Steve Ferrante's High Performance Blog for Sales/Customer Service/Leadership Champs and Progressive Professionals!

Posts tagged ‘Pinnacle Performance Training’

Le Petit Chef and the Positively Memorable Customer Experience

In the article,Customer Satisfaction Doesn’t Count,” the Gallup Organization stated that “if you do not make an emotional connection with customers, then satisfaction is worthless.” Their research proved that customers do not buy strictly for rational reasons and that, from a results standpoint, it is much more important to engage customers on an emotional level. 

The fact is no one remembers an ordinary transaction and they certainly don’t share them with their family and friends. They do remember extraordinary interactions and experiences. In this sense, creating a positive memory is the ultimate emotional connection!

We’ve all been there..

You’re at a restaurant with your family and/or friends. You just finished dinner and order dessert and perhaps a coffee. Then you wait and, sure enough, 10 or so minutes later your dessert arrives. Nothing special or particularly memorable about that. Enter the fine folks at Skullmapping..

From their website: 

At Skullmapping we create projection mapping projects, VR experiences and holograms. Our passion is to develop stories and present them in a new way, in order to surprise our audience. We love to experiment with the latest technology, and push beyond what has been done before.

And so now you’re in a delightfully different restaurant waiting for dessert and this happens..

I bet you and your family and/or friends would remember that!

While you may not have the capability to utilize virtual reality in your business as spectacularly demonstrated here, the concept is the same. To stand out and above your competition, you must strive to create positively memorable experiences for your customers!

the-best-customer-experiences-are-positively-memorable 

Make a Great Day!

Steve 

Want to create true emotional engagement and positively memorable experiences for your customers? I can absolutely help you! For details and contact info click-on > Sale Away LLC.

The Five W’s of Customer Service

5-ws-of-service

Any sports coach worth his whistle will tell you that you must first learn, practice, and master the fundamentals if you’re going to be truly great in your sport.

That same philosophy is true of your business: your sales and service team needs to learn, practice, and master the fundamentals of customer service if you’re going to have a truly great service business.

Continuing the sports analogy, many businesses are playing without a good grasp of these fundamentals. They hope to win the game, but are not familiar with the playing field.

With that in mind, let’s take a look at the fundamentals of customer service by answering the essential “Five W” questions.

Read the entire article here > The Five W’s of Customer Service

Creating a Winning Workplace to Attract and Retain Top Talent

Attract and Employ Top Talent

Having difficulty finding talented employees? Have a look at the engagement of your existing employees first.

Spending the last 21+ years in business consulting, the past 10+ in my own practice, I have heard the plea “we can’t find good people” countless times from business owners and/or management personnel. In fact, if you’re a business owner or manager, there’s a very good chance you have said this yourself at one point or another.

Of course, every business wants to attract, hire and retain “good people” but only the best businesses seem to do that consistently well. Why is that?

Read the entire article here > Creating a Winning Workplace to Attract and Retain Top Talent

Shine to Rise!

As a long-standing resident of Earth, no doubt you’re familiar with the expression “Rise & Shine”. 

Well I’m here to set the record straight once and for all…

The expression  has been bantered about likely as long as folks have been sleeping, a very long time indeed.

In the literal sense, “Rise and Shine” means ‘get  your butt out of bed and be lively and energetic’!

So, are most folks doing that? More personally, are YOU doing that? If you’ve been going somewhere you’re not particularly enthused about after you rise then probably not.

Sadly, countless companies across the globe are populated by the walking dead… zombie employees dragging themselves through the day. All rise, no shine.

Often, the problem stems from a losing corporate culture that could certainly benefit from my recent article > Eight Great Practices for Creating a Winning Team Corporate Culture

And, with regards to high “Pinnacle Performance” achievement, the expression itself is backwards…

One does not merely rise and shine.

A testament to this, I was rising for years and wasn’t shining very much if at all.

To truly shine,  you must first be excellent at what you do. Once you master your craft you will ‘shine’  and, once you do, you will most certainly rise to higher levels of success.

So don’t rise and shine… Shine and Rise!

You Need To Shine To Rise

Make a Great Day!

