வெள்ளி, 27 ஆகஸ்ட், 2010
Life
HOW TO POLISH YOUR PROFESSIONAL IMAGE
PROFESSIONAL IMAGE
A guide on Image Management to Branch Managers
A typical scenario at branches show heightened activity and everybody look bogged down in their routine.
It is true that Activity gets you busy but Productivity gets you results. It is also a fact that Activity consumes time but Productivity frees it.
How to move towards a productive environment is the focus of this booklet brought out by IMAGE, titled HOW TO POLISH YOUR PROFESSIONAL IMAGE.
This assumes more importance these days where a number of customers, who have an unpleasant experience at a branch, will not buy products again from that branch. To make matters worse, an unhappy client will tell his story to at least nine or more people.
Further you have occasion to deal with 4 generations ; The Veterans (also called the Traditionals), born between 1922 and 1946; The Baby Boomers, born between 1946 and 1964 ;Generation X, born between 1964 and 1980; The Millennials (also called Generation Y or the Nexters), born between 1980 and 2000.
It is, therefore, essential that Branch Managers project an image, whether by conscious design and nurture it for successful service delivery. Creating a winning image includes dressing appropriately, projecting confidence and exhibiting congruence between the words we speak and the body language we use.
As upgrading your professional image will create a positive lasting impression, both in your career and life, Branch Managers are requested to give image management the seriousness it deserves and project to the gennext customers and the outside at large, a bubbly, vibrant and progressive image about yourself and your dear Indian Bank.
With best wishes from,
V Srinivasan
General Manager/Principal, IMAGE
What is Professional Image all about?
Professional image includes
How You Look
How You Talk
How You Carry Yourself
How You Impress Your Boss
How You Impress Your Peers
How You Impress customers
Professional Image is not about
featuring expensive designer suits
speaking with an enticing British accent
giving exaggerated compliments
Professional Image is all about
Common sense
Being real.
Why should you polish your professional image?
It is said, you can't judge a book by its cover, but how many of us judge people by their appearance, speech and behavior?
We form opinions about people within seconds of meeting or speaking with them.
A good first impression is essential because a bad first impression is difficult to overcome.
There is truth in the old saying, "You never get a second chance to make a good first impression."
You represent your business every minute of every day. Never go out into the public (even the grocery store) without paying attention to your appearance.
It makes you feel, how you communicate with others is important and the importance your smile, listening skills and good eye contact carries. These actions enable customers to know they are important to you.
Enables you to get the conviction that you always do what you say you will do. Be a person of your word. If you say you’ll be there, be there – no matter what.
That reliability and trustworthiness is a very important part of your image.
Helps you to be honest and straightforward.
Gives you courage, if you are asked a question and you don’t have the answer, to admit it. “I will find out and get back to you by the end of the day.” is a great response.
To admit honestly what you don’t know.
To maintain discipline and be punctual always, as this indicates that the person you are meeting with is important to you.
To be sincere and open, but never bash the competition.
To let the customer determine that by your positive actions, not by the negative things you say about others, that you are better than your competitor
Why is polishing your professional image critical to your success?
People are observing you and making judgments about you daily
People draw conclusions about your competence, confidence, and character.
You may not notice this but you are being watched by more people than you know.
Make sure that what they are seeing is what you want them to see
To send messages to others what you truly want to send.
All of this starts with keen awareness.
Pay attention to
your clothing
your hygiene
your choice of words
your tone of voice
your gestures
your handshake
your style of humor and
your smile.
How you can project a professional image
1. Shower daily and use minimal or no cologne - There is nothing more off-putting than smelling a colleague long before the person comes into view. In this case a little is more.
2. Dress for the occasion. If the occasion is business, Then dress as if you mean business. Choose basic, understated business clothing, preferably in solid colors, and make sure it is clean and well matched. What you wear reveals your Self-esteem , Self-respect, Confidence, Organizational skills, Soundness of judgment, Attention to detail, Creativity and Reliability
3. Avoid the use of profanity, common street language, overworked phrases, and empty expressions that detract from the image you want to present.
People who insert "you know", for example, after every other sentence actually sound like they don't know what they are talking about
4. Speak with moderate animation. Stridency(being loud and harsh), silliness, and rage on a regular basis are exhausting to the listener. Otherwise, you could be labeled emotionally unstable.
