How to Succeed at Intergenerational Communication

This week, elevate your customer service strategy with insights from Karl Schaphorst. Discover the pivotal role customer care plays in driving business success beyond reactive support. Karl emphasizes that while salespeople acquire new customers, service agents are the linchpin for retaining and nurturing existing relationships. He underscores the cost-effectiveness of cultivating loyalty over constant acquisition, making strategic customer care a critical investment.

Explore the common pitfall of undervaluing service functions and learn why agents are the face of your brand. Their interactions shape customer perceptions and future opportunities. Gain a fresh perspective on transforming customer service from a reactive cost center into a proactive, revenue-driving force.

Join us for an illuminating discussion on elevating your customer experience through strategic service excellence. Don't miss this chance to drive customer loyalty and sustainable growth!

Timestamps: 

00:00:44 - Defining Strategic Customer Care

00:03:57 - The Role of Customer Service Agents

00:04:50 - The Importance of Showing Customer Appreciation

00:06:03 - The Role of Customer Service in Marketing

00:11:12 - The Value of Proactive Customer Service

00:12:10 - Rewarding Customer Service Contributions

00:12:20 - Behavioral Goals for Customer Service

00:12:31 - The Role of Customer Service in Business Development

00:16:08 - The Importance of Customer Service Training

00:16:19 - Techniques for Defusing Customer Complaints

00:19:20 - Weaknesses in Customer Service Training

00:20:47 - Training Customer Service Agents to Identify Opportunities

00:23:52 - The Importance of Emotional Intelligence in Customer Care

00:24:24 - Techniques for Turning Negative Situations Positive

00:29:48 - The Success of Sandler's Customer Service Training Program

Key Highlights:

• Customer service is a crucial aspect of business success, as it is easier and less expensive to retain existing customers than to acquire new ones.

• Strategic customer care involves proactive engagement with customers to build relationships and provide exceptional service.

• Customer service agents should be trained in soft skills, such as bonding and rapport, to effectively communicate with customers.

• Techniques for successful customer service include active listening, staying calm, validating customer concerns, and asking open-ended questions.

• Customer service agents should aim to transform customer interactions from emotional distress to intellectual problem-solving.

• Setting goals and KPIs for customer service agents can help drive proactive behavior and improve customer satisfaction.

• Incentivizing customer service agents based on their contributions to sales and customer satisfaction can motivate them to excel in their roles.

• Customer service agents should focus on identifying and addressing the root cause of customer issues, rather than just providing quick fixes.

• The real problem a customer brings to customer service may not be the initial issue presented, so it's essential to dig deeper to understand their needs and concerns.
  

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This week, gain insights into the importance of educating prospects and overcoming skepticism in the SaaS sales process. Discover the significance of understanding customer pain points, effective prospect qualification, and navigating complex decision-making processes within organizations.

 

Join us for an enlightening episode as Josh Shirley delves into the intricacies of selling SaaS (Software as a Service) solutions. In this episode, Josh emphasizes the nuances of selling SaaS, highlighting the crucial differences from selling tangible products or services. Addressing common myths and misconceptions about selling SaaS, Josh sheds light on effective techniques and attitudes required for success in this domain.

 

Don't miss out on this episode packed with invaluable guidance for mastering the art of selling SaaS solutions!

Timestamp 

0:16 - Introduction to the topic of selling SaaS and its challenges

3:07 - Common myths and misconceptions about selling SaaS

5:19 - Importance of understanding the problem and building value with the service

8:16 - The need to qualify the prospect and their pain

12:23 - The temptation to focus on technical details instead of addressing the real pain points in software sales

20:21 - The need to address the cost beyond the monetary investment in software

25:54 - Tips for approaching decision questions in software sales

Key Highlights

 

• Selling SaaS requires educating customers about a product that may be unfamiliar to them, overcoming skepticism, and resistance to change 

• It is crucial to focus on the customer's pain points and the value the SaaS solution can provide, rather than solely relying on product demonstrations.

• The decision-making process in SaaS sales often involves a wider range of stakeholders, including legal, compliance, and data security teams.

• SaaS products are intangible and may be unfamiliar to potential customers, requiring sales professionals to focus on educating customers about the benefits and value of the product.

• Successful SaaS sales involve understanding the customer's pain points and how the SaaS solution can address them.

• Sales professionals should avoid getting caught up in the technical details of the product and focus on the impact the SaaS solution can have on the customer's job.

• Selling SaaS often involves a complex decision-making process that includes a wide range of stakeholders, requiring sales professionals to be prepared to address the concerns and requirements of these different stakeholders.

• The decision to adopt a SaaS solution often requires behavioral change within the organization, and sales professionals must address the challenges of getting the entire team to embrace and effectively use the SaaS solution. 

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This Week, discover the positive aspects of selling in the fourth quarter and gain practical tips for success. Uncover the "four gifts of sales success": prospecting, creating an ideal client wish list, achieving clarity and confidence in the sales process, and mastering effective negotiation techniques.

