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Fundamentals of Marketing Basics (Part 2)

Some of the top global brands are coca-cola sony, mercedes-benz, Disney, Nestle, Toyota, McDonald’s, Microsoft, Pepsi Cola, Sergey, Oh Simon, is the former chief marketing officer for the coca-cola company and he says the whole reason for creating a brand is to get consumers to identify a number of Desirable qualities and traits with your specific product, and what he’s saying is a branders goal – is to create a relationship with your customer, so their life feels more complete because you’re in it – and I love this quote from a Chicago mutual fund manager – he says harley-davidson is Maybe the best brand name in the United States now coca-cola is a pretty good brand name, but people don’t tattoo it on their bodies, how many brands get permanently etched on people’s skin? Well, here’s a good example of how brand value can be measured.

It’s the premium! People are willing to pay to be associated with a specific brands products, for example a Mickey Mouse ball will cost you three dollars and 95 cents, whereas a jack-in-the-box ball will only cost you 99 cents and they’re often thrown in free as special promotions. But we pay more for the Mickey Mouse ball, not because it costs more to make or has a higher intrinsic value, but because we are willing to pay extra to be associated with a brand.

We love more than another and just one final term to consider now. I have a background in television news and we always talked about audience share back when there were just three big contenders among the national networks, ABC CBS and NBC, and how the pie was divided between those three was considered our market share and the concept applies to Other competitors within a given product or service category and simply answers the question: how big is your piece of the pie? So here’s a quick summary of some key marketing concepts.

There’s the marketing mix, including the facets of price product place and promotion, and the four C’s of consumer side marketing, which are cost customer value convenience. A communication important to consider, as you find your way in the 21st century marketplace and positioning and targeting answering the fundamental questions of what you have to offer and just who you’re offering it to and value proposition or the benefits of what you have to offer and Product dimensions or the different aspects of your product or service and the demographic segments you may specify in your market campaign, especially the three key segments of age, gender and income and brand value, or how affectionate people might feel towards your product or your service and market Share or simply how big is your piece of the pie and there you go.

It’s hardly a comprehensive list or analysis of the terms and concepts, but it’s a good launching point as you move ahead in your studies of marketing.


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Sales Training for a Transforming Market | Richard Ruff

How you doing there well good day, indeed, excellent and and Richard is part of the of level 5 selling and did if you want to just tell us a little bit about what level five selling is, because we’re going to talk today about sales training for a Transformational market so what’s level five selling yeah.

Well sure, thanks for the opportunity yeah we served about two years ago I John Huskins who’s. My partner wrote a book called level, five selling and John, and I happen to bump into each other at Starbucks and he said gee. You know. I’d really liked to you know, take the book, but but start a company in designer. You know a new training methodology. That’s really responsive to you know the kind of demands we see in my first market, but you know do that all by myself.

You know I’m struggling with that a little bit. I said, well love to come to the party. So that day we decided to join the partnership, and the whole idea John behind it was was, was to say that if you really looked at what’s occurring, you know things don’t look like yesterday and and yet you know the training establishment which we’re a part we’re Doing things pretty much like we were doing them for a long time.

You know we might be doing them better, but we weren’t doing them differently. So what we set out to do was to really try to develop. You know, instead of training, content and training methodologies that that were responsive to the demands of the 21st century market and for those of you not familiar with with six work, is you know now he’s with level five selling looking at and training for the 21st century And for transformational market um, I guess 3040 years ago now you did the same thing when you were working with Neil Rackham and spin selling, and that was the last big kind of move in the in sales in sales, training and sales performance improvement.

So you’re two different centuries, two different two different initiatives. What what we were doing way back when was very much at that point, different yeah it was different and – and I think, is probably time to sort of revisit that challenge. So tell me exam you dick. Why is I mean sales training? Has you know it’s? Obviously it’s something that you know. People look at all the time talk about all the time and it often happens as it may be, the you know, maybe an annual initiative.

