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- 1. Perfecting the Jeff Martineau and Denny Noreikas Sales
- 2. Can you can teach an old dog new tricks?
- 6. Customer Service Cycle graphic
- 7. Your life may depend on this Doctor’s smile!
- 9. Building Rapport: Focus on the Customer
- 10. Building Rapport: Uniform Greeting “ Thank you for calling ACME Glass, this is Annette, how may I help you”
- 11. Building Rapport: Looking for Opportunities to Connect
- 13. Building Rapport: Flexing to the Customer’s Style
- 14. Building Rapport: Demonstrate your knowledge
- 17. Building Rapport: Dow Automotive Product Knowledge and Tools
- 18. Focusing on the Facts
- 19. Focus on the Facts: Effective Listening
- 20. Focus on the Facts: Open and Closed Questions
- 22. Close with Customer Satisfaction
- 23. Close with Satisfaction: Problem Solving
- 24. Close with Satisfaction: Effective Closing Statements
Editor's Notes
- First GSG management is going to explain why they are there, a few goals, and then introduce Denny and Jeff. Jeff to welcome everyone and connect with audience. Style of the presentation is a workshop. This means the general outline is created by us but the value of the content is generated together. Many of the “answers” will come from your colleagues. We gathered information on the current structure of your Customer Service Cycle and will work today towards perfecting that cycle to close more sales. by discussing importance of continuous learning: Common Sense is not Commonly done.
- Nueroplacticity: The good news is our brains can grow, our brains can change. We can learn new things. Review and gather data from Achor. Sell them on their ability to grow and change. Succeed to be happy or be happy to succeed. Slide transition: Let’s talk about where we have been.
- Nueroplacticity: The good news is our brains can grow, our brains can change. We can learn new things. Review and gather data from Achor. Sell them on their ability to grow and change. Succeed to be happy or be happy to succeed. Slide transition: Let’s talk about where we have been.
- Uniform greeting Gathering data Inform and sell value- 4 value initiatives Trial close Gather feedback and data Thank you BREAK: when we get back, we’re going to dig deeper into perfecting the Customer Service Cycle and close more sales
- Uniform greeting Gathering data Inform and sell value- 4 value initiatives Trial close Gather feedback and data Thank you BREAK: when we get back, we’re going to dig deeper into perfecting the Customer Service Cycle and close more sales
- Present Slide: Customer Service Cycle Explain As you know, there is a process for delivering outstanding customer service. We call it the Customer Service Cycle. Let’s review the basic cycle, then we’ll get into each step in more depth. Building rapport: In our context, rapport is a friendly relationship based on mutual liking, trust and a sense that those involved understand and share each other’s concerns. This involves displaying empathy, recognizing that individuals have different social styles and being able to respond appropriately to them. Focusing on the facts: This requires active, effective listening and asking open-ended and close-ended questions to advance the conversation and to close it. Closing with customer satisfaction: This means you offer options as appropriate, summarize the conversation to check for understanding and reach agreement, and finally thank the customer. Ask For any questions on what has just been discussed before continuing. [answer any questions]
- Could insert Stuart smalley and detail on affirmations. Likely a better place for studies on performance when primed to be positive: Doctors, Students, Achor data
- Present Slide: Building Rapport with graphic Explain This exercise helped you get to know each other better. It helped you connect to each other through common interests or characteristics, as well as, an appreciation for what makes each of you unique. Define Rapport: Chet Holmes Ask Why is building rapport important in providing excellent customer service? [take responses and facilitate a discussion] Desired responses: Helps establish some common foundation Helps understand the customer’s social style so you know how to deal with him/her Begins to build a relationship and trust Helps understand customer’s concerns
- Present Slide: Building Rapport Explain What we’ve learned so far about building rapport with your customer is that it starts with your attitude. You don’t want to process customers as if they were components on an assembly line. You want to connect with them on a human level. Remember that the customer you’re talking to at that moment is your only customer. Put a smile in your voice …acknowledge a customer personally …respond to personal comments or information they provide …reassure them. A business transaction involves delivering your core service to customers. But it’s the little things that create loyal customers …the things you do while delivering your core service, your sincere and caring approach that marks you as an exceptional service provider. Old Bullet Points: Don’t process customers; connect with them Focus on the customer Smile …acknowledge …respond … reassure It’s the little things that create loyal customers
- Thank you for calling Granite State Glass this is__________, Can I help you Professionalism Sets the tone Gives them information they need Helps them to proceed
- Empathy- Return Customer- Kids in car- I am sure you are all naturals at this and have not thought about connecting. But when you start to look for opportunities, they show themselves. When you buy a new car suddenly you see them everywhere. Weekly Contest- Who can gather the most personal information on existing accounts: What kind of personal information would be appropriate: Birthdays, Children’s names, ????
- Present Slide: Displaying Empathy Refer Explain We call that sincere and caring approach “displaying empathy.” Remember, empathy is the ability to understand another person’s feelings, thoughts, experience from their point of view, rather than your point of view. To do that, you need to be able to: Read your customer’s tone of voice, pace, physical stance, volume and inflection: You’re listening for verbal clues to their personal style. You’re listening for positive and negative phrases. You’re looking for physical clues in their body language. Reflect Reflect on what you are hearing. What are the feelings being expressed by the customer? Reflect on the situation or issue to begin identifying how you can be proactive with the customer.
