Paul Cummings is speaking at NADA 2015 in San Francisco! Click here for the full list of workshops and descriptions. Paul will be bringing you new Winning Words at 2:00pm on Thursday the 22nd in the West Moscone building, Room 3018, and again at 10:30am on Friday the 23rd in Room 3009. Enjoy this glimpse into his presentation:

Today’s technology-driven consumers hold a wealth of information at their fingertips. Between social media, online reviews, and smartphones, customers arrive at the dealership more educated – sometimes, more educated about the very product the sales professional offers. A power transfer has occurred. Without the right words, sales teams are grasping for straws, trying to win the customer’s approval only to come up short and lose sales.

The winning words sales and service language pathway was created with today’s savvier customer perspective in mind. Customers must sense a service mentality, but this can only be communicated with words. Customers must sense the integrity and values of the salesperson and the dealership, but this can only be communicated with words. Words matter. Words must be mastered, and they must be mastered quickly. Attendees of our workshops will be blown away at the array of new bullets and talking points to choose from. The innovative talking paths presented destroy the myth that scripts are the only way to sell. Each bullet has been designed to better connect to customers, to convey a commitment to service and excellence. Furthermore, each bullet can be mastered and implemented into customer conversations quickly and seamlessly.

Paul equips sales professionals with countless language pathways, but this workshop goes a step further. Attendees leave with the skill to make it their own, the skill to authentically speak to customers with casual confidence, not arrogance. Each interaction with customers must be enhanced with what is being said and the way it is spoken. It does not matter how much the sales professional knows if he or she communicates in a callous, uncaring manner. Customers only listen to salespeople when they sense a genuine desire to serve. Money follows service everywhere it goes. Go to paulcummings.com for more information and fun videos.

By Stephanie Wharton

The Woople team has created a new course for you! It’s one short video called, “Woople Walkthrough 2.0” with the purpose of explaining the features of our new html5 version of Woople for those of you using app.woople.com.

You can find this course by clicking “New” under Featured on the left side of your Dashboard. However, the New content tab only reveals content that has been uploaded within the last seven days. You can also find this new course by typing “Woople Walkthrough” in the Search bar. In addition, you can also download the Account Tools User Guide for step-by-step instructions on adding users, uploading content, and more!

We hope you enjoy this brief overview of some of our new features as well as the Account Tools guide for you Account Owners!

As always, please contact our Customer Care team with any questions or concerns by calling 877-7woople. We are happy to help!

Copyright 2014 Woople, LLC.

By Witt Hullander

Baseball is in full swing! Current managers, such as Joe Maddon, Don Mattingly, and Terry Francona, are seeking to lead their players to the playoffs and the World Series. Although not currently coaching, Joe Torre is one of the most well known managers in baseball. He managed the New York Yankees for twelve seasons and was highly successful, winning four World Series. He led these teams with his will to win and his resilience to overcome defeat. 

While he is known for his success as the Yankees manager, Joe Torre endured many valleys in his career. Often the best player on a bad team, Torre had all the talent in the world but never had the privilege of being on a winning team. He was a nine-time All-Star and the National League MVP in 1971 but never made it to the postseason as a player. Even as a manager, he didn’t have success right away. He managed the Braves for three seasons and was fired in 1984. He managed the Cardinals for five seasons and was fired in 1995. A competitor and a fighter, Torre displayed resilience and never gave up. The Yankees hired him, and he managed the Yankees for twelve full seasons – taking them to the playoffs in every single one, and winning four World Series.

Torre compares baseball to the game of life in many aspects. Baseball, with 162 games in a major league season, is an everyday game like life. There will be highs and lows no matter what. To teach consistency in such a day in and day out sport, Torre often told his players to eliminate the highs and lows to operate at a consistent rate. This consistency provides a level head to operate with true reliability.

As leaders, we need to take Torre’s message to heart. We must exercise the will to win every single day. Winning in your business could be as simple as a sale, a great review from a customer, or a positive day. In order to win, we cannot give up in the midst of a valley. We must pursue the win and give it our all every single day.

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By Stephanie Wharton

This series will take a brief look at some common business buzzwords, words that are often used, overused, or taken for granted among business professionals.

Touchpoint: Not even recognized as a word in the Merriam Webster dictionary, “touchpoint” refers to the point of contact between customers and businesses. This includes all aspects of the brand, from advertisements, to social media, to the purchase experience, to follow-up, and the complete customer experience. Click here for more information on what a customer touchpoint is.  

How are you managing your customer touchpoints? Are you viewing them from your perspective or from your customers’ perspective? How can you increase the number of touchpoints between customers and your business? Even more importantly, how can you improve the quality of each one?

