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Hot seat TERNION CLUB 2026 01 29 17 56 GMT 03 00 Recording
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Hot seat TERNION CLUB 2026 01 29 17 56 GMT 03 00 Recording

Meeting Introduction and Agenda

Opening Remarks

  • The meeting begins with a welcome message, indicating that only Mari will speak initially. Participants are encouraged to join the discussion.

Previous Discussion Recap

  • Mari is reminded of her previous status update regarding budget organization and marketing actions from the last meeting. She had not yet provided specific values for these initiatives.

Marketing Strategy Development

Focus on Average Ticket Increase

  • A suggestion was made for Mari to focus on increasing the average ticket size through comprehensive gift kits and exclusive identity services. This includes creating subscription plans for individual clients and businesses, such as surprise boxes and recurring supply replenishments.

Current Progress Update

  • Mari reports that she has organized her ideas but needs time to compile them into a presentation before reaching out to clients. She has outlined a plan for recurring services tailored to different client types, like clinics needing refills of products throughout the year.

Subscription Plans Consideration

B2B vs B2C Strategies

  • While Mari has focused primarily on business-to-business (B2B) strategies, she acknowledges the need to develop subscription plans for individual consumers (B2C). She emphasizes the importance of unique packaging for consumer-focused offerings compared to those aimed at businesses.

Sales Approach Challenges

Consultative Selling Issues

  • Jonas expresses concerns about his sales team's inability to adopt a consultative approach in their interactions with potential clients, which he identifies as problematic. He shares this feedback based on prior discussions about sales analysis and team function transitions.

Suggestions for Improvement

  • It is suggested that Jonas should gather examples of current sales approaches through screenshots or other means so that actionable recommendations can be made based on real scenarios encountered by his team during client interactions.

Exploring Outsourcing Sales Functions

Need for External Support

  • The conversation shifts towards exploring outsourcing options for commercial functions, highlighting the necessity of having both in-house staff and external support to manage lead engagement effectively. Meetings have been held with various companies to understand potential outsourcing solutions better.

Training Commercial Teams

  • There is an acknowledgment that training a sales team takes time; thus, immediate solutions may not involve direct training but rather strategic adjustments in how teams engage with leads based on insights gathered from recent experiences shared by Jonas during his attendance at Scale Experience events.

Consultative Sales Approach and Team Training

Importance of Consultative Selling

  • The speaker emphasizes the need for a consultative approach in sales, highlighting that understanding client needs is crucial rather than just presenting offers.
  • Acknowledges that the current method involves merely gathering information to create proposals without engaging deeply with leads.

Team Capability and Outsourcing

  • Discusses the necessity of having a skilled team to implement effective sales strategies, suggesting outsourcing as a potential solution.
  • Mentions collaboration with recruitment firms to find suitable candidates who can also be trained effectively.

Training and Leadership Development

  • Suggests that training should involve direct engagement from team leaders rather than relying solely on external mentorship.
  • Encourages sharing challenges within the team to foster collective learning and improvement.

Process Improvement Recommendations

  • Identifies issues in lead response times, stressing the importance of timely follow-ups to maintain engagement.
  • Recommends implementing a CRM system for tracking leads efficiently, ensuring accountability among team members.

Daily Reporting and Accountability

  • Proposes creating daily reports on lead status as part of a playbook for new hires, enhancing transparency in operations.
  • Stresses the need for regular check-ins with team members regarding lead progress to ensure consistent performance.

Importance of Effective Communication in Sales

Managing Lead Responses

  • The speaker expresses frustration over improper handling of leads, emphasizing the need for clear communication and proper follow-up.
  • Suggests daily monitoring of lead status to avoid misunderstandings and ensure timely responses, highlighting that proactive engagement can prevent escalation.
  • Critiques the use of automatic messages, stating they can create confusion and diminish personal interaction with potential clients.

Role of Sales Representatives

  • Emphasizes that sales representatives should be fully attentive to leads at all times, as their primary role is to engage with customers effectively.
  • Discusses the importance of immediate response to incoming leads, stressing that a quick reply enhances customer experience and increases conversion chances.

