tag:blogger.com,1999:blog-6778518705196565572024-03-08T13:45:17.398-08:00Mónica M. AriasConsultoría en Excelencia - Servicio al Cliente para Empresas de Lujo y Premium - Excellence Consulting . Customer Service for Luxury and Premium BrandsMónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.comBlogger45125tag:blogger.com,1999:blog-677851870519656557.post-68976992396749413572012-05-29T05:52:00.002-07:002012-05-29T05:52:38.272-07:00Wanna rock in sales? Read this and learn how.New article in Jewelry News Network: Wanna rock in Sales? Read this and learn how<br />
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.<a href="http://www.jewelrynewsnetwork.blogspot.com.ar/2012/05/wanna-rock-in-sales-read-this-and-learn.html">http://www.jewelrynewsnetwork.blogspot.com.ar/2012/05/wanna-rock-in-sales-read-this-and-learn.html</a>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-89224661268701715472012-05-12T05:20:00.002-07:002012-05-12T05:47:01.784-07:00La cocina de la Excelencia<span class="Apple-style-span" style="color: #f3f3f3;">
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Hablar de actitud de excelencia es referirse, entre otras cosas,
a la pasi</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n y entusiasmo que imprimimos en la tarea que emprendemos y al
servicio </span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">ptimo que debe emanar de ella hacia nuestros clientes. <i style="mso-bidi-font-style: normal;">Entusiasmo </i>viene de “<b style="mso-bidi-font-weight: normal;">In Thus”</b> (llevar a Dios consigo), y
cuando hablo de clientes me refiero a aquellas personas que conviven con
nosotros en el trabajo (clientes internos) y quienes aprueban con sus compras
nuestro estilo comunicacional del cual depende nada menos que nuestra existencia
comercial (clientes externos). Aunque me atrevo a decir que el primer cliente
interno con el que debemos trabajar es: nuestra propia mentalidad.<o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">La era del conocimiento dio lugar a la era de la informaci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n, donde aparecen nuevas
formas de interrelacionarse en los negocios. Internet lo ti</span><span style="font-family: 'Century Gothic';">ñ</span><span style="font-family: 'Century Gothic';">e todo y lo abarca todo con
absoluto poder, y ese poder es la muestra m</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">s contundente de la eliminaci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n de fronteras que existe en la actualidad. <o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Rescatar lo positivo de este fen</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">meno es incursionar en la
educaci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n permanente, ya que ahora estamos solo a un click cada vez que
queremos hacer un curso sobre un tema que nos apasione, o tal vez chatear con
una amiga que vive en Australia, o hablar por Skype e interactuar en vivo con una
persona que vive en Holanda para cerrar un negocio como si el acuerdo tuviese
lugar en nuestro escritorio.<o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Como contrapartida, mirar con objetividad lo negativo de este
poder significa observarnos a nosotros mismos en relaci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n a la enorme cantidad de
informaci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n con la que estamos siendo bombardeados, que llega de los
lugares m</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">s ins</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">litos del mundo y que no necesariamente viene en nuestra ayuda. Permanecemos
pendientes de emails, mensajes de texto y propagandas hasta en los celulares, que
incitan al consumo exagerado, en el mejor de los casos, y que en el peor,
insisten subliminalmente en distorsionar la realidad de nuestra vida alentando
acciones que no nos favorecen: debemos prestar atenci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n a lo que “consumimos
mentalmente” para evitar toxicidades varias.<o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Se hace muy dif</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">cil evitar estos “ladrones de tiempo” como yo los llamo, porque
son los signos de un modelo que est</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';"> muy arraigado en la casi todas las sociedades avanzadas.<o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Sin embargo, a la hora de entrenarnos en excelencia, tenemos que
aprender nuevos h</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">bitos para reducir la dedicaci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n que le damos a estas
distracciones. Es imperativo que nos olvidemos de ellas por lo menos tres horas
por d</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">a para trabajar en esta estrategia. Porque despu</span><span style="font-family: 'Century Gothic';">é</span><span style="font-family: 'Century Gothic';">s de todo, lo que realmente
nos permite crecer, implica un trabajo previo, sistem</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">tico y generalmente a
conciencia, relacionado con el aprendizaje.<o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Una vez que nuestra mente y nuestra actitud est</span><span style="font-family: 'Century Gothic';">é</span><span style="font-family: 'Century Gothic';">n alineados y hayamos
tomado la decisi</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n de avanzar, tenemos que hacer el esfuerzo de extirpar como si
fuese una maleza en nuestro magn</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">fico jard</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">n, la queja permanente. <o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Vivimos quej</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">ndonos de todo, porque la queja nos permite vivir en un espacio
donde sentimos que es m</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">s f</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">cil quejarse que revisar qu</span><span style="font-family: 'Century Gothic';">é</span><span style="font-family: 'Century Gothic';"> pasa con nuestra actitud: por ejemplo, si est</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';"> verdaderamente alineada
con el objetivo que queremos llevar a cabo, si realmente los intentos que
realizamos est</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">n basados en brindarle una experiencia magn</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">fica al cliente (interno o
externo), etc.<o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">En s</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">ntesis: lo que ocurre con la queja y con las excusas que ella
misma genera, es que no nos brinda un marco para desafiarnos y descubrir en qu</span><span style="font-family: 'Century Gothic';">è</span><span style="font-family: 'Century Gothic';"> podemos mejorar, porque
nos instala en nuestra famosa <b style="mso-bidi-font-weight: normal;"><i style="mso-bidi-font-style: normal;">zona de confort</i></b>, en un lugar que yo
describo como “demasiado f</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">cil para ser bueno”, en el sentido de que no est</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';"> apoyado por lo que nos
sirve de verdad, que es el conocimiento que lleva a la maduraci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n y por ende, a la asunci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n de responsabilidades. <o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Me refiero en este caso al conocimiento sobre nuestra actitud,
sobre qu</span><span style="font-family: 'Century Gothic';">è</span><span style="font-family: 'Century Gothic';"> estamos haciendo que podr</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">amos mejorar y hacer de forma diferente para lograr un resultado
distinto al que obtenemos, un resultado con mayor calidad. Porque el c</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">rculo vicioso de nuestra
negaci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n al cambio y a auto-observarnos nos induce a crear espacios
internos con miradas distorsionadas de la realidad, como lo hacen los enfermos
mentales. Einstein, ese mago de las matem</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">ticas y la f</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">sica, ten</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">a una definici</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n de la locura que me parece bueno compartir: locura “es hacer
siempre las mismas cosas con la expectativa de obtener siempre diferentes
resultados” <o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Aqu</span><span style="font-family: 'Century Gothic';">ì</span><span style="font-family: 'Century Gothic';"> hago un par</span><span style="font-family: 'Century Gothic';">é</span><span style="font-family: 'Century Gothic';">ntesis para decirles que no es mi intenci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n que tomen mis palabras a
modo de serm</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n, nada m</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">s alejado de eso. Mi objetivo es que aprendan a cuestionarse m</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">s, para poder, valga la
