CRITICAL INFO… best selling author Harvey Mackay suggests that in order to create long-lasting Customer loyalty, we must have "inside knowledge". His premise is that the more we know about our Customers the more likely we will be able to create ongoing rapport and retain their business. Mr. McKay created a series of questions called The McKay 66 (you can Google this list very easily). This Daily Sales Strategy suggests that you create your own list of questions that you can ask your Customers once you have established a relationship. Be sure to write down their answers so that in subsequent conversations you have a quick reference source to draw from.
Here is your ACTION STEP… create your own "Mackay 66". Make up your list of questions to gain that valuable "must know information" for each of your Customers. Here's some ideas to help you create that list you need answered:
1. Full name and spouse's name
2. Address, phone number, e-mail
4. Children's names and ages
5. Address and how long there
6. City/country of origin
8. Employment and how long there
9. Personal interests/hobbies
10. Organization affiliations (service clubs etc.)
11. Personality style
Develop your own list and create a simple form. This information can be gained over time as a result of your various Customer contacts. Do so in a conversational fashion and be sure to keep good notes. Be one of those Salespeople who always seems to be able to remember personal details every time you connect with your Customers. Everyone wants to be remembered personally. This is an invaluable skill… it is easily achieved by simply keeping good notes! You don't have to have an amazing memory… you just have to have amazing information. This information also allows you to have instant "icebreakers" when you meet. Also, it will often give you a reason to call, just to touch base. Start updating your records right away and be sure to write it all down. Your Customers will instantly know that you care. NO Excuses.