Tag Archive: sales management

Become A Top Performer in Customer Relations

Become A Top Performer in Customer Relations

Do want to be known as “The Expert” or “The Guru”? Do you want to advance your career and income? If you answered yes to both of these questions then you need to become a “Top Performer” in your profession. Whether you are now a Manager, Executive, Consultant, Sales or Service Specialist, then Customer Relationship skills will be one of the keys to your success. Experience and knowledge in your area of specialty may make you an above average performer, but to be a “Top Performer” start implementing the following 24 Customer Relationship skills and action items today.

Top performers are successful by being honest, respecting a clients intelligence and focusing all their energies on how to make a difference in a clients life. After reviewing the following “Top Performer” Customer Relationship skills and action items, you will know how to be more effective, efficient, and successful.

Building a strong relationship with your customer will last a lifetime and will be your #1 success factor in your career.

1. Show off your offering “Live” by hosting seminars. Customers viewing offerings first hand will dramatically improve positive reactions.

2. Make mentoring available to your customers. Provide one day a week, one day bi-monthly, or one day monthly where you are available face to face with the customer. Give them a list of what you can do during this time period. Example, training, audits, project reviews, etc.

3. Do a 20 customer road show twice a year. Nothing beats going into the field and meeting customers face to face to better understand what they need and show them what you have to offer.

4. Make the selling process as easy as possible. A long, complex selling process will turn off customers and drive them to your competitors.

5. Showing or presenting an offering three or more times to a customer will result in a more positive impact.

6. Setup an annual meeting with your customer to discuss where there business is going the following year and review your companies long term vision.

7. Connect with a customer on a personal level through common interests and goals. Make efficient use of the buyer’s time, be courteous and polite.

8. Create a pattern of dependability by making small promises and over delivering on results.

9. Be an honest advisor. Present both the strengths and weaknesses of your offering. It is better for the customer to learn about your weaknesses now than to discovering them later.

10. Reduce customer stress. The easier it is for the customer to do business with you the greater their likelihood of repurchasing.

11. Be polite and respectful of a customer’s time and schedule. Always ask when the best time to see and talk with them.

12. Ask for small things first. A customer who says yes, is more likely to say yes to bigger requests later.

13. Positive momentum creates positive momentum. Ask a customer first, “How are they doing?” When the customer states they are feeling good, they are more inclined to give you a positive response to your next request.

14. If you smile, people will respond in kind and be more open to your message.

15. Keep your tone upbeat. Make a point to elevate everyone you come in contact with . When they hear your name, their mood will be lifted.

16. When a customer can’t buy or won’t buy, fall back and ask for names who might have an interest.

17. When a customer says no to your first big request, ask for a smaller one. Customers feel obligated when you make a concession. Present your most expensive option first.

18. We prefer to buy from people we like. We really like people who like us. Being likeable is as simple as helping customers feel happy, relaxed, and even feel good about themselves.

19. The more you make a relevant, yet unexpected connection with their lives, the greater chance of gaining their interest.

20. Mimic your customers feelings, tone, attitude, and gestures. They respond better to like people.

21. Meeting over food and drink has a positive impact on customers reactions to your offering. Dine, drink coffee, listen, talk, connect. Sharing meals has significant impact on customer attitudes.

22. Remembering a customers name and personal details can have a dramatic impact on your ultimate success. This shows that you value them.

23. Keep silent. When you don’t speak, you create the need for the customer to make a decision or keep talking providing you with more information.

24. Pay attention to details. Customers make a direct connection between attention to detail and competence. Pay attention to spelling, out of place items, grooming, dress, hotels you use, etc.

Growing Your Small Business Sales Through Creating Connections

Growing  Your Small Business Sales Through Creating Connections
Your mission as a business owner is to develop a marketing strategy which offers your potential clients/customers a way to improve their situation in a certain way, solve a problem, provide more value, or open new opportunities for them which will motivate them to pick up the phone and buy from you. This requires that the focus of your marketing plan be placed on your customer – NOT ON YOU! Taken from The 90 Day Marketing Marathon Blunders from A to Z these ten powerful tools will support you in creating meaningful connections with your clients/customers and providing real time solutions to their challenges of the today.
1.   Custom Assessments.

