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Archive for the ‘Sales Training’ Category.

Emotional Intelligence in the Workplace

ID-100152548If you have not heard of Emotional Intelligence yet, you will very soon. Emotional Intelligence (EI), is being studied by prestigious universities all over the globe, and what these institutions are finding is that EI is closely connected to success and failure.

 

Workplace attitudes and behavior can have obvious and subversive effects on coworkers and customers alike. EI is the ability that we have to monitor our behavior and self awareness in relation to other people and situations. People with high emotional intelligence are self aware and monitor their behavior closely in situations at work and in their personal life.

 

That doesn’t mean that a person with a high emotional quotient (EQ) is a door mat, it means that they know how to behave and keep their attitudes in check. On the flip side, some one who has a low EQ is not destined to remain that way. The best thing about EI is that you can learn how to adopt better attitudes and behaviors.

 

Forbes has recently published an article on EI and how to improve yourself using five techniques that will help boost productivity, (http://www.forbes.com/sites/glennllopis/2012/09/24/5-ways-to-lead-with-emotional-intelligence-and-boost-productivity/). Now you know how serious this subject matter is when Forbes publishes an article about it.

 

The basic principle of EI is this, the higher your EQ the more influence you have and the smaller your worries and troubles will be. The lower your EQ, the more troubles and worries you have and the smaller your circle of influence is.

 

If you are still unsure what exactly EI and EQ are, there are plenty of articles on the web that explain what they are and how they work. If you feel that your workplace could use more EI, then contact us for more information on training, call Tanya Papuga at 407-508-9650, or email her at, tanyapapuga@yahoo.com.

 

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Establish Proper Sales Goals

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In order to reach your sales goal you must effectively prepare by recognizing your true goal in making the sales call. Plan your demonstrations, rehearsals and presentations ahead of time. Feedback from your peers is invaluable. The goal of the sales call is not to ask for a chance, or for a little bit of the prospective customers time, but more of an interview to see if the prospect should be a client. Ask yourself these questions:

 

1) Does the prospective client meet the criteria for doing business with?
2) Once contact with the prospective customer has been made, do you decide whether to conduct an interview or ask for a time to meet?
3) Are your beliefs in the features and value of your product/service enough to convince the prospective client to buy, or are there other reasons for making purchases?
4) How can you make use of the brochures and literature at your disposal effective in your interview, or sales pitch? (Most often the brochures are used to end the sales pitch by the prospective customer.)
5) Are you doing demonstrations at any cost? Even if it means you don’t make a sale?
6) Is there the pressure of a time limit for the interview/demonstration?
7) Who created the time limit? You or the client?
8) Are you going into the meeting with the intention of helping or selling to the prospective customer?

 

Many sales people confuse the purpose of their call with the goals of their call. In order to confidently make sales calls and meet clients, the salesperson must be professional and see themselves as professional. The sales call should mean an interview with the prospective client, because the ultimate goal is to sell your product, not give demonstrations or education on your product or company. The salesperson should maintain control over the sale, don’t wish and hope for the prospect to be a customer.

 

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Presentation Guide

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At some time in your career you’ll have to give an important speech or present a proposal. Following are three techniques for giving an efficient presentation.

 

First, create an outline for your presentation. This outline is the bones of your speech. It is the opening message, ideas you wish to express, and the conclusion or wrap up of ideas from your proposal. Also, knowing in advance what you will be speaking on and where you want to go with your presentation makes it easier to choose only pertinent information to your topic.

 

Secondly, when you are writing your speech make sure that the introduction includes the purpose or reason for speaking. This will determine the goals you target, the approach you take and the materials and content you will select to communicate to the audience. Also include in your introduction the main points that you will be discussing in your presentation. This prepares the audience for the information that you will be going over in detail.

 

Thirdly, when choosing topics to cover, make sure to choose only between three and five main topics. The reasons being that most people can only remember no more than five  central ideas at a time, more than five ideas in your presentation may make you seem lost, and failure to identify your main points leaves you open to forgetting important ideas you need to express.

 

By using these techniques you have a greater chance for success of your ideas being accepted by your audience, and for your message to stick with them if it’s easy for them to remember.