Steve 🙂

Is your business looking to Shine so they can Rise above the competition? Then, by all means, visit Sale Away today!

How Fit Is Your Customer Service?

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As is the annual tradition, countless individuals (perhaps you) have made a new year resolution to get in shape. That’s great and as I posted in 6 Resolutions for a More Successful New Year! regular exercise should definitely be part of your overall success plan. But what about your business? Have you ever considered the fitness level of your customer service effort? No, I’m not talking about some sort of employee exercise program. Rather, I’m asking if the employees that provide sales and service support to your customers are functioning at peak performance. If you haven’t given this proper consideration, you’re probably not seeing the big picture issues that could be hurting your business performance.

Just like physical fitness, there are many aspects to managing the well-being of a customer service effort. In order to reach an optimal level of customer service fitness your business must condition and strive to achieve peak performance in all of these areas.

With that in mind, ask yourself the questions below to determine your current level of customer service fitness in seven key areas.  The answers will give you a clear overview of where you are succeeding and where improvements need to be made moving forward.

Are You Keeping Them In Shape?

strong

Sales and customer service training and skills enhancements should be ongoing processes to ensure that your team is well-resourced and properly prepared to succeed. A sales organization that is not well trained often loses those precious sales opportunities, costing the businesses they represent substantial dollars in lost revenues and profits. The same is true of customer service. Without a well-trained staff, you’re not maximizing customer interactions and any deficiency in this area leaves the door open for capable competitors to take the business away from YOU! Sales and customer service are the life blood of every business. No Train, No Gain!

Perfect timing plug > Executing Results 

What Is Their Attitude?

Positive attitudes are the fuel that powers a world-class customer service engine, so be honest here. Does your management and work environment contribute or detract from proper attitudes? Do your employees feel appreciated and recognized by the company? Employee dissatisfaction can dramatically affect a company’s customer service culture and, ultimately, its bottom line.  If employees are feeling negative and under-appreciated, you can be assured that they will either directly or indirectly communicate this to your customers.

How Do They Sound?

This is often overlooked but, for effective customer communication, how we sound is actually more important than what we say. Along with appearance, the voices of your employees are a significant part of the first impression that a customer receives from your company. Winning teams (and the professionals in them) sound a certain way; positive, professional, upbeat. Do your employees sound that way or do they sound bored, tired and disinterested? Make some calls to your business and find out for yourself. If you’re hearing less than pleasant, cheerful voices on the line, guess what? Your customers are too!

What Do They Say?

Does your team understand how to have a true customer-focused conversation? Too often employees are me-focused and will recite the company anthem and provide product and service information like they’re reading from a catalog. Not good. After all, it’s about the customer – not you or your business.  A healthy customer service effort consists of 100% customer-focus and personalized attention 100% of the time.

As Stephen R. Covey simply put it, “seek first to understand, then to be understood.” To maximize results, employees need know how effectively listen to customers and evaluate needs/wants before making recommendations.

How’s Their Emotional Engagement?

Whether face-to-face or on phone every customer/employee interaction has two elements; a functional element and an emotional element. The functional elements represent the business/transactional side of your customer interactions. The emotional elements are the people/relationship-building side.  For peak customer service fitness employee/customer interactions should have proper balance between these two elements.

Although functional components are a necessary part of customer interactions, it is the emotional elements that build relationships with customers and create lasting loyalty to your business.  Do your employees understand the importance of this and know how to effectively emotionally engage your customers?

Do They Have PRIDE?

As I detailed in Got PRIDE?, this Personal Responsibility In Delivering Excellence is the commitment of employees to consistently deliver excellence in your organization.

One of the leading indicators of a company’s customer service health is the application of this principle and the consistent effort of employees to perform at a high level and exceed customer expectations. Unfortunately, quite often personnel are not exceeding expectations; they are, at best, just meeting expectations.

Consumer research has shown that companies typically lose 50% of their satisfied customers and that those customers who are merely satisfied will happily leave as soon as they find a business that provides a superior experience.

Ask yourself, do your employees practice PRIDE on a day-to-day basis? Is the service you provide ordinary (like an average competitor) or do you truly exceed expectations and deliver extraordinary service that brings customers back and influences them to promote your business to others?

