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Steve Stauning
США
Добавлен 6 июн 2013
Steve Stauning : Short & Sweet.
Important lessons... most in under 5 minutes.
Steve Stauning delivers critical sales, leadership, customer service and general management training in bite-sized nuggets designed to help you and your team reach your potential. Lots of free "How To" lessons from one of America's most sought-after speakers and trainers.
Important lessons... most in under 5 minutes.
Steve Stauning delivers critical sales, leadership, customer service and general management training in bite-sized nuggets designed to help you and your team reach your potential. Lots of free "How To" lessons from one of America's most sought-after speakers and trainers.
Ridiculously Simple Customer Experience - Meet the Experts with Cory Mosely
In this episode of Meet the Experts, Cory Mosely interviews me about the book "Ridiculously Simple Customer Experience" (co-authored by Conner Stauning). Among other things, the interview reveals the 4 ridiculously simple steps that Customer-First Companies routinely take to make every customer experience a great one.
Providing a great customer experience every time isn't hard, but it does require that everyone from (especially) the top to the frontline team has a passion for serving the customer. When you put the customer first, you enjoy great online reviews, repeat business, pricing power, and lower employee turnover (just to name a few of the benefits of this approach).
To learn how r...
Providing a great customer experience every time isn't hard, but it does require that everyone from (especially) the top to the frontline team has a passion for serving the customer. When you put the customer first, you enjoy great online reviews, repeat business, pricing power, and lower employee turnover (just to name a few of the benefits of this approach).
To learn how r...
Просмотров: 386
Видео
Assumptive Selling: The Complete Guide to Selling More Vehicles for More Money to Today's Customers
Просмотров 1,5 тыс.3 года назад
Assumptive selling is about knowing everyone is a buyer… and knowing that the first time you believe someone is not, you’ll be right. Take charge of your sales career by recognizing that everyone is a buyer and they want to buy today. What’s more, is that if you do take charge, if you are direct, and if you provide the right guidance, they’ll want to buy from you! Buy Assumptive Selling on Amaz...
30,000 Pound Gorilla in the Room - Radio Spot 11
Просмотров 1474 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 11 of...
30,000 Pound Gorilla in the Room - Radio Spot 10
Просмотров 574 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 10 of...
30,000 Pound Gorilla in the Room - Radio Spot 9
Просмотров 584 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 9 of ...
30,000 Pound Gorilla in the Room - Radio Spot 4
Просмотров 1364 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 4 of ...
30,000 Pound Gorilla in the Room - Radio Spot 8
Просмотров 464 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 8 of ...
30,000 Pound Gorilla in the Room - Radio Spot 7
Просмотров 354 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 7 of ...
30,000 Pound Gorilla in the Room - Radio Spot 6
Просмотров 344 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 6 of ...
30,000 Pound Gorilla in the Room - Radio Spot 3
Просмотров 764 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 3 of ...
30,000 Pound Gorilla in the Room - Radio Spot 5
Просмотров 584 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 5 of ...
30,000 Pound Gorilla in the Room - Radio Spot 2
Просмотров 1424 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Classes Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 2 of ...
30,000 Pound Gorilla in the Room - Radio Spot 1
Просмотров 2474 года назад
We asked a Boise State student in the university’s GIMM (Games, Interactive Media, and Mobile) program to animate our radio spots using what he learned in his Visual Storytelling & Digital Tools for Interactivity course. (Yeah, a lot of words in that class title!) That course teaches students to use several Adobe Programs such as After Effects, Illustrator, and Premiere Pro. (Spot 1 of 11) Grea...
Assumptive Selling - Sell More Cars for More Money
Просмотров 1,9 тыс.5 лет назад
Admit it: today’s car buyers are different than they were just a few years ago. Unlike yesterday’s shoppers, most of today’s prospects arrive on your lot knowing exactly what they want and about how much they expect to pay. They’ve done hours of online research, and they selected your dealership and your vehicle for a reason. Now, all you have to do is sell them the car, right? If only it were ...
