This document provides guidance and exercises for Bloomindale's managers on coaching sales associates in the moment. It encourages focusing coaching on reinforcing positive behaviors or redirecting negative ones. Sample scenarios are given that managers would role play responding to using the coaching formulas of reinforce (YOU + behavior + positive consequence) or redirect (I + feelings + behavior + negative consequence + question). The document stresses the importance of observation and feedback over multiple sessions to help associates improve their performance. Managers are tasked with selecting two associates to coach over 3 weeks using the provided worksheets to track the coaching process.
The document discusses the importance of resumes and interview skills for job seekers. It states that resumes are an important investment and should be well-crafted to get interviews. It also emphasizes practicing communication skills and asking for the job during interviews. Several "need to know moments" provide tips, such as smiling and maintaining a positive attitude during interviews. The document promotes Helping Hand Resume & Job-Interview Coaching Services for resume writing and mock interview training to help job seekers improve their skills and get jobs.
Assignment 1 the importance of customer service 1352819351 unit 1DeanRobson4
I uploaded this assignment in the relevance for research purposes only. Please don't copy word for word as it will be identified at Plagiarism.
Assignment 1 the importance of customer service 1352819351 unit 1
The document contains an interview preparation guide for an inexperienced applicant applying for an entry-level customer service representative position at a bank. It includes sample questions and recommended answers to common interview questions focusing on the applicant's education, work experience, customer service skills, and ability to handle difficult customer situations. The guide provides advice on highlighting relevant skills and experiences while addressing lack of direct work experience.
Customer service is often considered an amorphous set of procedures and practices when, if they are performed well enough, an employee has delivered good customer service. This interactive workshop -- filled with discussion and activities -- moves beyond glittering generalities and challenges attendees to map concrete behaviors to customer service practices, so that a consistently excellent customer service experience is delivered by library staff.
This document is the presentation for case #1 submitted by Asha Yadav, Neha Singh, and Neha Tyagi. It discusses the story of a new salesperson named Rick Lester who was depressed in his current situation at Nabisco. The presentation covers some of the physical and emotional obstacles Rick faced as a salesperson, such as needing to meet daily sales targets, re-stocking the van, dealing with cut-throat competition, and facing disrespect from consumers.
Omni Hotels Importance Of Customer Servicejnixon08
The document outlines techniques for effectively opening and closing reservation phone calls at Omni Hotels. It emphasizes making a good first impression, actively listening to understand customer needs, and leaving customers with a positive experience. Key aspects include greeting the customer by name, asking questions to clarify their request, thanking them for their time, and ensuring all information is confirmed before ending the call. The goal is to exceed customer expectations and distinguish the company through superior customer service.
Many small businesses fail in the first five years due to a lack of sales, if you do not choose a driven salesperson that is capable of consistently bringing in new customers and create a culture & reputation of your company as you want.
Telesales Training - The Sales Performance Company LtdStuart Allen
This document advertises a one-day telesales training workshop hosted by The Sales Performance Company Ltd. on January 29th and February 26th from 9am to 4:30pm. The workshop will provide practical skills and strategies for effective modern telesales, including understanding buyer psychology, consultative selling techniques, questioning, listening, and gaining commitment. Attendees will learn through theory, roleplays, and exercises. The trainer, Stuart Allen, has extensive experience helping businesses improve their sales performance. The workshop costs £150 plus VAT per person.
The document discusses the importance of resumes and interview skills for job seekers. It states that resumes are an important investment and should be well-crafted to get interviews. It also emphasizes practicing communication skills and asking for the job during interviews. Several "need to know moments" provide tips, such as smiling and maintaining a positive attitude during interviews. The document promotes Helping Hand Resume & Job-Interview Coaching Services for resume writing and mock interview training to help job seekers improve their skills and get jobs.
Assignment 1 the importance of customer service 1352819351 unit 1DeanRobson4
I uploaded this assignment in the relevance for research purposes only. Please don't copy word for word as it will be identified at Plagiarism.
Assignment 1 the importance of customer service 1352819351 unit 1
The document contains an interview preparation guide for an inexperienced applicant applying for an entry-level customer service representative position at a bank. It includes sample questions and recommended answers to common interview questions focusing on the applicant's education, work experience, customer service skills, and ability to handle difficult customer situations. The guide provides advice on highlighting relevant skills and experiences while addressing lack of direct work experience.
Customer service is often considered an amorphous set of procedures and practices when, if they are performed well enough, an employee has delivered good customer service. This interactive workshop -- filled with discussion and activities -- moves beyond glittering generalities and challenges attendees to map concrete behaviors to customer service practices, so that a consistently excellent customer service experience is delivered by library staff.
