תוכן מסופק על ידי Quinn Byrne Coaching. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Quinn Byrne Coaching או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
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Episode Notes [03:47] Seth's Early Understanding of Questions [04:33] The Power of Questions [05:25] Building Relationships Through Questions [06:41] This is Strategy: Focus on Questions [10:21] Gamifying Questions [11:34] Conversations as Infinite Games [15:32] Creating Tension with Questions [20:46] Effective Questioning Techniques [23:21] Empathy and Engagement [34:33] Strategy and Culture [35:22] Microsoft's Transformation [36:00] Global Perspectives on Questions [39:39] Caring in a Challenging World Resources Mentioned The Dip by Seth Godin Linchpin by Seth Godin Purple Cow by Seth Godin Tribes by Seth Godin This Is Marketing by Seth Godin The Carbon Almanac This is Strategy by Seth Godin Seth's Blog What Does it Sound Like When You Change Your Mind? by Seth Godin Value Creation Masterclass by Seth Godin on Udemy The Strategy Deck by Seth Godin Taylor Swift Jimmy Smith Jimmy Smith Curated Questions Episode Supercuts Priya Parker Techstars Satya Nadella Microsoft Steve Ballmer Acumen Jerry Colonna Unleashing the Idea Virus by Seth Godin Tim Ferriss podcast with Seth Godin Seth Godin website Beauty Pill Producer Ben Ford Questions Asked When did you first understand the power of questions? What do you do to get under the layer to really get down to those lower levels? Is it just follow-up questions, mindset, worldview, and how that works for you? How'd you get this job anyway? What are things like around here? What did your boss do before they were your boss? Wow did you end up with this job? Why are questions such a big part of This is Strategy? If you had to charge ten times as much as you charge now, what would you do differently? If it had to be free, what would you do differently? Who's it for, and what's it for? What is the change we seek to make? How did you choose the questions for The Strategy Deck? How big is our circle of us? How many people do I care about? Is the change we're making contagious? Are there other ways to gamify the use of questions? Any other thoughts on how questions might be gamified? How do we play games with other people where we're aware of what it would be for them to win and for us to win? What is it that you're challenged by? What is it that you want to share? What is it that you're afraid of? If there isn't a change, then why are we wasting our time? Can you define tension? What kind of haircut do you want? How long has it been since your last haircut? How might one think about intentionally creating that question? What factors should someone think about as they use questions to create tension? How was school today? What is the kind of interaction I'm hoping for over time? How do I ask a different sort of question that over time will be answered with how was school today? Were there any easy questions on your math homework? Did anything good happen at school today? What tension am I here to create? What wrong questions continue to be asked? What temperature is it outside? When the person you could have been meets the person you are becoming, is it going to be a cause for celebration or heartbreak? What are the questions we're going to ask each other? What was life like at the dinner table when you were growing up? What are we really trying to accomplish? How do you have this cogent two sentence explanation of what you do? How many clicks can we get per visit? What would happen if there was a webpage that was designed to get you to leave? What were the questions that were being asked by people in authority at Yahoo in 1999? How did the stock do today? Is anything broken? What can you do today that will make the stock go up tomorrow? What are risks worth taking? What are we doing that might not work but that supports our mission? What was the last thing you did that didn't work, and what did we learn from it? What have we done to so delight our core customers that they're telling other people? How has your international circle informed your life of questions? What do I believe that other people don't believe? What do I see that other people don't see? What do I take for granted that other people don't take for granted? What would blank do? What would Bob do? What would Jill do? What would Susan do? What happened to them? What system are they in that made them decide that that was the right thing to do? And then how do we change the system? How given the state of the world, do you manage to continue to care as much as you do? Do you walk to school or take your lunch? If you all can only care if things are going well, then what does that mean about caring? Should I have spent the last 50 years curled up in a ball? How do we go to the foundation and create community action?…
תוכן מסופק על ידי Quinn Byrne Coaching. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Quinn Byrne Coaching או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
תוכן מסופק על ידי Quinn Byrne Coaching. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Quinn Byrne Coaching או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
This 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 over time, through proven performance in the other competence areas we have discussed. Trust which is based on awareness that the salesperson understands the customer’s problems and is genuinely interested in helping to solve them. Trust which is won when the salesperson challenges the customer and awakens them to a deeper understanding of their preferred direction. It’s possible that the preferred direction of a particular customer at this time may not always offer a sales opportunity. If so, no amount of sales effort will induce a customer to happily buy something they do not want. In that case your salesmanship will be more effectively employed elsewhere, for now. Once again, Michael cautions against the pushy opportunism which, more often than not, can cut short a call, or worse still a relationship. Remember it’s not about you: it’s about your customer. It’s not about your product: it’s about their business. Earn the trust of your customers; go with them in their preferred direction and you will achieve real results. Feedback: Michael AT QBC.ie. Call or text +353 87 2602205. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
