Advanced Global MSP Coaching的动态

Mastering Objections: What Every Sales Engineer Needs to Know to Turn Customer Pushback into Confidence Handling objections effectively can make or break a deal. To master this skill, try these three key techniques: 1. Empathize with Concerns?– Show customers you understand their perspective to build trust. 2. Uncover the Real Objection?– Ask clarifying questions to reveal underlying issues. 3. Use Data to Reinforce Value?– Support your solution with clear data and case studies. When you handle objections with empathy, clarity, and data, you’re not just addressing pushback—you’re building stronger relationships and guiding customers toward confident decisions. ?? Read more below...

How do you ensure a smooth handoff between sales and customer service? Here's what I recommend: 1. It's a good idea to begin including client teams in certain meetings with the prospect as the opportunity is moving into latter stages toward Closed-Won. 2. As a sales leader, ensure you are making your client team aware of opportunities that are on the bubble to close in the next 30 days and that you begin discussing some of the details as needed. 3. Upon closing a new deal, there MUST be a formal and well organized Internal Transition Meeting or Sales Handoff Meeting and the burden is on the seller to provide the necessary information to the client facing team to ensure a highly successful Onboarding, Implementation, Go-live and beyond. 4. The seller should be included in the Implementation kickoff call for continuity and also to help make introductions and facilitate the transition. What else would you add? This is a topic I am certainly passionate about!

? How can you kick-off an implementation when sales haven't done enough scoping? ? We've all been there: You join the internal handover and find out that, due to client pressures, the contract has been signed before scoping can be completed. You feel frustrated that you're not going to be prepared for the customer kick-off, and you panic that they will be very annoyed that you don't understand their use case. I had a great conversation with?Max LüPERTZ ??♂??yesterday in a thread about how pre-sales handle trying to do a demo when the qualification is not there to do a well-targeted demo. There are so many similarities when we get the handover from pre-sales to implementation. It's comforting to know we face similar challenges across the customer lifecycle. Here are some tips I can share on dealing with difficult handovers: ?? A customer doesn't see this transition like we do - their journey is with the company, not with the pre-sale team and then the post-sale team. If they're happy enough to proceed to contract then how would they feel if we told them to stop. ?? A clear process is so important so everyone knows what the expectations are. A good process should flag how exceptions are handled since there will always be an onboarding that doesn't fit into our plans. These processes should grow with your customers and the company. ?? Make sure your team is trained on how to handle these uncertainties. You don't want to force a customer through a kickoff that can't handle unknowns. Use this as an educational opportunity with the customer to flag what we need to find together to lead to a fantastic onboarding experience. ? Any tips on how to handle handovers at each part of the customer lifecycle?

The Key to Long-Term Success in Sales: It’s More Than Just a Great Product Having a fantastic product is the best thing that can happen to any tech sales person, especially when your goal extends beyond just closing deals to retaining clients for the long haul. But the journey doesn’t stop at having an exceptional product or closing the deal. The internal processes within your sales unit and across other departments are equally crucial. Ask Yourself: - How does your company manage the flow from closing a deal to handing it over to the success team? - How efficient is your support team in terms of accessibility, response rate, and resolution time? Ensuring these processes are seamless and effective is essential for maintaining client satisfaction and loyalty. While it’s vital to continually improve your product, never neglect the importance of refining your internal workflows. Remember, a great product can close customers, but efficient processes and exceptional support will keep them active.? #TechSales #CustomerSuccess #ProcessImprovement #SalesLeadership #CustomerRetention

I was recently talking to a former colleague who asked, "What’s the secret to avoiding customer escalations in IT sales?" Funny enough, the answer is simpler than it seems—and no, it’s not magic! It’s all about preventing the fire before it starts. Here’s how to avoid escalations and build lasting client bonds: Don’t assume your client knows everything. Lay out project details, timelines, and possible bumps. Someone once told me their project got derailed because the timeline was "assumed." Ouch! Silence isn’t golden in sales. Regular touchpoints can be the difference between a happy client and one that’s frustrated. You’re not selling a product or service; you’re solving a problem. Get to the heart of what they need. Sales isn’t about pushing—it’s about partnering. What’s your favorite way to build lasting client relationships? #ITSales #ClientSuccess #CommunicationInSales