redundancia, aprender m</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">s de Ustedes mismos y de sus clientes, de tal forma que les resulte
simple modificar sus acciones en su beneficio
y para su conveniencia y como efecto boomerang, en beneficio de los
clientes.<o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Hay una l</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">nea delgad</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">sima que separa la buena intenci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n de hacer algo de la
racionalizaci</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">n a la que apelamos por no haberla hecho. Es tema debatible,
pero en principio, la excelencia no lo es. Es lo que marca la diferencia ya que
est</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';"> orientada a elevar la calidad, tanto interna como externa, de
la vida de las personas. <o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">Si nuestro objetivo es alinearnos a ella para atravesar las
arenas movedizas de la mediocridad reinante, es menester buscar la forma de
equilibrar la mente, aceptar los desaf</span><span style="font-family: 'Century Gothic';">í</span><span style="font-family: 'Century Gothic';">os y ponernos a trabajar para lograrlos. <o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';">“El mundo nunca esper</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';"> a nadie”, le escuch</span><span style="font-family: 'Century Gothic';">é</span><span style="font-family: 'Century Gothic';"> decir recientemente en un seminario de
marketing a un afamado consultor nacional con prestigio mundial. No estoy de
acuerdo en un cien por ciento. El mundo, somos nosotros, cada uno con su propia
unicidad, y absolutamente irrepetible. Cuanto m</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">s pronto aprendamos que es
menester tomarse el tiempo necesario para observarnos y aprender a eliminar h</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">bitos innecesarios, tanto m</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">s r</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';">pido estaremos preparados
para saber extirpar, en un abrir y cerrar de ojos, la maleza emocional que nos
impide evolucionar. Y el mundo, esta vez con otra mirada, nos estar</span><span style="font-family: 'Century Gothic';">á</span><span style="font-family: 'Century Gothic';"> esperando. <o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';"> </span><span style="font-family: 'Century Gothic';">M</span><span style="font-family: 'Century Gothic';">ó</span><span style="font-family: 'Century Gothic';">nica M. Arias<o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';"> </span><span style="font-family: 'Century Gothic';">Consultor</span><span style="font-family: 'Century Gothic';">a en Excelencia y<o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';"> Marketing
Emocional</span><span style="font-family: 'Century Gothic';"><o:p></o:p></span></span></div>
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<span style="color: #cccccc; font-family: 'Century Gothic';"> Cel:
155-937-3158<o:p></o:p></span></div>
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<span class="Apple-style-span" style="color: #cccccc;"><span style="font-family: 'Century Gothic';"> </span><span style="font-family: 'Century Gothic';"><a href="mailto:contacto@monicaarias.com.ar">contacto@monicaarias.com.ar</a><o:p></o:p></span></span></div>
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<span class="Apple-style-span" style="color: #f3f3f3; font-family: 'Apple Symbols'; font-size: large;"><br /></span></div>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-16840296558073200512012-03-26T15:20:00.000-07:002012-03-26T15:20:03.115-07:00Three steps to acquire referrals from your clients<a href="http://www.jewelrynewsnetwork.blogspot.com.ar/">My monthly article in Jewelry News Network </a>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-79138291417483812222012-03-20T18:23:00.001-07:002012-03-20T18:23:42.089-07:00AIME Encuentro Empresarial de Mujeres 2012El pasado 14 del corriente, se realizó en encuentro anual de la Asociación de Mujeres Iberoamericanas de Empresa, AIME, en el Hotel Presidente de la Ciudad de Buenos Aires. Tuve el agrado de ser invitada a participar de este maravilloso evento que sumó a más de 200 mujeres de toda Iberoamérica, quienes fuimos honradas con un panel de lujo en la disertación: Clara Mariño, periodista y docente, Graciela Romer , socióloga especialista en política, y Orlando Ferrerer , economista, nos ofrecieron desde sus disferentes miradas, un análisis despovisto de exageraciones y basado en una mirada crítica y certera de nuestra realidad nacional.<br />
A continuación, adjunto un artículo sobre este fantástico Encuentro de Mujeres Empresarias de Iberoamérica y aprovecho para felicitar a sus organizadores, ya que el evento merece ser destacado por su organización y cumplimiento puntual, tanto de la disertación por la mañana, como de su agenda de la ronda de negocios por la tarde. Felicitaciones!<br />
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<a href="http://www.todoenunclick.com/Notas/hubo-190-encuentros-comerciales-en-el-4-encuentro-de-mujeres-empresarias-de-latinoamerica_41330.html">Reunión de Mujeres Empresarias Iberoamericanas - Marzo 2012, Buenos Aires, Argentina</a>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-23230394071478092022012-03-09T06:41:00.000-08:002012-03-09T06:41:22.266-08:00La mujer en los negociosArtículo del Cronista Comercial sobre la participación femenina en alza en el campo de los negocios<br />
<a href="http://www.cronista.com/pyme/Las-mujeres-toman-el-mando-en-los-negocios-20120308-0014.html">Mujeres Empresarias</a>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-42747148928749823622012-03-08T05:52:00.001-08:002012-03-08T05:52:16.460-08:00Excellence preferred...This is a very interesting video about Excellence, that I simply found excellent ...<br />
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<a href="http://www.youtube.com/watch?v=LEZ-xCKFQfQ">http://www.youtube.com/watch?v=LEZ-xCKFQfQ</a><br />
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<br />Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-76197956879646693512012-03-01T10:38:00.004-08:002012-03-02T00:15:43.455-08:00También en los negocios...el corazón tiene razones que la razón desconoce.<br />
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">No, ni me volví loca ni tampoco delirio. Les digo que no, que lo que
me inspiró a escribir este artículo es cierto: el corazón también está presente
en los negocios, y cuando no lo está, se nota, y lo peor, es que los primeros
que lo notan son los clientes!<o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Les cuento a qué me refiero: cuando un grupo de personas en una
organización, sintonizan su frecuencia de trabajo en la comunicación abierta,
interactuando con fluidez, aprendiendo de cada quien (porque gloriosamente somos
todos diferentes), pero, y lo más importante, divirtiéndose al mismo tiempo,
esa frecuencia que es la energía del grupo (clientes internos), se transmite
inmediatamente a nuestros clientes, generando un muy buen caudal de
“sensaciones” y “emociones” que tal vez no puedan medirse en términos como los
que estamos acostumbrados, pero sí , e indefectiblemente, a largo plazo.<o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Se trata de la felicidad. Una palabrita tan mentada, tan de moda, tan
huidiza, tan aferrada a un sinnúmero de controvertidas estructuras y
explicaciones vanas, como la vanidad misma. La felicidad es la alegría. Ni más
ni menos. Empleados contentos, alegres, felices, que hacen su trabajo en un
ambiente de armonía, donde pueden distenderse, realizar aportes, tal vez
enojarse por un rato (la felicidad no consiste en mantener la sonrisa a como de
lugar, sino más bien en aceptar que ciertos momentos ingratos hacen el
contraste necesario para apreciarla cuando está en su plena floración) , comentar
si no están de acuerdo con alguna medida tomada por sus jefes (sin necesidad de
que su puesto sea puesto en peligro por eso, o termine anotado en libretas
negras que siempre existen, sino física, al menos en la implacable memoria de
los que ostentan autoridad con “chapa” , no de la verdadera), etc. <o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Ahora bien: la felicidad de un grupo de trabajo está directamente
asociada a dos factores más que directos, yo diría directísimos, si se me
permite la invención del término. Uno es el liderazgo que lo reúne, lo guía ,
lo entrena, lo apoya y lo motiva. El otro es la responsabilidad de los que
tienen mayor cargo dentro de la cadena de mandos, los dueños,
gerentes generales, directores o presidentes de las organizaciones. <o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Porqué? Bueno, porque sin que ellos se acerquen a sus grupos, sin que
exista al menos la noción de que su gente le importa, tarde o temprano, la
empresa mostrará la hilacha y su éxito en las ventas (o su desesperada lucha por mantener
los números elevados) se verá comprometido en la misma medida en que no se
cumplan estos dos requisitos, a mi entender mínimos para lograr resultados
excelentes.<o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Es lógico que posibilitar la felicidad de la gente no es tarea fácil.
