Rotendaokab Articles

If you’re going to do postcard marketing on an ongoing basis, it’s a good idea to have a collection of cards to inspire you. In advertising and marketing circles, this is called a “swipe file.”

How do you start a swipe file? By watching your mail!

Save all the postcards that arrive in your mailbox for one month, and I guarantee that you?ll have a bumper crop of ideas to choose from. (During the political campaign season, it’ll only take a week.)

NOTE: The swipe file is intended to be an inspirational tool for you to generate your own original ideas, not to copy those of others.

I keep my own swipe file in one of those 2-inch file pockets that I bought at an office supply house. File pockets have closed sides, which keep your postcards from falling out and scattering all over the floor.

Once you’ve created your swipe file, use it as your arsenal of postcard marketing ideas. Draw on it for card design ideas, copywriting ideas, and, hey, while we’re at it, ideas for other kinds of promotions that you do. After all, there’s nothing that says that an idea you got from a postcard can’t be used in a display ad or on a promotional tee shirt!

Martha Retallick, “The Passionate Postcarder,” hails from Tucson, Arizona, USA. She is the author of Postcard Marketing Secrets, a downloadable PDF manual that will show you how to put postcards to work for your business?profitably. Learn more about it at:

http://www.PostcardMarketingSecrets.com

7 Phrases You Cant Say in Sales

(Because They Will Undermine Your Credibility

and Drop Your Closing Rate)

Copyright 2004 by Doug Smart

Years ago, George Carlin listed seven words you cant say on television. Then HBO came along, said all the words, and the world of television changed forever. Now, I know that even before you read the seven no-no phrases in sales, you might be tempted to think, oh, whatever these are they will eventually become acceptable, too.

There are two big problems with this reasoning.

1. Television has been around for about sixty years so it is still a youngster experiencing growing pains; sales started way back when the inventor of the wheel made a few extras to sell to friends.

2. The seven sales phrases are already being said by salespeople and they are delivering decidedly mediocre results. They live on because veteran salespeople say them and novice salespeople ape them. The cycle continues.

The big challenge with these words is that they undermine the credibility of salespeople and they encourage defensive barriers to spring up in the minds of the prospective buyers. Talk about salespeople shooting themselves in the foot! These phrases either degrade what could be a great sale down to a pedestrian transaction or they scare off buyers. And worse, less experienced salespeople think they are supposed to say these phrases in order to entice buyers. Here is a word to my sales colleagues: No matter whether you are selling products, services, and/or ideas, avoid using these phrases! They will make buyers distrust you.

As you read these seven, think of yourself as a buyer not a salesperson. (Did you ever stop to consider that over the course of your life you will most likely buy more products and services than you will sell?) As a buyer, imagine you are in situation in which a salesperson has recently made your acquaintance. Test your gut reaction. Do any of these seven make you want to buy or do they make you want to run?

Here are the seven deadly phrases in sales. Actually, one of these is a pair of words, not a phrase. But all of these leave the same unpleasant after-taste as one bad word.

Trust me. Instructing people to trust a salesperson is pretty much like setting up a too-familiar joke whose punch line is going to be you are an idiot so just give me lots of your money now. The pairing of trust and me signals buyers to put up their defense shields and turn on their BS filters (for Better Sense, of course). Trust is one of the two concepts that the more somebody asks for it, the more elusive it becomes. Trust like love cannot be requested effectively. Although it is plentiful, it has to be earned to be genuine. And besides, it is the buyers prerogative to decide whom to trust, when, and how much. Asking for trust will actually hinder the salesperson from getting it. (P.S.Believe me when I say is in the same league.)

Im your friend. It is tempting for a salesperson to think a buyer is a new friend after the two share fifteen minutes excitedly discussing a mutual experience or passion. This happens, for example, when both share an obsession for golf and both once played the course at Pebble Beach in their youth. However, too many salespeople mistake rapport for friendship. The two are not the same. Friendship requires an emotional investment and real commitment. Friendship takes time, energy, and some sacrifice. Friendliness is a great way to ease any tensions in the sales process but over-friendliness can raise resentment in buyers minds.

