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In your imagination, put yourself in the confrontational situation, and simply notice what it is that you are feeling, experiencing and thinking. b) Put yourself in the other persons shoes. Imagine yourself seeing through their eyes, feeling their feelings, and if it is a face to face confrontation, see yourself as they would see you, hear yourself as they would hear you. c) Step out and step back. Article: 1. Be perspicuous with what you want to achieve. It is unlikely to be enough just to want to be rid of the browned off customer (although this can be a natural response). It is usually more satisfactory (and satisfying) to set out to have the other person satisfied that their complaint has been dealt with in the best possible way. 2. Never, ever promise what you can't deliver. It may make them feel crap shooter now, but tomorrow... 3. DO take responsibility for what you can. There is nothing more irritating than someone who says 'There is nothing I can do close at hand that... it's faction policy' 4. Validate the customer's feelings. In their world, they have every reason to be angry. It's OK to tell them that you can understand why they might be angry, as long as you are seen to be seeking a solution. 5. DO get as much specific information speaking of the customer's perception of the problem as possible. Not only does this discussion interest, it will help you in resolving the problem in a manner satisfactory to the customer. 6. Stay calm and focussed on the desire to resolve the customers problem. When confronted with burn and aggression, the normal response is to prepare for fight or flight by producing adrenalin. If you have to, pause and take a slow breath. Do not lavish the customer's rant to provoke you. 7. If you have time (e.g. midst taking and returning a call), there is a valuable exercise that is useful in all sorts of conflict situations. a) Take stock of yourself. In your imagination, put yourself in the confrontational situation, and simply notice what it is that you are feeling, experiencing and thinking. b) Put yourself in the other persons shoes. Imagine yourself seeing through their eyes, feeling their feelings, and if it is a face to face confrontation, see yourself as they would see you, hear yourself as they would hear you. c) Step out and step back. See the whole interaction with the both of you present. Observe this as an impartial observer, with the scene at eye level in your mind's eye. If you feel emotional at this stage, simply imagine 'switching' that emotion into the body of the person it would be most take over for. d) And come back. The valuable thing random this exercise is that it enriches your understanding of the bracketing needle you, giving you greater nonesuch and greater objectivity, while lenient you the opportunity to empathise with someone in a situation where empathy could otherwise be difficult.
LOCATION
US & Southeast and Midwest
POSITION SUMMARY
Imprivata Sales Engineers are highly skilled technical resources that are involved in all aspects of the sales cycle. They work directly with Imprivata-s Territory Managers and Value Added Resellers to understand prospective and existing customers- technical and end user workflow requirements for new sales opportunities. SEs then design and demonstrate the appropriate Imprivata product features and workflows in the form of customized product demonstrations or on-site proof of concept evaluations. SEs work out of their home office and travel throughout their region to provide the necessary pre-sales technical support to close new opportunities in an efficient and effective manner. SEs are part of the North American sales organization and report directly to the Manager of North American Sales Engineering.
KEY RESPONSIBILITIES
� Assist and drive all technical aspects of the sales cycle
o Understand key technical and end user workflow requirements
o Develop and present appropriate solutions based on Imprivata-s products and services
o Develop proposals and key success criteria for evaluations
o Lead technical demonstrations and evaluations
� Help achieve strategic company objectives and territory revenue goals
� Provide key enablement services to VARs and partners and assist them in selling and supporting Imprivata-s products and services
� Provide trade show and demonstration support for marketing events
� Research, compose, and deliver responses to RFI/RFP-s
� Transition accounts post sale to Imprivata-s implementation team Article Index: | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 | 31 | 32 | 33 | 34 | 35 | 36 | 37 | 38 | 39 | 40 | 41 | 42 | 43 | 44 | 45 | 46 | 47 | 48 | 49 | 50 | 51 | 52 | 53 | 54 | 55 | 56 | 57 | 58 | 59 | 60 | 61 | 62 | 63 | 64 | 65 | 66 | 67 |
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