Sobre todo si no se cuenta con una dosis de creatividad (único requisito real
para lograrlo) considerable. Pero hago la salvedad de que, si bien
considero que el management actual adolece de una mediocridad sin límites en el
plano de la motivación de sus grupos de trabajo ( y esto se ve reflejado en
forma más dramática especialmente en lo referido a su fuerza de venta), también existen
Empresas que tomaron la bandera vanguardista y ya están diseñando ambientes de
distensión, ámbitos de reflexión y políticas de cuidado de su grupo humano que
van más allá de la provisión de agua mineral diaria y /o tecito de las 5 pm.<o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Tampoco se trata de otorgar “buen trato”. Este más bien constituye
una obligación de parte de cualquier persona que dirija a otra, en cualquier ámbito.
<o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Estoy hablando de la gestión por emociones. De esa que no abunda pero
debería, para lograr un cambio de significativo avance en el logro de la
felicidad, alegría, bienestar, de quienes trabajan en una empresa cualquiera.<o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Ustedes se preguntarán: ¿Y esto cómo se logra? La respuesta a esta
pregunta es tanto o más simple de lo que se imaginan: Aceptando que tal vez las
cosas no estén del todo bien entre nuestros colaboradores y actuando en consecuencia, con
poder de decisión.<o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Hay empresas en el mundo que están ganando millones de dólares porque
le están enseñando a otras ( a la gran mayoría) a virar la mirada primero hacia
el cliente interno, porque este es, indefectiblemente, el único responsable de
su imagen ante el externo, y por eso, irremediablemente, de su éxito o fracaso. Y esto recién ahora se observa? No, pero recién
ahora se vive con mayor intensidad a nivel global la diferencia entre haber
comprado en un lugar donde estas políticas “felices” se llevan a cabo, y donde
no. Porque el “efecto residual” de la felicidad está implícito en el mismo
comportamiento del grupo que representa a la empresa, y en el agrado con que el
cliente es asistido mucho más allá de su momento de compra.<o:p></o:p></span></div>
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<span lang="ES-TRAD" style="font-family: 'Century Gothic';">Para mí, esto tiene que ver con el corazón. Puesto al servicio del
servicio mismo. De eso, entre otras cosas, se trata la excelencia. Claro que su valor es más alto, pero vale
la pena: los resultados , desde siempre, me lo han demostrado. <o:p></o:p></span></div>
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<br />
<br />
<div style="margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px;">
<span style="font-family: 'Arial Unicode MS';"><i><b>Mónica M. Arias</b></i></span></div>
<div style="margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px;">
<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';"><b><i>Consultoría en Excelencia</i></b></span></div>
<div style="margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px;">
<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';"><i><b>contacto@monicaarias.com.ar</b></i></span></div>
<div style="margin-bottom: 0px; margin-left: 0px; margin-right: 0px; margin-top: 0px;">
<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';"><i><b>Copyright 2012</b></i></span></div>
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<br /></div>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-39604680376664188282012-02-20T10:55:00.003-08:002012-02-24T19:19:03.860-08:00Your Most Remarkable Emotional Tool: Surprise<br />
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<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';">If you are a
good, experienced salesperson, chances are you love to find new ways to
continue with your sales education. In fact, I believe that reading more and
assisting to seminars and courses grants you the advantage of being more
prepared to stick to the good habit of improving the quality of your customer
service. This is true and necessary but it is not enough. Today, you need to
learn more strategies: the main reason why you will be remembered by customers
is what I call the “emotional tool” of surprise.</span></div>
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<br /></div>
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<span style="font-family: 'Arial Unicode MS';">What do I
mean? I will answer this question with some questions (after all, you already
know of my passion for making them): How would you feel if you got something
unexpected from a salesperson who assisted you in the past? Wouldn´t you agree
with me that in such occasion your mind would probably make an effort to go
back through its files and find the memory attached to the person who sent the
surprise? Wouldn´t this simple act of being surprised make your day a little
bit happier? And because of that, wouldn´t you immediately attach this gesture
with excellent service? Absolutely, is my answer to all these questions.<o:p></o:p></span></div>
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<span style="font-family: 'Arial Unicode MS';">Now let me
clarify something: to send a surprise to your customers does not mean counting
on a huge budget to do it. Nor does it mean hiring a detective to find out what
each of your customers´ preferences are (Once more: questions are your best
allies when it comes to learning about them).<o:p></o:p></span></div>
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<span style="font-family: 'Arial Unicode MS';">Essentially,
customers love surprises, and surprises can be strategically crafted for each
of them. The more you know about them, the closer you will be to send the right
surprise.<o:p></o:p></span></div>
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<br /></div>
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<span style="font-family: 'Arial Unicode MS';">For example,
years ago I used to have a client who loved dogs. She was single, lived on her
own, and had two lovely dogs she bragged about all the time as if they were her
own kids. <o:p></o:p></span></div>
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<span style="font-family: 'Arial Unicode MS';">A few weeks
after one of her purchases - and after having sent her my email acknowledgement
to express gratitude for her acquisition - I decided to surprise her with
something that would emotionally ring a bell in her brain and heart: I sent her
two dog-toys for both her “babies”.<o:p></o:p></span></div>
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<span style="font-family: 'Arial Unicode MS';">Her response
was amazing: She called me immediately to thank me for the presents, expressing
her joy at watching her little pets playing around the house. She became one of
my best customers for many years ever since. Budget? I believe I spent around
20 dollars for both toys (maybe less). Result? Outstanding: I managed to offer
her my help for many years as a saleslady, closed fantastic sales, and built a
strong and trustable long-term relationship with which she still honors me
today.<o:p></o:p></span></div>
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<span style="font-family: 'Arial Unicode MS';">Your surprises
can also include: Beautiful crafted letters of acknowledgement you can enclose
into lovely envelopes the color your customer adores, nicely arranged bunch of
season flowers sent to office or home, useful desk accessories, etc.<o:p></o:p></span></div>
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<span style="font-family: 'Arial Unicode MS';">If you are the
shop owner, your gifts will have to reflect it: do not send 20 dollar gifts if
you wish to make an emotional impact to your customers. I have met jeweler
owners who did this (reputable, very well known ones, mind you) only to get
logical, horrible responses from clients. I would suggest for example an
original accessory like a fine pen – the one-of-a-kind- like that people adore-
with your company´s logo and, if possible, the name of your customer crafted on
it. <o:p></o:p></span></div>
