Welcome! ! ! ! !! ! ! !!! ! ! !! Presented by Josiane Feigon Author and CEO of TeleSmart Communications 0
The SourcebookVoted Book of the Yearby AA-ISP! 1
Spring 2013 .Josiane Feigon, !Author & CEO TeleSmart!! !
The New NormalTeleSmart Communications 12! All Rights Reserved 2012
Customer 2.0 13!
Mixed Messages What They Do! What They Really Mean!They travel light! But still want company!They are reluctant to spend $! But have tons of cash!They have short attention spans! But devour relevant content!They don’t trust vendors! But trust their social networks!They see the phone as interruption! But they accept demos!They cancel appointments! But request quick concalls!They have short fuses & memories! But they forget why they are mad!They are not monogamous! But they are starved for relationship!They lose interest early in sales But they pay attention at the end!cycle!They are independent and don’t But they go out of their way toneed salespeople! appreciate an intelligent one! TeleSmart Communications 15! All Rights Reserved 2012
Talent 2.0 16!
Love/HateTeleSmart Communications 17! All Rights Reserved 2012
Mixed Messages What They Do! What They Mean!They are impatient about career But have a sense of entitlementadvancement! when it comes to working hard!They say “gimme, gimme, gimme”! But they don’t run with it!They are big multi-taskers! But they lose focus & need mentors!They are fearless with authority! But need structure and direction!They don’t like phone conversations! But like social network conversation!They don’t like land lines! But they like automated dialers!They are very opinionated! But don’t take feedback well!They want work-life balance! But would rather go out for happy hour!They are extremely social on FB! But not as much on LinkedIn!They hate rejection! But lack the ability to self-diagnose! TeleSmart Communications 18! All Rights Reserved 2012
Tech & Tools
Tools 2.0 28!
Prospecting 2.0TeleSmart Communications 29! All Rights Reserved 2012
Thank You!Josiane Feigon Voted Book of the Year by AA-ISP, 2011!Founder and CEO, TeleSmartCommunicationsAuthor, Smart Sellingon the Phone and OnlineBlogger, Cubicle ChroniclesLinkedin- TeleSmart Selling GroupTwitter; @josianefeigon 31!