How Do They Manage Problems?

The true test of a business’s customer service fitness is not when things are going right – but rather what is done when things go wrong. The fact is the customer is not always right and, in many cases, employees can prove that the customer was wrong in a given situation. All too often when confronted with a customer problem, service personnel take on a defensive posture and argue against the customers’ position. This lack of empathy and understanding rarely works to create a happy, loyal customer.

The best companies recognize that, even if the customer is wrong, it is far better to agree with their feelings and concede a little now then it is to risk losing a customer for life and perhaps have that person spread the bad word of their dissatisfaction with their friends, family, co-workers, professional network, bystanders and everyone else. 

Make a Great Day!

Steve 🙂

* Also on LinkedIn @ https://www.linkedin.com/pulse/how-fit-your-customer-service-steve-ferrante

Steve Ferrante is the Grand PooBah & Trainer of Champions of Sale Away LLC., providing Pinnacle Performance Sales, Customer Service and Winning Team Culture training, speaking and professional development services to success-driven businesses throughout North America. For detailed information visit Sale Away. Steve can be reached directly at 866-721-6086 ext. 701 or via email at steve@saleawayllc.com

Are Your Salespeople ‘Winging It’ on the Phone?

Winging It

Each and every interaction your salespeople have with potential customers on the phone is an opportunity to enhance customer relations, the image of your business and increase sales.

So, be honest, are your salespeople properly equipped to optimize each and every phone interaction they have with potential customers? If you’re like most businesses, then the answer is a resounding “no”.

‘Winging it’ on sales calls negatively impacts every business but here I’ll reference my area of business specialization, the tire/auto service industry.

For tire/auto service businesses that have the same employees selling both face-to-face (in the store) and on the phone, by far the more important area to improve is phone performance. For the reason why that is, see my previously published piece here > Top 3 Reasons Why Phone Skills Training Is Most Important In Sales.

In case any of this sounds like speculation, it’s well worth noting that it’s highly unlikely anyone has evaluated more sales calls between tire dealer employees and actual potential customers (not mystery shoppers) then my team and I at Sale Away have. The best way to measure training effectiveness, we have evaluated over 50,000 sales interactions since 2011 and that number is increasing daily!

Evaluating all those tire and service sales calls, most for market-leading tire/auto service businesses, has enabled us to teach clients specifically what works best to create customer engagement and sales on the phone. It has also confirmed that, before training, the vast majority of salespeople are indeed ‘winging it’. They have no real process and simply let the caller guide the conversation, responding with facts and figures and hoping for the order.

If You’re Not In Control, You’re Out Of Control!

If You're Not In Control You're Out Of Control

Salespeople that ‘wing it’ are not managing a call – the caller is – routinely breaking one of my top “Rules of Engagement”; If you’re not in control, you’re out of control!

Typically before training, as an example, a salesperson will respond to a phone tire inquiry with “what’s the size?” or “what’s the vehicle?” or both. This creates an indifferent first impression with the caller that often worsens when, not knowing what to say after those initial functional questions, the salesperson then asks “is there something particular you’re looking for?” or similar.

Imagine going to see your doctor for an ailment and he says, “do you have a particular medicine in mind?” Odds of that happening are about 0% yet odds are remarkably high that the equivalent of this is happening on your employee/customer calls right now. 

Without an effective sales process, sales reps default to mere order takers with recommendations based on size/inventory and most sales are made by being in the right place at the right time.

Professionals follow a sales process, amateurs ‘wing it’.

To improve customers’ buying experience and, ultimately, results for the business, all world-class companies train their employees a proven sales process.

To optimize performance on the phone, a clear sales methodology needs to be established and adhered to by your sales team. When we evaluate and literally score calls against our exclusive “Pinnacle Performance” sales process, each sales rep knows exactly how they performed on a given call and we can then pinpoint precisely what weak and/or missing areas of the process they need to improve upon moving forward.

Of course, mastering a sales process takes time and change, especially for those veterans that have been ‘winging it’ for years, is not easy. But, once institutionalized, the performance gains are well worth it.

