IKI kasininkas

Tiek maloniai mane praeitą savaitę nustebino IKI kasininkas, kad praėjus daug laiko vėl grįžau prie blogo rašymo. Visų pirma tariu giriamąjį žodį IKI interjero permainoms parduotuvėse. Na o praeitą savaitę apsipirkinėjau naujojoje IKI Gedimino pr. (vietoj buvusios BG aksesuarų parduotuvės). Kadangi parkavimo aikštelės ten nėra, mašiną palikau gerokai už kampo - Smetonos gatvėje. Prisikroviau pilną krepšį įvairių produktų ir patenkinta laukiau savo eilės. Viską paskaičiavus ir sudėjus į maišelius, paaiškėjo, kad ne mano jėgom tą gėrį panešti, bet man net nespėjus susivokti kasininkas pasisiūlė viską nunešti iki automobilio. Jis greit pakvietė kitą darbuotoją aptarnauti likusių klientų, o pats paėmęs maišus kuo ramiausiai juos nešė. Aš nuo tokios netikėtos pagalbos buvau visiškai apstulbus, bet spėjau paklausti jo vardo (gaila nepamenu) ir ar tai leidžiama jam daryti, kasininkas su šypsena veide atsakė: "jeigu klientui reikia padėti, tai kaip gali būti neleidžiama to daryti". 

Mokinė La Crepe

Šįryt pusrytinę kavą gėriau Panoramos prekybos centre įsikūrusiame La Crepe. Apšnekėję reikalus ir išgėrus kavą su kolege dairėmės, kur dingus mūsų padavėja. Visai šalia pamačiau vieną iš padavėjų ir jai einant pro šalį paprašiau, kad mums paskaičiuotų ir kad būtų greičiau jos pasiteiravau: "gal žinote, kiek pas jus kainuoja Latte?", padavėja žvilgterėjo ir mane ir kone maldaujančiu balsu atsakė "Tik jau jūs manęs to neklauskite!". Mano žvilgsnis greitai nuslydo prie vardo ženkliuko ir pamačius užrašą "mokinė" beliko nusijuokti ir paprašyti surasti mūsų padavėją. Tiesa pasakius mokinės atsakymas mus tikrai labai prajuokino, bet kartu aptarėme, kaip turėjo teisingiau ji pasielgti:

1. Galėjo žvilgterėti į palei nosį gulintį meniu "minutėlę, tuoj pažiūrėsiu"

2. Lukterėkite, aš tuoj išsiaškinsiu ir jums atsakysiu.

3. Ar bent jau nuoširdžiai pasakyti "labai atsiprašau, šiandien pirma mano darbo diena, dar nespėjau įsidėmėti kainų, tuoj pakviesiu jūsų padavėją". 

Coffee Inn: Dalinkis meile

Respectas Coffee Inn'ui uz paprasta ir nebrangu buda susigrazinti klientus pakartotiniam vizitui. Panaudojo ta pacia iprasta pakuote, pasigamino antspauda su mielu uzrasu "Dalinkis meile" ir uzdeda ja visiems, perkantiems kava. Gali padovanoti sia pakuote savo mylimam zmogui ir uzsukus su ja vasario 14aja (meiles diena) i Coffee Inn, klientas gaus kava nemokamai. Paprasta.

Snow arena Druskininkuose

Nors Druskininku Snow Arena del savo ilgu eiliu prie keltuvu ir prastoko aptarnavimo jau buvo apipinta liudnomis istorijomis, musu tai neisgasdino ir savaitgali isbandeme ju paslaugas patys. Pasirinkome strategija vykti sestadienio vakara. Trasoje atsidureme apie 16 val ir musu nuostabai minetu eiliu visai nebuvo, lygiai tas pats nutiko ir sekmadienio ryta, kuomet i keltuva pavykdavo beveik iciuozti.

