Superyacht Summit San Diego Presentation - Word of Mouth and The Net Promoter

Word of Mouth & The Net Promoter The Power Behind A Single Number

What will we cover?

1. Why “Word of Mouth” advertising is so important? (Plus it’s FREE) 2. How and why you should listen to your customers?

3. How can I deliver a process that is built for the customer?

Why “Word of Mouth� advertising is so important?

#1 Form of Advertising

WORD OF MOUTH

Most Trusted Advertising (Source: Nielsen)

Most Influential Advertising (Source: Nielsen)

Net Promoter Score

Companies Using NPS

Just to name a few‌

How and why you should listen to your customers?

OPTIMIZE EVERY OPPORTUNITY WITH ZEALOUS ENTHUSIASM ACTUAL COMPLAINTS RECEIVED BY

From real customers…..

OPTIMIZE EVERY OPPORTUNITY WITH ZEALOUS ENTHUSIASM

“ We had to line up outside to catch the boat and there was no air-conditioner.”

OPTIMIZE EVERY OPPORTUNITY WITH ZEALOUS ENTHUSIASM

“ It is your duty as a tour operator to advise us of noisy or unruly guests before we travel.”

OPTIMIZE EVERY OPPORTUNITY WITH ZEALOUS ENTHUSIASM

“ I was bitten by a mosquito. The brochure did not mentioned mosquitos.”

OPTIMIZE EVERY OPPORTUNITY WITH ZEALOUS ENTHUSIASM “We went on holiday to Spain and had a problem with the Taxi drivers as they were all Spanish.”

OPTIMIZE EVERY OPPORTUNITY WITH ZEALOUS ENTHUSIASM

“ It took us nine hours to fly home From Jamaica to England. It took the Americans only three hours to get home.

This seems unfair.”

Print by Mail or In-Person

Telephone Survey

On Line Survey

+ Many others attached to your industry specific software system

Professional Custom Survey

NPS and Instant Feedback

Request for Contact Email

Customer Information

Survey Data

Customer Information

Review Prompt for Promoters

Yelp

Google

Goal to Write a Review

Enabling Activity Results

Customer Comments

How can I deliver a process that is built for the customer?

1

How To Find More Customers

40

WHAT IS THE DEFINITION OF PROSPECTING?

Try to find people who are probably qualified to buy—either today or in the future.

41

WHAT IS THE DEFINITION OF PROSPECTING?

Follow up with those people over time until they do buy.

42

How To Greet And Counsel With Customers MODULE 2

HOW DO WE GREET CUSTOMERS?

THE MOST IMPORTANT ACTION IN FRONT OF A CLIENT

PAY ATTENTION! 45

How To Perform An Excellent Presentation

GOALS OF AN EXCELLENT PRESENTATION

To use the information gathered during counseling to present to the customer, and focus the presentation that is focused on their needs.

47

GOALS OF AN EXCELLENT PRESENTATION

To make the right presentation—based on what the customer values.

48

How To Conduct An Excellent Demonstration

THE PRIMARY GOALS OF AN EXCELLENT DEMONSTRATION

It is the best way for the customer to develop "emotional ownership”.

50

THE PRIMARY GOALS OF AN EXCELLENT DEMONSTRATION

The customer experiences or observes how what you sell will work for them.

51

How To Close More Business

CLOSING

1

• When do you start closing?

2

• When do you start to close the sale?

3

• How do I learn to close the sale?

53

THE TRIAL CLOSE

“Is this what you would expect from_______?”

54

How To Negotiate

WHAT DO YOU NEGOTIATE ON?

56

SOME THOUGHTS ON FINAL NEGOTIATIONS

Few people mind negotiations and disagreements, if they feel they are being treated openly and fairly.

57

How To Perform An Excellent Delivery

DESCRIBE YOUR DELIVERY PROCESS You can have everything in life you want, if you will just help enough other people get what they want – Zig Ziglar

59

How To Follow-up With Customers

HOW TO FOLLOW UP Ask for Referrals

61

HOW TO FOLLOW UP

Use an Evidence Manual

62

Your GOAL is to simply conduct business in a way that provides clients with an experience that TURNS THEM INTO PROMOTERS!!!

Increase your Customer Loyalty Today!