Let’s do sales training and maybe grab somebody and do a few workshops, and then they take that box, but there’s, but nothing really is embedded or changed. But how is the landscape changed in the in the way that maybe sales, you know traditional sales training doesn’t meet? The needs any more of the modern seller. Well, you know we sit down and say: okay, we really want to be serious about doing something different.

We need to first of all go back and take a look at the scale and the scope of the changes that are occurring in the market because they really are transformational, mmm-hmm and and buyers are buying differently. Therefore, sellers need to be doing something different and, and – and this is in the world training you need to try to be responsive to that. So what does that look like? Well, a couple of things really jumped up off the table.

The first one was that that we need to stop looking at training as an event mm-hmm and look at it as an ongoing process. I mean we’ve seen it a thousand times everyone in the field. As you know, you got a 300 person Salesforce. You know a company goes out and hires vendors. Like us. You know we do nine meetings scattered across the United States and we parachute in for a couple of days and bring one of our expert trainers, and it’s done in a really nice hotel and and the two days go.

You know pretty well and that’s kind of it a pretty good time. The food is good, you know, and the reason that won’t work is because the scale and the scope of the changes that have occurred means the salespeople. They really genuinely have to be doing some things differently and those things aren’t so easy mm-hmm. We really think that the training must move to to being an ongoing process. That means folks like us when we initiate on engagement with with a client now John, we don’t do it in terms of a program.

We do it in terms of a project yeah 180 days and a whole whole thing is to is to establish a foundation to have a continuing learning process going on provide people with the materials the wherewithal to make learning ongoing and – and I think, a key to That is the frontline managers. Well, I think you know, as we’ve always known, you know, they’re one of the biggest issues is that, as you say, with the workshop model, it’s great and everybody’s excited and they go away, but if the manager isn’t there to reinforce it after you leave it kind Of dies on the vine and the and the managers aren’t going to reinforce it if they don’t feel that they know it well enough themselves, they’re not going to embarrass themselves in front of their salespeople because trying to reinforce something that they’re not expert.

In no question I mean, and that again is sort of the second factor that John and I kicked around – that, in addition to be sowing ongoing versus being event, the frontline managers have to take center stage, though, during that 180 days we train them first mm-hmm, and We train them to to work with the salespeople and the real key is to make coaching a must. Do I can’t tell you the number of projects that I no question done myself in the past, where you know we suggested the company.

Now you guys, you got ta, get the managers coaching and everyone nodded their head, but it didn’t happen, and so what we’re doing is saying: that’s not a nice to do that’s a must do or what’s going to happen is whatever you learned in quote program will Be gone within 60 days after the program is over, so the manic, so our whole thing is actually a coaching system more than it is a training system.

So we explain that a little more because I do think – and I’ve had this conversation with a number of people, and I do think that most people do not really understand what coaching looks like in a professional business sense and especially, and that goes triple for for Sales coaching because most people, think of coaching or when you mention, if you’d say to somebody, you need to start coaching your people.

They tend to just fall back on whatever frame of reference they have from sports or from when they were when they were in high school. Oh yeah. Well, you know the coach just used to tell us what to do and then, if they told us, you know, tell us 20 times and then eventually we would do it and everything would be good. So then they go ahead and start telling people what to do which doesn’t work. So can you explain what does what is what does coaching really mean? What is coaching, and particularly, what is coaching in a sales management sense, you’re, absolutely right.

First of all, you really have to stand back to the point that you just made. You know it is not about telling people about something they need to do it’s about. Helping them learn something they need to do so. You’ve got to get off of this telling thing and getting on to the idea that you’re genuinely trying to help somebody learns and, and the biggest operational barrier to that is the managers just run out of time.

My manager has got so many things going on that coaching gets put off till Friday and then it never happens, and you can say well we’re going to change that. But but but I’ve tried it and in sooner or later it the gravity just drags it back. Because there are so many demands, the reward system is set up for closing that deal not for not for coaching one of the things that we did is said. You know you you’ve got to put in place a methodology for coaching that has a couple of things.