Response Time Expectations

  • Clarifies that automated messages are only acceptable when a representative is unavailable; otherwise, responses should ideally occur within 15 minutes.
  • Highlights the urgency in responding to leads who reach out via WhatsApp since they are likely available and expecting prompt communication.

Handling Different Types of Leads

  • Differentiates between leads from direct messaging versus those from forms filled out on social media platforms, indicating varying response strategies.
  • Stresses the necessity for timely follow-ups on form submissions by contacting leads promptly the next day if inquiries come in after hours.

Best Practices for Engagement

  • Reiterates that each company should establish its own response time policy but suggests aiming for immediate replies when possible.
  • Questions the effectiveness of automated messages during business hours when a dedicated sales representative is available to respond directly.

Consultative Sales Approach

Importance of Timing in Communication

  • The speaker discusses the appropriateness of responding to messages on weekends, emphasizing that if a message is sent on Saturday, it can be forgiven as it's within acceptable time limits.
  • Acknowledges the importance of initial communication and expresses dislike for immediate requests for specific details without prior engagement.

Effective Communication Strategies

  • Highlights the need for consultative selling, where understanding customer needs precedes any request for information.
  • Mentions creating a playbook from these discussions to guide future team members in effective sales strategies.

Understanding Customer Needs

  • Emphasizes the necessity of asking open-ended questions to understand how best to assist potential clients rather than bombarding them with requests.
  • Discusses the difference between typical companies and those with high lead volumes, stressing that most businesses do not receive overwhelming inquiries daily.

Follow-Up Techniques

  • Advises on timely follow-ups after initial contact; if no response is received within an hour, reaching out again is recommended.
  • Introduces the concept of using phone calls as a strategy to capture attention, noting that many people check missed calls even if they don't answer.

Building Rapport with Clients

  • Suggests following up missed calls with messages that inquire about preferred communication methods, allowing clients to dictate their comfort level.

Handling Client Inquiries Effectively

Initial Client Contact

  • Describes an example interaction where a client provides clear information about their needs right away, which facilitates smoother communication.

Establishing Connection and Urgency

  • Stresses the importance of establishing rapport during initial conversations while also assessing urgency regarding project timelines.

Managing Expectations Around Timelines

  • Explains misconceptions clients may have about project timelines starting upon payment rather than after project approval. This highlights the need for clear communication regarding processes and expectations.

Assessing Client Needs Accurately

  • Discusses how understanding client urgency can create opportunities for closing deals faster by leveraging perceived scarcity or urgency related to installation dates.

Evaluating Consultation Quality

  • Reflecting on previous interactions, notes that maintaining a consultative approach is crucial throughout client communications.

Commercial Process Insights

Understanding Client Interactions

  • The speaker emphasizes the importance of addressing client inquiries effectively, particularly when discussing pricing. It's crucial to engage in a dialogue that uncovers the client's needs rather than simply stating prices.
  • A good response involves asking questions about the client's previous experiences and health issues before providing information on services like personal training.

Effective Communication Strategies

  • The speaker suggests that instead of denying a request to see materials (like a chapa), one could offer alternatives such as video calls or sending images to enhance client engagement.
  • There is an acknowledgment that structuring a commercial process can be challenging due to varying client requests; thus, flexibility in responses is necessary.

Developing Structured Processes

  • The concept of a "playbook" is introduced, which serves as a guide for responding to specific client requests. This playbook should include various scenarios and appropriate responses.
  • Examples are provided on how to communicate options effectively with clients, including inviting them for visits or offering virtual consultations.

Challenges in Service Delivery

Post-Sale Issues in Pet Services

  • The speaker shares personal experiences from managing a pet grooming business, highlighting common post-sale problems such as mishandling pets and poor communication with clients.
  • To address these issues, the speaker created a comprehensive guide detailing procedures for handling various service-related problems.

Creating Response Protocols

  • A suggestion is made to develop structured guidelines for responding to customer inquiries effectively. This includes documenting potential questions and appropriate answers.
  • Emphasis is placed on ensuring that all team members have access to this information so they can provide consistent and accurate responses.