$50 for a Car Sales Training Book?
Просмотров 1,3 тыс.5 лет назад
What in the world can an automotive sales professional expect to get from a $50 vehicle sales training book? Well, basically everything they need to know to sell more vehicles for more money to today's connected customers! With chapters covering everything from sales basics to social selling to old-fashioned networking to overcoming more than 60 different objections, Assumptive Selling is the c...
Assumptive Selling - Get Steve's Book!
Просмотров 2255 лет назад
Assumptive Selling - Get Steve's Book!
SEO & SEM Checklists: Part 15 of How to Spot & Stop SEO & SEM Theft!
Просмотров 4206 лет назад
SEO & SEM Checklists: Part 15 of How to Spot & Stop SEO & SEM Theft!
The Theft They Call Display: Part 14 of How to Spot & Stop SEO & SEM Theft!
Просмотров 4996 лет назад
The Theft They Call Display: Part 14 of How to Spot & Stop SEO & SEM Theft!
An Honest PPC Company? Part 13 of How to Spot & Stop SEO & SEM Theft!
Просмотров 4466 лет назад
An Honest PPC Company? Part 13 of How to Spot & Stop SEO & SEM Theft!
Should You Bid On Your Own Name? Part 12 of How to Spot & Stop SEO & SEM Theft!
Просмотров 5036 лет назад
Should You Bid On Your Own Name? Part 12 of How to Spot & Stop SEO & SEM Theft!
PPC & The Real Success Metrics: Part 11 of How to Spot & Stop SEO & SEM Theft!
Просмотров 2646 лет назад
PPC & The Real Success Metrics: Part 11 of How to Spot & Stop SEO & SEM Theft!
More SEM Red Flags! Part 10 of How to Spot & Stop SEO & SEM Theft!
Просмотров 946 лет назад
More SEM Red Flags! Part 10 of How to Spot & Stop SEO & SEM Theft!
How To Stop SEM Theft: Part 9 of How to Spot & Stop SEO & SEM Theft!
Просмотров 1066 лет назад
How To Stop SEM Theft: Part 9 of How to Spot & Stop SEO & SEM Theft!
SEM Best & Worst Practices: Part 8 of How to Spot & Stop SEO & SEM Theft!
Просмотров 1466 лет назад
SEM Best & Worst Practices: Part 8 of How to Spot & Stop SEO & SEM Theft!
Car Dealer SEO & Google My Business: Part 7 of How to Spot & Stop SEO & SEM Theft!
Просмотров 1756 лет назад
Car Dealer SEO & Google My Business: Part 7 of How to Spot & Stop SEO & SEM Theft!
SEO - What and How to Measure: Part 6 of How to Spot & Stop SEO & SEM Theft!
Просмотров 1286 лет назад
SEO - What and How to Measure: Part 6 of How to Spot & Stop SEO & SEM Theft!
More Bad SEO Vendor Reports: Part 5 of How to Spot & Stop SEO & SEM Theft!
Просмотров 1966 лет назад
More Bad SEO Vendor Reports: Part 5 of How to Spot & Stop SEO & SEM Theft!
Search Console and Other Bad SEO Reports: Part 4 of How to Spot & Stop SEO & SEM Theft!
Просмотров 1486 лет назад
Search Console and Other Bad SEO Reports: Part 4 of How to Spot & Stop SEO & SEM Theft!
SEO - Not For Every Dealer: Part 3 of How to Spot & Stop SEO & SEM Theft!
Просмотров 1436 лет назад
SEO - Not For Every Dealer: Part 3 of How to Spot & Stop SEO & SEM Theft!
SEO - Is It Fraud or Laziness? Part 2 of How to Spot & Stop SEO & SEM Theft!
Просмотров 2436 лет назад
SEO - Is It Fraud or Laziness? Part 2 of How to Spot & Stop SEO & SEM Theft!
