Every interaction between
a customer service or sales professional and an existing or prospective
customer will ultimately fall within two stages. In nearly all cases,
there is a Discovery stage when the agent or rep is asking questions
and gathering information, and a Fulfillment stage when the rep
is providing information and responding to questions. Both stages
must be managed effectively and appropriately executed for a customer
service or sales call to be effective.
While most sales professionals claim to know the importance of
asking effective questions and listening carefully, many are unable
to apply a disciplined strategy in real-life selling situations.
This is especially true in the telesales environment when the window
to engage a client can close very quickly. In such circumstances,
many sales professionals are unable to complete critical Discovery
work before proceeding to Fulfillment. Pressure from prospective
buyers to provide information forces many agents to succumb to their
own sense of eagerness and start providing specific Fulfillment
information. Many don't know how to ask strategic questions or even
how to phrase those questions. As a result, they prematurely “bounce”
to Fulfillment and fail to connect with the buyer’s agenda
“Bouncing” prematurely to Fulfillment almost always
results in costly customer service or selling mistakes. Agents miss
vital information, make statements that are in conflict with undiscovered
elements of the buyer’s agenda, or make statements that un-sell
because the remarks are too predictable or otherwise lack credibility.
Discovery/Fulfillment sales and customer service training programs
teach agents how to effectively manage the sales process through
consistent, disciplined customer service and selling practices within
a wide variety of sales situations. Once properly mastered, this
discipline enables agents to become more skilled, confident, empowered,
and in control. When an enterprise adopts this customer service
and sales training methodology, the Discovery/Fulfillment discipline
becomes a corporate “sales language,” and a consistent
formula for successfully planning and executing customer service
and selling initiatives. Finally, Discovery/Fulfillment® provides
sales managers, telesales supervisors and QA managers with an unmatched
tool for evaluating and mentoring employees as they emerge as skilled
customer service and sales agents.
* Anilor Discovery/Fulfillment Sales Training
programs are adapted [in part] from the Discovery/Fulfillment®
Sales Discipline and the Discovery/Fulfillment® Customer Service
Discipline, licensed by permission of Dave Mrocek & Associates,
Copyright 2003 Dave Mrocek & Associates.
Discovery/Fulfillment is a federally registered
mark of Dave Mrocek & Associates.