The #1 Tool to Improve Sales and Customer Service

Posted by on Oct 22, 2019 in Motivation | Comments Off on The #1 Tool to Improve Sales and Customer Service

Why should video be a part of your personal development plan?

Video allows you to critique your performance, whether it’s leadership skills, a presentation or honing your sales skills.

Video or audio taping yourself is a vastly underused tool to get feedback and deliberate practice to improve your communication skills. 

Without consistently reviewing what you are really doing you cannot improve your skills. You need to see it and listen to it, because the recordings will not lie.

Once you review what you are really doing, you can create an action plan to improve, based on what’s really going on  – not what you think you’re good at doing.

Are you ready for real change and better sales or customer service results? 

Are you making EXCUSES for why you can’t record yourself?

You will be shocked that almost no one will object to you recording your interactions. Instead, they will likely be impressed. 

If you’re taking video, get a phone tripod like this one and set it up to capture your performance.

Recording yourself takes guts – not everybody likes to see themselves on camera. 

But with a smartphone as an integral part of your personal development plan, it’s easier than ever to start utilizing video and audio in all kinds of ways to improve your customer service experience and your sales skills.

Here’s a review of the benefits of recording yourself, as well as some examples, what you should look for when you play it back AND some special instructions for leaders.

Benefits of video in your personal development plan

When you incorporate video into your personal development plan, you’ll gain perks like:

  • Knowing how to make a good first impression and start a meeting/presentation. First impressions matter. To get the sale, you must stand out in a sea of competitors and be memorable. With your audio/visual recordings, you can hone in on your delivery, be interesting and grab their attention up front. Here are some ideas: Start with a story, a startling statistic, a quote, a bold statement or simply a question. 
  • Getting out of a sales slump. Even the best salesperson will face a downturn every now and then. This is the prime time to be intentional about recording yourself, pinpointing where you’re struggling and getting your sales groove back. Get some coaching from someone better than you. Then, keep the recordings of yourself when you are at your best, and refer back to them when you get into a slump.
  • Getting better at customer service. There’s always room for improvement – especially when it comes to interactions with your prospects and customers. When you record yourself, you can look at the footage with a critical eye and know what to improve upon.

Driving your performance

Athletes review game film constantly to improve their game, and it’s a great example of how to use video to drive your own personal development. 

Virtually every athlete does it, and high-level sports officials, referees and umpires also use video to review and improve their performance. 

Real-life examples

“What you feel isn’t real”

When it comes to golf, your mind can deceive you.

For example, I am working on taking the club outside my hands on the backswing. 

I was so sure the club was where I wanted it – until I watched the video.

I was shocked to see the club what not where I wanted it! 

This experience drove home the point: What you feel is often not real. 

Video will show you the reality of what is actually happening  – not what you think is happening.

My first sales slump

During my first two weeks promoting Tony Robbins back in September 1988, I did not get off to the flying start I imagined. 

I was making presentations to sales groups to sell his one-day seminar. I was blaming the groups I was in front of for my poor sales. 

Then, I purchased a mini-cassette recording device and began to record myself, over and over – a part of my personal development plan

After listening, I discovered that the audience wasn’t the problem after all.

There were some things that I was doing wrong, and I wouldn’t have known if I wasn’t consistently recording myself. 

I got some coaching from some experienced reps and improved several areas of my presentation (for example, my opening, the way I contrasted the small investment in the seminar to the goal to increase their sales, and how I asked for the sale). 

What can you discover?

If you’re still on the fence about recording yourself, consider if you need to improve your:

  • Energy level. Thought your energy level, voice tonality and facial expressions were engaging? Guess again! Let’s go to the videotape! (Thanks, Warner Wolf!
  • Listening skills. Thought you were a good listener and you asked excellent questions? Then you review the recording and realize you talk WAY too much! You interrupted prospects or customer over and over. 

How to get started

Here are three strategies for recording yourself to improve your sales or customer experience:

  1. Know what to record. It could simply be a con-call you are leading or a part of. Or maybe you run a sales or training meeting. You can also record any kind of a presentation you make to your team or a customer. The options are limitless.
  2. Try this MBA-level strategy. It can work in many settings. Tell the person/group you’re presenting to that you are constantly trying to improve your communication skills. You’d like to record the presentation today. Get their permission, then push record, and set the device aside.
  3. For in-home sales. On your next sales call, all you have to do is say, “Because I am going to ask a lot of questions and I want to listen well, instead of taking copious notes, do you mind if I record our conversation? Chances are, people won’t mind at all. And you’ll gather valuable information you can use to make your customer interactions even better. (I know a top realtor in Canada who uses this strategy at every appointment for a listing. The customer always says yes, and as they tour the house, she records all the customer’s comments about what they need to do inside and out to prepare the home for sale). 

Learn from your recordings

When you begin the practice of consistently recording yourself, reviewing it and getting some coaching, it WILL make a major difference in your career long term. 

Jim Rohn taught me, “Everybody can use some coaching. When you are playing the game, it is hard to think of everything.” 

Here’s what you should pay attention to when you’re watching yourself on the recordings:

  • Intonation.
  • Pace.
  • Volume level.
  • Facial expressions.
  • Eye contact.

Watch your video multiple times, concentrating on one of these aspects each time. Take note of what you need to change.

How leaders can use video to improve

If you’re a leader in your organization, listen up – this is just for you.

The next time you have a huddle or a sales meeting, set up a tripod in the back of the room and record your meeting. You can also record conference calls.

Analyze what things are working and what may need some tweaking.

Make recording video a part of your personal development plan

You have a smartphone. It’s time to start putting its recording feature to good use.

Whether you’re in sales or leadership, you can benefit from consistently recording yourself and learning from what you see – the good and the not-so-great.

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