Sales Person Wanted - HUNTERS ONLY (Must Not be Pushy)

Having been involved in sales and marketing within the franchise sector, some people think that franchisors are only about driving sales. To me good business is about sustainable profit. Profit and good cash flow is what we all should be managing at all times, no matter what the market is doing.

Pushy Sales Person
Yet it never ceases to amaze me how many people think that it’s rude to ask questions of a potential customer that will assist them to make a decision to purchase. “I don’t like to be a pushy sales person” people tell me. “I hate it when I go into a business to enquire about something and a sales person gets pushy with me!” I’m not talking about being annoying, I’m talking about helping a potential customer to find a solution to their problem. If we treat their queries as "just an enquiry," they will more than likely continue their enquiries until they get all their answers.... with your competition! My observation is they usually purchase from the last place they enquired with……. So if you’re the first business they enquire with,  why wouldn’t you endeavor to make sure they don't go anywhere else?  If you treat your potential customers one or two question as "just an enquiry," you are in fact making them work harder to find a solution.


Find Solutions
Why not work harder to find a solution for them, which will then in turn give you the sale.
Sales should = Profit.

After all, why do we market/advertise in the first place? Is it to drive people to our business just to tell them the price of our product/service? I see so many businesses do this. They are spending money on advertising which creates awareness, only to dismiss a potential sale as a tire kicker!

Don’t be scared of what might happen
In so called challenging times why do so many business owners tell me business is quiet? If I sit in their business for even half a day and count how may times the phone rings, or ask how many quotes/proposals they are working on I find a signicant about of $$ on the drawing board, that if it all came to fruition would cause the owner another problem… I'm talking about being under resourced with staff to be able to manage the work load.


But is that such a bad problem to have? I don’t think so!

Greg Longstaff
Business Development Consultant
Franchise Network Specialist
greg@salesmarket.co.nz
+64 9 3077860

Tips How to Deal with Customer Sales Complaints

For all businesses to survive, sales may be critical, but customer satisfaction is even for more critical and the decisive factor that helps to sustain businesses. This is because a satisfied customer will keep returning for more and this will drive sales higher. 


This fact has made customer service an important part of business and since it holds the key to long term business relationships, In today’s world the customer is king and he needs to be handled well or else he will move to competitors of the business.


Customers are very clear about what they want and will not hesitate to complain if they feel they have not received what was promised. Businesses have to handle customer sales complaints right if they wish to retain customers. In fact, the manner in which the complaints are handled, defines the long term relationship with the customer.

Steps for dealing with customer complaints

1. Courtesy and patience while hearing a complaint- The most important thing when an angry, dissatisfied or unhappy customer contacts you, is to show him respect, courtesy and patiently hear him out. It may be difficult since the first inclination is to deny the faults found, but this would put off the customer.
2. Log the complaint and acknowledge its receipt- The customer must be told that his complaint has been accepted and logged so that corrective action can be taken. This appeases the customer and he would like to believe that it has made an impact.
3. Investigate and inform- As a matter of policy, any sales complaint received, must be investigated. It has to have an element of truth however small, and it is essential to identify the source of the mistake, and immediately rectify it. Whatever action is action, must then be communicated to the customer, so that he is satisfied. The faster this is done, the better for the business, since the customer will be impressed with the promptness of the action, and he will feel good that the business cares about what he has to say.
4. Following up later- Once the complaint has been addressed it is a good strategy to follow it up after a few days or weeks with the customer to know whether he is satisfied.

Some rules for handling customer sales complaints

Irrespective of what the product or service is, some universal rules apply for handling customer sales complaints. These include the following:

• Honesty and ethical behavior- is always appreciated by customers and helps a business rise in their esteem.
• Being fair rather than partial- an impartial approach is important to do justice to the staff and the customer
• Efficiency and quick action- it helps the business and pleases the customer
• Accountability- Giving contact details to a customer, makes him believe that the business is accountable and helps its image.

Customer relationships need to be maintained for successful businesses and handling their complaints well is one critical step in the larger game plan.


Article Source: www.salestar.com

Building a successful franchise in New Zealand

Speedy Signs is a well known name in New Zealand. The franchise system has been here for 12 years and has 23 outlets. It has just arrived here in Tauranga and the next Franchise Association of New Zealand meeting is being hosted by the Tauranga franchisee.