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<br /></div>
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<span style="font-family: 'Arial Unicode MS';">Love your
customers. Make them feel they are special for you with surprises here and
there and enjoy long-term happy clients and great results.<o:p></o:p></span><br />
<span style="font-family: 'Arial Unicode MS';"><br /></span><br />
<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';">This article has been published in Jewelry News Network </span><br />
<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';">http://jewelrynewsnetwork.blogspot.com/</span><br />
<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';"><br /></span><br />
<span style="font-family: 'Arial Unicode MS';"><i><b>Mónica M. Arias</b></i></span><br />
<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';"><i><b>"Helping you discover how to reach your best level of Customer Service through Excellence"</b></i></span><br />
<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';"><i><b>contacto@monicaarias.com.ar</b></i></span><br />
<span class="Apple-style-span" style="font-family: 'Arial Unicode MS';"><i><b>Copyright 2012</b></i></span></div>
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<br /></div>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-48831120438283368732012-02-17T08:50:00.001-08:002012-02-17T08:52:55.534-08:00A little bit about me...<style>
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<span style="font-size: x-small;"><span style="font-family: "Lucida Grande";">I am a woman who loves life. I adore reading, writing and learning about
anything related to human nature and evolutionary leadership. I got married
when I was very young - 17 - had my wonderful son and daughter, and, to make a
long story short, god divorced when I was still very young: 25. At that time,
my kids were 6 and 2 years old, I suddenly found myself alone - my ex husband
literally disappeared from scene - broke and jobless. Back then I really had no
time to get depressed though; I found myself too busy figuring out how to feed
by kids, find a place to live, raise them and move on with our lives. My
parents were living far away and the rest of the family did not seem to be
ready to offer a hand. There were times I just wanted to stop living, but my
kids were my beacons, the forces I needed to trust that everything would be all
right…</span></span></div>
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</span></div>
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<span style="font-size: x-small;"><span style="font-family: "Lucida Grande";">So right after divorce, one morning I took my kids by the hand and went
to the local center where all retailers block together and offered myself to
make things like: organizing stock and exhibited goods, re-arranging displays,
wrapping up gift packages (Christmas time was near), etc. I got my first client
that very day and my kids and I lived under tons of paper and ribbons and
bottles and boxes for many months to come...my eldest son still remembers the
joy of helping me with every order. Those were - without being conscious about
it - my first steps towards Excellence Customer Service. I will not bother you
more with my story, I know there are plenty of people who have gone through
great pain and have learnt to take the best out of them rather than the worst,
to survive. But to summarize my experience, I started working for an
international Bank a couple of years later - my first formal job - and from
then on, I started my career in Sales and Customer Service. Have been working
for the corporate arena of luxury brands for more than 25 years. Two of my best
clients throughout the years told me once: "Mónica, you should work on
your own, and help companies and salespeople work like you, because you are an
Excellence Expert" I said to myself at that time: "Wow!! These guys
are crazy...too important a title for me" - But you know what...I am an
Excellence Expert...I have always been. Because I have lived choosing
Excellence every time, no matter what, in my personal and working life. I made
little, medium size and huge mistakes but learnt hot to take responsibility for
them and say “I am sorry” when necessary. </span></span></div>
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<span style="font-size: x-small;">
<span style="font-family: "Lucida Grande";">This is just only part
of my life, because God has shown me so many miracles along my journey…One of
them, probably the most outstanding and challenging one was to survive a car
accident with my family back in 1994. That was a true miracle and I know, deep
inside of me, that God´s army of angels descended upon the highway where the
accident took place and gracefully allowed us to survive, get minimum injures,
get recovered in a relatively short period of time and move on with our lives...
God granted us a second chance to enjoy life, to do whatever it takes to craft
the best version of Ourselves while experiencing our enormous blessings. Now
time has come for me to gladly accept the title my clients so kindly gave me
years ago, and plan to do business teaching about Excellence Customer Service strategies
around the World while helping people understand the value of their precious,
unbelievable and glorious life...</span></span></div>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com3tag:blogger.com,1999:blog-677851870519656557.post-53780787626626293152012-02-14T07:47:00.001-08:002012-02-14T07:47:20.596-08:00Romance your Clients...Very interesting article I found in Business Know How...<br />
<a href="http://www.businessknowhow.com/marketing/bizlove.htm">http://www.businessknowhow.com/marketing/bizlove.htm</a>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-46965448382301246972012-02-08T17:54:00.000-08:002012-02-08T17:54:19.385-08:00Mujer y Dinero: Mitos, Miedos y otras yerbas...Programa "Aquí, tu Lugar" en Radio Frecuencia Emprender. Charlando con Silvia Perazzone sobre: Mujer y Dinero: mitos, miedos y otras yerbas...<br />
<br />
<a href="http://arinfoaudios.homeip.net/Tulugar_08-02-2012.wma"></a><a href="http://arinfoaudios.homeip.net/Tulugar_08-02-2012.wma">Charla sobre Mujer y Dinero en Programa radial </a><br />
<br />
<br />Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-43779019524916177422012-02-06T04:32:00.000-08:002012-02-06T04:32:02.269-08:00Crafting a Customer Database: Have Fun with It !<br />
Check out my new article on how to craft your customer database and enjoy the process...<br />
<a href="http://jewelrynewsnetwork.blogspot.com/">Crafting your customers database: pleasure & fun guaranteed.</a>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-41244430097021205712012-02-02T15:16:00.000-08:002012-02-02T15:17:20.075-08:00What do luxury clients demand today?<br />
This is a very interesting article about what luxury companies should be addressing throughout the year...surprising luxury customers with Excellence.<br />
<br />
<a href="http://www.travelmarketreport.com/content/publiccontent.aspx?PageID=1365&articleid=6786&LP=1">When the number of Stars is not enough...</a>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-84962625163718163662012-02-01T15:41:00.000-08:002012-02-01T15:41:08.559-08:00High-Tech: Driving a car with disappearing doors!<br />
Take a look at this fantastic innovation of car´s high tech: Sure I want one of these !<br />
<br />
<a href="http://www.flixxy.com/high-tech-car-door.htm">High Tech Car Doors</a>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-66409297605489320462012-02-01T15:33:00.001-08:002012-02-01T15:45:53.663-08:00Hoy comparto con Ustedes este artículo sobre los 10 mitos del Coaching que escribió el Consultor Dionisio Melo...Muy interesante.<br />
<br />
<a href="http://blogsdelagente.com/dionisiomelo/2010/09/13/los-diez-mitos-del-coaching/">Los 10 mitos del Coaching</a><br />
<br />
<br />
<br />Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-79714061516320822012012-01-31T06:44:00.000-08:002012-01-31T06:46:58.307-08:00Emotional Marketing: Three Steps to Surprise Your ClientsHope this article helps you get closer to your best asset: your relationship with clients!