This document is the presentation for case #1 submitted by Asha Yadav, Neha Singh, and Neha Tyagi. It discusses the story of a new salesperson named Rick Lester who was depressed in his current situation at Nabisco. The presentation covers some of the physical and emotional obstacles Rick faced as a salesperson, such as needing to meet daily sales targets, re-stocking the van, dealing with cut-throat competition, and facing disrespect from consumers.
Omni Hotels Importance Of Customer Servicejnixon08
The document outlines techniques for effectively opening and closing reservation phone calls at Omni Hotels. It emphasizes making a good first impression, actively listening to understand customer needs, and leaving customers with a positive experience. Key aspects include greeting the customer by name, asking questions to clarify their request, thanking them for their time, and ensuring all information is confirmed before ending the call. The goal is to exceed customer expectations and distinguish the company through superior customer service.
Many small businesses fail in the first five years due to a lack of sales, if you do not choose a driven salesperson that is capable of consistently bringing in new customers and create a culture & reputation of your company as you want.
Telesales Training - The Sales Performance Company LtdStuart Allen
This document advertises a one-day telesales training workshop hosted by The Sales Performance Company Ltd. on January 29th and February 26th from 9am to 4:30pm. The workshop will provide practical skills and strategies for effective modern telesales, including understanding buyer psychology, consultative selling techniques, questioning, listening, and gaining commitment. Attendees will learn through theory, roleplays, and exercises. The trainer, Stuart Allen, has extensive experience helping businesses improve their sales performance. The workshop costs £150 plus VAT per person.
This document provides tips for contacting a hiring manager directly to request a job interview. It recommends speaking to the individual hiring for the position rather than administrative staff. Most contacts will be by phone, and it may take leaving multiple voicemail messages before receiving a call back. Sample scripts are provided for the initial voicemail message to introduce yourself and your qualifications, as well as a follow up message reminding the hiring manager that you are interested in the position and available to discuss it further. The key is to be persistent but not discouraged if it takes multiple attempts to schedule an interview.
This document provides tips for contacting a hiring manager directly to request a job interview. It recommends speaking to the individual hiring for the position rather than administrative staff. Most contacts will be by phone, and it may take leaving multiple voicemail messages before receiving a call back. Sample scripts are provided for the initial voicemail message to introduce yourself and your qualifications, as well as a follow up message reminding the hiring manager that you are interested in the position and available to discuss it further. The key is to be persistent but not discouraged if it takes multiple attempts to schedule an interview.
Purpose of training.
Setting objective of training.
Selling basics
Are you creating right first impression?
No one get a second chance for first impression.
Why we need same Introduction by all LIC Agent, to carry Brand impression?
Prepare and practice your introduction.
What are Open Questions?
How it helps in starting sales conversation?
What are Open Leading Questions?
How it help to funnel down the prospects?
The Closed Questions?
How it help to gain some commitment?
How to present product features with benefit?
Feature are what something has.
Benefit are What something does.
For example:
LIC Money Back is Product.
Feature – It gives money at fixed interval.
Benefit – 10 times life assurance + Bonus + last Bonus.
What are objections?
How to handle each objection with objection handling technique?
What are Price Objection?
How to handle price objection with price objection handling technique?
What are non verbal communication?
How to use body language to improve your performance?
How to close?
Most sales person do not know how to close.
What is Negotiation?
How to use, win-win techniques?
Follow up techniques.
Record keeping for future.
Preparing Testimonials.
Gaining further referrals.
What next? How to plan?
Summing up entire sales training presentation.
Q & A
Further Assignments.
The document outlines the key skills and responsibilities of a receptionist. It discusses that receptionists are often the first point of contact and must embody professionalism through their behavior and appearance. Core responsibilities include communication skills like greeting visitors, answering phones, and ensuring information flows accurately. Receptionists also need strong technology, organization, and multitasking skills to handle multiple tasks simultaneously like phone calls and visitors. Additional important qualities are friendliness, intelligence about the company, tolerance, patience, confidence, and being likable and approachable.
The document provides an overview of key aspects of customer service, including the importance of good customer service, the selling process, product knowledge, handling customer inquiries and complaints, and the importance of quality customer service. It discusses greeting customers, learning about their needs, presenting products, overcoming objections, and closing the sale. It also covers handling difficult customers, providing after-sales service, and learning about the products being sold. The importance of listening to customers, apologizing, acknowledging their feelings, offering solutions, and thanking them is emphasized for complaints handling.
Communication skills for sales representative is the core quality that’s going to make his or her career or break it. Here are a few tips that can help you. #SellWell #Marketing #Business #Coaching #MasterCoachSathya #bangalore #bengaluru #kannada #Success #startup #startupindia #dream #Enterpreneur #futureready #liveformore #idecide Sathyanaraya V R
This document contains a resignation letter template with guidelines for writing an effective resignation letter. It includes six types of resignation letters and identifies the typical parts of a resignation letter such as the sender's address, date, receiver's address, salutation, body, and complimentary close. The body provides information on what to include in each paragraph such as stating the reason for resigning in the first paragraph and offering to assist with transition in the final paragraph.