- Everyone has their own personal social style. There is no one style that is better than another; they’re just different. Communication is enhanced when you know your own style and can adapt it to a customer’s style as you identify it. As you may know, there are different types of questionnaires and tests designed to identify personality styles, working styles and so on. For our purposes, we’re going to use four basic styles. The four styles are: Ask assertive/task oriented Ask assertive/task oriented people tend to ask lots of questions, are detail oriented and focus on facts. They might tend to be news reporters, scientists, researchers. Ask assertive/people oriented Ask assertive/people oriented people also ask questions, but are more sensitive to feelings and present a more amiable face. These types might be counselors, teachers. Tell assertive/task oriented Tell assertive/task oriented people tend to be very short, very direct and want to get right to the heart of the matter. They focus on facts and the task, rather than people and feelings. These types might be doctors, lawyers. Tell assertive/people oriented Those who are tell assertive/people oriented are also very direct and want to move fast, but they are more sensitive to feelings and may be more expressive. These people might tend toward sales, marketing, advertising.
- What are the four value propositions for GSG?
- What are the four value propositions for GSG? Perhaps I should just print this on a page and hand it out
- Exercise- Each group is given a value proposition. They are to come up with 2 questions they could ask a customer to uncover a need for this value item. Come up with a story or statement regarding the service and include any data or statistics that are relevant.
- Break on either side of this slide
- Present Slide: Focusing on the Facts (cycle graphic) Refer Participants to their participant guides, page 21. Explain So far, we have covered the steps in the Building Rapport segment of the Customer Service Cycle. We learned how to: Display empathy with our customers (and partners) Different social styles How to flex our style to our customers’ to build rapport Now, we’re moving to the next phase of the cycle: Focusing on the Facts.
- Discussions flow more smoothly when At least one person is willing to listen Fewer interruptions We must be open to other’s influence If we don’t we will never understand people When we are open We give others the security to move from their fixed positions and solve problems together We gain influence in relationships People are less defensive when you are listening If we first listen before acting, we act from a position of knowledge BARRIERS TO EFFECTIVE LISTENING Environmental Subject of conversation Customers Personal
- Open-ended questions are your most effective tool to get the information you need to satisfy the customer. They cannot be answered in one word. They usually include who, what, where, how, why or how much. Use open-ended questions to encourage customers to open up and give you more information, to clarify information, to focus on a particular issue and to get feedback. Encourage customers to open up and give you more information Clarify information Focus on a particular issue Get feedback Close-ended questions Help control or limit responses Verify or clarify information Control the interaction and bring closure Help obtain agreement
- Collecting customer information allows you to understand there needs and if appropriate follow-up. Ask Dave Ryan to state the four critical pieces of information we want to gather on each call. List them.
- Present Slide: Close with Customer Satisfaction (cycle graphic) Explain Now, we come to the final step in the Customer Service Cycle — Close with Customer Satisfaction. For some, this may be the most difficult part of the process. But, following the three steps within this part of the cycle will help ensure success. First, you offer a solution to the customer’s problem. If appropriate, you present options to the customer. Second, summarize the conversation to check for understanding. Third, ask for agreement and close the interaction by thanking the customer.
- Question whether I need to list all these items in slides or just discuss. In the course of your interaction with a customer, you should be problem-solving to identify solutions to the customer’s problem. To do that, you need to: Be prepared. Do your research, gather and analyze the information you get from asking questions to identify an appropriate solution. Know your products and processes, so you can make use of this specialized knowledge to assist customers in resolving problems. Identify the root cause of a problem. Demonstrate to your customer that you can troubleshoot a range of problems. Retain your professional, helpful attitude, think analytically and control your emotions. Provide options to resolve the problem, and negotiate a solution that is acceptable to the customer and to the Company. Take ownership of the situation: take action on the resolution and initiate corrective action to prevent reoccurrence of the problem. Before you can move toward agreement, you must make sure you and the customer understand each other; that you clearly understand the customer’s situation and are prepared to take action to solve the problem to satisfy the customer. Summarize for the customer what you’ve talked about and agreed on as a resolution of the situation. Make sure you get it right…even putting it in writing when appropriate. This is where your reflective and active listening skills are challenged again. During the course of an interaction, a customer will give you verbal and non-verbal clues that indicate where they stand. You need to pay close attention to these clues – especially if there are shifts in clues that tell you and your customer are no longer moving in the same direction. Positive clues are easy and get you to the close more quickly.
- Clsoing is personal. Everyone is different and has their own style. Series of questions. Assume the sale- Furniture sales story Page 207. Risk reversal- moneyback guarantee or satisfaction guarantee…warantee, repair service What can GSG add ot encourage people to buy right now? What gifts could GSG giveaway? What product or service that does not cost GSG anything could entice people to buy now? Share your method.
- How many calls are taken in a day? How many are closed? Where do we lose prospects? What is every call worth to GSG. Try something new for a week. Keep track of your success. If you take 20 calls in a day and you typically close 10, one more job a day is a XXX% increase.
- More detailed take home workbook for each of you. Allow you to dig deeper. Reference to excellent books. Remember: 44 % doctors are overwieght. Common sense does not equal commonly done. Take one or two things you have learned today from your colleagues, use it in your daily life and enjoy your success.