Recent Peak Alarm ongoing training
Peak Alarm offers ongoing training programs to their 300 plus employees at four offices in Idaho and in Utah. This week the sales teams were trained on what flexibility is available to us regarding contracts, the different options and customization that our Central Station can offer to the customers and we were trained on our new initiative WHITE GLOVE TREATMENT OF CUSTOMERS AND EACH OTHER.
Call Larry Love (801) 428 1384 Larry@peakalarm.com for more information. ESPANOL Y ENGLISH http://www.peakalarm.com
Peak Alarm continues to train all their departments and the new WHITE GLOVE initiative is to help step up our customer service and also treat each other with more respect. Peak also puts all their employees through FBI background checks and even local police department checks.
Some of the other important points of the training were as follows:
Some of the other important points of the training were as follows:
All 22 of those in the training answered various questions and had to get answers from others in the group to complete the surveys.
1. What do you dislike most in a sales rep? Being Pushy, High Pressure, Late and Dishonest were the top four answers.
2. When a salesperson is talking to you, what interactions make you feel uncomfortable? Lack of knowledge, talking too much without listening
3. How do you as the customer define value? Bang for your buck. Not everyone will buy the most expensive product and most won't buy the least expensive product but customers want quality and a fair price. Many are willing to go with a solid company like Peak Alarm even if the prices are a bit higher because Peak offers a whole package of same day or next day service, UL Listed Central Station, Guard and Patrol Service and top notch sales teams that are knowledgeable.
We discussed some of the tried and true principles of sales such as A.Preliminaries (Hello etc...) B. Investigating stage - What do they want, what do they need and what is their budget? C. Demonstrating - What is the capability of the products that Peak Alarm offers and D. Obtaining Commitment in the form of a signed proposal or agreement.
We learned about the research done between larger dollar sales and smaller items and how high pressure sales techniques actually hurt your possibility of getting a commitment when dealing in larger dollar amounts. The smaller purchases that can be related to impulse buying don't cause as much buyer remorse. Getting a bad deal on a larger product such as a car can affect more people than the customer. Often other security companies hire very young people and teach them these high pressure sales techniques so they can go out and get quick sales. These are the same companies that are being sued in several states and that have thousands of complaints filed with the Better Business Bureau.
Peak Alarm is proud that we have only had one complaint filed with the Better Business Bureau in the last 3 years as of 9/22/16 and zero complaints in the last two years.
We had a session on contracts and learned quite a bit about the ins and outs of these agreements and why we need them to protect the company and the customer.
We made long lists of items that we can improve on and among the list of items we determined that some of the most important things we all should be working on are: Being Honest at all times, Showing up early to each appointment and if we cannot then making sure we call ahead of time to let our customer know what happened and when we will arrive. Another skill that we all need to work on is COMMUNICATION. One of the most important parts of this skill is LISTENING so we learned some techniques associated with listening, body language and personalities. Product knowledge is important although we have a large team of people that can help with that and learning what our customers need and getting them pricing in a professional timely manner will make all the difference in the world. We also went over the importance of sending out hand written thank you cards.
We had a training during our two day training sessions where the sales team actually programmed a DMP security system so we could learn what the techs go through and have a better understanding of how the technical side works. Hands on training We also had a class about customer service and the options our Central Station can offer the customer. Well that is short recap of this training and then we ended with several of our team members getting awards for their efforts.