Customer Relationship Inventory

The Customer Relationship Inventory (CRI) is an insightful assessment tool that measures a salesperson's skill levels in terms of relating, discovering, advocating and supporting, as perceived by the people he, or she, serves. Participants will receive useful feedback and development planning based on their customers' perspective.

Overview

Customer expectations are heightened every day with the entrance of each new competitor.

Your salespeople need to understand what customers want, then recommend solutions that meet or exceed their expectations. Positive perceptions of your salespeople—in the eyes of your customers—are vital in a marketplace where customers can replace you with a phone call or the click of a mouse. The Customer Relationship Inventory allows salespeople and their managers to gain valuable insight into their customers' perceptions. The feedback can increase a salesperson's motivation to improve selling behaviours and focus positive activities in areas of perceived developmental need.

Details

The Customer Relationship Inventory (CRI) is an on-line, multi-rater assessment designed for salespeople and is distributed to five customers who have recently made a purchase. The results provide participants with personalised feedback and development planning, as well as a basis for management coaching and guiding sales strategy. It can be used as a stand-alone individual diagnosis and planning tool, or as an enhancement to a sales improvement programme such as The Counsellor Salesperson. If used for organisation-wide research of all salespeople, consulting and solutions can be developed and implemented. The CRI is a valid, research-based instrument that has been tested and designed by accepted research standards.

Outcomes

The Customer Relationship Inventory provides a comprehensive, skill-based measurement of the four basic skills of the Counsellor Process:

• Relating skills enable the salesperson to build credibility and trust with customers.
• Discovering skills equip the salesperson to ask effective questions, correctly identify buying motivations and understand the customer's real needs.
• Advocating skills enable the salesperson to make effective sales presentations, recommend beneficial solutions and effectively respond to buyer resistance.
• Supporting skills ensure the salesperson focuses on maintaining customer satisfaction after the sale and fosters long-term customer loyalty.