Category Archives: March 2012

The Customer Is Always Right…right?

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Do you believe in the adage, “The customer’s always right”? Nordstrom’s is famous for their customer service and the story is told of a customer who returned a used tire and received a refund from Nordstom’s…and they didn’t even sell tires! You may think that’s a stretch but if you want to be known for exceptional customer service maybe that’s what you need to do.

These days, it’s sad to say that finding even “good” or “adequate” service is difficult. The video message below tells you about my experience while visiting my sister in Tucson. A seemingly uneventful visit to a salon for a pedicure turned into an awkward customer situation. Fortunately, I wasn’t the customer involved. Had I been, I don’t think I would have been as nice as this customer was.

So, where do you stand with regards to “The customer is always right”? Even if they’re wrong, there’s always something you can do to remedy the situation without embarrassing the customer.

Click below to watch this week’s video!

Adapt for Increased Sales – Putting It All Together

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Over the last four weeks, I’ve introduced you to the four primary behavioral styles – how to recognize them and, more importantly, how to adapt for increased sales. Now it’s time to put this theory into practice, if you haven’t done so already.

Generally speaking, you can recognize one’s primary behavioral style through simple observation and conversation. All you need to do is answer two questions –

Question #1: Is the person Outgoing or Reserved? In other words, when they walk into the store, do they make a general comment or do they walk right up and start a conversation with you? It’s easy to recognize the outgoing types. Outgoing types are either High D – Dominants or High I – Influencers. The customers who politely engage you in conversation or wait for you to engage with them – they’re Reserved and they are High S – Steadiness and High C – Compliance.

Question #2: Is the person Task-oriented or People-oriented? Task-oriented people want to get down to business immediately. They’re either direct or demanding (High D) or simply uncomfortable engaging in small talk (High C). People-oriented individuals want to have a fun and memorable experience with others (High I) or are polite and friendly (High S).

Putting it together, High D is Outgoing and Task-oriented / High I is Outgoing and People-oriented / High S is Reserved and People-oriented / and, High C is Reserved and Task-oriented.

How do you Adapt? DiSC Customer-Focused Selling Skills

Here are two ways you can practice the language of DISC each and every day:

(1)    Think about the people you interact with every day. What DISC style do you think they represent? How can you best engage them with what you have learned about yourself and their style?

(2)    After every customer interaction, think about what DISC style you thought they represented. How different was their style to yours? What did you do to adapt your style? What could you have done differently?

Any time we learn a new language, we have to practice it or we’ll lose it. Want to be more successful in sales, practice-practice-practice!

Click below for this week’s tip…LIVE from Tucson, Arizona!

Adapt for Increased Sales – Part 4 – High C Buyers

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So far, we’ve identified the High D buyer who wants you to be quick, specific and to the point, the High I buyer who wants you to be fun, responsive and positive, and the High S buyer who wants you to be patient, pleasant and understanding.

Last but not least is the High C buyer. According to DISC theory, “C” stands for compliance. High C types appreciate facts and figures, so quality and perceived value are more important to them than a High D’s need for control, a High I’s need for approval or a High S’s need for stability. High C buyers are interested in full explanations, facts, details and documentation – so you better be prepared!

High C types tend to walk fast and with a purpose. When shopping that means they go right to the product they want. You’ll also recognize the High C by the papers, brochures and other information they have with them. High C’s do hours of research, usually online, to find the best value for what they’re looking for.

As you might imagine, High C types tend to buy proven products that have a history of quality and a high perceived value. You will earn trust with this buyer if you can provide written facts to back up what you tell them about product performance and reliability.

Many times, High C types are perceived as cold or aloof. The truth is, High C’s are just more comfortable speaking about facts and figures than in making small talk.

Typical questions in the High C Buyer’s mind:                                                                   -       Is this a proven product?                                                                                             -       How does this product compare to others?                                                                 -       What qualifications do you have?                                                                              -       How long have you been in business?

Phrases/questions you can use with a High C Buyer:                                                        -       “Our research shows this is the best option.”                                                              -       “What other information can I provide to help you?”                                                  -       “What criteria are most important to you right now?”                                                 -       “Based on your research, which one would you choose at this point?”

Bottom line, C types want you to be Accurate, Accountable and Analytical. Their basic motivation is quality answers and values. The more knowledgeable you are, the more trust you’ll earn with them. You can expect repeat business from a High C buyer if you have established yourself as the product expert.

Follow these tips when selling to a High C buyer and watch your sales figures rise.

Click below to watch this week’s video!