http://jewelrynewsnetwork.blogspot.com/Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-52651405257531844752012-01-31T06:37:00.000-08:002012-01-31T06:37:53.836-08:00This is a very good article about Blogging...Hope you enjoy it !
http://www.thesaleslion.com/lessons-learned-biggest-blogging-jerk-ever/Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-28810595913618468052012-01-10T11:49:00.000-08:002012-01-11T16:06:12.871-08:00Three Language Secrets To Improve Your Sales ResultsLanguage is one of the most important means of communication. Words are vital components of language, and so are gestures, looks, movements, sounds, art, music, and of course, silence. (Many people feel uncomfortable with silence, yet, it is such a remarkable excellent tool both in life and in sales!)
<br />As effective communicators, we sales people need to be aware of our messages: sometimes “unwanted” words and gestures come up, and fluid communication becomes somewhat difficult. That is why it is so important to think how we are going to use words with clients before actually being with them. Rehearsing some language secrets in advance will turn your communication into a more fluent, transient, and empowering experience for your clients.
<br />
<br /><span style="font-weight:bold;">Secret Number One: Avoid Labeling </span>
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<br />Broadly speaking, when we openly or mentally label a situation, a person, a feature of ourselves - whatever – it is always with a negative connotation which tends to limit possible different ways to keep on growing, specially in the sales arena, just because labeling is a means to narrow our minds and has the effect to “filter in” only the information that will serve as “consistent evidence” that back-up the labels we created. You need to remember that our mind is sometimes tricky: you cannot trust it very much, it may lead you to make big mistakes!
<br />So, in order to avoid labeling, every time you have a tendency to judge, simply <span style="font-style:italic;">act as a judge instead<span style="font-weight:bold;"></span></span>, :use language to reason, ask yourself: “What is the real evidence I count on to make such an assumption about this…person, situation, myself, whatever?” “What questions could I make in order to learn more about this and check if I am making a sound conclusion or a stupid one? “Why do I post this “identity label” to myself and keep it in my mind when it does not help me in my work – and life - at all? What is it I need to say or do differently in order to produce the outcomes I desire?
<br />To help you adopt good self- criticism, just refer to you ( the situation, the other person – whatever ) in a positive, enquiring manner: “I am such a great salesperson! Isn´t it great I am able to improve my performance by learning new language strategies?” “She is a very reserved and quiet client, what could I say to her (or what words would I choose ) to open up the dialogue without sounding pushy or invasive given her reluctance to speak?
<br />Note that whenever I get you through this column, I reinforce the idea of making lots of open questions everyday, all day long. They are really helpful and have the advantage of erasing all psychological “stick ability” to labeling.
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<br /><span style="font-weight:bold;">Secret Language Number Two: Use Tag Questions</span>
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<br />This is such a simple, wonderful and effective technique! Isn´t it? You will find it very useful, especially when you have established good rapport with clients. Question Tags are known as “positive change facilitators” in Neurolinguistics because they reinforce “buy-in” behaviors. You can even apply them to reinforce the client´s “mood” of the moment: “ You know Ms. XX, I truly believe you are going to enjoy this beautiful ring for many years to come and in plenty of occasions, don´t you agree?
<br />I am pretty sure once you start noticing how helpful this tool is in getting results, and once you feel comfortable expressing question tags, you will feel encouraged to use it more in your daily working routine, won´t you?
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<br /><span style="font-weight:bold;">Secret Language Number Three: Neutralize objections with “And…”</span>
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<br />Your clients will come up with thousands of diverse objections rather than price or payment. They will tell you even interesting things about family matters if they have in mind to get you up in their roller coaster of “not being sure” or “not being ready” to purchase. We know that, and certainly we expect that. After all, it is in the very core of human nature to struggle a bit before closing a deal, just because…
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<br />Therefore, when a client posts an objection and he/she says something like: “ I am really scared to make this step” , you take a few seconds and magnetize your suggestion: “I understand Mr XX…<span style="font-weight:bold;"><span style="font-style:italic;">AND </span> </span>that means you are someone conscious about your important choices…Plus, fear is part of human nature, <span style="font-weight:bold;"><span style="font-style:italic;">isn´t it?<</span>/span> Although I am sure you will agree that our best decisions come associated with a little bit of fear, just because it is an ingredient of getting everything is worth having, <span style="font-weight:bold;"><span style="font-style:italic;">don´t you think so?<</span>/span>”
<br />As professional salespeople in the luxury market we have today what I believe is an un-precedent historical opportunity to take advantage of the person-to-person interaction: you can harness language tools and use them purposefully in the direction of positive change, whether it is closing a sale or coming to an agreement.
<br />Make the effort: study these secrets a little bit further and apply them right away, they will help you go beyond your imagination, and sales goals.
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<br />Note: this article has been published in Jewelry News Network , USA - January 11, 2012
<br />Mónica M. Arias
<br />Excellence Expert & Consultant: Helping you discover how to reach your next level through excellence.
