Motivational Posters :: Inspirational Pictures - Increase Team Work Motivation
... when team motivation matters
Call: +61 3 9802-5288
Fax: +61 3 9803-8296
email: posters@motivational-posters.com.au |
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Call: +61 3 9802-5288
fax: +61 3 9803-8296
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Legendary Customer Service
 An Introduction
Just a Minute offer a series of training sessions. The popular intrductory session of Legendary Customer Service is used to uncover the needs for any size organisation, from large Corporations to Small Business, using a scorecard system.
Photos: Retail Traders workshop Bulleen Plaza, Bulleen, Victoria
Scorecard (an example)
To improve customer service we use a scorecard on your organisations cutomer service performance. We ask you to indicate two things, your opinion on how important the issue is for you, and how your organisation is performing.
Issues covered in the Introductory Legendary Customer Service session includes:
Customer Service in Action
Great Product
Staff Pride
Product available
Welcome environment
Prices displayed
Kids considered - Retail
Everybody serves
Being there for the customer
Systems to Grow Customer Service
Hire for attitude
Staff training-Train for skills
Staff motivation
Local knowledge training
Customer feedback
A Culture of Customer Service
Attitude and Action
Have a go
Just a Minute sales training
Just a Minute sales training uses a variety of techniques to get the required result.
The following samples give you an overview of some effective and easy to use techniques.
 Master the art - grab THE AWARD
Understand and the importance of sales to your company and win THE AWARD for the $1,000,000 club recognition. The award has the company and recipients names engraved on a brass plaque.
Bragging rights last for years!
 SPIN - A Selling Technique
The SPIN selling technique is used by many progressive organisations.
‘S’ stands for Situation
’P’ stands for Problems
‘I’ stands for Implication
‘N’ for Need
The SPIN ‘questioning’ technique is used to work potential clients or customers through a logical sales process in order to convert the sale. The most important aspect is getting a client or customer to ‘admit’ the pain or admit there is a problem and its size.
Workshops are interactive and fun
1. Situation Questions
This is where you probe for the background to the buyers needs. Don’t ask too many Situation questions at the face-to-face meeting, research can establish background prior to your meeting. Some examples of Situation questions are:
Are you satisfied with your current supplier?
Are you worried about retaining your staff?
Are you experiencing strong competition?
2. Problem Questions
A problem question establishes the buyer’s problems and difficulties. They help establish the needs. Natural sales people ask a lot of Problem questions. They help you establish an understanding of the buyer’s current problems. They provide a link to your product or service. Some examples of Problem questions are:
How many people do you have leave each year?
Are you having any problems generating sales?
Are you experiencing any problems with profitability?
3. Implication Questions
These reinforce the importance of the buyer’s problems to generate sufficient energy to promote action. They provide emphasis and clarity. They stress the consequence of the problem and are particularly relevant when dealing with decision makers. Some examples of Implication questions are:
Has the skills shortage resulted in more errors?
Could the transfer of coordination to Contractors result in a loss of customer contact?
Has the current work pressure caused a loss of staff?
4. Need Questions
The need questions link the value or benefits of the solution to the buyer. They anticipate objections as they demonstrate the value of your product/service solution. The Need questions naturally lead to commitment and action. Some examples of Need questions are:
How valuable would it be to reduce the level of waste in your organisation?
How much profit would you make if we could reduce your inventory by half?
How valuable would it be to enable your team to be trained online at home?
Your Life Balance
Some people lose sight of some of the key elements in their lives.
They often put too much effort into one or two aspects to the detriment of others.
The Life Balance Model demonstrates the need to achieve balance in your life.
Motivate the team
Don't overlook the impact of recognition and reward. Our packages also include the option of cost effective rewards for team achievements.
It's not the cost but the thought and recognition that counts.
Please call +61 3 9802-5288; email or fax: +61 3 9803-8296
to build your success campaign.
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