5. Use a pleasant, steady tone of voice - it conveys that you possess self discipline and control.
6. Establish eye contact - Looking into people's eyes builds credibility.
7. Grip a person's hand somewhat firmly when a shake is appropriate, and know when to let go.
8. Gesture periodically for emphasis or explanation.
9. Insert humor meaningfully but it will erode your reputation if you use it too often or inappropriately.
10. Reveal details about yourself with discretion. While sharing parts of yourself with others is both desirable and expected, be sure that you deliberately and consciously select information that facilitates positive, healthy relationships with others.
11. Try to keep things cordial and friendly, but don't get too personal.
Traits that spoil your professional image
1. Always holding meetings at the same time and same place, with the same people and with the same fixed agenda. You believe that it shows you are in control and that everyone likes structure.
2. Always listening to the same music, eat the same food and read the same books. You believe that this shows you know what you like.
3. Saying ‘it will not work’ instead of ‘I wonder what will happen’. This avoids embarrassment and you can always blame luck if it really does work.
4. Trying to avoid failure at all costs. People never get to the top by making mistakes. Do they?
5. Always taking the easy way out or use the first idea that springs into your mind.
6. Never starting anything unless you know how it will turn out. This is also a sign of control and avoiding mistakes; and always making sure that wacky ideas are never given the light of day.
7. Never asking ‘why’ or ‘how’ because you may discover something unpleasant or the answer may contravene tip number 6.
8. Always discarding ideas or plans that have flaws in them. They are useless and can never be made to work.
9. Never sharing ideas with others, yours are too valuable and they have nothing to contribute.
10. Always believing that you are creative and that others are idiots
11. Projecting a rigid image through your dress manners, expressive and excessive religious marks on the forehead, dialogue delivery, which makes you look out of date with the young generation and puts them off
12. Displaying a collection of pictures of God both on the table top and on the wall
13. Keeping a regular clutter of unattended papers/files
Effective Communication
Being an effective communicator is part of your professional image. You can make your communication eye-catching and still look professional if your communications carry the following:
1. Personalize
2. Show value
3. Branding to be maintained
4. Trigger words to generate enthusiasm
5. Keep it short
6. Analyse and keep improving
7. Don’t deviate
8. Proof-read
If your image is not professional, people perceive your management style as follows:
1) Managing By Walking Faster Then The Employees
2) Managing By Staring Out Of The Window
3) Managing By Post-It's
4) Managing By Delegation To The Secretary
5) Managing By Knowing Nothing
6) Managing By Conceptual Thinking
7) Managing By Hiding Information
8) Managing By Doing Exactly What The Boss Says
9) Managing By Walking One Foot Behind The Boss
10) Managing By Smiling And Wearing Nice Suits1
1) Managing By Studying
12) Managing By Creating Vague Overhead Sheets
13) Managing By Open Door And Empty Room
14) Managing By Speaking With Other Managers
15) Managing By Having A Non Supporting Infrastructure
16) BUA Management ( y Using Abbreviations)
17) Managing By Using Buzz Words
18) Managing By Reorganization
19) Managing By Believing
20) Managing By Forgetting Promises
Self Confidence – it props up your image
Skills you need for self confidence
Carefulness
Cooperation
Creativity
Discipline
Drive
Good Attitude
Goodwill
Influence
Optimism
Order
Safe Work Behaviors
Savvy
Sociability
Stability
Vigor
Try the following for improving self-confidence
Identify your successes
Look in the mirror and smile
Exercise and eat healthy.
Turn feelings of envy or jealousy into a desire to achieve
When you're feeling superbly insecure, write down a list of things that are good about you.
Don't be afraid to push yourself a bit - a little bit of pressure can actually show just how good you are!
You can try attending martial arts or fitness class/course (or both). This will help build confidence and strength.
Invest in some new clothing and donate some of your old clothing to send a message to yourself that you both look sharp and feel sharp
Try to make yourself talk positively
Don't get wrapped up in your mistakes and dwell on bad points
Don't confuse what you have with who you are. People degrade their self worth when comparing possessions
Surround yourself with nurturing friends, not overly critical individuals who make you feel inadequate or insecure.
Have an Assertive Image
Assertion means standing up for what you want.
Assertiveness is one of the essential skills in the modern working environment.
Assertiveness is characterized by both fairness and strength.
Assertive Managers are able to stand up for their rights, but remain sensitive to the rights of others.
