BCP
Page 1
Introduction to Converge Business SME Services
Overview of customer profiling and its significance in business.
Page 2
Components of an Ideal Customer Profile
Company Information
Industry Sector
Company Name
SPOC (Single Point of Contact), contact details
Size (number of employees or revenue)
Location (local, national)
Type of Business (private, public, non-profit)
Pain Points
Specific challenges your ideal customer faces that your product/service addresses.
Objections
Understand customer objectives and concerns.
Purchase History
Frequency and typical buying cycle, as well as engagement with the brand.
Page 3
Importance of Customer Profiling
Increase Sales
Understand prospect's pain points, leading to better solution presentations and effective deal closures.
Improve Customer Retention
Enhanced support when customer insights are known, resulting in higher satisfaction.
Product Development
Customer insights inform product or service offerings, addressing specific needs.
Competitive Advantage
Stronger alignment of offerings with customer needs leads to differentiation.
Brand Loyalty
Understanding customer needs fosters loyalty, enhancing repeat business and referrals.
Page 4
How to Create an Ideal Customer Profile
Analyze Existing Subs Base
Create customer personas for various segments, detailing pain points and goals.
Define SME's Ideal Customer
Consider industry, size, location, and revenue.
Understand Company Psychographics
Learn about culture, values, decision-making, and digitalization challenges.
Know the Roles and Decision Makers
Identify key influencers in purchasing decisions.
Page 5
Basic Call Procedure: Planning
Planning and Preparation
Research industry, schedule visits, check account backgrounds, and prepare necessary materials.
Entering the Call
Introduce yourself and state your purpose clearly.
Page 6
Basic Call Procedure: Conducting the Call
Identify the person in charge and address them appropriately.
Ask for permission to proceed with the discussion.
Page 7
Basic Call Procedure: Sales Presentation
Present Sales Spiel
Start by commenting positively on the office.
Inquire about existing connectivity and highlight your offerings.
Closing the Sales
Ensure client signs necessary forms and is informed about the sales process.
Page 8
Post-Call Procedures
Follow-up and Analysis
Leave the premises securing approval for next visits and evaluate call performance.
Page 9
Interactive Activity
Role-play scenario practicing Basic Call Procedure.
Page 10
Daily Calendar Overview
Importance of scheduling and organization in sales appointments and follow-ups.
Page 11
Agent Deployment Plan Overview
Framework for monitoring daily sales deployment and activities.
Page 12
Daily Agent Deployment
Morning itinerary planning and end-of-day reporting.
Page 13
Overview of Direct Selling
Direct selling as a part of the business strategy.
Page 14
Advantages of Direct Selling
Personalized Approach: Tailored communication to enhance sales chances.
Immediate Interaction: Enables real-time engagements with customers.
Customer Education: Essential guidance for tech-savvy customers.
Page 15
Sales Process Steps
Steps include prospecting, preparation, qualification, presentation, handling objections, closing, and follow-up.
Page 16
Building Customer Relationships
Understand: Research clients and their markets.
Engage: Maintain communication and rapport.
Point of Contact: Be available to clients.
Follow Through: Honor commitments and build trust.
Page 17
Sales Tools Needed
List of tools necessary for effective sales engagements:
Ballpen, Mobile/Tablet
Scoping Form
Application Form
Sales Collaterals and Flyers.
Page 18
Role Playing Exercise
Scenario with a client in the hospitality industry, addressing their unique connectivity needs.
Page 19
Conclusion
Acknowledge and thank participants for their engagement.