By Colleen Stanley
Even expert salespeople buckle in difficult promoting situations—getting protective with clients who problem them on cost or too fast caving to strain. these are examples of the fight-or-flight response—something salespeople learn how to stay away from after they construct their emotional intelligence.
Studies have proven that emotional intelligence (EI) is a robust indicator of good fortune. In Emotional Intelligence for revenues good fortune, revenues coach and professional Colleen Stanley indicates how heavily EI is tied to revenues functionality and the way salespeople can sharpen their talents to maximise effects. Readers will discover:
Emotional intelligence performs an important function at each degree of the revenues strategy, from company improvement to ultimate the deal. while clients can get product details and value comparisons on-line, the genuine differentiator is the power to deftly resolve difficulties and construct relationships—EI territory!
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Additional resources for Emotional Intelligence for Sales Success: Connect with Customers and Get Results
Example text
Everyone would benefit, and special rewards would go to employees who rendered outstanding customer service. The task begins with hiring the right people. You have to assess whether job candidates have not only the right skills but also the right attitudes. I was always struck by the fact that most people chose to fly Delta Air Lines from Chicago to Florida when they could have chosen 32 Team-Fly® Customer Orientation 33 Eastern Airlines, which offered the same flight schedule. The difference: Delta hired its flight crews from the Deep South where friendliness is the norm; Eastern hired its flight crew from New York City.
But don’t make too big a claim. ” Guest complaints were so high that the slogan “No Surprises” was mocked, and Holiday Inn quickly canceled this slogan. Customer satisfaction is a necessary but not sufficient goal. Customer satisfaction only weakly predicts customer retention in highly competitive markets. Companies regularly lose some percentage of their satisfied customers. Companies need to focus on customer retention. But even retention can be misleading, as when it is based on habit or an absence of alternative suppliers.
A customer-oriented company visualizes a different approach, called senseand-respond marketing: Customers → Channels → Offerings → Inputs → Assets By starting with an understanding of customers, the company is in a much better position to develop appropriate channels, offerings, inputs, and assets. ustomer Relationship Management (CRM) Everyone is talking about customer relationship management (CRM) as the new panacea. Yet it is an empty term until it is defined. Some people define it as the application of technology to learning more about each customer and being able to respond to them one-to-one.
