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
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!