<br />contacto@monicaarias.com.ar
<br />Copyright 2011Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-38594330155053474022012-01-10T05:21:00.000-08:002012-01-10T06:07:39.436-08:00Escenario y Tendencias del Consumidor de Lujo 2012Muchos especialistas en la industria del Lujo coinciden en señalar tendencias que marcarán la diferencia en el comportamiento del consumidor de este segmento. Coincido por ejemplo con Carla Romano, especialista en marketing sobre Lujo, cuando comenta en su columna que una de las tendencias en la que las Empresas de este sector deben trabajar es en los "pequeños" detalles que suman a la expereiencia del cliente,y por los cuales estarán dispuestos a abonar un precio "extra"a la hora de decidir una compra. <br /><br />Pequeños o no, lo cierto es que no todas las Empresas que se auto-definen (o que ya se han consagrado) de Lujo o Premium, realizan acciones para "enamorar" a sus clientes de forma tal de lograr que su experiencia sea el valor agregado que reciben simplemente por ser sus clientes high-end. Sabemos que las empresas de lujo compiten con otras de su misma categoría o ramo, en cuanto a la calidad de sus productos y servicios, forma de accesibilidad de los mismos, calidad óptima en la manufactura, etc. Pero es indudable que todavía existen prejuicios sobre el servicio de Excelencia, que incluye los detalles a los cuales nos referimos. Muchos ejecutivos, dueños de Empresas de Lujo o Premium, no contemplan una acción de marketing emotivo en sus operaciones comerciales. Y en un año marcado por la incertidumbre y el ajetreo financiero global, seguramente será necesario agudizar el ingenio para ofrecer mucho más valor agregado que nunca, por ejemplo, en acciones de cuidado y "presencia permanente" en la mente del cliente high-end. <br /><br />Por qué es necesario volcar todos los esfuerzos en este tipo de estrategia comunicacional? Porque los clientes de este segmento aman ser tratados en forma diferente. Y esa diferenciación será más notoria cuanto más concretas sean las acciones desde la Empresa que provoquen emociones placenteras a los clientes, que quieren ser y sentirse "eternamente" sorprendidos.<br />Es interesante destacar que las empresas de lujo del sector retail, también deberán contar con una estrategia de posicionamiento acorde a estas nuevas exigencias del mercado. A pesar de la renuencia de muchas firmas del sector en realizar campañas de posicionamiento de marca, estas estrategias son críticas dados los grandes movimientos de competitividad originados en el mundo del Lujo en los últimos meses. <br /><br />El 2012 será un año de desafíos en este sentido para las Empresas de Lujo y Premium, que se han establecido a través de la tradición, su historia y herencia, y ahora se ven envueltas en grandes cambios de comportamiento de sus consumidores, que incluyen el mayor acercamiento de los clientes a lo que dictan los "consejeros" a través de sus fuentes de información tecnológica, un mayor apego a las empresas "green-friendly", mayor accesibilidad a las redes sociales: Facebook, Twitter, y otras que influyen en su decisión de compra, un marcado acento por lo visual que muchas veces impacta en la decisión de compra, un servicio de Excelencia que demandan en la pre venta, la venta y la post-venta, y una cautela mucho mayor en la selección de compra. La pregunta es: Están las Empresas de Lujo y Premium capacitadas hoy para ajustar sus iniciativas comerciales ofreciendo valor agregado permanente a sus clientes? Este es un interrogante abierto porque su respuesta se consagrará a los resultados obtenidos de acuerdo a la decisión de diferenciarse de su competidor, o no. <br /><br />Aquí es donde la Excelencia entra en juego, hoy más que nunca, en el uso de la imaginación y la innovación para lograr el efecto sorpresa que los clientes desean recibir, sin motivo alguno, por el simple hecho de pertenecer al mundo fascinante de la Industria del Lujo.Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com2tag:blogger.com,1999:blog-677851870519656557.post-38711671135499109552011-12-29T09:00:00.001-08:002012-01-11T16:05:34.110-08:00Let´s Rock & Gold!Gold has, as we all know, a story, legacy and beauty of its own that managed to survive throughout the ages and whose mystery is still displaying its hottest genuine value by becoming the number one investors´preference worldwide.<br />At the same time, our beloved Earth has also been gracefully producing beautiful and valuable rocks (diamonds, gemstones, precious stones, etc) over and over again since ancient times for us to appreciate and admire. <br />The moment jewelry makers discovered the art of joining both together, they set the foundations for a fantastic and alluring business-to-come as if declaring: “Let´s rock and gold!” long before Elvis had ever existed.<br /><br />Why is gold combined with stones so appealing? <br />Many a jewelry firm have no conclusive answer to this question. Generally speaking, rocks and gold simply “look” fantastic together. The simplest set of earrings can make all the difference if designed elegantly, respecting a true balance between the metal and the stones involved.<br /><br />But this is too simple a statement to explain why we crave for beautiful gold and stone pieces because we are leaving aside the main elements to this gold and rock combination success: As in the movement once presided by Elvis, the revolution of Rock & Gold is directly associated with intense colors. Magic comes out of brilliant colors in full vibrancy of grades which produce the attached fascination that comes from choosing a jewel we love.<br /><br />Jusf for the sake of giving an example of what I mean, let´s take rubies, for instance. According to many experts in the jewelry industry worldwide, rubies, which mainly come from Burma in Myanmar and Thailand, are considered to be the most powerful gems in the Universe, usually associated with astral signs and protection to the living. Its magical influence is associated with life force, passion, and love. It is been said that to own a ruby is to have contentment and peace and, last but not least, when rubies are set in gold they are also considered the symbol of vitality and royalty. <br />However, what is even more striking and fascinating about rubies is its wide range of color which varies from slightly vermilion to intense red, the most desired and valuable being the famous “pigeon´s blood” intense tone. <br />So, isn´t it amazing to have such a wonderful description of meanings and features to help us make the most appropriate connection with the piece we would love to carry ? Now, placing the question from the sales point of view: Wouldn´t you agree that you could literally add value to your demonstration if your customer showed a certain inclination to one of these features in particular? Absolutely! <br />Whenever possible, do yourself a favor: next time you are in front of a client, try to Rock & Gold a bit before making any demonstration. (I mean, seriously, make the effort to express your true passion for rock & gold, please!) <br /><br />Ask him/her as many open questions about them as you can (see, the “open question parade” appears in almost all my articles, I insist so much because it is the key to open your best results). Then begin working toward influencing what you have perceived are their preferences by associating the exact feature of the piece which will make the strongest impact in your customer´s perception. Trust me: the rock and gold tactic will help you “see through” your customer’s real passion about a particular piece and you will celebrate a long-term “sales bliss” after having investigated further on Rock & Gold and its infinite benefits. And don´t worry about Elvis…from wherever he is, I am sure he´ll show thumbs up!<br /><br />Nota: Este artículo fue publicado en Jewelry News Network - USA<br /><br />Mónica M. Arias<br />Excellence Consultant: Helping you discover how to reach your next level through excellence.<br />contacto@monicaarias.com.ar<br />copyright: Mónica M. AriasMónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-1181819021038860282011-12-29T08:50:00.000-08:002011-12-29T08:54:59.308-08:00Muy Feliz Año 2012 para Todos !Deseo que cada uno de Ustedes reciba paz y cariño en esta celebración de Nuevo Año que se avecina. Estas son épocas de grandes cambios, de posibles hecatombes, pero también de grandes desafíos y mucha capacidad para cosechar lo que hayamos sembrado. <br />Que cada uno de nosotros pueda expresar desde su Ser lo mejor durante el año 2012, y que todos los sueños se puedan llevar a cabo, para lo cual, no viene mal tener en cuenta que se deben planificar y nunca mejor momento que este para hacerlo.