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Customer facing time
- 1. Customer facing Time Anil Choudhari
- 2. Benefits of increasing Customer facing time More awareness about our products/ brand Curtain raising on Customer issues/ problems More confidence on the supplier/ sales person Better relationship between two individuals from Buyer & Seller Direct impact in Order booking
- 3. Quality of Customer Facing Time matters 1. Prepare before the meeting. Knowing about their plant, culture & history before meeting will enable you to ask right questions. 2. Never meet customer on his seat, manage to bring him to conference room with few of his colleagues. You will get full attention & the message conveyed to more than one person ( sometimes subordinates can give good ideas) 3. Bring them to the plant / site where you can see your machines or competition machines running. You will find something to highlight or bring to their notice helping your cause. 4. Summarize the meeting with actions points & way forward. Bullet points will be remembered & you will get commitment from him. Cycle finished in 4 meetings in place of 7-8
- 5. How the Speed matters Activities in Sales Cycle Normal case Speed case Sales person X Y Convincing customer & RFQ Generation 180 60* Increase speed at all levels and see the sales getting double Quote Submission 30 10* Finalisation & Closure of Order 90 15 Payments/ LC 45 10 Delivery of Order 150 90* Commissioning & Proving parameters 60 30 Time taken for Complete Cycle 555 215 No. of Cycles in 3 years 2.0 5.1 Value of each Order/ Cycle Euro 500,000 500,000 Total Business in 3 years in Euro 986,486 2,546,512 * Resources required
- 6. 際際滷 6 Before you call.prepare Before you quit.try Before you talk..listen Before you react..think Before you offer solutionunderstand need Before you quote..know their benefits Never ever give cheap solution if value to customer is Big Clarity will come from Before you play .Know the rules of the game
- 7. Accountability : Causes for Loss of Customers 1. The customer dies 1% 2. The customer moves 3% 3. A friend of customer emerge as competitor. 5% 4. The competition converts the customer to become their supporter. 9% 5. The customer becomes dissatisfied. 14% 6. The customer believes that sales person doesnt care. 68% ( Above figures are from Mckinsey survey report 2002 ) The lesson is .LOVE YOUR CUSTOMER
- 8. Possibility of getting Business increases If you call customer that you have solution which can be useful to him 10 % If you are referred by some common friend or your friend joins new company 28 % If customer calls you that he has a project & he wants to meet you 53 % This information about the study is from www.synovate.com It is always beneficial if you can manage that customer invites you for the meeting
- 9. 1. What do I understand about the customers buying process? 2. How have my selling activities helped the customer commit to taking action? 3. What actions has the customer already committed to? 4. What actions has the customer not yet committed to? 5. What can I do now that might help the customer make the next commitment? 6. What am I prepared to do if the customer refuses to commit? Questions which will bring different end result Direct impact in Order booking
- 10. 6 point program for Success Listen ( People dont listen) Think ( If they listen, they do not think) Analyse ( Sometimes they think, but do not analyse) Plan ( Road map is to be made) Communicate ( Even if they analyse, they do not communicate properly, how can you expect good results without conveying what you want to achieve) Action ( Normally people do this for sure, missing one or all above steps). Steps ensuring the success without fail
- 11. Thank You