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January 25, 2011 Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Abbey Northwest Quarterly Regional Sales Training.

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Presentation on theme: "January 25, 2011 Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Abbey Northwest Quarterly Regional Sales Training."— Presentation transcript:

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2 January 25, 2011 Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Abbey Northwest Quarterly Regional Sales Training

3 Participant Materials and PowerPoint Slides can be found:

4 After attending this workshop, you will walk away with: Practical strategies to attract and retain your customers Easy-to-implement sales & service strategies to transform your business An action plan to help you move forward with your team

5 My primary business objective is to: 1.Acquire more customers. 2.Make more money. 3.Make employees happier. 4.Make customers happier. 5.Make work more fun. From The Wow Factory- Creating a Customer Focus Revolution in your Business by Paul Levesque

6 My primary business objective is to: 1.Acquire more customers. 2.Make more money. 3.Make employees happier. 4.Make customers happier. 5.Make work more fun. From The Wow Factory- Creating a Customer Focus Revolution in your Business by Paul Levesque

7 From the customer’s point of view… 1.They are buying your “whole experience” 2.They are looking to see who adds the “most value” 3.They are looking for exceptional, consistent service Adapted From The Wow Factory- Creating a Customer Focus Revolution in your Business by Paul Levesque

8 What is your business? Help customers in their dream of …. What is your business? Help customers in their dream of …. Creating a beautiful home -Warren Tyler, Unleashing your Selling Potential (Abbey Carpet Sales Training )

9 What is your role? You are a trusted advisor who helps customers achieve their dream homes.

10 As a Professional, you: 1. Take responsibility 2. Love your job 3. Are a champion for your customers 4. Sell yourself first 5. Truly love and respect people 6. Give your best efforts on a daily basis 7. Make every interaction count

11 As a Professional, you: 8. Focus on the needs of your customer 9. See yourself as a valued added resource 10. Model integrity & keep commitments 11. Offer feedback to others 12. Invest in improving your skills

12 As a Professional, you: 13.Set and exceed goals 14.Hold people accountable 15. Are enthusiastic and passionate

13 Definitions Sales is the art of being liked. People trust people they like. Your goal is to make the customer feel comfortable Adapted From Warren Tyler (Unleashing your Sales Potential)

14 Definitions Customer service is the perception by the customer that you have met or exceeded her needs. For that one customer it is a moment of truth. To deliver consistent service, your business needs systems

15 Who is your Customer? Your Mother Your daughter Your wife Every customer is a part of your sales force!

16 Survey Results 19 out of 31 surveys were turned in!

17 What is the most pressing training need? Putting customers at ease Customer service follow up How to listen and understand the customer and not be nervous Qualifying customers Closing sales and following up on needs How to keep the few customers who come in door and how to close the sale before they go somewhere else Employee’s self confidence Sales skills Building a relationship with the customer Carpet knowledge

18 What is the biggest issue facing your store? Don’t always have serious buyers (Many customers are gathering information) Inconsistent information for customers in the industry/Misinforming customers (from Box stores) Not having educated staff in stores to explain products correctly Difficult for customers to differentiate between the professionals/experts in the field from those who are not The (Internet) advertising not bringing a lot of qualified leads (And not bringing enough people who are ready to buy)

19 What is the #1 obstacle that prevents you from being successful? Time management Aggressive sales staff The fear of rejection from the customer Lack of sales Needing tools to be more confident in sales Customers who are very price oriented

20 What is the biggest issue facing your store? Not enough traffic/customers Price oriented customers Keeping employees trained Cash flow Afraid of rejection Can’t close as many sales as would like The economy

21 What is the #1 obstacle that prevents you from being successful? The Economy

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23 Creative Ways to Provide Value 1.Think about each step of a typical customer’s interaction or “touch point.” 2.Brainstorm creative ways to provide exceptional value in each touch point. 3.Build systems or processes that enable you to do this on a consistent basis.

24 From Start to Finish 1.How does a typical customer hear about you? 2.What does your web presence look like? 3.Is your business using social media? 4.Do you have a consistent brand image? 5.What ways does a customer contact you? 6.How would you rate your customer’s first impression with your business?

25 From Start to Finish 7.How would your rate your initial meeting with your customer? 8.How would you rate your quality, responsiveness, explanation of fees, etc. 9.Do you have a feedback system in place for your customer to provide testimonials and suggestions? 10.What follow-up systems do you have in place? 11.How do you stay in contact with your customer?

26 From Start to Finish 12.What ways do you ensure you are hiring service- minded staff members? 13.How are you communicating your service expectations to your staff members? 14.What ways are you recognizing good service? 15.Are service competencies rewarded in your evaluation system? 16.What ways are you training your staff on service skills?

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28 Creative Ways to Provide Value: 1.Free seminars and clinics (Lowe’s Company) 2.Include high touch, low-tech (Bath & Body Works) 3.Provide a unique value (Lost Mitten- Land’s End) 4.Offer convenience (American Dry Cleaners) 5.Give personal attention (Coleman American Moving Services) 6.Offer personalized service (Debi, the Gift Basket Diva) 7.Offer coupons or other incentives (Robyn, Ubiquitous Journey) 8.Use social media (Linked in) -(Barbara, Coldwell Banker – Bain) 9.Include give-away’s (Jan, Boundless Results) 10.Collaborate with others

29 How do you rate on these elements? Clear definition of your mission, goals, services, customers, and what makes your business different Consistent brand messaging Service-minded and highly skilled in sales - owner and staff members Good referral marketing Systems that support this service and sales mind-set Good follow up system

30 Turning your Clients into Sales People Provide exceptional service When break downs happen, apologize and fix Reward customer referrals Create a customer “fan” club Communicate frequently to your customer base Constantly ask for feedback

31 Task and “Human” Needs TaskHuman A given What can separate your business from the competition?

32 Create and communicate your service vision and standards Inspire learning at every level Align your systems to support this culture Culture of Service

33 At Seattle’s Union Gospel Mission, we seek to enrich every encounter.

34 Systems that support EEE: Consistent brand messaging Customer service standards Feedback system Recognition system Training Management coaching Teambuilding Employee Advisory Group

35 Alignment of Support Systems Hiring process Job descriptions Employee evaluations Employee training Employee compensation Direct mail Rewards / recognition Service Standards Financial system Frontline training Advertising Referral Marketing Policies & practices Feedback system

36 Brainstorming Ideas

37 Action Planning

38 Participant Materials and PowerPoint Slides can be found:

39 After attending this 3-hour workshop, you will walk away with:  Practical strategies to attract and retain your customers  Easy-to-implement sales & service strategies to transform your business  An action plan to help you move forward with your team


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