Nobody can sell this cheaper than me. Nobody? First off, the world is a big place with a lot of others selling things a lot like what other salespeople have. If the salesperson really has the worlds lowest price on something and can do business both legally and profitably, instead of wasting time one-on-one with prospects, he or she should put up a website and rake in the dough. And second, the problem with bragging about being cheapest (besides triggering buyers skepticism) is that it is a lousy way to make a profit. A more satisfactory approach is to show the value of the product, service, or idea. Value takes into account integrity, experience, service, reliability, trustworthiness, uniqueness, desirability, return, and how the buyer will be better for buying. Promoting value ahead of price is a rock-solid strategy for long-term success.

We are the best! Okay, maybe there are a few situations in which this is credible. And I am not opposed to the power of positive thinking as a confidence builder. But the truth is buyers have learned that ninety-nine percent of the salespeople who say it are lying. A phrase like this turns on their BS filter. Best, like beauty, is in the eye of the buyer not the salesperson.

Always and never. This pair stands on the same quicksand as We are the best. They sound like exaggerations and are frequently perceived as stretching the truth. For example, how truthful do these two statements sound? We always provide quality service. Our delivery drivers are never late. Many people simply dont take always and never at face value. A few years ago I did a series of training programs for engineers from several Miller Brewing locations. I asked each to write the words always and never. Then I asked each to express as a percentage what the words meant. As you would expect, some saw always as a one hundred percent occurrence and never as zero percent. But the unforgettable thing was that twenty-five percent saw them as somewhere in between. To many, always and never were so abused they became synonymous with frequently and occasionally. For example, I never lie was readily perceived as a lie and was reinterpreted to mean I occasionally lie.

What you need is… This is actually a great phrase after high levels of rapport and trust have been developed. But even then this is pretty presumptuous on the part of the salesperson because he is not the one who has to live with the purchase. Just a few days ago a salesperson, with whom there was not much rapport or trust, told me What you need is this computer. That may have been so, but the salesperson did not ask questions — so he knew little about me, my situation, or what I wanted to accomplish. I didnt care what he thought I needed. I listened, learned a few things, walked out the store, and bought one elsewhere. (See number one.)

This is perfect for everyone. This is another statement that is hard to accept as true (Is H&R Block perfect for everyone?). Before adding this one to the list I tried hard to think of one commercial product or service that really is perfect for everyone. The closest I could get was bottled water. But then I thought, If the brand of bottled water you sell is indeed perfect for everyone, why do you have competition? Doesnt the mere existence of stiff competition indicate that for some buyers other brands are more perfect for them? Okay, you dont sell bottled water. But re-read the above substituting your stuff for bottled water.

Some other phrases, such as The check is in the mail, undermine rather than build. No matter how well intentioned, when salespeople use these seven phrases, and related phrases, buyers hear something that is questionable. This can cause buyers to react protectively and be selective about what they choose to believe. That results in fewer closed sales. A smart strategy for salespeople is to steer clear of these seven toxic phrases.

Doug Smart helps select, develop, and retain exceptional sales managers and salespeople who are passionate about thier work. He is the author of Grow Your Sales by Selling Smarter Not Harder. He is a consultant and speaker who has presented 2,000 paid presentations around the world. For a free subscription to Grow Your Sales” eNewsletter click on http://www.GrowYourSales.org.

People do business with people they know and like!

In my networking classes I have been saying this for six years. Can’t say I was the originator of it, yet it appears people are catching on. Finally, people are referring to this statement in casual conversation when they are talking about marketing.

Just this morning the news reported there have been 400,000 complaints registered by people who had received unsolicited calls even though they had registered on the “No Call List. When checking, I couldn’t discover how many people have signed up on the “No Call List,” yet the number is in the millions. It is apparent; people do not want to get sales calls at their home or business.

Signing up on the website the minute it was launched was a priority for me. Yet, in the last two weeks I have received calls from local businesses. I have to say now I am even more frustrated with them. They didn’t follow the guidelines of the new law and they bothered me.

NAME COLD CALLS

While I am at it, does anyone know who came up with the truly “dumb” name cold calls? First of all, I am a person who hates to be cold. Then someone labeled a phone connection as a cold call—How Cold!