<br />Planifiquemos entonces un año 2012 con todo: afecto, trabajo, luz, dinero, desafíos y metas cumplidas!<br />Muchas Felicidades!<br /><br /> Mónica M. AriasMónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-21864526974967030892011-12-19T05:34:00.001-08:002011-12-19T05:41:35.184-08:00CityBiz - Revista Digital de la Bolsa de Comercio de Buenos AiresTengo el agrado de enviarles el link para que conozcan CitiBiz, la Revista Digital de la Bolsa de Comercio de Buenos Aires, actualizada permanentemente, y con material de información inmediata a nivel nacional e internacional. <br />Allí pueden mirar los programas realizados por la Bolsa sobre actualidad financiera y económica, chequear cursos, e interactuar enviando inquietudes.<br />Es un verdadero orgullo contar con un medio financiero digital nacional, a la altura de los más completos y fáciles de entender del mundo!<br />Espero puedan consultarla, y seguir aprendiendo sobre el fascinante mundo de las finanzas!<br /><br />www.citybiz.com.arMónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-22386204058160186572011-12-19T04:55:00.000-08:002011-12-19T04:58:15.747-08:00Elizabeth Taylor Jewelry Auction by Christie´s December 2011Check my list of entries out on the right ! <br />Amazing first two-day Auction of Elizabeth Taylor´s jewelry collection by Christie´s in New York! <br />Enjoy !Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-85727737007755881042011-12-18T16:02:00.000-08:002011-12-18T16:24:26.406-08:00Cold Calling is alive and kicking!<!--[if gte mso 9]><xml> <o:officedocumentsettings> <o:allowpng/> </o:OfficeDocumentSettings> </xml><![endif]--> <!--[if gte mso 9]><xml> <w:worddocument> <w:view>Normal</w:View> <w:zoom>0</w:Zoom> <w:trackmoves/> <w:trackformatting/> <w:hyphenationzone>21</w:HyphenationZone> <w:punctuationkerning/> <w:validateagainstschemas/> <w:saveifxmlinvalid>false</w:SaveIfXMLInvalid> <w:ignoremixedcontent>false</w:IgnoreMixedContent> <w:alwaysshowplaceholdertext>false</w:AlwaysShowPlaceholderText> <w:donotpromoteqf/> <w:lidthemeother>ES-TRAD</w:LidThemeOther> <w:lidthemeasian>JA</w:LidThemeAsian> <w:lidthemecomplexscript>X-NONE</w:LidThemeComplexScript> <w:compatibility> <w:breakwrappedtables/> <w:snaptogridincell/> <w:wraptextwithpunct/> <w:useasianbreakrules/> 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mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:12.0pt; font-family:Cambria; mso-ascii-font-family:Cambria; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Cambria; mso-hansi-theme-font:minor-latin;} </style> <![endif]--> <!--StartFragment--> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span class="Apple-style-span" style="font-size:100%;">Let´s assume it: cold calling is alive and kicking! You may argue it is really difficult for luxury companies to get new clients through cold calling. Reality, however, proves quite the contrary.</span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">So, what are the main reasons why this strategy is still used and will continue to be used for doing business in the future?<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">Cold calling has become:<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">A fantastic tool : Once you realize that more often than not clients love to be called and offered solutions and / or products on the phone, your possibilities to get new clients will go up very quickly.<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">A “voice-bridge” between your product /service and your client/ prospect: when you make cold calls, you can easily interact showing the right “voice-attitude” , so that the person who is listening on the other end may “feel” your pleasant words as you speak. This will autommatically generate a bridge between you and him /her, allowing for your speech continuity .<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">A “fun” resource : There is no need for you to be so serious when cold calling. I mean, you may perfectly respect your client /prospect when on line but at the same time offer him /her a “tone of your own grace” by saying something casual, or talking about a news event about the market, or whatever the phrase of your choice to lighten them up a bit.<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">From a professional point of view, cold calling is not only necessary but obligatory. This means you should at least have a couple of strategies on paper to start working with every week, as well as an action plan to follow up on those calls that need to be made again (either because the client was not present at the moment you called or because you left a voice mail and need to follow up if you did not get an answer)<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">Make your own movie: strategies for cold calling come in different versions but one I really love and recommend using is crafting your own <b style="mso-bidi-font-weight: normal">scripts</b>. I know there are many sales professionals that will hate me for saying this. However, I know scripts work so well because once I used to think exactly like the haters and then forced myself to go “the extra mile” and prepare my own scripts with phrases and assorted words that helped me enormously in my everyday work of enhancing my portfolio.<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">You can even record your voice once you have prepared your scripts and listen to yourself over and over, reading your scripts. You may even choose to change certain words for others much more suitable at the time of your rehearsal.<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">In order to be ready, you can always rely on your list of words and phrases I recommended you to craft in previous articles.<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">Their help is immense and so will be the feedback from your customers. <o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">Once you start using cold calling, do not underestimate the power of voice mails. I know, I know…it is sooo stupid to talk to a machine! But, again, studies have shown that 60 % of the messages you leave on answering machines offering your customers / prospects to call you back because you have something really juicy to talk about is answered.<span style="mso-spacerun:yes"> </span>Now this simply means that voice mails work, and that 6 out of 10 messages you leave will be answered. Do you know of an easiest tool to make new customers or make your existing clients part of a loyal portfolio?<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">As Wendy Weiss puts it: “ All sales professionals use scripts, not all sales professionals use good scripts” And I would add: “not all sales professionals use excellent scripts for cold calling.”<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">So, as everything else in the sales arena, you need to take action: <o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">Craft your script, make a list of possible questions you would like to ask, write on another column a list of possible objections you might find, and finally what kind of responses you would like to say to overcome them with grace and courtesy.<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><span class="Apple-style-span" style="font-size:100%;">Pick up the phone….differentiate from the rest, make that call, talk to your prospect using enchanting words and phrases, leave a message, send them a picture of the last exciting colorful collection piece and enjoy your brightness closing more sales every month while making your customers truly happy purchasing from You.<o:p></o:p></span></span></p><p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span class="Apple-style-span" style="font-size:100%;"><span class="Apple-style-span" style=" ;">Mónica Arias - Excellence Consulting: </span><span class="Apple-style-span" style=" ;">"<i>Helping you discover how to reach your next level through excellence"</i></span></span></p><p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span class="Apple-style-span" style=" ;font-size:100%;">contacto@monicaarias.com.ar - Copyright Mónica Arias 2011</span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph"><span lang="EN-US"><o:p><span class="Apple-style-span" style="font-size:100%;"> </span></o:p></span></p> <!