Assertiveness is a response that seeks to maintain an appropriate balance between passivity and aggression.
Assertive responses promote fairness and equality in human interactions, based on a positive sense of respect for self and others.
Assertiveness generates courage.
Assertiveness empowers a personality.
The Managers who are assertive are usually relaxed and easy going, but are honest about their feelings.
Assertiveness minimizes stress and helps maintain long-standing intimate relationships.
Assertiveness helps in better time management, increased self esteem and the ability to negotiate more effectively.
Project, therefore, an assertive image.
Get Along Better with EVERYONE
1. Before you say anything to anyone, ask yourself 3 things: Is it true? Is it kind? Is it necessary?
2. Make promises sparingly and keep them faithfully. Under promise and overdeliver.
3. Never miss the opportunity to compliment or say something encouraging to someone.
4. Refuse to talk negatively about others
5. Don't gossip and don't listen to gossip.
6. Have a forgiving view of people. Believe that most people are doing the best they can.
7. Keep an open mind; Discuss, but don't argue. (It is possible to disagree without being disagreeable. )
8. Manage your anger and your tongue. Think before doing or saying anything that could make matters worse.
9. Let your virtues speak for themselves.
10. If someone criticizes you, see if there is any truth to what is being said; If so, make changes; If there is no truth to the criticism, ignore it and live so that no one will believe the negative remark.
10. Cultivate your sense of humor; Laughter is the shortest distance between two people.
11. Do not seek so much to be consoled, as to console;
12. Do not seek so much to be understood, as to understand;
13. Do not seek so much to be loved as to love.
Other traits for projective a positive professional image
Fly with the Eagles
By associating with optimistic, result oriented, go-ahead people, the previously average individual begins to perform at extraordinary levels.
Every major change in your life will be associated with a change in the people you live or work with.
Set high standards for your friends and associates and refuse to compromise.
Your outlook upon life, your estimate of yourself, your estimate of your value is largely colored by your environment.
Your whole career will be modified, shaped, molded by your surroundings, by the character of the people with whom you come in contact everyday
Your Service Strategy
Develop the ability to get the job done fast, to execute quickly.
Nothing will help you more in your career than to get the reputation for being the kind of person who gets the most important job done quickly and well.
Make sure that whenever your boss sees you or talks to you, you are working on what he or she has told you are his or her top priority for you.
Set priorities, separate the relevant from the irrelevant
The Most Important Ability is Depend-Ability
You can create a positive, attractive energy field around you by developing a reputation for being the person everyone can depend upon to get the job done. As a result, you will be given more and bigger jobs as well as the authority and the rewards that go with those jobs.
Take time to get to know your subordinates and the people who are below you on the corporate ladder. Talk to them, offer help to them, be courteous to them.
Go out of your way to compliment and recognize them for their work and you will be amazed at the difference this makes in your career.
Network Professionally
The more people you know and work with in your industry, the more doors of opportunity will open for you when the time is right.
Think and Plan Long Term
Take a long-term perspective on your career. As you read newspapers, make a list of the top people in banking. Collect their names, titles, designation. Every time you see a reason to communicate, write to each of them a letter and send them something that is not business related. When you meet them in social/business circles they will remember you. This will result in long term association for career growth.
Project an image of self-motivated personality
Develop Enthusiasm
The word “enthusiasm” comes from the Greek words en theos and simply means “God within.” If you look at the word “enthusiasm” the last four letters form an acrostic, “Iasm,” which can stand for “I am, sold, myself.”
If you are sold yourself and if you truly believe in your cause, your ank and your product, then have an enthusiasm that comes from the wellspring of all the resources within.
‘Every great and commanding movement in the annals of the world is due to the triumph of enthusiasm.’ - Ralph Waldo Emerson
"People often tell me that motivation doesn't last, and I tell them that bathing doesn't either. That's why I recommend it daily." - Zig Ziglar
In service industry, portraying your professional image is more than fresh breath and clean fingernails.
There are three elements that make up the image we present: The way we communicate with people, the body language we use and our overall appearance.
Although it is not your customers' job to remember you, it is your obligation and responsibility to make sure they don't forget you.
IMAGE MANAGEMENT AT OFFICE
Create a Welcoming Ambience
The initial contact a customer has with your business will shape his/her strongest perception.
Some pertinent points to note are:
How are visitors greeted when entering your facility?