Speedy Signs is a member of the worldwide Sign*A*Rama Franchise Network, which since being created in 1986, now has over 900 outlets in 50 countries.

National Bank business banking manager John McKinley, Harris Tate solicitor David Foster and Speedy Signs franchisee Joanne Newcombe.

It is quite staggering what they are able to make and no doubt this ability, together with the skill to recruit and train the right franchisees, has led in no small way to the growth of Speedy Signs

At the next meeting of the Bay of Plenty branch of the Franchise Association we shall learn from our host, amongst other things, why she chose a Speedy Signs franchise.

We shall also learn from Grant Archibald, the chief executive of Business Franchise Group Ltd how a master franchise operates and the practicalities of running two franchise systems – Speedy Signs and Embroidme.

This is going to be a most informative evening, where you will hear what a prospective business owner finds appealing about a particular opportunity and how a franchisor makes and runs two successful franchises.

For those who wish to immerse themselves in a full two days of franchise experience, enroll for the Franchise Association Conference to be held in Rotorua this year. This is going to be a fantastic conference – they seem to keep on getting better every year and the opportunity to learn about ‘how to do’ franchising property will be unsurpassed – at least until next year’s conference. For details visit www.franchiseassociation.org.nz

The ‘Sign here for Success’ event, with speakers Joanne Newcombe from Speedy Signs Tauranga and Business Franchise Group Ltd CEO Grant Archibald, is Thursday, May 19 at 5.30pm.

It is on at Speedy Signs, Tauranga, and is for anyone interested in franchising their business, buying a franchise, or wanting to learn more about franchising.

Phone: (07) 578 0059  

Email: larissa@harristate.co.nz

This article is written by the regional coordinator of the Franchise Association of New Zealand, David Foster of Harris Tate Solicitors, visit www.harristate.co.nz.

Article source: www.sunlive.co.nz

SPEEDY SIGNS
FREEPHONE: 0800 773 339
REQUEST A FREE QUOTE
CONTACT US BY EMAIL

Tips How to Deal with Customer Sales Complaints

For all businesses to survive, sales may be critical, but customer satisfaction is even for more critical and the decisive factor that helps to sustain businesses. This is because a satisfied customer will keep returning for more and this will drive sales higher. This fact has made customer service an important part of business and since it holds the key to long term business relationships, In today’s world the customer is king and he needs to be handled well or else he will move to competitors of the business.
Customers are very clear about what they want and will not hesitate to complain if they feel they have not received what was promised. Businesses have to handle customer sales complaints right if they wish to retain customers. In fact, the manner in which the complaints are handled, defines the long term relationship with the customer.

Steps for dealing with customer complaints

1. Courtesy and patience while hearing a complaint- The most important thing when an angry, dissatisfied or unhappy customer contacts you, is to show him respect, courtesy and patiently hear him out. It may be difficult since the first inclination is to deny the faults found, but this would put off the customer.
2. Log the complaint and acknowledge its receipt- The customer must be told that his complaint has been accepted and logged so that corrective action can be taken. This appeases the customer and he would like to believe that it has made an impact.
3. Investigate and inform- As a matter of policy, any sales complaint received, must be investigated. It has to have an element of truth however small, and it is essential to identify the source of the mistake, and immediately rectify it. Whatever action is action, must then be communicated to the customer, so that he is satisfied. The faster this is done, the better for the business, since the customer will be impressed with the promptness of the action, and he will feel good that the business cares about what he has to say.
4. Following up later- Once the complaint has been addressed it is a good strategy to follow it up after a few days or weeks with the customer to know whether he is satisfied.

Some rules for handling customer sales complaints

Irrespective of what the product or service is, some universal rules apply for handling customer sales complaints. These include the following:

• Honesty and ethical behavior- is always appreciated by customers and helps a business rise in their esteem.
• Being fair rather than partial- an impartial approach is important to do justice to the staff and the customer
• Efficiency and quick action- it helps the business and pleases the customer
• Accountability- Giving contact details to a customer, makes him believe that the business is accountable and helps its image.

Customer relationships need to be maintained for successful businesses and handling their complaints well is one critical step in the larger game plan.

Article Source: SalesStar.com

What’s changed and what’s still the same?