Na bet si karta ne apie trasas, ne apie eiles ir net ne apie darbuotojus, o apie pacia snow arena. Keistai mums nustebino ant trasos virsunes isikures "Ledo baras", kuriame nepastebejau per dvi dienas nei vieno kliento. Ir kas galetu eiti i ledo bara, kai aplinkui ir taip salta? Po sporto sniege, labiausiai norisi prisesti prie zidinio, suvalgyti garuojancios sriubos, susilti, o ne dar labiau atsalti ledo bare. Toks siltas baras yra trasos virsuneje, su nuostabia panorama ir karsta arbata. Ta bara kas karta matai keliantis keltuvu, deja, net ir labai noredamas i ji patekti negali, nes iejimas yra uzrakintas, kabo uzrasas "tik personalui". Kad patektum i sia oaze turi leistis zemyn, iseiti is arenos, apeiti ja lauke is kitos puses ir tuomet uzkilti i bara. Idomu, kiek potencialiu pajamu negauna baro savininkai del sio "nuostabaus" sprendimo neleisti i vidu slidinejanciu?

What Drives Customer Loyalty Now

By Tom Searcy 2012 01 13

Kaip ir nieko labai naujo, bet svarbiausia nepamirsti ir naudoti tai darbe!

If you think customer loyalty is driven by personal relationships or because of your hard work, then not only are you wrong--but you're putting your revenue at risk.

The reasons for customer loyalty have changed dramatically in the past decade, according to research published in the book, "The Challenger Sale" by Matthew Dixon and Brent Adamson. Relationships and hard work now come in second and third on the list of what customers value most--and what will drive them to change providers.

Instead, customers today are looking for sales people to be experts--not in the products or services that they offer, but rather in the customer's own business. Sales people who can demonstrate that expertise in the sales process are winning big deals away from formerly entrenched competitors.

Here's how customers consider your value, from lowest to highest:

• If you know your product, you are a human catalog
• If you know your services, you are a technician
• If you can match your products and services to the customer's needs, you are asales person
• If you know a customer's problems and business, you are a consultant
• If you know a customer's industry, market challenges and competitors, you are an expert

Customers are moving their business from sales people to experts. If you want to be the big winner in your market, you have to increase your expertise and demonstrate that expertise in meaningful ways to your customer.

Here's a course of action.

1. Learn your customer's industry, business challenges and competitors.You don't have to become an encyclopedia of information to be of increasing value. Instead start with just a few steps:

• Read and subscribe to your customer's industry's top two or three blogs.
• Put keyword notifiers in your Internet search tool for the top three or four key terms for your customer's industry issues.
• Read the trade association newsletters and website materials of your customer's industry.

2. Ask your customers about changes in their industry. Focus on these four categories: technology, regulation, mergers/acquisitions and innovations. These categories are forward-looking and often are the market drivers with which customers need the greatest help.

3. Suggest how you might help your customers. Explain how your products and solutions address their upcoming challenges. When you are demonstrating expertise, the language you use is important. Focus on their issues more than your offerings. Use the language of:

• Time: How you can help them to be faster and more responsive to the market and to compliance deadlines.
• Money: Saving and making money is always a motivation for a buyer considering the value of expertise. In addition, there is the measurement of money in relationship to the market. How will working with you change their position in the marketplace in the area of value, price, cost or share?
• Risk: The impending negative impact of something that you point out can be a powerful motivator for action. Loss of market share, penalties for non-compliance and the risk of being technologically overrun by competitors are all threats that can help customers see you as a valuable expert.

Achieving a level of expertise value has a big impact on customer loyalty. Increasing your relevant expertise can help you trump your competitors' hard work and personal relationships.

Observe your guests

There is no better source of data about the guest than the guest himself may provide to us. It is true that, unfortunately, we do not always have enough data about the guest prior to his arrival; hence we must get it while we interact with him in our daily attendance.
However, it is also true that fortunately the guest is constantly transmitting information, although much of it goes unnoticed as we are not adequately prepared to grasp.