Once when being trained as a sales person, I was told I had to make 100 Cold Calls a day and, of course, track them. At the time, I thought it was an ineffective way to connect with people. Yet, being the new salesperson and wanting to please, I spent my day penned up in a small office “trying” to connect with people so they would buy sales training. Notice I used the word “trying.” Either I was a total loser, or the system truly was inefficient. I remember only one significant customer I got through that process and I had spent hours and hours on the phone. Of course, if you want to learn how to handle being told “No” and how to handle it with real grace that is the perfect way to do it. Many organizations continue to start their sales people out on the phones and give them the same assignment – 100 calls a day. My belief is they are missing really connecting with people.

SELLING THE MINUTE YOU MEET SOMEONE

This is easy to illustrate through something that happened to me. I went to a networking event at 7:00 a.m. in the morning. A woman came up to me, shook my hand and introduced herself and said “What do you take for your health?” That’s right, it was 7:00 a.m., I hadn’t had my coffee yet and a total stranger is asking me “What do you take for your health?” I was so shocked I didn’t even have reply. This happened three years ago and I remember it as clearly as it happened this morning.

There is no way I am going to start talking about my personal diet etc. with someone I had just met two seconds ago. Yet, for some reason people feel they have to go out and sell their product. People buy things from people they know and like!

EFFECT WAY TO DEVELOP CLIENTS-ONE ON ONE MEETINGS

While it may appear to be the slow way, it is the most effective. Remember the Hare and the Tortoise—Who came out the winner?

I am interested in learning new things and understand that people are interesting and have much to teach me if I take the time to listen. I am urging those of you in business to take a new approach to your marketing efforts. Yes, I know the days are frantic with work and issues to solve. Yet, taking a time out to have coffee with a person you met at event can reap huge rewards.

1. It’s Relaxing. Stopping to have a cup of coffee with someone at the local coffee shop changes the pace in your day. Trust me, you’ll come back to the office with a new outlook.

2. You Learn. Didn’t quite understand what Louise does at the XYZ Company? Bet you will when you are through with the meeting. Plus, you will know more about Louise and Louise will understand more clearly what you do.

3. You have a New Contact. Maybe you can’t use Louise’s services, yet you will be amazed how quickly someone crosses your path that could use her services. You refer her to your friend: your friend wins, Louise wins and you do because you are known for sharing great information.

4. Louise liked you – She sends you a Referral. It may not be immediate, maybe even a year, yet it will happen when you least expect it.

PEOPLE DO BUSINESS WITH PEOPLE THEY LIKE AND KNOW!

Personal connections are even more important as we continue to rely more and more on technology. Pick up that contact card on your desk that was given to you by a person you met at a recent event and give them a call. Listen how pleased the person is at the other side of the phone. You will be delighted with what you hear and subsequently learn.

The “Do Not Call List” website is www.DONOTCALL.GOV

KATHY CONDON, GCDF, is a Vancouver, Washington based Career Facilitator, International Speaker, Columnist and Trainer. She is an expert in Connecting with People/Networking, Generations Working Together and Gender Issues in the Workplace. She has published a CD on “Connect with People/Networking.” Her book “It Doesn’t Hurt to Ask: It’s all about Communication” recently received the “Best Book Award Finalist USA Book News.” She can be reached at (360)695-4313, http://www.kathycondon.info or kathycondon.info

With all of the calendars and PDA’s and lists I make I recently did a really dumb thing. I forgot my best friend’s birthday and her anniversary. Both special days are back to back and I forgot both of them. After being friends for twenty years I feel old and stupid!

It could have been that I was packing my last child to go off to college and the constant comments like,” You’re going to be empty nesters”, like I was a big, fat robin, were starting to wear very thin. Even having my youngest leave home was not enough of an excuse to miss two important days in my best friend’s life.

So what did I do the minute I realized my mistake? I went shopping!

I drove to my local card shop in the strip center by my home because I knew that not only could I use my special coupon that I had, but that I probably could find something unique there. Just as I thought, as soon as I walked in I saw a display of “retro” Barbie items.