If you are a tire business owner or manager, then you are leader of your team. It’s your job to make sure your team wins. Being properly prepared to most effectively manage every phone interaction and outperform the competition is a vital part of winning. ‘Winging it’ just won’t cut it.

Steve Ferrante is the Grand PooBah & Trainer of Champions of Sale Away LLC. As producer and host of Pinnacle Performance, “The Best Reviewed Sales/Customer Service Training Program in the Tire/Auto Service Industry”, Steve has received national acclaim for teaching independent tire and auto service businesses how to improve customer relations, produce greater sales results and build a ‘winning team’ corporate culture. Steve is also contributing “Selling Smart” editor for Tire Review Magazine

Pinnacle Performance Training Logo

To learn more about the program, visit Pinnacle Performance Training. Steve can be reached directly at 866-721-6086 ext. 701 or via email at steve@saleawayllc.com

Pinnacle Training 1 Page Overview

Pinnacle Performance Training Promo

Check out the new Pinnacle Performance Training promo…

Visit Sale Away LLC. for more information.

Make a Great Day!

Steve 🙂

6 Essential Success Traits of Top-Performing Salespeople

Sale Away Logo-2

As a professional sales trainer, I get asked regularly what it takes to be a top-performing salesperson and the fact is there’s no simple answer to that question. 

Having spent 25+ years in the sales industry myself, I have seen a wide variety of salespeople, from dreadful to truly great with most somewhere in between. Of course, top-performing salespeople are invaluable to any business as they typically represent the 20% of the team that generate 80% of the revenue or thereabouts.  

While there’s certainly no magic formula for producing sales superstars, I have found that there are proven principles that are directly applicable to high-achievers.  

Here are my six essential success traits of top-performing salespeople: 

1. BELIEF

Belief is the foundation of success. Pro Football Hall of Fame coach Vince Lombardi said, “If you don’t think you’re a winner, you don’t belong here.” This quote fits perfectly with the attitude of top-performing salespeople. They possess a “champion mindset” and believe they are the best or capable of being the best.  

Along with the confidence in themselves, top salespeople also have an absolute belief in their company, industry and the products and/or services they sell. Whereas the belief in oneself is primarily personal, the belief in the company and its products/services is something that is created by way of the corporate culture and experience with the ownership and management of the business. 

2. ATTITUDE

I have written plenty on the importance of having a positive attitude. It certainly relates to providing world-class customer service and as a member of a winning team culture, but attitude also plays a major role in sales performance.  

The sales profession is predominantly one of rejection, with far more people saying “no” than “yes” to product and service offerings. That’s not particularly pleasant for any normal person to experience on a day-to-day basis. Poor to average performers tend to take rejection personally and that translates into a negative, pessimistic attitude that weakens their sales interactions.  

Top-performers have mentally conditioned themselves to maintain a confident, optimistic attitude. They realize that those inevitable rejections are par for the course and treat them as the stepping-stones to success.  

3. RAPPORT

Sales research supports that, in most cases, more than 75% of a customer’s decision to purchase is based on having good rapport with the sales person. Conversely, one of the main reasons customers ultimately decide not to purchase (even though they may need the product or service) is that they don’t feel a genuine sense of rapport with the sales person. So, yes it’s true, people buy you first and your products/services second.  

Top sales performers are also models for what I refer to as “Masters of Human Relations.” They possess the “people skills” to effectively communicate and connect with customers and build superior trust. Whereas a typical salesman will be a talker, a top performer usually excels at listening, enabling them to gather more information to aid in the selling process.  

4. GENUINE

Going hand-in-hand with rapport, top-performing salespeople also tend to genuinely care about their customers’ best interest, as opposed to poor/average salespeople that tend to care more about making a sale.  

Nearly everyone loves to buy, but no one likes to be sold. When a customer senses the salesperson really doesn’t care about them personally, they perceive the exchange as salesy schmoozing, not sincere communication and only performed because the salesperson was trying to sell them something.  

Obviously, this behavior damages trust and harms sales performance.  

Top-performing salespeople are genuinely customer-focused and take pride in helping customers solve their problems and meeting their needs.  