First of all, you need to train the management, how to coach, it isn’t high school football, so don’t be assuming just because these are really smart folks that they know the skills of coaching. So when we develop the training modules, we developed not only stuff for the reps, but but we develop specific modules on best practices approach. So that’s just on that one. I think anyone listening it’s almost it’s almost more dangerous to tell people to go off and start coaching who don’t know how to coach than it is to not have them coach.

You can make some serious mistakes and do some post interviews of why reps leave companies mm-hmm and usually there are some some very good examples. So, no don’t be sad just because the manager was just a top-flight rep and that’s usually where people tend to gravitate to get their managers. The assumption that a top-flight rep will automatically know how to coach when he’s declared a manager is just foolhardy.

That’s not clear thinking, so, yes, the first clear step, you know we believed was you’ve, got to get serious about having the managers go through some intense experiences. For example, we also build in a 180 assessment to get managers to get feedback from their people. Why? How are you doing Sally, and so we deal we deal with it with the skill development and we deal with the attitudinal part of giving the managers real feedback on.

So you think you’re, a pretty good coach. Why don’t you listen to your 12 reps and see what they think because often times it can be insightful and the other thing I think the key to it? Trying and making it happen is throwing the skill issue, but the time issue. So what we’ve done is say that coaching in the field is great, but the problem with it is takes a lot of time. You got ta get on an airplane, go someplace, so we’ve developed a way to do coaching online.

You know there are a tremendous number of learning management systems now that are really really good. I mean it’s not like the old days, where they’re great, absolutely great. We use rehearsal but they’re, like fifty others are available, but the point of all that is to say that you have to augment your your field best based coaching with some online process. So let’s say the manager determines the rep needs some additional skill development in handling objections.

Well, great, you know determine that. Have the the rep you know, make some articles about handling key objections submitted on article to the manager, the manager reades the article and then gives feedback to the reps via article? What’s it on what was good and what was not so good about that practice. Point well, you can get a heck of a lot of practice and feedback in. If you do it online versus jumping on the airplanes and flying halfway across the country now doesn’t replace, fill based coaching, but the point is to augment.

So those are. Those are the two things that I would say that if a company says you know dick what the Dickens would you do to make coaching better. I would really get serious about training the managers to coach, rather than assuming that they’re good at it, and I would build in 180 and 360 kinds of assessments, and I would find ways to augment by using too technology that is now using those yeah.

And I think the other part due to dick is that a lot of training in the past is always being set up, assuming that all selling is done face-to-face right as it used to be. But the reality is that that’s not the case anymore. A lot of selling is done online via zoom and what we’re using today and and it’s not because and it’s and he used to be at the very beginning, it was a computers, kind of a convenient thing for salespeople.

You know to some degree because you didn’t have to travel. You could save so much, but now it’s a customer preference in a lot of ways. We’re customers, we’ve had instances where the customer had said we you’re down the road. We’ll come see you! No! No! It’s fine, let’s just do it over soon. So I think using technology to coach is a good idea, because a lot of salespeople are now using technology to sell and a lot of sales training isn’t really adapted to that chair, that’s true! In 2019, what’s he going to be like 10 years? I mean first of all, the technology to do what we’re doing right today will be twice as good, and I think you know initially we got some pushback on like well.

You know my managers, don’t like that. That software stuff, you know they’re kind of old-school and I said well, first of all, let’s give it a shot because maybe they’re not quite as old-school as you think they are and we have known a trouble with it at all. Hmm, I mean it’s because a lot of people have bad experiences with some of the early systems which were like, we actually tried one and we had trouble with it to new.

It was just too complex, and so can you make a mistake yeah. So, if you’re going to do this, do a good search of the learning management systems and get one that does what you wanted to do versus one. That simply has all the bells and whistles 90 % of which you’re not going to use. And I think the other thing too is you? Obviously, you have to take your cues from customers right from buyers, because if, if a buyer wants to engage with you in a particular way, you try to force them to engage with, like somebody I talked to.

