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Dealing With Customer Behavior

Dealing With Customer Behavior

Just encountered some interesting habits and customer service in Costa . I went in stood in the queue as normal to witness two middle aged “ladies ” barge in front as they were “in a hurry”. The charming barista mentioned quite gently that I was in front of them and would they mind waiting until she had served me. The answer she got astonished me…

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The Yoyo Affect

The Yoyo Affect

I was doing telephone coaching last week with a large manufacturing company. The prospect asked a technical question and the sales person put him on hold and came back a minute later with the answer. About 3 mins later he asked another question and again, had to out him on hold. I call this the ‘yo yo effect’. The strategy I taught him was ‘let…

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Want Your Contact Rate To Go Through The Roof? Here’s A Tip.

Want Your Contact Rate To Go Through The Roof? Here’s A Tip.

One of the biggest challenges my clients share is their teams struggle to get hold of their Prospects. My recommendation is book telephone appointments in theirs and your diary. This way they have to accept the appointment and then they expect your call. Your contact rate will go through the roof. And if it does go to voice mail you say “John, calling as promised,…

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Do You Track Every Enquiry?

Do You Track Every Enquiry?

Do you track every enquiry? 90% of my clients don’t and then it’s impossible to identify which part of your marketing is working. Rather than ask ‘how did you hear about us?’ Change it to ‘who recommended you to us?’ This gives the perception that all your business is recommended and gets you the source of the enquiry.


The Biggest Challenge… Winning More Instructions In Real Estate

The Biggest Challenge… Winning More Instructions In Real Estate

The truth is, if the vendor perceives the service they receive from an estate agent to be below average, they will always pay the cheapest for the ‘below average’ service. Therefore, they key is to stand out and be perceived as giving a better and different service to all your competition. We recommend looking at every market appraisal as the 3 P’s; Pre-valuation, present the…

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How To Overcome The Fear Of The Unknown In Sales

How To Overcome The Fear Of The Unknown In Sales

When you talk about how good you are its bragging; when someone else talks about how good you are, its proof! Therefore you need to use testimonials to reassure your prospect and put their mind at rest. Wherever you can, you need to use a relevant testimonial to the prospect. So when I target estate agents for my sales training, I use a testimonial from…

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How To Effectively Ask For Referrals

How To Effectively Ask For Referrals

It’s been proven time and time again, that once You’ve been referred to someone you are 90% on the way to closing the business; unless you turn up with 3 heads of course! The reason being is prospects will always do their own homework first on which suppliers to use. With any information available at a click of a button, wherever you might be at…

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How Do I Stand Out At Networking Events?

How Do I Stand Out At Networking Events?

If you think about the question ‘what do you do?’, it could be rephrased to ‘how do you help people?’. When you respond “I’m an IFA”, that’s actually telling someone what you ARE, not what you DO. Next time someone asks “what do you do?” reply by telling them what you help achieve i.e. I help people make the most of their money and give…

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How Do I Approach A Customer In Retail?

How Do I Approach A Customer In Retail?

Customers are quite defensive these days and are almost expecting staff to pounce on them; so their natural reaction is to refuse a drink and be dismissive. Naturally this puts you on the back foot and understandably you feel awkward to re-approach. The key is to always look busy, but approachable. I recommend having a cloth in your back pocket so as soon as you…

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How To Sell Investment Property?

How To Sell Investment Property?

Every investor is looking to get a return on the investment in some form of another and some will be more risk averse than others; so you’re job as their broker, is to find out what are their true goals and aspirations and only then are you able to recommend the right investment for them. There are two ways to identify these and one is…

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