Sales Techniques and Customer Engagement

Overcoming Objections During Sales

  • The discussion shifts towards overcoming objections during sales interactions, particularly regarding pet purchases where customers often have many questions.
  • A systematic approach was developed by creating guides that help staff address common concerns quickly during sales conversations.

Importance of Timely Responses

  • It’s noted that delays in addressing customer concerns can lead to lost sales opportunities as customers may lose interest or reconsider their decisions after leaving the conversation.

Standardizing Information Across Staff

  • The need for consistency among staff regarding product knowledge is highlighted. A centralized resource was created to ensure everyone provides accurate information about products like puppies' vaccinations and sizes.

Commercial Process Insights

Understanding the Commercial Playbook

  • The speaker emphasizes that each company's commercial process is unique, highlighting the importance of tailoring strategies to individual business needs.
  • It’s crucial to document potential customer objections and questions, as only the seller can effectively communicate their product's value.
  • An example is provided about managing inbound leads, stressing the need to track customer interactions and responses systematically.

Defining Customer Interactions

  • The speaker discusses a structured approach for handling customer inquiries, including following scripts while being adaptable based on real-time conversations.
  • A well-defined process is necessary; employees should not be expected to remember all details without clear guidelines or documentation.

Importance of Clarity in Communication

  • The speaker illustrates how to respond constructively when customers express urgency, emphasizing understanding their specific timelines and needs.
  • Documenting common customer queries in a playbook helps streamline responses and ensures consistency across communications.

Consultative Selling Approach

  • A consultative selling method involves engaging with customers to understand their requirements better rather than just pushing for a sale.
  • The importance of clarifying what "as soon as possible" means for the customer is highlighted, ensuring expectations are managed effectively.

Training and Development

  • Continuous training improves sales representatives' ability to handle objections and provide tailored solutions based on documented processes.
  • Sales teams must map out typical customer questions and scenarios to prepare adequately for various situations they may encounter.

Building Relationships Through Engagement

  • Engaging customers through consultative methods fosters trust; asking if you can call them shows willingness to understand their needs better.
  • The speaker stresses that effective communication requires both parties' commitment; sellers must adapt their approach based on client feedback.

This structured overview captures key insights from the transcript regarding commercial processes, emphasizing clarity in communication, consultative selling techniques, and ongoing training.

Effective Communication in Sales

Importance of Follow-Up Questions

  • The speaker emphasizes the necessity of ending conversations with a question to encourage further dialogue, such as asking if the proposed deadline is suitable for the client.
  • It’s crucial to maintain engagement by checking in on clients after sending proposals, ensuring they feel attended to and valued.

Consultative Selling Approach

  • A consultative selling approach involves understanding client needs deeply; even if immediate solutions aren't available, showing willingness to explore options builds trust.
  • The speaker illustrates this by discussing how to handle urgent requests while managing expectations about timelines effectively.

Handling Budget Discussions

  • When discussing budgets, it's vital for salespeople to be aware of financial figures during meetings rather than discovering them later. This knowledge can significantly impact decision-making.
  • The importance of being proactive in budget discussions is highlighted; knowing key figures allows for better strategic planning and responsiveness.

Prioritizing High-Potential Leads

  • Identifying high-value leads should dictate prioritization in follow-ups and scheduling. These leads are essential for maximizing revenue potential.
  • The speaker suggests taking immediate action when a lead expresses urgency, including personal outreach via phone or messaging platforms.

Effective Communication Strategies

  • Personal communication is encouraged; reaching out directly shows commitment and can help close deals faster. Using multiple channels (calls, WhatsApp messages) increases chances of engagement.
  • Demonstrating eagerness to assist clients can differentiate a salesperson from competitors, reinforcing their desire to meet client needs promptly.

Managing Team Dynamics

  • Frustration with team members not fulfilling their roles can lead to burnout among other staff. It's important for leaders to address these issues constructively without losing focus on client relationships.

Leadership and Training Challenges

The Importance of Accountability in Hiring

  • The speaker reflects on a recent hiring mistake, acknowledging personal responsibility for not monitoring the new hire's performance closely enough. They emphasize the need to improve future hiring processes.

Self-Assessment as a Leader

  • A participant expresses difficulty in training salespeople, identifying themselves as an excellent executor but a poor leader. This self-awareness highlights the challenges many face in leadership roles.