Somebody recently gave me a fantastic example. He said he was sitting in the car with this, with the sales guy that he he’d been coaching them or whatever, and the customer and there and the prospect texted the guy. Just a quick question right and immediately the sales guy called the customer right or the prospect prospect didn’t want to call prospect, took texted him and wanted a text back right, but he tried to force him into it.

He called him easily and it’s like that that misalignment and it’s like the same the same, what we’re just talking about. Sometimes you got to take your cues from the prospects and figure out how they want to be communicated. Well, some of those methodologies in the training ain’t an all bad idea. I think the third thing that we we did was we actually, which is the stuff that took us the most time is we actually, I spent about two years taking all of our basic skill modules and putting them on article hmm, you know so all the stuff.

Everything from business acumen to fundamental objection handling stuff, so that means that the sales rep can now, if the managers to the sales rep. Okay, you know you need a little bit of asking questions. We have a module on asking questions. They can turn on their iPhone. 10 minutes and take a look at best practices for that, and we have 38 of these things, and so the beauty of that is that is that every manager – and I think this point is important.

John today, every manager can individualize the training to their reps. The old days we used to customize the program, but all three hundred reps went through we’ve customized to the company enough. It was customized to the company, that’s right and people where, whereas when we stopped to think about it, you have to be able to customize it to the end and the only way we can figure out how to do. That is to put the stuff on on article, and that means that manager a can say to a given rep here are the three things you need to learn and they can pick three other skill sets mm-hmm the RET next door needs to learn and they’re all On their iPhone that, I think, is a substantial difference in delivery.

Yeah! No, I think that’s huge and it because at the end of the day you know, especially for especially for you know, experienced reps. I mean it’s, it’s tough if you put them through a standard program yeah, maybe it’s customized to the to the company, but they have to go through stuff that they’re already really good at and maybe they have to. You know go through half but before they get to bits that are actually useful for them, but the the way you’re outlining to be able to give people specifically like surgical, targeted bits of training that address their specific need, you’re going to get much better adoption.

For that too, it’s it’s a big deal because you know, particularly in today’s market. You know with how complex the selling process is. You have differences of skill sets from you know. Very you know young people that are in their twenties. The older folks are they’re in their 50s. You have different generations, which are which are used to learning in in different ways and to say well we’re going to put you all through that program in Phoenix Arizona, use some powerpoints, but not too hard, so yeah.

So we think you know, I think, the three themes of the thing about thinking about it as a continuous process versus stuff. In an event, the idea that stop kidding yourself, the coaching is a must do – is the second and the third is the trainings got to be available anytime anyplace and it has to be customized to the individual. That, I think, is the substantially different set of ideas. I love that idea of it being on the smartphone, because I think, because one of the things that I bump up against all the time is this idea, people think they’re so busy right, we’re busier than we’ve ever been and I’m like are we dough? Is it more that we’re more distracted than we’ve ever been, but the reality is that we become so reliant on these things that producing your short articles targeted at my training available on my smartphone.

It’s a higher probability, I’m going to access that when I’m sitting in an airport or at lunchtime or whatever it is, then it then, if I have to if it’s something more complex than I have to access well, we had a great example that one one of Our clients called Saturday, the other advantage of that is this also a real-time. You know the guy was almost one of his reps was about to make a call and uh and said you know he knew the call was going to have a lot of objections, so he just he just had just at his car and the module is 10 Minutes long, so he sat him and listen again to the module before the call, so you can literally go back over the content.

It’s all been quite a lot of time. It condensed down to a ten minute thing: you can. You can do the learning exactly when you need it and again pretty important yeah at the point of impact yeah I mean that’s, that’s fantastic. I mean to be able to do that to sit in your car for 10 minutes before the meeting and you know get to get up to speed on objections or whatever it is that you think is going to come up.

It’s fantastic, listen! We’re bumping up against the end of our time, dig so level. Five selling calm is the. Is the website there’s anything else. You want to tell people about level five website. We have lots of stuff on there. We have. We have a little written. A lot of articles, those you can get free by going to whether easiest way to get that is, go to my LinkedIn site, Richard roof on LinkedIn and there’s a whole bunch of articles.

