How to increase revenue through Customer Satisfaction
Wednesday, May 6, 2015
10:45 AM - 11:45 AM
Revenue generation does not end with Sales. Every customer interaction is an opportunity to realize revenue growth, and by extension, value to the customer, and the customer’s value to your company. Just as Sales sets expectation around customer experience, Customer Service can drive revenue growth not only by enhancing the experience, but by engaging the customer in a proactive fashion, specifically focusing on the customers Objectives, using Objectives as a means of expanding the conversation and resulting opportunity and purchase. The number one question successful sales people have and leverage is “How can I help the prospect achieve their objectives?” Answering that question helps close the sale. The same question can and should be repurposed and adopted by customer care professionals: “How can I help the CUSTOMER achieve their objectives?” We will focus on aligning each conversation with client’s objectives, the elements and factors of those objectives customer care professionals can leverage. We will also look at how customer care professionals can identify potential objectives and related talking points to ensure relevance for the customer, and sales for your company. Lastly, how to approach and avoid interrogating a customer, and instead open up the opportunity through structured and planned conversation.
About the Speaker
Tibor Shanto, a sales leader for over 25 years, helping companies achieve and improve their revenue goals. Initially as a sales rep, then progressing to leadership roles with companies including Globe and Mail, Dow Jones, Factiva and Reuters. Tibor has been called a brilliant sales tactician, helping sales teams and organizations to better execute their sales process. As a principal with Renbor Sales Solutions, working with leading B2B sales organizations improving critical aspects of their sales cycle, including shorten sales cycles, increase close ratios, and create double digit growth through the execution of their strategy by using the right combination of strategic and tactical execution supported by metrics and our Follow-Through Action Plan. Tibor has worked with leading companies, helping them achieve sustained behavioral change and success. Tibor co-authored the award winning book Shift!: Harness The Trigger Events That Turn Prospects Into Customers, and contributor to Globe and Mail Report on Small Business, Salesforce.com, Office Technology magazine, The Huffington Post, Today’s Trucking, has appeared on Business News Network and CHCH-TV. Tibor ranked 8th on the Top 30 Social Salespeople In The World – Forbes.com 2014, and his blog The Pipeline won the gold medal in Top Sales World Awards for 2013.