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Quinn Byrne Coaching » customer experience

Quinn Byrne Coaching•qbc.ie
Society & Culture
Customer Experience & Employee Engagement
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Episodes

Customer Experience #17: Core Competence – Partners in Your Customers’ Preferred Direction

This is the concluding part of Michael Byrne’s series of 8 podcasts on the Core Competencies for Sales. In this episode, we discuss what it means to be at the pinnacle of Sales Competence: Partners, with your Customers, in their Preferred Directon . The key to this relationship is Trust . Trust which has been built up over time, through proven performance in the other competence areas we have discussed. Trust which is based on awareness that the salesperson understands the customer’s problems an...

Jun 19, 2008•19 min

Customer Experience #16: Core Competence – Solve Your Customer’s Problem

You may be an expert on the product or service you are selling. You may know all about the problems it can solve. But the only problem that matters is the one which is blocking your customer’s path along his preferred direction. Some serious skill is called for here. You see: the customer may not themselves be fully aware of what those problems are. The challenge is to listen, probe, challenge and awaken the customer to discover what they really need. Only then, Michael says, should you mention ...

Jun 09, 2008•20 min

Customer Experience #15: Core Competence – Creating & Nurturing Connections between Stakeholders

In the last episode, we learned the importance of being able to have relevant conversations with very different types of stakeholders in your customer’s organisation. In this episode, Michael takes the idea further. How can you help reconcile these different interests (Production, Finance, HR, Logistics, etc), creating and nurturing connections which will help your customer reach its goals? The scenario is a high-level presentation to the senior management team or perhaps the board of directors....

May 22, 2008•22 min

Customer Experience #14: Core Competence – Having Relevant Conversations

Having relevant conversations with your customers is vital to making the sale. In this week’s podcast Michael talks about the importance of relevant conversations. He explains that while there may be one user of your product or service in your customer’s organisation, there can be many other people who have a stake – and a say – in the decision to purchase. Each of these people views the decision using a different set of rules: rules which have particular relevance for them, but perhaps not for ...

May 15, 2008•1 sec

Customer Experience #13: Core Competence – Knowing What You Need to Know

Trust between the sales person and the customer is key to unearthing the customer’s specific needs. Do you, as a sales person, know what you need to know in order for your customer to trust you? In today’s podcast, Michael explains the importance of trust between the sales person and the customer. Only when a trusting relationship is established, will you as a sales person discover your customer’s specific needs. When you know what they want, and they trust you to deliver it, you will make...

May 06, 2008•18 min

Customer Experience #12: Core Competence – Being Familiar with the Customer’s Standard Operating Procedures

Familiarity with a customer’s Standard Operating Procedures is essential when trying to address that specific customer’s product needs. In today’s podcast, Michael explains that it’s not enough to know about your product – you must understand your customers business. He provides two examples where the salesperson suceeds, not by talking about his product, but by asking about the customer’s use of that product. And he warns against highlighting newness and difference without recognising the...

Apr 17, 2008•20 min

Customer Experience #11: Core Competence – Product Knowledge

In today’s podcast, Michael Byrne looks at the first of the seven defined core competencies for sales people: Product Knowledge . “The key to producing a great customer experience is taking product knowledge, knowing who you’re going to have a chat with and finding out what that person is interested in.” The challenge for a sales team is to take marketing or technical information and incorporate it into a sales strategy that can address the customer’s needs. Using practical examples, thi...

Apr 03, 2008•14 min

Customer Experience #10: An Introduction to Core Competencies

Today, QBC introduces a new series of podcasts in the Customer Experience track, focusing on the theme of building core competencies in sales teams. In this introductory episode, Michael Byrne explains the rationale for a competence-based approach to strategic management of sales teams, and outlines a model for developing competence, based on Customer Experience. The challenge for sales managers is that a “one-size-fits-all” approach to developing competence in teams is unlikely to be effective....

Mar 13, 2008•27 min

Customer Experience Podcast #9: General Mood

We conclude this series of podcasts on the subject of Emotional Intelligence with a look at the area of General Mood, as it relates to the Customer Experience. Michael reminds us of the importance of courtesy and congeniality in customer relations, and stresses that failure to observe this is “the one thing we won’t be forgiven for”. He explains why Customer Experience and Employee Engagement go hand in hand. “There was never a greater requirement for people in customer-facing roles to be suppor...

Dec 10, 2007•15 min

Customer Experience Podcast #8: Adaptability

Emotional Intelligence is defined as the power to respond appropriately, no matter what! When we say “no matter what” we are talking about Adaptibility. In the Emotional Intelligence model, Adaptability is considered in terms of Reality Testing , Flexibility & Problem Solving . Reality Testing is a measure of ability to see things as they really are. It’s vital for Customer Experience that we resist the temptation to tell customers what they want to hear. The desire to please is natural, but...

Oct 23, 2007•13 min
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