Skip to main content
Mercury Professional Development, Inc. | Phoenix, AZ

This website uses cookies to offer you a better browsing experience.
You can learn more by clicking here.

Customer Relationships






As sales professionals, we all strive to achieve being a trusted advisor, as opposed to a vendor. But are we really? Mary Crisci shares with us how to use "Fuzzy Files" as a tool to become a trusted advisor. Among the many reasons to be a trusted advisor is...

Eric Miller, co-owner of PADT and Chairman of the Arizona Technology Council, shares his view on customer relationships during this time of uncertainty.

Mikey Maynard from Keyser, shares his perspectives on how the pandemic and economic changes are impacting commercial properties, and how tenants and landlords can navigate for a win-win.

A young kid who graduated from high school and after a couple of interviews, landed a salesperson at a big box store. Working in the air conditioner and heater department, a customer asked, "Can you please help me pick out a heater?"  After some awkward questions (he didn't know much about the products), the customer bought from the young man.  It turns out, he was a very effective sales person.

However, later, as he gained product knowledge, and wanted to impress the customers with his expertise, his sales fell off. 

What happened?

Learn to ask questions, "like a dummy", on purpose.  It's disarming to the customer, and allows the customer to share their needs.

Do you ever feel like you're still a little kid trapped in an adult body? Maybe you just want to let loose and have fun? Or maybe you flash back to commanding or disciplinary messages from a parent or teacher?

A psychological concept called Transactional Analysis plays a critical role in your sales success. For one, we can't allow our inner child to attend our sales meetings. There's no place for the sales professional's silliness, reluctance or fear in a sales call. And while we don't want OUR child in the sales call, we DO want to talk to the prospects "Child". We want to make an emotional connection with their desire for fun, or safety. Read on for a brief ...

Dear Mary: I’ve been in sales for 4 years. Yet I still struggle to navigate effectively between a transactional sale and a relational sale. How can I effectively bond with my prospects to tilt my sales engagements to be more relational?

--- Selling at the surface

Dear Selling at the surface, We are all familiar with transactional sales- we do it all the time. We might purchase something from a big box store– arrive, shop, stand in line, pay and leave. No relationship established. It’s all about the transaction.


Are all of your customer facing staff prospect aware? Do they know what cues to listen for that may point to additional growth opportunity?
If you’re like many of the successful companies we talk to, the answer may be no. We all know that growing our business with our existing clients represents one of the most direct opportunities. However, all too often, our staff that is directly in front of the client on a regular basis are not prepared or trained to be prospect aware.

Do you know how to get your prospect to listen to you? When you're on a cold call? When you're at a networking event? First technique. Break their habit loop with a pattern interrupt. .....

Mario was well ahead of his monthly quota, so he was surprised when Jane, his sales manager, asked him to set a higher sales target for the quarter
During their meeting, Mario smiled and said, “I thought I’d get a gold medal after the good month I just had – not a higher target!”



People want to buy, but the don't want to be sold to. Successful professional sales people learn detailed bonding and rapport techniques to help their prospects feel comfortable and in control. Use your bonding and rapport techniques, in combination with a solid understanding of the prospect's psychology to build and sustain trust. With a trusted relationship, you can ask the probing questions that will enable the prospect to buy.

Is Your Team Delivering on Your Customer Service Promise?

When you use active listening in the sales process, you understand the prospect better, and compliment the prospect by 'hearing' them.

Understanding our prospect's behavior and decision process helps us be more effective. Technology professionals are often analytical types. Knowing how they behave and process information helps us sell naturally to their style.

Maria was quite certain she’d laid the groundwork for a really big order. Her prospect, Bert, was asking lots of questions during her presentation. He was smiling a lot. He was nodding his head. He was sending all kinds of classic “buy signals.” Eventually, Maria learned from Bert’s assistant that her company had lost the deal at the last minute to a competitor. What happened?

Investing time to learn about your prospect before “pitching” your product helps build rapport and trust. When you understand your prospects, it’s easier to understand their points of view.