Are your staff trained to smile and greet every visitor who walks through the door?
If that person is on the telephone or assisting another customer, does she acknowledge the visitor with a smile or friendly wave or does the visitor get ignored?
Does the visitor have to search for someone to assist her? Being ignored or left unassisted will leave the visitor feeling unimportant and uncomfortable.
How about the office atmosphere?
Is the reception area clean?
Is there professional literature available for visitors to view?
Are there enough chairs for the number of visitors your business receives?
Are there fresh flowers, breath mints, tissues and beverages available for the visitor's comfort?
Is there soft music playing and subdued lighting to help the visitor relax?
A good initial impression begins with a warm, welcoming atmosphere.
Make a Good First Impression
Experts tell us it takes between 8-15 seconds for others to form an impression of us.
The way you greet your customers will set the tone for their entire experience.
To create the best impression, greet your client in the waiting room.
As you shake hands , make good eye contact and smile.
These simple gestures will help your customer feel welcome and will add to your credibility.
Help your client feel more at ease.
Ensure full attention to your customer using good eye contact.
When the customer has finished talking, use reflexive listening techniques and repeat back what he just said to you. The customer will not only feel he was heard, but she'll understand you care about her.
Polish Your Appearance
Strong first impressions begin with proper business dress.
Wrinkled clothing, sexy attire, dirty shoes and poor grooming habits make for an unprofessional image.
Perfume and fragrance should be mild
Men should be clean-shaven and women should wear appropriate makeup that is not too heavy.
How about your employees' appearance?
Are they also appropriately dressed?
Employees represent the business, so their grooming should reflect that at all times. s.
If your marketing materials have a professional appearance and are made of quality paper, the reader will get the impression that your business is also professional. On the other hand, if your business cards look as though you've printed them yourself, or they have information scratched out with hand-written changes, the client may very well conclude that you are unprofessional and disorganized
Watch your body language
Your body language is an essential component of communication.
When making conversation, don't forget that the care you invest in your words can be undone by nonverbal communication
Tune in and be aware of what image your body language is sending
Stand tall with your shoulders back and your chin up; avoid slouching.
Keep your hands out of your pockets.
Don't put your hands on your hips or cross them over your chest.
Use a sincere smile to denote warmth and friendliness.
Look at the eyes of the person you're talking with to show your interest.
Don't wring your hands or make a fist.
Move with confidence and purpose.
Don't drag or shuffle your feet.
Some gestures may be misunderstood and considered offensive to people from other cultures. To play it safe, try to avoid these in conversation:
* the "okay" sign
* thumbs up
* the "V" for victory sign, especially with the palm facing inward
* pointing or snapping your fingers
* waving your hand with your arm raised.
Be polite and courteous to your colleagues, no matter how stressful the situation.
When you show respect for others and make others feel valued, you contribute to effective communication and team building.
Summing up
The following 33 details matter in image building:
1. Realisting branding of your image;
2. Dressing up to the occasion
3. Monitor yourself
4. Stay neutral
5. Treat everyone in the transaction the way you would like to be treated
6. Avoid aggressive aromas.
7. Keep confidences - Don’t gossip about your bank and customers8. Tout your credentials
9. Remember you are always watched by others
10. Show them your cyber side
11. Personalize gifts
12. Dress your hair properly
13. Listen
14. Keep surroundings clean
15. Speaking of your care
16. Respect other cultures.
17. Give service guarantees i.e. deliver in time
18. Make up for service disappointments.
19. Pump up. “Schedule time for physical fitness “Your clothes will fit better, and you’ll project more energy to your client.”
20. It’s not polite to interrupt
21. Select meeting places that build relationships.
22. Respect other lifestyles
23. Share your expertise.
24. Show that you’re results-oriented
25. Just a hint of mint - Nothing can ruin a good impression like coffee breath.
26. Stick to the point.
27. Be a doer
30. Respect clients’ time.
31. Don’t oversell.
32. Offer a time-bound performance delivery
33. Under-promise and over-deliver
Make vision your intention
Intention is everything. It creates the energy for whatever is going to manifest for us.
Why not set an intention for joy, abundance, love and success? Setting an intention is how we create energetic openings for what we want to manifest in our life.
Be bold, daring, courageous and outrageous.
Set your intention for what you want, instead of what you think you can have.
Remember that the Universe works with you, not for you.
