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Leslie Groene Website Homepage February 2017, Vol. 140

Understand How Your Customers Think (and Feel)!

1) Happy customers are a lot more likely to tell their friends
On average, happy customers tell nine people about their experiences with a company.

2) But a single unhappy customer often means that there are many more
For every customer who complains, there are 26 customers who donít say anything.
Often, theyíll simply get fed up and leave.
Thatís why customers who complain are giving you an extraordinarily valuable gift: insight into whatís probably making many more customers unhappy than just the person who chose to tell you about it..

3) Making existing customers happy can help you sell more than finding new customers
When it comes to sales, the probability of selling to an existing happy customer is up to 14x higher than the probability of selling to a new customer.
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Many people think that the only way to grow their business is to find new customers. But often, the best source for growth is sitting right in front of you: existing customers. You just have to make them happy, and then find ways to deliver more value to them..

4) In fact, retention is the most surefire way to improve your bottom line
Businesses that grow their customer retention rates by as little as 5% typically see profit increases ranging from 25% to 95%..

5) If youíre known for good customer service, you can charge more
86% of customers will pay more for a better customer experience.
With excellent customer service seeming more rare these, customers are willing to pay a premium for it. Deliver on that desire, and your customers will be happy to pay higher prices..

6) But if you donít deliver great support, your customers will leave
82% of customers have left a company because of a bad customer service experience..

7) When you screw up, donít forget to apologize
37% of customers are satisfied with service recovery when they are offered something of monetary value (e.g., a refund or credit). But when the business adds an apology on top of the compensation, satisfaction doubles to 74%.

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In order to be a consultative sales rep, we need to be prepared to build a relationship with a new contact which needs a well thought out go to market strategy. This includes many 'touch points' and prospecting tools. We will discuss the timelines that work as well as objection resolution.

Join us to learn (or remember) how to approach new contacts with confidence and a plan that helps them accomplish their objectives. Their objectives are the center of our approach and selling process in this new world of solution selling!

Key Takeaways:
1. How to get prospects to engage with you
2. Using marketing tools to gain trust
3. Overcoming objections in this challenging market
4. Creating long term prospecting strategies

About our speaker:
Leslie Groene, President, Groene Consulting, is one of the coaching superstars in the world of corporate sales as well as a business consultant and author. Her background is in the paper and printing industries as a sales rep and sales manager. She has been featured in many PIA affiliate markets and as a speaker and business development trainer including the upcoming Print Leadership Summit. She helps her clients focus on revenue generation and profit growth. She authored the business strategy book Picture Yourself & the Life You Want and is a nationally-renowned motivational speaker. To purchase her book or to contact her please go to

Reserve the date and register here. If you cannot attend, pass this invitation to an industry friend.

Wednesday, February 15, 2017: 11:30 am - 1:00 pm
Coaching Center of Orange County
1231 E. Dyer Road, Suite 215, Santa Ana, CA 92705
Member's investment: $35. Nonmembers: $60.00
Lunch is included

If you have any questions, contact Emily Holguin. You can download the flyer here.

Focus Point

69. Be proud of your company and associate with the "best of the best."

Never take your firm for granted. Often, companies have long and illustrious histories. They've paved the way for many of today's breakthroughs and products. We also know that many leading industries require tremendous capital investment, and that owners and management often deal with gut-wrenching financial issues, yet somehow they manage to keep the lights on and keep their services and resources available to us when we need support.

My career has enabled me to gain insight from just about every vantage point in many different industries. As a result, I encourage all of my sales associates to demonstrate their pride and loyalty in their firms and on behalf of their client base.

Also, when you do have the chance to get to know a sales pro in your industry, see if that person might be interested in becoming a mentor for you. Often, such individuals derive a great deal of satisfaction from helping one of the "young pups" in the office. The most important thing you need to show such a person is your desire to master the craft of selling and to acknowledge that you don't quite know it all yet.