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Customer Service Defined

Nov 30, 2020 by Leave a Comment
Motivational Tip #517
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Updates from Marvin Montgomery
Sales Tip #517 From The Sales Doctor
Customer Service Defined
 
Customer service is produced at the instant of contact; it cannot be created in advance or held in reserve for readiness at a later date.

Customer service cannot be centrally produced, inspected, stockpiled or warehoused. It is usually delivered wherever the customer is, by people who are beyond the immediate influence of management.

The person receiving the service has nothing tangible; the value of the service depends on his/hers personal experience.

The receiver’s expectations of the service are integral to the satisfaction with the outcome.

The more people the customer must encounter to receive service, the less likely it is that they will be satisfied!
Filed Under: Tips & Advice

A Persistent Drop of Water Will Wear Away Even The Hardest Stone

Nov 16, 2020 by Leave a Comment
Updates from Marvin Montgomery
Sales Tip #516 From The Sales Doctor
A Persistent Drop of Water Will Wear Away Even The Hardest Stone

When I saw this quote I immediately thought of “Pleasantly Persistent Not Pushy.”

All of us will encounter that customer that is postponing their decision and if we are not pleasantly persistent in our approach they will fall through the cracks.

Become that drop of water that will persistently not give up until you get a yes or not now!
Filed Under: Tips & Advice

Matching Verbal and Visual Communication

Nov 2, 2020 by Leave a Comment
Updates from Marvin Montgomery
Sales Tip #514 From The Sales Doctor
Verbal & Visual Better Match

At a recent training session, we discussed the importance of making sure that what you are saying verbally matches with what you are saying visually, especially when it comes to price.

When the customer questions whether or not the price is fair and firm, they are not just listening to your answer. They are also watching if you drop your eye contact and lower your head as you respond.

Sixty percent or more of your message is sent non-verbally, so it’s not just what you say, it’s what you are doing while you are saying it.
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Slow Down!

Oct 26, 2020 by Leave a Comment
Motivational Tip #513
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Updates from Marvin Montgomery
Sales Tip #513 From The Sales Doctor
Slow Down!

We currently live in a time rife with multitasking. The standard strategy is accepting more than we can handle, leaving us juggling two, three, or four things at once. By doing multiple things at once, we don’t realize that we are diverting 30 percent of our attention from the primary task, which means you can sacrifice quality for quantity. You may end up accomplishing more tasks, but with poorer results and frazzled nerves.

So SLOW DOWN and establish a pace that’s sane and sustainable.
Filed Under: Tips & Advice

Your Thoughts Will Determine Your Feelings

Oct 20, 2020 by Leave a Comment
Motivational Tip #512

Updates from Marvin Montgomery
Sales Tip #512 From The Sales Doctor
Your Thoughts Will Determine Your Feelings

When your customer says, “Your price is too high,” “Let me think about it,” or “I’m going to get other quotes,” where does your thought process immediately go?

What you are thinking at that moment will determine what you do next.

If it’s “Oh no! I’m going to lose this sale!” your feelings will be desperation and panic, which means you will begin talking yourself out of the sale.

However, if you are in control of your thoughts, that also means you are in control of your feelings / emotions. You will respond with silence, a question, or paraphrasing in order to get clarity so you can provide a customized response that will address their true concern.

Controlling your thoughts will control your feelings!
Filed Under: Tips & Advice

How To Overcome Discouragement

Oct 12, 2020 by Leave a Comment
Updates from Marvin Montgomery
Sales Tip #511 From The Sales Doctor
How To Overcome Discouragement
What problem or problems are you experiencing right now? Don’t throw in the towel. Below are three ways to overcome discouragement.

1. First, find a better way. When you get discouraged, don’t give up on your goals. Instead, devise a new approach.

2. Don’t just dwell on the problem, think about the solution. Keep in mind that it’s your thoughts that determine your feelings, and by filling your mind with the solution it puts you in a positive state of mind.

3. Fight a gloomy outlook. Attitude is a little thing, but it makes a big difference in the outcome. Depression, gloom, pessimism, despair and discouragement stop more people than all the world’s combined illnesses.
Filed Under: Tips & Advice

Hudson Valley: How to Size a Chandelier

Oct 6, 2020 by Leave a Comment
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Filed Under: Tips & Advice, Vendors

First, Show Them That You Care

Oct 5, 2020 by Leave a Comment
Updates from Marvin Montgomery
Sales Tip #510 From The Sales Doctor
First, Show Them That You Care

There is an old saying that goes:

“People could care less about what you know until they know how much you care.”

So how do you show people that you care? It’s very simple. You ask questions and then actively listen to their response. When you take that approach, you become a solution provider instead of coming across as someone that’s just trying to sell a product or service.

Remember to seek understanding first before being understood.

That’s how you show them that you care!
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Saying The Right Thing

Sep 28, 2020 by Leave a Comment
Updates from Marvin Montgomery
Sales Tip #509 From The Sales Doctor
Saying The Right Thing
William Penn, founder of the British colony of Pennsylvania in 1677, formulated six principles for conversation that are still relevant today.Avoid company where it is not profitable or necessary, and on those occasions, speak little, and last.
Silence is wisdom.
Some are so foolish as to interrupt and anticipate those that speak, instead of hearing and thinking before they answer.
If you think twice before you speak once, you will speak twice the better.
Better to say nothing, than not to the purpose.
In all debates let truth be your aim. Not victory or unjust interest.Definitely applicable today!
Filed Under: Tips & Advice

I’m Too Poor To Do Things Cheap!

Sep 21, 2020 by Leave a Comment
Updates from Marvin Montgomery
Sales Tip #508 From The Sales Doctor
I’m Too Poor To Do Things Cheap!
This statement was said to a salesperson after the price was quoted for an expensive product. “I’m too poor to do things cheap so I will get this one.” Two things had to happen early on in the conversation. The Salesperson sold value and not price from beginning to end which meant the customer realized that an investment was being made in a quality product that was going to last.

Only the wealthy can afford to buy the same thing twice because they went cheap the first time around.

Don’t allow your customer to fall into that trap. Impress on them the importance of doing it right the first time. It’s an investment not a cost! You can also pass along this quote from one customer to another.

Let’s All Sell Value and Not Price!
Filed Under: Tips & Advice
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