21st October 2015 is the date Marty McFly arrived in the future in the iconic film Back to the Future. Whilst we might not be whizzing around on hoverboards (well not in my town anyway!) imagine being Marty and glimpsing at future trends such as listening to our music on a tiny device that fits into a pocket or a company that customers can’t get enough of such as Amazon.
Great forward thinkers like Apple and Amazon (and many more) didn’t have a Delorean to take them into the future, but they did have the ability to anticipate what we would want even before we knew we wanted it! This great ability is called customer foresight and we all need to develop it in our organisations if we want to excel at selling and serving and remain one step ahead of the competition.
Most organisations have some insight activity focused on the needs, goals and problems customers currently have and how they can help them, but customer foresight is a different thing entirely. This is about solving problems before the buyer realises it’s a problem. Continue reading →
When salespeople tell me they are still cold calling I ask them ‘When did you last buy from a cold call?’ Almost all say never!
If they want training on how to get passed gatekeepers I ask them ‘How would you feel if someone tricked their way passed your gatekeeper? Would you want to build rapport and buy from them?’ Guess how they answer that one!
We have a wealth of knowledge about how people buy because we all buy stuff all the time. If a fancy sales trick doesn’t work on you then it probably won’t work on anyone like you. Continue reading →
The key to winning back business is in service recovery and rebuilding trust and faith.
It’s rare that you can just pick up the phone and resell to a customer that no longer uses you. There will be reasons they no longer buy and they may not welcome a sales call from you.
Taking decisive service recovery steps are a must and even if your efforts don’t result in winning a lost customer back, they may help recover your reputation.
If they left you they were probably unhappy with something you did (or didn’t do) and unhappy people tell others. At one time I think the stats were that happy customers told 3 in 10 people and unhappy told 7 in 10. With social media you can add several zeros to that figure!
No I’m not talking about my customers or even yours.
I’m talking about you and me.
I want you to take off your business hat and put on your customer hat and look at service through those eyes.
As buyers, we receive poor service all the time. We expect and accept shoddy service and broken promises as standard. We are amazed and surprised when we get the rare glimpse of terrific service. Continue reading →
I bought a printer recently and it made me realise a very interesting fact about marketing and buying. Over the years at various business events, meetings and sales pitches I have picked up hundreds of business cards, amongst which were cards from people that could have sold or sourced me a printer. So why didn’t I call them?Continue reading →
In this competitive market you have to keep one step ahead. Today’s buyer is faced with so much choice and variety it can become overwhelming. It is essential that the buyer quickly realises that you are the right choice and that your product or service is better than that of your competitor. Continue reading →
With the Olympics around the corner it’s a good time to think about the others in the race for the buyer’s custom: Our competitors. A competitor is not just someone providing the same service as you – it could be something else that the buyer could spend their money on.
Buyers can be loyal to their suppliers and find it a wrench to switch. They won’t swap to you for the same deal. Buyers will need some added value and incentive – think of it as compensation. Continue reading →
Today’s buyer is far more discerning and asks more sophisticated questions than ever. The market is tougher and more competitive than ever … and that’s great! If you have a great product or service, can master getting your message out there and can overcome the buyer’s fear, you will sell.
Quality, integrity and honesty are key to success in sales. The proof of the pudding as they say (not sure who they are but they seem wise!) is in the eating so: Continue reading →
A north Wales businesswoman takes on the role of a ‘Dragon’ this month when she joins a distinguished panel at a luxury Cheshire castle.
Dawn Roberts, Managing Director of Outperform Training, based in Abergele, is one of seven high flying business people taking part in an event based on BBC TV’s successful programme “Dragon’s Den”.
The event, which is being held at Peckforton Castle, Tarporley, near Chester, on Saturday June 16, is being organised by thisladyloves and Peckforton Castle for anyone who runs a small business and wants to pitch their ideas to the panel. Continue reading →