You’re free. You know you can download those those constitute the sort of core material around which we built the modules. So that’s that’s all you can have for, and I love deeply you’ve also got merchandise. That’s the first. I see you’ve got all profits go to prevent child abuse. America, okay, that’s fantastic! So there you go, you can get scales, you can get a cool t-shirt, long sleeve t-shirt whatever, and it all goes through, because so on the one hand the training goes towards helping you make more money when you’re selling and if you buy some merchants or it Dies, it goes to help prevent child abuse there.

You go perfect great combination, John. I just thank your audience and John thank you again for giving an opportunity to to chat with your audience. Yeah. Absolutely. My name is John buildin says pop online says magazine. Kiona conc offer another expert interview really soon. Thank you be good.


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Interview with Carla Nemr | Global Head of Business Development

Thank you for taking the time out to talk well, thank you for having me here. How are you I’m fine, good, good, good, okay, so Carla? I think the first thing for us to talk about is a typical day in your role. So what would a typical day look like for you? What are the kind of responsibilities that you’re doing on a day to day basis, yeah so so, via in the guiding to what I do are usually on on daily basis? There are a lot of may be passed and priorities that I should look into.

So I try to maybe divide the FASTA to different days or we even mix the reason. Why is because I look into a different market globally, so, starting off, like I develop individual plans with the county managers for each country or region that they take care of, and then I have also evaluates the market trends and provides the appropriate support to product development With you and of course I do provide some training and maybe guidance to the team so to also overcome some development issues.

Let’s say we do some weekly meetings or monthly meetings to discuss what challenges each market is facing in every county or region, and we try to find solutions for that as well together, I also so I’m just going to answer what you’re saying is that I’m you Actually go in with a tailored approach for each market so for the different country managers. You have to tailor it to the clientele there are in that country.

Yes, okay, so there’s a lot of work going in. Yes, of course, yeah! So that’s why we need to also always work together. It was you know everything when you, when you try to over look to a global market, you need to listen and understand every individual market. You know how you can approach it. You know because every market has different tradition, difference the culture different, try, a type of marketing tools, approach, etc.

So we need to always communicate together as a thing. So it’s a real Tyler, the pro yeah. It is in addition to that. I analyze the business strategies and develop improvement plans, so I can also provide the right support for the you know: the growth of the business. So we also, of course, when I gather all the information and the challenges or issues. So I also try to coordinate that with a management team to maintain as well the quality of service that we provide for every individual market and to maintain, of course, the budgets that we need to allocate for those countries.

So it’s about maintaining the consistency as yes correct. If we look at the technology side as well, I need today is also the IT department in order to maybe inform them about the latest technology that we need to provide for our their clients different. They also in every market. If you look at Asia, they they may be discussed about copy trading or even mena or a Latin America, so every individual market also is they need for certain technical tools.

So we need to always communicate with our IT department in order to provide the most innovative tools and products for our clients Wow. So that’s actually quite a huge scope of activity that you’ve got to cover. And what do you feel? That’s the most important thing for your team to focus on and what are your priorities to offer you anyway? What do you feel your priorities towards the traders? I believe there are a lot of maybe key points that I try to communicate.

It with my team, in order to provide the best service that we can, because at the end of the day we are the online financial trading company. So in that matter you are not offering a tangible product. So, therefore, you need to focus on the service that you provide to clients or traders. So the one of the maybe key services that we need to focus on is education is education, so in cooperation, of course, the marketing department we try to see.

Maybe each market also individually, what type of webinars they would look into educational webinars course. Also, we try to be offline as well, so we target different markets by going on on the ground being they’re present as well and provide them the educational seminars that they might require. So we have a lot of, for example, beginners traders that they need to understand. More that is about you, know the risk of this market of this industry before they get into that market.

