MTA Annual Conference – 2010 “But Sales Was Not In My Job Description!” Sales Sherpas LLC – Proprietary salessherpas.com

Agenda The Era of Accountability Implementing a Sales Culture Setting company goals Sales Training Providing Sales Motivation Cross-selling & Up-selling Inbound Selling Process Sales Sherpas LLC – Proprietary salessherpas.com

The Era of Accountability: Sales Sherpas LLC – Proprietary salessherpas.com Increased Competition Economic Challenges Lower ARPU Increased Churn Lower Sales Increase Revenue per Employee

Implementing Sales Culture: Sales Sherpas LLC – Proprietary salessherpas.com GM – Set & communicate sales goals Management – Train and Motivate CSRs & Techs – Serve Customers & Sell

Setting company goals: 1) Drive bundle sales –Develop attractive bundles (research market needs) 2) Increase ARPU –Target bundled ARPU of over $100 3) Decrease Churn –Target total churn of less than 2% (per month) –Target landline losses to under 11% 4) Lengthen customer life –Implement contracts/Extend contract lengths (utilize promotions) Sales Sherpas LLC – Proprietary salessherpas.com

Sales Training Options: Sales Sherpas LLC – Proprietary salessherpas.com Skills TrainingProduct TrainingCost Instructor-ledBest High Web-basedPoorGoodModerate On-the-jobManager Dependent Low

Provide sales motivation: 1) Coach sales skills and behavior –Monitor calls and provide feedback 2) Sell side-by-side with CSRs –Lead by example 3) Develop contests –Team then move to individual performance 3) Develop specific sales targets –Minimum new activations/bundles etc. 4) Implement minimum targets Sales Sherpas LLC – Proprietary salessherpas.com

Coaching steps: 1) Discuss area for development - Example: More probing questions 2) Identify action or behavior –Example: Not comfortable asking questions 3) Determine responsibility & timeline –Example: CSR listen to top CSR and review following day 4) Express confidence in the associate Sales Sherpas LLC – Proprietary salessherpas.com

Clearly defined objectives Exciting theme Reasonable probability of winning Attractive rewards Promotion & follow-through Implement Effective Contests:

Cross-selling: Cross-selling – Selling complementary services Cross-selling can significantly raise ARPU and decrease churn Cross-selling Examples: –Selling HSI to phone customer –Selling TV/Phone/HSI to phone/HSI customer Sales Sherpas LLC – Proprietary salessherpas.com

Up-selling: Up-selling – Increasing amount of services purchased in a single category Cross-selling raises ARPU Up-selling Examples: –Adding 200 minutes LD to local phone only customer –Increasing speed from 1.5Mbps to 3Mbps –Adding HBO to Basic TV package Sales Sherpas LLC – Proprietary salessherpas.com

Old School Selling: 1) Focuses on Salesperson’s needs 2) Slams a quick sale 3) Tries to minimize customer input 4) Increases stress for salespeople 5) Makes customers feel “victimized” 6) Salespeople have low/inconsistent sales 7) Increases customer churn Professional Selling: 1) Focuses on the Customer’s needs 2) Discovering customer’s situation 3) Natural and customer friendly process 4) Reduces stress for salespeople 5) Creates happy and satisfied customers 6) Salespeople achieve peak performance 7) Increases customer loyalty Professional Selling vs. Old School Selling Sales Sherpas LLC – Proprietary salessherpas.com

1)Customer Connection 2)Discovery 3)Recommendations 4)Completing the Sale Inbound Sales Process: Sales Sherpas LLC – Proprietary salessherpas.com

Step 1 - Showing Appreciation to the Customer Why take the time to show appreciation for the customer’s call? To show appreciation to the customer for calling, simply state: “Thank you for calling/choosing” Step 2 - State the company name Why bother stating the company name? Combining Step 1 and Step 2, we simply state: “Thank you for choosing _________.” Customer Connection: Sales Sherpas LLC – Proprietary salessherpas.com

Step 3 – Identify the reason for the call Why do this? Step 4 – Establish trust and rapport Making a “Trust and Rapport” statement lets the customer know the process we will be following and that we are focused on their needs Example: Bob, I would like to take a few moments to make sure I understand your needs then I can make a recommendation, ok? Customer Connection: Sales Sherpas LLC – Proprietary salessherpas.com

Step 1 - Ask high-gain questions Utilize open and closed probing questions to maximize insights into the customer’s needs Step 2 – Listen for customer cues Listen for statements such as “I am really dissatisfied with…” or “I wish we could…” Step 3 – Validate customer needs Summarize the customer needs to ensure you meet ALL of their needs Discovery: Sales Sherpas LLC – Proprietary salessherpas.com

Step 3 – Identify the reason for the call Why do this? Step 4 – Establish trust and rapport Making a “Trust and Rapport” statement lets the customer know the process we will be following and that we are focused on their needs Example: Bob, I would like to take a few moments to make sure I understand your needs then I can make a recommendation, ok? Discovery: Sales Sherpas LLC – Proprietary salessherpas.com

Step 1 - Select appropriate services to meet the customers needs Share the appropriate feature, function and benefit Step 2 – Check for need satisfaction Validate comprehensive satisfaction Recommendations: Sales Sherpas LLC – Proprietary salessherpas.com

Step 1 - Ask to proceed If a salesperson has effectively determined a customer needs this simple. Step 2 – Confirm the order Review all of the services orders and answer any final questions Step 3 – Schedule installation/activation date Completing the Sale: Sales Sherpas LLC – Proprietary salessherpas.com

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