Thank you listening from Bangkok, furamaXclusive Sukhumvit hotel Receptionist thank you so much for TV the incredible speech and ways to handling Customer.
No, Thank You! Glad you found the video helpful!
Great video and great advice 😊
Glad you liked it!
And I subbed ❤
Wow this is great advice! I’m applying for virtual receptionist and I’m brushing up on the info I need to know for the phone interview 😮 any advice? Ps your voice is really professional ❤ps I am unfamiliar with the computer program’s receptionists use, do you happen to know? 😊
I wouldn't worry about the programs they use for virtually receptionists, as these are designed for people from all over the world who may have very limited knowledge of any specific piece of software. Regarding the advice for the interview, I would recommend you speak authentically (imagine that the interviewer is an old friend) and that you not embellish or try to sound smart. The smartest thing answer you can give to complex questions would be something like, "I'm not sure; though I would certainly follow the company policy in that situation."
I've worked front desk at a hotel for 5 years. I'm being promoted to Front Desk Manager in two weeks. This will be my first time going to a manager role. Any advice?
A couple of things: 1) Never forget what it was like when you were on the desk. 2) Read a few quick lessons from my blog. Here are two easy reads: askthemanager.com/2023/12/customer-experience-series-the-role-of-leadership/ askthemanager.com/2023/12/great-leadership-the-customer-experience/
I'm applying as a virtual receptionist in Elite Concierge, I think the salary is around $3-$4/hr... I hope I pass! This helps me a lot on tips for being a medical receptionist. <3
Excellent! Glad to hear this helped!
these videos are very informative and helped me a lot to start my career in this industry.
Glad to hear they helped!
I totally love it when people come to my desk....but wow when the phone rings.....I forget how to speak in english 😵💫
"Right away"
3E: Enunciate with Ethusiam so you can be Effective 🙌🏻~🙌🏻~🙌🏻
Tomorrow would be my first day as medical receptionist I’m so nervous
You got this! Make mistakes... make lots of mistakes... no one is going to die, and you'll get exponentially better at this gig every day!
0:23 which is why we should be paid more! 😏
Bingo!
I have experience as a Receptionist and I love it but, I moved and there aren't any Receptionist openings. Most of the jobs are Receptionist Admin and you are more of any admin and you are not answering the phone very often. I seems that there aren't any companies hiring just Receptionists with busy phones.
Great tips stevie been really bad on reception recently so needed a good few pointers 🥶🥶🥶🥶🥶🥶
My pleasure! Signed, Stevie :)
Thankyou soo much ill be starting my work nextweek
Good luck! You got this!
We need to have more videos from you about this topic try to focus on the Taxi industry, though in my area, I’m looking to start a taxi service looking to change the Taxi business metaphor. I guess you would say I’m looking to change how people think about taxi services. I know the first step is study what Uber and Lyft do and do the opposite pay pay attention to their technology how they treat the public I’m talking about even the people that are crossing the street that aren’t in the sidewalk I’m talking about don’t rush the person crossing the street stop and allow them to cross even if there’s other traffic coming because other traffic coming up behind you sees you stopped in the middle of the road. The most likely will stop as well so it would be really nice for you to do a hour and a half video on this topic.❤
Great tips! 😊 I love the perspectives and adjusting those are the key to success for sure 👏
Thank you! Great points!
All excellent points. Thank you :)
My pleasure!
Excellent discussion. The customer is always the customer. And, make the experience easy for the customer. Great tips!
Thank you!
great video!
Glad you enjoyed it
I'm a bit nervous, today is my first day in the Front Office
You got this!
Girll me tooo!
How’s it going
It sounds perfect for incoming leads. Does it flow this good for outbound leads
Yes, of course those outbound opportunities (like customer buy-back campaigns) didn't ask us to call, so there's a bit more to it. Here's the video series for those calls: ruclips.net/video/gcYI02frhio/видео.html
👏🏾 🥰 I was beginning to believe good customer service was a thing of the past! I used to work for Amex, and it was a great job! They treat their employees with kindness and respect. And sir, you are so funny 😄.