This caring behavior is true empathy, the ability to assume the customer’s position and adapt behavior to their feelings. This is especially important in a service business, as the majority of customers have some sort of problem that is causing them some amount of stress and/or grief. Top-performers maximize their effectiveness by always practicing empathy and keeping the customer’s feelings in mind.  

5. AMBITION 

The drive to succeed is essential for top performance. It never ceases to amaze me how many people in sales – probably 80% – are not true students of their profession.  

Other than sales activity during the day, they do little, if anything, to improve their skill set along the way. This is the equivalent of playing a professional sport and only showing up for the games, not practicing and expecting to win! 

With so much competition selling the same products and services, it is critically important that front line employees are well trained and regularly maintained.  

Top-performers – that 20% – understand this and invest the time to expand their knowledge base and hone their selling skills. They strive for continuous improvement and are committed to becoming an expert in their business/industry/products and a master at their craft – selling.  

6. ACCOUNTABILITY

Poor performers often blame everyone and everything else for their lack of success. The marketing department isn’t doing a good enough job getting leads, the economy is weak, the manager is a jerk, the computer system is slow, the coffee is too weak, the list goes on and on. 

Top sales performers do not focus on any of this or let anything outside of their direct control affect their performance. They spend their time and efforts focusing on results: How to beat the competition; how to improve/work around operational issues; and how to capitalize on the selling opportunities they do have.  

In my Pinnacle Performance training, I teach and preach the importance of working with PRIDE, an acronym for Personal Responsibility In Delivering Excellence. Top-performers ‘get it’ and have the mindset of what I refer to as “YOU Inc.”  

They take ownership as if they are in business for themselves (not by themselves) and assume 100% responsibility for their success or failure to control their own destiny.  

Seek these six success traits in your new hires, instill these principles in your existing sales team members, and reap the rewards.

Steve Ferrante is the Grand PooBah & Trainer of Champions of Sale Away LLC., providing Pinnacle Performance Sales, Customer Service and Winning Team Culture training, speaking and professional development services to success-driven businesses throughout North America. For detailed information visit Sale Away. Steve can be reached directly at 866-721-6086 ext. 701 or via email at steve@saleawayllc.com

Click-On Printable PDF > 6 Essential Success Traits of Top-Performing Salespeople

 

4 Seldom Considered Reasons Sales/Customer Service Training Fails

SuccessNothingLess

Regardless of what your business sells, training to maximize performance in sales and customer service should be an important piece of your success plan. Unfortunately, countless companies waste vast amounts of time and dollars on training that doesn’t produce the desired gains and ultimately fails.

There are a variety of reasons why sales/customer service training initiatives fail. Topics like matching the program to the business and needs of the participants is certainly high on the list when considering outside training resources but there are several other seldom considered factors that directly affect whether or not a sales/customer service training program will achieve a successful outcome.

1) Not Setting The Stage

Typically the engagement planning for sales/customer service training is with ownership and key management behind closed doors and away from the company personnel that the training is intended for. That’s perfectly acceptable as company training should be a managerial decision. However, once an engagement has been planned, ownership and/or key management should prepare personnel so they are properly positioned to most effectively receive the training.

Unfortunately, this step is often missed altogether. I have personally conducted programs (and am aware of many more) where I (or another trainer) arrived for the first day of training with a new organization and no one knows why they’re there. Participants haven’t been told anything other than to “show up”.  While skilled trainers can overcome this and create clarity for a successful commencement, obviously this is not the most conducive environment for learning.

Like a Broadway play, the stage should be properly set before the show begins. However, unlike a Broadway play, creating a positive learning environment need not be a major production. It could be as simple as an email and/or company newsletter announcement like this actual tire/auto service client piece:

“We are excited and proud to announce our new relationship with Steve Ferrante of Sale Away LLC! As the producer and host of the highly-acclaimed “Pinnacle Performance” sales/customer service/winning team culture training program, Steve is the trainer for numerous leading tire/auto service businesses across North America. Steve also serves as the contributing “Selling Smart” editor for Tire Review Magazine and their sister publication, Shop Owner. We have engaged Steve to provide training to all of our sales and customer support personnel and are extraordinarily confident that with his proven expertise and resources we can achieve new levels of success in 2014 and beyond! Our first sessions with Steve will begin on…”

Introduced this way, confusion is eliminated as company personnel know what to expect, and everyone is prepared to enter training with the proper positive mindset.

