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Always Be Closing (ABC)

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Page 1: Always Be Closing (ABC)

Always Be Closing (ABC)

Page 2: Always Be Closing (ABC)

Customer Satisfaction

Page 3: Always Be Closing (ABC)

Course Objectives Learn how to make more money by

focusing on satisfaction rather than profit

Learn how to beat competition by offering more value instead of lower prices

Page 4: Always Be Closing (ABC)

Make this your mission

““Satisfy your customer, Satisfy your customer, and the profits will take and the profits will take

care of themselves.”care of themselves.”

Page 5: Always Be Closing (ABC)

Business principles Sell people, not products

Offer quality and value, not low prices

Satisfy the customer, not matter what it takes

Shorten the Trading Cycle

Page 6: Always Be Closing (ABC)

Customer Satisfaction is Everyone’s job

It has to be in the minds of all employees every time they interact with a customer.

Page 7: Always Be Closing (ABC)

The Ten Commandments of Customer Satisfaction (DON’T Commandments): Never gouge a customer Never pay a percentage of gross profit Never say it can’t be fixed Never over-promise, always over-perform Never concentrate on profit

Page 8: Always Be Closing (ABC)

Always treat a customer as a person Always give a fair deal Always take care of the customer at all levels

of management Always fix it right the first time Accept getting beaten sometimes

The Ten Commandments of Customer Satisfaction (DO Commandments):

Page 9: Always Be Closing (ABC)

Remember…

““Never cut your prices to Never cut your prices to boost sales. boost sales.

Instead, increase quality Instead, increase quality and value.”and value.”

Page 10: Always Be Closing (ABC)

Efficiency

““Satisfying the customer is Satisfying the customer is one of only two ways to one of only two ways to

success. The second is to success. The second is to be more efficient than the be more efficient than the

competitors.”competitors.”

Page 11: Always Be Closing (ABC)

Operational Excellence

““Operational Excellence Operational Excellence means providing customers means providing customers

with with reliable reliable products or products or services at services at competitive competitive prices prices

delivered delivered with a minimal with a minimal amount of inconvenience.”amount of inconvenience.”

Page 12: Always Be Closing (ABC)
Page 13: Always Be Closing (ABC)

NetworkingBe a Better Performer

Page 14: Always Be Closing (ABC)

Why Network?

“Give me a lever long enough and a fulcrum on which to place it, and I shall move the world”

- Archimedes

Page 15: Always Be Closing (ABC)

How to create network opportunities

Friends Birthdays Social occasions Volunteer work Organizing social events (school

colleagues) Work weak links

Page 16: Always Be Closing (ABC)

Self Presentation

Be short Clearly outline what you are able to do Use humor when appropriated Be careful with your look Look directly to people Use your hands and body In one word :

Seduce

Page 17: Always Be Closing (ABC)

Professional Network – Degrees of Separation

Page 18: Always Be Closing (ABC)

Final Thought

“Often we do not understand how much power does a touch, smile, pleasant word, ability to hear, concern, and sincere compliment has - these things can change our life's.” (Leo Buscaglia)

Page 19: Always Be Closing (ABC)

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