Use an old technique - observation. This is an action performed by human beings to identify, collect and assimilate information. In order to make good use of observation we need to answer some questions like:

1 - Who is the observer? All those who are involved in the attention to the guest, become observers capable of examining carefully the guest or interact with him through their own senses.

2 - Why should we observe? First of all we should be convinced of the importance of observing the guest, for it gives us the possibility to obtain information types which start emotional and differential meanings in the guest, the prelude to his fidealization.

3 - What should we observe? The observation of the guest is directed to aspects such as his body language, behavior, habits, actions and reactions, likes,dislikes, preferences, belongings, that is, everything related to his emotional and behavioral patterns.

4 - When should we observe? The observation is continuous, provided that the guest is detected by an observer across all the Hotel sites the guest usually visits, places that become par excellence observation posts. One of the key advantages of observation is, quoting Van Dalen and Meyer (1981): "Observation provides one of the fundamental elements, the facts," which are merely validations for what is observed, say an example:

Every morning we notice that the guest gets up early, always at the same time, go to the gym and comes back eating an apple. Which facts do we get from this observation?

1-The habit behavior, i.e. his wake-up time and activity to be performed.
2-The food preferences: fruits and specifically, apple in this case.

How will those facts influence our daily attendance?

• Offer a wake-up call service at the usual time in anticipation of his order to guarantee that he can perform his daily routine.
• Let apples in the room’s fruits basket or make sure that there are apples among the fruits offered at the Spa.
• Offer power drinks or leave some of them in the room’s mini bar.
• Surprise him arranging a relaxing bath in the hot tub after having finished his physical activity.
• Use the tool my habit-your habit (see article The Experiential Hospitality and habit of the guest) as a link booster to obtain new data.

Most significantly, the use of observation, being part of the daily care offered to guests, makes that the observable events (information or data taken from the guest) are produced as naturally as possible and without any influence from the observer or any other factor, so that the guest never feels observed. This facilitates to surprise him with special details he perceives as unique and of his own, which therefore, will have an important effect on his emotional satisfaction.

“How did you know…?” Or “How did you realize…?” They are two of the questions from guests I enjoy most about, especially if accompanied by a big smile of satisfaction.

Osvaldo Torres Cruz
Hotel Butler
Guest Experience Advisor

Vero cafe cross sales

Jau ne pirma karta buvau maloniai nustebinta Vero Cafe, esancio Jasinskio g., darbuotoju (gaila nepaklausiau vardo). Pirma karta apsilankius ir uzsisakius kavos, jis maloniai man pasiule prie kavos isigyti Zmoniu zurnala. Mano nuomone sauni ideja - kava ir zurnalas puikiai dera, o pasirinktas zurnalas yra pats populiariausias Lietuvoje, tad sioje vietoje cross sale pardavimai neabejotini. Siandien tas pats darbuotojas man prie kavos pasiule saldumynu ir tikrai nuosirdziai bande itikinti, kad verta si karta nesusilaikyti ir isbandyti ju sviezia bandele:)

Druskininku kepyklele

Sia istorija pasidalino kursioke (beje pasidalino su visu 50 asmenu kursu - word of mouth galia!), su kuria pries kelis menesius turejome isvaziuojamasias paskaitas Druskininkuose. Taigi, per petraukele nuejo kursiokes i netoliese Spa Vilnius esancia kepyklele. Svieziu bandeliu ir kavos kvapas viliojo tiesiog is lauko. Bandeliu pasirinkimas sioje kepykleleje tikrai nemazas, tad sulaukus savo eiles ir niekaip nenuspresdama, kuria bandele paragauti, kursioke pasiteiravo pardavejos: "kokia bandele Jums skaniausia?" ir cia ji sulauke atsakymo is nelabai patenkintos pardavejos: "Jokia"...

