Statistics show 93% of customers will pay more if they receive high quality customer service when making a purchase.
'IN Focus' Newsletter - JULY 2009
CUSTOMER SERVICE STANDARDS SLIPPING
"Staring at recession and possibly out of business you would think retailers would make Customer Service a priority but for many it leaves a lot to be desired."
These are not my words but the opening comments from a report aired on Today Tonight on Tuesday 7th July. While many business operators would not agree with this statement or believe this happens at their stores, what should be taken from the Today Tonight report is what is expected from the Customer.
Whether or not you agree with Barry Urquart, the Marketing expert interviewed by Today Tonight, he highlights and correlates the important aspects of Customer Service as expresses by the Customer. He goes on to say that "Customer Service standards in Australia have fallen in the last three years (I possibly think it has been longer than that) and Customer Satisfaction has fallen with it."
Barry Urquhart's comments based on the five second service test, suggests the Customer must be acknowledged within five second or they feel unloved, unwanted, mentally turn off and will often physically remove themselves from the premises. The Customer must be spoken to within thirty second and served within two minutes or the sale is lost. While I think this time line is a little unrealistic it does emphasise the Customers thought patterns and the importance they place on being valued.
What is reasonable is for the Customer to expect to be at the very least acknowledged within thirty seconds of entering the store. This is a simple "Hi, how are you?" ... or a glance and a smile not pouncing or 'badgering' as expressed by Scott Driscol, National Executive Director of the Retailers Association. What Barry Urquart did say about the acknowledgement process was this allows the Customer to express how they want to be treated and if they need service immediately or want to be allowed to browse the store before being offered assistance. Acknowledgement of the Customer is the single most important part of Customer Service and I could not agree more.
The Today Tonight program accurately depicted the poor service encountered by Customers on the whole. The final words of the Mystery Shopper saying "They didn't stack up" put if fairly mildly when you see the lack of service given. Barry Urquhart's final comments were "There are more sales lost because of poor Customer Service than the Global Financial Crisis" and from the examples shown on Today Tonight and what I myself experience recently (see Volume 12 of In Focus) this could not be more true.
I hope you all got to see this article on Today Tonight but if not I'm sure it could be found on their website. I strongly urge everyone to have a look as it is very interesting viewing and shows first-hand what many of our Customers are experiencing on a daily basis. As always if you have any Customer Service or Sales issues that need attention we have many products suited to improving Customer Service within your business. Give the team at Focus Plus Service Auditors a call or email your details to info@focusplus.net.au and one of our friendly Staff will happily discuss and tailor a program that suits your needs.
Until next time - enjoy this issue!
Jason Wren
Jason Wren
Managing Director
CONGRATULATIONS HIDDEN VALLEY FORD!
A big congratulations to Hidden Valley Ford in the Northern Territory who won our Focus on End Of Financial Year Competition.
The Team at Hidden Valley Ford have won 50% off a Customer Service Monitoring Package for the next three months. The prize is valued up to $1,000 of free Customer Service Monitoring.
Due to the overwhelming response we will be running a similar competition soon. So keep your eyes out in future editions of In Focus for more details.
Thank you to everyone that entered our competition and we wish you all the best of luck in our next competition!
Sales Corner!
ON ATTITUDE
If you're interviewing prospective employees or about to entrust someone with something important, be wary if that person says something like;
"You can count on me. I will give 110%!"
Three things to consider here:
1. It's impossible to do anything in excess of 100% therefore
2. The promise is doomed to be broken
3. The promiser will fail and the higher the number in excess of 100 that was promised, the higher the height to fall from.
There will be collateral damage everywhere. Spirit, trust and morale being the major factors.
If you attach a value to each letter of the word "attitude" consistent with its place in the alphabet (A=1, B=2 etc) look what happens....
A T T I T U D E
1 20 20 9 20 21 4 5 = 100
All that is needed or requested is a 'can do attitude' summarised perfectly as follows;
"Nothing more than your best is expected.
Therefore nothing less than your best is expected".
Steve Wren
DON'T MISS OUT!
WIN A HALF PRICE CUSTOMER SERVICE MONITORING PROGRAM!
That's right - Win your own tailored Program for HALF PRICE for three months! Enter the Focus Plus EOFY Competition and you could be enjoying half price Service Monitoring for your business! Enter before June 30th for your chance to win this amazing prize. Just in time for the new financial year!
Prize drawn on 1st July 2009 and winners contacted by 5pm. ENTER NOW!
If you are not the lucky winner of our first prize, then you have another chance to win in our competition...
Second Prize - 10% off your own personalised Customer Service Monitoring Program.
To Enter Click HERE!
*For Competition Terms & Conditions click here.
CUSTOMER SERVICE - IS IT STILL OUT THERE?
A CHALLENGE TO ALL
TRY THIS EXPERIMENT - THE RESULTS WILL AMAZE YOU!
I pose this question for all of us to ponder: Have Customer Service Representatives and Sales Staff forgotten how to provide Customer Service or have they chosen NOT to provide it at all?
The recent recession has opened all our eyes to the difficulties of running a profitable and successful business. The long economic boom which saw people willingly part with their money had Customer Service Representatives and Sales Staff having to do very little as Customers freely spent on items they possibly did not need.
I as recently as a couple of weeks ago conducted an experiment I would like you all to try. I walked into a store to see how long it would take before I received any form of Customer Service. To my complete amazement not only was I not acknowledged, greeted or attended to in this store, I received the same dismal Customer Service in the next four stores. Yes, believe it or not, I visited a total of five various stores before I even received an acknowledgment.
Even more surprising is that none of the stores I visited were busy. Most had two, three or four Customers (not many more) with one or mostly two Staff. I started to feel self-conscious that maybe it was me (did I smell, look intimidating, have something on my shoe) but as I looked around each store none of the Customers were being served. I witnessed so called Customer Service Assistants talking to other Staff, stocking shelves, talking on the phone, walking in and out of store rooms, reading magazines and order forms at the service counter and generally doing anything other than offer Customer Service.
At a time when many businesses are struggling to survive and people are struggling to hold onto their jobs how is what I experienced even possible? I asked myself 'Is the trade of the Customer Service Representative dying and have we lost the art of delivering exceptional Customer Service or has the laziness that was possibly acceptable during the boom resulted in a lethargic hangover that our Staff cannot pull themselves clear of?' Sure Customers are more discerning with where they spend their money, but they are still spending! They are simply wanting to be valued as they know how important their purchase is to a business in this economy. Customers are now rewarding good Customer Service with a purchase!