By using a tool such as Assessment Generator you can build custom assessments which will allow the visitors to your website the opportunity to engage with you while providing value which is memorable.  With Assessment Generator you as the business owner will receive the basic results of the survey to see if clients are where they want to be in their lives or their businesses.
2.   Online Survey Tools.

A well-designed online survey can greatly empower business, academic, and charitable organizations by finding out quickly what is on the minds of your current and prospective customers/clients. Creating an online survey can be extremely simple and convenient with a free survey tool such as Advanced Survey or Zoomerang. By designing a survey and sending this to your database, you can poll targeted groups quickly and in detail while obtaining real time results.
3.   “Feedback” Hot Links.

As you update your website, author articles, or launch new products and services, add a “feedback hot link” to your site or to your e-mail signature. This link can state “Send me feedback” or “Send me your comments” and will automatically link to an e-mail which can be used for your website visitors to provide you with insight into what is working and what is not with your products and services. The key is to make communicating with you as easy as possible.
4.   Weblogs With Comments.

A weblog is a simple yet compelling online environment, which will allow you to put your thoughts, ideas, and experiences on the web via a journal, photo album, or diary. With a tool such as Typepad you can provide your clients and customers with access to your online journal AND allow them the ability to comment to your posts. If you are blogging around a topic which creates discussion or a topic which can generate ideas for your new products and services, you will find that blogging with a tool which allows for comments will take your products and services to a more advanced and sophisticated level quickly and with the support of your customers/clients.
5.   Client Scenarios That Create an Emotional Tug.

What are the typical challenges of your clients, what do they complain about to others, and what do they really want in life? Do they say things such as:
·    I am a CEO, and I cannot seem to motivate my team.
·    I am a pet owner, and I am looking for a Veterinarian I can trust.
·    I am a Solopreneur who is working for a lunatic.
·    I am a business owner who is looking to invest my money to double my financial wealth.
·    I am a new college graduate, and I am looking for the career of my dreams.

By honing in on what’s most important to your website visitors and actually posting these for the world to see, you will begin to connect with these folks in a way which calls the emotions to be tapped.  List these client scenarios in bullet form on your website, and link each scenario to a very tangible benefit of what you can offer.

Example: If you are marketing to pet owners who are looking for a Veterinarian he/she can trust, link this client scenario to a special report on “The Top Ten Questions to Ask When Hiring a Veterinarian for Your Pet.”
6.   Data Driven Landing Pages.

Landing pages, also known as “jump” pages in the world of marketing, are self-contained web pages that visitors are driven to for a specific purpose (usually for the purpose of collecting e-mail addresses.)  Landing pages are very focused and usually contain a message, in most cases to allow you as the web host to determine what visitors click on as well as other statistics.  A data driven landing page contains a form requesting the user to enter contact information, usually in order to get something, such as a free special report, newsletter, or to register for an upcoming event. By including a question on this page such as “What is the thing you most want in the area of _______________” (fill in the blank) you will be able to see trends of what folks most want, which can be key to the growth of your business.
7.   A Research and Development Team.

A Research and Development team is a group of people you invite to join you in developing your products, programs, and services.  Your R & D Team may be as small as ten people or as large as 1,000 people. It is recommended that you call on your R & D team at least two times per month, as they will provide you with valuable information about what is working/not working in your business, and they will tell others about what you are up to.  As your business grows, you will want to continue to add people to your list so that you have a cross section of people, ideas, and perspectives from people from all walks of life and all corners of the globe.
8.   A Mastermind Group.

The purpose of a mastermind group is to share thoughts, ideas, opinions, and information.  To be successful in business, it is important for this group to be supportive and to care enough about you and your business to provide you with honest feedback about what they see is possible for your business.  Spend at least one hour per week with your mastermind group, and use the feedback gained to grow your life, both personally and professionally.
9.   A Product/Service Development Team.

Are you ready to develop a new product or service, and you just don’t know where to begin or how to make it happen?  If so, invite ten of the coolest people you know to support you in developing the new product or service in exchange for a slice of the pie once the product/service is launched.  People love to share their wisdom, especially when they know that they are involved in development of something that will be financially rewarding in the end.
10. Risky Business.