So we try to provide them the most information possible for them to make the right decision in order to see whether it suits them or not. That’s for the education part. Now we talk about services. We need also to maintain the quality of communication with our traders. We need to understand the needs and requirements for them in order to provide the best service for those daters and then again, we look also for each market individually.

We do not provide the same service for all markets, because every market, as I said before, as a way a different way of approach, the first thing than your presence as well on. If you look at the technology part as well, so you need to be present on social media and therefore we have to look into how we present our services by providing the right information to our clients from the business development side.

We are active of social media, so traders all over the world can understand what signals vision is also can also get close in communication with the Wrights business development, whether he’s the county manager, the salesperson or the customer support. So we try to understand the need for each market and be there as well active on social media. I mean, if you want to reach the global markets, you need to be present there, so they need to see with who they’re dealing with.

So it’s really important to be active on social media. What images you are giving or representing the company and do you think it’s important that they have that accessibility as well to the company? So it’s more about the transparency, so people always kind of be in contact. Should they have communications more about it for immediate communication? Yes, they do nice. So that’s a that’s, a very kind of comprehensive approach that you have so Carla.

What I’m hearing is that a lot of emphasis is put on education and making sure the traders know what they’re doing so. What do you feel are the current needs of the traders and how do you make sure that your team caters to that? Okay? If we look at different type of traders, say, for example, we start off with the beginners or the guys that they want to learn more about ratings. They’ve heard they tried for some times and they want to learn more yeah.

So what my team does, or maybe the needs for the trader to start learning more about trading – is to walk them through basically the platform you do to understand more how to place a trade. What are there is that also they might encounter. They can also ask. Maybe about different type of technology on the platform that, if you could say like leverage, margin, etc, so those guys are there to help them walk them through from A to Z, then the trader obviously need to understand also the cost, so they do ask sometimes, if We’re talking also about advanced traders, they come and they look for.

What are the cost for the spreads? You know what’s the leverage that they can be entitled for now with the Asthma, so they need to understand how they can be converted to professional clients or not yeah. If they are details, what leverage their they get. So the team is to explain to them and maybe to walk them through the whole registration process. So every trader has its different needs and we make sure that every trader will find the right tool and services that they they would be looking for mm-hmm.

And what about tick well as a whole with regards the condition, so the spreads the leverage, the margin requirements, how does tickle to a plethora of clients with their conditions? Nowadays, I mean there is a lot of competition in the market and the competition market requires to be maybe the the broker that you should be getting or maybe offering the best lower spread, offering the leverage that the trader will look into it.

Also, the regulations, a lot of clients they would come and ask where are deregulated if it’s an FCA company or broker or if it’s a officer a license as well so check, may try it’s best to provide the most innovated products as well. So the more variety of products, the better for the traders to have more options in order to see how they can or maybe which products to look into and trade. They tried as well to have the best execution with this competition.

You need to always offer the best execution as well, in addition to the spreads of the low-cost of spread and the leverage that they would be looking into so and not to mention at the segregated accounts that the clients would feel more safe once they found their Money in order to place some trade, so those may be points tick – may try to focus on in order to be competitive in the market. So it’s kind of the fundamental things that you’re addressing in that case, so the the conditions that will allow them to excel and also the putting in place the procedures that will allow them to feel safe while they’re trading, bringing all the bases very good, very good.

So, with regards to the team that you’re the you monetarily work with directly, how is the team organized and how do you could you also talk us through the process of onboarding, a client yeah, so we have different. My actually team is consist of different departments. The reason why I have different departments is to try also to give like a customized service for every individual may be type of clients, so we have, for example, the activation department.

If you have partnership departments – and we have County managers and customer support yeah and not to mention also the technical analyst guys as well – that they provide educational, webinars and seminars to the traders, so once the client gets one boarded, we have an activation team that would Help the client to be to go through the registration process, starting from filling the form online, sending the KYC documents that I documents for the everyday market gets approved and then they’re ready to start just free traders to understand kyc what does kyc meaning.