You 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 themselves be fully aware of what those problems are. The challenge is to listen, probe, challenge and awaken the customer to discover what they really need. Only then, Michael says, should you mention your product, and in doing present a solution to the problem – the real and genuine problem – which you and the customer have identified. In this podcast, Michael identifies 14 universal challenges that face all types of customer. He outlines practical steps to help unearth problems your customers really care about. And he describes practical scenarios in IT and Pharmaceuticals which demonstrate the point. Feedback: Michael AT QBC.ie. Call or text +353 87 2602205. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
In 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 reach its goals? The scenario is a high-level presentation to the senior management team or perhaps the board of directors. This is “make or break”. How do you prepare for this kind of encounter? What are the competencies demanded by the situation? How can you advance your relationship with the customer towards becoming a partner in their preferred direction? Feedback: Michael AT QBC.ie. Call or text +353 87 2602205. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
Having 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 say – in the decision to purchase. Each of these people views the decision using a different set of rules: rules which have particular relevance for them, but perhaps not for others. The challenge for the salesperson is to learn what is relevant for the different roles in their customers’ organisations, distinguish their products features accordingly and have relevant conversations. Can you make your sales pitch relevant to your customer’s finance department? What about the logistics department? Or Health & Safety? Having relevant conversations with all the stakeholders is key to success. Feedback: Michael AT QBC.ie. Call or text +353 87 2602205. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
Trust 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 trusting relationship is established, will you as a sales person discover your customer’s specific needs. When you know what they want, and they trust you to deliver it, you will make the sale. Feedback: Michael AT QBC.ie. Call or text +353 87 2602205. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
Familiarity 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 asking about the customer’s use of that product. And he warns against highlighting newness and difference without recognising the positive aspects of the relationship the customer may have with their existing product. Feedback: Michael AT QBC.ie. Call or text +353 87 2602205. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
In 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.â€� The challenge for a sales team is to take marketing or technical information and incorporate it into a sales strategy that can address the customer’s needs. Using practical examples, this podcast explains how Product Knowledge, and the way it is interpreted when dealing with different customers, is at the core of good Customer Experience. Feedback: Michael AT QBC.ie. Call or text +353 87 2602205. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
Today, 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 challenge for sales managers is that a “one-size-fits-all” approach to developing competence in teams is unlikely to be effective. So it’s all the more important to understand the different kinds of competence and the part each plays in Customer Experience. Over the coming weeks we’ll explore this topic further, with practical scenarios and advice. As always, your thoughts are welcome. Leave a comment on this site, email michael@QBC.ie, or call our voicemail on +353 87 2602205. (You can send a text message to that number also.) Finally, if you enjoyed our series of podcasts on Emotional Intellgence , we are delighted to announce that a CD version of the series will soon be available to purchase. Further details are on the way! Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
We 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 forgiven for”. He explains why Customer Experience and Employee Engagement go hand in hand. “There was never a greater requirement for people in customer-facing roles to be supported.” We’ve seen how emotional intelligence can be a powerful tool for managers, but it must be used properly. While it is especially useful for recruitment, there are real benefits to be gained when emotional intelligence is used to foster and develop existing employees. It’s not about “profiling”, Michael says. It’s about behaviour, and using emotional intelligence tools to identify and encourage those behaviours which consistently create great customer experiences. Feedback: Michael AT QBC.ie. Call or text +353 87 2602205. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
Emotional Intelligence is defined as the power to respond appropriately, no matter what! When we say “no matter what” we are talking about Adaptibility. In the Emotional Intelligence model, Adaptability is considered in terms of Reality Testing , Flexibility & Problem Solving . Reality Testing is a measure of ability to see things as they really are. It’s vital for Customer Experience that we resist the temptation to tell customers what they want to hear. The desire to please is natural, but unless promises have their basis in reality the fairytale can’t have a happy ending. Keeping an eye on reality means relevance for the customer. So it’s also a reminder to us that we need to find out about the customer’s needs. Don’t baffle your customers with technical detail they don’t care about. Find out what they need, and focus on that. Flexibility is receptiveness to feedback. Are you listening to what your customers want? Have you asked them? Problem Solving means problem solving through people. It’s not about whether you can fix it yourself. That’s a measure of IQ. Working with others to solve problems is a function of EQ, Emotional Intelligence. It is the only type of problem solving which can scale up to the challenges of leadership. Feedback: Michael AT QBC.ie. Call or text +353 87 2602205. Do you use iTunes? Click here to subscribe for free and have iTunes automatically download future episodes of this podcast. ( More options )…
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