Proper interview preparation is key to landing a job. Candidates should research the company, review their own experience, and practice answering common interview questions. During the interview, they should make a great first impression with a firm handshake, eye contact and appropriate attire. The interview itself may have different structures, so candidates need to adapt and take control when possible. They should describe past work experiences using the SAR method of situation, action, and results to effectively showcase their skills and qualifications. Overall preparation is essential for interview success.
The document provides tips for making written and oral complaints in a polite and effective manner. It discusses including key details like a description of the problem and proposed resolution. For written complaints, it recommends keeping the letter brief and factual while maintaining a polite tone. It also suggests following up if the initial complaint goes unanswered. Sample phrases are given for making indirect oral complaints and for responding to complaints with apologies, requests for clarification, offers to investigate, and proposed solutions.
This document provides tips and techniques for improving performance in telesales. It begins with an overview stating that following the steps of the system will lead to success. It then provides numerous tips organized under various headings, such as preparing for calls, handling objections, improving vocabulary, voice, and presentation skills, managing call volume and outcomes, and reviewing call metrics. The overall message is that with practice of the techniques discussed, telesales representatives can increase their income and sales.
This document discusses how to make a positive first impression in business situations. It provides tips for dressing professionally, maintaining good body language like making eye contact and standing up straight, firmly shaking hands when greeting someone, actively listening in conversations, being friendly to everyone in an office, and establishing competence, openness, and reliability. The overall message is that first impressions are important for gaining new clients and customers, so business owners should focus on consistently presenting themselves professionally.
The document discusses how salespeople can dramatize their sales presentations to be more effective. It recommends that salespeople plan their presentations, rehearse their materials, and inject their own personality. It also suggests that salespeople appeal to multiple senses like sight, sound, touch, taste and smell to increase learning and retention. Using props, dressing appropriately for their role, and tailoring their presentation to the customer's preferred sensory mode can help salespeople dramatize their message and more easily influence and convince prospects.
This document provides sample answers to common interview questions, including questions about oneself, why the applicant wants to work at the company, strengths and weaknesses, why the applicant should be hired, knowledge of the company, reasons for seeking a new job, salary requirements, career goals, and potential questions for the interviewer. The answers emphasize relevant work experience, education, skills, positive attributes, enthusiasm for the role and company, and flexibility on compensation requirements.
The document discusses the importance of sales training and provides steps for door-to-door sales training. It outlines objectives like understanding the sales process and tools for motivation. It also provides tips for door-to-door sales like preparing for different weather, building a pitch in 6 steps, selecting territories, and setting goals to stay motivated. The overall importance of sales training is to develop skills to successfully meet sales goals and drive revenue growth.
Customer Service Training Slides (Only CS) - Connect Centre Call CentreJonathan Koh
This document provides guidance for customer service representatives in a call center. It emphasizes listening to customers, acknowledging their perspectives, and focusing on solutions rather than limitations. Representatives are advised to remain calm and thoughtful, apologize sincerely when needed, thank customers for their time, and strive for first-call resolutions to problems. Proper questioning techniques and showing empathy are also important skills.
The document provides an outline for job interviews, including preparing before an interview by researching the employer and knowing your own strengths, participating in the interview by having answers prepared for common questions and asking your own questions, and following up after the interview with a thank you letter. It also discusses negotiating pay and offers sample questions and responses.
3 Questions to Ask at the End of an InterviewHow2Become.com
Ask these 3 questions at the end of your interview to increase your chances of success:
Q1. Is there any further company literature or information you recommend I read whilst I am waiting to find out the result of my interview?
Q2. I noticed on your website that the company has recently won an award for excellent customer service. This really impressed me. Does the company put in for customer service awards every year?
Q3. Finally, whilst I don’t want to come across as over-enthusiastic, could you please tell me how long you think it might be before we hear the results of the interview?
The document discusses the importance of sales training for promoting a company's products and services. It outlines the key elements of an effective sales training course, including understanding one's sales style, planning and preparation, using selling tools, understanding the core business, presentation skills, overcoming objections, closing the sale, and follow up. The training course helps salespeople balance obtaining orders with building effective relationships by teaching techniques for each stage of the sales process.
This module provides training for customer service supervisors. It covers defining customer service, communicating with customers, and creating a positive customer experience. The objectives are to define customer service, identify service from the customer's perspective, enhance the customer experience, differentiate good and bad service, and identify how to handle difficult customers. Trainees will learn communication skills, building rapport, active listening, making a good first impression, and proper phone etiquette. They will develop personal action plans to address their customer service center's top issues and create a better customer experience.
