In
today's competitive reality, it is easy to get caught up trying to
either justify 'rates' or beat the competitor with aggressive pricing.
We know this isn't where we want to be, but with marketing campaigns
often encouraging rate and price comparisons, it is how customers
inevitably start their conversations.
We all recognize
that this approach can significantly erode profits and margin, and
likely land us in a never-ending spiral of rate cuts and cost
reductions. The approach is economically unsustainable, and can easily
set off a chain reaction that results in a pullback of customer service,
ultimately impacting customer satisfaction.
Getting out of
this rut can often be difficult, and shifting a customer conversation
from one of 'price' to one of 'value' is a skill that has taken on
increasing significance. Price is the last element of the conversation
that we want our customer facing employees to talk about. We need them
to focus on 'non-price differentiation', and in order to do that we need to change how they approach each and every customer interaction.
The PowerLearn Sales Development System experiential learning approach has enabled front line employees to systematically engage customers in conversations designed to use the time
available during any interaction. The result: everyone significantly
contributes to the overall sales and service effort at every stage of
the sales process.
Recent results from one of our financial services wealth management clients showed year-to-date gross sales increases of 106%.
This was achieved by engaging all customer-facing employees in a
program that developed and supported a series of customer-centric
conversations.
Visit us online at Algario.com, or contact David Batchelor at 416-865-9200 (dbatchelor@algario.com) and we'll show you how.
