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This slide deck is a high-level summary of GAPWORX Customer Building Playbook frameworks.The content therein represents only a small portion of the content in numerous Playbook modules.

It is provided to give you a better understanding of key GAPWORX concepts and processes.

Some slides provide insights into our Beliefs, our Mission, Vision and Why. Other slides provide more substance on processes, capabilities, and behaviors.

All slides can help you to be more successful.

As all companies are different, so is each Playbook.Each Playbook is carefully scaled and customized to reflect the specific needs of each client.

All content is exclusively the intellectual property of GAPWORX and may not be used in any form or manner without our expressed written permission.

© GAPWORX, 2017, 2018. GAPWORX.COM

ALL RIGHTS RESERVED.



SELLING Isn’t a “Pick Up” Game

SERVING Isn’t Either

Don’t Wing It … When You SELL and SERVE Your Customers!

CUSTOMER BUILDING PAYBOOKS ARE:

Customized | Simple | Effective

Capabilities, Process, and Behavior-Driven

Culture and Key Concepts

Everybody Sells | Everybody Serves

EVERY COMPANY

EVERY EMPLOYEE

EVERY CUSTOMER

EVERY INTERACTION

EVERY TIME

LEADERSHIP• Mission, Vision, Purpose• Company Culture, Goals and Objectives• Systems, Processes and Training

• Sell and Serve Customers

MARKETING • Brand Development and Communication• Advertising and Promotions


SALES• Customer Building• Onboarding Coordination• Customer Relationships


ADMINISTRATION and OPERATIONS • Customer Retention• Customer Service and Experience Delivery




Balance … WHAT and HOW

WHAT YOU DO … AND HOW YOU DO IT DRIVES COMPANYWIDE SUCCESS



Competencies—Conscious and Unconscious

Self assessment is vital to know what you need to be successful in your sales position.

The more you know about yourself, your industry, and your company … the more you will understand what to do to excel at your job.

Assess the intangible assets and the tangible assets, too.

UNCONSCIOUS INCOMPETENCY

CONSCIOUS INCOMPETENCY

CONSCIOUS COMPETENCY

UNCONSCIOUS COMPETENCY

Mental Maps



Customer Building—A Simple Work Flow Model

METRICS

and

ACTIVITY

OPERATIONS ONBOARD

SERVE

EXPERIENCE

RETAIN

KEEP CLIENTS

CREATEOPPORTUNITIES

CREATE SOLUTIONS

CREATE RELATIONSHIPS

FIND PROSPECTS

COMMIT

and

COLLABORATE

AGREE

and

ALIGN

DISCOVER

and

DEFINE

“THE BUSINESS OF BUSINESS IS TO CREATE AND KEEP CUSTOMERS.”– PETER F. DRUCKER



Selling Concepts

IMPROVE CUSTOMER BUILDING

IMPROVE BUSINESS TRAJECTORY

THE SALES PLAYBOOK

SIMPLE.

REPEATABLE.

GAPWORX’s Alignment Sales Model (Basic)



GAPWORX’s Sales Equation (Basic)



SALES PERSONA. Personality, job motivations, ambition, other attributes

SALES CAPABILITIES. Specific components of the sales process … including predictive metrics, behaviors, etc.

COMPANY KNOWLEDGE. Stock in trade of your company—your evidence and marketplace standing

TECHNICAL KNOWLEDGE. Sales automation and technology specific to your company

GAPWORX’S Player Coach Model (Basic)

A Model for Sales Leaders to:

TRANSFER SKILLS

INCREASE CAPABILITIES

IMPROVE SALES COMPETENCIES and BEHAVIORS

DRIVE INDIVIDUAL and TEAM SALES PERFORMANCE



Take Your PLAYBOOK to the Field

Don’t “Wing It!”

BRING YOUR TOOLBOX



Serving Concepts, Customer Experience

Customer Experience (CX) Touch-PointsALL EMPLOYEE ACTIONS IMPACT CUSTOMER EXPERIENCES

THREE IMPORTANT CX QUESTIONS

1. Are all employees consistently delivering positive

customer experiences to reinforce a “Fair Exchange?”

2. Are all employees working to delight your customers?

3. Are your customers delighted enough to advocate for

your business?



Customer Experience (CX) Happens Everyday

We help businesses map existing customer touchpoints, assess how their customers perceive various interactions, and support the transformation of customer experiences to improve customer happiness, retention, and advocacy.

© GAPWORX, 2017, 2018CONFIDENTIAL DOCUMENT – RESTRICTED DISTRIBUTION

CUSTOMER EXPERIENCE (CX) Data

A “BIG PICTURE” STATISTIC

• 80% of companies claim to deliver SUPERIOR customer services

• ONLY 8% of customers actually believe that have received SUPERIOR customer services

CUSTOMER CITED CAUSES OF CX DISSATISFACTION

• 78% due to deception

• 77% due to rudeness

• 73% due to incompetency

• 71% due to inflexibility (process and/or employee)

• 65% due to late service response

CUSTOMER CITED OUTCOMES OF CX DISSATISFACTION

• 20% found another provider

• 55% backed out of a transaction or purchase

• 35% lost their temper with a service provider

• 24% used social media to share their negative experiences

© GAPWORX, 2017, 2018CONFIDENTIAL DOCUMENT – RESTRICTED DISTRIBUTION

Negative CX Creates FUDsDepending upon its size and its sales and marketingactivities, every company delivers hundreds to eventhousands of customer experiences everyday. Thesecustomer experiences can be exceptionally positive, ormuch less so.

Negative experiences can be small and seeminglyinconsequential, or they can be major and trigger Fears,Uncertainties, and Doubts (FUDs) as to the pending,existing, or ongoing relationship.

It isn’t fair, but negative experiences areaccumulative, and their relative weight farexceeds positive customer experiences.

Customer experiences occur with each andEVERY customer interaction in all facets of the

business. Face-to-face engagements. Phone conservations.Email exchanges. Invoices. Being on time. The list is literallyendless.

The goal is to accumulate a mountain of positive customerexperiences – a mountain of good will that can tip thescales if a negative experience also happens.

Training

REAL WORLD Training



In most training programs, the standard practice is the lecture-based transfer of information. The problem is that method for improving knowledge and ongoing capabilities rarely is retained for more than a month or two.

We train differently, which significantly improves retention.

Our approach is a 4-step model. The final step is TEACH, where the students TEACH each other.

Mark E. Spiers CEO, Principal

[email protected]

612-805-2357

STRENGTHEN

SALES GROWTH

CUSTOMER RETENTION

FINANCIAL RESULTS

BY IMPROVING

SELLING AND SERVING CAPABILITIES

CUSTOMER EXPERIENCES

LEADERSHIP

CULTURE AND ENGAGEMENT

MANAGEMENT TEAM FACILITATION

FACILITATED TRAINING

MENTORING/COACHING

INTERIM MANAGEMENT

NEXT GENERATION TRANSITIONS

mailto:[email protected]

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