The Winner is always part of the answer. The Loser is always part of the problem
The Winner says "Let me do it for you."
The Loser says "That's not my job".
The Winner sees an answer for every problem The Loser sees a problem for every answer.
The Winner sees a green near every sand trap The Loser sees two or three sand traps near every green.
The Winner says "It may be difficult but it's possible". The Loser says "It may be possible but it's too difficult".
Set your intention for the biggest, most wonderful life experience you can imagine and then invite the Universe to surprise you with something better…. and ………………………………………………………….. BE A WINNER.
புதன், 7 ஜூலை, 2010
An Appetiser for Marketing
An Appetiser for Marketing
"People often tell me that motivation doesn't last, and I tell them that bathing doesn't either. That's why I recommend it daily." - Zig Ziglar
The “Why” of marketing
v Marketing is the nerve-centre of any business activity. It is more so in case of service organisations like banks.
v Every bank has made a huge technology spend and the conventional replenishment for outgoing manpower – be it due to retirement, attrition, and other factors is hard to come by in any bank. This is especially more true in the case of our Bank where the Cost-to-Income Ratio is still higher than many other peer banks.
v Marketing should begin at Home. With more than 2.2 crore customers, bank’s prime focus should be to sell at least a minimum of 2 more products to our customers
v Earning a new customer is 5 times difficult than retaining an existing customer
v While focusing on special products like CMS for Corporates, group insurance policies, the Branch Manager should necessarily move out and canvass new business. T the in house team comprising of ABM, officers and award staff should focus on better customer care and customer retention.
v Remember - Marketing Begins with – Customer Care and with - Customer Retention
v Even small size banks and co-operative banks have the latest technology. In the 2010-11 Budget proposals, NBFCs and Corporates will be allowed to open bank branches.
v The comfort zone which we were in may no longer be there. Even under Financial Inclusion Space, where PSBs took genuine pride earlier may not be available in full hereafter. RBI is contemplating linkages for banks with NGOs, Primary Agricultural Societies and Business Correspondents. The target for all banks is to provide banking outlet to 1.09 lakh villages(out of total 6 lakh villages) with a population of 2000 before March 2011
v Unless we are alert and continue to market our services, our market share will be taken by others and the pride of place which we enjoyed as a leading public sector financial service provider may be hard to retain.
v With a bigger pay packet, the expectation for performance will be more from our stake-holders to whom we have to present our results every quarter.
v Now that you are convinced that the Mantra is Marketing, Marketing and the response is performance, performance.
v Each one of us has to market – market ourselves and the Bank to remain competitive and survive.
v Are we seeing the writing on the wall?
v Let every one of us be classified under “Marked to Market” category, irrespective of the scale, position to which we belong.
v Are you ready? Let us venture into some marketing tips.
1. Personal Traits to be developed for marketing
Story: A group of frogs arranged a race. Their target was to reach the top of the tall TV tower nearby. A large crowd gathered to watch them. The race began. Nobody in the crowd believed that those tiny frogs could make to the tower. After a few minutes the crowd started yelling “Impossible” “poor frogs” “could not make it”. On hearing these all frogs except one tiny frog dropped out of the race. The little frog after some more effort was able to reach the top of the Tower. Everyone in the crowd asked: how you alone can make it when all others failed? It turned out that the frog was deaf and could not hear the negative feelings echoed by the crowd.
The moral of the story that is applicable to every marketing person is that
1. One should have a positive Attitude
2. Be deaf to the negative criticism of others
3. Prove by performance that they are wrong
l You must have experienced, in your day to day banking, that there are certain customers who come to the branch only to interact with and have the business transacted through you. That shows that each one of you has an Unique Selling Proposition( USP ) and that is YOU. Recent studies also confirm that 39% of a customer's decision to buy from your Bank is based on the effectiveness of your sales person than on the product sold.
No more excuses as to who should market. It is You and only You.
