Christmas Cross Selling Made Easy

This is the perfect time of the year to pick up the pace for cross selling.  Everyone is busy, has gift giving on their mind and appreciates someone that shows interest in them.  

Sometimes we avoid cross selling because we just don't know what to say.  Try some of these scripting ideas:

            “Mrs. Reed, any special plans for the holidays?”

Their answer could lead you to exploring the gift of a savings account for grandchildren or a line of credit to manage holiday expenses.

“Good to see you, John, I've been meaning to ask you about activating the rewards benefit on your account.  It’s a great way to build up points you can use on purchasing tools or gifts, are you ready to start earning those points?”

Anytime you have an offer that saves the customer money or provides additional benefits engage them by asking or offering benefits related to the offer.

“Mrs. Wilson, I noticed on your commercial checking account you don’t have our online, easy, and affordable payroll service.  I want you to have this information; others like you tell me this service has saved them time, stress and bookkeeping services.  May I have a payroll specialist call you about automating your payroll?

“Mr. Leland, are you aware I can waive your small business checking account fee each month when you open a commercial savings account with an automatic transfer of at least $100 each month?  It’s a great deal, saves you money every month meanwhile you’re stashing away extra cash for the unexpected!  Can I sign you up?

Convenience is everything to the customer.  Like you they like fast, easy, convenience products and services.  Turn the customer on to the products you have to offer that are of maximum convenience.

Happy Holidays!

Still learning, 

Honey

Convey a Genuine Interest in Others

You know that person that you can't wait to see?  Your caller ID notifies you it's that person and you are delighted because they have developed the art of expressing real interest in you.  I have been blessed with many amazing people in my life.  Jackie Greer was probably the standout when it came to focusing on who she was with and making the encounter unforgettable.  If I wasn't available when she called I loved her voice messages.  "I am calling to check up on you, you are one of my favorite people.  Call me soon with an update about your life.  Can't wait to talk to you."

When she died her celebration of life service was a testament to how many hundreds of us thought we were her favorite.  Even at 99, she was always eager to learn the latest that was going on with others.  What a role model.

What do you know about the people you work with, your friends, family members?    What about people you share common interests with such as those you attend church with or fellow memebers of a civic organizations?  

Learn how to ask great questions; then listen.  Refrain from dominating conversations and from taking the conversation from all about them to all about you.  Everyone appreciates those rare individuals that have mastered the art of listening.

Make a list of all the people in your life that matter most, pay particular attention to those you admire the most.   This exercise has a two-fold benefit.  One, the more you know about others – first hand, not through the rumor mill - the greater the chance you have expressed interest in knowing them.  Two, clarifying what behaviors and traits you admire in others is an important step in determining what behaviors and traits you will want to nurture in yourself.

Still learning,
Honey

Thoughts on Coaching Others

I think of all the training engagements I have had the good fortune of presenting the management/supervisory training is the most rewarding.  My training with the William Glasser Institute was life altering for me and I have stay committed to teaching and sharing what I learned.  Here is a page from one of my manuals on coaching others that is founded on Glasser's Choice Theory:

Rules of the management road:

• You can't make anyone do anything
• No one changes anything until they see the good in it for them
• Everyone wants to be highly regarded
• All behaving is the person's best attempt in the moment to feel good

The Manager’s Job

As much transparency as possible and kind truth telling are key to gaining the respect and trust of your staff.

Tell them who you are, what you stand for, what you will ask them to do, what you will not ask them to do, what you will do for them or with them and what you will not do for them.  You act as a mirror observing performance and providing feedback.  You spark self evaluation with your staff to encourage them to clearly see what is working, what isn't, what they want and what's involved in accomplishing goals.

Coaching and counseling is a powerful approach to developing employees.  Coaching focuses on improving job skills, knowledge and encouragement.  Coach employees on new techniques to make their job performance improve or when regulations change, for instance.  Counseling centers primarily on issues of attitude, motivation, or people skills.  Use counseling to show an employee how different approaches can make him/her more effective in dealing with customers and coworkers.

Coaching and counseling are focused on bringing out the best in others.   Because frequent coaching provides open communication and ensures ongoing feedback, employees generally value the approach.  Ongoing coaching takes all the surprise out of performance evaluation and provides a vehicle for the employee to clearly understand expectations.. 

Coaching and counseling are useful tools in building cohesive relationships and teaching empowering behaviors that improve overall satisfaction with all the stakeholders; customers, coworkers, employees and management. 

Still learning,

Honey Shelton

http://www.interaction-training.com

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