2) Disengagement

Training is only as good as the trainer providing it. For training to effectively produce meaningful (and sustainable) gains, the employees must first be engaged with the trainer. Many otherwise good programs fail because the attendees were not really engaged, became bored and tuned out long before any real gains were made.

This is the reason the first element in Sale Away’s Pinnacle Performance Credo is ENGAGE.

Any business considering an investment in training should make the “who” will be conducting the program a priority. Often companies sweat the what and where details of training and give relatively little consideration to the importance of who will be conducting their program.

Sometimes companies will appoint an existing employee to conduct training. Many times this presents a significant challenge as this person is already perceived, for better or worse, as something else in the company. Typically, the tasked individual is a sales or customer service manager and, although they may be outstanding in that role, training is almost always not their primary purpose or skill-set. Their well-intentioned efforts naturally don’t carry the weight or have the desired impact with employees as a reputable training authority from outside of the company would.

If you cannot see, feel and experience employee engagement with the trainer on the first training that’s a clear warning sign you’re heading down the wrong path and quite likely doomed to fail.  In a nutshell; engagement first then everything else second.  

3) Inconsistency

All too often sales/customers service training is treated as an event. A business conducts an in-house training and, assuming it was good, participants get energized with new insight, techniques and tools.  Then, with no real follow-up program in place, participants fizz out and return (at varying speeds) to the same level of performance they were at prior to training. Training research has revealed that, without ongoing reinforcement, 90% of what is learned is forgotten within 60-90 days.

Like physical fitness, it doesn’t matter how good your workout at the gym is today. If you don’t continue to exercise on a consistent basis, you will never truly get in shape and stay that way.

Part of the problem is many managers adopt a been-there done-that attitude when it comes to sales/customer service training. It sounds simplistic but training works with consistent training.

The science of training confirms that true ownership of learning is created with consistent exposure and application of the skills over time. World-class sales and customer service companies recognize this and typically engage their employees in 100 or more hours of training in their first year with ongoing training in the years ahead.

At Sale Away , I create consistency and superior results for clients by combining regular in-house sales/customer service training with an exclusive online training/professional development program. Visit Your Teams Training Portal for details.

4) Wandering Off The Path

This reason goes hand-in-hand with inconsistency but deserves separate acknowledgment. Like the proverbial kid in the backseat saying “are we there yet”, many business owners and managers view training as a destination with the goal of getting there.

Training should be viewed not as a destination – but rather an evolution. All too often, businesses will engage in a flavor of the month type of training, never fully developing any one area before moving in a different direction.

Imagine this: You play for a professional football team, let’s assume the New England Patriots under head coach Bob Belichick. Do you practice regularly? Of course. Do you practice at the game? Of course not, you practice for the game. What do you think the odds are that one day at practice coach Belichick will say something like this: “Hey guys, many of you have been training and practicing these same plays now for years. I think we all got it… no need to practice that anymore. Let’s play basketball today.”

Odds of that happening are exactly zero yet many sales managers do it regularly.  They switch things up, fumble the ball and ultimately miss the end zone.

This lack of focus directly correlates to reason # 2, disengagement, with many participating employees not trusting the business will stay the course and see any program to fruition.  If management demonstrates they are not fully committed to stay the course (with a successful program) then they shouldn’t expect their employees to be fully committed as they continue to introduce new initiatives to the mix.

Proper training is an ongoing process of continuous professional development. Just like a professional sports team, your sales/customer service team must regularly practice and work on their game through a disciplined and committed training program if they are to consistently win in (and for) your business.

Make a Great Day!

Steve

Steve Ferrante is the Grand PooBah & Trainer of Champions of Sale Away LLC., providing Pinnacle Performance Sales, Customer Service and Leadership training, speaking and professional development services to success-driven businesses throughout North America. For detailed information visit Sale Away. Steve can be reached directly at 866-721-6086 ext. 701 or via email at steve@saleawayllc.com

 Click-On for printable PDF version of this article >  4 Seldom Considered Reasons Sales Training Fails

 

 

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