 

 

 

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The weekend is over and you probably are having a case of the Mondays. In a recent study it was discovered that sales reps who spent more time in planning tended to be more successful. So how can you start planning out your day and week and have success results? Here’s how:

Visualize your long term picture of successr and put it in writing. Review your goal frequently. Your goal should be specific, measurable, achievable and compatible with where you are right now. There should be an end date as well.

Write out a To Do list every day. Include items that can be completed.
Separate your To Do list into A, B and C categories in order of priority.
“A” items are important to your long term success (If you had nothing else to do today, these would be the activities that would affect your results and pipeline one month from now),
“B” are things you must do today as part of your job description (they may be urgent but not as important)
“C” are unwritten or unavoidable but necessary (administration, travel, personal)
“D” are things you could delay, delegate, or delete
Start with the A items. Don’t work on a C just because it’s easy to do. Also, break your A items into small manageable chunks, so they’re easy to accomplish.

Check off items as you complete them to give yourself a sense of accomplishment.
Block off time for major activities. This might include a block of time for working alone on major tasks. If someone wants to meet you during that time, say “I’m sorry, I already have an appointment.”
Don’t jam your day full of activities. Leave time for emergencies, special opportunities and thinking time.
Be your own manager. Ask yourself if you have met your goals, and what changes you plan to make to achieve them.
Do it now. People will often say “Call me next week, and we’ll book an appointment then.” Respond by saying, “Let’s save ourselves a call and do it now.”
Always plan time for balance; include family, fitness, recreation, social and spiritual activities.
Conduct a time study to see how you’re doing and where the opportunities for improvement lie. Many people are only able to spend one quarter of their time on top priority activities. Moving this up to one third of the week means almost 4 more hours per week on key activities.

How to Become a Customer Service Expert

frontlineIf you want to set yourself apart from your competition the best way to do that is by becoming an expert in customer service. You might think you already know everything there is to know about giving excellent customer service, but there’s more to it than a friendly face and a good attitude. These tips will give you an advantage over your competition because they are client centered.

Ultimately your goal should be to meet and try to exceed the expectations of the client. You can ask every client individually what is most important to them, but this is time consuming and not every client wants the same thing. You can try to keep track of all your different clients’ needs and expectations, but this will be a difficult task if you have many clients.

It’s smarter and more economical to anticipate the needs of your client rather than guess or ask them. Your clients shouldn’t have to tell you how to make them happy, you should know how to make them happy. In order to maintain good customer service you should be able to define it by how you perform it. You can do this in five easy steps.

1)You customer service should be quick. Time is money and your client needs their product from you as quickly as they can get it. If your product is delayed it may wind up costing your client money for every day the product is late. Your ability to be prompt and fast will reward you with repeat business. Being late will cause headaches and possibly losing your customer.

2)How affordable id your product. Although there are bargain hunters even in the business world, the client wants to know if the overall value of the product is worth their money. If they go too cheap will it wind up costing more money than if they had spent more for a quality product in the first place? Customers want value for their money, so show them the value in your product.

3)Get it right. Don’t make promises you can’t deliver because the client will find out soon enough exactly what it is they have bought from you. Your customers should expect to get quality, reliability and functionality out of the products they purchased from you. If they can’t then there will be no repeat business. A flawed product that has to be repaired or services that don;t live up to expectations are not acceptable no matter how cheap they were.

4)Make your product or service convenient for your clients. If there is a steep learning curve, or the information or product is too complicated this will wind up costing your client precious time they may not have. Always make sure that your clients are fully informed and that you yourself are available to them should they need your help with anything. There is nothing more frustrating than waiting around for help while being sent from one employee to another.

5)Make a statement to the customer that they are important to you by giving them personalized service and attention. There is value in customization, it can be as simple as sending them a card, a fruit basket, something that says thank you and your valued. People love validation, they want to be heard and acknowledged. Your products and services may not be customized for you clients, but you can be. Make sure that you are individualizing the sales experience with your clients, they’ll love it and will be more willing to pay more for a product or service if it comes with special details and attention.

Make sure your using the five points of customer service; Quick, Affordable, Right, Convenient, and Personalized will make your customers appreciate what your selling and who’s selling it to them. Remember your customer can find what they’re looking for somewhere else if they’re not happy. Use these tips and you’ll make your clients happy and yourself.

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