Sales Motivation Quotes Presentation 2010 Charter Communications

1. Sales Motivation Quotes
2. Concentration and Focus
3. The jack of all trades seldom is good at any. Concentrate all of your efforts on one definite chief aim. Napoleon Hill
4. Enjoy Your Work Day
5. The man who does not work for the love of work but only for money is not likely to make money nor find much fun in life. Charles Schwab
6. Don’t Be Afraid of Obstacles
7. The man who removes a mountain begins by carrying away small stones. William Faulkner
8. Plan for the Big Picture
9. The most important question to ask on the job is not “What am I getting?" The most important question to ask is "What am I becoming?“ Jim Rohn
10. Don’t Give Up!
11. Most people achieved their greatest success one step beyond what looked like their greatest failure. Brian Tracy
12. Give Every Call Maximum Effort
13. Most people never run far enough on their first wind to find out they've got a second. Give your dreams all you've got and you'll be amazed at the energy that comes out of you. William James
14. My advice is to go into something and stay with it until you like it. You can't like it until you obtain expertise in that work. And once you are an expert, it's a pleasure. Milton Garland
15. Never become so much of an expert that you stop gaining expertise. View life as a continuous learning experience. Denis Waitley
16. Ask Questions and Always Learn
17. Seek out that particular mental attribute which makes you feel most deeply and vitally alive, along with which comes the inner voice which says, "This is the real me," and when you have found that attitude, follow it. William James
18. The Road Untraveled
19. The best and fastest way to learn a sport is to watch and imitate a champion. Jean Claude Killy
20. Share With Each Other
21. If you shoot for the stars and hit the moon, it's OK. But you've got to shoot for something. A lot of people don't even shoot. Robert Townsend
22. Walk the Stepping Stones to Success
23. Communication is a skill that you can learn. It's like riding a bicycle or typing. If you're willing to work at it, you can rapidly improve the quality of every part of your life. Brian Tracy
24. Perfect Practice Makes Perfect
25. If you don't see yourself as a winner, then you cannot perform as a winner. Zig Ziglar
26. The Glass is Always Half Full
27. If you can't explain it simply, you don't understand it well enough. Albert Einstein
28. The End

