Q: Tell us a bit about your background with the company, and how your skill set/interests have shifted as a Reseller Success Coach.
A: In the 2 years I’ve been with Bizness Apps, I’ve been able to identify exactly where my strengths lie and leverage them to help create the Reseller Success Program. I’ve always enjoyed forming personal connections with our clients, and have worked with thousands of Resellers in every stage of their customer journey. I now focus on our newest Resellers, specializing in getting their businesses launched quickly and effectively. I’ve become extremely passionate about the client success path that takes place over the first 30 days of joining our program.
Q: Is there anything from the more distant past that you feel prepared you well to take on this role?
A: My parents co-own 3 small businesses, so I was well prepared for a client-facing profession. I grew up working at all 3, training in customer service best practices from a very young age. Later on, I started working for Nordstrom, where I was formally trained in sales and service. I learned from the best there, and was able to really leverage that knowledge here at Bizness Apps; it was a natural fit.
Q: Since most of your client interaction is over the phone, you’re well schooled in phone etiquette. What’s a must and what’s a no-no when speaking to customers?
A: Musts: always answer the phone with a smile on your face, use your normal tone, and if you have trouble projecting, try standing up. Listen to the caller and let them to complete their sentences before responding. Be patient and helpful, and always focus on the call—don’t let yourself get distracted by what’s going on around you. No-nos: Do not eat or drink while on a call. Do not use slang words or poor grammar. If you can’t reach someone, avoid leaving long-winded voicemails. Keep it succinct.
Q: On that same note, do you think one phone-tone prevails among the rest? Conversational? Structured? Question-driven? Which do clients respond to the most?
A: Cold calls should be focused around some key qualifying questions that help the sales rep quickly identify how the product will meet the prospect’s needs. During product demos, a structured agenda works best. It hones in on what’s most important and doesn’t overwhelm the person on the other end with too much information.
Q: The majority of your one-on-one work is heavily focused on sales & marketing strategies. What do your clients usually name as a roadblock to success in these realms, and how can they overcome that?
A: The number one challenge my clients face is not having enough time to dedicate to their Reseller business. The first thing I ask them is what they did today to make time for this hour-long phone call. Everyone is busy, and every Reseller needs to make time for this program. Then I remind them that by signing up, they’re investing in themselves. It’s up to them to find ways to stay motivated and prioritize their time accordingly.
Q: For our seasoned Resellers, what kind of marketing strategies work best for expanding their client base?
A: There’s nothing better than word-of-mouth marketing, because it means you’re doing a great job servicing your existing clients, and they want to talk about it. Seasoned resellers need to turn their loyal customers into promoters, and referral-based programs are the best way to drive that. Incentivize your clients to bring you new business.
Q: What’s the most rewarding part of your workday?
A: We’ve worked extremely hard to develop the Reseller Success Program, so it’s very rewarding when we get to celebrate client wins—big or small. We get to see our work in action and know that we’re making a difference in our clients’ lives.
Q: What about the most exciting part?
A: When I open an email from one of my clients and it says they’ve made their first sale… nothing like that feeling!
Q: Do you have an awkward “catch phrase” that you find yourself using in all your phone calls?
A: In sales, it’s always important to remember to “fake it till you make it.”
Our Reseller Success team specializes in serving new clients’ needs day in and day out. They’re dedicated to getting you on your feet—so step right up, and join us!
You must be logged in to post a comment.