TIPS ‘‘


Hope lies in dreams, in


imagination, and in the courage of those who dare to make dreams into reality.


JONAS SALK


VIDEO: SALESLOFT CEO KYLE PORTER’S VISION OF THE FUTURE OF SELLING


SELLING TIP Customer


Appreciation – Answers to Three Important Questions


1. As a customer, what do you want?


Answer: “I want to be treated as if I’m the most important person in the world.” 2. As a customer, what do you feel stops you from getting what you want?


Answer: “I sometimes feel as if no one is listening to my request and I have to keep repeating myself.” 3. In your experience, what do customer-service people do best? Answer: “Listen and treat the customer as if he or she is the only person in the world.” How can you accomplish this? It may be simpler than you think. Research done in restau- rants, for example, shows that customer appreciation is all in the gesture. A single mint given with the bill increases tips by about 3 percent. Giving two mints increases tips by 14 per- cent. But what happens when the server adds a few mints and says, “You guys are great cus- tomers”? Tips go up 23 percent. – SELLING POWER EDITORS


SELLING TIP Survey Report


From Sandler Systems, Inc. comes a new field study – “The Client Expe- rience” – which can help sales managers better understand what their customers want and need and what they go through on the other side of the sale.


Below is the introduction to this valuable report. Read or download the entire report here.


As it becomes costlier to acquire new clients who can freely and easily take their business elsewhere, our focus naturally shifts toward proactively retaining the clients we have by ensuring their needs are met and their re- quirements are fulfilled. After all, satisfied clients who can provide trusted recommendations are a healthy resource to combat client turnover. This is why client experience management is increasingly important for growth. Although client success exists alongside client support, it is different in several key ways: It is pro-active rather than reactive; it aims to drive value from the product or service rather than from the resolution of issues; and it is focused on the long term rather than the short term. While there are varying definitions of client success, the key principles generally remain the same. Therefore, these are the five critical areas we selected for our latest research: • The Client Journey


• Identifying “Critical Moments” • Benchmarking for Client Satisfaction • Engaging the Team • Sustaining Symbiotic Value This report follows the summary of our findings, providing an opportu- nity to share the observations, thoughts, and recommendations, which we believe will afford you the unique opportunity to benchmark your organi- zation’s current performance levels versus the best of the best.


SELLING POWER MARCH 2020 | 5 © 2020 SELLING POWER. CALL 1-800-752-7355 FOR REPRINT PERMISSION.


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