Every company in the world knows what best practices are and will say they are important
Every company in the world knows what best practices are and will say they are important, but when we talk with sales and customer service teams rarely do we find anyone that can clearly articulate the 3-5 most important best practices that everyone that talks to customers must master.
Rarely = NEVER.
In many large companies, most likely, a consulting company like McKinsey did a study on best practices, put it in a very pricey report and the company executives nodded in agreement and some memos were sent around and the training department might even have taken notice, but operationalizing this critical information never happened. Knowing what the best practices are is critical, but it is much more important to develop a strategy and execute that plan to steadily turn those best practices into skills that more and more team members possess. This is the missing link and this is what Consilio specializes in.
The truth is, it doesn’t take much time or money to find out the best practices of the teams that actually talk and interact with customers whether they are sales or customer service. It always comes down to the same things. We know what these best practices are and we’ve been refining the coaching and training process to rapidly turn those best practices into a competitive advantage. That’s what it’s really all about.
People that interact with the customer need to be very good at verbalizing critical pieces of information. This is where the breakdown always is. They know in their brains MUCH MORE than they are able to effectively verbalize. Consilio fixes this frustrating problem with the most drill-oriented, practice-based training on the planet. It is extremely challenging with rigorous coaching and demanding exercises. Consilio is not about lengthy case studies with invigorating discussions and analysis; Consilio is about practicing how to verbalize a company’s competitive advantages, value proposition, differentiating factors, product advantages and all the important elements of a sales interaction like how to:
- get the meeting off to a good start with an organized agenda.
- recap and summarize to move the conversation forward.
- answer the question: “Why should I do business with you?”
- ask great questions and really listen then summarize.
- respond to the most frequently encountered objections.
- verbalize the price / cost relationship of their products and services.
Sales People need to see the right people, say the right things, organize themselves to get things done on time, communicate with credibility and conviction and follow up relentlessly.
Customer service people need to develop a helpful and positive voice tone, know how to listen and ask questions, reassure the customer they will get their problem solved, and pay attention for clues that can help them make an up sell offer that is HELPFUL to the customer.
These things simply don’t change and unfortunately, more and more companies every day are forgetting to train and coach their people to become masters of these core skills. That’s where Consilio comes in. Check out middle management training as well.