I went the next step and looked around the shopping centre. There were plenty of people around walking in and out of stores all carrying evidence of their willingness to spend by the numerous bags of goodies they had purchased. The more I looked the more I thought to myself 'What recession?' and that is not to make light of what the world is up against at the moment.
What it did make me realise is that there are many Customers out there wanting to spend. More importantly it is even easier to pinpoint a genuine buyer now because those who can afford to buy are out shopping and those who are in financial trouble are steering clear of any temptation.
I urge you to try this experiment next time you are out shopping and pay particular attention to the Customer Service you receive. Now consider is this happening in your Store, Restaurant, Sales Office, Car Dealership or Hotel? If so how much business have you lost? How is it effecting the livelihood of you and your Staff.
To improve Customer Service, Staff need to be made aware of their strengths and weaknesses and then trained to improve the Customer's experience. Out team at Focus Plus Service Auditors can help by supplying Customer Service Audits and Training to enhance the most important part of your business - Customer Service.
Contact our friendly team on 1300 766 545 or info@focus.net.au for a no obligation quote.
I hope you have all entered our competition which could see you win 50% off a Customer Service Monitoring Program drawn 30th June!
Enjoy this issue!
Jason Wren
Managing Director
Sales Corner!
Something a little different this week.
EXCELLENCE.
Where professions and professionals are concerned, there are three primary factors that inhibit excellence. They are;
- Ignorance
- Laziness and
- Fear.
Ignorance is the easiest to remedy. You remedy it by learning.
Laziness is an attitude that is chosen. You remedy it by choosing otherwise. Ignorance contributes to it and fear restricts a desire to cause change.
Being fearful does more harm than the thing you fear. Ancient peoples knew this.
A Old Cherokee Proverb - "The Two Wolves"
One evening an old Cherokee told his grandson about a battle that goes on inside all people! He said, "My son, the battle is between two 'wolves' who dwell inside us".
"One is Evil. It is FEAR, anger, envy, jealousy, IGNORANCE, regret, greed, arrogance, self-pity, guilt, resentment, inferiority, lies, false pride, superiority, and LAZINESS.
The other is Good. It is joy, peace, love, hope, serenity, humility, kindness, benevolence, empathy, generosity, truth, compassion and faith."
The grandson thought about it and then asked his grandfather:
'Which wolf wins?' The old Cherokee simply replied, "The one you feed"
Steve Wren
**********************************************************************************************
'IN Focus' Newsletter - MAY 2009
Does the media control your business decisions?
Have your Staff now been 'wired' by the media to deliver a lesser standard of Customer Service? Have they sub consciously decided not to adhere to sales process because they assume that nobody is spending money? This is very dangerous as your Customers would not enter your business if they were not wanting to purchase!
The media have said enough. Now is the time for business to act and combat any decline or downward movement in profits and Customer base due to the recession!
Along with the improved level of your Customer Service comes increased profits! It's not new - it's not just something that we are saying - It's a fact!
If you want to be one of those growing businesses, (as our clients already are) then act today with a living Customer Service Monitoring Program that changes with your business.
It cannot be stressed strongly enough the importance of your Customer's opinion of you and your business. It determines whether they will ever come back! Your small investment will not compare to the benefit of a long term Customer base established on the delivery of sound Customer Service!
It never surprises us to see the number of businesses spending large amounts of their budget on advertising only to deliver substandard service to their Customers. This only equates to more people out there relaying their poor Service experience. Get your Customer Service right first and then you will find you need to spend less on advertising as your Customers will do it for you! We can all improve and we can help you.....
Your Customers are still out there and they are still shopping, but are they still shopping with you!!
Contact our team at FPSA for a no obligation quote and information on how our services can help you and you business grow and even flourish during this economic climate. Click here.
Enjoy this issue!
Focus on End of Financial Year Competition!
WIN A HALF PRICE CUSTOMER SERVICE MONITORING PROGRAM!
That's right - Win your own tailored Program for HALF PRICE for three months! Enter the Focus Plus EOFY Competition and you could be enjoying half price Service Monitoring for your business! Enter before June 30th for your chance to win this amazing prize. Just in time for the new financial year!
Prize drawn on 1st July 2009 and winners contacted by 5pm. ENTER NOW!
If you are not the lucky winner of our first prize, then you have another chance to win in our competition...
Second Prize - 10% off your own personalised Customer Service Monitoring Program.
To Enter Click HERE!
*For Competition Terms & Conditions click here.
Sales Corner!
ASK STEVE
This one is from JRL who is in direct sales in the ACT.
Hi Stephen,
I am writing to you in regards to my results lately. This month has been hard for me with Customers only buying on price and not caring about the value at all. I have made six sales this month and to me that is absolutely disgusting. I am competing against someone who will always have 'be back' Customers on any given day and that is no disrespect to him, he deserves it. I am finding it to be difficult to get high numbers. Do you have any suggestions on how I can combat this problem?
Kind Regards; JRL
My reply was as follows;
Hi J,
Thanks for your note. I'll cover your issues as I see them one at a time. I've copied your letter as follows to allow points to be made that you can reference later. I suggest you print this off and digest the thoughts over some time, perhaps with someone else; better on paper than looking at a screen. Also, make your own notes and seek suggestions or feedback from your Manager.
Point 1. "This month has been hard for me with Customers only buying on price and not caring about the value at all."
- It's up to you to show the value. You must not expect Customers to automatically feel desire to buy. It's your job to create it.
- This relies on how you feel. If you feel good, you'll think good. You'll then say good things and this will impact the way you make the Customer feel.
- Customers mostly know the price before they meet you.
- You are a likeable young man which is all you need. Even product knowledge is useless if you're not likeable. You wear your heart on your sleeve as most likeable people do. This can hurt you if you're not feeling good because you show it. If you show it, people pick up on it and it is harder to transfer your feelings to create WANT. Want = value. Need = price. No one haggles when they want!
- Maximising your potential to do this; you need to give yourself a 'check from the neck up' every day.
- Make sure you leave nothing to chance. Even things you do right; do them better. It affects your personal discipline which impacts how you feel. Then nothing bites you. Do it in this order.
- Personal grooming/hygiene. Check!
- Have a decent breakfast and take 15 minutes (maybe over breakfast) to watch an inspiring video or two on YouTube. There are plenty that feature selling skills, goal setting etc. Try Zig Ziglar for a start. He is entertaining as well as informative and will kick your day off with the right mood. From his videos there are links to many other fantastic people with great ideas on attitude, sales and generally maximising the quality of what you do. Check!
