Archive for May, 2010

Improve Customer Phone Service

Incoming Sales Enquiries – the Greatest Mistake We Make

(part 2)

Last month, we spoke about the challenge of incoming enquiry discussions centred primarily around ‘price’. If you missed it, go here first otherwise this may make little sense!

Firstly, a caveat. There are those who no-matter-what, just want a price and nothing more, right? So let’s not create a sales strategy that suits this minority. Let’s focus on the many that are open to discussing more.

When prospects / customers call you and your competitors, one goal is to have them jot down far more relevant information next to your name on their list, than the others. But what is relevant information? Essentially, what will get them thinking beyond the price are the things that help them Meet Needs and Reduce Fears (resistances)

If you ask great questions to learn this key information, you are well positioned to offer an insight that helps prospects have one of those “Oh, I never thought of that, what do you recommend?” moments.

An example for the new car industry. If I were called with an enquiry on a price for a particular new car, I would (after the pleasantries) first ask if it were ‘OK’ to ask them a few questions. Then I would want to discover things like –

What are they currently driving? What does it no longer do well? Why are they considering the ‘X’ model? What things must it do well? After they buy it, what will be important? What are they comparing it too? And so on. If it’s not clear how you would use this valuable information to win more business, then that is perhaps for another discussion.

A final but vital note for this session – if you are going to ask good questions of these potential customers on the phone, be exceptional at listening to their answers!

Yours in prosperity and fun

Jeff Austin

Bunbury Sales Trainer

Why do good staff leave bad jobs?

To keep good staff; first understand why they leave

If you are a business owner, or if you’ve been in the same job for years, perhaps you have forgotten what makes a good job, a good job! Perhaps you have also forgotten (or not thought about for a while) the reasons you left previous employment.

If you are frustrated by a seemingly revolving door of hiring, inducting, training and rehiring; then it may be time to stop and consider what your workplace is not providing. Furthermore, if your primary point of attraction to potential employees is the amount you will pay them, then also consider this.

If money is the only reason they join you, it will be the first reason they leave you for someone else offering more.

To put this to a not-so scientific test (but a test nonetheless) click on the link below and take a short self assessment. There are 2 sets of 11 questions – the same questions repeated in each set. The first 11 will have you consider the best job you ever had (it may be the one you are in now). The same questions are then asked with you considering them in context of the worst job you’ve ever had (and yes, it could be the one you’re in now!) When you have finished, use the scoring system to add your responses for both sets of questions. It makes for an interesting comparison.

Click here to print and take the Best Vs Worst job assessment

How do your scores compare? Is there a gap or perhaps a crater between the scores? What can you take from the results?

Occasionally, people who have taken the assessment told me that they had scored the final question, regarding income, higher on the ‘Worst job’ assessment – but it was overall by far their worst job. That adds further weight to the argument that income matters little (or for a little time) if the other aspects that create a good place to work, do not exist.

A final short quiz. Take another look over the assessment questions and then answer Yes or No to these.

  • Do the areas highlighted in the assessment matter when it comes to creating a good work environment?
  • Were some or all of the areas factors in you leaving or staying on in previous employment?
  • Do you provide these workplace benefits in your current business / position?
  • Could you provide them? (What is stopping you?)
  • Would the cost of implementing these into your business / workplace be minimal? (and far cheaper than the cost of rehiring?!)

If you already have these in place and functioning, then well done – do more of that!. If you don’t and you are not sure where to start in getting them in, then please consider this.

Designing, installing and monitoring quality business systems and processes to create enjoyable and productive workplace environments is what we do best – and this is what ultimately helps you hang onto those great people!

Call Jeff today

Recruit smarter with Caliper Personality Profiling

Yours in prosperity and fun

Jeff Austin, Bunbury Business Coach