Customer retention is a top priority for companies these days, because the cost of acquiring a new customer is five or six times greater than the cost of keeping an existing customer. Without superior customer satisfaction, repeat business will disappear.

          How to Stop Your Competition from Stealing Your Accounts gives salespeople tangible, practical techniques to improve customer satisfaction and generate more repeat business. In Sales Role #7: The Teacher, salespeople identify customer expectations, teach the customer to use your product or service and test for value improvement. In Sales Role #8: The Farmer, salespeople cultivate satisfaction and grow the account.

         Salespeople will learn:

• What's going on inside customers' heads after they say "yes"
• Why the difference between needs and expectations holds the key to achieving true customer satisfaction.
• How to convert unrealistic customer expectations to achievable objectives
• The number one killer of customer satisfaction
• Why meeting expectations alone does not create customer satisfaction
• How customers learn about the value that your solution provides
• How to conduct account reviews that build customer loyalty

         Kevin shares personal stories and examples gleaned from more than 30,000 field sales calls to make this material come alive. Small group discussion reinforces learning and promotes application of the new concepts with your company's customers.

         Formats: Keynote, half-day seminar

          "Your program on customer retention is very well thought out. Our sales team has been through many of these in the past. Your presentation is different because it's the only one that gave us specific actions for improving customer satisfaction and retention. Certainly, your seminar has paid for itself and then some!"

Richard B. Musto

Southern Group Sales Manager, F.W. Dodge/McGraw-Hill

          "Your presentation skills and your knowledge on the subject of selling are excellent. I highly recommend your services to any sales executive interested in increasing sales."

Constance E. Bennett

Vice President of Sales, Business Week Magazine