Excellence in Sales and Service Randy Wadle, CEO

Agenda It’s All About Relationships Getting To NO Quickly Selling With Integrity Only One Chance to Make a First Impression Consistency Beats Occasionally Great Get In Front of Problems

Relationships

It’s All About Relationships

“Your customer doesn’t care how much you know until they know how much you care.” Damon Richards People buy from people they like Integrity and Trust are PARAMOUNT to lasting relationships Build quality relationships and sales, referrals, and loyalty will result

Get to know your prospects and clients and make them feel special Learn how to listen Learn about and capture interests and hobbies Send handwritten cards Send unique gifts that speak to the personality Refer business and help them connect relationships personally and professionally It’s All About Relationships

Getting To NO

Get to NO and Move Along It takes a lot of “No” to find a “Yes”

Don’t Call Me MAYBE Maybe is a bad word Don’t allow the prospect to keep you at “maybe”

Sales Closing Process Define, systemize, and listen for buying signals (or lack thereof) Always ask for the next step Minimize time and cost of converting Leads to Prospects Top talent focuses on qualified prospects Fall on the sword, firing leads

Selling With Integrity

Setting Expectations

Disappointment Gap Close the disappointment gap by setting proper expectations up front.

Listening and Communication Don’t be desperate to sell. Be hungry to serve. - Clay Kelley Perception is REALITY Listen and seek out the true needs Lead the prospect through a process Clearly communicate the process Ask for the sale

First Impressions

Take control and act like you have done this before

First Impressions Systemize best practices and monitor closely to maintain consistency Be transparent and over communicate with new client and internal team Listen to what is being said and what is being left unsaid Be flexible but organized

Consistently Good > Occasional Greatness

Why is CONSISTENCY Important? Allows for measurement Creates accountability Establishes a reputation Makes you relevant Maintains your message Source: Inc.com: Power of Consistency: 5 Rules by Eric Holtzclaw

Consistency > Occasional Greatness Clients LOVE dependability Prioritize service items and become excellent at the most important Document systems and where possible implement technology to drive consistency

Accountability

Leaders Own the Problem

No Excuses The world doesn't care about our excuses, obstacles, and apathy...it cares about achievement. Achievement is simply accomplishment of a goal, regardless of the size and scope of the goal. Success is maintaining a consistent positive attitude and rugged determination in pursuit of increasingly lofty goals. - Randy Wadle

No Excuses

Benefits of Accountability Contains the impact of mistakes Focus energy on solution rather than CYA Don’t need a good memory Strengthens Relationships by building trust and respect

Secret To Success