- Shine the shoes and make sure the shoes are business shoes. Check!
- Ensure your clothes are spot on - military standard. Pressed, bright. Check!
- Make sure you carry yourself confidently. Walk tall. You're 6'7". Show every bit of it. Big folks have so much more body for body language to screw up. Throw your shoulders back and move with purpose. This is why 'how you feel' is so important. This can't happen if you feel low. Check!
- Make sure your office is spotless. Take ownership of it. It reflects who you are and funnily, how you feel. Check!
- Decorate it with items that inspire you. This will personalise it and make it welcoming to boot. Check!
- You know it's 'value' that sells. They need to see value in you, how you look and what you say. Preparation is essential. These things sound basic but ignoring the basics is nearly always fatal. With the basics taken care of, you'll feel more businesslike and thus be capable of portraying yourself as a worthwhile potential partner. Everything you say will have more oomph and as a result, be of more value.
Point 2: "I have made six sales this month and to me that is absolutely disgusting"
- Good. It's important that you can pause and smell the roses. BUT it's making you feel bad, and guess what that does? Refocus on the above and the very act of doing it will take away the negativity.
Point 3: "I am competing against someone who will always have 'be back" Customers on any given day and that is no disrespect to him, he deserves it"
No you're not. You must not think that you are competing against your work mate. I know that this is tough to do as it's human nature (especially for salespeople) to feel that way but it will hurt you more than help you as it obviously is for you to have mentioned it. The fact that you covered yourself by saying "no disrespect to him, he deserves it" shows that it is affecting you negatively. It means that subconsciously, you may be professionally jealous; just a tad. Focussing on his results takes the focus off your preparation and process and the attention to detail that always adds spark to any method. Consider this;
- You are an entity unto yourself. His results; good or bad will never pay your rent so forget them.
- Treat every one of your own prospects as the only one you may see for the day. Give them a great experience based on your desire to create a relationship; not to make a sale. Ignite a friendship and the sale becomes incidental. Forget what has or might happen. Focus on what IS happening. Your preparation will impact this.
- Spend your down time in your database. Create additional leads and nurture existing relationships which will consume your down time with positive activity rather than by watching your work mate and getting more psyched out with each one of his successes. Don't be impatient. Nurturing your business takes time but once the roots establish themselves, growth will happen. One thing about your observation I agree with; "he deserves it." You do too so make it happen.
Point 4: "I am finding it difficult to get high numbers"
That's because your focus is on outcome and not process. Forget the high numbers. One at a time. Get the preparation right which will impact each opportunity and then collect opportunities.
In between opportunities, work on your business. Maintain the shine on the shoes which will maintain the shine on your attitude. Also consider;
- How could you better network yourself through people you already know? In other words, what percentage of your sales comes from existing relationships? You admired your mate's success in this area. I'll wager he worked on it over time.
- Do you have a spotters' network. If not; create one. Get R to assist you with an appropriate letter that offers opportunity where this is concerned. I can help you next time I'm there too.
Conclusion: "....on combating this problem."
It's not a problem anymore J; it's just life. Treat it as an opportunity to learn and grow. You have everything on your side and willingness too as evidenced by your requesting assistance.
Keep your presentations interactive and close to the buying motives you discover when you're getting to know your Customers. Seek commitment as you go. The instant you don't secure commitment, pause and ensure you get back on track before proceeding. Best advice mate; keep smiling!
Best regards,
Steve Wren
FOCUS ON END OF FINANCIAL YEAR COMPETITION
COMPETITION TERMS & CONDITIONS:
Competition closes 5pm Tuesday 30 June 2009. Only one entry per business will be accepted. Competition entry is open to all new Clients or returning Clients who have not had any Customer Service Monitoring Programs with Focus Plus Service Auditors during 2009.
Winners will be contacted by phone and email after 11am Thursday 2 July 2009. The first entrant drawn will receive a 50% (half price) Customer Service Monitoring Program for three months created by Focus Plus Service Auditors up to the value of $1,000AUD; the second entrant drawn will receive 10% off Customer Service Monitoring Program for three months created by Focus Plus Service Auditors up to the value of $500AUD. All winners must sign the Focus Plus Service Auditors Engagement Agreement for Privacy, Confidentiality, and Intellectual Property legalities to protect both the winner and Focus Plus. All intellectual property remains the property of Focus Plus Service Auditors. PLEASE NOTE: All entrants will be added to the Focus Plus - In Focus Newsletter email database. Participants can choose to unsubscribe at any time.
PRIZE INCLUSIONS: Each prize (two in total) includes a personalised and tailor made Customer Service Monitoring Program for their business (owned or employee) for the period of three months maximum. The Program can continue after this time at the full cost of the Program which is the responsibility of the winner. Prize must be redeemed before 30th September 2009 and completed by 31 December 2009. Prizes are non transferable, non redeemable for cash and cannot be on-sold to a third party. Please note availability must be agreed to by Focus Plus Service Auditors in accordance with all requirements to provide a quality Program to the winner.
*****************************************************************************************************
The Team at Focus Plus would like to take this opportunity to wish everybody a Safe and Happy Easter and we hope you all enjoy the break. Remember Easter is a notoriously dangerous time on our roads all around Australia as everybody tries to make the most of the short break. To all those heading away (or staying at home) please take care when driving and enjoy this well earned break.
THE STIMULUS PACKAGE
# Up to $900 to all tax payers during the 07/08 financial year
Whether or not you concur with the way Kevin Rudd is spending the previous Government's accrued surplus, we can all agree on one thing; at least he is trying something. Governments generate a surplus when times are good for spending on a rainy day and let's face it, globally it's pouring. But lately here in Australia things may be starting to improve. Recent data tends to show while the economy is still contracting, some consumer confidence is returning to the market and NOW we need to capitalise on the second stimulus package implemented by the Government.
To get through this economic slow down and to save jobs in Australia we all need to do our bit.
It is up to all Sales Professionals and Customer Service Staff to encourage consumers to spend this extra money in your stores and not your competitors. It is the responsibility of all Staff in contact with the consumer to ensure they deliver the best possible Customer Service and provide the Customer with a professional Sales Process so the consumer wants to spend their money with you.
How do we do that?
Ask yourself these two questions:
1) Are all enquiries to your business given 100% attention and followed through to the end?
2) Are all Customers dealing with your business receiving quality Customer Service?
If you even slightly hesitate answering 'Yes' to either of these questions we can help you.
