Going above and beyond the call of duty
Five PCCW account managers clinched awards in the telecommunications sector and nominees from Hong Kong CSL won three. One contestant from both firms won an Outstanding Young Salesperson Award (OYSA).
PCCW's OYSA winner, King Au Kin-hing, who joined the firm two years ago, said: ' I always tailor my service to meet their specific needs and help customers find products that will be most useful to them. To do so, I must know every customer's business very well.'
Hong Kong CSL's senior 1010 centre officer, Janice Wong Sui-chi, who joined the firm in 2005, also won the OYSA award. She said her strengths were a 'never-give-up attitude, a willingness to serve customers from the heart and aspiration to be No1'.
'Being able to build rapport and maintain good customer relations enables me to arouse customers' buying needs and help them make purchasing decisions. Product knowledge and all-around technical know-how are also essential,' she said.
The DSA winners include Alice Ma Hui-ying, who joined PCCW in 2005. 'I am energetic and passionate, which makes customers confident that I genuinely want to help them and can do so. It is also important that I impress them with good knowledge of our wide range of products. This is crucial to helping me build long-term relationships with customers and to win their trust,' she said.
Gladys Siu Suet-lai joined PCCW in 2001. 'A must for any sales professional is good knowledge of your company's products. Also essential are a good understanding of what a customer needs, and a relationship built on their trust in you. These increase your chance of success, no matter what product you are selling.'
Davy Chan Tsz-chik and Harris Wong Lap-kong took up professional sales when they joined PCCW. Mr Chan, who has been with PCCW for 18 months, said: 'I think I won the award because I am a composed person and have lots of drive and initiative. These help me serve my customers to the highest standards. If a salesperson has confidence and drive, he or she is well on the path to success.'
Mr Wong, who has been with the company for four years, said: 'The ability to present well and grab customers' attention is essential. I always tailor my service according to customers' needs and make sure I deliver what I promise.'
DSA winners Sam Cheng Sum, sales manager, 3G and mobile data services, and Bryan Kam Leung-tak, corporate sales manager, joined Hong Kong CSL in 2001 and 2006 respectively. Mr Cheng said: 'For the telecoms industry, it is also important to have all-round knowledge and technical know-how so we can help customers make the right buying decisions.' Mr Kam agreed. 'It is important that we pay attention to a customer's buying experience and expectations and get a good understanding of their needs so as to help them make the right choices,' he said.
