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Customer Service Etiquette

Personal Advice, Sales
Customer service etiquette is one of the most fundamental aspects of any business. Doing it well defines how successful a company will be in the future. This applies to any and all industries, from entry-level to professional, especially in sales. While it might seem easy to always be cordial while speaking to customers, it can become easy to forgot to do so when problems arise between your team and a client. Below are a few tips and tricks to ensure your employees are on top of their customer service game: Smile: First impressions are the foundation of the tone of a conversation. Customers will be more at ease...

Understanding Service Needs Before Providing Solutions

Business, Sales
It’s time to present your service solution and pricing to a prospect! It is a very exciting part of a sales cycle, but before you present slow down and ask yourself: do you understand your prospect? Does your potential future client feel that you do know exactly what they are looking for? It is key to go through a check list internally to ensure you are presenting the appropriate solution. You should know the answers to the following questions before getting ready to close the deal: What is the prospect’s problem or issue? Often, the prospect is aware of their own issues, but wants to make sure that...

Is Cold Calling Dead?

Business, Personal Advice, Sales
“Cold Calling”, or reaching out to a potential customer with no prior interaction, can be one of the most daunting aspects of sales. So much so that it often keeps good people away from the profession! The question almost everyone asks when diving into a sales role is “Do I have to do cold calling?” There is a wave of thought that believes the era of cold calling is dead. Networking seems to be the way to become successful in sales, as this is where all the big deals take place. Senior-level contacts will often not accept cold calls, and the only way to meet them, connect, and...

Embedding a Deep Understanding of Prospective Clients

It’s all about setting goals and achieving them, but how do you ensure success once you have found or connected with your prospect?  How can you get your sales to the next level?  This process has two simple steps that are essential. The first step would be to maximize your discovery call by zeroing in on their needs; this helps to spark a willingness to speak.  Instead of over pitching, listen.   Once need is established, ask upfront questions about buying ability.  For example, you could ask “What is the time frame to purchase, and who needs to be involved in the decision making process?” and “When are you...

To proceed or not to proceed? That is the question!

So we have all “been there”, a prospective client that can really use your assistance but they are unwilling to go through the process you require as their Sales Rep. It’s important to realize that a prospect’s opposition to the process doesn’t reflect badly on how they will be as a client. For whatever reason, their interest in your sales process has waned. The majority of the time, their attention, is being pulled elsewhere within their organization.  It’s important to keep your prospect’s attention to the future by reviewing again how you can support their current need and then  bring them slowly back to the next stage of...