Day One Training
3 of 4
Days
30 min - 1 hour
Each Day
Account Manager
Position To Be Achieved
My Current Position
What Will Be Learned
- Customer Scenarios
- What would you do?
- Making A Friend
- Asking For Money!
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Welcome To Training
- Day Three
- Customer Scenarios -
- What would you do? -
- Make A Friend -
- Ask For Money -
Customer Scenarios
Here are Two Customer Stories
Each of these stories represents a different aspect of customer discovery and facilitation to success.
Flushing Podiatry - Dr. William Hansen
Dr. William Hansen operates his practice in Flushing Queens NY. A customer for many years this is the second website that we have designed for him. A very well peforming website , simple and stright to the point of making a new patient. It has just enough information to help patients reconize when Dr. Hansen can but not so musch as to be an informative website. He wants patients not to create new doctors.
Research
Dr. Hansen’s practice is in a very populated area , meaning there are plenty of patient opportunities around. We need to make sure he has the system to capture that local community.
Beyond just his website we checked to see if his Google Maps was filled out completely. If he has a Facebook page and any other online presence.
Diagnosis
We needed to update Dr. Hansen’s Google Maps for a one time charge of $150 , also we made a Facebook page at a one time charge of $150. Going forward we will be posting podiatry related content once a day on his Facebook page at an additional charge. Next we will begin Facebook advertisement marketing than move into Google AdWords marketing.
Mattress Clearance Center
We provide many websites for the different stores owned by the parent company to the Mattress Clearance Center. This particular website is unique to the rest. This website is mainly mainged in-house by the furniture company.
Research
We looked and made sure the clearance center had its Google Maps and Social media updated and it was. When it came time to redesign their website the dilemma of inventory was immediate. Being able to integrate a third party inventory system would cost to much.
Diagnosis
This is why we created a shopping cart within the website and taught those within the store how to enter products and process inventory.
This in-house inventory management system saved him an additional integration charge of $399 a month. This is the 4th year of his website. This would of cost him $19,152. Instead we charged him a one time $2,000 for setup and a small amount for training. Saving him over $15,000 dollars.
Discovery Check List
Use this to start with your customer discovery.
- When was the customers website built or last redesigned?
- Does the customer have a complete Google Maps?
- What Social Networks are the customer using?
- What is the competition like around the customer?
These can be answered before you ever speak to the customer and should be known during that introduction.
What would you do?
Overview the questions and answers below.
- If a customer asks you about increasing their S.E.O or getting new customers , what would you do?
Answer: First we will check if the customers website was designed by us or someone else. If someone else, was it well built to facilitate visitors and interact with Google search engines properly (Indexed). Once well built. We will make sure they are utilizing social media to the most return possible and begin to use this data to precisely find their customer demographics. Next we will find an appropriate price point for marketing based against their competition and goals. Using this budget plus management fees we will promote their company increasing their online footprint and search results ranking.
- A customer has some bad reviews, what would you do?
Answer: Lets try and find out why the customer is getting bad reviews and if its something that we can help with or a larger problem. Once the bad review underline issue is addressed we begin facilitating new good reviews while replying and soothing any bad ones. Bad reviews are not always bad for the service as people expect some bad reviews. It’s how you handle them in response that people care about. Soliciting more reviews from happy customers and making it easier for them to review is a start. So we will charge for that system of facilitation, possibly create a newsletter, customer survey , or customer event. These are just a few ways we can assist with better customer reviews. Watch the promo below for more information.
Notice that we provide a unique solution to each scenario. Every business is at a different step of their online adventure and we must be understanding and committed to helping obtain that success at that moment in their business journey.
This is why FIRST before anything we …
Make A Friend
When you meet your customers or make news ones the most important aspect is to make a friend. Not one company can do everything but the customer will always turn to a friend for advice before an associate.
We have a wealth of knowledge between the team. When a customer ask something that you are not sure about, ask.
After your gain a a group of customers it will be those who are the closest to you that have the most success because they are engaging people help them make more and you will always make more as well.
Ask for money
You are an account manager not a sales associate, we have no sales department at All EDI. Every single employee can discuss or services and benefits for use and commission is paid out to whomever brings value to the company.
At the beginning of your journey with All EDI you survive on commission and commission is derived from the value that you bring to the customers that have already signed up. Only a very small percentage of customers understand online structure and promotion so their is always areas for you to assist and in turn make commission. As long as you clearly explain what it will take to be successful and ASK FOR THAT ACTION, that action equals commission for you.
As an Account Manager you will have to show that you want to succeed to make this work. The next position of a business developer comes with a salary plus commission and only account mangers that create that value for the company will be given that value in return. Being a business developer comes with a time schedule and daily activities. Once promoted these actions will feel them same in many ways as an Account Manager , behooving those who want to advance to emulate those who have already succeeded.
Congratulations
You’ve finished the learning portion of training. All that’s left now is getting your customers assigned and begin this new journey.
Day Four
- One on One Appointment
- Email Setup
- CRM Account Creation
- Employee Agreement
