Sales Superstars seem to know, consciously or unconsciously, that the word "sell" originates from the Scandinavian root "selzig," which literally means "serve." As my first mentor, Zig Ziglar, always said, "You can get everything in life you want, if you will just help enough other people get what they want." Losing sight of this core principle by focusing on their commission, quarterly sales quota, or closing a hot deal quickly prevents many salespeople from becoming elite selling stars.
Like a great dog serves its master, Sales Superstars serve their customers and prospects and go to extraordinary lengths to find favor with their clientele. Past any obstacle, thefaithful canine has been known to rescue a senior, defend a child, or even save his master's lives. Sales Superstars must also do whatever it takes to serve their customers so fervently that an almost unbreakable customer loyalty develops. They are completely devoted to satisfying the needs of those they serve. This focus on service becomes a powerful sales tool indeed, because satisfied buyers not only remain loyal, but also tell others of the way they were treated.
How would your customers describe your level of service? If you focus and perform like salespeople from the following two companies, you can count yourself among the very elite. Nordstrom department store's salespeople are told, for example, "Use your own best judgment in all situations to make the customer happy." Their salespeople are legendary for going far beyond the call of duty. They have even gone to a competitor's store to buy a product for a customer if their store was out of the item. Just like Macy's department store in the movie Miracle on 34th Street, Nordstrom develops customers who are amazed at their service and keep coming back for more.
Salespeople and customer service personnel from the Ritz-Carlton Hotel are taught, "If a customer complains to you, you own the problem and must resolve the problem-no matter whom you must involve to get the job done." Frank Bucaro, author of Taking The High Road, shares a funny story of when he arrived at a Ritz-Carlton and complained to the bellman of a very full bladder. Because of their policy for handling customer problems themselves, the bellman took Frank directly to the men's restroom himself. At the restroom door, Frank nervously asked, "You're not coming in, are you?" The bellman replied, "No! No! Our service definitely stops at the door!" Frank's story, though humorous, definitely illustrates how an extraordinary level of service is never forgotten by a customer.
Customers who have experienced super-service by a salesperson, or anybody else in a company, will definitely tell others about their experiences. Word of mouth will accelerate a salesperson's positive reputation, transforming it into their ultimate marketing tool. A fast-spreading reputation for high-level service will dramatically increase sales, and it's what often moves the average salesperson one click closer to becoming one of the world's Sales Superstars.
Selling is Serving - To learn more about this author, visit George Ludwig's Website.
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Dave Kurlan
Dave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development.
Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit.
He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine.
He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball.
He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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George Ludwig
George Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance.
Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson.
His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more.
George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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George Ludwig
(Visit George's Website)
George Ludwig is a recognized authority on
sales strategy and peak performance
psychology. An international speaker,
trainer, and corporate consultant, he
helps clients like Johnson & Johnson,
Abbott Laboratories, Northwestern Mutual,
CIGNA, and numerous others improve sales
force effectiveness and performance.
Though it's George's strategies and
processes that help corporations increase
productivity and performance, it's his
tremendous energy and dynamism that spark
the transformation. Again and again,
clients remark on his amazing ability to
unleash human capacity and inspire men and
women to break out of their comfort zones.
The result is a whole new type of
salesperson.
His customized presentations teach
achievers to make stunning advances in
their lives. From helping salespeople
realize cherished dreams to helping
corporations exponentially accelerate
revenue streams, George Ludwig leaves
audiences and individuals empowered,
emboldened, and clamoring for more.
George is the best-selling author of Power
Selling: Seven Strategies for Cracking the
Sales Code and Wise Moves: 60 Quick Tips
to Improve Your Position in Life &
Business.
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A.P. Giannini Quotes
Seems like everyone's always talking about the market opportunities emerging because of America's aging population. It's about time someone stopped talking about their buying power and more about their DOING power! ...
