Sales Training Module Ten
Free Sales Webinars in March
Value
By Tim Smith
We talk about “value” “adding value” or “value added”. What does this really mean the Webster’s dictionary definition is: the desirability or worth of a thing.
Are we creating value for our customers, both internal and externally everyday? Think back to yesterday, did you created value within your own department. Are you making it easy for people within your publication to do business with you? As a sales rep, do you check to make sure the copy is readable for your graphic person? The front desk staff, do you put the person’s emotions on the message for the phone calls you take. For the managers and supervisors, are you clearing the obstacles out of your staff’s way for them to service the customer better.
Here is a question for you, what value does your publication bring to your customers? What value do you bring to your publication? I often ask this question in my seminars and I want to present this to you. If you had to reapply for your position today based on just yesterday’s results, would you get rehired? Everyday we need to bring an energy level to the table that exceeds our customers. We as salespeople, managers, circulation, graphic artists, production and customer service are not allow to have bad days. I had a baseball coach tell me one day the “you have to be good to go into a slump."
Today just “servicing” your customer is not enough. If you want to hold onto your customer base, whether the external or internal, you must consistently exceed your customer’s expectations. Today’s buzzword is “1% of separation”. How can we as an organization, department or individual be one percent better than the competition?
Up until about five years ago the customer service department was better known as the “complaint department”. Today things have changed drastically, from the circulation area, production department, salespeople and managers everyone who comes in contact with the customer must be superior in their service.
Which brings me to this month’s topic: How do us Out Service the Competition. Up to this point in the Sales training we have given you techniques, skills, ideas and strategies on prospecting, time and territory management, goal setting, communicating (even personality profiles), and putting together your sales presentation to handling objections. This month we will focus on the Servicing aspect of our sales position. With this being a very busy time for us and our retailers we need more than ever to out service the competition. Our company and customers demand this of us.
Again, this is Tim Smith from Tim Smith Consulting and along with MFCP and MFPA we are hosting these webinars as a way to say thank you for being a member. First of all my thanks to Brian Gay, MFCP and MFPA for giving me this opportunity to be of service to you and thank you to those of you who have been joining me and your wonderful feedback. It is greatly appreciated. For those of you who have not joined yet, please come and spend an hour with me as we give you skills, ideas, coaching and techniques on how to be better at what you do.
March Training Schedule:
Wednesday March 3rd 8:30am to 9:30am
Wednesday March 17th 8:30am to 9:30am
Both times are Central Standard Time
Participation is easy. Pick the session, the day and the time that fits your schedule, then log on to www.timsmith.glance.net and enter code 0315. We now have a different phone number the NEW number is 1-605-715-4970 and enter 852075 for the audio part. That simple and easy. For the training times and dates please see the Training Schedule.
If you missed any of the first sessions please call Tim at the number below and he will set up a make-up session for you and your staff.
Tim Smith is President of Tim Smith Consulting which is a management and employee training organization located in Allentown, PA. Tim has worked with Community Papers for over nine years doing training for the Regional Associations. Tim has over twenty five years experience in training and development. If you have any questions about the upcoming training please contact Tim at 610-435-0661 or e-mail at timsmith@fast.net.
