Customer-Relationship Coaching for Sales Professionals
My clients are top producers. They are skilled, confident professionals who know how to close a deal. They care about offering value to their clients. Their approach is strong and assertive.
On occasion, a customer interprets their sales approach as too aggressive, and a complaint gets made to management. That's where I come in.
Motivex, Inc.'s Customer-Relationship Coaching for Sales Professionals is a program that helps talented sales professionals overcome obstacles in their sales approach that may on occasion lead to customer dissatisfaction. Through this insightful and informative coaching program, sales professionals are able to add to their skills by enhancing their ability to communicate successfully to a variety of different customer types.
Program Goal
To uncover the communication style or selling approach that causes some customers to react unfavorably, then provide insight, advise, guidance, and techniques on ways to bolster client communication skills in the selling environment. The ongoing goal is to maintain successful and compliant sales activity with the highest possible track record of customer satisfaction.
Benefits
Improving customer communication skills leads to longer lasting client relationships, more referrals, and of course - happier clients who appreciate & trust you more. In addition, minimizing customer complaints is an important way to reduce potential compliance issues.
The Program
The program consists of three parts: first, a telephone coaching session; second, an onsite shadow-coaching session; and third, a follow-up telephone session.
Part One: Telephone Session 45-minute conference call between coach and client
Part Two: Onsite Coaching Session 4-hour in-person coaching session in client's office
Part Three: Telephone Session 45-minute telephone session held approximately 2 weeks after the onsite session
Areas of Focus
Communication Style Building Customer Relationships Client-Centered Customer Service Working with Different Personality Types Managing Dissatisfied Customers Non-Verbal Communication Needs-Based Selling Presentation Skills Listening Skills
The First Session
The first coaching session is where the Coach asks a series of questions for the purpose of understanding the Client better. We inquire about goals, preferences, strengths, concerns, perceptions, etc. It's at this stage where we are forming the foundation for how we are going to be best of help to our Client.
The Onsite Coaching Session
This in-person session is a combination of Shadow Coaching and one-on-one training.
Shadow Coaching is where the Coach observes the routine business interactions of the Client for the purpose of helping with skills development and self-awareness. Interwoven into the observation periods are exercises & discussions pertaining to the areas of focus. This real-time level of observation and discussion leads to a very effective form of training and skills development.
The Follow-Up Phone Session
After enough time has passed to put a new approach into practice (usually 2 weeks), a follow-up coaching session is conducted. Any remaining issues or concerns are discussed. If it appears that the Client could benefit from additional coaching support, that recommendation is made to management.
Shadow Coaching
Shadow Coaching may be the most effective form of behavior change. Shadow Coaching is a particular advanced application of reflective and observational coaching that provides one way for clients to go below the surface into the core dynamics of a situation, illuminating the truth of the moment and making decisions that move people forward.
Shadow Coaching is a real time learning approach in developing a refined self-awareness and capabilities in the workplace as a result of reflection on practice. It enables people, not only to benefit from the continuous presence of an observing coach over an extended period of time on a typical of workday, but also develops their own role as self-observer for the long term. It teaches clients to become reflective practitioners. This type of coaching is ideally suited to professionals who must make decisions and act adaptively in intense work environments. During the onsite Shadow Coaching session, performance training is woven in to the agenda pertaining to the following subject areas: building customer relationships, communication style, working with different personality types, managing dissatisfied customers, non-verbal communication, needs-based selling, client-centered customer service, listening skills, presentation skills, and any other area deemed relevant by the Coach for the skills development and performance improvement of the client. Much of the effectiveness will be based on the intelligence, openness and willingness of the participant.