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Being a SMART FRIEND
A Key Tool in Reaching New Horizons Consultative Sales
Today You Will Discover• What is being a “Smart Friend”
• What skills do you need to be a “Smart Friend”
• How can this approach move your sales forward
What Do You Think a Smart Friend Is?
• Use the “Chat Box” to share your ideas
Customer Service
Technical Support
Sales
Field TechniciansDispatch
The Smart Friend Approach• The Smart Friend Approach is the ability to
read between the lines and meet the unrecognized needs of the customer
• Here we act as the smart friend and engage our customers in conversation to discover these needs
The Smart Friend Approach• Finally, we take those needs and find solutions
for them
• This approach aligns perfectly with our company’s goal, for better communication
How Can We Be A Smart Friend?
• Engage and build rapport– Relate to them and build their trust
• Ask probing questions– Ask open ended questions
• Listen effectively– Recap key facts and read in between the lines
• Familiarize yourself with Field Communications1
• Explore the KDB2
• Use the RST Website 3
Raise your hand and talk to us about other
ways we can find more knowledge.
Knowledge is POWER
Example• You
– Get a customer named Mr. Smith, who is unhappy with his Trply cable service
– You ask questions and finds out that the TV is not working
– While setting up a trouble call, for the next day, you find out that the customer has 3 iPads in the home
– How can you be a smart friend for Mr. Smith?
Maslow’s Hierarchy of Customer Service
The “Smart Friend” creates a customer that will spread how amazing their experience was. This will take your brand to new horizons!
Summary• A “Smart Friend”: Builds Rapport, Probes and
Effectively Listens to their customer’s answers• A “Smart Friend”: meets the unrecognized
needs of the customer• A “Smart Friend”: Always uses the tools at
their reach, to stay up-to-date as a Subject Matter Expert
A “Smart Friend” always rises to the
TOP! Reaching new
HORIZONS!
Where will You Stand?
