SMART FRIEND (5)
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Transcript of SMART FRIEND (5)
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Being a SMART FRIEND
A Key Tool in Reaching New Horizons Consultative Sales
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Today You Will Discover• What is being a “Smart Friend”
• What skills do you need to be a “Smart Friend”
• How can this approach move your sales forward
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What Do You Think a Smart Friend Is?
• Use the “Chat Box” to share your ideas
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Customer Service
Technical Support
Sales
Field TechniciansDispatch
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The Smart Friend Approach• The Smart Friend Approach is the ability to
read between the lines and meet the unrecognized needs of the customer
• Here we act as the smart friend and engage our customers in conversation to discover these needs
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The Smart Friend Approach• Finally, we take those needs and find solutions
for them
• This approach aligns perfectly with our company’s goal, for better communication
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How Can We Be A Smart Friend?
• Engage and build rapport– Relate to them and build their trust
• Ask probing questions– Ask open ended questions
• Listen effectively– Recap key facts and read in between the lines
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• Familiarize yourself with Field Communications1
• Explore the KDB2
• Use the RST Website 3
Raise your hand and talk to us about other
ways we can find more knowledge.
Knowledge is POWER
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Example• You
– Get a customer named Mr. Smith, who is unhappy with his Trply cable service
– You ask questions and finds out that the TV is not working
– While setting up a trouble call, for the next day, you find out that the customer has 3 iPads in the home
– How can you be a smart friend for Mr. Smith?
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Maslow’s Hierarchy of Customer Service
The “Smart Friend” creates a customer that will spread how amazing their experience was. This will take your brand to new horizons!
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Summary• A “Smart Friend”: Builds Rapport, Probes and
Effectively Listens to their customer’s answers• A “Smart Friend”: meets the unrecognized
needs of the customer• A “Smart Friend”: Always uses the tools at
their reach, to stay up-to-date as a Subject Matter Expert
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A “Smart Friend” always rises to the
TOP! Reaching new
HORIZONS!
Where will You Stand?