Not a big deal to you, but a big deal to me and I know, my best friend. You see, we grew up in that era and for a short time, I was time warped back to the sixties! I bought an armful of things! A special Christmas ornament, a photo album, a special gift bag, a card and a picture frame! I would have bought more but I was starting to feel a little less guilty at this point! I could just imagine her face when she opens the package. She and I both love “girly” things and this was the epitome of “girly”! I was so excited about these things that I decided right there in the store I needed to mail the package overnight so I could hear how much she loved each item!

As I carried all of my special “finds” throughout the store, I picked up an anniversary card and made my way to the counter. I was the only customer in the store at the time and I noticed that there was only one employee behind the counter doing what looked to be “busy work”.

As she looked up she said, “Oh, don’t you love this Barbie stuff?” Well, it was rather obvious. That was the end of the discussion. The conversation converted to what I call “parrot” talk. Do you have a “———mark card?” Will that be cash or charge? Do you want the receipt with you or in the bag? Have a nice evening.

It was a simple $50 sale that had so much more potential. The average sale in a card store is between $8 and $14 so maybe that sale wasn’t so average. Maybe she thought I had purchased everything I wanted. So what would make me return to that store? Why would I tell my best friend about the selection? Where else could I buy the same merchandise? When will companies learn the simple technique to bring customers back?

And how can they improve those simple communication skills.

I call this the Win-Win “W” words!

Simple words that create open-ended questions that the customer can’t say “no” to but that also help to build a conversation! Employees should try to build a conversation with a customer in which each of the sentences they use begin with a “w” word; who, what, where, when, why and a non-”w” word, how.

The questions can be developed into either a service approach or a merchandise approach. Here are examples:

The Service approach:

What brings you in today?

Who is celebrating an anniversary?

When is the big occasion?

Where will the wedding be?

How are you planning to wrap this?

The Merchandise approach:

What type of frame will match their decorating style?

Who likes these fabulous scented candles?

When will you need these invitations for?

Where will you be sending this Precious Moments keepsake figurine?

How about buying a second charm to give as a stocking stuffer?

It is all about building a conversation by asking open-ended questions that will help you to learn more about your customer’s wants and needs. Little children are great at this technique. They will ask you “w” questions until they are blue in the face because they want to know the answers to their questions. So should you!

I was just reading an article entitled, “Clone Your Top Performers”, by Louise Anderson in a new publication called Incentive magazine. She states in the article that they worked with a bank that needed to increase sales at each branch. They taught the tellers to ask each customer an open-ended question about graduations, home renovation projects or other seasonal events. The teller would then relate a story from his or her own experience to build rapport. Based on this conversation, the teller might be able to refer the customer to the appropriate personal banker with a specific need.

Interestingly enough, when they “rewarded their people for adopting this pattern the bank averaged 26 closed sales per team member, versus15 previously- a 58% improvement!”

Amazing that the increases came simply from developing a relationship with the customer by asking simple questions that you would ask a friend or family member!

How could the sales associate at my card shop improve her sales per transaction with me? Did I mention there was a huge display board as I came in the store that stated, “If you buy $30 worth of Barbie merchandise you can get a special piece for 50% off the regular price?” Could she have reminded me of that??? I told her that I still had my original Barbie. Could she have said, “Why don’t you pick something special for yourself, like the beautiful silver bracelet?” What special occasion do you have coming up that you could treat yourself to? My, how fast these ornaments have sold; you might want to get one for your Christmas tree this year! And she should have noticed that I bought a gift bag but no tissue. How easy would it have been for her to say, “I see you didn’t get tissue for the bag? Did you see that great Barbie tissue with the shoes on it?” How about I grab you a pack to just add that last special touch to this gift for your best friend?”

I would have started feeling better about being “forgetful” right away!

This type of selling is built on the fast food sales strategy. “Would you like fries with that?” Sometimes I don’t want fries. I don’t want anything extra. But this time, I was in a “buying mood” and even a simple compliment like “What a lucky best friend you have”, could have warmed up the conversation. Better yet, I would have thought, “What would I like to take home for me?”

You see boomerang customers come back to us because they know we know the right questions to ask!

Now where did I leave my day timer?

Anne M. Obarski is “The Customer Service Spy!” As a professional speaker and trainer, Anne will work with your company to provide you with the clues to keep your customers coming back. Anne presents keynotes, break-out sessions and customized training, nationwide, in the area of customer service. You’ll want her two new books, “Surprising Secrets of Mystery Shoppers” and “Real World Customer Service Strategies That Work”.