To sum up, the 8 qualities a marketing person in you should develop are:
| S,No. | Traits | What it means |
| | Attitude | Having the feeling “I Can, I Can” “I Will, I Will” |
| | Sociability /Networking | Enjoying careers dealing with people rather than things. |
| | Self-confidence | Believe you have the knowledge and ability to be successful at whatever they attempt |
| | Composure | Not easily discouraged or frustrated by problems. |
| | Tough-minded | Can accept strong criticism, do not become easily upset, and recover quickly when things go wrong |
| | Endurance | Practice long and hard, and will not give up easily on problems. |
| | Ambition | Strong desire to reach higher levels of achievement |
| | Control | Do not speak or act without considering the consequences |
Commonly felt/expressed objections to marketing :
| S.No. | Objection | Answer |
| 1 | I am not a designated marketing person. Why should I do marketing | This comfort zone is no longer available to us in the face of increasing competition. If the question still persists in your mind, please read once again the introductory page. |
| 2 | I have put long years of service. I cannot change at this point of time | An eagle which has a life span of 70 years, develops the following problems at 40 years:
The eagle has only 2 options – die without food and undergo a painful process lasting 150 days. It chooses the later option by going to hill top, knocking its beak against a rock until it plucks out,wait for new beak; then pluck out its talons, wait for new talons to grow and pluck old-aged feathers to grow afresh and resume its normal activity thereafter. Do you and I have any choice for not changing? |
| 3 | The Bank has not treated me properly, I was not given the place of posting I needed, not promoted when I should have been, others less-deserving got | Chetan Bhagat in his address to ISB students in 2008 says employees in all organisations in v A sense of Disappointment v Frustration v Loneliness v Feeling a sense of unfairness It is not exclusive to your bank. This can be overcome only with a positive attitude. Read again the frog story |
| 4 | There are a large number of products, which I cannot remember. To be precise I do not have adequate product knowledge | True. This is a common problem. Here technology comes to your rescue. When a customer asks you about Special Home Loan in stead of applying the “Thumb Rule” i.e. showing your hand backwards, what you can do is that you can make a initial search of the products in your help desk under “Products Palette”, give a quick go-through and ask Sir/Madam : If this is your first house you can avail this. For detailed discussion you can contact our loan officer or BM. This kind of response enhances your value and you also become an useful point of contact for the customer. |
| S.No. | Objection | Answer |
| 5 | Hey! You are telling me ad hoc solutions in customer management. | Please make it a point to attend all training programs at IMAGE/STCs/CLCs. There you can update your product knowledge and you gain more practical tips by interacting with your colleagues. |
| 6 | Any useful tools are there by which I can just click the product and get immediate information | Yes. IMAGE has made this year. Go to the file given below at the end of the table, follow instructions therein. It contains hyperlinks to various products in the intranet and it is to be only ported on your desktop. |
| 7 | All said and done there should be a rewards and recognition system in place! | Agreed. In another handful of years, the entire banking system will launch a very large search for senior level postings, as there will be a large vacuum at the top. People who have right-skilled and upskilled themselves will sure to find the climb in the career ladder very very easy. You need not be surprised if double or triple promotions become the order of the day! |
| 8 | You said about my USP. What about the Bank’s USP | Indian Bank is a lucky bank. Whoever banks with it shall definitely prosper. You can quote so many instances from your own experience. Can’t you! v It is backed by 104 years experience; still young and vibrant v Continues to make headlines in all financial papers by winning various awards v Its technology platform is far, far superior than even some of the best private sector banks – be it our Net Banking or RTGS – to name a few v Fortune will smile on you if you bank with Indian Bank |
| 9 | Can a comparison of deposit rates / loan rates for specified products like home loan, vehicle loan, etc. can be ported on the helpdesk with periodical updates | Already our Idea Cell is seized of the matter and you can expect not only product comparison, but also marketing tips for various products |
| 9 | What mistake we normally commit in marketing | In marketing “timing” your sale is most important. When a home loan customer extends his Gruha Pravesh invitation to you, can you not say why don’t you also take Indian Bank Laxmi –in Gold – to your new house! |
Requisites for a successful marketing person
l Know what has to be done every day
l Meetings are to be carefully planned and executed
l Prioritize and recognize the difference between "urgent," "important," "marginal," and "if I could."
l Each day, make a list of tasks that need to be accomplished
l Assess customer feedback, market share measurements and response time
l Understand and know the facts and figures
l Don't watch the clock.
l Stay focused on your team, your bank, your goals
l Do not allow outside matters to distract you.
l Be ready to go the extra mile to help your team achieve their personal and professional goals.
l Break traditional rules and operate outside standard guidelines, while staying within the letter of the law
l Be excited about your job, team, bank and life and exude excitement that's contagious
l Remain positive and professional
l Carry out your plans and make good promises.
