SEARCH CONTENTS

Custom Search

Building business relationships | Marketing Concepts.

ADS

In the long run on the road, nothing is more effective in costs which establish a base of satisfied customers. In some industries, over 80% of all future sales come from the existing customer base. This is achieved through providing exceptional service , especially after the sale has been made.

REVIEW OF ACCOUNT SALES

SALES REVENUE = SALES REVENUE
IF POOR FOLLOW-UP = IF THERE IS A POOR FOLLOW-UP
SECOND SALE = SECOND SALE
THIRD COMES OUT = THIRD SALE
MAXIMUN AMOUNTS CUSTOMER WILL PURCHASE FROM SELLER = AMOUNT MAXIMUM THAT THE BUYER WILL ACQUIRE FROM THE SELLER.
PRE-FIRST SALE EFFORTS = EFFORTS PRIOR TO THE FIRST SALE.
Also Consider = also consider:
Cost of getting the sale over time. = The cost of envelope time for sale.
Margin on sales over time = margin of sale in above time.
.

KEEPING SATISFIED CONSUMERS

  • Never promise something that you can not comply.
  • Recognize the fact that sales are only part of the service
  • Make sure that you provide your customer optimum service (you have considerable control over this).
  • Luche (settle into the bat!) that give their customers the best possible general service.
  • Express an attitude of service.
  • Always (always) do what you say you will do and then do it!.
  • Treat your customers as if his career depended on it, so is!.
  • Offer customer esteem and prove it:
Verbally
    • Through letters and cards.
    • Symbolic gifts.
    • With best future business deals.
    • With its personal attention.
  • Prevent complaints as far as possible by reducing the probability of error - simplify!
  • When the mistakes are made, do everything possible to remedy the situation As more fast as possible...
  • Be a professional - some competitors aren't...

DISSATISFIED CUSTOMER

  • Only 1 of 27 manifest their feelings to the seller, others only buy elsewhere or for the next time replaced mark...
  • What expenses can cost a firm make a dissatisfied buyer one satisfied?...
  • The majority of sales (perhaps 80%) come from previous buyers...
  • In the business-to-business sector, the average cost of securing an order from a new prospect is $1,673...
  • The average cost of securing an order of an industrial current account is only $717...
  • The difference is $956...
  • Which firm would place a bigger order?...
  • What firm would return to place an order with a top margin?...
  • Contacts!.

HANDLING COMPLAINTS FROM CUSTOMERS

  • Minimize the impact through their professionalism, precision, "caress" and security...
  • Some tips:.
or act quickly.
or hear, show your interest, record comments and never discuss..
or get solutions to the problem that exceed the expectations of the customer...
or reaffirm, thank and keep track of the ruling...
  • Close to 95% will buy again if the complaint is resolved promptly.
  • What proportion will buy again if they had no problems with their previous shopping?.

Do not promise what you can not comply.

"I will have your parts in two weeks."
Four weeks later become parts.
"I will put it in your hands at the time that crosses the door".
But all he gets is a handshake.
"Your car will be ready at 3:00."
But when he finally goes home begin 5:00 news.
Avoid anger and inconvenience.
Think before announcing how much time will take some - and then observe what promised.
At time.

ESTABLISHING COMMUNICATION STYLES

Use the questionnaire and the letter accompanying to establish their social style. Total results from their assertiveness and divide by 15. Then total the results of the questionnaire of responsibility and divide by 15. Project both results in the letter...
ASSERTIVENESS
I PERCEIVE MYSELF AS:
RESPONSIBILITY
I PERCEIVE MYSELF AS:
Take it easy... TALKATIVE
1 2 3 4 5
16. open... CLOSED
4 3 2 1
2. SLOW TO DECIDE... FAST
4 5
17. impulsive... DELIBERATIVE
4 3 2 1
3. SOLO... TAKE CHARGE
1 2 3 4 5
USE OF USER... USE OF FACTS
4 3 2 1
4. LINEBACKER... CHALLENGER
4 5
INFORMAL... FORMAL
4 3 2 1
5. CONDESCENDING... DOMINANT
1 2 3 4 5
EMOTIONAL... NOT EMOTIONAL
4 3 2 1
CITY: FAST TO DECIDE
4 5
EASY TO GET TO KNOW... DIFFICULT TO KNOW
4 3 2 1
7 ASKS QUESTIONS... SAYS
1 2 3 4 5
CÁLIDO................................ COLD
4 3 2 1
8. COOPERATIVE COMPETITIVE...
1 2 3 4 5
EXCITABLE... NERVOUS
4 3 2 1
9 AVOID RISKS... ASSUMES RISKS
1 2 3 4 5
ANIMATED... POKER FACE
4 3 2 1
10. SLOW, SCHOLAR... FAST
1 2 3 4 5
PEOPLE-ORIENTED... TO WORK
4 3 2 1
CAUTIOUS... WITHOUT CARE
1 2 3 4 5
SPONTANEOUS... CAUTIOUS
2 1
12. FORGIVING... FIRM
1 2 3 4 5
RESPONSIBLE FOR... NOT RESPONSIBLE
3-2-1
13. NO ASSERTIVE... ASSERTIVE
1 2 3 4 5
HUMORIST... SERIOUSLY
4 3 2 1
14. BY MATURITY... BASED ON THE FACTS
1 2 3 4 5
IMPULSIVE... METHODICAL
4 3 2 1
15 RESERVED... EXTROSPECTIVO
1 2 3 4 5
LIGHT OF HEART... INTENSE
4 3 2 1

TOTAL___/15 = TOTAL___/15 SCORE = SCORE OF
ASSERTIVENESS RESPONSIBILITY.