It means that the doctor, the right documents for know your client, basically abbreviation of know your clients at the right documents for every trader in order for them to get approval so once they get the approval they get their account activated. So they need to be. You know approved from the compliance point of view. They have a distasteful registration form to help. You provide the right information about their profile, then the documents and then once the documents are correctly submitted, then that counts as a right to be approved.

And after that, that’s a there will be they did to funded his account and start writing nice. Okay, yes, regarding to the other departments, so we have also partnership departments with the partnership department focuses on maybe retailer search, think the idea or maybe partners. So the partners, usually they look into providing clients or maybe refer to friends or they would like to introduce business, but it’s they can either trade as well or maybe just focusing on and growing their businesses yeah.

So those guys that are they have some connections and it would like maybe to introduce them to tickles, so they are called partners or IDs introducing brokers, so those guys and a partnership Department. They make sure that every IDs that, despite that providing the rights, also information for the clients before they get embroidered, they also get some rewards from Dickman once they introduce their clients at say this to us.

You do and the track is dependent also they ensure that the ideas they get may be the right material, so they can ask in there from their side to provide it to their clients right. Okay, we have also the county managers, so county managers are mainly focusing on every individual market they’re assigned to allocate the to yeah, so they do the business development for that market. They study the market, they see what are their eyes approach for stickmen to guess in that markets expand the business there yeah, so they do analyze.

They look at the competition there. What are the right to products, services and marketing budget that we need get for that market and they come forward, so we came together, maybe build that business in the countries or regional they’re taking care of Wow. Okay, you try to always provide, and maybe listen through. Also, the traders, what exactly they need. I mean we try to provide what the client is asking for.

Yeah, I mean there’s no point of just focusing on certain things that the trader would never take into consideration while his focus is somewhere else. So you need to have a very efficient communication with your traders, especially if they’re advanced experienced traders, so they are the best people to hear feedback from in order to provide your onion improve to always services to the client and social media gives you those open blogs Of communication, yes, we do forth and through laxity yeah and I’m guessing that tool must trigger down into your team, so you’re encouraging your team to actually use social media to engage with their clients, to possibly open up more markets and to be a gamification blog yeah.

My team they’re quite active on social media. They try to always the present right image for each individual. We have also some information may be posted about the profits, the volume, the trading volume of the company every now and then because it’s been important for the traders who maybe to compare to compare signal with other brokers as well. So he can make the right. The decision where he would like to maybe invest response nice.

So could you tell me a little bit more about your team, so we’ve been talking about the tools that you’re using to engage with your clients. But how specifically do you organize your team and how do you structure the team and was the onboarding process like so when it’s someone first comes to a member of your team, all the way through to when they’re actually trading with you as a client. So my team consists of different departments.

The reason why we have divided different departments into different tasks: educator needs of each group by the clients. So, for example, we have the activation department. They are the first, the department that will be in contact with the client so that what the client wants. This shows interest of opening an account with us or they’re registering with a company. They get in contact with him and they try to accommodate his needs from a to Zed, so starting off from the registration form and then later to submit his documents as well.

So they walk. Will they walk the client through the whole process until he gets approved and he’s ready to open the account to find the right account as well for him, because we have different types of accounts, so he would be in contact with that account manager in order to Give him the right information to make his decision, which type of accounts and whether the client is approved, so he can start saving on the phone.

Okay, the other department would be. We have another Department called apart. So in the partnership Department, it is the partnership Department. They take care of all our partners and ideal, so we do also have a department that calls county managers Department, those County manager. They get involved more into developed business in every individual market right, so they look into, for example, Asia.

They look into Africa, Latin America. Maybe MENA region, so they try to study the market analyze, what the market needs and then they communicated together. I mean we communicated together, so we can see what are the right approach in order to expand the business in each individual country. Wow. Okay. Well, I think that’s we’ve covered quite a lot today and that’s probably all we’ve got time for so I’d like to thank Carla for coming to talk to us today.

It’s been a wonderful day and you’ll be hearing for some more of the tin wall team. Very very soon have a nice day bye,

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