Present
Moving Service Levels to Amazing – Make Your Service Department a Competitive Advantage!
February 2, 2016 Webinar
Questions? You may contact Jim at:
952-913-8998
Name ______
© Copyright 2/2016 Jim Pancero, Inc. Dallas TX
ABOUT JIM PANCERO
If you are interested…open… and ready to improve your team’s success, then Jim Pancero has answers for you. The proven selling philosophies, processes and structures Jim shares all have just one goal…to increase your personal “Powerhouse Selling Advantage.” The leading-edged ideas Jim shares have been researched, validated and fine-tuned through his over 30 years influencing and guiding top performers selling higher priced and/or competitively complex distribution materials, large equipment, or business services. Jim has conducted extensive work within the agricultural industry including training over 3,500 John Deere dealer team members in the US and Canada.
Even during a sixty-minute keynote, Jim’s combination of humor and real-world examples provides even experienced audience members who think they’ve heard it all before and are convinced there’s nothing new in sales with immediately implementable concepts that work. Jim’s proven concepts center on showing you ways to strengthen the messaging and positioning of your uniqueness and value, gaining more control of your selling processes, and strengthening your leadership team’s abilities to coach and lead in today’s hyper-competitive economy and global marketplace.
Jim’s background includes being a top performer selling large computer systems for the Data Processing Division of the IBM Corporation. During Jim's prestigious IBM career he earned several awards including the coveted "Golden Circle" designation annually awarded to the top 5% of their international sales force.
Since founding his sales training and consulting company in 1982, Jim has conducted over 3,100 speeches, in-depth seminars or consulting days for more than 600 companies in over 80 different industries. Over 90% of Jim's clients have utilized his ideas and services more than once. Jim has also been recognized by the National Speakers Association having earned their CSP (Certified Speaking Professional) designation and been inducted into their Speakers Hall of Fame. This combined honor has only been awarded to less than 3% of their 3,500 professional members.
For more on how to increase your competitive selling advantage visit Jim’s website, download his free Apple or Android mobile app, and check out his video clips on YouTube® (YouTube channel “2Sellmore”).
“We know you’re good. Now the only question is…are you ready to get
even better?”
TEMPLATE #1 – HOW DO YOUR CUSTOMERS VIEW YOUR SALES AND SERVICE TEAM?
TEMPLATE #2 – WHERE ARE YOUR CUSTOMER’S SERVICE TEAM AND SUPPORT LEVELS NOW?
- Write down the five best “things” your customer services team are doing now to
contribute to your customer’s experience
- ______
2. ______
3. ______
4. ______
- ______
- The four levels of customer service
- ______
3. ______
2. ______
1. ______
Suggestion – Show “How Impressive is Your Customer Service?” at a team meeting
- This 8-minute video asks you to evaluate your current (and future) customer service levels
from the buyer's perspective and then to discuss what you
plan to do about it.
- Video link: "How Can We Improve Our Customer Service?"
- Free at or on
- Great to share at a team meeting
THE EVOLUTION OF A COMPETITIVE ADVANTAGE
TO IMPROVE YOUR DEALER SERVICE LEVELS…
WHAT TYPES OF QUESTIONS ARE YOU ASKING CUSTOMERS?
A PROACTIVE IDEA – HOLD A YEAR-END KEY CUSTOMER SUPPORT MEETING
- Suggested agenda when talking with any commercial buyer:
1) Ask your commercial buyer how they have felt about your service and parts efforts
over the past year (or more).
2) Ask your commercial buyer about their satisfaction with your individual parts and
service support team.
3) Review their past service efforts, your response times, and parts availability.
4) Review the data proving your current parts inventory levels and pick rates.
5) Discuss any improvements or additions planned in the near term that would
positively impact this commercial buyer.
6) Ask what else you and your team could be doing to help improve their business.
7) Review your contact and emergency procedures when they need help (including
commitments of response times, etc.).
8) Review how often they would like you to contact them to review and check in with
how your support team is doing for them and their business.
SERVICE CAN BE A KEY IDENTIFIER OF DEALER SELLING OPPORTUNITIES
FIVE IDEAS, AS A TEAM, THAT CAN STRENGTHEN YOUR PREDICTABILITY…AND CUSTOMER SERVICE LEVELS – Page 1
1) Be their friend
- Everything else equal, people want to buy from people who like them
- Two universal motivators – Make someone feel loved and important
- Use your customertracking software to track important customer information (both business and personal)
- Make sure they feel they are talking to someone who is important (and can get things done for me as a customer)
- Have all team customers answer the phone using their full name
- Communicates power and importance
- Answering Mr. /Mrs. Jones is much too formal and pompous
- Answering with only your first name says you have no power and are not willing to take responsibility for the call
- Customers calling in will always think your office and staff are three times larger than you really are (until they visit your office)
2) Keep thinkingand offering “complete solutions”
- How can you package products and services to define what a best order is that helps
the customer with a complete solution?
- Customer ordering an office filing cabinet is asked if they also need extrafile
folders
- Offer (in low pressure suggestive language) additional products or services normally needed when ordering the product they asked for
- “If you are ordering new brake pads you usually want to replace the brake springs at the same time. Have enough on hand?”
- Work with your team to define the products/services you offer that will benefit
from you offering a more complete solution to a customer
FIVE IDEAS, AS A TEAM, THAT CAN STRENGTHEN YOUR PREDICTABILITY AND CUSTOMER SERVICE LEVELS – Page 2
3) Take customer problems one “proactive step” further
- It is the extra things your team does (or initiates) that give you a competitive edge (and customer loyalty)
- Proactive efforts by your team need to be defined and approved so your team
customers know they will not get in trouble for offering something extra or different than normal
4) Say yes to everything
- Answering no puts the pressure of rejection on you. If you say yes the pressure is
now on your buyer
- “Yes if”
- “Yes when”
- “Yes but”
- Practice/role play with your service team how they could say yes to yourtougher
customer questions
5) Stabilize your most important customer groups
- What are you doing to build multiple customer connections to insure you are not just one car wreck away from losing thiscustomer?
- Ask important customers about their opinions on a topic relevantto your industry or challenge to their business
- I feel important (and feel more connected to you) if you are asking myopinion
VISIT PANCERO.COM TO ENHANCE YOUR
SALES AND SALES MANAGEMENT TRAINING
- Blog Articles for Sales Pros and Sales Managers to help you with In-House training. Each article has a "Print & PDF" button that will format the article for your printer or create a PDF, your choice.
- MP3's - MP3 audio training by Jim that you can listen to while on the go, can be played from your phone or tablet.
- Videos - Watch training videos from Jim. Sales and Sales Management topics are covered, including new videos covering SWAT Team Selling and more coming so bookmark the site.
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TAP INTO THE APP!
Have Jim’s expertise at your fingertips, Videos, Audios, Articles, Sales Evaluation, available anytime to help sharpen your selling and sales management skills. Available now for iPhone, iPad, Android, Tablets. Search for: Jim Pancero
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Evaluate Your Skills! Free 20 Question Sales and Sales Leadership Tests!
The 20-question multiple choiceSales Evaluation for sales repsis a comprehensive analysis tool designed to help you as a sales rep increase awareness of your strongest selling skills, as well as the skills that, if improved, could most help you increase your selling abilities.
The goal of the 20-question multiple choiceSales Leadership Evaluation is to help improve your ability to lead a sales team. By answering these evaluation questions, you can learn specific skills that could improve your leadership success.
Both tests can be taken multiple times to see how your skills are increasing and all tests results and analysis are instantly available online and emailed.
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