Dialling up success
China Mobile Hong Kong Company bagged four Distinguished Salesperson Awards. Director and chief executive Charles Henshaw believes this demonstrates that the company has firmly instilled its corporate culture in its sales professionals.
'We require our staff, from the office to the front line, to have good knowledge of the company's caring philosophy and deliver it through their work. The caring philosophy, together with a thorough, detailed knowledge of our products, ensures the best possible service to our customers - the service level that they deserve,' Mr Henshaw said.
Account manager Joe Lam Siu-yeung has been with the company since 2007. His main duties are providing professional consultancy and attentive after-sales service to corporate customers.
He believes that the key to being successful in sales is a combination of being able to equip yourself with the most up-to-date product information, having excellent interpersonal and communications skills, building and maintaining relationships with customers and having an ability to work hard.
Gary Leung Ming-yeung is a retail sales executive. With the company for 11/2 years, he promotes the latest products and services to retail customers. He also has to ensure smooth frontline operations, which includes maintaining a neat and tidy shop environment and making sure that there is sufficient cash and stock.
'Working in the telecom industry enables me to keep abreast of the latest mobile technology and provides me with chances to try out new devices,' Mr Leung said.
'People may have the opinion that retail is the easiest channel to make sales and requires the least selling technique. However, I think that this is not true. Under the stiff market competition and recent economic downturn, consumers' buying behaviour has become more conservative. In such circumstances, sales at the front line play an important role in ensuring a good customer experience at purchase. This is also instrumental in differentiating a company from its competitors.'
Joe Lee Chak-shun is an account manager. With the company for one year, he believes that having a 'caring after-sales service attitude is essential in winning and maintaining customers'.
'My major duties are to promote and deliver mobile solutions to the corporate clients that meet their specific needs and provide them with attentive after-sales service,' Mr Lee said.
Despite the economic downturn, China Mobile continues to invest a lot of resources to enhance its service quality and staff training.
Senior account manager Johnny Chan Ming-li has had more than 15 years of experience in the telecommunications industry. He has been with the company for eight months. Developing sales leads by promoting a full range of products and services to corporate accounts, Mr Chan identifies customer requirements and establishes good relationships with them.
'I am an outgoing person who enjoys communicating with different kinds of people, which makes me well suited to my current position,' Mr Chan said. 'I believe that thorough preparation and comprehensive product knowledge are essential for any sales professional.'