Selling is Serving
Selling is Serving
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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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 KurlanDave 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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Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
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George LudwigGeorge 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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John PowerJohn Power, founder of Biltmore Franchise Consulting, has extensive experience developing and marketing franchises and business opportunities. He has been in and around franchising for over twenty years. From 1980 through 1990 he conceptualized, organized, and developed the American Video Association. He grew AVA to 2,000 national members, before selling the company it 1990. It was later merged into another home video marketing company. From 2000 to 2005 he worked as a contract marketing and human resources consultant to several local and national companies. In 2005 Mr. Power began working as a franchise development consultant on a full-time basis. Since that time he has helped more than three dozen companies initiate and develop their franchising program. He notes that there are many companies interested in developing a franchise program, and who need his specialized assistance. Mr. Power is a “hands-on” franchise consultant. He said, “I am the ‘nuts and bolts’ person who tends to the details for my clients.” Mr. Power holds a B.S. degree with a major in Marketing. See: www.biltmorefranchise.com You may contact Mr. Power at: jpower@biltmorefranchise.co - Visit John Power's Website |
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Staging DivaDebra Gould, aka The Staging Diva®, is President of Six Elements Inc., an internationally recognized home staging company. Inspired by many requests from aspiring home stagers wanting to start similar businesses, Gould created the Staging Diva Home Staging Business Training Program. Gould has trained over 1000 Staging Diva Graduates worldwide to start staging businesses. Buying decorating and selling six of her own homes in four years lead to an interest in real estate staging which she turned into a career with the launch of sixelements.com in 2002. Since then she has staged hundreds of homes in addition to teaching home staging training. Gould is the author of several home staging resources including a series of popular ebooks made up of a Design Guide, Color Guide and Portfolio Guide. For more information about Debra Gould visit stagingdiva.com. - Visit Staging Diva's Website |
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Jay Kubassek(Jay's Full Bio: EvanCarmichael.com/jaykubassek) In five years, Canadian-born entrepreneur Jay Kubassek went from selling mufflers at a Midas franchise to revolutionizing Internet marketing with the 2004 launch of CarbonCopyPRO, a online marketing education company, now worth over $20 million with customers in over 160 countries.
As an independent film producer, his upstart film fund Aliquot Films is currently producing a films with Spike Lee and Abel Fererra (starring Ethan Hawke and Dennis Hopper.)
Jay's entrepreneurial spirit is irrepressible. He’s the owner of five companies, a professional speaker and trainer, international real estate developer/investor, extreme sport enthusiast and emerging philanthropist. Jay resides in NYC with his wife Jamie, son Milo and dog Cooper. Visit Jay's official website: www.JayKubassek.com - Visit Jay Kubassek's Website |
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