Margaret McKoin, President and Chief Marketing Officer, The Time ...
Margaret McKoin, President and Chief Marketing Officer, The Time ...
Margaret McKoin, President and Chief Marketing Officer, The Time ...
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<strong>The</strong> “Personal” Sales Experience<br />
Presented by:<br />
<strong>Margaret</strong> <strong>McKoin</strong>
A Picture Is Worth A Thous<strong>and</strong> Words<br />
• How easy is it for potential customers to find<br />
your locations?<br />
• What is their first impression when they drive<br />
up?<br />
• What does the picture look like when they<br />
open the door?<br />
• Is your store clean <strong>and</strong> does it smell good?<br />
• What is the impression they see on the faces<br />
of your employees?
A Picture Is Worth A Thous<strong>and</strong> Words<br />
• Are they greeted? Welcomed? Or does it feel<br />
like self-service?<br />
• Is your staff wearing Bluetooth Headsets?<br />
• Are they carrying a Smartphone or<br />
BlackBerry?<br />
• Are your phone displays working or fall apart<br />
when the customer picks them up?<br />
• Does your staff ask important qualifying<br />
questions or mention current promotions?
A Picture Is Worth A Thous<strong>and</strong> Words<br />
• Does your staff ask “How many cell phone users<br />
do you have in your household?”<br />
• Do they demonstrate “Picture Messaging”?<br />
• Do they demonstrate “Text Messaging” to older<br />
demographics? Gr<strong>and</strong>kids like texting<br />
Gr<strong>and</strong>parents!<br />
• Is your staff able to demonstrate all the features<br />
on your BlackBerry <strong>and</strong> Smartphones?<br />
• Can they show a customer how to get to<br />
FaceBook, check email, get basketball<br />
scores, weather or news?
A Picture Is Worth A Thous<strong>and</strong> Words<br />
• Do you have graphics <strong>and</strong>/or video in your<br />
stores that motivate customers to ask<br />
questions <strong>and</strong> request demonstrations of new<br />
features/services?<br />
• Are your employees motivated through<br />
training/incentives/other to mention your<br />
data services to every customer?<br />
• Do you have h<strong>and</strong>s-on coaching taking place<br />
in your stores daily/weekly?
A Picture Is Worth A Thous<strong>and</strong> Words<br />
• Are you hitting your sales <strong>and</strong> retention goals<br />
monthly? If not, revisit slide 1-5
A Picture Is Worth A Thous<strong>and</strong> Words<br />
Let’s talk about how to<br />
enhance a “Personal<br />
Sales Experience”<br />
First you have to look at every part of<br />
your current sales experience from the<br />
customers point of view not<br />
yours………
<strong>The</strong> Experience<br />
• Must Be Pleasant<br />
• Needs Must Be Met<br />
• Must Be Worth Talking About<br />
When all is said <strong>and</strong> done, if the experience is<br />
worth talking about positively YOUR COMPANY<br />
will be selling products/services <strong>and</strong> making<br />
money!
A Picture Is Worth A Thous<strong>and</strong> Words<br />
How can you be sure you are delivering<br />
“the right kind of personal experience”?<br />
• Have yourself mystery shopped regularly<br />
• “Take Pictures” yourself as if you were the<br />
customer walking through the entire process<br />
• Survey new customers within a week of signing up<br />
for service<br />
• Monitor, Coach <strong>and</strong> Reward the behavior you<br />
expect
A Picture Is Worth A Thous<strong>and</strong> Words<br />
• What happens when you achieve a reputation<br />
for “a great personal experience”<br />
– Gross sales increase<br />
Gross sales increase<br />
– Accessory sales increase<br />
– Data sales increase<br />
– Referral business increases<br />
– Churn decreases<br />
– Employee morale rises
Thank You<br />
margaretmckoin@aol.com<br />
www.timeadagency.com<br />
817-403-0866
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