Everyone knows what it's like to be on the receiving end of a high-pressure sales pitch or a mundane one-liner. Not pleasant or inspiring. Certainly not influential. Yet that continues to be the customer experience in thousands of sales and service organizations. Sometimes this is a deliberate choice on the part of management and front-line employees. More often it's a matter of not knowing the subtle, more powerful approach.
Discover how to apply Influence with Ease® to every choice point in customer and co-worker interaction:
- Creating trust. How to augment your product or service with the 7 intangibles that create trust and loyalty. Building your personal and professional reputation. When admitting ignorance can enhance your credibility. 6 commonly used phrases that inadvertently diminish trust.
- The first impression. Why organizations often lose customers without realizing it. The two commonly used references that are more off-putting than endearing. 4 keys to making 'small talk' easier with strangers. 6 keys to enhancing your professional image regarding dress, voice, and business etiquette. How to overcome shyness in awkward business and social settings.
- Building rapport. Conversation starters that put others at ease. The simple tool to ensuring that a compliment isn't merely perceived as flattery. How to bridge the gap when there are cultural communication differences.
- On the telephone. Creating a competitive advantage in the first 5 seconds of communication with customers. How to answer calls with greater clarity, warmth, and efficiency. How to convey a more positive telephone image - even when you're not having a great day. How to put all caller on 'hold' without putting them-off. Telephone etiquette: How to juggle a phone call and a person standing in front of you.
- When influencing decisions. Having the right-mind set for selling your products, services or ideas. Choosing two words, that when used more frequently, enhance perception by 12% (hint: it isn't please or thank you). 7 steps to make a successful 'cold-call' to someone you've never met. How to be persuasive without being pushy. Eliciting others' needs without peppering them with questions. The most significant, frequently overlooked step when listening. When to surrender control during a buying conversation. How to create an emotional bond that moves others to action. A six word phrase that enhances the perceived value of what you're offering. How to ask for the order without sounding pushy or patronizing. Addressing objections with diplomacy. How to use the 'humility advantage' to dramatically increase referrals.
- When delays happen. 10 ways to enhance the perceived speed of delivery of products or services - without going faster.
- In an up-sell opportunity. Why 'up-selling' your product, service or idea is so profitable and so frequently poorly done. How to position an up-sell as a value added service.
- When someone is upset. Keeping the big picture in mind when dealing with upset customers and co-workers. Discover the most frequent cause for complaint - and how to prevent it before it occurs. Differentiating between customers who are upset - and those that are abusive, and what to do about each type. How to convert an upset person into an advocate of your services using the T.E.M.P.E.R.© approach. The one common question to not ask when gathering background information about a customer concern. How to express empathy without sounding patronizing. How to handle a complaint when you weren't the cause of the problem. 4 ways to break bad news to the customer - without generating hard feelings.
Kit Includes:
- Seven 45 minute audio CDs presented by award-winning presenter, Jeff Mowatt in an engaging, easy to follow interview style
- Learning Guide to enhance comprehension and retention.
- Manager's Guide to tailor the strategies to your organization's uique circumstances.
- Comprehension Test reveals how much has been retained from the training and identifies areas that need to be reviewed.
- Graduation Certificate assists in recording and recognizing each individual's completion of the program.
The Bonus:
This system also includes a CDrom featuring all the written support materials. The ability to print the documents as needed means that one kit contains all the materials to train any number of employees. The CDs of course, are copyright protected and not for duplication. For convenience sake, we recommend obtaining a kit for each location.
- "These tools get results! Working with Jeff Mowatt's Profit Producing Customer Service training kit has allowed my team to increase their retail sales by 80% over a one year period. We've also used Jeff's other training tools and found that they have made a major difference in my business; our behaviour & communication towards each other & towards clients has significantly improved."
Keith Mackie, Owner, Mackie Naturals Salon and Spa - "Jeff, just a short note to tell you how much we appreciated listening to your "Profit Producing Customer Service" self study kit. Our staff listened to all the CDs at our regular staff meetings. They stimulated discussion and made us think of new ways to satisfy patients and meet their needs. As owner/managers we especially like the comprehension test. It gave us a way of measuring our staff's comprehension. We have even used it to screen prospective employees. "
Dr. Denis Beaulne, Optometrist/Partner, Chisholm Passmore Optometrists - "This is a one time investment in your people that will pay for itself over and over."
Elaine Brownlee, Manager, Business Development Bank of Canada - "This is the best front line training program I've seen - by far!"
Gail Dawkins, Training Manager, Thomas Cook Travel - "The most creative and innovative approach to customer service I've seen yet."
Antoinnette Douville-Mackie, HR Manager, The Home Depot Canada - "If you care about the success of your business you will do two things: 1.Listen to these techniques. 2. Do them!"
Barry Kelsey, Training and Recruitment Manager, Mac's Convenience Stores - "This is the most cost effective way to teach customer retention skills to front line employees I've seen."
Dominic Michaels, District Sales Manager, Shell Canada - "This is the kind of training we've been looking for. It gets you involved, allows you to measure the results and does so very economically."
Jerome Hoffard, Branch Manager, SGI Salvage - "This is an effective system that can produce big returns on a small investment."
Simon Weller, Regional Manger, Tenneco Automotive - "This is the definitive tool in achieving a competitive advantage."
Diane Barroll, VP & GM, Altavero Haircutters o/a First Choice Haircutters