The Email Marketer's Success Kit: Five Trends for 2012

Labai trumpos ir aiskios rekomendacijos apie email marketinga. Dalinuosi su Jumis, ka perskaiciau Maciej Ossowski straipsnyje skelbtame 2012 m. sausio 3d.

This article is about:

Five email marketing trends that'll hold strong in 2012

Why knowing customer preferences is pivotal to email marketing

The email marketing environment shifts especially swiftly, so let's take a look at some of the key trends that dominated the game in 2011 and that will surely continue to reign this year.

1. The R Word

Some email marketers hate the term, but hey, relevancy is here to stay. Email service providers, such as Gmail or Hotmail, continue to develop new ways to prioritize messages with a very individual approach. Newsletters no longer have to be marked as spam to disappear from one's inbox.

Considering the ongoing emphasis on features such as Gmail's Priority Inbox or Hotmail's Sweep functionality, senders need to ensure the relevancy of their offers. Gone are the days of "batch and blast." 2012 is all about tailor-made offers matching the recipients' preferences. If you miss that, you will lose conversions, decrease your sending reputation, and wind up in the junk folder.

2. Personalization 2.0

Is anyone still impressed by the plain "Hello, (first name)" type of personalization? The answer is no, and it's high time to take email personalization to the next level.

This year will be all about using customer data for newsletter content. Purchase history, website activity, and customer relationship management (CRM) data will be used widely among top retailers to ensure that their emails are as personal as possible.

If you hadn't started collecting the "finer" data yet, this past holiday season would have served as a great opportunity to learn more about your customers so you could send them more personalized emails this year.

3. Click "Send" Less Often

Clicking the "send" button less often is something you should definitely do over the next 12 months. Don't get me wrong; that doesn't mean that you should send fewer emails. Communication is becoming more and more event based, so the subscriber should actually prompt your sending of an email in most cases.

How? That's easy. Here are some examples:

• Sending emails when a customer abandons her shopping cart
• Sending welcome messages to new subscribers
• Sending "thank you for being with us" newsletters

Event messages (or, so-called triggers) will become more and more popular this year, and they should definitely be a part of your email strategy. Event messages reportedly have nearly 71% higher open-rates, and they can generate five times higher return on investment (ROI) than a standard weekly newsletter. Offers created on the fly will surely be on the come up!

4. What, When, How... Let 'em Decide

Facebook is getting more and more popular, and people love to tweet because of the brevity of 140-character-limited messages. Some 15% of email opens were generated via mobile device in 2011. Is that something that you should worry about? Does that mean that the good ol' desktop email clients will shortly become obsolete?

No!

2011 was a decisive year for email marketing. With ROI at its finest (4000%, according to the DMA), we've witnessed a definite channel and platform infiltration. Facebook fans sign up for newsletters on fan pages. Email users hit "Tweet this!" buttons in messages to share hot offers with their followers. Smartphone users consume email communication while stuck in traffic jams or while waiting in line at coffee shops.

The word "cross-channeling" best describes this channel infiltration and teaches us a great lesson for 2012: Be wherever your customers can be. Make sure your newsletters are readable on an iPhone. Capture customers' email addresses on Facebook. Let them share your offers with their network. "Social" no longer applies only to social media. Social = marketing communication. You can be social via email, Facebook, Twitter, blogs, SMS texts, PCs, Androids, iPhones, etc. Those who work across those channels effectively will win the most customers.

5. So, Will It Be Any Good?

Absolutely. Yes. Email marketing is here to stay; and as one of the most cost-effective channels, it'll still be popular in the struggling economy. With marketing budgets being cut back, emails are still the best way to retain current customer databases and open many upsell opportunities via low-cost promotions.

Optimize your email communication, and follow your customers' needs and preferences. I'm sure your email ROI will not disappoint you in 2012!

