When it comes to revenue, customer retention is hugely important to consistent growth and financial planning. The more committed customers you have for the next financial quarter, the easier it is to meet your sales goals. As the old verse goes, “Make new friends, but keep the old. One is silver, the other gold.”

1. SALES
Techniques for Building Personal
Client Relationships
CREATING POSITIVE CUSTOMER RELATIONSHIPS

2. TRUST
People Buy From People They Trust.
The key to building trust: Promise a lot and deliver
more!
Give examples of when you did what you said you
will do and then some?

3. Relationship Selling
Make a sale, and you will make a living……
Develop a positive relationship with you client
and you can make a fortune in sales

4. Relationships Change
CHANGE IS THE ONLY CONSTANT IN RELATIONSHIPS
Relationships Will Be
1. Tested
2. Strained
3. Constantly redefined
4. Given new rules, expectations, and limits
PROVIDE EXAMPLES OF EACH OF ABOVE
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5. YING & YANG
Managers ask Salespeople to increase sales
volume and margins, as well as improve
customer loyalty and retention…
THIS NO SMALL ORDER!
BY THE WAY, YOU NEED TO DO IT WITH:
1. Decreasing Budgets
2. Decreasing Support Staff
3. Decreasing Contact With Management
4. Decreasing Expenditures for Sales Training

6. CREATING POSITIVE
RELATIONSHIPS
Why Relationships sour:
1. Hidden Agendas
2. Personal Agendas
3. Inflated Egos
4. Unrealistic Expectations
5. Uncommunicated Expectations
6. Lack Of Trust, Respect, or Both
7. Greed, Selfishness, or Both
8. Unethical Behavior
9. Lack of Integrity
10. Arrogance
11. Ignorance
12. Inconsistent Standards or Rules
13. Old Baggage
14. Inflexibility
15. Misperceptions
16. Judgmental Behavior

7. Six Sources Of Conflict
1. Unrealistic Expectations
2. Poor Follow-up
3. Assumptions
4. Egos
5. Increased Stress Levels = Short Fuses
6. Hidden Agendas
Give examples of each and how to avoid and fix

8. ANTICIPATE AND SATISFY
EXPECTATIONS
Customers want:
1. Fair price
2. Responsiveness to requests
3. Responsiveness to problems
4. Friendly treatment
5. Comfortable sales climate
6. Empathy for their needs and wants
7. People who listen
Give examples of anticipating each …..

9. BE POSITIVE
1. Tell customers what you can do for them, not what
you can’t or are unwilling to do
2. Facilitate the relationship instead of Complicating it
3. Be a resource and offer assistance, ideas and support
4. Read the feelings and emotions behind the words
5. Be a creative problem solver by pushing the edges
and not accepting the status quo
6. Be available when things are not going so well
7. Things are either getting better or worse…make sure
you know the direction of the relationship…

10. BE POSITIVE
1. Tell customers what you can do for them, not what
you can’t or are unwilling to do
2. Facilitate the relationship instead of Complicating it
3. Be a resource and offer assistance, ideas and support
4. Read the feelings and emotions behind the words
5. Be a creative problem solver by pushing the edges
and not accepting the status quo
6. Be available when things are not going so well
7. Things are either getting better or worse…make sure
you know the direction of the relationship…