Your current Customer base and any future leads must be given nothing less than the very best Customer Service to ensure they spend their Stimulus Bonus and continue doing business with you (and not your competitors).
To find out how we can improve your Customer Service and Sales potential, just call our friendly Staff on 1300 766 545 to obtain a free quote on Customer Service Monitoring, Service Training and Sales Training.
For a no obligation appraisal of how the Focus Plus Team can help your business,
give us a call on 1300 766 545 or email us at info@focusplus.net.au
Happy Easter and enjoy this issue!
Effective Follow Up!
There may be many situations where you need to provide some form of Follow-Up information to the Customer.
This can be initiated as a request from the Customer, or it can be something initiated by you where you need to send something to the Customer such as confirming arrangements, providing quotes, sending information, providing a progress report, or requesting clarification.
Many of the same Customer Service Guidelines from "Product & Service Information" also apply here.
The key phases in this activity include:
- Ensuring and confirming that you know exactly what is required for the Customer
- Sending out the information quickly and in the time requested by the Customer; and
- Following up to see if it has met the Customer's needs and expectations.
Customers value things being personalised rather than just the standard 'form' or 'letter' and they rely on you to make sure all the necessary and relevant information is included.
The speed of the response is very important, as often the requested information will be important to the Customer. The thing to remember is that if you take too long to fulfil the Customers request they will go elsewhere to satisfy the enquiry which will arm your competitors with an immediate advantage. This advantage may be all your competitor needs to secure the Customer's business which you have now lost.
Another thing to remember is that the Customer may be testing to see if they can trust you with their business. How punctual you are in delivering what you have promised to the Customer will be your biggest test. The Standard to which you follow through with what you tell your Customer and the quality of the Follow Up Service you deliver will determine the relationship you have with your Customers.
In essence, any further information that is sent to the Customer must be relevant and timely and exceed their expectations.
Source: www.business.gov.au
Sales Corner!
Something different this month. Instead of a question, here is a note we received which perfectly illustrates the reason why the skills of your agents are so critical to your sales and service outcomes.
You may recall from a previous IN FOCUS that I reported on the mediocrity currently rife in various selling environments where quality presentation sequences are concerned. This therefore is refreshing and is reprinted here with John's kind permission;
Hi Steve,
I just had a call from some Customers who purchased an X-Trail from Beau today. He has been dealing with them since before Xmas.
The gentleman said that he would not normally buy out of town because he too is in sales.
However Beau kept in touch every week as promised and was the only Salesman to offer a test drive (5 brands in total) and the only one to send a properly prepared quote on letter head. The Customer was really impressed with Beau and said he has a big future ahead of him; which we all know.
This really highlights what you found on the shop around recently with the sales guys, NO ONE is following the road to a sale, and with the way the market is, it's stupidity.
John Doolan
Sales Manager
Parry Nissan, Renault & Suzuki
Townsville Qld
Fact: The majority of Customers who purchase at their first choice outlet say the Salesperson was the chief reason.
Fact: The vast majority of Customers who look elsewhere claim they did so due to being put off by the original Salesperson.
Conclusion: Either way, your agents constitute the most significant component in the decision your Customers make.
Footnote: The Salesperson referred to above is Beau Kennedy. He is 18 years old and knows no other way but the right way. This author has never seen a sales team so devoted to decency, ethics and an agenda to succeed. The Parry Bros. (Alan & John) and John Doolan have created this culture. John is an example of the harmony that should exist between the notions of Leader and Manager.
Steve Wren
************************************************************************************************
STOP YOUR CUSTOMER'S WALKING!
I think everyone will agree that all your Customer's shop with their feet!
Today's Customers are more discerning than ever before, and when they come across something they don't like they shop with their feet. Customers will shop around and soon find somebody that sells a comparative product that looks after them better. During these difficult economic times this is one thing that none of us can afford!
There is no better time than now to have a Customer Service Audit conducted on your business. These Customer Service Audits can be tailored to suit your individual business needs and include Walk-In, Phone or Internet Mystery Shops. Through Market Research, our Post Purchase or Customer Satisfaction Surveys will find out exactly what your Customer thinks of you!
After performing a Customer Service and Sales Process Audit, Focus Plus Service Auditors will provide you with a comprehensive needs analysis. Armed with this valuable information you can control and fix the leakage caused by poor Customer Service standards and inferior Sales Process.
For a no obligation appraisal of how the Focus Plus Team can help your business,
give us a call on 1300 766 545 or email us at info@focusplus.net.au
Enjoy this issue!
At the risk of stating the obvious - Customer Service IS important.
In today's competitive market, it would be hard to find business people and Staff that say the concept of Customer Service is not important - although their action may not match their words. Certainly Customers are becoming increasingly vocal about the high priority they place on Customer Service, and businesses are feeling this pressure.
The importance of Customer Service is also reflected by business managers who consistently place Customer Satisfaction at the top of the list of factors they believe directly affects their business success.
Why then is there a lack of any significant sustained improvement in service in Australia? At best it could be claimed business is just keeping up with Customers' expectations, at worst that service levels are in fact declining.
The lack of any notable improvement in service in Australia is in part associated with three key factors:
- Businesses' inability to know how to define service in a way that means something to Customers and is capable of practical action.
- Businesses are also suffering from not knowing how to deliver such Customer focused service
- Too many Managers are not acknowledging that they could improve their business' service.
And all this is operating along with a strong emphasis on cost reduction. Hardly the environment for improved Customer Service.
Source: www.business.gov.au
Sales Corner!
ASK STEVE
This week's ASK STEVE is jammed pack full of great sales tips and ideas on how to handle the 'price shopper' and still be true to your business....
Hey Steve,
Thank you so much for you mini coaching session on the phone this morning!
Some bullet point's for you about my customer-
- Classic 'Director' and a local café proprietor
- Says he's not fussed on which car he owns. Just wants the 'best deal'
- Is well known is town and knows people who have bought from me.
- Very, very stand offish. I've been dealing with him for a while now including quotes and model variants. He's settled on one but won't commit.
- He's expecting me to follow up again today with a 'better deal' but I'm not sure what else I can say.
Thanks for your help mate.
BR
Hi BR,
OK, you've nailed his profile and the question as to why he's a director is also the answer as to what to do to secure a closed sale.
My gut feeling is that he has either had a nasty prior experience/s or this typifies the way he does business. Either way, he has probably seldom been impressed by his agents so is fairly dismissive of your time and feelings. He wants your car though otherwise he would have made a purchase by now; especially if you gave him a quote. Dangerous by the way.