What You Can Learn from the Ritz-Carlton

Great service is your biggest marketing campaign!

an article by Matthew Swyers Dec 12, 2011

When your employees are trained that the customer is always right, they will handle unexpected situations with the best customer service.

A few months ago we were reminded of what great customer service can do for a business. My wife and I had arranged to get away for a weekend to Charlotte, North Carolina to see one of Cirque du Soleil’s latest shows. Having purchased the tickets months in advance we could not have known then that both the Duke and University of North Carolina’s basketball teams would be in town for the opening of the NCAA men’s basketball tournament. As the masses of fans descended upon this little big town hotel rooms became scarce. Given our limited choices of hotels we decided to splurge and stay at The Ritz-Carlton, Charlotte. In doing so, we received a first-hand reminder of what a great customer service organization looks like and what great customer service can do for your business.

On Saturday morning we wanted to go out exploring. I realized I had forgotten my sunglasses in our car which had been parked with the valet the night before. Rather than have them pull the car around for my sunglasses I called the front desk and asked if they could run to the parking deck and get my glasses. The answer, “Yes sir, is there anything else I can help you with today?” By the time I reached the lobby the valet was there with my glasses.

Later as we were rushing to get ready for the show we realized my wife forgot to pack her hair brush. Again we called down to the front desk. Within minutes a Ritz-Carlton employee was at our door with a selection of brushes from the downstairs gift shop. Does the Ritz-Carlton have systems in place for misplaced sunglasses or forgotten hairbrushes? Probably not. Rather, they simply create an environment that the customer is always right and that they will do what it takes to satisfy their guests’ needs.

On our last day we decided to get a work out in. In the exercise room every cardio machine has a fresh towel and bottle of water ready to go for guests. How? About every ten minutes a hotel employee sweeps through the gym, wipes down any equipment that has been used, rolls up a fresh towel for all such equipment and places a fresh bottle of water thereon for the next rider. In short, from top to bottom every moment of the experience at The Ritz-Carlton reminded us of why they are a leader in customer service and why they enjoy the reputation of being one of the finest hotels to stay in the world.

So why is this relevant to your business? What can we learn from The Ritz-Carlton? The value of becoming a great customer-service organization cannot be understated.

It allows you to:

1. Charge a Premium for Your Goods or Services. Where your competitors may compete in a race to the bottom by lowering their prices, a great customer service organization can actually charge a premium for their goods or services. People are willing to pay more for the quality and the level of service they provide. Where would you and your organization rather be?

2. Better Equipped to Handle Customer Issues. Even the best of the best experience customer service issues once in awhile. Obviously we strive to eliminate all such issues prospectively by systemizing everything and training our employees on providing amazing customer service. But despite our best efforts customer service challenges will arise. When they do, if your employees are trained well, they and your organization as a whole will be better equipped to deal with these issues to keep your clientele ecstatically satisfied with the services you provide.

3. Create a Marketing Buzz About Your Business. When is the last time you heard someone recommend something that was just okay? Great customer service creates a buzz about your business which is worth its marketing weight in gold. In essence, great customer service organizations know that as word spreads through their emphatically satisfied customers about the level of service they provide, it will be broadcasted to the relevant consuming public. Before long your business becomes synonymous with a level of service customers want. It creates its own marketing buzz for your goods or services which, in turn, helps you distinguish your business from your competitors.

Does all of this work? Well, as we left The Ritz Carlton that weekend sure we paid a few dollars more for our room but we were happy to have done so. They took care of issues which arose during our stay that we did not even anticipate and did it with a smile. As for a creating a marketing buzz, this customer was so impressed he wrote about it on Inc.com.

So is it worth it to create a great customer service organization? You bet.

Hotel Grata Vilnius or maybe persona non grata?

I inspected hotels in Vilnius today together with my guest from Norway. When we arrived at Grata hotel (grata in Latin means welcome) we were unpleasantly met by the reception guy who was not very satisfied when we asked to show us a room. Finally he agreed with his colleague (name Fortunatas) that he shows us around. When we were walking to the room the employee told us: "Don't expect anything special", latter he added "don't expect too much".. meaning it is better not stay in this place.

