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Securing new clients Karina Chapman. First steps. Talk to the client on the phone – establish a rapport Don\'t be afraid to meet with them – try to get in front of them. 99% will go ahead if you show them how easily it can be done Not a lot will actually install a disk and

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Presentation Transcript
first steps
First steps
  • Talk to the client on the phone – establish a rapport
  • Don\'t be afraid to meet with them – try to get in front of them.
  • 99% will go ahead if you show them how easily it can be done
  • Not a lot will actually install a disk and

play with it themselves!

first steps1
First steps
  • When you meet them don’t have preconceived ideas about the choice they will need to make.
  • Discuss options but make a recommendation
  • Ask lots of questions about what they want to achieve.
power in the meeting
Power in the meeting
  • The person asking the questions is the one with the power / controls the meeting.
  • Ask lots of questions – the client will feel they are being scoped properly and that they will get what they need.
  • Take notes – you don’t have to have a checklist if you listen to the client!
questioning technique
Questioning technique
  • Use a questioning technique to help you arrange your meetings.
  • Don’t launch straight into the software.
  • Focus on the client needs first then show them what they need to see
  • I get very few refusals for support work when the opportunity has enabled a good client scope first.
questioning technique1
Questioning technique
  • DQ – Decision questions – are you talking to the right person
  • BQ – Background questions – why are they doing this?
  • MQ – Motivation questions – what is the motivation behind contacting you
questioning technique2
Questioning technique
  • PQ – Problem questions – what problems are you trying to solve
  • MMQ – Measurement questions – how will they know when you have solved the problems
  • VQ – Value questions – what does the client get out of going ahead
questioning technique3
Questioning technique
  • CQ – Consequence questions – What is the consequence of not going ahead
  • TQ – Timing questions – when do you want to get started.
make a recommendation
Make a recommendation
  • Don’t give the client too many options – It freaks them out!
  • You can give options but if you have asked the right questions you should be able to put your name against recommending one.
price for support work
Price – for support work
  • Don’t be afraid to not be cheap!
  • Explain what you may do that your competition may not do
  • Don’t be embarrassed of your charge rate!
  • Make sure they understand how much of a mess they can make without the right help.
price for support work1
Price – for support work
  • If they are price conscious give them a fee for software and data file set up with training additional.

Thanks!!!

Happy Conference!!!

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