The second worst thing you can do is to create an argument with him. He expects it and probably wants it. The worst thing you can do also is win it. His ego will exact revenge even against his better judgement.
Your course is simple enough. Engage him through empathy and earn the right to solve. The way you need to do it should come out of 'left field.' He's a local café owner, so go see him (don't phone) and tell him you'd like to shout him a coffee and a scone whilst you share some news with him. Breaking bread is about fellowship. Create the relationship his previous agents could not. You've already earned the right to do this. Sharing "news' validates his time.
He knows other business people you've sold to. This is a bonus. Tell him that because of this you took his situation straight to your GM as the relationship you'd like to have is even more important than the sale. You're both local businesses and the potential for networking is excellent.
Procrastination falls into the category of "not convinced" objections. You need to eliminate the reasons (there are only 4) that he hasn't purchased, isolate the real issue and then solve it. The reasons are; the product, the company, you and the price. In your customer's case I think he's just making you sweat but the way to uncover this is to ask him. Usually it's in the order I just listed but your guy has persevered enough for me to know that this isn't the case. We need to close. Here's what to say,
"Steve, we've spent a fair bit of time together and I'm feeling that there may be something about me that's made you either uncomfortable or reluctant to do business with us. I'm hoping this isn't the case but you'd be doing me a massive service if you let me know?" Be silent and allow him to soak in the feeling of what you said. Trust me; said this way, this will be new to him.
Then have a conversation with him. Empathy is your key. Worst case scenario? Yes, it's you. You'll learn something that may prevent future issues if your ego can take it. Best case scenario? He'll regret that he made you feel that way, give you some latitude which opens the door for closure. Isn't that an ironic remark? Let me know how you go.
Best regards,
Steve
******************************************************************
MAKE THEIR DAY WITH YOUR CUSTOMER SERVICE!
The team at Focus Plus would like to send our thoughts and warm wishes to those affected by the Victorian bushfires and North Queensland floods that have devastated so many lives this past week.
In the industry of Customer Service it can be easy to take a Customer at face value only. When we make Customer contact, we really know nothing more than what we see in front of us. We have the power and opportunity to change a Customer's day or make their day with the way we conduct ourselves professionally! It could be quite likely that the person you serve today may have had their lives impacted directly or indirectly by these events. By delivering sincere and care-driven Service to all our Customers, it may be all it takes to put a smile on someone's face at a time when it is needed the most.
Good quality Customer Service can often bring more joy to the Customer than the product itself!
Enjoy this issue!
Write to Steve at info@focusplus.net.au with your question on sales or service issues.
Good Morning Stephen
I have just had my best month ever at Ford. I have got a lot of confidence in myself at the moment but lately I am starting to slip a bit. I think I am getting over confident in myself. I am not qualifying enough.
Like today I have had a gentlemen ask me what prices are on our Falcons. He was looking to spend around the $35,000.00 mark. Holden is doing their SS and SV6 (as he said) for $31,000.00 and I could not get him the Falcon that he wanted at that price. But he wouldn't spend any more and I lost him. How can I stop this from happening again?
Thank you very much Stephen.
JB
New Car Specialist
Hi JB
The fact that you are able to see yourself slipping a little is a good sign. To not be aware would only make you bitter about the Customers.
Let's address the rival brand thing.
Sometimes rival brands get the better of us and sometimes they don't. Where a situation like the Holden v Ford thing is concerned, there are a few things to consider;
Qualifying is, as you said, the most important thing. If a Customer says that they are comparing brands, try something like this. "Mr Smith there are so many quality products for sale these days, I think it's terrific that it's such a buyers' market. The reason I choose to sell Fords is that I'm really proud of the advantages we have over some of our main rivals at present....if you have some time, let me show you what I mean..." Then get away from the price and talk value! Do it interactively!
Both cars are race bred with awesome Bathurst heritage BUT did the Holden salesman think to say that?
Note how you signed this letter; J. B. - New Car Specialist. Being a specialist means that you need to understand the rival as much as you do your own brands. This allows you to differentiate them and justify being dearer when you occasionally are.
When Customers are tossing up brands try;
"Mr Smith, thank you for putting (my company) on your shopping list. Interest and demand on the Falcon range at present has been incredible. "
What exactly is it about the Falcon that you like the most?"
"Our Customers tell us that sometimes it's worse to pay too little than to pay too much."
People will accept dialogue like this when it's feedback from other Customers rather than your own opinion.
Straight away "Mr. Smith, in fairness, I should tell you that my product is a touch dearer than the Holden at present. Will your decision on what to purchase be based solely on price?"
This is very effective as most people will answer "no" as they don't want to appear cheap. Here's your chance to digress away from price and back to value.
From your own perspective;
Don't put too much pressure on yourself
Treat each Customer as if he could be your last. In other words; value them. Don't rush. Make a friend. Don't worry if you fail. Success can make you complacent but failure is always a wakeup call if you let it be.
Sell yourself and the dealership as a partner to him. Long after they have forgotten price, they'll worry about who cares if they have a drama.
Don't forget you are part of (Company name) and the resources you have. Tell them.
I don't think you are over confident. If you were, you wouldn't have considered writing this letter. Qualify more, don't rush, have some fun with your people and make sure you give them an urgent story every time. People (me too) can't help themselves and will respond to an opportunity every time.
Make sure you 'double open' if you qualify a price shopper.
Thanks again JB for writing me.
Steve
************************************************************************************************
Keys to an Effective Demonstration
These days, the spin has more potential to be a differentiating factor than the product. The quality of it is your choice.
Stephen Wren
************************************************************************************************
WELCOME 2009!
Happy New Year to all!
If you are anything like me you have probably over- indulged during the Christmas break and have possibly set yourself some quite ambitious New Year's Resolutions.
Ambitious - Yes, Unobtainable - No.
While the economic news of late has not been the brightest, the upside is that it has provided us with the need to re-assess our business and personal goals and the opportunity to take control of the outcomes. There would be nothing greater than to succeed when everything is against you.
It's the challenges that make life exciting.
I would like to take this opportunity to wish everyone a Happy New Year and I hope you achieve your goals in 2009. Remember: Time flies. It's up to you to be the navigator!
Enjoy this issue!
Help with Sales Issues from Steve and great Customer Service anecdotes.