For a limited time get her free, “10 Big Secrets to Giving Mystery Shopper Feedback and Get the Changes You Want”, by faxing 724-941-4304 on your letterhead and write the words, BIG SECRETS. For more info go to: http://www.merchandiseconcepts.com or email Anne at anne@merchandiseconcepts.com For high resolution photo of Anne, please visit http://www.merchandiseconcepts.com/annephoto.html

Anyone who is a job eeker knows that looking for a new job or career is a job in itself. Once you have completed the laborious task of writing your resume and submitting it to various companies, you now have to pass the screen test to get the job. Interviews are the gateway to landing your ideal job. These five tips will help you get own your way to making that job yours.

Tip#1

Be Confident

Your first impression is your only impression.

Nothing is worse than a limp handshake, slumped shoulders, poor eye contact or poor communication skills. A potential employer can tell immediately if you are the man or woman for this job by your body language. Although aggressiveness is a turn-off, being passive gives the indication that you are not sure of yourself or your qualifications. Keep eye contact when answering questions or when the interviewer is speaking directly to you. Smile occasionally to show your interest and enthusiasm. Keeping a steady gaze on the interviewer can be disturbing to an interviewer. Look away occasionally. Lean forward to show that you are interested in what the interviewer is saying. Speak in a concise and clear voice. If you have problems annunciating certain words, dont try to use them on an interview. If this is difficult for you, practice with a mirror and pay attention to your facial expressions.

Other interview killers:

-Slouching in a chair

-Crossing your arms

-Playing with your hair or jewelry

-Leaning back in chair

Tip# 2

Act As If

You are what you believe.

Act as if you had the job. What would you do if you had this position? How would you act? How would a person in this position act and speak? What are your responsibilities in this position? What is a typical day like for you in this job? Change your attitude towards yourself and your strengths. If you start thinking that you wont get the job, you will do small unnoticeable things to sabotage your chances. Great free resources: www.confidenceworld.com.

Tip#3

Know The Company

Know your business.

I once sat on a couple of interviews where the interviewees did not do any research on the company. This sends a message that you are looking for any job, not this specific job. Once youre interview is scheduled, get on the net and start finding out everything you can about the company. A good place to start is www.hoovers.com., which gives you industry information, top competitors, names of CEO, etc. If youd like to know what current or former employees have to say about the company, try www.wwetfeet.com. Beware of disgruntled postings. Call the company headquarters and ask for the marketing department to get specific information. Weave your research into the interview by stating. I read an article in the Wall Street Journal, which mentioned that your company is thinking about XYZ. This lets the interviewer know that you have taken the time to know more about the company. You can ask questions about something you read, but dont challenge them or youll come across as a know-it-all.

Tip# 4

Be Prepared

Know what to say.

Most interviewers ask the same standard questions about your strengths, weaknesses, former employers, work history. If you are being interviewed by several people, this might be a good cop, bad cop situation. Pay attention to who is playing bad cop, they are looking for signs of weakness and dishonesty. To be well prepared, before the interview, write out all your accomplishments, both personal and professional. List your strengths and weaknesses. Be honest, its easier to remember the truth than it is a lie. Extra Tip: Write out situations in which you have demonstrated: leadership skills, determination, stress management, creativity, and flexibility. Be prepared to answer the question: Why do you want this job? If youre not sure, reevaluate your decision. If you arrive a few minutes early, review what you wrote in the waiting room before the interview. Great list of interview questions: Tested Interview Questions.

Tip#5

Ask For The Job

You get what you ask for.

The most important step in the interviewing process is one most people miss. ASK FOR THE JOB! Most interviewers are waiting for that closure. If you have done everything exceptionally well during the interviewing process, but have not asked for the job, youve just wasted an interview. Asking for the job shows the potential employer that you are assertive, confident and right for the job. It might feel uncomfortable, but this is your only chance to ask for something you really want. Make sure your voice is firm and you make eye contact. Think of it as your closing argument, youve got to win over the jury. You should also ask the interviewer if he or she thinks you are right for the job. Even if they tell you something unpleasant, think of it as a lesson learned. However, do yourself a favor and ask for the job. You deserve it!

