Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
Why talk with customers?
Faster
Cheaper
More Precise
2
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
3
Talk with customers . . .before you make big decisions
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
4
Many choicesFickleTime starved
Your BuyerClic
k to buy N
OW!PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
5
Call centers
Social media
Transaction reports
Sales, R&D reports
Customer satisfaction
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
6
OneonOne
Conversations
Buyers
Best Accounts
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
7
Talk to customers . . .when your business is struggling
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
8
Talk to customers . . .when change is necessary
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
9
Who are your best customers?Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
10
80/20 RuleWho is important?
How are they performing?# Customer
TypeCustomer Period A Period B
%Change Period C
%Change
%Total Trend Interview?
1 Smith's Deli Deli $39,439,617 $41,845,434 6.1% $44,020,978 5.2% 22% Growth Y2 Jane's Burger's Fast Food $30,410,231 $31,839,512 4.7% $27,499,301 13.6% 14% Decline Y3 Wing & Pasta Bowl Casual $25,004,009 $24,128,868 3.5% $24,233,169 0.4% 12% Flat Y4 Pasta Perfect Casual $23,002,057 $22,242,989 3.3% $21,275,419 4.4% 10% Decline Y5 Snackorama Deli $27,802,381 $26,718,088 3.9% $19,398,472 27.4% 10% Decline N6 Quick Bites Deli $22,576,173 $23,343,763 3.4% $26,495,777 13.5% 13% Growth Y7 Other Customers $42,058,617 $42,529,663 1.1% $40,730,779 4.2% 20% N
Totals $210,293,084 $212,648,317 $203,653,895 100%
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
Tips to Engage Customers
11
Send personal letter from CEO
Schedule an appointment— nextday
Be persistent but polite
Be flexible
Conduct conversations by phone
Provide an incentive
Ultimate secret
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
12
“A brand is the stories thatcustomers tell about your
company, your products andyour services.”
A. Falcone
Customer StoriesClic
k to buy N
OW!PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
13
Effective Questions1.Do your homework
2.Ask openended questions
3.Don’t try to rehearse
4.Never ask stupid questions
5.Avoid the third degree
6.Avoid leading questions
7.Encourage customers to be direct
8.Listen, listen, listenFrom Sales Machine Blog by Geoffrey James
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
14
Tips to Get Customers Talking
1.Find the right person
2.Actively listen & probe
3.Ask what words mean
4.Ask for examples
5.Tape conversations
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
15
What happens aftercustomer conversations
Matters a lot
Most difficult part
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
16
Summarize
Prioritize
FIX the problem
Tell customers
Tackle next problem
Coffee CompanyClic
k to buy N
OW!PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
17
Coffee Company
“We open up somewhere between 15 to 20stores a year & it requires being able to doinstallations exactly on time . . . everyday thatthe equipment is late, we lose money.”
Customer Story
Reduced lead time & cost to service equipment
Increased coffee sales by reducing down time
Financial Impact
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
18
Cell Phone Sales
“Company needs to be aware of retailer needs.They don’t seem to be. Selling into a retailerrequires advance planning. I don’t see anyurgency on their part to get products delivered.We don’t advertise until their products are inour barn because they don’t do what they saythey are going to do.”
Customer Story
Modified new product launch process toaddress retailer concerns
Significantly increased retail channel sales
Financial Impact
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
19
Hospice Referrals
“I need services right then and there. When Icall Hospice the family is ready to make adecision and could change their mind. Familiesusually wait until the very end to make adecision about hospice care and if HospicePartners does not return my call promptly I willcall someone else.”
Customer Story
Reduced response times and modified referralprocedures
Increased referrals and enrollments fromhospital discharge planners
Financial Impact
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
20
Talk with customers . . .Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
21
Let Customers Drive ProfitsClic
k to buy N
OW!PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
22
Mary Kay O’ConnorStartingPoint, LLCOffice: 8163995063Cell: 8477210363Email: [email protected]: @StartingPointKCLinkedIn: http://linkedin.com/in/marykayoconnor
Click t
o buy NOW!
PDFXCHANGE
www.docutrack.com Clic
k to buy N
OW!PDFXCHANGE
www.docutrack.com
Top Related