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Securing new clients Karina Chapman

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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Securing new clients Karina Chapman

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  1. Securing new clientsKarina Chapman

  2. 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!

  3. 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.

  4. 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!

  5. 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.

  6. 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

  7. 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

  8. Questioning technique • CQ – Consequence questions – What is the consequence of not going ahead • TQ – Timing questions – when do you want to get started.

  9. 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.

  10. 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.

  11. 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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