Marie Magdala Roker is helping parents and their children to live extraordinary lives. Smart Bee Coaching LLC helps you get from where you are in life to where you want to be. http://www.smartbeecoaching.com

When sales are down, a salesperson must begin to take stock of why that is happening. Most sales people start by blaming the companys policies. If youd only offer better specials, or blame the economy, If only customers had the money, or they blame their boss, If only I got a better schedule, or they will blame whatever happens to come to mind that day. Never, do they take stock of their own selling

techniques.

There are four basic reasons why salespeople dont make

a sale.

The customer doesnt want/need your product or service.

Therefore they lack the motivation to make the purchase.

Many sales people ignore the fact they dont want/need the

product and continue to attempt to make the sale.

In this case, the sales person doesnt adequately qualify the

buyer. Not everyone you come into contact with will have a

need for what you are selling. But sales people are

conditioned to try to make a sale no matter what.

Asking good questions and listening carefully to the

answers will solve this problem quickly. That will free up the

sales person to move on to greener pastures.

The customer cant buy. They dont have the money.

This problem is similar to the previous reason why sales

arent made. The salesperson has not asked the

appropriate questions to qualify the buyer.

The buyer has the need, but they dont have the money. You

cant force someone to come up with money. If it is beyond

their budget, face it and try to work within their budget by

finding an alternative product or be honest with them about

what it will take to make the purchase. They will appreciate

your honesty.

The customer cant buy. They are not the decision maker.

If you are dealing with someone who is not a decision

maker, it is because the sales person has not taken the

time to qualify the individuals role in the purchase. You

need to get in front of the decision maker. In my experience,

no one can make the sale for you.

If you make the presentation to the un-qualified person in

the hopes that they will take the information to the decision

maker, more times than not, they will not be able to close

the sale for you.

The customer doesnt understand the offering.

You havent made your offer clear. Or you havent educated

them about your product. Perhaps youve been selling

features instead of benefits to them and that makes them

unclear as to how they could use your product.

Or it is a technical product and they are a non-technical

individual. You have been speaking in tech-talk and they

dont want to appear ignorant, so rather than asking for

clarification, they decide not to buy. After all, they dont know

how it will benefit them.

As you can see, in each of the instances, it wasnt outside

forces that inhibited the sale, it was the sales person.

To become a SuperStar Salesperson, you need to learn to

evaluate your role in each and every sale. For the most part,

you will find that your efforts can and should be improved.

The effort is well worth it.

Margo Chevers, author of the book STOP the BS (bad service), has been providing sales and customer service seminars and consulting to a diverse cross-section of industries for the past 15 years. For information about Margo Chevers speaking or training schedule call (800) 858-0797 or Margo@MargoChevers.com

Selling is as much an art as it is a skill. The basics of the

selling process can be learned by anyone, but the practice

of selling is something that the super star sales people

have brought to an art level.

What gets them to that level?

1. Superstars develop their own style. They know who they

are and are comfortable with it. They watch the masters, but

dont copy the masters. They know whether their humor

delights people or turns them off. They know how

aggressive they can be and when to back off. They are great

readers of people and peoples reactions.

In the business of speaking I think of Tom Peters who is

one of the biggest management gurus of our time. He

commands tremendous fees for speaking and is booked

constantly. But when I watch him I am fascinated by the

rules he breaks when speaking. He paces like a lion, he

shouts to the point of straining his voice, he uses notes all

things that we are taught not to do. But it works for

him. In contrast you have Maya Angelou who stands in one

place and delivers in melodious tones and hold her

audience riveted just as Tom Peters does. Different styles

both work.

In the field of acting you have Jim Carey who practically turns

himself inside out to get his point across and you have Sir

Anthony Hopkins who can get his point across with the

raising of his eyebrow. Different styles both work.

I have seen waitresses interact with customers. Some are

brash and funny, others are sweet and accommodating.

Both types make good tips because theyve developed their

own style.

I have bought from sales people who have been persistent

and I have bought from another who let me go at my own

pace. Ive been comfortable with both because they didnt try

to be someone they arent.

