Excellence in Sales and Service
Randy Wadle, CEO
Agenda
It’s All About Relationships
Getting To NO Quickly
Selling With Integrity
Only One Chance to Make a First Impression
Consistency Beats Occasionally Great
Get In Front of Problems
Relationships
It’s All About Relationships
It’s All About Relationships
“Your customer doesn’t care
how much you know until they
know how much you care.”
Damon Richards
• People buy from people they
like
• Integrity and Trust are
PARAMOUNT to lasting
relationships
• Build quality relationships
and sales, referrals, and
loyalty will result
It’s All About Relationships
• Get to know your prospects and
clients and make them feel special
• Learn how to listen
• Learn about and capture interests
and hobbies
• Send handwritten cards
• Send unique gifts that speak to the
personality
• Refer business and help them
connect relationships personally
and professionally
Getting To NO
Get to NO and Move Along
• It takes a lot
of “No” to
find a “Yes”
Don’t Call Me MAYBE
• Maybe is a bad
word
• Don’t allow the
prospect to keep
you at “maybe”
Sales Closing Process
• Define, systemize, and listen for buying
signals (or lack thereof)
• Always ask for the next step
• Minimize time and cost of converting Leads
to Prospects
• Top talent focuses on qualified prospects
• Fall on the sword, firing leads
Selling With Integrity
Setting Expectations
Disappointment Gap
• Close the disappointment
gap by setting proper
expectations up front.
Listening and Communication
Don’t be desperate to sell. Be hungry to serve.
- Clay Kelley
• Perception is REALITY
• Listen and seek out the true needs
• Lead the prospect through a process
• Clearly communicate the process
• Ask for the sale
First Impressions
First Impressions
• Take control
and act like
you have
done this
before
First Impressions
• Systemize best practices and monitor
closely to maintain consistency
• Be transparent and over communicate with
new client and internal team
• Listen to what is being said and what is
being left unsaid
• Be flexible but organized
Consistently Good >
Occasional Greatness
Why is CONSISTENCY Important?
• Allows for measurement
• Creates accountability
• Establishes a reputation
• Makes you relevant
• Maintains your message
Source: Inc.com: Power of Consistency: 5 Rules
by Eric Holtzclaw
Consistency > Occasional Greatness
• Clients LOVE dependability
• Prioritize service items and
become excellent at the
most important
• Document systems and
where possible implement
technology to drive
consistency
Accountability
Leaders Own the Problem
No Excuses
The world doesn't care about
our excuses, obstacles, and
apathy...it cares about
achievement. Achievement is
simply accomplishment of a
goal, regardless of the size and
scope of the goal. Success is
maintaining a consistent
positive attitude and rugged
determination in pursuit of
increasingly lofty goals.
- Randy Wadle
No Excuses
Benefits of Accountability
• Contains the impact of
mistakes
• Focus energy on solution
rather than CYA
• Don’t need a good memory
• Strengthens Relationships
by building trust and
respect
Secret To Success