 

Join Mike Montague and Lisa LS in a compelling discussion on the challenges and opportunities encountered by salespeople in the fourth quarter. In this episode, the hosts delve into the reasons behind salespeople's struggles during this period and offer invaluable insights to overcome common obstacles.

 

Tune in to learn how to equip yourself with these invaluable gifts and position yourself for sales success not only in the current year but also in the future!

Timestamp 

1:29 - Discussion on the challenges salespeople face in the fourth quarter

9:15 - Positive aspects of selling during the holiday season

14:23 - Positive beliefs for sales success during the end of the year

16:40 - Embracing continuous learning and building trust with customers

17:36 - Confidence in oneself and the offering

20:17 - The gift of prospecting and filling up the calendar

22:50 - Creating a qualification list for ideal clients

23:48 - Qualification criteria: pain, investment, and decision-making process

26:43 - Importance of open and honest communication for building trust with clients

27:15 - Gathering information about clients' personalities and tailoring communication styles

29:13 - Utilizing previous connections and allies in organizations to build relationships

31:20 - The complexity of decision-making processes in sales

Key Highlights

 

• Challenges and opportunities faced by salespeople in the fourth quarter.

• The importance of continuous learning, especially in the fourth quarter, to prospect and fill the pipeline for the upcoming year.

• The significance of clarity and confidence in the sales process for both buyers and sellers. A well-outlined path builds trust and guides buyers through the process.

• Prospecting, creating a wish list for ideal clients, clarity and confidence in the sales process, and effective negotiation techniques are identified as the four gifts that can lead to sales success.

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This week, we have an insightful conversation with Hannah Ajikawo as we explore the fundamental stages of awareness, consideration, decision, and post-purchase, shedding light on the complexities beyond the traditional "funnel" analogy. Hannah Emphasizing continuous value delivery and adaptation to changing buyer behaviors, Hannah provides valuable insights for maximizing revenue funnel effectiveness.

 

Join us for an insightful episode as Hannah Agico delves into the intricacies of revenue funnels. In this episode, Hannah dispels common myths and misconceptions surrounding revenue funnels, emphasizing the importance of aligning marketing and sales processes for a seamless buyer journey. Gain practical tips for executing a revenue funnel, including focusing on sales fundamentals, leveraging data insights, and investing in training and enablement.

 

Don't miss out on this episode packed with actionable strategies to enhance your revenue funnel mastery!

 

Timestamp 

0:13 - Introduction and Defining the Revenue Funnel

2:40 - Critique of the Funnel Metaphor and Misconceptions 

4:42 - Importance of Alignment and Behavior Change

8:19 - Steps for Building a Revenue Funnel and Commonalities

11:20 - Structuring the Revenue Funnel and Conclusion

12:20 - Sales and Marketing Integration, Targeting, and Fundamentals

22:34 - Final Insights and Metrics in the Revenue Funnel

 

Key Highlights

 

• Integration of marketing and sales processes into a unified revenue funnel, reflecting the buyer's decision-making process.

• Misconception of separate funnels and handoffs between departments, highlighting how these hinder the buyer journey and create bottlenecks.

• Fundamental stages of awareness, consideration, decision, and post-purchase within the revenue funnel are underscored as essential components for success.

• The importance of continuously delivering value to customers and adapting to evolving buyer behaviors to ensure sustained success.

• Practical tips for executing a revenue funnel, including focusing on sales fundamentals, leveraging data insights, and investing in training and enablement to align with changing buyer behavior

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Join Mike Montague and Daniel Murray as they delve into the world of marketing millennials, discussing the attitude, behavior, and techniques needed to climb to the top and stay there. In this episode, Daniel reveals the common misconceptions about marketing, emphasizing the importance of authentic and consistent engagement with your audience. 

 

Tune in for a deep dive into the mindset of a successful marketer and discover why creativity and human connection will be more vital than ever in the evolving landscape. 

Timestamps:

 

0:00:08 Marketing mindset and attitude with a focus on helping the audience.

0:04:08 Marketing consistency and millennial mindset.

0:11:31 Sales and marketing alignment, AI's role, and creativity's importance.

0:18:26 Marketing channels and their effectiveness.

0:22:14 Marketing, creativity, and success with Daniel Murray.

Key highlights:

• Showing up consistently helps in building trust and staying top of mind for the audience.

• Authenticity builds a stronger connection with the audience and fosters trust.

• The level of content produced needs to be higher than before to break through the noise and grab the audience's attention.

• Adding a personal touch, being creative, and understanding the human aspect of marketing are essential for success.

• Building and maintaining an owned audience, such as through podcasts and newsletters, is powerful.

• Success is defined by continuous improvement and adaptability. 

• Facilitating interactions within a community, whether through events, webinars, or meetups, is a valuable aspect of marketing. 

• Video content is becoming increasingly important. 

• Competing against oneself and striving to be better each day is a powerful metric for success.

