Customer facing TimeAnil Choudhari

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

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

SPEE

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AC

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Improve Customer interaction

How the Speed matters

Activities in Sales Cycle Normal case Speed caseSales 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 15Payments/ LC 45 10

Delivery of Order 150 90*Commissioning & Proving parameters 60 30Time taken for Complete Cycle 555 215No. 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

Slide 6

Before you call….prepare

Before you quit….try

Before you talk…..listen

Before you react…..think

Before you offer solution……understand need

Before you quote…..know their benefits

Never ever give cheap solution

if value to customer is Big

They will never buy

Clarity will come from

Before you play ………….Know the rules of the game

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

doesn’t care. 68%

( Above figures are from Mckinsey survey report 2002 )

The lesson is ………….LOVE YOUR CUSTOMER

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

1. What do I understand about the customer’s 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

6 point program for Success

• Listen ( People don’t 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

Thank You