Always seeking to improve her sales skills and exceed customer expectations, Anthea Chau Wing-sze, an American Express premium products account manager, seized on a chance to provide an on-the-spot consultation when she met one of her customers at a wedding expo.
A winner in this year's Hong Kong Management Association (HKMA) Distinguished Salesperson Award (DSA), Chau explains how, by using an American Express Card to manage wedding expenses, the customer could maximise the Membership Rewards points and even redeem free air tickets.
Furthermore, after learning more about the customer's lifestyle, Chau introduced her client to the American Express Gourmet Club programme. Still willing to go a step further, she followed up with the application process and personally delivered the approval and new card to the customer's office. 'The customer was very happy and extremely satisfied with the service,' Chau says.
Chau, Abbie Tsang Hau-heung and Bernie Lam Yat-hung - both also American Express premium products account managers - were presented with top awards at this year's HKMA DSA celebrations.
'The programmes we offer encourage employee development, which supports our sales talent to grow and excel in different areas of customer services,' says Desmond Leung, vice-president, head of Acquisition and Partnerships, American Express International, adding that sales professionals need to have strong commitment and persistence in delivering good customer service, and driving outstanding results.
Leung says the HKMA DSA competition is an important event in the awards calendar, one American Express encourages and supports its sales staff to join.
'Leading up to the competition, we provide intensive training programmes to equip our candidates with skills and a positive mindset to rise to the challenge presented by the competition,' says Leung, a fan of outstanding salesmanship. 'I buy coffee every morning and I am very impressed by the shop's staff because they remember my favourite type. They also recommend the day's special fresh muffin. I am inspired by their good service and sales skills of relationship-building and cross-selling,' he adds.