--EndFragment-->Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0tag:blogger.com,1999:blog-677851870519656557.post-2247756114527747282011-11-30T08:01:00.000-08:002012-01-29T06:04:31.579-08:00Three Keys to Selling Fine Jewelry<div> <!--[if gte mso 9]><xml> <o:officedocumentsettings> <o:allowpng/> </o:OfficeDocumentSettings> </xml><![endif]--> <!--[if gte mso 9]><xml> <w:worddocument> <w:view>Normal</w:View> <w:zoom>0</w:Zoom> <w:trackmoves/> <w:trackformatting/> <w:hyphenationzone>21</w:HyphenationZone> <w:punctuationkerning/> <w:validateagainstschemas/> <w:saveifxmlinvalid>false</w:SaveIfXMLInvalid> <w:ignoremixedcontent>false</w:IgnoreMixedContent> <w:alwaysshowplaceholdertext>false</w:AlwaysShowPlaceholderText> <w:donotpromoteqf/> <w:lidthemeother>ES-TRAD</w:LidThemeOther> <w:lidthemeasian>JA</w:LidThemeAsian> <w:lidthemecomplexscript>X-NONE</w:LidThemeComplexScript> <w:compatibility> <w:breakwrappedtables/> <w:snaptogridincell/> <w:wraptextwithpunct/> 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0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:12.0pt; font-family:Cambria; mso-ascii-font-family:Cambria; mso-ascii-theme-font:minor-latin; mso-hansi-font-family:Cambria; mso-hansi-theme-font:minor-latin;} </style> <![endif]--> <!--StartFragment--> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span lang="EN-US" style="font-family:Arial;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">When it comes to offering true beauties such as fine jewelry, someone who is in the sales profession but not in this industry may think it relatively easy to succeed in closing deals. The truth is more often than not, even when the jewelry pieces are signed by renown designers or belong to famous traditional brands, deals are not that easy to close.<o:p></o:p></span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-family:Arial;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">Whether person to person or as a group, there is a tendency to trust mainly in the brand without taking into account we are dealing with people who are literally attracted by the luxury object. Either because they are really fascinated by it, they have seen it online, they love to purchase jewelry as an investment, want to have the “last” version of a collection, or simply because they just love jewelry.</span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-family:Arial;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">This distinction of placing desire into the customer´s momentum helps salespeople identify what pieces we believe will make the “click” in their inner volition to purchase.</span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-family:Arial;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">In order to understand this concept more clearly, if you own a jewelry store or you are a sales person in the jewelry market and you have been having difficulties in closing more sales lately, attracting more clients, or making your customers come back to you, it is necessary for you to stay open minded. Forget for a moment all you have learned so far, and get ready to apply these three keys that will help you close more deals.</span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;"><span lang="EN-US" style="font-family:Georgia;"><o:p> </o:p></span><b><span lang="EN-US" style="font-family:Georgia;">Make your client your priority</span></b></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-family:Arial;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">Now, this may sound obvious, but be true to yourself and think for a moment: how many times have you really considered your client’s priority when in a sales process? Frankly, from my own experience, I just wanted to sell, partially because that is what I love to do, and partially because I focused the process in my expertise of making extraordinary demonstrations and being very good at closing, You know what I am talking about: we have the beautiful product many times backed by an excellent brand, we have learned to offer it by heart, we are experts in overcoming objections and we generally arrive to lovely deals. However, there are other times in which we know things did not go very well in the process. Something was missing, and we cannot understand what it was. Things gradually change when you make your customer your priority. You achieve this by taking advantage of some of the strategies I have used, such as: letting go of your objectives and eagerness to sell; going into the depths of the communication process you’ve established with the client; and using words of appreciation to show that it is the customer that you care the most about. It is in your true interest to you make the person feel fantastic about their purchase.</span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><b><span lang="EN-US" style="font-family:Georgia;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">Prepare a list of special words and questions</span></span></b></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-family:Arial;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">If you have a list of words and questions that could help you describe your products more confidently and connect with your customers in a more natural way, you have a treasure-like tool that you will rely upon. It takes only ten minutes a day to craft the list and by the end of the month you should have a diary of strategic beautiful phrases, words and questions in order to study and use every time you are in the sales arena. Trust me, having this list handy is priceless because it can help you start a more meaningful, trustworthy relationship with your customers.</span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><b><span lang="EN-US" style="font-family:Georgia;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">Stay in touch</span></span></b></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-family:Arial;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">Use your customer’s personal or professional information to stay in touch. It is your duty to continue to be present once they’ve left and returned to their hectic lives or have started to forget you. This is normal for all of us. We usually do not remember the salespeople we meet in a store, unless we have experienced such a great moment by purchasing something lovely from them. In any case, this may only last a couple of days. </span></span></p><p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-family:Arial;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">Resort to your special list and, whether the customer purchased from you or not, do your job and ask for their information for future reference. If you find resistance, you could explain to them (using your list of words) that you wish to stay in touch even from a distance because you want them to be informed of the latest versions of the collection, new launches, and, most importantly, you would love to learn if you could be of future assistance because you value them the most.</span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-family:Arial;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">More sales will follow once you have internalized these three keys as part of your performance and at the same time you will have set the foundations for providing excellent service.</span></span></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><i><span lang="EN-US" style="font-family:Georgia;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">Mónica Arias</span></span></i></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><i><span lang="EN-US" style="font-family:Georgia;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">Excellence Consultant: Helping you discover how to reach your next level through excellence.<o:p></o:p></span></span></i></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;"><i><span lang="EN-US" style="font-family:Georgia;">contacto@monicaarias.com.ar</span></i><span lang="EN-US" style="font-family:Georgia;"><o:p></o:p></span></span></p><p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><i><span lang="EN-US" style="font-family:Georgia;"><span class="Apple-style-span" style="font-size:100%;color:#ffccff;">copyright Mónica M. Arias</span></span></i></p> <p class="MsoNormal" style="text-align:justify;text-justify:inter-ideograph; mso-pagination:none;mso-layout-grid-align:none;text-autospace:none"><span lang="EN-US" style=" color: rgb(38, 38, 38); font-family:Georgia;"><o:p><span class="Apple-style-span" style="font-size:100%;"> </span></o:p></span></p> <!--EndFragment--></div>Mónica M. Ariashttp://www.blogger.com/profile/05946808837515231996noreply@blogger.com0