Customer Relations

View and download these sales training videos (instructions).   

 

Video
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Customer Retention Is Everybody’s Job

Hear from Certified Sentricon Specialists about how and why all employees — from the owner to the customer service representative to the technician — are important to customer retention. Everyone plays a key role in retaining customers. Own it.

We’re in the Business of Taking Care of People

Hear from Certified Sentricon Specialists about how they exceed customer expectations and demonstrate the value of their service and the Sentricon® system.

We Know Your Home Better Than You Do

Hear from Certified Sentricon Specialists about how to prevent a communication gap between the previous and new homeowners. You’re the expert and can let them know if there’s been previous termite damage to their home, what their neighborhood pressure is like and how the Sentricon system is proven as a preventative and curative termite solution.

Customer Satisfaction is Useless

In a struggling economy, everyone tries to satisfy customers, but the real key to success is creating customer loyalty. Customers are results-oriented; we’ve already learned this, but providing a good outcome with an excellent experience creates loyal customers.
Presenter: Tim Wackel (2011)

Exercise 
 

Are you a Professional?

Marty Grunder says professionals should be committed to excellence in all they do. As consultants, they must be knowledgeable and always prepared. This video further explains his theory and can help answer, “Are you a professional?”
Presenter: Marty Grunder (2011)

Exercise 
 

Customer Service: Your New Role in Marketing

Customers hate to be sold to but, ironically, love to buy. Bill Sharp provides insights on how to be a better salesperson by using suggestive selling techniques, offering advice and being a trusted person.
Presenter: Bill Sharp (2011)

Exercise 
 

Customer Service: Why is Marketing Good for You?

At the end of the day, you work for yourself and your family. However, your work also affects your customers, community and owners. Bill Sharp discusses how working for yourself is actually a cyclical process that gives back to so many others; therefore, it is important to put your best foot forward.
Presenter: Bill Sharp (2011)

Exercise 
 

Customer Service: Working with Unhappy Customers

It may not be fun to work with unhappy customers, but vocal customers who provide feedback is a good thing. Knowing what customers think about your company, services, employees, etc., can help you manage more effectively.
Presenter: Bill Sharp (2011)

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Customer Service: Follow Up or Fail

Follow-up is necessary. Persistence is necessary. Eighty percent of sales are made at or after five contacts. Ironically, most people give up if nothing has happened by three or four attempts, but they could be nearing a sale. The bottom line is you increase your chances to make a sale by persistence in following up.
Presenter: Tim Wackel (2011)

Exercise 
 

Exceed Expectations

“Business as usual” no longer exists. In order to be successful, you must be able to exceed expectations set by your supervisors, peers and yourself. This video provides tips to help enhance your perception and how to go above and beyond the expectations.
Presenter: Jean Gatz (2012)

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Difficult People

Dealing with difficult people hinders our strengths and progress in the workplace. So it is important to learn how to deal with them. This video helps us understand why people act difficultly and how we can take control in situations when people are acting in such a manner.
Presenter: Jean Gatz (2012)

Exercise 
 

Who is the Customer of the Future

The pressing question is “Will tomorrow’s customer be yours?” Today’s customers are more demanding than ever and have high expectations for pest management professionals. This video provides an overview of different customers by demographics, age, gender, etc., and how to best reach each audience.
Presenter: Cindy Mannes (2012)

Exercise 
 

She-conomics

What is your No. 1 opportunity? Cindy Mannes, with Arrow Exterminators, makes the argument that it is to relate to female customers and employees. The buying power of women has drastically increased and it is important to acquire the sale, but more important, to acquire the woman as a buyer.
Presenter: Cindy Mannes (2012)

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Customer Service

In “Sheconomics” we learned that the buying power of women has drastically increased within families, so it is important for pest management professionals to provide excellent customer service, particularly to women customers. There is a large opportunity for pest management professionals because your services are viewed as valuable among your customers. This video helps outline how to best communicate, market and sell your services to your No. 1 customer-- women.
Presenter: Cindy Mannes (2012)

Exercise 
 

Attract Customers for Life

Do you ever wonder, “Why do we do the things we do?” Oftentimes things are done in a certain way because they have always been done that way. Simon Bailey provides a new perspective by “Owning the Customer Experience.” His process for ensuring a great customer experience and doing things out of the ordinary will help attract customers for life.
Presenter: Presenter: Simon T. Bailey (2012)

Exercise 
 

Personal Service with a Brilliant Touch

Personal service, with a brilliant touch, will help engage and connect your customers to your service. Any pest management professional can provide excellent service, but personal service is going the extra mile for the individual. This video provides tools to help make the customer feel valued by your company.
Presenter: Presenter: Simon T. Bailey (2012)