We felt like personas non grata rather than welcome.

Behavioral Science in Customer Service

Highly recommended! Harward Business Review article by Richard B. Chase and Sriram Dasu: Want to Perfect Your Company’s Service? Use Behavioral Science

Take away kavos patirtis IKI

Šia istorija pasidalino Ramūnas po apsilankymo IKI parduotuvėje. Įsipylęs ir paragavęs kavos Ramūnas suprato, kad kava visiškai šalta. Pardavėjos atsakymas: "taip taip, žinau, aparatas neveikia, vakar nukalkinom, bet vis tiek neveikia". Ar galiu savo 4 lt atgauti, paklausė nepatenkintas Ramūnas? "Ne, juk kava jau paėmėt ir paragavote".

VisUnita reklama

Viešbutis Radisson Blu. Vieta, kur daug užsieniečių ir mažai lietuvaičių. Ant kiekvienų bendro naudojimo tualeto durų iškabinta ši reklama. Įdomu, ar užsienietis suprastų, apie kokį centrą kalbama?

Tęsinys apie green hall restoraną

Aciu Green Hall'ui, kurio atsakymas į nusiskundimą davė peno dar vienam post'ui.
Mielieji, gavę skundą iš kliento, neaiškinkite jam, kad jis yra durnius, kad jusu darbuotojai yra baisiai uzsieme ir del to nespeja, ir tuo labiau nerasykite, kad klientui vaidenasi... nes klientui nerupi, kad darbuotojai nespeja, jam vienodai kaip tiksiai vadinasi padazas..klientas mato ir suvokia situacija taip kaip suvokia ir veliau priima sprendima ar grizti i ta vieta ar ne. Green Hall'as galejo atsakyti taip, kad as noreciau sugrizti, butu uzteke nuosirdaus atsiprasymo, pazado, kad butinai atkreips darbuotoju demesi i aptarnavima ir nemokamo kavos puodelio kito vizito metu.

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zemiau pateikiu gauta atsakyma:
Laba diena, p. Ruta,
apgailestaujame, jei nepateisinome Jusu lukesciu, taciau skaitant Jusu laiska, atrodo, kad buvote kitame restorane.
1) padavejas negalejo deti skrebuciu i salotas, nes jos yra ruosiamos virtuveje ir padavejai ar barmenas ju gamybos procese nedalyvauja.
2) Vakar dienos Cezario salotose su lasisa majonezo nebuvo ne gramo. Jos buvo pagardintos anciuju padazu, kuris susideda is kiausiniu tryniu, alyvuogiu aliejaus, cesnaku, raudonuju svogunu, anciuviu, pipiru bei druskos. Bendras salotu svoris buvo 260 gr. kur padazas sudare 40 gr. +- 5gr., tai sudaro 15 proc. visu salotu. Si proporcija yra adekvati ir naudojama beveik visu salotu ruosimo procese.
3) Atsiprasome del padaveju bei ju aptarnavimo, tiesog per verslo pietus visi klientai nori kuo greiciau papietauti, todel daznai susidaro stresines situacijos.
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kas atsake, neaisku, nes nepasirase..

Green Hall restoranas arba labai tikiuosi, kad tai atsitiktinumas

Green Hall pristato save kaip kulinarinių šedevrų, šviežio ir kokybiško maisto specialistus. Man asmeniškai žodis green dar asocijuojasi su sveikesniu maistu. Tad einant į šią vietą lūkesčiai buvo užkelti. Gal dėlto ir nusivylimas buvo didesnis nei einant į kokį Čili (ten bent jau žinai, kad nieko ypatingo tikėtis neverta). Visų pirma nuvylė prastas aptarnavimas: niekas nepasitiko, nesišypsojo, nelaukė. Darbuotojai atrodė lyg po kokio gero tūso: pavargę, tingūs. Negana to, kad atsistoję už baro darbuotojai prie visų klientų žiovavo plačia burna, vienas dar ir sugalvojo pasikrapštyti nosį, o po to su tuo pačiu pirštu (ranka) dėjo klientui į salotas skrebučius.. jei būčiau pamačius tą vaizdelį prieš maistą, tikrai būčiau išėjus.

