Chapter 6
Listening
Listening
Chapter 7 Work Quality vs Service
Chapter 8
Quality Service Program
Quality Service Program
Chapter 9
Marketing to Existing Clients
Marketing to Existing Clients
Chapter 10
How client choose
How client choose
100
A small group of respected clients asked to attend a periodic meeting to discuss a firm's service offerings. (63)
What is a User Group?
100
When a professional is equally responsive to their clients as they are to their technical craft. (pg 74)
What is being "client-centered?"
100
Keeping promises on deadlines and showing interest in clients beyond the specifics of their tasks are examples of what? (80)
Elements of a quality service program.
100
Existing clients represent what? (97)
A higher-probability prospect.
100
A client-first limits the number of considerations when choosing a new service firm by determining what? (111)
Judging who has the appropriate qualifications.
200
Research that provides aggregated results about various issues or trends. (65)
What is Third Party Market Research?
200
Good service, understandable explanations, and convenient access is what type of service? (72)
Client-Centered Service
200
Name one element that a Quality Service Program makes clients more likely to do.
(pg 81)
More likely to return
More willing to refer
Less fee sensitivity
200
Are marketing costs lower or higher when marketing to existing clients? (98)
Typically lower
200
The final determining factor when a client selects a new service firm is what? (114)
Act of faith, in selecting someone you feel that you can trust.
300
Also known as Face to Face Client Debriefings (67)
What is Systematic Client Feedback?
300
What is the Satisfaction Equation? (71)
Satisfaction equals Perception minus Expectation
300
What are two of the five elements of a full-service program? (83)
Measurements
Management
Tips and tools
Training
Rewards
300
Step one in attracting existing clients? (102)
Identifying the key prospects of current clients.
(Bonus, the 2nd step is what?) Pg (102)
300
When a new client shows interest in a given issue, as the service firm your job is to do what? (P117)
Convince me that my problem is "worth" solving.
400
This listening system provides a great opportunity for future business development opportunities with existing clients. (64)
What is a Reverse Seminar?
400
How do professional firms win new clients? (pg 74)
They demonstrate a willingness to be cooperative, responsive, and adaptable.
400
Writing a letter saying thank you for your business is an example of whose role in a full-service program? (87)
What is a management task?
400
Name two of the five elements of marketing to existing clients? (106)
Going the extra mile
Increasing the amount of client contact
Building the business relationship
Building a personal relationship
400
When a potential client has an objection, what should you do? (pg 119)
Hear them out.
500
What should you do with client feedback? (68)
Listen and Use it!
500
How to battle price sensitivity?(76/77)
Improving the quality of service can inexpensive and can infinitely be more visible to the clients, making your work product more valuable.
500
Using client feedback in a compensation plan is an example of what? (93/94)
A rewards program.
500
Name one of four Capabilities to Increase when marketing current clients. (107)
Increasing knowledge of the client's industry
Increasing knowledge of the client's business
Increasing knowledge of the client's organization
Increasing knowledge of the client
500
Don't get overly focused on ______ when most buyers really want a professional relationship. (pg 120)
technical skills or matters