Sequence ofOur Time Together Separate Know Your yourself from Audience the crowd Change the Active listening Dynamic
It Is Not About You!• Largest Complaint Harvard Business Review Study “Sales people do not listen ”• Know Your Audience• Pattern Interrupt• Active listening Paraphrasing Restatement• 3 Elements of communication
It’s Not About You!• 30/70 Rule! “About Them” Not Me!• Take Off Pressure Don’t Be So Eager• Know your audience• Your value as a sales professional (and ultimately your success) is determined more by the amount of information you gather rather than by the amount of information you dispense
The Art of Upfront Contracting (UFC)• The UpFront Contract is all to your advantage• Interrupts the pattern – throws the prospect off balance• Gives you control – the prospect is comfortable and feels in control• It is Painless, Honest & Effective
Elements of A UFC ContractA “appreciate” your timeN naturally you have ?’s of “me”O obviously I have ?’s of you”T typically 2 things happen Thank You Client No is OK! Agenda Or we decide next steps Next StepsRule: Begin and end everyMeeting with an UFC! Productive Your Agenda
Elements of Communication• Words __% 7• Tonality 38 __%• Body Language 55 __%
Know Your Audience C D Cautious Dominant Thinker S I Stable Influencer Relator
How to identify C – style: How to identify D – style:• Precise, exact, analytical • Decisive, tough, impatient• Logical, systematic • Strong-willed, competitive• Quiet, does not express emotions • Demanding, independent• Careful, formal, disciplined • Direct, does not listenDO: DO:• Give detailed information • Give immediate feedback• Answer questions patiently • Concentrate on subject• Give time to think and decide • Maintain result-orientationDO NOT: DO NOT:• Keep information to yourself • Frustrate his/her desire to take action• Pressure for immediate decisions • Restrict his/her power• Be too chatty • Spend time on non-essentials Know Your How to identify S – style: Audience How to identify I – style:• Calm, steady, laid back • Sociable, talkative, open• Careful, patient, amiable • Enthusiastic, energetic• Listens carefully, sincere • Persuasive, spontaneous, impulsive• Modest, indecisive, trustworthy • Emotional, talks more than listensDO: DO:• Slow down, take your time • Show enthusiasm, smile chat• Provide assurances and support • Focus on the positive, make it fun• Give enough time to decide • Let him/her talkDO NOT: DO NOT:• Be restless, pressure for action • Put down his/her enthusiasm• Make sudden changes • Focus on the details• Fail to deliver on the promises • React negatively; remain positive Copyright 2005 –Extended DISC N.A. Inc
Ineffective Listening Habits• Lack of focus – your thoughts are elsewhere• You think you know what will be said next (finish sentences)• Feel you already know the situation before they tell you everything• No signs of listening (Non Verbal Skills)• Distracted – by the environment• Thinking about what you are going to say next
Active Listening Phrases• It Sounds Like…• What I hear You Saying…• Let Me Make Sure I have this clear…• I want to make sure we are on the same page…• Just so I understand let me repeat what I just heard…
Establishing RelationshipsClients are more knowledgeable and less trustingKnow your audienceWhat people rememberPeople want to be heard and understood All things being equal, people will do business with, and refer business to, people they
It’s Not About You – Key Strategies• Get client comfortable• Know your audience• Start having 30/70 meetings• Take the pressure off (UFC)/Pattern Interrupt• People buy from people they know, like and trust.
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