In 2009 we would like to introduce a new 'Forum Style' component to our future newsletters. Stephen, who since the conception of our newsletter has provided valuable Sales Tips through our Sales Corner is here to help. He has many years experience in the Sales Industry and is now a Sales Trainer providing clients Australia wide with the techniques that made him a successful Salesperson. This forum will give you the opportunity to 'Ask Steve' any questions about those nagging Sales Issues you or your team may need help with and have them answered personally by an experienced and highly regarded Sales Professional. We also invite you via this forum to tell us about any great Customer Service stories from your business that you would like to share with us. Alternatively, you may have experienced a Customer Service disaster that we can all learn from.
We look forward to receiving your questions for Steve and your Customer Service tales at info@focusplus.net.au .
Stay tuned for some great Customer Service accounts in 'Ask Steve'!
************************************************************************************************
Sales Corner!
I take no joy in reporting this selling experience to you. There is no better profession than the sales, service and hospitality industries. Nor are there better people than the elite of each. It is my passion that causes me to be infuriated by mediocrity of effort and the extent that it exists across the sales landscape.
As recently as two days ago, this author attended a prestige motor Dealership in the Brisbane CBD and inquired as to the price and specifications on a new model. My buyer's profile was;
This would constitute a valuable prospect in any selling environment.
Whilst the Salesperson was friendly and welcoming (itself not as common as we'd like) the following factors summarise the outcome. There was;
I left the Dealership with the understanding that there were only two units available in Australia in the model variant I was interested in and that the Salesperson would get back to me with a price.
The result; the Sales Manager called me and offered me a cool $15,000 discount with absolutely zero commitment from myself.
I am now armed and dangerous, at liberty to haggle at my leisure and my starting price will be $15,000 less than it should be. Only two in Australia! This ripped up a car that deserved a better effort. John Cordogan would be laughing.
Consider what a prestige Dealership might spend on marketing only to have the opportunities it generates sacrificed by poorly trained Salespeople. Times are such that no Sales Team in any industry can afford such a luxury.
Whilst it's imperative to provide great Customer Service, there is a fine line between offering service and being seen as a servant.
There is an alternative. Look to the "Ask Steve" section of future editions for the best way to handle the 'price shopper'. I'm sure we'll be swamped with scenarios like this one.
Take care for now,
Stephen Wren
************************************************************************************************
MERRY CHRISTMAS!
From the Team at Focus Plus Service Auditors, we would like to sincerely wish you and your family a safe, happy Christmas and a healthy and prosperous 2009.
We thank you for all your continued support throughout 2008 and look forward to working with you in 2009.
The office will be closed from Friday 19th December till Monday January 5th 2009. If you need to contact us during this time there will be skeleton Staff checking in so please feel free to make contact and we will get back to you as soon as possible.
Enjoy this issue!
SPECIAL LIMITED OFFER!
To all those past and present clients who have already taken advantage of this great offer - "Welcome Aboard or Welcome Back!"
And for those who have not yet taken advantage of this great offer - It's not too late!
Simply call us or email your details before the 19th of December and regardless of when your Program commences, you will receive
25 Complimentary Customer Satisfaction Surveys!
READ ON.....
Focus Plus Service Auditors is offering a great incentive to ACT NOW and get your Customer Service Monitoring Program started TODAY! Turn those enquiries into Sales and return business!
Until the 19th December 08, you can take advantage of this great offer and receive 25 Complimentary Customer Satisfaction Surveys!
When you sign a twelve month Customer Service Monitoring Program Agreement with Focus Plus Service Auditors you will receive 25 complimentary Post Purchase Audits or Customer Satisfaction Audits per site nominated on yourAgreement.
If you refer a client to Focus Plus Service Auditors who signs a twelve month Customer Service Monitoring Program Agreement you will receive 25 complimentary Post Purchase Audits or Customer Satisfaction Audits for your business!
These surveys will provide you with an insight into the Customer Satisfaction ratings and invaluable feedback from your existing clients.This essential information can be used for Advertising and Marketingcampaigns, and Staff Training Sessions.
To take advantage of this great offer, call the Focus Plus Team on 1300 766545 or Click here to email your details.
************************************************************************************************
Sales Corner!
Tis the season for resolutions so why not get in early. Get a running startfor 2009 by committing to your personal and business goals now!
Our lives and careers are too important to ad lib our way through them.
Living and working in Australia in the 21st century is a gift beyond measure.
Here are a few tips for 2009 that might see your resolution last beyond February.
* Make sure your goals and your ethics are in harmony. No one likes a 'winner at all costs'.
* Don't subscribe to trends or benchmarks. They are mostly records of other people's mediocrities. Be the benchmark that others aspire to.
* Invest in your people and fund it from the advertising dollars you don't spend. Advertising is a murkier area than the people you already trust with your business's name. Don't hire them and sit back to watch them fail.
* Understand the difference between 'training' and 'education'. Training teaches you how but education teaches you why. The guy who knows how will always have a job but the guy who knows why will always be his boss!
A very Merry Christmas and a prosperous New Year to all of our partners!
Steve Wren
************************************************************************************************
NOW IS THE TIME!
In the current economic climate, now more than ever you need to ask yourself - Are your Customers getting the best Customer Service from your Staff? Do you know what level of Customer Service your Staff deliver and how is this impacting your Business?
Today's media networks are clogged with the same thing - bad news about the economy!
You shouldn't do this and you must do that, it's all very gloomy. One thing is for sure - Customers will be fewer and farther between!
Taking advantage of every opportunity and every sale will be vital for the survival of your business.
Every Customer contact needs to be personal and made a priority.
Our Customer Service Monitoring Programs illustrate exactly what your Customer's experience when they attend your business. When implemented regularly, Service standards improve and Staff maintain a high level of Service Excellence and Customer appreciation thus generating improved Customer Loyalty.
Now that opportunities may be less than previously experienced, it is more reason to maximise your sales off those Customers that do come through your door.
When you consider all the funds spent on attracting the Customer in the first place it is only sensible to ensure they are receiving only the best Customer Service or they will go to your competitors. Don't give them a reason to look elsewhere! You don't want to lose your Customers after you have done all the hard work and expended all the resources on initially attracting them to your business.
Each Staff Member on your team must be offering that 'Customer Service point of difference' in every encounter they have with your existing and potential Customers. If not, they will purchase elsewhere.
It is as simple as that. Think about it - don't you go elsewhere when you're not satisfied?
Enjoy this issue!
************************************************************************************************
Focus Plus Service Auditors is offering a great incentive to ACT NOW and get your Customer Service Monitoring Program started TODAY! Turn those enquiries into Sales and return business!
Until the 19th December 08, you can take advantage of this great offer and receive 25 Complimentary Customer Satisfaction Surveys!
