Never use pressure to close a deal or to unduly influence a customer’s decision
Always put the client’s needs above your own
Provide objective and timely advice to customers
Tactfully tell customers no when their demands or expectations cannot be met
Follow up with customers after the conclusion of a sale
Keep an eye out for other AMA Playbook blog posts that highlight how to set the performance bar higher for these key performance review competencies: Leadership, Communication, and Creativity/Innovation. Along with Customer Service, these “Big 5” will round out your performance review template nicely. And of course for other core competency descriptors, look no farther than The Performance Appraisal Tool Kit or Paul Falcone’s bestselling 2600 Phrases for Effective Performance Reviews (AMACOM 2005).
Paul Falcone is a human resources executive in Los Angeles and has held senior-level positions with Nickelodeon, Paramount Pictures, and Time Warner. He is the author of a number of AMACOM and SHRM bestselling books, four of which made SHRM's prestigious "Great 8" list: 96 Great Interview Questions to Ask Before You Hire, 101 Sample Write-Ups for Documenting Employee Performance Problems, 101 Tough Conversations to Have with Employees, and 2,600 Phrases for Effective Performance Reviews. His latest AMACOM book, 75 Ways for Managers to Hire, Develop, and Keep Great Employees, was released in the spring of 2016. Follow Paul on Twitter at @PaulFalconeHR and his website and blog at www.PaulFalconeHR.com.
What managers do is respond to daily crises, take on too much work, operate with continuous interruptions and make instant decisions. As a consequence, “fire prevention” doesn’t get the time and attention required.