Here is a great article on a number of ways that Apple has mastered both the quantity and quality of customer touchpoints: 

http://www.forbes.com/sites/michellegreenwald/2014/05/21/20-ways-apple-masters-customer-touchpoints-why-its-great-for-business/

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Join us for our upcoming events! Check out these unique workshops, and choose the one that best addresses your specific business education needs.

Power Up K.A.S.H.: In this two-hour event, we provide our complete K.A.S.H. Analysis Toolkit and walk leaders through the detailed process of conducting both the initial and follow-up interviews. Click here for more details.

Date: Thursday, June 26th from 6:30pm - 9:00pm

Power Up: Teaching, Coaching, and Mentoring: Highly successful leaders teach, coach, and mentor effectively. In this 1-day class, leaders develop these qualities through interactive discussions and exercises, which combine group problem solving, role-playing, and application. Click here for more details!

Date: Wednesday, June 18^th from 9:00am – 4:00pm

By J. Summer Smart

Is your desktop cluttered? Do you currently have to search through folders and folders for specific documents? Make finding files easier with these tips for establishing the right process for long-term file management.

Tip #1: Make Time for It!

Taking time away from your daily tasks to organize your work files might not be high on your priority list, but it creates a more efficient work environment and saves you time in the long run. If your primary work function is heavy on word processing, research, database administration, or collaborative work where versioning is important, then file management processes are critical. This can be a daunting task.  If you’ve inherited files, have bulk files that aren’t currently organized, or don’t have an established process yet, it’s easy to put this essential task off. Don’t put it off any longer! Take some time to get organized each day, so the project doesn’t get so big you can’t tackle it.

Tip #2: Establish Naming Conventions

Establishing a convention that works for your work group is critical to your long-term success. A convention is simply a set of rules, standards, or criteria that you can use to formalize your file management process. It’s important to examine what you will solve with the establishment of a convention. Do you need to find files easily? Do you need to keep track of versioning? Do you need to collaborate on files? Knowing what you want to accomplish will inform the guidelines you create. Consider establishing a file naming convention. This will allow you to easily search for and find files based on a naming process that is standardized. For instance, begin your file name with a customer ID to differentiate between internal and external customers. Then, simply use that ID to find files for that customer. It’s important to maintain uniformity with your processes. In addition, you will need to practice and test your convention while thinking about the various situations that you might use it in to make sure it will accommodate your needs and provide some flexibility.  Adding the date to a file and/or version numbers is important when working with others to refine a document.

Make a dent in organizing your files with these two tips, and look for two more next month!

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By Witt Hullander

In my opinion, March Madness is the most wonderful time of the year. We are overdosed on college basketball. We pray, hope, and cry for our favorite team to win the tournament. Whether your team is the first or last seed, they still have a chance to take that title home for fame and glory. Even if your team is eliminated early, there’s usually a Cinderella story to rally behind.

One of these unlikely winners was North Carolina State in 1983. They were led by coaching legend Jimmy Valvano, nicknamed “Jimmy V,” whose Wolfpack won the National Championship as the 6^th seed. They were unlikely heroes from the very beginning.  

After a 19-year coaching career, Jimmy V stopped coaching in 1990 and began his profession in broadcasting with ESPN and ABC. He was highly successful and won several awards and honors, including the Cable ACE award for commentating and analysis. On June 6, 1992, Jimmy was diagnosed with terminal metastatic cancer. He fought hard and spoke several times openly about his battle. One of his most quoted phrases was, “Don’t give up. Don’t ever give up.” If you have not seen his inspiring acceptance speech for the inaugural Arthur Ashe Courage and Humanitarian Award, at the first ESPY’s in 1993, it is well worth the ten minutes it takes to watch. Just about eight weeks after his captivating speech, his battle with cancer ended on April 28, 1993.His tombstone reads, “Take time every day to laugh, to think, to cry.”

Jimmy V is still fighting cancer today. In a partnership with ESPN, he created The V Foundation for Cancer Research in an effort to fund cancer research and ultimately find a cure. The foundation awards 100% of donations and event proceeds toward cancer research, and has awarded more than $115 million toward research grants. This foundation is crucial in the battle with cancer. Thanks to Jimmy and ESPN’s effort, we are steadily getting closer to the cure.

One of the most important things we can learn from Jimmy is to never give up. Whether things look bleak in business or in life, we have to rise above the circumstance and never quit. As Jimmy said, “Don’t give up. Don’t ever give up.” While his unlikely National Championship seemed heroic, his true heroism rests within the people he has helped and continues to help along the way. We are all unlikely heroes. We all have a chance to become a hero in someone’s life every day. Be a hero today.

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