Hey Retailers – stop whinging and start caring!

By / / Attitudes & Behaviours, Brand & Reputation, Customer Service

Over the past few months there has been a plethora of editorial regarding the decline in retail sales. Amongst other things, an argument being put forward by traditional retailers for these poor sales numbers is the unfair advantage Internet traders have because many don’t have to charge GST for products under $1,000. This, claim the brick and mortar retailers, makes it impossible for them to compete and still be profitable. Never mind that international retailers have recently opened (brick and mortar) stores in Australia and are making a profit; never mind too, that most retailers have steadfastly refused or learned …

Hey Retailers – stop whinging and start caring! Read Post »

Sales Lessons out of the mouths of babes

By / / Attitudes & Behaviours, Business Acumen, Communication, Emotional Intelligence, Life Skills

‘Out of the mouths of babes’ is one of those expressions you hear adults utter occasionally. Often amazed at the remarkable or insightful things children say, I think we do children an injustice by thinking this is an infrequent or rare occurrence. The many children I have met over the years are very perceptive, smart and able to see through weak arguments and call people on them, even if the children, themselves, have not acquired the worldly experiences we accumulate as adults.

You may recall that I wrote an article a couple of years ago titled, ‘ Sales Lessons out of the mouths of babes Read Post »

On your marks… Get set… GO!

By / / Attitudes & Behaviours, Education in Sales, Life Skills, Sales Training, Self Development, Self Promotion, Success

A prosperous life after elite sport is critically important to elite athletes as many of them have dedicated the best part of their lives (some into their 30’s) pursing excellence in their chosen sport often leaving education or business pursuits on the side.  These elite athletes know that achieving excellence in sport requires dedication, determination, discipline and sacrifice.  So what do you do career wise after a life in elite sport?  Or what can you do business wise while still pursuing your sporting goals?

These are just two of the many questions asked by the ACE (Athlete Career & Education) advisors …

On your marks… Get set… GO! Read Post »

Never ask a customer what they want

By / / Attitudes & Behaviours, Collaboration

Do not ask customers what they want when it comes to creating and introducing new technology and innovations. Why? Because according to leading voice on innovation, Scott Anthony, MD of Innosight Asia Pacific, ‘customers lie all the time… not intentionally of course, but because they cannot tell you what they want in terms of new technology, especially disruptive technology until it is in front of them.’  If you don’t know what you don’t know, how can you know what you want?

These are just some of the conversations taking place at the Ci2012 Creative Innovation conference ‘Wicked …

Never ask a customer what they want Read Post »

The polarisation of selling & buying

By / / Attitudes & Behaviours, Complex Selling & Transactional Selling, Education in Sales, Sales Driven Organisations

Watch out for polarisation of sales strategies and sales teams as the middle ground begins to disappear in 2012. We will see leaders re-think their sales force structures and go-to-market strategies as products commoditise and real margin value shifts to ideas, education, innovation and results.  ‘The Polarisation of selling & buying’ is the 9th Sales Trend for 2012 voted by our readers.

In the 21st Century a sales-driven organisation needs …

The polarisation of selling & buying Read Post »

The Sales Brain – using neuroscience to sell

By / / Attitudes & Behaviours, Brain Science, Neuroscience, Neuroscience in Sales, Resilience, Sales Psychology

The science is clear, our success resides in how we use our brains – our brains can continue to learn, grow and adapt until the day we die. In 2012 and beyond we are seeing neuroscience and neuropsychology become the topics du jour for sales teams.  Learning how to train and in many instances, retrain our brains to incorporate effective thinking and habits will see brain smart sales teams forging new neural pathways leading to greater sales success.  ‘The Sales Brain – using neuroscience to sell’ was voted the …

The Sales Brain – using neuroscience to sell Read Post »

Hot bath turned cold – ditch the Rah Rah

By / / Attitudes & Behaviours, Coaching, Education in Sales, Sales Coaching, Sales Culture, Sales Results, Sales Skills, Sales Training

Have you ever heard the expression “Hot bath turned cold’? Perhaps not, however if you have been involved in the sales training industry or sales management it is a term that is synonymous with the quick, sheep dip, Rah Rah motivational sessions that business leaders and sales managers run for their sales people in the hope that they will sell more.   Sadly the opposite is true.  At the very best these ‘hot bath’ motivation techniques can provide entertainment value, however at worst they can do more harm than …

Hot bath turned cold – ditch the Rah Rah Read Post »

What customers really want from their suppliers

By / / Attitudes & Behaviours, Competition, Customer Service, Education in Sales

Most salespeople will be quick to tell you that their customers say what they care most about is product and price. It goes further. When salespeople lose out on a deal the first thing they tell management is that the product quality wasn’t up to scratch or the price was too high.

Yet the studies we have conducted and most of the feedback we get from our clients’ customers is that the most important thing is having a What customers really want from their suppliers Read Post »

Intuitive CRM

By / / Attitudes & Behaviours, Brand & Reputation, Complex Selling & Transactional Selling, CRM

‘Intuitive Customer Centric CRM’ was voted by our readers as the number 10 Sales Trend of the 12 Sales Trends of 2012.  The goal of a CRM solution should be to drive growth (i.e. revenue) and maximize efficiencies (i.e. profit) in business practices and processes developing relationship management (sales) with customers at the centre of every decision.

However, for too long CRMs and sales automation have essentially been technological concepts foisted on salespeople by IT specialists who convinced management (not sales) that CRMs and SAs would …

Intuitive CRM Read Post »

Delivering “good service” isn’t enough

By / / Attitudes & Behaviours, Brand & Reputation, Competition, Customer Service, Marketing, Sales Driven Organisations, Sales Relationships, Sales Skills, Teamwork

I was impressed by a brief but excellent ABC News Video on the impact of social media on a business’ reputation and brand, especially when things go wrong and that to reduce or eliminate any negative publicity issues to begin with starts with something rather old fashioned – delivering Service. This got me musing about and the importance of good ‘ol fashioned customer service’ and what it really means today in a digital world.  The team has proposed we adopt C.A.R.E. as our mantra.

What is C.A.R.E. about?

Everyone knows that delivering good customer service is a fundamental building …

Delivering “good service” isn’t enough Read Post »

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