l Never ridicule, disrespect or display sarcasm when dealing with employees or customers, regardless of their behavior.
l Read magazines and watch the market so that you don’t lag behind
l Use technology to stay ahead. Websites, e-mail magazines etc
l Know nothing is easy
l If you fail, they spend enough time thinking about what went wrong so they can fix it on the next try and they don't fall victim to "analysis paralysis."
l develop positive personality - difficult at the beginning – persist
l health, breathe, posture, speech, and appearance
l Good posture means avoiding unnecessary tension of muscles
l Voice - very expressive, pleasant and attract customers
l Develop Mental traits - accuracy, alertness, imagination, initiative, observation
l Customers do not like hurried salespersons as well as slow one.
l Visualise the felt need of customers
l Drive ego
l Think and decide instead of being told everything to done
l Keen observation to sort out the problems
l Ability to meet the public and open up new territories.
l Be polite and generous
l Keep up appointments
l Acquire information as to the policies behind the products for a directed sale and justify product cost
l Understand the buying motives - fear, profit, pride, comfort, fashion, health, and habit.
l Remember you aren't just a sales person you're a buyer too
l Provide visual cue's even when you're selling a service as seeing truly is believing
l Social acceptance. Testimonials are an excellent way to demonstrate this.
l Avoid objection response debate - let the prospect do most of the talking throughout the sale conversation
l You might say, "if I were sitting in your chair I'd be wondering about...if you don't mind I'd like to share a story with you about (this very concern)."
l Avoid the common mistake – Avoid responding to first objection.
l Then ask them, "if there were a way to remove the objections you've just share with me would you be ready to make this purchase?“
l This filters out the people who aren't prospects
l Difference between a good sales person and a great sales person is persistence
l Get them talking, Uncover their problems, Present your products/services as solutions ,It's that easy. But it all starts with getting your sales prospects and customers talking.
l Here's a rock-solid open-ended question. Take it and use it to grow your business.
l "What would it take to win your Best Service Brand of the South for consecutive 5 years?“
l Wouldn't you love to know the answer to this question?
l Provide your service exceeding their expectations
l Develop a system to build a relationship with your clients leading to repeat business and referrals
l Just doing something is not marketing
To sum up - ABCs of Marketing...
- Ask and it shall be given... Knock and all doors of market will open to you
- Bring forth the gifts which are within you.. and that is what will help your selling.
- Clean hands, pure hearts, just causes... having these are what creates a harmonious, stress free marketing.
- Defer not doing any good to your fellow living beings... you are selling a service - once dissatisfied, they will not pass through your way again.
- Experience is the truest, best, and only real teacher to get a 360° view of sale.
- Forgive everyone everything now - forgiving is not condoning or forgetting but a letting go of your pain so that you are focused on future growth
- Guide generously on products at all times - for what you give out now is what you will receive back in the future.
- Healing your wounds allows you to find your gifts... using those gifts always leads you to your highest sales performance
- Instruct others by living your life the best way you can... your sales performance will speak louder than your words.
- Judge not, lest ye be judged... better to let nature have its own course.
- Killer instinct in sales is not about punishing, it is about teaching: the quicker you achieve success, the happier you will be.
- Love all, harm none, friendly to all, enemy to none... will bring out the good salesperson in you.
- Mindful, heartful, joyful, and loving... this is how your co-worker would like to view you for motivation
- Noises of joy are most pleasing to God's ear...make good sales noise after each successful performance
- Open minded, kind hearted, enthusiastic, thoughtful in word and deed... this is the perfected state of a sales person
- Performance in sales depends on your attitude – your weaponry should be smile and courtesy
- Quicker to listen than to speak.
- Random acts of loving kindness change interaction to business in the long run.
- Smile and Serve and be a solution provider – that is what sales means.
- Truth, necessity, and kindness: these are the rules to guide all your thinking, speaking, doing, and being.
- Use your God-given gifts to help and encourage others
- Victory over hardships and adversities are designed to help you grow
- Walk humbly and lightly through life so that your footprints will inspire and uplift the paths of others – Be sincere but not serious
- X factor in sale - life is a choice, love to interact at every moment, and all will be well.
- You will be a super salesperson if only you believe you can.
- Zeal for creating the greater good, improving your own benchmarks will raise your self-esteem and also raise your value in the eyes of other