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, and four of his books made SHRM's prestigious "Great 8" bestseller listings over the last few years: 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 2600 Phrases for Effective Performance Reviews. His additional books on performance management include 2600 Phrases for Setting Effective Performance Goals and The Performance Appraisal Tool Kit. His newest AMACOM book, 75 Ways for Managers to Hire, Develop, and Keep Great Employees, will be released in the spring of 2016. You can follow Paul on Twitter at @PaulFalconeHR and find Paul's website and blog at www.PaulFalconeHR.com.
Are you looking to improve the interview process at your organization? Companies are now incorporating behavior-based questions into their interviews, which helps single out the best talent to fill an open position. Human Resources executive Paul Falcone guides employers on developing the right queries and avoiding mistakes in the process.
Do you have good intentions but don’t know how to follow through on them? Bob Nease offers his expertise on how to utilize strategies to put your good will into action. Employing these tactics provides personal growth and profound organizational benefits.
Are you avoiding the tough talk with your employees? Enlightenened Leadership consultant Marlene Chism, understands the anxiety and pressure that leaders often face when initiating difficult conversations. Confront your fears and lead the conversation with confidence by employing four solid tactics.