Thank you! Glad you liked the video!
@@SalesTrainer You’re welcome!
❤
The hotel or hospitality management courses are so expensive that I can't afford it but my it's really my dream job! Please can you suggest me if it will worthfull to earn a certificate course to get the job
I think the best people to ask are those who are hiring for these roles in your area. I haven't heard of a hotel requiring these for entry level positions, though once you're on the job, they may have these requirements to move further up in the company. (I would certainly wait until I was employed in the industry before spending any money on an outside course that may not be necessary.)
Try it first and see if you like it. Managers deal with a lot of angry people.
... great ... !!!
this video is great with thank you Steve
Glad you think so! And thank you!
I’m former U.S. army about to start my new job as hotel front desk agent
Best of luck!
I am soft spoken just started working a s a receptionist....there a complain about that already I feel like I'll loose the job..but after watching this video I'll start the new week with a banger
Excellent! Great to hear!
I Hope it's going well for you.😊
I just started mine. Did you get more confident later on? I'm confident but first day was also tough today. I'm sure there are a lot of success stories that start like this
This answered all my queríes thank you😊
Happy to help!
Good stuff.
Thanks Dale. It's feeling a little dated to me (recorded in 2017), but the core of how dealers are being hoodwinked by ineffective SEOs and SEMs hasn't changed.
@@SalesTrainer randomly was fed this video while checking on automotive industry things. 😂
LOL!
Hello professor Thank you so much for your help and advice, I really appreciate your job. I wish you happiness and peace under the sky of prosperity. All the best. Your Student from Algeria
My ex manager told me not to write things down. But I did anyway bc that's the way I was trained. Everything you recommended I actually do. 👍🏼👍🏼👍🏼😊
What if English is not my first language? 😢😢 I’m about to start a job as a receptionist and I’m getting scared already of the phones ringing :(
This can be both a disadvantage and an advantage. You likely understand the disadvantage, but the advantage comes from letting others know this. For example, if someone is speaking too fast, you can reply, "My apologies, sir. English is not my first language. Would you mind repeating that?" (Whereas a native speaker who missed what the customer/caller was saying would have to just ask them to repeat it - making them seem less competent to some.)
i personally direct the client towards e-mailing. It's not the best thing to do, but asking the customer to repeat over and over and you still don't understand might just annoy them.
Hey are you still working as a receptionist?
Yes
Rule #1 but you're an introvert 😭
Well, there's that. :)
i'm glad i'm mixed between the Two but mostly introverted so i can adapt on the fly if the situation needs it for exmp a job requierment
I am introvert but working with hospitality and serving customers helps me a lot and i am actually applied to be a receptionist goodluck to me 😂 And english isn’t my first language
@@mummyjennysdiary2040same lmaooo
I love this, I have been trying to get our managers on the same page. The early manager T.O is paramount! People do NOT want to spend 3-5 hours buying a car. I tell my staff, to address the the customers concern by saying ( when they do not want to come in) " This is how it works here at Tyrone Mazda, By APPOINTMENT ONLY, we will have the car you are looking at ready out front, while you are on the test drive, I will have your car appraised, when we get back we will have all the numbers ready for you to take home and think about. ( now we really do not want them to go home, however, we do want to put them at ease that they are not going to spend the day at the store.) a Manager conformations for a apt. is 1000% true, this way now multiple people know what's going on, and can make sure everything is ready!! This is graet stuff! This doest take a buy in from EVERYONE. This as you stated should be the CULTURE of the dealership! 5stars to you Steve.
Thanks Mark!
i have been offered a reception job. I am so nervous to accept the job because I am not sure how to handle difficult situations. After watching your video I am more confident and will be reaching back to the job offer. It's a new career path but it will be great to learn about the company's environment.
You can do it!
