Sales & Service Tip Of The Week

“LEARN TO CALL CUSTOMERS BY NAME.”  Have you ever “just met” someone and “forgot” their name?  Remembering names is very important in providing quality service.  Customers appreciate being called by name.  It’s the old story.  You can remember names if you want to.  Step One – You must want to.  Wanting to is the key.  It is your positive approach to remembering customer’s names.  Step Two – Learn the name.  As you interact with customers you will note names printed on orders, service requests, business cards, correspondence or notes.  Use the name to address the customer.  Repeating the name will help you to learn it and remember it.  Step Three – Use association.  Use words, scenes, and other names that are familiar to you.  Mr. West could be a compass, Mrs. Crane, a digging machine, and Monroe could be the former president or the famous movie actress.  Work out a system with which you are comfortable.  Step Four – Memorize the name.  Repeating the name will help.  Have a piece of paper handy and write the name quickly.  Later, review the new names you learned that day.  By using association and by memorizing, you will remember the name.  What do you do and how do you remember names?

2013 Forecasting

What sales growth are you forecasting for 2013?

Sales & Service Tip Of The Week

“DO NOT BE CONDESCENDING!”  Have you ever walked into a store and the sales associate treated you like “dirt”?  How did you feel?  Did you go back to that establishment again?  Probably not!  Customers don’t like to be treated like they’re stupid.  Avoid talking down, belittling or being sarcastic with customers.  People don’t like it.  Be careful using names or words like “honey”, “sport”, “buddy” or “dear”, in you’re interactions with your customers.  They’ll react negatively, which creates a further barrier for you.  Don’t fall into the trap of using trite sayings such as, “to be honest with you,” or “to tell you the truth.”  Haven’t you been honest and truthful up to now?  Eliminate these sayings from your vocabulary and focus on providing quality service for every customer you come in contact with daily.  Your beliefs equal your sincerity and that’s what comes across to your customers.  What have you been called as the customer?

 

December Sales Tip

Greetings Sales Pros!

Well, here we are.  The holidays are amongst us again.  Bah, Hum Bob.  They just seem to slow things down and screw up the work week.  Sounds like a typical boss or owner, doesn't it?  One thing I've learned about owning my own business is never take the people that work with you for granted and allow the holiday season to express your thanks and gratitude to them.  Remember, you're only as good as the associates that support you and there's no "I" in team.  You should know my mantra by now.  I sign off with it every month...Bob Butler and the Butler Learning Systems T.E.A.M. for Together Each Achieves More. I live by it every day and I'll die by it, God willing.

 

The first time I saw this acronym for T.E.A.M. was in the late '70s on a box of paint from Sherwin Williams.  No foolin'!  It's played a major role in my career and I see it resurfacing again throughout corporate America.  The theme is to Move Forward through Teams for 2013.

   

The concept of team is so simple and is made up of common sense.  Oh no, be careful!  Mark Twain always said, "Common sense isn't very common after all."  A group of people working together for a common goal.  C'mon man, now how hard is that?  Yet, the dynamics of working together can either be an asset or a liability depending on the culture of the company.  Common sense requires working together in an environment of trust and respect.  So simple again, right?  Wrong!  I've seen too many teams that become non-functional as everyone has their own agenda or are going in different directions.  Remember, T.E.A.M. can also mean, "Take Excuses Away from Me!"   Teamwork thrives in an environment with trust and respect for each other.  Leadership is evident and the goal or purpose is known to all.  That's when everyone is in alignment, understands his/her role and the contribution to the team with a true espirit de corps.  This is what separates the ordinary from extraordinary and creates the synergy...all leading to a customer focus and competitive edge.  These are the teams that will lead their customers as partners into the next generation of doing business.  As Charles Kettering, the famous industrialist and inventor once said, "You better be interested in your future, because that's where you'll spend the rest of your life."  Our future is now and comes to those who prepare for it.

Wow!  I feel better now.  Thanks for allowing me to share some of my beliefs, values and idealisms with all of you this month.  It is that time of year, you know?  Go ahead and reflect on the year, give thanks and show your gratitude to all of those who have touched you, in one way or another.  But, the tip for this month and for every month from here on out is to Move Forward through Teams so Together, Everyone Accomplishes More.

Seasons Greetings from your BLS Team as we can't wait to share some new and exciting ideas for Next Generation Selling in the new year.  Enjoy the holidays with family and friends.  Let us know how we can serve you in 2013 in order to move forward!

Good Luck and Good Selling,

Bob Butler, TSP

and the Merry Elves of the Butler Learning Systems T.E.A.M.

Together Each Achieves More

Sales & Service Tip Of The Week

Have you heard, “courtesy is good manners in business?”  The ability to say “please” and “thank you” goes a long way in serving the customer (it works well at home too!).  Some people think being courteous to customers is a sign of weakness – absolutely not!  Your customers are coming to you for help and by being polite and willing to serve, allows the customers to “feel good” about dealing with you.  When customers “feel good” about their experience, they want your ideas and suggestions, so they buy more.  Don’t forget to “smother” your customers with kindness, but be sincere.  Your behavior signals to the customer your true feelings about wanting to serve.  Apply the Golden Rule:  “Do unto others as you would have others do unto you,” and you can never go wrong.  What "war stories" can you share where being polite and courteous turned the customer your way?