One time per month, add one product or service that is out of the norm or a little bit risky for you and your business.  Why?  Because it will keep your mind moving and will allow your customers to sample something which is cutting edge and exciting!  Example: You are a bookstore owner, and you host a “Mystery Night.”  Invite the public to preview the 12 hottest mysteries by attending a masquerade party on the premises of your bookstore – loads of fun, intrigue, and excitement.  A suggestion/comment box can be situated near the door, inviting guests to contribute feedback and ideas for the next big event for your biz.

Top Performer: Top Customer Relationship Skills

Top Performer: Top Customer Relationship SkillsTop Performer: Top Customer Relationship Skills
Top Performer: Top Customer Relationship Skills. Do want to be known as “The Expert” or “The Guru”? Do you want to advance your career and income? If you answered yes to both of these questions then you need to become a “Top Performer” in your profession. Whether you are now a Manager, Executive, Consultant, Sales or Service Specialist, then Customer Relationship skills will be one of the keys to your success. Experience and knowledge in your area of specialty may make you an above average performer, but to be a “Top Performer” start implementing the following 24 Customer Relationship skills and action items today.

Top performers are successful by being honest, respecting a clients intelligence and focusing all their energies on how to make a difference in a clients life. After reviewing the following “Top Performer” Customer Relationship skills and action items, you will know how to be more effective, efficient, and successful.

Building a strong relationship with your customer will last a lifetime and will be your #1 success factor in your career.

1. Show off your offering “Live” by hosting seminars. Customers viewing offerings first hand will dramatically improve positive reactions.

2. Make mentoring available to your customers. Provide one day a week, one day bi-monthly, or one day monthly where you are available face to face with the customer. Give them a list of what you can do during this time period. Example, training, audits, project reviews, etc. Top Performer: Top Customer Relationship Skills

3. Do a 20 customer road show twice a year. Nothing beats going into the field and meeting customers face to face to better understand what they need and show them what you have to offer.

4. Make the selling process as easy as possible. A long, complex selling process will turn off customers and drive them to your competitors.

5. Showing or presenting an offering three or more times to a customer will result in a more positive impact.

6. Setup an annual meeting with your customer to discuss where there business is going the following year and review your companies long term vision.

7. Connect with a customer on a personal level through common interests and goals. Make efficient use of the buyer’s time, be courteous and polite.

8. Create a pattern of dependability by making small promises and over delivering on results.

9. Be an honest advisor. Present both the strengths and weaknesses of your offering. It is better for the customer to learn about your weaknesses now than to discovering them later.

10. Reduce customer stress. The easier it is for the customer to do business with you the greater their likelihood of repurchasing. Top Performer: Top Customer Relationship Skills

11. Be polite and respectful of a customer’s time and schedule. Always ask when the best time to see and talk with them.

12. Ask for small things first. A customer who says yes, is more likely to say yes to bigger requests later.

13. Positive momentum creates positive momentum. Ask a customer first, “How are they doing?” When the customer states they are feeling good, they are more inclined to give you a positive response to your next request.

14. If you smile, people will respond in kind and be more open to your message.

15. Keep your tone upbeat. Make a point to elevate everyone you come in contact with . When they hear your name, their mood will be lifted.

16. When a customer can’t buy or won’t buy, fall back and ask for names who might have an interest.

17. When a customer says no to your first big request, ask for a smaller one. Customers feel obligated when you make a concession. Present your most expensive option first.

18. We prefer to buy from people we like. We really like people who like us. Being likeable is as simple as helping customers feel happy, relaxed, and even feel good about themselves. Top Performer: Top Customer Relationship Skills

19. The more you make a relevant, yet unexpected connection with their lives, the greater chance of gaining their interest.

20. Mimic your customers feelings, tone, attitude, and gestures. They respond better to like people.

21. Meeting over food and drink has a positive impact on customers reactions to your offering. Dine, drink coffee, listen, talk, connect. Sharing meals has significant impact on customer attitudes.

22. Remembering a customers name and personal details can have a dramatic impact on your ultimate success. This shows that you value them.

23. Keep silent. When you don’t speak, you create the need for the customer to make a decision or keep talking providing you with more information.

