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…

Read More

Are you sure?

Last week I was in the City of London working with a Stock Broker client helping their salespeople get more business using the phones.  Impressive environment it was. Exciting, positive, energetic, fast-paced. And I just adored the myriad of computer screens everywhere showing stock figures and enormous amounts of data. Their job was just so cool. On my way home I dreamt of being a real life Stockbroker but as I arrived in Gloucester, reality hit me and realised the closest I'd ever get would be having more than one…

Read More

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…

Read More