20: Mastering Phone Skills and Customer Service: Fostering Lasting Loyalty with Mike Sember

Summary

In this episode of the Business Superfan Podcast, host Freddy D talks with Mike Sember, a Lead Relationship Manager for a vitamin and supplement company. Mike discusses the evolution of sales tactics post-COVID, emphasizing the importance of credibility and rapport. He draws on his baseball experience with the Chicago Cubs to underline the value of teamwork in sales. Mike also shares a story about resolving a customer’s order issue with empathy and extra service, reflecting his customer-centric approach to relationship management and upselling. The conversation focuses on building trust, integrity, and long-term customer relationships in the modern sales environment.

Guest

For more than 20 years, Mike Sember has been extensively engaged in executive business development and relationship-building projects within the healthcare industry. His primary focus has been on devising marketing and sales strategies to forge partnerships and explore new avenues of revenue. These pursuits involved collaboration with various senior functions, including IT, Operations, Sales/Marketing, and Finance.

Guest Contact

Superfans Success Tip

Bullet Points

  • Influence of experience as a professional baseball player on sales and customer relationships
  • Evolution of the traditional sales approach, especially in the post-COVID era
  • Importance of gaining credibility over the telephone and through virtual communication
  • Emphasis on teamwork and camaraderie in both sports and the office environment
  • Resolving order issues by listening to customers and addressing their concerns promptly
  • Customer-centric approach to upselling products
  • Emphasis on building trust, portraying integrity, and prioritizing the best interests of the customer

Best Quotes

‘Mike Sember’, 00:01:06, “I’ve got to get Joe Smith to fall in love with my voice, let me talk to him a little bit about the product so he has some credibility.”

‘Mike Sember’ 00:05:46, “I can’t make a double play execute without someone catching the ball at first base or my second baseman forcing somebody out at second, so you have that team concept.”

‘Mike Sember’, 00:07:59, “I guess it’s why we have two ears and one mouth; you’re supposed to listen twice as much as you talk.”

‘Mike Sember’, ’00:23:06′, “Since I’ve been here now three years, I have superfans already, and I’m slowly evolving into more because some of them have even told me, ‘Hey Mike, how are you doing?'”

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Episode Transcript

20: Mastering Phone Skills and Customer Service: Fostering Lasting Loyalty with Mike Sember

[00:00:00] Freddy D: For more than 20 years, Mike Sember has been exclusively engaged in executive business development and relationship projects within the healthcare industry. His primary focus has been on devising marketing and sales strategies to forge partnerships and explore avenues of revenue. These pursuits involved. Collaboration with various senior functions, including it, operations, sales, and marketing and finance.

[00:00:24] Freddy D: Before working in the healthcare industry, Mike was involved in a marketing and sales of personal development tools and helped expand the organization’s presence throughout the United States. 

[00:00:34] Freddy D: Prior to working in a personal development. Mike worked in the sporting industry as VP of sales of one of the major sporting product companies. This was preempted by Mike being an ex professional ballplayer for the Chicago Cubs.

[00:00:48] Freddy D: Hello, everybody, and welcome to another insightful episode of Business Superfan Podcast. I’m thrilled to introduce our guest, Mike Sember with The 20 Store. Hello, Mike, and welcome to the show. [00:01:00] 

[00:01:00] Mike Sember: Good afternoon, Freddy D. It’s a pleasure to get a chance to talk about marketing, sales, product, and hopefully people that listen to this will be better informed and on their way to good health.

[00:01:13] Freddy D: Exactly. So, Mike, tell us a little bit about how you got started and how you ended up dealing with customers here at the 20 Store. 

[00:01:21] Mike Sember: Well, the world has evolved and so have I. I was the traditional, let’s go out to a sales meeting, build a rapport hear no a thousand times, and have to come back and still make the call over and over again. However, today, three years post COVID, we have to gain credibility. We have to talk people more via the telephone or our cell phones, a headset like I use for my company here. I’ve been doing this three years and. I started the traditional way making those sales calls.

[00:01:54] Mike Sember: Wilson, sporting goods, cyber vision systems, a variety of consumer products. [00:02:00] So I’ve always had interaction with the end user, meaning the customer. Now what’s the tough part about having a customer? Freddy D yeah. God, I get a customer. How do we get a customer? So lots of things haven’t changed in ages.

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