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Always sell something that is perceived to be totally unique
Claim that you are the only one that does… (something specific)
Treat your solution as an invention and build your message firmly on your claim
360 0 Customer Experience
The Sales Process 360 0 Customer Experience Documentation – where do you put the information? Assignment – who is going to be responsible for the lead? Presentation – what are they going to deliver? - How will it be delivered - Determine what they want - Determine what they are willing to spend - Overcoming Objections - Sales or Order Taker . . . . . . . . . What’s next? APPEAL TO THEIR PAIN
Financial – ROI (saving money, increasing revenue)
Strategic – quality, faster production
Personal – peace of mind, more fun, pride
360 0 Customer Experience
The Administrative Process 360 0 Customer Experience Assignment – who is responsible for: - the paperwork - scheduling - equipment - installation and follow up? Close Out – who is responsible for: - Demonstrating the System - Collection any remaining payments . . . . . . . . . Asking for Referrals?
The Administrative Process 360 0 Customer Experience Assignment – who is responsible for: - the filing the paperwork - posting the payments - depositing the money Follow Up– who is responsible for: - Making sure the customer is satisfied – can’t be the salesman . . . . . . . . . 3 month follow up? . . . . . . . . . Asking for Referrals?
Peek at Session 3: Applying CRM tactically / A deep dive…
Creating ownership, accountability and focus
How to properly define your company’s value.
How to drive more profitable sales.
How CRM fosters an environment of complete customer satisfaction.
How to easily create accountability in your sales department.
How to improve overall sales performance and deliver what you promised.
4 Approaches (you can take) to Your Future Plan 360 0 Customer Experience ......................................Fear Anxiety ........................Positive or Negative Never Set in Stone - Be flexible .......................................... Requires clearly defined goals ...................... The death of every great plan Worry Assumptions Plan Procrastinate
360 0 Customer Experience Strategic Plan Strategic Planning Cycle Mission Where do we want to go? How do we get there? How do we measure success? How did we do? What should we change? Goals Results Measures & Targets Strategies Desired Outcomes Strategic Planning
The Customer 360 0 Customer Experience Value Proposition Resources & Capabilities Strategic Planning
360 0 Customer Experience You can ’ t create a strategic plan until you identify your customer. Strategic Planning
360 0 Customer Experience Strategic Planning Who are your customers? What products or services to you concentrate on? ___ % Residential ___ % Commercial What are their Demographics? ___ % Security ___ % Sound & Theater ___ % Automation Custom or Packages ___ % CCTV ___ % PERS ___ % Sub-Contracting
Who are Your Customers 360 0 Customer Experience Who are they? What do they value? What do you do to provide great customer service? How does your work environment support this standard of service? Where do you need to improve your levels of service? Do you consistently deliver what you promise? How do you train sustain, measure and reward employees for delivering exceptional customer service?
CRM Software will allow you to measure: • who your customers are, • where they came from, • what they spent and • what the sales rep’s closing ratio is. 360 0 Customer Experience What should CRM Software do for you? Customer Relations Management Who is the potential client? How did they hear about us? What type of job is it? Who will handle them? What is the status of the lead? How much was quoted? Initial Contact Notes Follow Up Notes
360 0 Customer Experience What should CRM Software do for you? Customer Relations Management Time Management - direct import from Sales Manager. Alert to Special Needs Easy Navigation Automate Billing Track Service Edit Central Station Data Track Client Communications Manage Common Forms CRM Software will allow you to: • lower administrative costs, • deliver more than what clients expect, • manage your clients needs and • save hundreds of labor hours every year .