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Name:
Phone #
"You may use the phone number as reference should you call us again."
Email Add :
"For quality assurance purposes, you might be selected to receive a survey regarding your service experience."
Before we get started, may I have your.................please?
Model #
Version #
Serial #
Sales Fundamentals
-Connections *Sales
-Interactions *Attitude - mind set, way of life, positivity, sincerity, willingness
-Enhancing an exp *Leveraging
-Solutions *Enthusiasm
*Strategy
Exceeding expectations: --------> *provides satisfaction
-offering sol'ns *encourage loyalty
-making customers feel good *expand market
-giving added value ---something unexpected
We must ...
>Think positively
>Sincerely care and help cheerfully
Turning negative into positive!!!!
Dont hesitate to call ---> Feel free to call us anytime
That's not possible ---> Let's look @ our options
That's not what I meant ---> What I mean is that...
Pep talk pep talk pep talk pep talk
Give assurance... respond proactively instead of minimally like "yeah, okay, sure, i see..."
i dont know what to do --->dont worry. I'm here to help you
I can't go online -----> let's see what we can do
Sales is about... Not about...
Value Lowest price
Solutions Product
Communicating (win-win) Debating (lose-lose)
Listening Talking
Sales Terminologies:
Up sell - offering same type of item only in a better form
Cross sell - offering complimentary item, bundling services, pairing products
Down sell - reducing technology, limiting capabilities (not recommended unless needed)
Type of Sales People
-Intimidator --->results in complaints & refunds
-Chatterbox ---talks but does not listen
-Sprinter---talks too fast
-Copier
-Educator--->limits interaction, overwhelms the convo with too much info
-Pleaser
-Consultant
*never assumes
*asks smart questions
*listens attentively
*adds value
Problem ID
1. If customer's concern is *vague, -->probing questions /verify or obtain info/->paraphrase->assurance
*clear -->paraphrase-->assurance-->probing
2. Transition: to get started, in order for me to, here's what we're going to do, etc...
3. Networking Info & Probing
-network env't wired & wireless
4. Probable Cause---(enumerate)
5. Troubleshooting Plan---(enumerate)
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