2. Superstars know their strengths.

Superstars are constantly evaluating themselves. They work

at developing their strengths. They know what works for

them and will repeat it over and over. They get better with

each sales call.

Although they capitalize on their strengths, they dont ignore

their weaknesses. They monitor their weaknesses and

work on improving in those areas but not in front of their

clients. They find opportunities to practice on their friends,

family and strangers. When they feel they have improved,

they will then start incorporating those new behaviors into

their sales presentation.

Because what had been a weakness is now under their

control, they begin to use them as their strength. Thus, they

constantly work to use their strengths to their and their

customers benefit.

3. Superstars have confidence in their ability. Just like great

athletes, they have practices their craft over and over again.

They know what works for them. They are confident in their

ability. When it comes time for them to close the prospect,

they are able to deliver with a confidence that the prospect

believes in.

4. Superstars dont leave it to chance. They are practiced,

well prepared people. They use winning phrases, they

remember past successes. They write down and memorize

anything that has worked in the past.

5. Superstars use a proven formula that is just right for them. All the techniques that are taught

by sales trainers work. It is finding one that works for you

and using it. Jumping from one to another does not give you

the opportunity to hone your skills. Find one that works for

you and use it all the time.

The basics of selling are Prospecting, rapport building,

question asking, presenting, question answering, closing

and follow up. There are variations on these basics, but it all

comes down to these 6 skills.

6. Superstars dont use gimmicks. Gimmicks work one

time, but the prospect is apt to feel manipulated. If your

customer feels manipulated they

wont give you referrals, they wont want to buy from you

again and you can be sure theyll tell all their friends not to

buy from you.

Margo Chevers, author of the book STOP the BS (bad service), has been providing sales and customer service seminars and consulting to a diverse cross-section of industries for the past 15 years. For information about Margo Chevers speaking or training schedule call (800) 858-0797 or Margo@MargoChevers.com

The other day a reporter call to interview me on the Death of Customer Service. My first reaction was to deny that charge and claim that customer service is very much alive and well. But upon further thought of the service Ive received over the past few months and what others have related to me about their experiences, I had to admit that the quality and level of service has decreased. Upon further thought I realized that it has been on a decline for quite a while.

I finally admitted to the reporter that yes, I have to agree that customer service is not doing as well as Id like to think it is. Of course his next question was, Why is that?

I believe there are 4 basic reasons for the demise of customer service.

1. The booming economy of the 90s created an atmosphere where management took the stance that if one customer didnt like what they were doing, there were plenty lined up behind him/her that had their credit card ready to be processed. Why go the extra mile for someone who was so easily replaceable? This attitude is still pervasive which adds up to poor customer service.
2. Poor hiring practices are what I believe to be another reason why customer service is so poor. Unemployment has been so low that finding new employees has been a major challenge for companies. They hired marginal people, people with poor attitudes, people with poor work ethics, and people who dont care. Put these employees in a position where they interact with customers and you have a formula for poor customer service.
3. Lack of training of these marginal employees is another problem. Managers have the philosophy that since the employee wont last that long in the position, why put the time, money and effort into training them. Of course the lack of training leads to low morale, confusion on the part of the employee and costly mistakes. The employee doesnt last in the position because they dont feel supported by management, then management feels justified for the lack of training they give. This all adds up to poor customer service.
4. Profit driven decisions of management as the criteria for solving all problems is another reason for the death of customer service. Rather than do the right thing, decisions are weighted by what it will cost the company. Scheduling is planned by what it costs in dollars rather than what it costs in poor service. Customer complaints are judged by the impact on the bottom line rather than on the impact on customer satisfaction. This short-term thinking gives out the clear message to employees that the companys needs are more important than the customers. This justifies the attitude of employees of not caring about the customer which again adds up to the delivery of poor customer service.

Margo Chevers, author of the book STOP the BS (bad service), has been providing sales and customer service seminars and consulting to a diverse cross-section of industries for the past 15 years. For information about Margo Chevers speaking or training schedule call (800) 858-0797 or Margo@MargoChevers.com

1. Hire people who have a service attitude. Some people

simply enjoy serving others, their organizations, and even

their communities. The spirit of service dominates their

personality. This attitude of service has nothing to do with

money or background, and people who have this attitude

are not necessarily the most outgoing or bubbly. This type of

person will move your business forward. These people

make the best salespeople as well.