Learning from Experience

  • The participant shares frustration over their inability to train others effectively, attributing it to past experiences with underperforming sales staff. This sentiment underscores the importance of mentorship and guidance in leadership.

Developing Leadership Skills

  • The speaker encourages the participant, who is 26 years old, to recognize their growth as a leader since taking over responsibilities after their father's passing. They stress that leadership skills can be developed through practice and experience.

Creating Effective Training Resources

  • To address training gaps, the speaker suggests utilizing other team members for training and developing a playbook that outlines processes clearly. This approach aims to create structured learning opportunities within the organization.

Continuous Improvement in Leadership

Ongoing Training and Support

  • A good leader is characterized by continuous training and support for their team members. The speaker emphasizes that effective leadership involves regular role-playing exercises to enhance skills.

Embracing Leadership Responsibilities

  • The discussion highlights that being a business owner entails ongoing leadership responsibilities, even when delegating tasks or hiring new leaders within the company.

Managing Emotional Challenges

  • The participant admits feelings of despair regarding sales performance but is encouraged to take proactive steps towards improvement rather than succumbing to negativity.

Establishing Accountability Systems

Utilizing CRM Effectively

  • The speaker advises using Customer Relationship Management (CRM) systems diligently by tracking interactions and requiring daily reports from team members for accountability purposes.

Regular Feedback Mechanisms

  • It’s crucial for leaders to provide consistent feedback rather than waiting for formal performance reviews every three months. Daily feedback helps maintain clarity on expectations and progress.

Performance Analysis Techniques

  • Leaders should conduct regular performance analyses based on data collected over time, allowing them to identify areas of improvement while also recognizing achievements within their teams.

This structured approach ensures clarity around key themes discussed in the transcript while providing direct links back to specific moments for further exploration or review.

Performance Analysis and Improvement Strategies

Overview of Performance Metrics

  • The speaker discusses the importance of performance analysis for each company, emphasizing that every employee's performance should be evaluated based on specific metrics.
  • Monthly results are highlighted as crucial, with a suggestion to also consider quarterly evaluations. Key performance indicators include meeting deadlines and overall performance ratings ranging from excellent to poor.

Providing Constructive Feedback

  • It is essential to not only provide scores but also actionable solutions for improvement. For instance, if an employee fails to meet deadlines, the feedback should include strategies for better time management.
  • The speaker stresses the need for HR involvement in addressing performance issues, suggesting that having dedicated HR personnel can facilitate necessary actions and support employees in improving their work habits.

Addressing Performance Issues

  • Acknowledging repeated failures (e.g., missing deadlines) is critical. The speaker suggests confronting employees about their shortcomings while also offering assistance to help them improve.
  • Formal warnings may be issued when employees consistently fail to meet expectations. However, it’s important to differentiate between genuine mistakes and intentional negligence.

Implementing New Processes

  • When introducing new processes, patience is required as employees may forget or struggle with changes initially. Regular reminders and support can ease this transition.
  • Engaging directly with employees by reviewing their schedules together can help integrate new tasks into their routines effectively.

Building Collaborative Relationships

  • Employees should be viewed as allies rather than adversaries; fostering a supportive environment encourages collaboration towards common goals.
  • The speaker reflects on personal experiences where building strong relationships within teams has led to improved outcomes and teamwork dynamics.

Challenges in Team Management

  • Managing a team presents significant challenges; many entrepreneurs express concerns about team dynamics and effectiveness.
  • The discussion touches on the fear associated with growth pains in business operations, highlighting the necessity of having a capable team to handle various responsibilities efficiently.

Closing Sales Effectively

  • Defining what constitutes a successful closure varies by company; clarity around this process is vital for sales success.
  • After sending proposals, follow-ups become crucial yet challenging due to potential objections regarding pricing or lack of response from leads. Strategies must be developed to enhance conversion rates despite these hurdles.

Video Discussion on Building Trust and Authority in Business

Importance of Personal Connection

  • The speaker emphasizes the value of personal interaction, suggesting video calls can deepen understanding and connection with clients compared to text communication.
  • A direct conversation allows for a more profound explanation of services, enhancing client trust and engagement.

