Corelli's Clips — Now read in 14 countries! — A complimentary publication based on the popular books and seminars by Christine Corelli — business speaker, consultant, and author of Wake Up and Smell the Competition. Thank you in advance for forwarding it to others who may benefit from its content. Special Announcement: We are honored that Christine Corelli has been selected as the opening general session keynote speaker at "TEAM CITY LOUISIANA," a special event sponsored by Entergy Corporation, to be held in Baton Rouge, on June 8, 2006. Hundreds of business, economic development, tourism, construction, chamber of commerce and government leaders plan to attend. Christine's program, "Rebuild Louisiana—MISSION POSSIBLE" will address what action leaders must take to rebuild their businesses and communities, overcome adversity and breathe new life and energy into their spirits. Following this presentation, she will deliver a seminar on sales and business development. To learn more call (847) 581-9968. To stop receiving this publication, scroll to the bottom.

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If you've heard it once you've heard it a thousand times. Communication is critical to your success. One of the most important communication skills you need to master is asking questions. Without a doubt, it is the most effective way to uncover the wants, needs, opinions, ideas, problems, feelings and concerns of others. It also shows people you genuinely care about them and helps to create a bond.

Top business professionals write down and memorize great questions to ask for use in their day-to-day interactions. Below are a few examples to get you started. Modify and add to them for your specific application. Then memorize them and make it a habit to ask away!

Questions to Ask Customers in a Sales Setting
"What, specifically, do you want to accomplish?"
"What challenges are you facing?"
"What has been your experience with your last provider?"
"What are the top issues facing your business?"
"What are your top three priorities regarding ______?"
"What is the biggest concern about _________?"
"What are your key business initiatives / long short and long term goals?"
"Have I answered all of your questions?"
"Are you comfortable with what we have discussed?"
"Do you have more concerns?"
"What would be convenient for you?"
"Is there anything more I can do for you?"
"How would you like to proceed? —Are you ready to move forward?"
"Shall I place the order?"
"Is there anyone you might suggest I contact who may also benefit from our product/service?"
"When would you like me to follow up?"
"Would it be okay with you if I touch base with you from time to time?"
"Do you have any more concerns?"

(To learn more on how to ask questions in a sales setting — purchase
The ART of Influencing Customers to BUY from YOU — e-book or manual.)

Questions to Ask Your Team to Help Improve Customer Service
"How are we viewed in the eyes of our customers?"
"Are we thinking and acting as brand ambassadors?"
"What more can we do to improve our level of service?"
"How can we increase the value of our services?"
"What can we do to make it easier to do business with us?"
"What are we doing to exceed expectations?" "What more can we do?"
"What complaints have we heard and how can we be proactive in preventing them from recurring?"
"What service flaws exist? What have you been hearing from our customers?"
"How can we increase the value of our services?"
"What more can we do to support our sales team?"

Questions to Ask Your Team to Help Improve Quality, Productivity, Morale and Safety
"How can we streamline ________________?"
"How can we simplify __________________?"
"How can we improve our level of quality?"
"What might be holding you back from performing more effectively?"
"Do you feel supported by your supervisor/manager?"
"Do you feel free to voice your opinion without fear of losing your job?"
"Do you feel fully supported by your team and if not why not?"
"What can we do to increase productivity and morale?"
"How can our teams work together more effectively?"
"How can we make it more fun to come to work each day?"
"Have we had any safety incidents or actual accidents?"
"Are we forgetting anything?"
"How did you like our meeting?"

Questions to Establish Accountability and Gain Support
"May I ask each and every one of you to be accountable for ___________?
"Can I rely on you?"

Questions to Uncover Problems
"Is there anything I should know about?"
"Have you had any complaints?"
"What are you hearing from our customers?
"Is everyone performing up to speed?"

Questions to Ask Customers to Obtain Feedback
"How has my team been performing for you?"
"How would you rate our overall level of service?"
"How do we rate against our competition?"
"How can we improve our level of service? —What might make it better?"
"Would you say it was fairly easy to work with us?
"Is there anything more I can do for you at this time?"

