Embed Size (px)
Citation preview
5 TIPS FORBUILDINGSTRONGERCUSTOMER
RELATIONSHIPS
"The most importantsingle ingredient in the
formula of success isknowing how to getalong with people."
THEODORE ROOSEVELT
O V E R V I E W
ESTABLISH A
PRESENCE
TONE OF VOICE
ACTIVE
LISTENING
PURPOSEFUL
QUESTIONING
DO YOU KNOW WHAT YOURCUSTOMERS WANT?
EXCELLENTCUSTOMERSERVICE
RELIABILITY &CONSISTENCY
EASE OF DOINGBUSINESS
UNDERSTANDINGCUSTOMER'S
NEEDS
PERSONALCONNECTION
COMMUNICATESPURCHASINGPROCESS
THE SOLUTION
BUILDING
RAPPORT
GOES A
LONG WAY01
PEOPLE ENJOYDOING BUSINESS
WITH PEOPLE THEYLIKE
A STRONGRELATIONSHIP WITH A
CUSTOMER = MOREINFLUENCE ON
DECISION MAKING PROCESS
RAPPORT IS ABOUTMAKING A
CONNECTION BASEDON TRUST
PAY ATTENTION TO
WHAT CUSTOMERS
SAY TO YOU02
"You cannot truly listento anyone and do
anything else at thesame time."
M. SCOTT PECK
ALWAYS LISTENWITH THE INTENTTO UNDERSTAND
CUSTOMERS NEEDS
CUSTOMERS CANSENSE WHEN YOU'RENOT FULLY PRESENT -ALWAYS MAKE THEM
FEEL LIKE A TOPPRIORITY
ACTIVE LISTENINGMAKES CUSTOMERS
FEEL IMPORTANT,VALUED &
UNDERSTOOD
BE AWARE OFYOUR BODYLANGUAGE 03
EFFECTIVESALESPEOPLE WALK,TALK & DRESS THEPART - THEY TAKE
NOTHING FORGRANTED
SUBTLE MIRRORINGOF CUSTOMERGESTURES CAN
HAVE A POWERFULEFFECT ON THEIR
RECEPTIVITY OF YOU
MIRRORINGSHOWS YOU
UNDERSTAND THECUSTOMER'S POINT
OF VIEW
Words
7%
Tone
38%
Body Language
55%
55% OF CUSTOMER'S PERCEPTIONS OF US ISDRIVEN BY OUR BODY LANGUAGE
CUSTOMERS
APPRECIATE
AUTHENTICITY
04
CUSTOMERSPREFER A
STRAIGHTFORWARDAPPROACH THAT
FEELS REAL &HONEST
CREATE AUTHENTICINTERACTIONS -PEOPLE CAN SEE
THROUGH A SALESPITCH
KNOW WHATYOUR COMPANYSTANDS FOR AND
SHARE YOURORGANIZATIONAL
BELIEFS
PRACTICE
MAKES
PERFECT05
TOP SALESPEOPLE PROVIDE SOLUTIONS
VS. SIMPLY LISTING
PRODUCT FEATURES
DO YOURRESEARCH & MAKE
SURE YOU'REALIGNED WITH THE
CUSTOMER'SNEEDS
NEVER SOUNDOVERLY
REHEARSED ORLIKE YOU'RE
READING FROM ASCRIPT
THANKYOU
ASCENSION GROWTH & INNOVATIONSTRATEGIES
LEARN ABOUT REMOTE SELLINGEXCELLENCE℠
