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Learn the difference between hover and smother. This
can be one of the hardest skills to learn. If you want to grow, learn to
shut up and let the customer talk. If you let them, they will tell
you everything about their long term plans and the whole time you should
be making notes and indicating how soon they will be buying this that
and the other. Ingratiate yourself to the customer in many ways
including knowledge about their plans and talent to make their visions
happen.
If you keep your mouth shut you will always have a reason
for a call back or follow up. I can give many examples of what I mean...
and I will do so in a later section. Here is one I hope snaps your
brain out of neutral and makes you think out of the box..
Example: Shut up and follow up: "Hi there dear
customer. When I saw you yesterday we touched briefly on your
technology budget and the cost of upgrading features in your new system.
I would be happy to do a whole telephony network billing review for you.
We very often find telco and other billing errors that can save a lot of
monthly expenditure and may even be entitled to substantial refunds."
When the customer goes, "What? Huh?", you offer to
come to his location and do a quick billing review to see if something
looks off-kilter. Depending on how many bills you see, you may indeed
find they are being billed incorrectly for incoming lines, bandwith,
usage, etc etc etc. In any case, carry in your test set and offer
to 'verify' all lines coming in match up to all lines on bill.
Seems like such a small thing, verifying all lines coming
in are working and in use. You will be shocked and astounded when
you find inbound lines that were 'disconnected' but never unplugged or
removed from the bill. I do mean you will be SHOCKED! I
can't say I am surprised but that is a diatribe for another day.
What does surprise me is how many customers don't perform a detailed
review of all telephony and network related bills. There is no
doubt that this is a confusion competing with collusion for lack of
supervision.
Hover. What you are to be doing is always keep the
next contact with your customer over a continuing series of new
horizons. Always Always Always have something you can call back about.
Hover.
In the above scenario you will arrange for a follow up
report about network services bills and while you are at it, you noticed
that some headsets weren't working well for heavy phone users.
Bring a new one with you. During your time on site you might
notice some older telephony equipment or a plethora of modems that could
be consolidated into a pool or, or, or, or....
Hover - don't smother.
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Listen.
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Keep your mouth shut.
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Notice every technology the customer uses.
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Keep good records about every customer and potential
customer.
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Help that customer grow into their technology plans and
find ways for technology to make money for your customers.
MORE?..... continued
HERE
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