Notes de l'éditeur

This is a list of motivational quotations that I have collected over the past few months. I took the opportunity to form them into a Powerpoint presentation for our team. I have tried to add some experiences that I have had as a customer service representative to make it a bit more interesting. I hope you enjoy the quotes as much as I enjoyed collecting them for you. 
Some days in Retention seem endless and impossible. Don’t lose your focus, discipline and effort. It will pay off in the long run, especially when the disconnect percentage is higher. Persistence towards excellence is important. Set goals for yourself, such as today I will sell five movie premiums or I will find a way to sell three home networkings today.
Even after a year and a-half at Charter, it seems like there are so many details to be aware of in order to be in command of all of the information. There are hundreds of policies and procedure documents that are always being updated, and we must use them as guideposts to do the best thing possible for the customer. What I try to do is to concentration on a handful of key things at a time. Example: This week, I want to be totally on top of HBOMAX information so that I can sell them at an optimum level. And since there are a lot of student disconnects this month, I will make sure I’m constantly reviewing the latest Disconnect Policy. Finally, since I’m getting a lot of billing questions lately and I’m starting to get in a little rut with some billing calls, I will review Charter bills and some frequently asked questions on Charter.com.
It’s amazing what deciding to have a positive attitude will do. Smiling and expecting good outcomes works. Try it out! Anticipate what positive things could happen during the day and you will be surprised how those positive outcomes happen. You’ll end up having more personal fulfillment at work if you constantly expect the best.
Continuing on the same theme, if you don’t have them now, find things which are enjoyable at work. If you have things you look forward to, build on those things. Good work habits can be self-reinforcing. Some self-reinforcing thoughts like, “I love talking to Bev at lunch. She has such a good sense of humor at it gives a lift to my day.” or “I like the challenge of being as sharp as possible on policies and procedures.” or “I can always ask Sabrina or Bonnie about billing questions and I feel comfortable talking to them.” or “Larry knows tons about computers and I feel free to ask him about any HSI related matters.” Build those support networks that make making money more fun. Playful kidding with co-workers like “Wilson” with Sandra, etc. Humor at work in such a stressful job as Retention can be worth a million dollars! If you don’t love work right now, learn to love it!
Go forward in the problem solving process with courage and an open mind and good things are bound to happen.
Write down your short term and long term goals. It helps put things in perspective and helps aid in the notion that great things are not accomplished overnight. Rome wasn’t built overnight and if your goal is to become a Retention Supervisor, it will take consistent concentration, discipline and goal-oriented focus.
How are my short term goals integrating into my long term goals? Use everyday to put yourself in position for the bigger picture and making more money for you and your family. Think not as much about the day to day difficulties as much as how you can day by day build yourself to be of more value to the company, to be so valuable as to be irreplaceable.
It’s not about what I’m getting in the short term, but what I’m positioning myself for in the long run. That’s the focus that will help you build your career in the long term.
We’ve all had days when we have been totally frustrated with the billing system, order entry abnormalities or angry customers, etc. Keep perspective and take a deep breath and hang in there. Things are bound to get better. Try positive thoughts like, “Wow, I did a good job of weathering the storm on Monday. The rest of the week will surely go smoother if I keep giving the same level of effort.” “Wow, I started the day with eight disconnects in the first two hours and I turned it around with over 70-percent revenue and five premium sales!” Get excited about the small victories too. It will help your mental outlook and focus.
As a broadcaster friend of mine used to tell me all the time. “It’s always darkest before the dawn.” Tough learning experiences can be very awkward sometimes, but they can be our greatest teacher! Learning can be humbling, but can put us in the lead in the long run if we are able to turn short term defeats into long term victories.
If we don’t give every customer call maximum effort, we’ll never know how good we can be. The last mile of the marathon can be the biggest test of character, just like the last 20 minutes of a day in retention. Don’t let up, keep pushing! What comes to mind is Bob Kempainen’s effort in the Olympic Trials in 1996. Even though he was throwing up for the last mile, he never quit because he knew what was at stake. Bob is one of my heroes, mainly for that reason.
Have dreams and goals, your supervisor will appreciate that you want to be the best you can be. Visualize success. Picture that vacation you will take because of your extra commission you are going to earn this year. See the new car you can now afford because of an increase in salary. See your spouse smiling about your success. There are a million ways to visualize victory.
Here is a guy who will meet his goals even though he is putting in overtime each day this week. He is more focused in on the goal than his overtime worries. He does not complain and day by day gets better and better at what he does. He is focused in on the customer more than himself and that may be his best quality.
I thought I was horrible at multi-tasking with the billing system and answering billing concerns during my first few months on the job in retention. The more I was able to confidently achieve success in working with customers to solve their problems, the better it got. Never label yourself as “bad” at anything. It’s self defeating behavior. Be confident on every call.
I didn’t find Retention easy at first. With practice and trying my best to cultivate good habits, I was able to overcome some of the earlier feelings of inadequacy and incompetence. Of course, one thing is for sure, never let the customer know you are not sure. As one supervisor told me, “Make sure you are driving the bus, not the customer.” If you don’t know the answer, assure the customer that you will find the answer together and resolve the situation.
A former supervisor one told me that everyday is like a classroom to him. He told he if cannot learn one thing per day, the day has not lived up to its potential. Keep asking questions until you have found the answers which will make you a much better account representative!
Life is nothing but a gigantic classroom a smorgasbord of questions and interesting answers.
When we finish a really good call, where the customer knows you have helped them and you feel you have provided them excellent value by showing all what Charter can offer, you have a really good feeling and a sense of accomplishment. When you have hit a “home run” on a call, convince yourself that this is “the real me.” Remember the confidence and friendly voice that should be present on EVERY call. When you develop the habits of extreme success, keep following that path with all the passion you can muster. This is your path to greatness.
Everyone has a pathway to success which is sometimes the road untraveled(as poet Robert Frost would tell us). The secret is to find your own unique way towards where you want to go.
The same goes for business. Watch the people in the company who perform at a high level on every call. The people you sit next to can teach you this. Study good people. Ask your supervisor to sit next to a top achiever so you can learn something about exploring, call flow, call control, empathy, explaining the bill, etc. We can learn so much from each other by sharing what we do best.
Try to imitate winning habits to make yourself the best Charter Retention Specialist possible. Reach the point of self-actualization on your skill sets which make you successful. As psychologist Abraham Maslow said, the self-actualized person is looking at the world in a holistic manner allowing him/her to reach for their highest path and highest potential without any attachment to a tangible reward. These people realize that incentives and prizes are great, but that winning is it’s own reward, and that once excellent habits and skills are in place the money and success will follow.
Don’t be afraid to try new things or ask new questions. Most winners were not afraid to ask the hard questions and to fail many times before becoming really good at something. Don’t be afraid to fail. If you fail, make sure you use it as a learning experience and as a stepping stone to success.
If you don’t try, you’ll never know how far you could have gone. Have the courage to walk those stones even though the trip may be a little scary.
Take the challenge seriously to become a better communicator as a customer service representative. It may also have effects in your personal life. While trying new things to improve my empathy skills on the phone, I found I was more passionate to increase my empathy skills at home with my wife and children. Funny how that works sometimes!
Work hard at being the best communicator you can be. Some calls can seem like a high wire act, but there is a successful way to resolve every call, no matter how difficult it may seem.
Use positive self talk and visualize success. See the best possible outcomes instead of fearing the worst. See the glass half full instead of half empty. See opportunity instead of problems. See difficult situations as fascinating challenges instead of dreadful disasters!
Many times successful customer service is selling a positive viewpoint. See a crisis as an opportunity. See problems as a way to uniquely solve problems for the Charter customer.
Know your Charter products well. The customer will appreciate your ability to be able to explain things simply and effectively. The customer will know if you’re beating around the bush instead of coming straight to the point.
That’s my presentation. Are there any questions or tid bits of information anyone would like to share with us? Any more words of wisdom that you guys live by every day? It has been my pleasure sharing some of my ideas and experiences. Thank you for listening!

Sales Motivation Quotes Presentation 2010 Charter Communications

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Notes de l'éditeur