All-rounders go out of their way to deliver
Award winners from DHL Express (HK) and UPS are committed to putting the needs of their customers first
Among the award-winning companies are leading names in the telecommunications and express delivery and logistics sectors.
Three global account managers at DHL Express (HK) received global customer solution awards.
Daisy Lai Wing-sze joined DHL in 2001. She stressed the importance of getting to grips with a customer's needs first.
'I identify real-life situations in which the product I am selling provides solutions to the customer's problems, and use these scenarios to weave a good story to illustrate the tangible benefits of DHL solutions. I also commit myself to rehearsing frequently and getting everything right before setting about selling a story,' she said.
Idy Lam Wai-yan joined DHL in 2004. 'You need to equip yourself with excellent product knowledge and be ready to go above and beyond [your normal duties] for customers.
'My strengths in communication and interpersonal skills make it easy for me to build rapport and good relationships with customers. By keeping an open dialogue and maintaining a harmonious relationship with customers, I am able to provide tailor-made services that enhance their competitiveness in the marketplace.'
Joan Fei Yuen-ping, who joined DHL in 1999, described herself as 'proactive, committed and self-initiated'. 'Salespeople should be extremely familiar with the features of all the products they sell and their benefits to customers. Success in selling a product is driven by your attention to what customers specifically need and how you deliver on that.'
The three winners from UPS are all major account managers. Mandy Tong Yuk-lin, who joined the company in 2000, said: 'No matter what product you are selling, the most important thing is to listen to your customers and be attentive to their needs. My results-orientated personality and meticulous customer follow up are the main areas that make me a well-rounded professional salesperson.'
Daniel Chiu Ka-shun joined UPS last year, while Kenny Chan Hang-chi joined in 2003.
Mr Chiu said: 'The most important thing is to understand customers' needs and provide tailor-made solutions. My never give up strive for the best attitude is what makes me unique as a sales professional.'
Mr Chan said: 'It is crucial to understand customers' needs. I pay most attention to their concerns because they are essential to our business. Also, I am highly self-motivated.'