This document provides tips for contacting a hiring manager directly to request a job interview. It recommends speaking to the individual hiring for the position rather than administrative staff. Most contacts will be by phone, and it may take leaving multiple voicemail messages before receiving a call back. Sample scripts are provided for the initial voicemail message to introduce yourself and your qualifications, as well as a follow up message reminding the hiring manager that you are interested in the position and available to discuss it further. The key is to be persistent but not discouraged if it takes multiple attempts to schedule an interview.
This document provides tips for contacting a hiring manager directly to request a job interview. It recommends speaking to the individual hiring for the position rather than administrative staff. Most contacts will be by phone, and it may take leaving multiple voicemail messages before receiving a call back. Sample scripts are provided for the initial voicemail message to introduce yourself and your qualifications, as well as a follow up message reminding the hiring manager that you are interested in the position and available to discuss it further. The key is to be persistent but not discouraged if it takes multiple attempts to schedule an interview.
Purpose of training.
Setting objective of training.
Selling basics
Are you creating right first impression?
No one get a second chance for first impression.
Why we need same Introduction by all LIC Agent, to carry Brand impression?
Prepare and practice your introduction.
What are Open Questions?
How it helps in starting sales conversation?
What are Open Leading Questions?
How it help to funnel down the prospects?
The Closed Questions?
How it help to gain some commitment?
How to present product features with benefit?
Feature are what something has.
Benefit are What something does.
For example:
LIC Money Back is Product.
Feature – It gives money at fixed interval.
Benefit – 10 times life assurance + Bonus + last Bonus.
What are objections?
How to handle each objection with objection handling technique?
What are Price Objection?
How to handle price objection with price objection handling technique?
What are non verbal communication?
How to use body language to improve your performance?
How to close?
Most sales person do not know how to close.
What is Negotiation?
How to use, win-win techniques?
Follow up techniques.
Record keeping for future.
Preparing Testimonials.
Gaining further referrals.
What next? How to plan?
Summing up entire sales training presentation.
Q & A
Further Assignments.
The document outlines the key skills and responsibilities of a receptionist. It discusses that receptionists are often the first point of contact and must embody professionalism through their behavior and appearance. Core responsibilities include communication skills like greeting visitors, answering phones, and ensuring information flows accurately. Receptionists also need strong technology, organization, and multitasking skills to handle multiple tasks simultaneously like phone calls and visitors. Additional important qualities are friendliness, intelligence about the company, tolerance, patience, confidence, and being likable and approachable.
The document provides an overview of key aspects of customer service, including the importance of good customer service, the selling process, product knowledge, handling customer inquiries and complaints, and the importance of quality customer service. It discusses greeting customers, learning about their needs, presenting products, overcoming objections, and closing the sale. It also covers handling difficult customers, providing after-sales service, and learning about the products being sold. The importance of listening to customers, apologizing, acknowledging their feelings, offering solutions, and thanking them is emphasized for complaints handling.
Communication skills for sales representative is the core quality that’s going to make his or her career or break it. Here are a few tips that can help you. #SellWell #Marketing #Business #Coaching #MasterCoachSathya #bangalore #bengaluru #kannada #Success #startup #startupindia #dream #Enterpreneur #futureready #liveformore #idecide Sathyanaraya V R
This document contains a resignation letter template with guidelines for writing an effective resignation letter. It includes six types of resignation letters and identifies the typical parts of a resignation letter such as the sender's address, date, receiver's address, salutation, body, and complimentary close. The body provides information on what to include in each paragraph such as stating the reason for resigning in the first paragraph and offering to assist with transition in the final paragraph.
Proper interview preparation is key to landing a job. Candidates should research the company, review their own experience, and practice answering common interview questions. During the interview, they should make a great first impression with a firm handshake, eye contact and appropriate attire. The interview itself may have different structures, so candidates need to adapt and take control when possible. They should describe past work experiences using the SAR method of situation, action, and results to effectively showcase their skills and qualifications. Overall preparation is essential for interview success.
The document provides tips for making written and oral complaints in a polite and effective manner. It discusses including key details like a description of the problem and proposed resolution. For written complaints, it recommends keeping the letter brief and factual while maintaining a polite tone. It also suggests following up if the initial complaint goes unanswered. Sample phrases are given for making indirect oral complaints and for responding to complaints with apologies, requests for clarification, offers to investigate, and proposed solutions.
This document provides tips and techniques for improving performance in telesales. It begins with an overview stating that following the steps of the system will lead to success. It then provides numerous tips organized under various headings, such as preparing for calls, handling objections, improving vocabulary, voice, and presentation skills, managing call volume and outcomes, and reviewing call metrics. The overall message is that with practice of the techniques discussed, telesales representatives can increase their income and sales.
This document discusses how to make a positive first impression in business situations. It provides tips for dressing professionally, maintaining good body language like making eye contact and standing up straight, firmly shaking hands when greeting someone, actively listening in conversations, being friendly to everyone in an office, and establishing competence, openness, and reliability. The overall message is that first impressions are important for gaining new clients and customers, so business owners should focus on consistently presenting themselves professionally.