Twenty five years ago although I didn't realise it at the time, I stumbled into an industry that would change my career path in a way that I would never have imagined.

I took up a position in the franchise sector as an opportunity to take time out to decide what I wanted to do with my life. To be honest I didn’t have a clue. 

I was only 23 and this was not a deliberate career change, just an opportunity that came along that was very different to what I had done up until then.

Last year while at the Greg Nathan Franchise Relationship Institute Franchising Summit 2010 held in Sydney last year (August), I bumped into one the directors of that franchise (Rose Vis) and she introduced me to their current support team as a pioneer for their company.

You see back then they were only operating in one city, however within 18 months we started on a journey that took their brand to new areas around Australia & New Zealand.

In 1986 there was not the much choice of franchise systems available back then as there are today. Certainly not many that was within the financial reach of most people anyhow. This in itself is one of differences to today. In 1986 an average house may have been worth say $50,000. The total out lay for this franchise back then was $10,000.  Today an average house now can be worth say $500,000+ and so depending on their equity people can borrow up to say $300,000 for a business opportunity.

Of course there were the Million Dollar businesses such as McDonalds, however not the huge selection available today.

So what did you get for this franchise system back in 1986? We paid a flat weekly fee of only $30.00 and that included the following:

• Annual Yellow Pages advertising
• Local Paper advertising
• Monthly update of our customer list Stationary such as quote pads etc.
• Advertising Flyers. 
• ...and all of these things came at no extra cost.

Over recent times I have seen franchise fees in excess of $10K for the month... and costs such as stationery, Yellow Pages and other advertising are all charged over and above this.

So what else has change over the past quarter century?

As an industry sector we have created many new jobs around NZ. Last year’s franchising survey estimated the franchise industry employs in excess of 80,000 people which is double the 40,000 estimated from the 2003 survey.

The industry is now estimated to be worth $10billion annually in nationwide sales here in New Zealand.

 Bill Vis of  VIP

Home Services 

Our ability to measure performance has enabled us to increase efficiencies in marketing and other costs. For example measurement of achievement has helped refined the way we do business, for example, measurement in 1986 was something like say we printed 100,000 quote sheets for the year, and yet we only brought on 10,000 new customers.

The assumption Bill Vis of VIP Home Services had back then was that the franchisees conversion was poor; he was right of course, however there was no accurate way to measure this. I can remember we asked  franchisees at my very first owners meeting ...out of every 10 quotes how many would you convert?

Most said 7-8. Reality was closer to 2-3. These days technology takes care of this and other Key Performance Indicators.

We had no cell phones or any way of contacting owners when they were out and about. Think about it, with iPhones &  Blackberries they can now not only take calls where ever they are but now they can even email while having a coffee on the side of the road. These days you can take an Eftpos payment on the side of the road.

In my early days cash & cheques were the only forms of payment. Nowadays it’s unusual to be paid by cash or cheque. Running a set of accounting books meant exactly that. We would write up our daily sales & expenses up in our books. Today we use an accounting program such as MYOB to enter financial data.

I remember in 1996 when I was working for one of New Zealand’s leading franchise consultancies in Newmarket, the 2 directors had computers the receptionist had a computer and all remaining staff (all four of us) shared the remaining computer. No email though.

Every franchise system I have been involved with have been set up with good marketing systems that generate huge possibilities for good income for their franchisees and sales team. Sales conversion is the difference between doing extremely well for your self and just getting by.

I have mentioned how technology has improved the capabilities for both Franchisee and Franchisor, and how costs have changed throughout the years, however what has stayed the same over all these years?      

People... In-particular Franchisees.

They haven’t change at all. The expectations of Franchisees will generally be high in terms of what they get as far as "bang for their buck." 

However, success of a franchise system needs to be a two way street, and what I mean by this is that Franchisees should not expect to have an unlimited flow of sales leads to blow off as "just an enquiry."

The franchisor has an expectation that a reasonable amount of these leads will be converted into sales and not fobbed off as "another tire kicker". 

To me sales conversion is about keeping your brand stronger which should ultimately keep your competitors weaker. So, in an endeavor to achieve better results for everyone from Sales Person, Franchisee to Franchisor is the reason I have created this blog. 

I look forward to you feedback.

Greg Longstaff
Business Development Consultant
Franchise Development Expert

Phone +64 (09) 307 7860