Excellence in Sales and Service Randy Wadle, CEO

AgendaIt’s All About Relationships

Getting To NO Quickly

Selling With Integrity

Only One Chance to Make a First Impression

Consistency Beats Occasionally Great

Get In Front of Problems

Relationships

It’s All About Relationships

It’s All About Relationships“Your customer doesn’t care how much you know until they know

how much you care.” Damon Richards

• People buy from people they like• Integrity and Trust are

PARAMOUNT to lasting relationships

• Build quality relationships and sales, referrals, and loyalty will result

• Get to know your prospects and clients and make them feel special• Learn how to listen • Learn about and capture interests and

hobbies• Send handwritten cards• Send unique gifts that speak to the

personality• Refer business and help them connect

relationships personally and professionally

It’s All About Relationships

Getting To NO

Get to NO and Move Along

• It takes a lot of “No” to find a “Yes”

Don’t Call Me MAYBE

• Maybe is a bad word• Don’t allow the

prospect to keep you at “maybe”

Sales Closing Process

• Define, systemize, and listen for buying signals (or lack thereof)• Always ask for the next step•Minimize time and cost of converting Leads to

Prospects• Top talent focuses on qualified prospects• Fall on the sword, firing leads

Selling With Integrity

Setting Expectations

Disappointment Gap

• Close the disappointment gap by setting proper expectations up front.

Listening and Communication

Don’t be desperate to sell. Be hungry to serve. - Clay Kelley

• Perception is REALITY• Listen and seek out the true needs• Lead the prospect through a process• Clearly communicate the process

• Ask for the sale

First Impressions

First Impressions

• Take control and act like you have done this before

First Impressions

• Systemize best practices and monitor closely to maintain consistency• Be transparent and over communicate with

new client and internal team• Listen to what is being said and what is

being left unsaid• Be flexible but organized

Consistently Good > Occasional Greatness

Why is CONSISTENCY Important?

• Allows for measurement• Creates accountability• Establishes a reputation• Makes you relevant• Maintains your message

Source: Inc.com: Power of Consistency: 5 Rules by Eric Holtzclaw

Consistency > Occasional Greatness

• Clients LOVE dependability• Prioritize service items and

become excellent at the most important• Document systems and

where possible implement technology to drive consistency

Accountability

Leaders Own the Problem

No ExcusesThe world doesn't care about

our excuses, obstacles, and apathy...it cares about

achievement. Achievement is simply accomplishment of a goal, regardless of the size

and scope of the goal. Success is maintaining a consistent

positive attitude and rugged determination in pursuit of

increasingly lofty goals.- Randy Wadle

No Excuses

Benefits of Accountability

• Contains the impact of mistakes• Focus energy on solution

rather than CYA• Don’t need a good memory• Strengthens Relationships by

building trust and respect

Secret To Success