The document discusses how salespeople can dramatize their sales presentations to be more effective. It recommends that salespeople plan their presentations, rehearse their materials, and inject their own personality. It also suggests that salespeople appeal to multiple senses like sight, sound, touch, taste and smell to increase learning and retention. Using props, dressing appropriately for their role, and tailoring their presentation to the customer's preferred sensory mode can help salespeople dramatize their message and more easily influence and convince prospects.
This document provides sample answers to common interview questions, including questions about oneself, why the applicant wants to work at the company, strengths and weaknesses, why the applicant should be hired, knowledge of the company, reasons for seeking a new job, salary requirements, career goals, and potential questions for the interviewer. The answers emphasize relevant work experience, education, skills, positive attributes, enthusiasm for the role and company, and flexibility on compensation requirements.
The document discusses the importance of sales training and provides steps for door-to-door sales training. It outlines objectives like understanding the sales process and tools for motivation. It also provides tips for door-to-door sales like preparing for different weather, building a pitch in 6 steps, selecting territories, and setting goals to stay motivated. The overall importance of sales training is to develop skills to successfully meet sales goals and drive revenue growth.
Customer Service Training Slides (Only CS) - Connect Centre Call CentreJonathan Koh
This document provides guidance for customer service representatives in a call center. It emphasizes listening to customers, acknowledging their perspectives, and focusing on solutions rather than limitations. Representatives are advised to remain calm and thoughtful, apologize sincerely when needed, thank customers for their time, and strive for first-call resolutions to problems. Proper questioning techniques and showing empathy are also important skills.
The document provides an outline for job interviews, including preparing before an interview by researching the employer and knowing your own strengths, participating in the interview by having answers prepared for common questions and asking your own questions, and following up after the interview with a thank you letter. It also discusses negotiating pay and offers sample questions and responses.
3 Questions to Ask at the End of an InterviewHow2Become.com
Ask these 3 questions at the end of your interview to increase your chances of success:
Q1. Is there any further company literature or information you recommend I read whilst I am waiting to find out the result of my interview?
Q2. I noticed on your website that the company has recently won an award for excellent customer service. This really impressed me. Does the company put in for customer service awards every year?
Q3. Finally, whilst I don’t want to come across as over-enthusiastic, could you please tell me how long you think it might be before we hear the results of the interview?
The document discusses the importance of sales training for promoting a company's products and services. It outlines the key elements of an effective sales training course, including understanding one's sales style, planning and preparation, using selling tools, understanding the core business, presentation skills, overcoming objections, closing the sale, and follow up. The training course helps salespeople balance obtaining orders with building effective relationships by teaching techniques for each stage of the sales process.
This module provides training for customer service supervisors. It covers defining customer service, communicating with customers, and creating a positive customer experience. The objectives are to define customer service, identify service from the customer's perspective, enhance the customer experience, differentiate good and bad service, and identify how to handle difficult customers. Trainees will learn communication skills, building rapport, active listening, making a good first impression, and proper phone etiquette. They will develop personal action plans to address their customer service center's top issues and create a better customer experience.
The document discusses various topics related to sales leadership and management, including:
1) Different leadership styles such as directive, supportive, and delegating behaviors. Situational leadership depends on the follower's maturity level.
2) The change management process which involves assessing the customer environment, redesigning sales strategies and processes, and implementing and measuring changes.
3) A questionnaire to assess how oriented toward change a person is based on their agreement with statements about trying new ideas and approaches.
4) Key factors that influence groups like activities, norms, interactions, and sentiments.
5) Potential options for addressing issues with an informal leader emerging within a sales team.
The document discusses coaching and feedback for salespeople. It emphasizes that coaching helps salespeople understand expectations while feedback reinforces or redirects behaviors. Effective feedback is specific, timely, and focuses on critical behaviors. When giving redirective feedback, managers should state facts objectively, get agreement, and help salespeople develop action plans to improve. Resistance to feedback can take various forms like denial, anger, intellectualizing or compliance, so managers must deliver feedback carefully.
This document provides information for business professionals on topics like customer service, sales, leadership, and management. It discusses techniques for handling customer complaints and focusing on customer needs. Some key points:
- The seven techniques for defusing angry customers are empathize, apologize, appreciate, assure, confirm, selectively agree, and set limits.
- When handling complaints, businesses should listen to customers, understand their perspective, ask questions, take action to resolve issues, and follow up to ensure satisfaction.
- Developing strong communication, listening, problem-solving, questioning, and organization skills are important for salespeople. Maintaining a positive attitude and acting with integrity are also valuable traits.
