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Hub You - Really WINNING Over Customers
Workplace diversity refers to the variety of differences between people in an organization. That sounds simple, but diversity encompasses race, gender, ethnic group, age, personality, cognitive style, tenure, organizational function, education, background and more. Diversity not only involves how people perceive themselves, but how they perceive others. Those perceptions affect their interactions. For a wide assortment of employees to function effectively as an organization, human resource professionals need to deal effectively with issues such as communication, adaptability and change. Diversity will increase signi
Feel for real. The sales pitch should many times be part of a natural conversation. It should often be a natural solution or recommendation. Be yourself. Go one level higher: be your BEST self.
Listen, listen, listen. Let the customer talk, hear where they are coming from, empathize, break the ice. Consider emulating somebody you know who seems to truly get along with everybody they meet, and vice versa. You’ll find they are often great listene
There are many ways to get a deal these days, but before you give in to the temptation to jump on board thinking you are saving a lot of money, consider things in perspective. If someone walked up to you wearing a trench coat offering a deal on an expensive watch, your instincts would tell you it is most likely stolen. If you bought it anyway, you would be just as guilty as the thief.When you are dealing with the Internet, the guys in trench coats can put up a respectable looking site and make themselves look just like a fine jeweler. If their prices are about the same as everyone else, then it may be harder to spot
1. STRENGTH.
2. EMOTION.
3. CONFIDENCE.
If you are in sales or taking customer cancellation calls, exercising these three qualities well can help you be more successful.
Your strength will come from the knowledge of your product and the ability to get back up after a fall.
Your emotion will come from your belief, real or feigned, that your product is the best product in its class, and your empathy for the reasons why customers would want to stop using your product and/or to go with a competitor.
Your confidence will come from within; it is something you should demonstrate so that others believe in what you are telling them. If you do not sound confident that you can handle what problems come across your desk, then customers will not have confidence in you.
These three qualities combined are a powerful force. I have seen even the shyest of people exercise all of them! People can really open up when given all the tools they need to do something, like win over customers. Being outgoing and confident are simply qualities of a professional.
Here are some tips that can help you put your strength, emotion, and confidence to work at keeping customers coming your way.
Money ISN’T everything. How many times have you bought something you couldn’t afford, or shouldn’t have, or was a splurge to “treat” yourself? Do you know of any people who have done so? This is an important thing to remember in sales and customer retention: people will buy things even if they shouldn’t. Who REALLY needs half of the things everybody owns?
Ask questions. Get to the bottom of why people are not buying your service. Don’t worry, most people love to talk about themselves, and will answer questions asked of them. If you are afraid, just remember, the worst thing that can happen is that they will say no. “The only thing we have to fear is fear itself.”
Keep it simple. Avoid excessively long or complicated sales pitches. That can confuse or inconvenience callers. Few people will be leaning forward hanging on every word, as they probably just wanted to make a quick call. (It also won't help your call times.)
Know your company. Know your products, services, and public web pages ‘in and out’. Know your company’s history, office locations, and who’s who in your organization.
Feel for real. The sales pitch should many times be part of a natural conversation. It should often be a natural solution or recommendation. Be yourself. Go one level higher: be your BEST self.
Listen, listen, listen. Let the customer talk, hear where they are coming from, empathize, break the ice. Consider emulating somebody you know who seems to truly get along with everybody they meet, and vice versa. You’ll find they are often great listener
If you apply the rules of (business) architecture in management you will be able to build a coherent business.Have you ever seen a church with a roof vault somewhere in the middle? If you walk in a library you see books. Easy. The main function of a library is to present books and other communicating material in a way that it is accessible for the public. A retailer has borrowed this concept, but the library was there first.Architects have thought about this. They now about functions, they develop (design?), a matching form or construction and – although you may not like the style – the whole will normally b
Your confidence will come from within; it is something you should demonstrate so that others believe in what you are telling them. If you do not sound confident that you can handle what problems come across your desk, then customers will not have confidence in you.
These three qualities combined are a powerful force. I have seen even the shyest of people exercise all of them! People can really open up when given all the tools they need to do something, like win over customers. Being outgoing and confident are simply qualities of a professional.
Here are some tips that can help you put your strength, emotion, and confidence to work at keeping customers coming your way.
Money ISN’T everything. How many times have you bought something you couldn’t afford, or shouldn’t have, or was a splurge to “treat” yourself? Do you know of any people who have done so? This is an important thing to remember in sales and customer retention: people will buy things even if they shouldn’t. Who REALLY needs half of the things everybody owns?
Ask questions. Get to the bottom of why people are not buying your service. Don’t worry, most people love to talk about themselves, and will answer questions asked of them. If you are afraid, just remember, the worst thing that can happen is that they will say no. “The only thing we have to fear is fear itself.”
Keep it simple. Avoid excessively long or complicated sales pitches. That can confuse or inconvenience callers. Few people will be leaning forward hanging on every word, as they probably just wanted to make a quick call. (It also won't help your call times.)
Know your company. Know your products, services, and public web pages ‘in and out’. Know your company’s history, office locations, and who’s who in your organization.
Feel for real. The sales pitch should many times be part of a natural conversation. It should often be a natural solution or recommendation. Be yourself. Go one level higher: be your BEST self.
