Tag Archives: sales tools

Stop Buying Customer Service Training

Over the years I have run various customer services courses and as there was a demand for it, I supplied it. I rarely ran them as open courses because I wanted to ‘vet’ the companies to make sure they were ready for the training. The truth is that customer service ‘training’ is the last step for your organisation to take if you truly want to be customer centred (and then in the end you may not actually need it!).

Many call this process I’m talking about ‘Creating a Customer Culture’ and that in essence is what it is. I prefer to call it making customer care part of your DNA – where it drives your people instinctively, rather than you having to inspire it in them with initiative after initiative!

I’m including your sales and marketing functions in this too as from the customer’s prospective it is all service to them. And I’m also including internal customers because in business everyone who isn’t you is a customer. So that’s pretty much your whole organisation! Continue reading

Have you got double standards when it comes to buying and selling?

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

Are your customers cats or dogs?

No company owns a customer. At best you get to ‘caretake’ them until they no longer need you or a better offer comes along.

Most customers are like cats; they come when they need something, have little loyalty (and several ‘owners’) and are easily tempted away by a more tasty meal. They know you need them more than they need you and that there is always a better offer to be had somewhere else.

Now dogs on the other hand, they are so loyal it hurts. You can shout at a dog and it still looks at you as if you are the most magnificent and lovable thing in the world. They don’t eat anywhere else or have several ‘owners’, in fact they will bark to defend you and scare off any threat to your union.

When it comes to customers, we need more dogs! Continue reading

Why people buy and why they don’t

…And what you can do about it.

Have you ever wondered why some sales are easy and others take ages or never convert?
Of course you have! It’s all down to desire or lack of it!

Grabbing attention and building desire is a fundamental part of the sales process.
Buyers buy when they see a direct link between a need, goal or problem they have and your product or service AND they will only buy from YOU if they feel confident that you are better than your competitors. Continue reading

Free Sales Tip – Develop Personal Power

Anyone can sell with the 5 P’s of Selling Success

Product – It has to be good, proven and competitively priced (which does not necessarily mean the cheapest) and you need to know how to promote its value points

Passion – You have to love what you do and it has to show! No-one wants to buy from a misery. A buyer can only get as excited about your product or service as you are. There is no place for the apologetic or lacklustre approach Continue reading

Do you cause your buyers objections?

I ran a workshop this week on Sales Objections and it got me thinking about 2 trains of thought there are about customer objections. Some sales experts believe that objections are good and are signs that the buyer is interested in your offering and that you should be pleased.  Whilst I don’t disagree completely I find it hard to be ‘pleased’ about someone objecting to my proposition.

Another view is that a buyer doesn’t go into a buying situation with pre planned objections and they are only raised when the seller says or does something to raise doubts and concerns. Again, there are elements of this thinking that I buy into and some I don’t. Continue reading

Complete Social Media Toolkit – Course overview

This course is designed to take you step by step through the reasons why Social Media is critical to your marketing strategy and how to set yourself up correctly, compliantly, and effectively.  You will leave this course knowing the right way to set up your Social Media profiles and how to reach out to and engage with the right audience for your business. Continue reading

Mastering Telesales & Coldcalling – Course Overview

Do you generate leads appointments and/or close sales on the telephone? If you do then this course is will improve your success rate and increase your confidence.  The number one reason businesses do not succeed is lack of sales. Therefore, mastering sales and selling is essential to your business for survival and growth. Continue reading