Introduction

Our speaker (today/tonight) is Chuck Reaves. Each year, more than 100 audiences all over the world hear him speak.

He is the former top salesperson for AT&T where he was the highest producer out of 1,100 salespeople. He was promoted to sales manager and then left the world's largest corporation to form one of the smallest, Twenty One Associates in Atlanta.

Of the 4,000 members of the National Speakers Association, Chuck is one of only 63 to have received both the CSP and CPAE designations.

His first book, The Theory of 21 has been translated into Japanese. His latest book, Never Take Money From A Stranger, teaches how to ask for whatever you want and get it.

His motto is "Teach Others" and he practices what he preaches. For his volunteer efforts he has been named an "Outstanding Georgia Citizen," "Veteran's Advocate of the Year" and has received recognition from two presidents and other dignitaries.

He says he took the long road from being a blue collar worker in a cotton mill, to being a decorated Vietnam veteran, to serving as president of a thirty million dollar company.

I am (happy/proud) to present Chuck Reaves.

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Topics

Value-Added Selling and Customer Servicing are Chuck's main topics. His programs can be customized into a keynote address, 1/2 day training, full day or multiple day training sessions. This depends entirely on what you need to accomplish with your people and your budget requirements. Chuck has exceptional experience and insight in the topics listed after Value-Added and Customer Servicing as well. If any of these represent areas of concern for your meeting, you may choose any or a combination of these to be incorporated into your training session or keynote address. We can also create your own unique program from one (or more) of these specific topics of emphasis.

Value Added Selling

overview:
When the customer says "Your price is too high," what they really mean is "I don't perceive the value to be equal to the cost." The inexperienced salesperson immediately tries to lower the price. The professional, value-added salesperson tries to raise the value. This program teaches the principles and techniques that teach your salespeople how to raise the value of your product or service, in the customer's mind. It will be customized to your company and industry for maximum effectiveness.

For rookie salespeople, the course begins with the basics of sales and incorporates value-added principles into the fundamentals of selling. For seasoned salespeople, this program will build on their experience, while debunking erroneous perceptions that occur naturally in old methods of selling. All your people will develop techniques and habits that are essential for selling in any situation.

Your people receive the tools to become consultative resources for your customers. They become positioned higher in the customer's mind and higher in the client's organization.

type:
Educational motivating talk, or interactive seminar with customized handbooks, individual profiles, case studies, role plays, etc.. Can be customized for experienced and/or rookie salespeople, as well as sales managers.

benefits:

• More easily overcome the price objection
• Develop new strategies and techniques for selling
• Focus on the things that will make them more successful
• Position themselves as problem solvers with their customers
• Identify new opportunities in existing accounts
• Identify new opportunities in untapped markets/clients

Customer Servicing

overview:
The entire area of customer service has gone through an evolution that rivals the changes in any other segment of corporate America. "Excellence" and "Quality" left in their wake companies that are delivering better products and services, and now customers are also demanding the same level of quality in their relationships with their vendors.

To develop this program we interviewed, of all people, the customers of our major clients. We learned what their expectations were, what they were looking for in the area of customer service, and we also had a few surprises. Then we developed one of the newest, most comprehensive programs to help you address the wants and needs of your clients.

We were able to identify six different types of customers, with a migratory pattern that leads from satisfied to dissatisfied customers. We also learned that this pattern is predictable and manageable.

This program will teach your customer contact people how to identify and manage each of the six types of customers. It will teach your salespeople and middle managers how to develop programs and techniques to give the right kind of service to the right kind of customer. And, it will show your executives how and why most of your current customer service resources are misspent and what you can do to significantly improve your customer service without making major changes in your budget, marketing strategy or pricing.

type:
Educational, motivating talk, or interactive seminar with customized handbooks, individual profiles, role plays, etc. Can be customized for Executives (strategic), Managers (tactical), and Supervisors, Hourly (practical how-to's).

benefits:

• Identify the six different types of customers
• Develop an action plan for moving Complainers to Endorsers
• Respond appropriately to the various types of customers
• Prioritize activities to more effectively address specific customer needs
• Allocate customer service resources more profitably

Additional Topics

CHANGE Everyone opposes change at some level, even when it has been clearly demonstrated to us that change is inevitable and brings opportunity. Chuck teaches how to recognize the importance and value of change, as well as how to identify ways to make change happen effectively and profitably. People learn to coordinate their personal and professional goals while implementing change, and how to stimulate change in others.

THE THEORY OF 21 For every person who will say yes, there are twenty who will say no. For a positive response, you must find the twenty-first person. This is Chuck's cornerstone theory that inspires people to set and attain higher goals, recognize and understand negative input, and gain a renewed interest in accomplishing greater things. Highly motivational.

SALES MANAGEMENT Managing the sales professional is not like managing any other employees. Here we look at the entire sales process and help the participants decide how they can best manage their sales force, based on quantifiable factors. Coaching, motivating, and incentive programs are covered in new and exciting ways, that help you determine which structure is best for your organization.

BASIC SELLING SKILLS A powerful introduction to sales for new salespeople and a great refresher course for seasoned veterans. This module gives an overview of the sales process and gives pointers for increasing sales efficiency and effectiveness.

PERSONAL DEVELOPMENT The seasoned sales professional typically neglects this important element of sales performance. This module explains the three critical elements of personal development and how to balance each. Senior salespeople respond to this module very positively, saying it is one they've never heard before.

TRADE SHOW SELLING If your people exhibit at trade shows, this module can teach them how to use value-added selling in the trade show environment. They will learn the three reasons for trade show participation, and how to use the three stages of trade show selling more effectively.

SELLING IN A DOWN MARKET In a soft market, a client or potential client has to be approached differently. In this session, Chuck will teach your people how to identify the most appropriate method for calling on a specific account. It teaches them how to position themselves properly for the short term (survival) sales without compromising your future positioning. Too often companies who use a survival strategy such as major price reduction, find it difficult if not impossible to recover from those efforts after the hard times have passed. We use an approach called displaced overhead which the salesperson can use to preserve existing accounts at their current level of profitability, as well as attract new business.

THE LEGACY YOU LEAVE BEHIND Isn't it ironic that someone who used motivation to reach the top can suddenly find themselves unmotivated or even demotivated by their own success? Why do more than 60% of high achievers in any given year, fail to make it the next year? High achievers follow a pattern that is predictable and measurable. As a result, there are some things you can do to help your best people become better and to help your low achievers become winners. This topic addresses those issues.

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