Grow newsletter January 2010GROW Newsletter January 2010
It's not what you say it's the way that you say it - that's what get results Retain - explaining a problem to a customer Grow - the power of words in a short film - this will make you think about what what you say and how you say it. ==============================================================
Happy New Year As the cold continues to hit the UK, I hope you're keeping warm and had a good break with batteries recharged ready for 2010.
Gain Customer focus is likely to be one of the key leadership drivers for 2010. As customers have more information, literally, at their fingertips, because of the internet, they are becoming more informed buyers. As sales people and account managers we have to
Really understand the commercial aspects of their business Know how we can help customers and clients ( the difference we make) Be able to explain our value proposition well and convincingly and often. 2008 and 2009 were tough, no doubt about it, so many factors outside our control were affecting buying decsions. But despite that backdrop buyers still thought that 33% of reps did not win the buyers business primarily due to things within the reps control.
And in 2010 as businesses continue to be under pressure to hit stretch targets with fewer resources, the same survey gives some interesting insights for sales people.
The survey by the IDC enterprise panel showed that buyers thought that 26% of sales reps were not prepared for their initial sales meeting, and only 16% were extremely prepared. This quote says it all
"sales reps need to know why and be able to explain and demonstrate how their products can help me add value "
So preparation and commercially focused conversations that demonstrate how you will add value to a business will help your sales results. Focus on what you can control rather than what you can't.
"If it's to be it's up to me"
Retain For those of you dealing with the icy weather conditions and the inevitable problems companies are having getting orders to customers, are you phoning or mailing customers and letting them know what is happening?
If you are great. Proactive customer service in action.
Making the call or sending the email is part of being successful. What you say on the phone or in your email, needs some thought. There is a big difference between phoning a customer and saying
“I’m phoning to let you know we can’t deliver"
To saying
“ We have tried everything we can, but the weather has beaten us, I’m phoning to let you know so that …………………”
Remember it ain’t what you say it’s the way that you say it.
Grow What we say and how we say it will be important for us all in 2010. As managers, coaches, sales or customer service people, what we say and how effective we are at saying it will make a difference to relationships, motivation, sales, and customer retention.
So if you have 5 minutes, watch this short film, which brilliantly shows how words affect outcomes. It's a great resource to show at a team meeting or a training session. Click here to watch the film.
Click here to watch the film. If you click to the website at work, your IT system may block the film. It's worth making a note of the url - http://www.intelligentdialogue.com/the-power-of-words.html and having a look at home. It is worth 5 minutes of your time.
Let me know what you think of the film.
Wishing you all a great start to 2010
Kind regards,
Diane Banister
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