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ChristianChamber-Sales#2
- 1. Customer Service for Retention and Recruitment P. Griffith Lindell Dean, Hoff School of Business
- 2. Some Key Questions • Can you engage customers in ways that align with biblical truths? • Can you balance truth and love in a sales presentation? • How do you “love another as yourself” when you have to close the deal? Today. • How do revenue targets align with Christian stewardship? • Can a professional sales representative build trust in a way that honors God?
- 4. Continuing Business Relationships • HAVE PURPOSE • Planned • Goal-oriented • Are Innovative, not Imitative • BUILT ON • Intensity of contacts • Insights from mutual disclosure • Intentions that are cooperative
- 5. SIX KEYS TO CUSTOMER-CENTRIC THINKING Empathy – walking in their shoes Enthusiasm – joy Engagement – positive attitude Ease up – have patience Explicit – clear communication Exacting Standards – improving
- 6. Empathy • A Definition • Reaction of an individual to the experience of the one with whom you are building a relationship • Taking a perspective • Empathetic Concerns • Roman 12:15 - Rejoice with those who rejoice, weep with those who weep.
- 7. Enthusiasm • A Definition: intense, eager, zeal, fervor • Opposite of apathy • Two little Greek words: en and theos or “Full of God” • Creates interest, stimulates emotions, promotes action • 1 Peter 5:2 Be “eager to serve”
- 8. Engaging • A definition: likable, having a positive attitude about life. • “...that frame of mind that allows you to accomplish whatever you want because you know that you can create the opportunity and make it happen.” - Jack Zufelt • Belief system • Your Product • Your Company • Your Customer • Yourself
- 9. Engaging • A definition: likable, having a positive attitude about life. • Phil. 4:8 Finally, brothers, whatever is true, whatever is honorable, whatever is just, whatever is pure, whatever is lovely, whatever is commendable, if there is any excellence, if there is anything worthy of praise, think about these things.
- 10. Ease Up - Patience • Products and services live in a real world. Mistakes happen. • Don’t become addicted to irritation • Pay attention to triggers • Control self talk Eph. 4: 1 – 3 As a prisoner for the Lord, then, I urge you to live a life worthy of the calling you have received. 2 Be completely humble and gentle; be patient, bearing with one another in love. 3 Make every effort to keep the unity of the Spirit through the bond of peace.
- 11. Explicit – Clear Communication • Behavioral styles • Social intelligence • Verbal intelligence • Dependability • Imagination • Humor (wit)
- 12. How to Get Through Get Action and Keep a Relationship Alive An overview with some material based on the work of Dr. Stuart Atkins and his LIFOtm training materials.
- 13. Communicating to People in Ways They Prefer ©1973, 1978, 1988, 1990 by Stuart Atkins, Inc.
- 14. SUPPORTING • Wants to Know* • Is it fair? • If it benefits all? • Is it the best? • Can I help? *Dr. Stuart Atkins • Approach them:* • with respect • acceptance • reassuringly • idealistically • Don’t be:* • critical • unhelpful • ridiculing
- 15. SUPPORTING • OFFICE • Disorganized • Awards, motivational slogans • Airy decor • Open seating • PERSONAL • Loyal • Supportive • Respectful • Willing • Dependable • Spontaneous • Dramatic • Idealistic
- 16. DRIVING • Wants to Know* • Opportunities? • Bottom Line? • Who’s in control? • What’s Next? *Dr. Stuart Atkins • Approach them:* • Competitively • Enterprisingly • Quick-paced • With new ideas • Don’t be:* • Tentative • Plodding • Detailed
- 17. DRIVING • OFFICE • Desk appears busy • Achievement awards or planning calendar • Decoration = power & control • Seating formal • PERSONAL • Firm handshake • Strong opinions • Competitive • Fast paced • Impatient • Bottom line • Pioneering
- 18. REASONING • Wants to Know* • How does it work? • Who does what? • The trade-offs • Can we sample *Dr. Stuart Atkins • Approach them:* • Unemotionally • Factually • With practical thoughts • Don’t be:* • Changing constantly • Fast-paced
- 19. REASONING • OFFICE • Organized desk • Charts, graphs Job- related pics • Functional decoration • Formal seating precluding contact • PERSONAL • Factual • Expressed measured opinions • Analytical • Cautious pace • Asks about details
- 20. FRIENDLY • Wants to Know* • People’s opinion • Is it Disruptive? • Can it be changed? • How he/she can gain acceptance for idea or product *Dr. Stuart Atkins • Approach them:* • Warmly • Flexible attitude • With acceptance • Don’t be:* • Distant • Dogmatic with presentation • Factually oriented
- 21. FRIENDLY • OFFICE • Family pictures • Personal items displayed • Open, bright decoration • Informal seating inviting conversation • PERSONAL • Social • Warm • Flexible • Shares personal feelings • Accepting • Prefers first names • Relationship!
- 22. Exacting Standards • Continuous Improvement • Measure Performance – customer “survey” • Work with customers on • Your reply time • Company solution (mean time between problem exposed and solution provided)
- 23. Relationship-selling • Wining with the quality of relationships • External indicators • Internal indicators Proverbs 13:20 Walk with the wise and become wise, for a companion of fools suffers harm.
- 24. Relationship-selling • Wining with the quality of relationships • External indicators • Internal indicators • Willingness to continually learn • Working through role and goal conflicts Col. 3:23 Whatever you do, work at it with all your heart, as working for the Lord, not for human masters…
- 25. The Attitude: Recruitment; Retention; Customer-service • Serving attitude. Galatians 5:13-14 For you were called to freedom, brothers. Only do not use your freedom as an opportunity for the flesh, but through love serve one another. For the whole law is fulfilled in one word: “You shall love your neighbor as yourself.”