Author: JT
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Smart and Dumb Things for Your Salespeople
This month I read Anne Danter’s “Smart and Dumb things that affect my buying decision” column courtesy of Jeffrey Gitomer:- Smart: Honesty. Truth at all times and at all costs. Do not lie and think you’ll get away with it, because you won’t. If I can’t tell you’re a liar immediately, I soon will and one lie banishes you.
- Dumb: Telling an expedient lie. We have it in stock (and you don’t). It will be delivered on Thursday (and it isn’t). Or, it’s backordered and you didn’t have the common courtesy to call and tell me in advance.
- Smart: Give me valuable ideas. If you can provide suggestions or ideas on how to make my life (work, personal or family) better, you’ll be a hero to me and a valuable resource.
- Dumb: Function only as an order-taker. Rush in at the last minute, pressure me about the impending deadline and demand the sale now or else.
- Smart: Understand and be interested in me. If you make an attempt to show interest and understand, I’ll spend all the time in the world to educate you, because you’ll only be better equipped to help me.
- Dumb: Communicating ‘non-sense’. Illustrate a lack of understanding and appreciation for my position, my job pressures or what makes sense to me.
- Smart: Treat me with respect. Be courteous, on time and well mannered. If you’re not, it’s a guaranteed deal killer.
- Dumb: Bad manners. Late, disruptive, poor attitude, and the inability to listen cuts off the ink supply to my pen.
- Smart: Be a decent human being, with some sense of ethics and morals. It makes me feel positive about doing business with you and gives me some reassurance you won’t try to screw me over.
- Dumb: Schmooze bad about the competition. Talking out of turn about others. It arouses suspicion every time, that either you and/or your product are less than desirable.
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SPW Bikes Unique Marketing
This Swedish bike company has some unique concepts to encourage people to stay fit. I like concept I am not sure it really works though.
What do you think?
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Getting interactive – key conversation skills for new Personal Trainers
Earlier this week I was chatting to a personal trainer about how she was going with approaching new prospects.
We had decided a few weeks ago it would be good for her to build rapport with members of the gym and she set herself a goal of 10 ‘meet and greets’ per day over the next week.
Now, for anyone who’s been in the fitness industry for a while, the idea of chatting to gym members might not seem like a difficult task, but when you are new to the industry and new to being a personal trainer, introducing yourself to a complete stranger can be a little nerve wracking.
Thinking about what might help her with this goal reminded me of a book called The Interactive Instructor by Kris Tynan. In the book, Kris talks about keys to starting a conversation:
“There are three parts to starting up and continuing conversation: The icebreaker, the opener and the secondaries”
“The Ice Breaker is the greeting phrase, which is an acknowledgement but also serves to indicate to the customer that you want to have an interaction with them” “Hi there, Hiya, G’day, Hello”
“The opener is the follow up to the ice breaker; it need e to be non-threatening and easy to deliver to someone you don’t know” “Had a busy day? How was your weekend? “
“The secondaries can be a little more probing and specific than general chitchat as you have now started to build a rapport with your customer” “Are you happy with your progress?, Are you getting the results you hoped for? What kind of help could we give you?”
These three sections of conversation are a great starting point to move towards building rapport with a potential customer. Continuing from here come the essentials of open ended questions and active listening. Each one just as important as the next.
Most importantly, like with any new job, practice builds confidence. The more we repeat a task or practice it, the better we will get. So what are you waiting for? Set yourself a goal and go out and start practicing. You might run into a few grumpy or grumbly people along the way, but chances are the majority of them will be more than happy to meet you and especially happy that someone is paying them attention!
If you want to check out The Interactive Instructor you can click here for more info http://www.lightenup.co.nz/buy-now/the-interactive-instructor-book/
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Ethos! Pathos! Logos!
The great Greek philosopher, Aristotle, believed when speaking to people true leaders have three pillars to their presentation, which when used together create trust. This trust will therefore allow you as a leader to create influence. Each pillar can be described as:
- ethos – demonstrating general moral character
- pathos – able to put others in the mindset for understanding their emotional investment in the status quo
- logos – using rational arguments.
Combine all three and your team will be moving forward after every meeting!
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Workplace Bullying is Serious
A recent case in South Australia shocked a fire fighter. He considered his remarks light hearted and made in jest but the court did not accept his comments, especially as he was a supervisor. The court demoted him and criticised management.
Here are 5 tips to minimise bullying:
- Be very clear – ensure you have detailed bullying, discrimination and harassment policies. This must include steps to be taken when bullying is suspected. Ensure social media and modern communication are addressed.
- Have an open door – make sure your employees are comfortable reporting bullying to their manager or have an avenue to go down if the manager is the problem.
- Be pro-active – early intervention is critical. What starts as harmless today can degenerate quickly.
- No lip service – if you have a policy, follow it and enforce it.
- Don’t put your head in the sand – failing to act where bullying is suspected, even without a formal complaint, can make you liable under OH&S and industrial laws.
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Gold’s Uses The Power of Avatars
I really love the concept of this marketing piece. It is basically saying what you can’t see in your avatar in social media, you should bring into Gold’s.
What are your thoughts?
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Creating Awesome Customer Service
Here are a few basics for your business:
- React quickly to complaints. The longer it takes for you to correct a complaint the more you will have to give to appease the situation.
- For complaints, don’t text, Facebook or email. Pick up the phone.
- Where possible, let your customers feel like a client of your business. Let them know what it is like to be part of your business family as opposed to a stranger trying to coming in.
- Be flexible in this changing economy. Consider your refund policy, cancellation policies and even how people can get started with you.
- Introduce yourself and smile. This goes a long way to ensuring your members, clients and customers feel welcome.