Responsibility

RESPONSIBILITY
ANALYTICAL (LOW) MANIPULATORS (LOW)
ASSERTIVE (LOW)
FRIENDLY (LOW) EXPRESSIVE (LOW)




THE SOCIAL STYLE ARRAY

LOW RESPONSE

ANALYTICAL MANIPULATORS
FRIENDLY EXPRESSIVE

HIGH RESPONSE

STYLES OF COMMUNICATION IN BUSINESS RELATIONSHIPS

Most of the models of human behavior are divided people into four different categories based on two dimensions:
Assertiveness and responsibility.
. Assertiveness is the degree in which a person attempts to control or dominate situations and direct thoughts and actions of others.
Assertiveness determines whether one is a Communicator, slow or fast.
Responsibility is the level of emotions, feelings or sociability openly showing a person.

SALES NEGOTIATION WORKSHEET.

Guidelines.

  1. What are your objectives for the negotiations to come?. Be as specific as possible. Indicate what your:.
EXPECTATIONS for - nice to have.
ATTEMPTS to obtain - important
What must obtain - possible obstacles in the negotiation.
  1. How do you what the other party?.
EXPECTATIONS of obtaining
Attempt to obtain
THAT you should get.
  1. What you think that they need so that they can tell you Yes?.
  2. Do you need what questions do?
  3. Do you that will make you think questions?.
clip_image002
Friendly - low assertiveness, high responsibility
These individuals are communicating at a slow pace and seek to relate rather than focus on the task.
They can be perceived as complacent and easy to treat because they emphasize the construction of sincere relations and work at a pace relatively slow.
They much deliberate before taking decisions because they want to know what other people feel before taking action.
Interpersonal conflicts dislike them and often say what others want to hear before what they really think.
The friendly are sympathetic listeners and make friends easily.
Don't like the aggressive behaviour or pressure.
The offices of the friendly will possibly be furnished in a comfortable, open and friendly style with informal arrangements leading to a close contact.
On your desktop, you will probably find family photos or various items of personal.
clip_image004
Expressive - high assertiveness, high responsibility
The expressive relationship-oriented and are passing fast.
They are enthusiastic, spontaneous, talkative and extroverted; they operate widely on intuition and dramatically expressed their points of view.
Their tools of persuasion are usually excellent, taking you to enthuse others with their ideas.
They are generally very creative: have the ability to think with the feet on the ground.
Inhibitions to get verbal feedback or not, quickly share their personal feelings.
The expressive tend to get involved in many things and may not be sufficiently strong to continue due to his impatience and attention thresholds relatively short.
The Expresivos desks are usually disorganized and clogged things.
You will see awards, provocative Posters, pictures taken with celebrities and motivational slogans hanging on the walls of his office.
Analytical - low assertiveness, low responsibility.
The analytical show a slow pace and orientation to the tasks to be fulfilled.
Logical, controlled and self-reliant are not very expressive in his verbal or non-verbal communication.
Like organization, structure, and self-discipline.
They solve problems systematically and make many detailed questions, are analytical buyers to whom sales presentations like based on the facts.
Likely to be more persuaded by objective tests of products, carried out by independent researchers, expertise and warranties including organizations.
Aware, they prefer the prediction.
To the analytical mind getting involved much with other people.
They work alone slowly and precisely, and prefer to work in an intellectual environment.
The analytical rarely share their personal feelings and are slow to give non-verbal responses.
Accurate, detail-oriented and aware of the time, like autocriticarse and criticize the performance of others.
Like that sellers are very professional, and organized with all the facts to the fingertips.
In their desire for information, the analytical can be compulsive in previous data collection when you need a decision.
You will find the office of a very organized and functional, analytical person with all the equipment and furniture in place correct.
The walls of his office are covered with charts, graphs and drawings related to his work; There are no photographs of people.
Key - high assertiveness, low responsibility
Decisive and controlled, are step quick and task-oriented.
Strong-willed, impatient, hard, personality of "I can understand", handlers have a low tolerance for feeling, attitude, and advice of others.
Because they believe that their success depends on their own, they feel a need to control situations and people, and actively seek leadership roles.
They thrive on the basis of the decisions that take and to achieve things become.
Uncompromising, impatient, and poor listeners, tend to ignore facts and figures and to rely on his "instinctive sense" for things.
Keys that identify the dominant personality are desks stacked with work projects.
These people have decorated offices indicating power and control; the walls may contain honours and rewards achievements in elaborate planning.
They like that the way to locate their chairs is closed, formal and located to show power.
Although the majority of those shows characteristics of the four styles of communication at least occasionally, each of us tends to develop one of these styles in the workplace.
For sale and more effective communication, one should adapt to the communication style of the buyer from the point of view of speed and orientation of task / relationship.
Attempt to engage or modify his style to the style of the objective. If prospects move and speak quickly, then you should adjust your speed talking and their movements to match them.
If they like to take their time and engaging in conversations lighter, relax and allow more time for the interview.
It is also sensitive to the areas with problems of communication in the style of the objective.
For example, the dominant are impatient and poor listeners, so that not to overload them with facts and details. Instead, provide a summary of such information.
When you engage the communication style of the other person, you create a climate of mutual trust.
The first step is to identify your own style of communication, and then develop the discipline to change that style that fits with the style of the objective.
You should be especially careful if your communication style collides directly with the objective style.
Published for educational purposes
Concepts of Leadership and Marketing

SEARCH CONTENTS

Custom Search