World Domination Wednesday Who are your customers?

"Everyone is not your customer."-Seth Godin

World Domination Wednesday Who are your customers?

Your Customers are those who want your solution to their problems or they want your solution to fullfill their desire!

World Domination Wednesday

FROM Internetlivestats.com

3.6 BILLION Internet USERS online TODAY!

Who is your Customer? You know who are your ideal customersYou know what they want that you can give themYou know where to find your ideal customersYou know when and how they like to buy What is the Ideal Customer Experience? You know how to provide some of the features of an ideal customer experience (for those who missed those episodes you can catch up on http://jgtips.com/youtube

You are ready to

Convert Prospects into Customers!

They may be all your customers!

According to Personality Development Factors Model

Each person has these four Personal Style factors in them Behavioral Action Interpersonal Harmony Cognitive Analysis Affective Expressive But at different levels of each with all our life experiences also affecting us to make up our Personality.

However, there are traits to the four Personal Styles which can be detected with knowledge and experience such that you can adapt to another person’s Personal Style for a better relationship.

© 2012 Ken Keis – CRG Consulting Resource Group International Inc. www.crgleader.com Version 3.2

Working with Customers

• There are four different Buying Styles of which each of us have one more dominant in our personality than someone else.

• Detecting a person’s Buying Style, you can be more successful as a Salesperson with training.

© 2012 Ken Keis – CRG Consulting Resource Group International Inc. www.crgleader.com Version 3.2

You and Your Sales Styleat http://jgtips.com/pstyle

• Customer-Focused Selling• Establish Readiness and Willingness

Levels• Understand Credibility• Identify your Preferred Selling Styles• Determine Customer Buying Styles• Create Action Plans

What Does Good Customer Service Really

Mean?

The Mindset of a Customer Service

Rockstar

Streamline Your Customer Service With

an FAQ

THE IMPORTANCE OF CUSTOMER ONBOARDING IN YOUR SALES CYCLE

Overview of the Onboarding Process

The Customer Post-Purchase Experience – The Big Picture

• Begin by creating a big picture list–What will they do with the product/service?–The long & short term results from using the product/service

Overview of the Onboarding Process

• Flesh out the details of your customer’s post-purchase experience by considering:– Deliverables– Installation– Use– Features– Changes in use– Maintenance– Problems– Benefits

Post-Purchase Experience – The Details

• Consider the following for each idea for specific tasks:–How – Platform for client interaction–What – Content you’ll create–When – Timeline

• Consider all points of contact with your customer

• Make a visual representation and timeline of all points of contact

• Explain what will happen there

Post-Purchase – Points of Contact

• A graphic timeline, mind map or spreadsheet

• Identify ways you can offer help at each point

Customer Relationship Management• You need a system to ensure all steps in

your outline are performed consistently• Each step should trigger the next step

• Include a way to track and implement steps

• The system should also include materials for sales people

Overview of the Onboarding Process

Your Service and Operations Training and Implementation

• Ensure all team members have the same materials

• Make sure messaging is consistent• Provide a checklist to follow after

purchase

• The same process needs to be used for all customers

• Ensure it’s being used across the board by team members

Identify How You Will Get Repeat Sales• Repeat sale is when a person purchases

the product/service again• One purpose of onboarding is to gather

information about customer and product use

• Provide support• Plan future products & increase sales• Offer products, upgrades and revisions

based on preferences

• New or supplementary products include:–Renewals–Similar items or items that can be used with the product

–Discounts on similar products/services–Free upgrades of extras

• Make additional offers through channels of communication

• Put together a checklist of all plans and overview

Customize Service and Content• Onboarding after the first month needs

to be as personal and customized as possible

• Use the metrics and data you have to create targeted offers

• Segment customers

• Personalize communication with info you have on customers

• Celebrate milestones

• Offer online meetings to educate customers further

• After a few months it’ll be easier to ask for social proof

• Strengthen relationships by reminding customers of the value they’ve received

• Continue to send upselling and cross-selling incentives