24. Pay attention to details. Customers make a direct connection between attention to detail and competence. Pay attention to spelling, out of place items, grooming, dress, hotels you use, etc. Top Performer: Top Customer Relationship Skills

Zig Ziglar Sales Training

Zig Ziglar Sales TrainingZig Ziglar Sales Training

Zig Ziglar Sales Training. To further drive the success of the Ziglar franchise in Australia we are looking for resellers across Australia to market the sales training classes in Brisbane, Melbourne, Sydney and Perth.

As a reseller you have access to marketing materials and content, access to the sales training and Zig Ziglar products.

For further information on our sales training in Australia visit www.ziglar.com.au or for specific details see Zig Ziglar Sales Training

Secrets of Closing the Sale http://www.ziglar.com.au/salesclosingtraining.htm and the Ziglar Sales System http://www.ziglar.com.au/salestraining.htm.

Zig Ziglar has opened his sales training into Australia. To grow the busienss and share the success of the Zig Ziglar business, Ziglar Australia are looking for people and companies that would like to resell the Ziglar sales training services.

To further drive the success of the Ziglar franchise in Australia, Ziglar is looking for resellers across Australia to market the sales training classes in Brisbane, Melbourne, Sydney and Perth. Zig Ziglar Sales Training

As a reseller you have access to marketing materials and content, access to the sales training and Zig Ziglar products. Expected income is $1000 to $10,000 per month, with no reseller fees.

For further information on our sales training in Australia visit www.ziglar.com.au or for specific details see

Secrets of Closing the Sale http://www.ziglar.com.au/salesclosingtraining.htm and the Ziglar Sales System http://www.ziglar.com.au/salestraining.htm.

Contact Ray Schroder for further information at http://www.ziglar.com.au/Contact.htm
Ensuring training makes the leap from education to performance and profits is essential in today’s marketplace. What can companies do when evaluating the myriad of options available?

Knowledge is power. This is an old adage that has been around for a long time. However, now more than ever it is true. As Eric Hoffers says, In times of change the learner shall inherit the earth, while the learned finds themselves beautifully equipped to deal with a world that no longer exists. With technology advances, and the market becoming more and more competitive it is critical that an organization has a workforce that is not only skilled, but is constantly improving those skills. No business can expect growth tomorrow while it rests on the successes of yesterday. Management expects and even demands performance efficiency increases. This can only come from a culture where learning is valued and encouraged.Zig Ziglar Sales Training
The Challenge of Selecting Performance-Driven Training
You may have been given the task to create this environment and/or feed this environment of learning. No training department can be the answer to everyone’s needs. A 2002 report by The Conference Board found that 55% of companies outsource part of the training function. There are many instances when you should go outside the expertise of your organization and look for learning providers. But one quick search on the internet is enough to send you running for cover! It is staggering how many vendors there are that want to teach your staff the art of just about anything. From sales to forklift safety from OSHA compliance to training in tropical diseases. You name it you can find someone who is willing and even eager to come to your organization and teach your staff about it.

Selecting an effective training program is a complex process that requires diligently matching an organization’s needs to its employees’ needs and aligning both of these to create desired outcomes usually improved performance and increased profits.

The process is complex because effective training utilizes a company’s style, voice, mission and many other customized elements that are not available in off-the-shelf training options. What enterprises truly want is to equip their work force with information that works in the moment and provides a real time benefit to a specific product or service.

Benefits of Outsourcing your Training
Why should you outsource your training when you probably have many qualified Subject Matter Experts (SME) in your organization? Outsourcing parts of your training function can have many benefits for your organization. The potential of saving your organization money in the long run is probably the biggest factor that motivates most businesses to outsource. Sure you can take your SME’s off their regular jobs to develop content for specific training your staff needs, but the cost of lost productivity plus the SME’s lack of knowledge of sound education principles usually spells disaster for the final learning product. By outsourcing you save not only money in lost productivity, but you also cut back on expenditures of software, printing costs etc. You place the burden of those fixed costs on the vendor and only pay a per use charge. Many times this will save an organization thousands of dollars.

