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Your Business Questions Answered

‘We get up to 40 RFPs a month, but we eventually get only 2 of them as orders, what are we not doing right?’. ‘How do I get to connect with my customers on a deeper level?’’. ‘I have competitors who offer my clients the same services we offer at better prices. How do I get them to continue to buy from me?’ ‘Sometimes, customers make unreasonable demands with impossible timelines. How do I manage that?’ ‘Our environment makes it difficult to deliver our services as at when due, how can I make my customers understand that it is not my fault?’ ‘How do I get more customers at this time when people are not really spending?’ ‘One of my customers makes me go to the market with her and I have to carry her bag. Is that part of customer service?’

These and more are the kind of questions we get to answer in our Monthly Training Program (MTP). Are they one-answer questions? No. It is a combination of activities that will address these challenges. For example, in business, we must understand our customer needs. When we say customer, we are not just talking about our corporate client, ABC Limited, but the Marketing Manager has needs alongside his business needs. A need for promotion, a need to impress his boss, a need to do something no one else has done. As an Account Manager, you must recognizeEvery MPT(1) these personal needs along with the business need to grow volumes. If you don’t, you will lose the account. These are intricate answers, not necessarily in business books. Experience becomes key as we teach these principles and take learning out-of-the-box.

It is this out-of-the box thinking that drives out MTP and makes it valuable to Business Development professionals- Sales, Marketing, Client Service and Account Management. It has been packaged to ensure that these professionals are exposed to current best practices with regards to positioning their products and services in their clients’ minds and space, helping them understand how these products and services are beneficial to them, and ensuring that the interaction process between these clients and their offerings is smooth and hitch free.

This is what defines customer satisfaction. We cannot have satisfied customers when we do not fully understand their needs. We cannot satisfy customers when they cannot clearly see how our offerings benefit them. Lastly, if their interaction with our offerings is not exceptional, there is no motivation to deal further. The MTP not only ensures that participants learn what obtains but are also able to come up with customized solutions as may be required. They are equipped to understand there is no one-size-fits-all solution to business challenges.

The MTP puts together a series of Marketing, Sales, Customer Service, Project Management and Wisdom principles to ensure participants build confidence that enables them to increase sales, maintain and grow their customer base as well as deliver on their promises with excellence. That is the stuff successful businesses are made of. They are able to deliver their promises again and again- sustainably.

The February 2016 edition coming up on the 26th is the 18th edition. We have a fast growing alumnus with over 180 having attended so far. The businesses they represent give great testimonials of the benefit of the Program to their staff. Call Uche on 01 2923984 or send an email to info@cppl.com.ng or log on to www.cppl.com.ng/register/ to register for the February edition.

 

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