Questions To Ask To Win The Hearts of Those You Lead
"What do YOU think about_____________?"
"What would YOU recommend to make it work?"
"What ideas do you have?"
"What would you do in my position?"
"How can we solve this together?"
"Is there anything I can do to help you?"
"How is your family?"

Corelli's Clips is published in a multitude of corporate newsletters and trade publications. For written permission to publish copyright material email gene@christinespeaks.com.

"The Customer of the Future—Will Tomorrow's Customers be YOURS?" seems to my most in-demand program these days. If you've attended this presentation at a recent meeting, conference, or seminar, you are hopefully applying the ideas, techniques and skills provided, and taking action on the following areas...

- Staying on top of industry (or consumer) trends and keeping a solid eye on future trends.

- Connecting with customers with a brand that stands out in their minds above your competition.

- Delivering what you promise to deliver and doing so far better than your competitors.

- Establishing a Sales/Service Excellence Culture® of brand ambassadors who come to work each day dedicated to providing a higher level of service than your competitors in every single aspect of the customer experience (Great brands are the result of consistently great customer experiences.)

- Training your sales and service staff to ensure their skills are superior to those of your competition.

- Establishing "guiding principles" on how you will treat customers and each other.

- Remembering that boasting of quality, a great reputation and high levels of customer satisfaction will never be enough — that customer loyalty and long-term profitability matter the most.

- Providing the most efficient and effective systems, policies and procedures to serve your customers and uncovering and eliminating any service flaws that may exist before they ruin your reputation and leave you vulnerable to your competition.

Let's look at this last item. It's amazing to me how many businesses are doing it wrong in this area. Don't they realize what can happen if they have policies, procedures, or systems that do not provide a consistently great customer experience?

Here's a message many companies (especially a certain credit card company - You know—the one who had all the great Viking commercials during the holiday season) need to hear. Stop irritating your customers! Give them the option to hit "0" to speak to a real live person! Better yet—answer your phone. How can you show customers you truly care if they make it so difficult (and often impossible) to reach a human being when they call? (To the credit card company: It's no wonder your competitors are attacking you with commercials that say, "If you want to speak to a real live person — call us!") Of course, it's more expensive to do so, but your competitors who refrain from irritating their customers in this manner are in a better position to succeed.

The experts agree. Richard Shapiro, president of the Center for Client Retention in Springfield, N.J., has a business that dials out to customers who have dialed in to toll-free call centers to evaluate their experiences. In his own words, "Customers who interact with human beings are more likely than other callers to offer helpful information, try out a new product and develop a stronger sense of loyalty. You create more value through a dialogue with a live person. A call is an opportunity to build a relationship, to encourage customers to stay with your brand. There can be a real return on this investment."

Are these not more positive outcomes than those derived from excessive automation? Yet, many cost-conscious companies are overlooking this important connection. In today's world of fierce competition, obtaining high levels of customer loyalty are critical. Anything your company can do to make your level of service far and above the competition will provide big dividends in the long run.

Richard can be reached at (973) 258-9400. Or e-mail - rshapiro@tcfcr.com.

To learn more about "The Customer of the Future-Will Tomorrow's Customers Be Yours" — http://www.christinespeaks.com/management-employee-keynotes-training.htm)

Superior Sales Skills...Customer Loyalty...Leadership...the Workplace...Creating a Great Place to Work...Getting Your Workforce to Show Initiative Beyond Their Job Description - Every week, Christine speaks to corporate and association audiences about these topics at meetings conferences, conventions, and seminars. Do you need help in these areas? Christine will deliver for you. Call now (847) 581-9968.

What's the matter with us? Our standard of living is higher but our quality of life is at an all time low. We're hustling more than ever. Thanks to ultra-sophisticated technology we are more efficient from the past but we've filled it with more work! We're running and juggling — business and personal. There's a real fear that the harried will soon be buried.

Slow down! Make an effort to get back into the flow of life. Take time for yourself and your family. Take time to think, breathe, talk with people, read, exercise, and do the things you love. None of us are getting out of here alive so quit hustling so much and get with the flow.

Until next time, Christine Corelli

To learn more about Christine's books, keynotes, seminars or consulting, log onto www.christinespeaks.com, email Gene Leigh, Director of Marketing gene@christinespeaks.com or call us toll-free (800) 417-9968 or (847) 581-9968

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