Consulting Services and Programs

For Follow Up


Follow-up Meeting Package for CSP

Intended for first-line managers to use as follow up, refresher and reinforcement meetings for the Customer Satisfaction Program.  Each of the meetings in this package are fully scripted containing all necessary leader's guides, visuals, and worksheets. 

FOLLOW-UP MEETING PACKAGE FOR CSP

After the Customer Satisfaction Program (CSP) program has been implemented, systematic follow up must occur to make sure new skills and knowledge thrive and are utilized regularly on the job. First Line Managers (FLMs) are the caretakers of the new skills and behaviors of their sales people.

The Customer Satisfaction Follow-up Meetings have been created to help FLMs fulfill their role as caretakers of the skills of their sales people.  In all, there are 14 meetings in the package for FLMs to deliver to FLMs as CSP reinforcement and skill-building exercises.

Meetings For FLMs to deliver to their Salespeople

1.      Observing: Gathering Information From The Environment

2.      Questioning: Gathering Information From People

3.      Listening: Understanding What You Hear

4.      Customer Satisfaction Path: Understanding The Buying Progression

5.      Prescribing Continuum: Understanding The Incremental Growth Progression

6.      Establishing Rapport: Building Professional Relationships

7.      Discovering Needs And Valued Benefits: Revealing What The Customer Wants To Buy

8.      Describing Benefits And Limitations: Gaining Credibility Through Reality

9.      Affirming Product Features And Benefits: Adding The Power Of Proof

10.     Developing Personalized Expectations: Presenting No Surprises, Reasonable Expectations

11.     Defining Discussion Objectives: Planning Incremental Growth

12.     Resolving Concerns: Recognizing And Removing Progress Barriers

13.     Moving To A Decision: Helping Customers Buy What They Want

14.     Professional Service Plans: Planning With Customers For Their Success

The Package contains all resources for corporate trainers to assist with the preparation and orientation of FLMs.



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