what your manager wants you to know your... · 2019-11-11 · what my manager wants me to know ......
TRANSCRIPT
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WHAT YOUR MANAGERWANTS YOU TO KNOW
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Jenna MonseCNS HR Business Partner
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Shelly NetlandTraining Development Partner
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tekhnologic
AHow the Internet
works. B How to read minds.
CThe work I do is “OK-
ish.” D EVERYTHING!
What my Manager wants me to know…
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Mastering your habits is more important than achieving a certain outcome.
Emotional Intelligence and
Workplace Relationships
Effective Listening to
Be Thorough
Service and Sales
Mindset
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What
How
WHY“People don’t buy
what you do, they
buy why you do it.
You will attract
those who believe
what you believe”- Simon Sinek
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The Lemonade Life
- ZACK FRIEDMAN
We all sought to absorb Buffet’s infinite wisdom, which we
expected would be his take on the economy, investing and business.
The more I listened, however, I realized the real “wisdom” was less
about business and more about living your life with purpose, on your
terms, with the things you enjoy, like a root beer float.
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SELF-
AWARENESS
SELF-
REGULATION
EMPATHY ATTITUDE
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LACK OF EMOTIONAL INTELLIGENCEArgumentative
Lack empathy
Others are over-sensitive
Blame
Avoid emotionally-charged situations
Sudden emotional outbursts
Difficulty maintaining friendships
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Deep breath
Rice Krispies AND milk
Calm & Infectious
Alternative Solution and Outcome
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RELATIONSHIP FOCUSED
Collaborative
Aligned Vision
Communicate Better
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▪ Accountable
▪ Integrity
▪ Trust
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STAY POSITIVE
Only YOU can control your attitude
Opting for positivity is energizing
Open to new opportunities &
experiences
Challenge irrational thoughts
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tekhnologic
A Yep, that’s me! B Sure.
C Where am I, again? D ZZZZzzzzzzz……
Who’s still with us?
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▪ A forgotten skill
▪ 25% - it’s a fact
▪ Most used communication skill
▪ Least amount of training
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Empathize
Attentive & Relaxed
Open Mind & Poker Face
“Most people do not listen with the intent to understand;
they listen with the
intent to reply.”
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FOCUS ON WHAT THE CUSTOMER NEEDS
Solutions
Friendliness
Understanding
Fairness
Control
Options
Information
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RUN TOWARDS COMPLAINTS
▪ “If I didn’t care, I wouldn’t complain.”
▪ A customer who complains is willing to
stay.
▪ Reveal areas that need improvement.
▪ Keep an open mind.
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tekhnologic
AI do not like green eggs and
ham.
I do not like them, Sam-I-Am. B I’m not really sure where to
start…
C Teach me sensei. D I could sell a ketchup popsicle to
a woman in white gloves.
My comfort level with selling, upselling and
cross-selling is:
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…And he can fire everybody
in the company from the
chairman on down, simply by
spending his money
somewhere else.
- Sam Walton
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62
%
60
%
Stopped doing
business
Higher expectations
Pay more
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TEACHING YOUR “BOSS”
Reduces Complaints
Talk “with” and not just “to”
Get to know them
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Analyst – Bill BelichickAccommodator – Pete Carrol
Assertive – Jim Harbaugh
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Identify your favorites
And be prepared to sell
them!
Good sellers can answer
“Why”
Helping – not selling
Listen more than talk
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Upselling is persuading the
customer to upgrade their product or buy a
more expensive version of it.
Cross-selling is suggesting other relevant products
people can try.
Upselling Cross-selling
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CHOOSE
THE RIGHT
SELL
Upgrades
Product Protection
Customization
Extended Service
PeriodBundles
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EXPERIENCE VS
SERVICE▪ Experience - Proactive
▪ Service – Reactive
▪ Want the same things
▪ To be taken care of
▪ Technology
▪ Demanding
▪ Problems resolved faster
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The average business loses about 20% of its customer base per year.
Increasing customer retention by 5% increases profits by 25-95%.
Fast Response to inquiries or complaints are the most important element of the ideal Customer Experience to 47% of customers.
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Accountable
Attitude
Professionalism
Level of
Commitment
Emotional
Intelligence
&
Relationships
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Acquire new skills
Open to change
Open-minded
Curious
Embrace opportunities
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Practice Empathy
Run towards
complaints
Keep an open mind
Solutions
Effective
Listening
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Customer is Boss
Embrace Products &
Services
Always offer the sell
Help provide an Experience
Sales &
Service
Mindset
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You’re doing a good job – keep up the good work.
I trust you.
Thank you.
I don’t know.
I need a backup person.
You’ve got this!
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