You also gain the benefit of having your staff focus on what they know best – your business. While some of the learning that takes place in your organization is very specific to your business, a large part of the training you need can be done by an outside vendor more efficiently and with greater expertise. Your staff is freed up to focus their valuable time and attention on improving your products and services to the benefit of your customers and your bottom line. Just as you are focusing on your business, a good training vendor is focusing on their business learning. Many times an outside vendor will have cutting-edge technology or the latest development in a certain topic. Take advantage of their research.
The goal of all business is that employees within the framework and extended facets of the business are all constant students. The hope of this belief is that all functional teams in a businesses ecosystem are self-directed, self-motivated, and self-sufficient. This desire is the reasoning behind a majority of the training programs developed and offered in the soft-skill space.
In the early 90’s Gerald O. Grow offered a self-directional model that adapted itself from the arguments put forward by Blanchard’s situational self-leadership model. Grow’s contention was that in order for training to be effective we have to move away from instructor-led platforms to participant-driven classrooms. Such self-direction only comes when the student buys into the concept of constant learning. Zig Ziglar Sales Training

Grow suggested that in order for learning to become self-directed and training to have a chance, organizations interested in optimizing their training efforts needed to know which stage the individuals were in.

The goal is that in order for professionals in today’s marketplace to stay competitive and effective, they have to move from being dependent on someone to coach them to becoming self-directed in a consultative atmosphere where adaptability and flexibility are the norm. It is also understood that successful training programs build each component into their activity arsenal so that regardless of where the participant is, the instructor can assume the role of a coach, motivator, facilitator or consultant.

Selecting the Right Program
So, how do organizations solve the challenge of selecting appropriate training that delivers measurable results and keeps the work force engaged and motivated?
The easy approach to selecting training would be to charge on board with the current fad or the trend that seems to be popular. In Good to Great, Jim Collins alluded to the fact that great organizations are ones that maintain a status quo of core beliefs over a period of time. Almost every organization that looks at adding new external components to solidify existing processes needs to be cognizant of the amount of change being introduced into the enterprise. Zig Ziglar Sales Training

People are aware of the need to change and hope that every new idea in some ways complements and supplements that which is already in place. Changing direction is okay as long as people understand that the company is not changing the destination with every new input. That’s where frustration comes in. The following steps will assist in the selection of a training program:

1. Verification from all departments that are directly or indirectly involved on what is needed to strengthen the process.

2. Being open to new inputs from everyone who touches the customer.

3. Input from personnel on what new skills they would like to have and what gaps need to be effectively addressed.

4. A measurement from the training provider that shows opportunity to gauge progress before, during and after implementation.

5. Additionally, if the training provider can quantify the approach and provide sophisticated dashboards for a snapshot view on where the improvements are taking place, this would make selection of the program easier.

6. Looking at training companies that can tailor the approach to include customization of the process to fit a specific industry.

7. Benchmarking the effectiveness internally but also benchmarking the broader industry that an enterprise works

within to see what training the competition is using to gain the same market share.
If you are now thinking about how using an outside vendor can be beneficial to your organization, then you need to consider how you will sift through all the options available to you. There are seven key questions you should ask any vendor before investing in their learning content and delivery. Zig Ziglar Sales Training
Key Consideration: Measurable
Key Question #1: Is the training measurable?
This is, of course, the age-old question, how do I know I am getting an adequate return on my investment? There are many evaluation equations circulating that help you calculate your return on investment. Probably the most trusted model is Kirkpatrick’s four-level model of evaluation. In this model you evaluate training on reaction (how the trainee feels about the training); learning (determine the amount of learning that takes place); behavior (on¬the-job behavior changes due to the learning); and results (did the learning meet the desired results.) A reputable outside vendor should be able to show you how they (or you) will measure the effectiveness of the program on at least two of the levels mentioned above.

Training programs that showcase measurability and are built with reinforcement in mind have greater success because they are built on the framework of taking guesswork out of the equation. If the training group is surveyed prior to implementation on their skill set, and the program implemented takes into account the specifics
of such a survey, then the program can be tailored to focus on the areas needing most improvement. This gives the learner the luxury of knowing that the goal of the training is to address the gaps that are preventing them from having true success. In addition, when
reinforcement on learned skills comes every week in the form of difference-making information, the validation is complete. Zig Ziglar Sales Training

By looking for and insisting on tracking mechanisms that allow you to prescribe solutions based on real data and diagnosis, you have a better shot at real improvement for the people you are training.

For the full sales training selection report contact Ziglar Australia.