I will never be a customer service representative I am a huge proponent for an eye for an eye. You come in with an attitude I reciprocate
Thank you for this video and tips. Starting as a receptionist next week and super anxious
My pleasure and Congratulations on the new gig!
This video makes me 😬 stress.
I have just started a receptionist job at an insurance company. Some of the calls that I get are people who are angry already, and when they're adjuster does not pick up after I transferred them, they call back and demand to speak to someone else. The problem is, sometimes none of the other adjusters pick up their phone, therefore leaving no one to transfer them to. And when I tell them that there is no one to transfer them to and would they like to leave a message, they still hold me hostage. What do I do in these situations without getting rude and hanging up in their faces?
Great question! And I answered it here: ruclips.net/video/rKWEbCdrW8A/видео.html
This video only made it worse Lmao 🤣
lmfaooo no fr😭 some of his answers are not helping
Frrr
This is good. Why not more subscribers?
Set appointments? Just place a "BUY NOW" button underneath the advertised cars on your website. The goal is to sell cars isn't it ??
This is a tough one , if they aren't ready to buy , then they aren't ready to buy. Seems to me you want spear every fish that swims by but is that possible ? Plus , do you want to come across as hungry to make the sale ? You think prospects won't pick up on this ? I notice that dealerships are now placing calculators underneath their advertised vehicles on their websites. This keeps the customer engaged and playing around with the numbers. This is one of the smartest things they could have done.
The rebuttals you employ here are somewhat of a mouthful and chances are the BDC reps need these word tracks to guide them. So I understand your position. However, if I got this objection out on the lot , I would quickly flip it around and say - that's a good question , what model(s) did you have in mind ? The idea is to get them talking. You'll know if they've zeroed in on something or if they are just browsing around. If they said something like : Well we really want to get a Toyota Corolla base model not more than 3 years old. We were interested in the red one we saw advertised on your website. Perfect. By the way I see that you're driving a Toyota Corrolla now. We're always looking for those , may we buy it from you ? My goodness , "is this your best price ?" is one of the best objections you can get as a salesperson. These type of prospects have already baited the hook for you.
Instant confidence boost. Thanks
My pleasure!
Sometimes the customer has a legitimate stance. I purchased a new pickup from a dealership that was several thousand dollars less expensive than all the other ones. I called the salesman over the phone and he tried to get me to come in but he and I both knew that it was a matter of price. He quoted me an offer over the phone (which is taboo and not keeping with good sales practices of course) . I said I'll take it. He seemed somewhat suspicious and surprised that someone would close a deal over the phone. He wanted me to "test drive' the damn thing. I told him I wasn't gonna do it. My question to you - does a salesperson have to follow the script and process all the time ? Is the price objection always just a stall or ploy or could it be legitimate ?
This probably requires a longer answer than I care to type, but here goes: First, this video is a bit dated; and I've updated the word tracks I teach my clients since then. Additionally, with the inventory shortages, most dealers don't budge much (if at all) on prices today. (Great news for dealers and consumers!) Second, the price objection is valid in the customer's mind; though that's not really relevant. Everyone "wants" a better price; but if there isn't a better price (as there hasn't been over the last 24-28 months), then wanting is meaningless. Third, what works best today is to publish a competitive selling price and then defend that price. Capitulating just once leads to capitulating always. If you give in, in the end, you'll sell no more vehicles, you'll just make less money on the ones you do sell.
@@SalesTrainer Thanks for your reply. I like your advice on capitulating on price. I trust your judgment and experience.
OK, I don't want to sound impertinent but I get the impression that you want to streamline the sales process as much as possible to maximize sales. Fair enough. Why even mess with a BDC then ? Let your customers purchase their vehicle off the your website directly ? The BDC runs the risk of drifting from a profit center to a cost center anyway so why not do away with it altogether ? Let the customers do a point & click purchase from the outset. Why not ? Cars are being seen as commodities these days anyway.