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In this week's episode with Don Overcash, a seasoned Sandler client and trainer, we delved into the art of succeeding regardless of the outcome. Join us for a powerful conversation on navigating success, understanding motives, and building trust. Join us as we unravel the episode and explore strategies for sustained success, driven by attitudes, beliefs, and behaviors. Don shares insights from his extensive experience in politics and sales, emphasizing the importance of trust and understanding motives in achieving long-term success.

 

Tune in for a thought-provoking discussion on the essence of presence, the significance of trustworthiness, and how to navigate failures with resilience. Learn how embracing a "why" centered around valuing people can transform your approach and redefine your success.

Timestamps:

 

0:00:14 Success and outcomes in sales and politics.

0:04:32 The importance of belief systems in sales success.

0:07:41 Performance pressure and long-term vision.

0:12:20 Trust in business and politics.

0:19:42 Building trust and rapport in sales.

0:25:14 Understanding and managing criticism in business.

0:29:18 Personal growth and self-awareness in business.

Key highlights:

• Many organizations tend to concentrate on historical results without understanding how to change or impact those results.

• Trust is a crucial element in achieving sustained success.

• Learning from mistakes, being open to feedback, and understanding the importance of self-improvement are essential aspects of achieving success.

• Success, in this context, is measured by the positive impact one can have on others.

• Recognizing the need to recover from dominant personality traits and adapting to be more effective in communication is a key takeaway.

• Adopting an "independently wealthy" mindset means not being desperate for approval or success.

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Discover the current state of chat GPT, its recent updates, and the game-changing features it brings to the table.

 

Join us on the latest How to Succeed podcast as we dive into the ever-evolving world of AI and sales with Jordan Ludwin, the AI sales guy and Sandler trainer. He shares insights on the dynamic landscape of chat GPT, its latest features, and the transformative impact it can have on your sales process. Jordan discusses the rapid advancements in chat GPT, including its transition to GPT-4, partnerships with Microsoft, Bing integration for web crawling, and the introduction of DALL-E for image generation. Discover how these innovations reshape the sales landscape, providing salespeople with tools for enhanced research, customer insights, and more efficient processes.

 

Stay ahead in the world of AI-driven sales by tuning in to the full episode and unlocking the potential of chat GPT for a more productive and informed sales approach.

Timestamps:

 

0:12 The current state of chat GPT with updates and growth.

2:05 AI enhancements for salespeople in 2023.

7:07 Using AI to enhance sales processes.

12:28 Using AI tools for sales meetings and follow-up.

16:49 Using AI to improve sales conversations.

21:31 AI in sales with Jordan Edwin Sandler.

Key highlights:

 

• In the rapidly evolving landscape of AI and sales technology, staying informed and adapting to changes is crucial.

• Partnerships, such as Microsoft and open AI, leading to the integration of features like web crawling with Bing and image generation with DALL-E.

• AI as a supportive tool to enhance decision-making rather than replacing human involvement entirely.

• Salespeople's Ideal Attitude: The ideal attitude for salespeople in adopting AI is described as being a continuous learner.

• AI for industry research, analyzing buyer profiles, and streamlining meeting follow-ups through automated note-taking.

• Using AI to enhance weaknesses and supplement human skills.

• Custom instructions in chat GPT are highlighted, allowing users to provide context about themselves and their goals.

• AI can help in generating content quickly and efficiently.

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Join Mike Montague and Louie Gravance as they dive into the secrets of making customer service a superpower. Louie, a longtime Walt Disney Company employee with over 25 years of experience at the Disney Institute in Orlando, Florida, shares insights from his distinguished career in designing live experiences. Tune in as they discuss the transformative nature of service, the importance of exceeding customer expectations, and the power of creating moments of spontaneity. Don't miss this episode filled with valuable lessons from Louie's book, "Service is a Superpower: Lessons Learned in the Magic Kingdom." Join us on March 20th at the Sandler Summit for more insights. Tickets are available at sandler.com/summit. 

Tune in now and discover how to make customer service your superpower! 

 

Timestamps:

0:00:12 Making customer service a superpower through improv and spontaneity.

0:07:51 Sales techniques and the importance of listening.

0:11:56 Creating emotional connections with customers through storytelling and branding.

0:19:19 The impact of a sales training organization.

0:23:36 Customer expectations and Disney magic.

0:30:46 Customer service and leadership insights.

 

Key highlights:

• Service is not just performative; it is transformative.

• All service is performative; there's no business but show business.

• Cataloging successful interactions creates the illusion of spontaneity.

• Understanding clients' emotional connections to the brand or product is vital.

• Bringing theatrical elements into the business world creates memorable experiences.

• Clients will always find what they're looking for; set positive expectations.

• Understand the audience (clients) and what they need in the "show."

• Acknowledging and learning from mistakes contributes to personal and professional growth.

• You can build, dream, design, and create the most fantastic place in the world, but it takes people to make that dream a reality."

• The reciprocal relationship: making the company stronger benefits the client as well.

• Service goes beyond creating memories; it leaves a lasting impact on individuals and organizations.

 

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