When you sign a twelve month Customer Service Monitoring Program Agreement with Focus Plus Service Auditors you will receive 25 complimentary Post Purchase Audits or Customer Satisfaction Audits per site nominated on your Agreement.
If you refer a client to Focus Plus Service Auditors who signs a twelve month Customer Service Monitoring Program Agreement you will receive 25 complimentary Post Purchase Audits or Customer Satisfaction Audits for your business!
These surveys will provide you with an insight into the Customer Satisfaction ratings and invaluable feedback from your existing clients.
This essential information can be used for Advertising and Marketing campaigns, and Staff Training Sessions.
To take advantage of this great offer, call the Focus Plus Team on 1300 766 545 or Click here to email your details.
************************************************************************************************
Sales Corner!
Sometimes an insignificant incident has the power to illustrate a much larger issue and teach an even bigger lesson.
Such was the case for me recently.
I have stayed in the same hotel for 4-5 nights per month over the last four years. Each time I checked in, there would be a chocolate covered hazel nut, a bottle of water, a newspaper and a "with compliments" card on the writing desk. Nice.
This time there was none. I noticed the car park was only half full and the lobby wasn't the usual hustle and bustle.
I rang the desk clerk and asked about the absence of the goodies and was told; "Sorry Sir, we don't do that anymore..."
OK that's cool, times are tough. An accountant looked at a spreadsheet, worked a formula and saved a buck.
Twice that week (and for the first time I can recollect) my room was not made up. On the second occasion I needed towels. I called housekeeping, spoke to a harried manager who insisted the "do not disturb' sign must have been on my door but reluctantly agreed to send someone up. I waited half an hour, expecting the bell to ring before I gave up and decided to leave for dinner. As I opened the door, there were the towels on the carpet at my feet.
If I've learned anything in my time in business it's that; "you can't gear down for success"
The "no more chocolates" initiative was a precursor to a general down turn in morale, Customer Focus and the very culture of the company. I started to notice that the receptionists weren't acknowledging guests as they made their way to the elevators, the general tidiness of the lobby had declined, and the mood had changed. I made these observations not as a disgruntled Customer but as a consultant.
Reinvesting in our agents at the expense of questionable resources (like the print media) is a far better approach than trimming the very factors that provided our point of difference originally.
Personally, I think the press has a lot to answer for where 'the times' is concerned. I would be challenging any print media that I use to advertise (I think their value is questionable) wherever possible. They're happy to slug us for the full page ads we run and then vilify industries at the drop of a hat to satisfy the frenzied "save a buck" mentality they have themselves caused through fear of 'the times'.
Trends are merely records of other people's standards. Let's create our own trends rather than following them!
Source: Steve Wren
**************************************************************************************************
SERVICE & PRODUCT INFORMATION - Are you out there?
Being noticed and being seen by your Customers is vital to your business success!
Once you have their attention you need to capitalise on every opportunity.
So how do you get your Products noticed? Ensuring your Staff are clearly informing your Customers of all the Services and Products that your business offers is the first step. Information, as we all know, is a very powerful tool in business. How can your Customers buy what they don't know you sell?
Staff must be successfully qualifying each and every Customer to determine their needs and interests in your Products and Services. When Staff offer an in depth and comprehensive Customer Service Experience, these answers easily come to light and only then can you truly take advantage of every Customer contact you encounter.
We at Focus Plus Service Auditors believe in the accountability of those representing your business to the public. Only they can provide individual and personalised Customer Service that every Customer deserves and indeed expects when they enter you business.
Our Customer Service Audits are the perfect tool to ensure your Staff are informing clientele of what your business can offer them. Are your Sales Staff qualifying every Customer, and providing the Customer Service that will maximise every potential opportunity?
For an obligation free quote on any of our Services, please call the Focus Plus Team on 1300 766 545 or Click here for more information.
Enjoy this issue!
SERVICE & PRODUCT INFORMATION -
Clearly explaining what you offer to your Customers.
Clear, concise information will tell your Customer what you want them to know, and what they want to know. No matter what the information is about, clearly establishing it at the outset avoids any problems down the track.
Providing clear information that the Customer can understand avoids misunderstandings, and in turn, any subsequent conflicts that may arise.
The old phrase, 'When all else fails, read the instructions' is not something a business should rely on, as it has fundamentally set the Customer on a potential collision course with you. You need to do everything possible so the information guides the Customer, and is not an afterthought.
Much of the information produced by businesses is about products, with the most important things valued by Customers being availability, clarity and relevance.
Information becomes especially critical for Services, as it is often more difficult to communicate intangible offers clearly. Experience has shown Services are easier to misunderstand than products. For Services, the information itself becomes the only tangible or real element and therefore is essential to get right.
Information about your Service and Products must be:
The initial information you provide about your business is critical to all ongoing aspects of your relationship with Customers. In essence, it can make or break whether they will continue to deal with you.
Regardless of its 'form', the information is all about clearly explaining what you offer.
Source: www.business.gov.au
************************************************************************************************
Sales Corner!
How do you establish which product to present to the Customer? You need to use information gathered when qualifying the Customer to determine the best product to best suit their needs.
Present your Services and Products displaying as many of the 'needs' and 'wants' of the Customer as possible. This will show how well suited the product is to their needs.
Display your product with a pre-determined presentation plan, highlighting the benefits from the competition's products. Know your stock and sell from it. If the Customer can see and touch the product it maintains the passion for the product. Talk about all relevant features which creates a high level of perceived value, and thus ensures we don't overlook any opportunity to build value in our product.
If you fail to present - you fail to prosper!
During the presentation, use the FBI Principle.
F - Features
B - Benefits
I - Information.
Drawing attention to the features and benefits that your competition may be remiss in mentioning will create an environment that makes it hard for the Customer to say 'No'.
Source: Steve Wren
*************************************************************************************************
BRAND LOYALTY
In this issue we follow on from our Customer Retention issue and discuss Brand Loyalty. What are the most popular and trusted brands in Australia? Below are the category winners qualified from an independent survey conducted earlier this year.
The category winners:
Interesting to note that the only Australian company on this list is Bunnings (Qantas is only partly Australian owned).
What do your Customers think of you? Do you have the processes in place to be on next year's list? The most cost effective way to keep your Customer Service, Sales Processes and Customer Satisfaction in check is with a Customer Service Monitoring Program!
Statistics prove that 93% of Customers indicated that quality Customer Service was vital to maintaining brand loyalty. 68% of Customers stopped doing business with a company due to poor service. Yet 95% of dissatisfied Customers would continue to do business with a company if their problem was fixed quickly and satisfactorily.
