Quinn Byrne Coaching
10 episodes - English - Latest episode: about 16 years ago -Customer Experience & Employee Engagement
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Episodes
Customer Experience #17: Core Competence – Partners in Your Customers’ Preferred Direction
June 19, 2008 15:21 - 19 minutes - 17.8 MBThis is the concluding part of Michael Byrne’s series of 8 podcasts on the Core Competencies for Sales. In this episode, we discuss what it means to be at the pinnacle of Sales Competence: Partners, with your Customers, in their Preferred Directon. The key to this relationship is Trust. Trust which has been built up [...]
Customer Experience #16: Core Competence – Solve Your Customer’s Problem
June 09, 2008 13:33 - 19 minutes - 18.2 MBYou may be an expert on the product or service you are selling. You may know all about the problems it can solve. But the only problem that matters is the one which is blocking your customer’s path along his preferred direction. Some serious skill is called for here. You see: the customer may not [...]
Customer Experience #15: Core Competence – Creating & Nurturing Connections between Stakeholders
May 22, 2008 14:51 - 21 minutes - 19.8 MBIn the last episode, we learned the importance of being able to have relevant conversations with very different types of stakeholders in your customer’s organisation. In this episode, Michael takes the idea further. How can you help reconcile these different interests (Production, Finance, HR, Logistics, etc), creating and nurturing connections which will help your customer [...]
Customer Experience #14: Core Competence – Having Relevant Conversations
May 15, 2008 11:11 - 1 second - 1 ByteHaving relevant conversations with your customers is vital to making the sale. In this week’s podcast Michael talks about the importance of relevant conversations. He explains that while there may be one user of your product or service in your customer’s organisation, there can be many other people who have a stake – and a [...]
Customer Experience #13: Core Competence – Knowing What You Need to Know
May 06, 2008 14:20 - 18 minutes - 16.5 MBTrust between the sales person and the customer is key to unearthing the customer’s specific needs. Do you, as a sales person, know what you need to know in order for your customer to trust you? In today’s podcast, Michael explains the importance of trust between the sales person and the customer. Only when a [...]
Customer Experience #12: Core Competence – Being Familiar with the Customer’s Standard Operating Procedures
April 17, 2008 13:02 - 20 minutes - 18.5 MBFamiliarity with a customer’s Standard Operating Procedures is essential when trying to address that specific customer’s product needs. In today’s podcast, Michael explains that it’s not enough to know about your product – you must understand your customers business. He provides two examples where the salesperson suceeds, not by talking about his product, but by [...]
Customer Experience #11: Core Competence – Product Knowledge
April 03, 2008 12:36 - 14 minutes - 13.1 MBIn today’s podcast, Michael Byrne looks at the first of the seven defined core competencies for sales people: Product Knowledge. “The key to producing a great customer experience is taking product knowledge, knowing who you’re going to have a chat with and finding out what that person is interested in.†The challenge for a sales [...]
Customer Experience #10: An Introduction to Core Competencies
March 13, 2008 22:47 - 26 minutes - 24.4 MBToday, QBC introduces a new series of podcasts in the Customer Experience track, focusing on the theme of building core competencies in sales teams. In this introductory episode, Michael Byrne explains the rationale for a competence-based approach to strategic management of sales teams, and outlines a model for developing competence, based on Customer Experience. The [...]
Customer Experience Podcast #9: General Mood
December 10, 2007 16:07 - 14 minutes - 13.5 MBWe conclude this series of podcasts on the subject of Emotional Intelligence with a look at the area of General Mood, as it relates to the Customer Experience. Michael reminds us of the importance of courtesy and congeniality in customer relations, and stresses that failure to observe this is “the one thing we won’t be [...]
Employee Engagement Podcast #6: General Mood
November 07, 2007 22:44 - 17 minutes - 16 MBOur final Emotional Intelligence podcast in the Employee Engagement series focuses on the area of General Mood. There are two attributes to consider: Optimism and Happiness. Optimism refers to how we feel about the future, whereas happiness is about how we feel now. Not surprisingly, they are closely associated. Michael points out that these variables [...]