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What are you worth?

What are you worth?. Chains of habit are too light to be felt until they are too heavy to be broken. Warren Buffet. Sow a thought, and you reap an act; Sow an act, and you reap a habit; Sow a habit, and you reap a character; Sow a character, and you reap a destiny. Charles Reade.

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What are you worth?

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  1. What are you worth? Chains of habit are too light to be felt until they are too heavy to be broken. Warren Buffet Sow a thought, and you reap an act; Sow an act, and you reap a habit; Sow a habit, and you reap a character; Sow a character, and you reap a destiny. Charles Reade

  2. Capturing the Relationship: Managing & Training Service Inquiries

  3. Why Change? Missing too many relationship building opportunities – ‘navel gazing’ Slower decision making process due to increasing competition Kathy needs to remember us

  4. What Changes? Philosophy – managing our thinking about service enquiries effectively Call Conversation– managing the service enquiry conversation effectively Process – managing the full service enquiry process effectively

  5. Sales Cycle Call Service Call Start of Service Start of Service Service Enquiry

  6. Activity Create a follow up which ensures we remain front of mind for Kathy • Group 1: Service inquiry that didn’t convert to a service call • Group 2: Service call that didn’t convert to a new client

  7. Lead Warming Call E-Brochure Website Personal Note Touch Points Planning Visit Service Enquiry Senior Care Connections Start of Service Call

  8. Capturing the Relationship: Managing and Training Service Inquiries - SOTO Write a “Best Practice” Statement • Your Process • Questions 1-3 • Your Employees • Questions 4-6 • Your Office • Questions 7-12

  9. Sales Process • Relationship • Needs Discovery • Solution • Gain Commitment

  10. Sales Process Relationship • First Impression • Making a Connection Needs Discovery • Questions • Active Listening • Empathy

  11. Sales Process Solutions • Customize services, features and benefits Gain Commitment • Service Call • Follow up

  12. Activity - Listen to a Call HISC Hamilton HISC Tauranga Listen carefully to each call and complete a Service Enquiry Evaluation Form for each call to refer to later on

  13. Missed Opportunities When you reviewed your own Mystery Shop call did you identify any missed opportunities? In many organisations across New Zealand Mystery Shops are used as excellent tools for coaching!

  14. Ongoing Training • If the Process is supported within your office you will see results • Ready and available whenever you need it • 3 guides for your use

  15. Capturing the Relationship: Managing and Training Service Enquiries The Guides • Owner • Facilitator • Participant

  16. Capturing the Relationship: Managing and Training Service Enquiries How to Implement • Conduct a SOTO • Read the Owner Guide • *Identify a facilitator, coach, participants • *Prepare the facilitator • Conduct / Review the training • *Coach and Monitor *In an office with staff

  17. What key actions will you take back to your business as a result of your participation in this workshop?

  18. Thank you!

  19. Capturing the Relationship:Managing and Training Service Enquiries How to Implement • Review, Coach and Monitor • Set goals and hold staff accountable • Use weekly meetings to review progress and critical numbers • Open communication about challenges and successes • Dive into each element of the sales process, be able to coach your staff to improve in each area • Monitor calls

  20. How to Coach for Effective Performance • Open ended questions lead to solutions - Empowers critical thinking • Praise the Strengths • Limit the Developmental Focus - One leads to mastery, several lead to frustration • Gain agreement and define next steps • Document

  21. Capturing the Relationship:Managing and Training Service Enquiries How to Implement • Conduct the training • Listen to call & complete evaluation form Let’s Practice Evaluating

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