This proves that Customers will remain loyal to a brand, product or service if they feel valued by those serving them and are offered good Customer Service.
Our Mystery Shopping Programs monitor and help improve Customer Service levels and our Customer Satisfaction Audits pinpoint most importantly why your Customers are remaining loyal or defecting to your competitors. Click here for more information.
Enjoy this issue!
It has been repeatedly shown that good service leads directly to increased Customer retention rates (Oliver, Nett Effect surveys). The emphasis here is on ‘good'. You can't expect Customers to stay simply because the service wasn't bad. In other words, their service has to be of a high standard to genuinely keep Customers.
One estimate suggested 95% of Customers that experienced no problems will remain loyal, and another suggested that over 90% said they would buy from the supplier again if they had no problems (SOCAP).
STRONGER POSITION IN THE COMPETITIVE MARKET PLACE
Studies have shown that companies identified as being good service providers tended to have revenue growth at twice the rate of their poor service competitors (De Vrye survey). A related finding was that the good service companies market share increased by around 6%, while poor service companies lost approximately 2% market share per year.
It has also been shown that good service businesses have a greater ability to hold market share during a recession (Lyons survey).
Source: www.business.gov.au
************************************************************************************************
Sales Corner!
What causes 'word of mouth' which is the cheapest (and most effective) form of advertising?
When your encounter with your customer is complete, he or she will say one of five things about the experience with you behind your back;
Ultimately, it's up to us as Salespeople to determine what that is. In Australia, most of the time it will gravitate between nothing at all (most frequently) something really bad and if we're lucky; something good. Rarely is it something great!
What are your Customers saying behind your back?
We need to be aware of this at all times because it will determine not only the fate of that relationship but the fate of other potential relationships with prospects in your Customer's circle of influence. Remember the six degrees of separation.
We need to aim at something great!
So how do we achieve it?
The single most important word in your game plan needs to be MEMORABLE.
Being creative, causing the occasional WOW in the hearts and minds of the client and passing the benchmark of what the competition does.
How many companies' mission statements say things like, "we want to be the No 1 company" or "we want to exceed our customers' expectations" without a dedicated plan or idea of how to go about it? Plenty; that's how many.
Here are a few tips on creating that point of difference:
Source: Steve Wren - Kingsway Training
**************************************************************************************************
CUSTOMER RETENTION
In this issue we discuss the importance of good Customer Service in our article Good Service is Good Business. This article highlights how important it is for your Customers to receive high quality Service and why it is such an effective business tool.
Our Sales Corner this month looks at creating Customer Loyalty and generating a valuable client retention base. This return patronage is the 'bread and butter' of your business and the referrals they offer are priceless.
The best way to manage and keep abreast of Customer Service issues is to use our Customer Service Monitoring Programs. These Programs allow you to deal with any Customer Service problems that may arise before they escalate into an irresolvable issue potentially costing more than just a financial downturn - most importantly your reputation!
Enjoy this issue!
GOOD SERVICE IS GOOD BUSINESS
Customers, and Customer Service. Both go hand-in-hand, and both are essential to the success of your business.
In today's competitive marketplace, if you don't provide good Service you won't attract Customers. And without Customers , you don't have a business.
Customer Service is real, it matters, and most importantly, it is achievable.
Providing good Customer Service is not as hard as it sounds.
Despite all the talk, there are only four simple things you need to know:
What is good Service?
Good Service is always doing the right things the right way for Customers.
Why should you do it?
Good Service leads to increased Customer Satisfaction. This satisfaction builds Customer loyalty, and in turn contributes to improved business profits. Good Service is good business!
What's in it for my Customers?
It makes it easier for them to deal with you, they are more satisfied with you and they will want to do more business with you.
How will you know when you are doing it right?
Your current Customers will keep coming back, new Customers will be referred to you from your existing Customers, and your business will show the returns!
Source: www.business.gov.au
************************************************************************************************
Sales Corner!
Source: Steve Wren - Kingsway Training
**************************************************************************************************
The Team at Focus Plus Service Auditors are excited to announce the arrival of our new monthly Newsletter 'IN Focus'.
In the coming months we will be providing you with up to date information, articles and statistics across different retail sectors on the standards of Customer Service in Australia.
We will also raise and discuss current affairs, points of interest and Customer Service issues relative to the Service industry.
A regular feature of our Newsletter will be the Sales Corner, providing Sales Tips and an insight into the world of Selling.
We welcome your feedback on any of the topics raised in our Newsletter and invite you to forward your comments to info@focusplus.net.au
We hope you find 'IN Focus' enjoyable and informative and we look forward to the next edition!
The Bottom Line Impact of Customer Service
Service is important, but it is not just about satisfying the Customer. There must be a ‘pay off' for the effort, and there is!
Research and case study experience has repeatedly shown that there are many business benefits achieved by providing Customers with high quality Service (Harvard Business Review).
The benefits are certainly there to be gained but can also be quickly lost as the reverse is also true. Customers are becoming increasingly intolerant of long suffered poor Service. There are now serious business implications if you deliver poor quality Service to your Customers.
From a business perspective, the benefits of good Service are many, as it leads to greater revenue from Customers, reduces your operating costs and in turn provides for a healthier business.
BENEFITS OF GOOD SERVICE:
Source: www.business.gov.au
************************************************************************************************
Sales Corner!
Your Real Point of Difference; Your Sales Team!
Why do we measure the performance of the agents we entrust our Customers to? The question answers itself; or does it?
On deeper reflection, the answer is more multi-faceted.
In business we often walk a fine line. The "chemistry of selling" is on one side and your process is on the other. Process alone lacks the 'x factor' that often differentiates your company.
Your agents' ability to personify your vision relies on something a little harder to quantify and a lot rarer to find.
It is our contention that agent's skills sets need to include 5 areas that contribute to good 'chemistry'. They are;
Historically, the agents' applications or shortcomings in the 5 categories mentioned above will be consistent with data you will gain through your Service Audits.
Much of my consultancy work revolves around unlearning old sales axioms that pollute an agent's willingness or ability to be on the offensive without being offensive.
This is an example of one of those fine lines we walk.
When our agents cross these lines it costs us money.
The perception and loyalty our customers have is totally related to our profitability. Happily, this is something that if we're prepared to monitor, we can control.
Goodbye for now and remember; when you're good, getting paid is incidental.
Source: Steve Wren - Kingsway Training