2. Make the customer’s time with you an experience. You

have but a few short moments with customers. You don’t

have time to complain about your day or anything else. Ask

yourself, “How can I make their experience better?” Can I

refer to them by name and how can I ask without being too

aggressive? How can I control the environment in this

company? How am I affecting their 5 senses? Exceed their

expectations just a little with their senses and with your

attitude to serve and please, and you will have created a

memorable and compelling experience. Of course, all you

really have to do is visit your competition, see what they are

doing and then top them. But would that be cheating? No,

that’s comparative shopping.

3. Regularly inform all your employees about what’s going

on in your company. Employees need to know what’s

happening.

What new products are you offering? When will they be

available? What kind of advertising will take place in the next

month? Will any physical changes be happening in your

offices? Will new branches be add? The more they know,

the better they can serve your customers.

4. Make every decision with the customer in mind. Ask

yourself questions such as, “Do our customers like what

we’re doing?” and “Would our customers like this type of

promotion?” Change the way you look at things from having

it centered around you to focused on whether the customer

would approve.

5. Make the customers an agenda item at every staff

meeting. Present their point of view and ask these

questions: What would the customer think of this? Would

this move be fair to them? How can we serve our customers

better or differently?

6. Empower your employees to do the right thing. And don’t

hold it against them if the situation doesn’t turn out perfectly.

That means giving employees the power to do whatever has

to be done to make a customer’s experience a WOW

experience. They will make mistakes, but each time they will

learn with your help.

7. Continually ask yourself how you can improve and add

value. If you don’t keep asking and pushing yourself, you’ll

start to slip behind the competition. Customers have more

than one choice and your competition is aggressively

marketing to them. They know what is being offered by

others. Be ahead of the curve by asking what you can do to

add value to your customers experience with you.

8. Create an atmosphere of excellence. Let it be known that

everything you and your employees do has to be the best,

and you won’t accept less. Remember that winning

organizations are always raising the bar. If you arent

pushing to do better than yesterday, you will be left in the

dust of your competition.

9. Continually do the unexpected. Have the reputation for

doing the unexpected, and customers will always expect

something different and exciting from your company. This

doesnt mean that you have to have dancing clowns in your

lobby, but having the same lollipops that everyone else

gives out is not at all unexpected. Do something different.

These are the things that customers talk about.

10. Never let an untrained employee have customer contact.

Your employees represent you, your company, and your brand. Working with

customers is the most important thing they will do. Give

them the tools necessary by giving them adequate training

to handle customers.

Margo Chevers, author of the book STOP the BS (bad service), has been providing sales and customer service seminars and consulting to a diverse cross-section of industries for the past 15 years. To receive her free 10 top tips for exceptional customer service, call (800) 858-0797 or email margo@margochevers.com.

THE GREAT BRITISH TRADITION OF STREET MARKETS IS UPHELD AT STREETTRADERSUNITED.COM

Hammer Force Ltd, a Croydon-based online service provider offers people who enjoy an alternative to impersonal shopping malls a chance to access a site which lists more than 708 UK markets, arranged by region in an easy-to-use format.

StreetTradersUnited provides readily accessible information that caters for UK shoppers, community groups, and tourists who wish to visit historic markets near where they are staying. Unlike many directories and portals, StreetTradersUnited favours text-based links and minimal use of images, ensuring users with lower spec PCs and internet connections are not locked out.

Street traders can list their market or stall on the directory, to gain greater public exposure. They can choose between two options: a Standard Listing (4.99/year), which includes market name, town, region, whether it is indoors or outdoors, days of operation, market operator, and contact details; and a Gold Listing (29.99/year), which includes all the standard information, plus a market photograph, full market description, detailed opening times, how to get there, a link to the council or sponsors website, and a map of the market location.

Anthony Shotton, director of Hammer Force, comments: My grandfather and father owned and operated a market stall and, having come from this background, I have tremendous admiration for street trading people. Street markets are frequently taken for granted and overlooked in todays culture of plastic fantastic shopping malls. However, markets remain a vital hub for many communities, and I hope StreetTradersUnited.com helps uphold this great British tradition.