There are so many reasons that your sales people are not able to bring in more business. Some of it could be luck. Some of it could be in their approach. Some of it could be pricing. No matter the reason, you need to be able to coach them to their maximum potential. This webinar will show you how.
It is not that everyone is negative all the time, but you can see that there is a gloomier outlook than normal. Do you know how to get your staff out of a funk?
Sometimes you are blindsided when you find out about staff member conflicts. You just assume everyone is going to be professional but that is not always the case. It is important to know how to handle conflict among your staff so that everyone feels heard and a peaceful resolution can prevail.
Obviously, behavior you don’t want a staff member to repeat gets attention. It can be a brief mention in passing or a written reprimand but there are pretty clear processes to dealing with bad behavior. Do you have the same sense of clarity for positive behaviors? Reinforcing positive behaviors will encourage your staff members to work on big, team goals.
When your staff feels like they are not valued, you will get turnover and a lot of it. Your staff wants to feel like you’re listening and that their suggestions are being taken seriously. Maximizing their potential is not an innate skill. It’s time to find out the ingredients to a cohesive team.
Some of your best customers have thought about going to your competition. You know why? Because you think you are treating them right, but they are not feeling valued. Your best customers will only stay your best customers if you treat them well. How do you know if they are feeling valued? Take this webinar to find out.
When each of your staff members have different goals, the customer experience is unstable and that will drive your customers to your competition. This happens when Mike thinks he needs to prioritize phone calls over in-person calls, Julie thinks her product knowledge needs to be the most important part of the transaction and Corey just makes sure everyone is getting the lowest price at the expense of quality. Does your staff know what you want to be a priority?
You don’t want your staff to be insincere but if a customer comes in and your staff is yelling across the room, taking a lot of time to talk about basketball or using a lot of profanity when talking to them, a line has been crossed. It is important to explain this to your staff in a way that ensures they remain friendly and approachable to customers without moving away from unprofessionalism.
We get used to our environment. After a time, we don’t even realize things are dusty or we need filing done. This is the same thing with your store. Sometimes we need a fresh pair of eyes to tell us when having that big display at the front of the store is obstructing the counter or when the staff always seems rushed.
The first concept we cover is about why training is important, not just for your staff members but for the bottom line of your business
Have you ever gone into a business a couple of times and had completely different customer service experiences? This step is about creating, working on and enforcing best practices.
Most customers are not going to randomly tell you what they think of your business but having that information is key to taking your business to a new level. This is all about how to get feedback
Yes, there are some standard practices across the board for every role and every business, but each person in your business also has to be trained their specific role and how their role fits into the overall goals of the business
Let’s say you get feedback, you create best practices and you start training correctly. How do you know if these efforts are being noticed? This step is about ongoing feedback
Don’t just create goals, although we’ll talk about doing that too, review them. If you don’t have a process to review and evaluate goals, you will never get to where you want to be. This step is all about the review process.
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