Differentiating Factors in Pricing

  • The discussion highlights that clients often choose based on trust and desire rather than just price, indicating that perceived value is crucial.
  • An example is given comparing hair salons with varying prices; the focus is on how trust influences willingness to pay more for services.

Establishing Authority

  • The speaker stresses the importance of demonstrating expertise and authority in one's field to justify higher pricing.
  • It’s suggested that showing genuine care for a project can differentiate one from competitors who may offer lower prices.

Marketing Strategies

  • The need for showcasing unique selling points (USPs) is emphasized; this helps avoid competing solely on price.
  • A case study about a dog kennel illustrates how transparency about care practices can build trust and justify premium pricing.

Building Partnerships

  • Collaboration with other professionals (e.g., architects) can enhance credibility and access to high-value clients.
  • Developing an authoritative image through partnerships can help alleviate client hesitations regarding high-priced services.

Client Loyalty Through Consistency

  • Long-term relationships with service providers are discussed as key to maintaining client loyalty, even when prices increase.
  • Competence builds authority; satisfied customers are willing to pay more for consistent quality over time.

This structured summary captures the essence of the discussions around building trust, establishing authority, differentiating through personal connections, marketing strategies, partnerships, and fostering client loyalty.

Understanding the Value of Quality in Event Production

The Importance of Investing in Quality Services

  • The speaker discusses hiring a high-quality audiovisual service for an event, emphasizing that they chose a more expensive option (R$ 12,000) over cheaper alternatives (R$ 4,000) due to the value it brings.
  • They highlight the importance of understanding client needs and preferences when negotiating with professionals like architects, suggesting that building rapport is essential.

Building Relationships for Business Success

  • The speaker stresses the significance of maintaining close relationships with clients and partners through regular communication and personal outreach.
  • They provide examples of casual check-ins with contacts to foster goodwill without any immediate sales agenda, reinforcing the idea that relationship-building is crucial across all business areas.
  • An example is given where reaching out to acquaintances from a networking group can strengthen connections without pushing for sales, showing genuine interest instead.

Consistency in Client Engagement

  • The speaker mentions how consistent engagement with clients—like sending friendly messages or small gifts—can enhance loyalty and maintain strong ties.
  • They emphasize using social media as a tool for visibility and connection while not neglecting face-to-face interactions at events or gatherings.

Leveraging Public Relations

  • The discussion shifts to public relations, noting its role in enhancing visibility through articles and features in reputable publications as an indirect return on investment (ROI).
  • A recommendation is made regarding working with PR professionals to manage visibility effectively during significant events or announcements.

Navigating Challenges in Hiring

  • The speaker outlines steps for managing leads during hiring periods, indicating that keeping track of communications is vital for success.
  • They address challenges faced during recruitment processes, including dealing with employees who exhibit minimal effort or commitment ("silent resignation").

Hiring Strategies and Team Dynamics

Importance of Hiring Decisions

  • The speaker emphasizes the importance of making timely hiring decisions, suggesting that one should take time to interview multiple candidates before finalizing a hire.
  • It is crucial to match candidate profiles with job requirements; for instance, individuals with high conformity may not be suitable for public-facing roles.

Candidate Evaluation Criteria

  • Candidates should exhibit energy and enthusiasm; those who appear lethargic can negatively impact customer interactions.
  • The speaker advises against investing in external consulting or training at this stage, focusing instead on effective hiring practices.

Training and Onboarding Process

  • Once a new hire is onboarded, they should undergo structured training that includes specific expectations and resources like videos and playbooks.
  • Emphasizes the need for patience during the onboarding process rather than rushing to replace staff prematurely.

Relationship Management

  • Participants are encouraged to maintain relationships with leads and clients through regular communication, which can enhance business opportunities.
  • Revisiting or creating a playbook is essential; sharing insights within the group can foster collaboration and problem-solving among team members.

Networking Opportunities

  • The discussion highlights the value of networking; leveraging personal connections (e.g., asking for referrals from colleagues' family members) can lead to beneficial partnerships.
  • The session concludes by reinforcing that shared experiences and challenges can provide learning opportunities for all participants.