Exercise 
 

Prescription Before Diagnosis is Malpractice

In this video, Tim Wackel explains how it is imperative to understand the customers’ issues to prescribe the right treatment. He provides several tips on how to do this but says it starts by making fewer statements and asking more questions.
Presenter: Tim Wackel (2011)

Exercise 
 

Make Friends, Make Sales

People do business with companies they know, like and trust. People do business with people who they know, like and trust. Marty Grunder advises how to achieve a successful sales portfolio by connecting with others before you start convincing.
Presenter: Marty Grunder (2011)

Exercise 
 

Open Questions Close More Business

Listening is one of the most important communication skills, but to hear insightful things, we must know how to ask the appropriate questions. In this video, you will learn how to ask open questions and engage customers and prospective customers in conversation.
Presenter: Tim Wackel (2011)

Exercise 
 

Make Every Conversation Count

In this video, Tim Wackel presents research showing that customers overwhelmingly do not value the conversations they have with service professionals. To overcome this issue, Wackel presents his theory of personal branding — what it is, how to achieve it and what the benefits are.
Presenter: Tim Wackel (2011)

Exercise 
 

Seven Great Marketing Ideas for Pest Control Companies

Whether you are first, second or third in your market, there are ways in which you need to improve your business or sustain your competitive advantage. This video presents seven ways to better your marketing efforts to stay in the game.
Presenter: Marty Grunder (2011)

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A New Way of Thinking

The industry may be changing, but your home will always remain your biggest asset. Bill Sharp discusses how the current business climate for termite treatment can be modified for the customers’ biggest concern — their home.
Presenter: Bill Sharp (2011)

Exercise 
 

We are All Salespeople

In one way or another, we are all salespeople. So it is important your work sells itself. By doing great work, communicating well and paying attention to detail, you create a propelling sales force.
Presenter: Marty Grunder (2011)

Exercise 
 

Making It Easy for Customers

Bill Sharp discusses a few trends pest professionals should adopt to make payment options accommodating to today’s customer. It is very important to make your customers feel like your priority, and providing options or making exceptions will definitely help overall customer satisfaction.
Presenter: Bill Sharp (2011)

Exercise 
 

How Customers Decide to Buy

Most pest professionals consume themselves with the art of selling. They occupy their mind with what they can or should say, how they should say it, etc. However, to truly become a successful salesperson is to understand the customers’ decision process and how to best complement the process.
Presenter: Bill Sharp (2011)

Exercise 
 

Building Rapport with Customers

Customers initiate conversation by defining their immediate problems or curiosity, and it is your role as a pest management professional to engage and continue that conversation. Bill Sharp outlines how to do this in a manner that leads customers to make satisfactory decisions based on their initial problem or curiosity.
Presenter: Bill Sharp (2011)

Exercise 
 

Listening to Customers

In this video, Bill Sharp presents his three roles of listening, which includes talking, listening and observing. When the three roles are used in unison, salespeople can truly hear what their customers and prospective customers have to say.
Presenter: Bill Sharp (2011)

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How Do We Find the "Right" Customers?

Begin with the end in mind. Knowing the demographics, interests and characteristics of the “right” customer will allow you to strategize in your marketing and sales efforts.
Presenter: Marty Grunder (2011)

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Ways to Avoid Looking Like a "Salesman"

There are several things you can do and say that can either enhance or destroy a sales pitch. Bill Sharp discusses what not to do or say to make a sale.
Presenter: Bill Sharp (2011)

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Lead in Lean Times

You can’t control the outside forces that affect your company in hard times, but you can be prepared on how to be a leader during those times. In this video, Marty Grunder talks about three ways you can lead during lean times and keep sight of the silver lining.
Presenter: Marty Grunder (2011)

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You Gotta Believe

Seeing is believing. It is a fact that people remember most things if initially seeing it as opposed to hearing it. In this video, Bill Sharp discusses ways for you to engage with your customers to provide stimulating visual elements to your sales pitch.
Presenter: Bill Sharp (2011)

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Explaining What "Quality" Means

Be sure to enhance what you say about various services and the characteristics of your company. Customers want to know how you can benefit their life and home.
Presenter: Bill Sharp (2011)

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Explaining Things in "Customer Language"

Bill Sharp discusses the importance of speaking to the customer, not about your customer. As a pest professional, you will need to explain things in easy-to-remember ways in language they understand.
Presenter: Bill Sharp (2011)

Exercise