The biggest mistake I see sales teams make in in discovery: → Thinking the symptoms of the problems is pain. I recently coached an SMB AE on their sales demo. The prospect said they're looking to leave the competitor because their customer support is awful. Prospect: "Their support is awful, every time we reach out to them it takes so long to get back to us" AE: "Got it, you're in good hands, we have best-in-class customer support with 24/7 live chat if you need it and a number you can call any time." Bad customer support is not the prospect's pain → it's a symptom. The cause of the symptom → is the real pain Let's go into a time machine and redo that conversation: Prospect: "Their support is awful, every time we reach out to them it takes so long to get back to us" AE: "That's frustrating...curious though, how come you're reaching out to customer support in the first place, what are you trying to do that isn't working?" The reason for reaching out to customer support = Real Pain P.S. here are 24 questions 6,000+ sellers are using to master discovery.

"?? Navigating Unmet Sales Promises: A CSM's Guide ??" ? Customer Success Managers often find themselves walking a tightrope between customer expectations and the current capabilities of their products. It's not uncommon for sales teams, driven by enthusiasm and the desire to close deals, to promise features that are on the roadmap but not yet available. This disconnect can put CSMs in a delicate position, where strategic skills and empathy become crucial tools. ? Here are some approaches that I take in overcoming these challenges: ? ? Empathetic Listening: Start by showing genuine empathy. Understanding the client's frustration and where they're coming from can go a long way in maintaining trust. ? Transparent Updates: Keep clients in the loop with regular updates about the product roadmap. This transparency helps manage expectations and builds a foundation of trust. ? Collaborative Prioritization: When multiple clients request the same feature, I collaborate with the product team to prioritize its development, ensuring our product evolves in line with our customers' needs. ? Proactive Alternatives: If a promised feature is removed from the roadmap, it's crucial to communicate this change promptly and suggest practical alternatives that can meet their needs. ? Enhanced Support: Offering additional training and support for existing features ensures clients can maximize the value of what is currently available, which can mitigate disappointment. ? ? I'd love to hear from others—how do you handle situations where there's a gap between what's sold and what's delivered? ?? Let's share our experiences and grow together ???.

Mastering the Art of Handling Objections in Sales: Strategies for Success - Example 1 : Overcoming Price Objections ?? Context: In the world of sales, price objections are commonplace. Many times, potential clients might hesitate due to budget concerns. However, turning these objections into opportunities can lead to significant wins." ?? Scenario: A prospect expresses concerns about the high cost of your software solution compared to competitors. ?? Strategy: Acknowledge the prospect's budgetary concerns and validate their need to make a cost-effective decision. Reframe the objection by emphasising the long-term value and ROI of your software, highlighting its superior features, reliability, and customer support. Provide a cost-benefit analysis that demonstrates the savings and efficiencies gained by using your solution over time. Need more strategies? Reach out to me today! #SalesSuccess #OvercomingObjections #BusinessGrowth #My121SuccessCoach

Are You Managing Accounts or Growing Relationships? Let’s be honest: the term “Account Manager” often feels like it’s all about ????????????????????????—renewals, upsells, and cross-sells. But great Account Management is about ??????????????????????????. ???????? It’s about being a trusted advisor who helps customers achieve their goals, not just hitting quota. Here’s how to grow from managing accounts to building partnerships: 1?? Understand Their Goals: Go beyond the surface. What KPIs define success for them? 2?? Be Proactive: Suggest solutions and opportunities before they even realize they need them. 3?? Build a Long-Term Vision: Don’t just focus on the next renewal—focus on the next 3–5 years. ?????????????? ???????????????????? ??????’?? ?????????? ?????????????? ???????????????? ????????????—it’s about helping them grow. What’s your secret to building lasting customer relationships? #AccountManagement #CustomerSuccess #RelationshipManagement #Retention #Growth

Post sales, if you treat your customer right, they will be your best referral advocate. Learn how to get ?????? ????????-?????????? ?????????????? ?????????????????? ??????????????. An AI-driven assistant knows your product better than anyone, with the manuals, the issues and their resolutions, and have the sense to route to your team when something requires their attention. Imagine your customers receiving instant accurate answers and getting guided step-by-step 24/7. Speed matters, so when 90% of the simpler issues are addressed in minutes, your team will have the time to work on more difficult problems and get those resolved faster too. But speed is not all; it’s also about keeping promises. Every resolved issue strengthens trust, builds relationships, and turns buyers into advocates. In a world where patience is short, delivering standout support isn’t optional - it’s competitive edge. Today's technology enable this and can do it very well, are you taking advantage of it?