- There are five
This document provides sample answers to common accounting manager interview questions. It addresses questions about accounting reports prepared, advantages and disadvantages of accounting packages/systems used, reasons for leaving previous jobs, career goals, strengths, reasons the employer should hire the candidate, greatest weaknesses, how the candidate would perform well in the role, lessons learned from mistakes, improving knowledge, relevant experience, and other job interview tips. The document aims to help candidates effectively respond to standard interview questions for an accounting manager position.
This document provides tips and sample answers for common sales interview questions. Some key points covered include:
- How to present a new product by highlighting relevant experience and doing research on the industry.
- Answering questions about likes/dislikes in the sales process by focusing on strengths and finding solutions to problems.
- Explaining leaving previous jobs by mentioning lack of growth opportunities rather than speaking negatively.
- Emphasizing skills, experience, and motivation when asked why the company should hire you.
- Having goals of advancing to specific roles in a few years when discussing career goals.
- Admitting to small, resolved mistakes at previous jobs and what was learned from the experience.
Top 9 customer service interview questions answersJobinterviews
This document provides tips and sample answers for 9 common customer service interview questions:
1) Tell me about yourself
2) What are your biggest strengths?
3) What have you learned from mistakes in customer service?
4) What have you done to improve your customer service knowledge?
5) What are your career goals?
6) Why did you leave your last job?
7) What is your greatest weakness?
8) What do you know about this organization?
9) What have you done to improve your customer service knowledge in the last year?
It offers steps to effectively answer each question and provides examples of answers for each.
Top 9 call center interview questions answersJobinterviews
This document provides tips and sample answers for common interview questions for a call center job. It addresses questions such as "Tell me about yourself", "What are your biggest strengths?", "What have you learned from mistakes?", "Why did you leave your last job?", "What is your greatest weakness?", and "What have you done to improve your knowledge?". For each question, it offers steps to formulate an effective answer, including connecting your experiences to the employer's needs and learning from past mistakes. Sample answers are provided along with links to additional resources on interview skills and preparation.
The document discusses generating sales from existing happy customers through customer referrals. It suggests identifying customers who give high satisfaction scores, ensuring their continued happiness, and asking for referrals. Referrals are preferable to seeking new customers because existing customers know the product well and have lower selling costs. The process involves capturing customer data and contact details, calling to understand requirements, and handing qualified leads over to sales counterparts. Customer service executives should be given the responsibility and incentivized to implement this strategy, as they are best positioned to identify happy customers and gain their trust.
Top 9 b1 visa interview questions answershudsons168
This document provides tips and sample answers for common interview questions for a B1 visa. It discusses how to answer questions about yourself, your strengths, mistakes made, career goals, reasons for leaving previous jobs, weaknesses, and knowledge of the organization. For each question, it offers steps to formulate an answer, links to additional resources on strengths and goals, and examples of effective responses. The overall document aims to help applicants prepare for their visa interview by anticipating questions and crafting compelling, well-supported answers.
Business development involves creating long-term value for a company through customers, markets, and relationships. This includes generating cash, opportunities, sustainability, competitive advantage, customer discovery, debt repayment, problem solving, and building strategic alliances. Business development is a strategic activity focused on growth, not just sales. Effective communication, both personal and professional, is important for business development and relies more on how something is said rather than just what is said. Key factors like employee and customer satisfaction, productivity, efficiency, and culture are also essential for business growth and success.
Top 9 retail interview questions answersnathan51015
This document provides tips and sample answers for common retail interview questions. It addresses questions such as "Tell me about yourself", "What are your biggest strengths?", "What have you learned from mistakes?", "Why did you leave your last job?", "What is your greatest weakness?", and "What have you done to improve your knowledge?". For each question, it offers steps to formulate an effective answer, including connecting your experience to the employer's needs and having examples ready. The document aims to help job applicants prepare and feel confident responding to standard interview questions in the retail sector.
Top 9 accounts payable interview questions answersJobinterviews
This document provides tips and sample answers for common interview questions for an accounts payable role. It addresses questions such as "Tell me about yourself", "What are your biggest strengths?", "What have you learned from mistakes?", "Why did you leave your last job?", "What is your greatest weakness?", "What do you know about this organization?", and "What have you done to improve your knowledge?". For each question, it offers steps to formulate an answer and provides examples of effective responses. The document aims to help candidates prepare compelling answers that highlight their qualifications and sell themselves as the best fit for the role.
Top 9 sales interview questions answersnathan51015
This document provides tips and sample answers for common sales interview questions. It discusses how to answer questions about yourself, your strengths, mistakes made, career goals, reasons for leaving previous jobs, weaknesses, and knowledge of the organization. For each question, it offers steps to formulate an answer and provides examples of effective responses. The document aims to help job applicants prepare for sales interviews by understanding popular interview questions and crafting compelling answers.
