2011 SEMA Show Education Days - Customer Service and Sales Solutions

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Why are some companies thriving in the new economy while others are struggling? For the same reason a group of retailers were able to grow their sales an average of 14% last holiday when the national average was just over 3%. They created a business that can maintain and even grow customers, sales and profits in any market and economy. They are a Sticky Business. Sticky Business is a unique and results-based integrated marketing and customer service/experience approach that creates and maximizes sales opportunities. Sticky Businesses are able to generate two to ten times more revenue per customer than a typical transactional business. You will learn:

• Why most customers don’t stick in today’s economy and what they can do to change that
• How to identify the most profitable and stickiest customers
• The stickiest methods to attracting lifetime profitable customers
• The 7 customer experience imperatives that turn a customer into a Sticky Customer
• To multiply their customer base with Sticky Advocates
• Innovative ways to market to your Sticky Customers, driving higher sales and advocacy.

While most independents successfully use large promotional events, especially during holiday weekends, there are many benefits to hosting smaller events throughout the year. At this “event” you’ll learn the best practices from retailers who use events to outperform the market, generating an increase in sales, word-of-mouth marketing, and creating a deeper connection with customers that results in higher loyalty and advocacy. Audiences learn:

• The importance of building a customer community through events
• Five attributes of every successful event
• Four ways to streamline your event process
• How to find and leverage event partners
• Why low or even no-revenue events are still profitable
• How to create post-event revenue

This dynamic program covers face-to-face sales, phone sales and counter sales. Whether you’re a seasoned salesperson or just starting out, you’ll pick up valuable information. From soup to nuts and A to Z, you’ll learn the alphabet of sales as well as the “5 Most Frustrating Voice Mail Phrases.”

Are you proud of the way you and your staff handle difficult customers? Are you confident your staff is trained to handle conflict with the grace, care and intention that fully addresses your customer’s issues? If you can’t answer these questions affirmatively, or don’t like the answers – it’s time to learn a win-win way to handle difficult situations! Learn how to Take the HEAT in difficult situations while remaining calm, composed, and respectful by handling customers in a caring and intentional manner – even when you aren’t able to give them what they want. In each difficult situation lies an opportunity to solidify or destroy customer relationships and loyalty. This seminar provides attendees with the knowledge, skills, and tools, to handle customer conflicts reasonably and effectively. Participants learn how to use tested listening and curiosity techniques to resolve hot issues while ensuring the customer feels valued. Download the session handount.

Are you and your employees interrupted by phone calls during the day? In those busy moments, are your employees focusing their full attention and efficiently determining the actual needs of the caller? In a world where help is just a phone call away, your telephone is the frontline in communicating the values and culture of your business to your customers, vendors and advocates. With every call your business receives, it is vital that everyone in your workplace fortifies your company’s high standards and values with a simple and consistent message: we care about you! By utilizing easily customizable tools and techniques, you can prepare your employees to properly represent your company’s image and address all customers with warmth, efficiency and care. Additionally, skills discussed will be applied to written communications such as: letters, e-mail, and pricing quotes to your customers. Download the session handout.

Content adapted from nationally-acclaimed full-day training program for tire/auto service industry. Attendees will learn what retail and service industry leaders are doing to achieve market superiority and how to apply world-class sales and customer service best practices and principles in their business.