WIIFM

WIIFM Broadcasting. No it's not an American Radio Station broadcasting out of Los Angeles.  It's something all customers ask themselves when you ask something of them. It's also a motto for the Gen Y's Generation - these guys are coming of age now, and are potential customers. WIIFM should be the guiding principle for every customer interaction we do.  Let me tell you more. This morning I received a charming letter from an oil company in Hereford asking if I would fill out some personal details so they could update…

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A very impressive Cold Call

This morning I happened to be particularly busy, lots of "to do" jobs, some deadlines, challenges to consider and a few calls from clients expected. Then the office phone rang. It wasn't the client I was expecting; it was Bob from a local stationery supplier.  Bob was impressive, I mean good, real, genuine and his call worked. The odd thing is that I normally give cold callers a Paul Archer bark as soon as I get the "Is that Mr Archer?" or the ubiquitous "Is it convenient to call?" No,…

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You never win an argument with a customer

We've had cracking weather this week in the UK and on Thursday It was particularly warm, but in my sales training room the air conditioning was making the conditions very comfortable. The favourite session was approaching and my audience were visibly getting excited. Objection handling techniques. And my phone based salespeople were hoping that I would give them well thought through reasons to combat every objection they encounter. Nonsense. This morning my teenage son, Lewis, approached me with a request for a lift into town around 7pm. I couldn't do…

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