Na ir keletas žodžių apie maistą: šalta sriuba buvo skani, o pateiktos ale cezario salotos su lašiša buvo labai prastos: toks vaizdas, kad man į lėkštę būtų suvertę visą indelį majonezo, buvo ne salotos su majonezu, o majonezas su salotomis..

Idzumi SPA mandala

Nereikia toli važiuoti, kai nori pasilepinti ir pajusti "amazones dziaugsma". Užtenka užsukti į Idzumi SPA Vilniuje. Tuo įsitikinau šeštadienį. Viskas nuo pradžių iki pabaigos buvo tiesiog tobula. Apmąstyta kiekviena detalė: pasitikimas, procedūros paaiškinimas ir seka, muzika, temperatūra, kvapai, šypsenos, bendravimas, švara. Maloniai nustebino kambariukas į kurį buvau palydėta po procedūros - jauki patalpa, išpuošta japoniškais piešiniais su besisupančiu krėslu, lavinančios knygos, stilingas arbatinukas su kvapnia žaliąja arbata ir... spalvoti pieštukai, skirti spalvinti mandaloms. Nepamirštas ir paaiškinimas, kaip spalvinant mandalą žmogus atsipalaiduoja, nusiramina. Vieną nuspalvinau ir palikau didžiulį ačiū už nepriekaištingą aptarnavimą, ramybę ir puikius pojūčius.

Greitis

Ar kada nors pagalvojote, kokią įtaką pardavimams daro atsakymo pateikimo greitis? Technologijos tikrai neišugdė klientų kantrybės - klientai nori greičio, jie nori gauti atsakymą čia ir dabar. Ypač online. Kam laukti atsakymo dėl rezervacijos 3-4 dienas, jei iš kito galiu gauti atsakymą per 30 sekundžių? Jei įmonė per lėta, patikėkite, klientas lengvai gali susirasti kitą - greitesnę. Ką rodo skaičiai?
Harvard Business Review paskelbė tyrimo apie atsakymo pateikimo greičio svarbą internetiniais kanalais rezultatus. Pagal tyrimą 2009m. reklamai internete (su tikslu pritraukti potencialius klientus) buvo išleista 22.7 milijardai dolerių. Tyrėjai auditavo 2241 kompaniją, siekiant nustatyti, kaip reklama paskatino vartojimą. Rezultatai:
37% kompanijų atsakė klientams į jų užklausimus per 1 valandą.
16% atsakė per 24 val.
24% atsakė per daugiau nei 24 val.
23% neatsakė iš viso.
Vidutinis atsakymo laikas - 42 val.
Neįtikėtina! Tiek pinigų išleidžiama pardavimams skatinti, o kai kurios kompanijos net nesugeba atsakyti klientams.
Pagal tyrimo išvadas: kompanijos, kurios susisiekė su klientais per valandą nuo užklausimo, padidino pardavimus 7 kartais labiau nei tos, kurios susisiekė po daugiau nei viena valanda ir 60 kartų daugiau nei tos, kurios atsakymą pateikė per 24 val!
Linkiu, iš klientų sulaukti "ačiū" už tai, kad taip greitai su juo susisiekėte! Klientai tai tikrai vertina.

