Pormade - PAPO COM A DIREÇÃO - com João Ricardo

Summary

The video script discusses customer service excellence, emphasizing the importance of personalized attention and problem-solving techniques in building client relationships. It highlights a company's commitment to continuous improvement and employee empowerment, as well as the significance of presenting customized proposals to clients in a consultative sales approach. The speaker shares insights on creating a moment for proposal presentation to avoid common sales pitfalls and ensure customer satisfaction, ultimately aiming to establish the company as an authority in its field.

Takeaways

• 😀 The speaker appreciates the reception and the quality of the products at the fair.
• 🏠 The speaker trusts the brand both as an architect and a consumer for their own home.
• 📚 The speaker shares a story about their uncle introducing them to the brand's stand and a book detailing the company's journey.
• 💡 The book emphasizes learning from mistakes and the importance of continuous improvement.
• 🏆 The company values and motivates its employees through principles, summaries, and awards.
• 👷‍♂️ Visiting worksites is not just about measurements but also about investigating and understanding the needs and connections with the site engineers and architects.
• 📊 The importance of updating CRM with detailed information from site visits is highlighted.
• 📑 Personalizing proposals and presenting them in person or via video call is crucial for successful client engagement.
• 💬 Avoid sending proposals via WhatsApp or email to prevent clients from focusing only on the price.
• 🛠 The speaker stresses the importance of being well-prepared, having good posture, and speaking clearly and confidently during proposal presentations.
• 🔄 Returning products due to improper proposal presentation results in significant losses for the company.
• 💬 Post-presentation, the speaker advises to state the total investment clearly and wait for the client's response before negotiating further.
• 📈 Personalized proposals help in reducing objections and enhancing client satisfaction.
• ☕ The proposal presentation should include confirming client details and discussing each element of the project thoroughly.
• 🔧 Ensuring proper agreement on all product specifications during the proposal presentation helps prevent future issues.

Q & A

What is the customer's initial impression of the company's products and reception?

The customer is very pleased with the products and the reception they received. They appreciate the company's welcoming approach and the valuable information and problem-solving techniques provided.

How does the customer describe the company's approach to customer service?

The customer describes the company's customer service as excellent, noting that it meets the expectations of both clients and architects, with a focus on providing a beautiful and attentive service.

What does the customer appreciate about the company's problem-solving techniques?

The customer appreciates the company's problem-solving techniques, which are communicated effectively and seem to be part of a comprehensive approach to customer service.

What was the customer's experience with the company's product in Bombinhas?

The customer had a positive experience with the company's product in Bombinhas, mentioning that various doors were perfectly solved by the company.

How does the customer's perspective change after using the company's product?

The customer's perspective changes from being an architect to also being a consumer, as they now have their own house that the company will cater to.

What does the customer's uncle from Rio Grande do Sul recommend about the company?

The customer's uncle recommends the company highly, having been impressed by their visit to the company's stand and receiving a book that the customer found interesting and informative.

What is the significance of the book mentioned in the script?

The book is significant as it talks about learning from mistakes and the company's history, including the founder's journey and the pursuit of improvement, which has been applied to the company's operations.

How does the company's founder approach the management of the company?

The founder approaches the management of the company with a focus on continuous improvement, treating employees as important individuals rather than just numbers, and emphasizing principles and employee development.

What is the importance of presenting a customized proposal in the sales process described in the script?

Presenting a customized proposal is crucial as it allows the salesperson to connect with the client on a deeper level, understand their needs, and provide a tailored solution, which increases the likelihood of closing the deal.

Why is it recommended to avoid sending proposals via WhatsApp or email?

Sending proposals via WhatsApp or email is not recommended because it allows the client to focus first on the price rather than the value of the proposal, which can lead to a lower conversion rate and potential comparisons with competitors' prices.

What is the recommended approach to presenting a customized proposal to a client?

The recommended approach is to schedule a presentation, either in person or via video call, where the salesperson can discuss the proposal in detail, focusing on the client's needs and the value of the product, rather than just the price.

What are some of the key points to discuss with a client during a proposal presentation?

Key points include the client's contact information, delivery address, and specific product details for each environment in the project, such as the type of door, lock, and hinge, as well as any additional services like installation.

How should the salesperson handle the moment when presenting the price to the client?

The salesperson should present the price confidently and clearly, without immediately justifying or offering discounts. They should allow the client to react and express their thoughts first, addressing any concerns or questions that arise.

What is the purpose of the 'Papo com a Direção' segment mentioned in the script?

The 'Papo com a Direção' segment is a Q&A session with the company's management, where they discuss various topics, provide feedback, and even hold a lottery for employees, aiming to engage and motivate the team.