Listen, listen, listen. Let the customer talk, hear where they are coming from, empathize, break the ice. Consider emulating somebody you know who seems to truly get along with everybody they meet, and vice versa. You’ll find they are often great listene
Have you ever had a time when a gap in employment history had to be explained to a prospective employer? Even when the situation is easily explained, such as going back to school for a college degree, it is often tricky to find the right way to approach this topic on your resume.The first thing you need to know is that it must be dealt with. Employers do not like to see a gap in employment history. They become suspicious when they see one. Your best means of handling this is to be honest and straightforward about it. There are some ways of stating your reasons so that they come across sounding better to the empl
Here are some tips that can help you put your strength, emotion, and confidence to work at keeping customers coming your way.
Money ISN’T everything. How many times have you bought something you couldn’t afford, or shouldn’t have, or was a splurge to “treat” yourself? Do you know of any people who have done so? This is an important thing to remember in sales and customer retention: people will buy things even if they shouldn’t. Who REALLY needs half of the things everybody owns?
Ask questions. Get to the bottom of why people are not buying your service. Don’t worry, most people love to talk about themselves, and will answer questions asked of them. If you are afraid, just remember, the worst thing that can happen is that they will say no. “The only thing we have to fear is fear itself.”
Keep it simple. Avoid excessively long or complicated sales pitches. That can confuse or inconvenience callers. Few people will be leaning forward hanging on every word, as they probably just wanted to make a quick call. (It also won't help your call times.)
Know your company. Know your products, services, and public web pages ‘in and out’. Know your company’s history, office locations, and who’s who in your organization.
Feel for real. The sales pitch should many times be part of a natural conversation. It should often be a natural solution or recommendation. Be yourself. Go one level higher: be your BEST self.
Listen, listen, listen. Let the customer talk, hear where they are coming from, empathize, break the ice. Consider emulating somebody you know who seems to truly get along with everybody they meet, and vice versa. You’ll find they are often great listene
“How LOW can you go?” is what you think about when you do the limbo. Since we’re talking about marketing, I’ll ask you this: How BOLD can you go, in describing what you do?I was coaching a private client this week about how to turn his Kitchen Designer elevator speech into a conversation that elicits a prospective client meeting, right there at the networking event and in less than 5 minutes! The key? Come up with a claim for what you do that is the BOLDEST thing you can think of (while still being legal, of course).Your claim should be so bold that the person listening to you will say “Wow, r
Keep it simple. Avoid excessively long or complicated sales pitches. That can confuse or inconvenience callers. Few people will be leaning forward hanging on every word, as they probably just wanted to make a quick call. (It also won't help your call times.)
Know your company. Know your products, services, and public web pages ‘in and out’. Know your company’s history, office locations, and who’s who in your organization.
Feel for real. The sales pitch should many times be part of a natural conversation. It should often be a natural solution or recommendation. Be yourself. Go one level higher: be your BEST self.
Listen, listen, listen. Let the customer talk, hear where they are coming from, empathize, break the ice. Consider emulating somebody you know who seems to truly get along with everybody they meet, and vice versa. You’ll find they are often great listene
While heading home at day’s end, you begin reflecting on a coaching meeting you had earlier that day with an employee, Chris. You hope that, this time, you finally succeeded in getting her to understand the importance of spending less time in disruptive socializing in the office and more time elevating her performance. If not, you feel that your only remaining alternatives are to give her a poor performance evaluation or demotion or may even fire her. You’re reluctant to do either of the first two things because you know these would disrupt the positive work relationship you’ve had with Chris. And you don’t really want to f
Feel for real. The sales pitch should many times be part of a natural conversation. It should often be a natural solution or recommendation. Be yourself. Go one level higher: be your BEST self.
Listen, listen, listen. Let the customer talk, hear where they are coming from, empathize, break the ice. Consider emulating somebody you know who seems to truly get along with everybody they meet, and vice versa. You’ll find they are often great listeners.
Everybody deserves a second chance. Make two different offers/solutions, maybe even a third at the last minute, before it’s all over.
Don’t beg for rejection. Be careful of saying "You don't want… do you?" or meekly asking “Can I offer you…?” Those are not strong, confident, or emotional statements. Assume the best!
Now that you get the idea, let’s put it into specific phrases, so that we have a framework to get started. Here are some examples of strong, emotional, and confident statements to use while making your pitch:
You know, you might like -
I do believe we have….
Wow, I understand completely how you feel. Let me get you -
I recommend / I'm going to recommend / I would recommend -
Oh! Well, then you should try our -
While these phrases can help you get your offer out there, here are some ways you can sound more “real” while doing so. The last thing you want to do is sound like a robot!
Space your words out. to sound like you're really just then remembering something. Not like you automatically dish out that information all the time. Listening to professional storytellers like Garrison Keillor on the radio, on the internet, or at special events can help you develop your natural speaking style.
Study your recorded calls and try to hear them from the customer's perspective. What can you do better? Everybody can always improve. Be honest with yourself. What are you not doing that you could, and vice versa? Take notes.
Learn when to let go. Respect customers who have reached the point where they definitely don’t want your product. If your sales efforts sound true and are not ‘overkill’, they might respect that in return and come back to you someday. A very bad experience with you will only hurt you and your company.
Stay positive and keep moving! Ignore negative co-workers who can bring you down. Accept that some days will not be the best.
…And the next thing you know, you’ll be the best!
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