Martco Special Report Working with Indpedent Reps-Completes 11-09Martco Associates
Hiring independent sales representatives can help small businesses expand their sales force in a cost-effective manner. Some key points to consider include understanding the background and experience of independent reps, creating a thorough sales manual, finding qualified reps through existing customers, trade shows, and industry publications, clearly communicating expectations, and being prepared to replace underperforming reps within 90 days. Both reps and businesses should maintain open communication, honesty, and shared goals for the relationship to be successful.
Top 9 help desk interview questions answershudsons168
This document provides tips and sample answers for common help desk interview questions. It addresses questions such as "Tell me about yourself", "What are your biggest strengths?", "What have you learned from mistakes?", "Why did you leave your last job?", "What is your greatest weakness?", and "What have you done to improve your knowledge?". For each question, it offers steps to formulate an effective answer, such as connecting your experience to the role or employer's needs. Sample answers are also provided addressing why the applicant is leaving their current role or discussing how they have resolved a past weakness.
Top 9 help desk interview questions answersJobinterviews
This document provides tips and sample answers for common help desk interview questions. It addresses questions such as "Tell me about yourself", "What are your biggest strengths?", "What have you learned from mistakes?", "Why did you leave your last job?", "What is your greatest weakness?", and "What have you done to improve your knowledge?". For each question, it offers steps to formulate an effective answer, such as connecting your experience to the role or employer's needs. Sample answers are also provided addressing why the applicant is leaving their current role, how they have addressed past weaknesses, or ways they have continuously developed their skills.
Top 9 telesales interview questions answersjonhmart036
This document provides tips and sample answers for common interview questions for a telesales role. It addresses questions such as "Tell me about yourself", "What are your biggest strengths?", "What have you learned from mistakes?", "Why did you leave your last job?", "What is your greatest weakness?", "What do you know about this organization?", and "What have you done to improve your knowledge?". For each question, it offers steps to formulate an answer and provides examples of responses that highlight relevant qualifications and experience for the position.
Top 9 production support interview questions answersjonhmart036
This document provides answers and tips for common interview questions for a production support role. It addresses questions like "Tell me about yourself", "What are your biggest strengths?", "What have you learned from mistakes?", "What have you done to improve your knowledge?", "What are your career goals?", "Why did you leave your last job?", "What is your greatest weakness?", "What do you know about this organization?", and "What have you done to improve your knowledge?". For each question, it offers steps to formulate an effective answer, examples of answers, and tips to avoid weak or negative responses.
Similar to Coaching in the moment workbook smt asm 020911 (20)
Top 9 production support interview questions answers
Coaching in the moment workbook smt asm 020911
1. COACHING IN THE MOMENT
SMT/ASM GUIDE TO DEVELOPMENTAL CONVERSATIONS
WORKBOOK
2011
2. Coaching in the Moment 2011
TOGETHER WE MAKE BLOOMINGDALE’S ‘LIKE NO OTHER STORE IN THE WORLD’
Coaching Group Exercise:
Reinforce = YOU + specific behaviors + positive consequences
Redirect = I + feelings + specific behaviors + negative consequences + probe
Read each scenario below and we will have a group discussion about what you would say as you coach in the
moment using either the redirect or reinforce:
1. Looking Polished and Professional
Lola has been working with you for about a year. Her performance is good; she is making all of her goals in
credit and sales. She has a good temperament and handles her clients well. The only problem Lola has is her
appearance. Although she clearly puts a great deal of effort into her appearance it is not polished and
professional.
Today she has bright pink two-inch fingernails; purple eye shadow paired with hot pink lips and a platinum
blonde overly teased Dolly Parton style. Her clothing follows the same suit, she is in black but it is the fit and
cut of the clothing that is not b-style.
________________________________________________________________________________________
________________________________________________________________________________________
2. Clienteling
Cara, one of your newer associates seems to be getting the hang of things. She is friendly, approachable and
a great seller. She is also good at opening new accounts. She has not added any clients to her client book.
She has attended the Clienteling class but she seems resistant to call clients. She feels that it is a bother and
that it is pushy.
You have just observed her closing a large sale and she does not offer this service.
____________________________________________________________________________
____________________________________________________________________________
3. It’s not my customer
Dan is a great stock associate. He completes his tasks quickly and efficiently. He seems to be so focused that
he does not recognize customers, offer assistance, or show any concern.
You just witnessed a frustrated customer who walked up to Dan and said “finally I find someone who works
here – can you help me find this sheet in king size?” Dan said without looking up – “I am not a sales associate,
but if you go around the corner you will find someone at the next counter”.
____________________________________________________________________________
____________________________________________________________________________
4. Yes I Can!
You overhear your sales professional Betty greet a customer by name, asking how their previous purchase of
Donna Karan bedding had worked out, while replenishing stock on to the floor.
____________________________________________________________________________
____________________________________________________________________________
Learning and Development Department 2
3. Coaching in the Moment 2011
Coaching individual exercise:
Part One: Circle the situations that require a more lengthy conversation (five-step format) than a simple
“redirect”.