Tai ar atsakymo pateikimo greitis jūsų klientus maloniai stebina ar verčia ieškoti kitų alternatyvų?

tips for sales persons/ patarimai pardavejams

John Boe paskelbe patarimus, kaip padaryti, kad pardavejai turetu daugiau susitikimu per diena (juk daznam pardavejui keliami tikslai del susitikimu skaiciaus). Visu pirma jis siulo pradeti nuo pokalbio scrpito rasymo. Daugiau informacijos zemiau.

Here are some proven tips to help you create a phone script that will keep your appointment calendar full:

• Write out your entire phone script from hello to goodbye.

• State your name and organization at the beginning of the call.

• Timing is everything. Be considerate by asking your prospect if they have a minute to speak with you. If your call is viewed as an interruption, you're dead in the water before you even begin. If your prospect indicates that it's not a good time for your call, apologize for the interruption and ask them when it would be OK for you to call back.

• Use a series of open-ended questions to draw your prospect out. Keep in mind when you design your script that your primary goal is not to sell anything, but rather to build rapport, gather information, and make an appointment.

• People are more comfortable with salespeople who they feel are similar to them. Use your voice to build trust and rapport quickly by "matching and mirroring" your prospect's voice tone, pitch, and pace.

• Never interrupt your prospect and allow them plenty of time to respond to your questions. Look for opportunities to make an appointment, don't just answer questions. Avoid the temptation to answer all of your prospect's questions over the phone but instead, guide them toward scheduling a face-to-face meeting.

If you really want to dramatically improve your phone calling effectiveness and income, take the time right now to begin working on your phone script. Once you experience the positive results from using a phone script, you'll never want to "wing it" again.

Lux siurbliai

Po trecio skambucio ir bandymo isiprasyti i namus su dulkiu siurblio LUX pristatymu, pasakau "Taip", bet tik tam, kad paziureciau, kokias pardavimo technikas taiko si imone. Beveik sutartu laiku prie duru stovi vaikinas su visa ekipiruote. Nepamirsta prisistatyti ir susipazinti, pokalbio metu kelis kartus pavartoja mano varda. Kaip ir dera pokalbis pradedamas nuo pasakojimo apie siurblius ir poreikiu aiskinimosi. Pardavejas dairydamasis po patalpa bando rasti ivairiausiu uzkaboriu, kilimu, sunkiai prieinamu kampu, minkstu baldu, uzuolaidu, klaviaturu, TV ekrano ir pan. na visur kur galetu praversti siurblys (tik stai nebuvo numates, kad gali patekti i buta, kur be vieno minksto baldo, daugiau nera ka siurbti:)). Nepamirsta paklausti, ar neturime alergiju, bronchitu - juk tai puikus argumentas, irodant, kad tau butinai reikia kokybisko siurblio. Tuomet prasideda vizualus pristatymas: is pradziu siurbiama, po to demonstruojamas dulkiu maiselio turinys. (as ta technika vadinu "duokite paliesti"). Dar parodomi straipsniai is zurnalu apie ciuziniu gyvius. Na o jei ir tai neibaugina potencialaus pirkejo, tuomet ijungus mobiluji telefona parodoma video medziaga - vaizdas per mikroskopa. Neabejoju, kad toks pristatymas privercia ne viena pulti pirkti. Taigi ir pardavejas nieko nelaukes pradeda derybas. Kaina stai tokia, galima issimoketinai, jei perki per pristatyma, gauni 1000 lt nuolaida (paskatinimas prikti greiciau, spontaniskai, nemastyti per daug!). Be to, jei duosi savo draugu kontaktus, gausi nemokamai maiseliu (gauni pridetine nauda) ir t.t.

Bet cia pokalbio valdyma peremiau as, juk man rupi ne siurblys, o pardavimo budai:). Pradejau teirautis, kiek vizitu per menesi turi padaryti, kiek parduoda siurbliu, kokia yra motyvacine schema, t.y. kiek procentu gauna pardavejas nuo vieno siurblio ir t.t.

Nors siurblio as nepirkau, bet stebeti ir atpazinti pardavimo technikas buvo smagu.