Part Two: Use the redirect or reinforce when selected by the facilitator.
1. You overhear an associate direct a customer to another store in the mall when he inquires about a
luggage line you do not think you carry.
2. You observe your associate clock-in for work and then put away his/her lunch in the employee lounge
and use the bathroom.
3. You overhear your department’s mentor tell your new hire that it is unlikely he/she will meet the new
account goals.
4. You observe your support professional direct a customer to Men’s Clothing (officially escort to the
department) and introduce the customer to a sales professional.
5. You observe your associate leaning against the cash wrap while customers are looking at merchandise
in the department.
6. You observe your associate tell a customer this is all you need (referring to a CRL label) when a
customer asks for a gift receipt for a comforter set he was purchasing for his daughter. The customer
wanted the receipt.
7. You observe the mentor in your department share with your new hire the importance of offering a
Bloomingdale’s card even during return interactions.
8. You observe your associate complaining about the Company to a customer while ringing the
transaction.
9. You observed your associate offer the service of gift-wrap to a customer who was purchasing an
anniversary gift for her husband. What you heard was: ”Hey don’t forget to take advantage of
complimentary gift wrap for our Ultimate Premier card holders.”
10. You overhear two sales professionals exchange “bad return” war stories on the sales floor in the
earshot of other customers.
11. You observe your associate point to the luggage department when a customer approaches inquiring
about a Tumi garment bag.
12. You overhear two sales professionals talking about their recent dates the weekend before and
engaging in inappropriate conversation with other associates present.
13. You observe the support professional answer the phone (with the appropriate phone greeting) in your
department because the sales professional was engaged with multiple customers.
14. You are a manager in RTW and are standing in the gift-wrap line overhearing the gift-wrap associates
complaining about the Company as they wrap packages.
15. Your associate has body odor and the problem is causing negative discussion on the floor between her
peers.
Learning and Development Department 3
4. Coaching in the Moment 2011
Real life practice:
Do you want to see more of the behaviors? Describe what you saw and the positive consequence.
Reinforce
You + specific behavior + positive consequence
Do you want to see behaviors that you did not observe or ensure you do not see behaviors repeated? Describe how you
felt about what you saw and the negative consequence of those behaviors, then bring the sales professional into the
conversation with a question.
Redirect
I + feelings + specific behavior + negative consequence + probe
Write your scenario:
_________________________________________________________________________________________________
________________________________________________________________________________________________
Reinforce or redirect? Write how….
_________________________________________________________________________________________________
_________________________________________________________________________________________________
Write your scenario:
_________________________________________________________________________________________________
________________________________________________________________________________________________
Reinforce or redirect? Write how….
_________________________________________________________________________________________________
__________________________________________________________________________________________
Learning and Development Department 4
5. Coaching in the Moment 2011
Back on the Job due March 4th
SMT/ASM:
1. Select 2 sales professionals for whom you will provide focused coaching over the course of the next 3 weeks.
2. Complete the coaching cycle, repeat observation and feedback throughout 3 weeks and record
On the attached worksheets
3. Email to Lisa Blazek and cc your supervisor and GM (SMT) and Divisional (59th
St.).
I. Plan:
• Identify skill gap: where actual performance is vs. expected performance
• Meet with sales professional and review expectations vs. current performance
• Tell sales professional that you will be observing and providing feedback on this topic
over the next month
• Express confidence in their ability to improve performance
II. Observe:
• Prioritize time in your day to observe sales professional
III. Provide Feedback:
• Reinforce and redirect. Remember catch them doing something right 75% of the time.
4. Record impact of your conversations and lessons learned
SMT/ASM Supervisor:
1. Observe your direct report reinforce and redirect throughout the course of the next 3 weeks.
2. Provide SMT/ASM with feedback on their coaching performance using coaching formula.
3. Complete coaching cycle with SMT/ASM recording information on attached worksheet
4. Email to Lisa Blazek and cc your supervisor and GM (SMT) and Divisional (59th
St.).
Learning and Development Department 5
6. Coaching in the Moment 2011
Worksheet
Sales Professional Name:__________________________
Plan:
What is the specific performance expectation you will be coaching?
What are the expected/standard behaviors and metrics?
What are the sales professional’s actual behaviors?
Actual metric?
Observe and Give Feedback:
Week Observed Behaviors Coaching and result Metric
1
2
3
Learning and Development Department 6
7. Coaching in the Moment 2011
Worksheet
Sales Professional Name:__________________________
Plan:
What is the specific performance expectation you will be coaching?
What are the expected/standard behaviors and metrics?
What are the sales professional’s actual behaviors?
Actual metric?
Observe and Give Feedback:
Week Observed Behaviors Coaching and result Metric
1
2
3
Learning and Development Department 7