A Soft Sale: Using Proven Sales Strategies to Build Training Commitment Susan Lowman-Thomas Human Resource Officer Idaho D...
The Sales Steps <ul><li>Qualify : Gather data about prospect’s needs and  resources  </li></ul><ul><li>Envision :  Create ...
The  Perfect  Training Scenario <ul><li>What does it  </li></ul><ul><ul><li>Look like? </li></ul></ul><ul><ul><li>Sound li...
A Sale vs. A  ______________ <ul><li>Don’t focus on  ____ - ______  event </li></ul><ul><li>Focus on  ____ - ______  relat...
Some Basics <ul><li>Use a  ________   (made up mostly of questions) </li></ul><ul><li>Get in an  _________  mood </li></ul...
Listen, Listen, Listen <ul><li>People think based on  ________ , but often act on  ________ </li></ul><ul><li>Find out wha...
Qualify <ul><li>Gather data about prospect’s  _____  and  __________ </li></ul><ul><li>You don’t want to pursue a lead tha...
Types of Prospects Red: Yellow: Green:
Questions to Qualify <ul><li>Who … wants this done? …has approval authority? ...will claim responsibility for results?.......
Envision <ul><li>Create compelling  ________  of desired outcomes </li></ul><ul><li>Connect  ______ /emotions/ _______ </l...
The vision should be <ul><li>Clear  </li></ul><ul><li>Detailed </li></ul><ul><li>Made up of multiple senses </li></ul><ul>...
Let’s Envision Person A :  Pretend you are a terrific  Green Light Manager. Person B : Ask the manager to describe a  perf...
Help create an  emotional  response  to the scene <ul><li>How does it make you  ______ ? </li></ul><ul><li>How does it aff...
<ul><li>Echo the  Emotions </li></ul><ul><li>Restate the emotions cited above. </li></ul><ul><li>Person B :  Paraphrase an...
Propose <ul><li>Identify steps needed for reaching perfect scene: </li></ul><ul><ul><li>Learning outcomes </li></ul></ul><...
Exercise:  The Property Tax Commission’s Call Center <ul><li>You’ve just worked through the qualifying and envisioning por...
<ul><li>Smiles, calls answered before 3 rd  ring </li></ul><ul><li>Permission to put on hold; no hold > 30 sec </li></ul><...
Your task: <ul><li>Propose the steps needed to get to the  Perfect Scene  for t he Property Tax Commission’s Call Center :...
Persuade <ul><li>Demonstrate how proposal will bring outcomes </li></ul><ul><li>Guide person toward adopting your proposal...
Your task: <ul><li>Provide specific justifications how each step in your proposal will bring the desired outcomes.  Always...
Respond <ul><li>Obstacles are those terrible things you see when you take your eyes off the goal.  Hannah Arendt, politica...
Questions for Responding <ul><li>Why do you feel that way? </li></ul><ul><li>What would make you satisfied? </li></ul><ul>...
Some Responses <ul><li>Always return to the vision </li></ul><ul><li>You appear to be very committed to creating the perfe...
Your task: <ul><li>Build a list of  possible objections  the supervisor might come up with.  Then build a  list of possibl...
Close <ul><li>Closing is the chance to use ongoing  _____________  to “clinch” the deal. </li></ul><ul><li>Closing is the ...
Closing Questions <ul><li>Is it better to start right away or wait till the first of the month? </li></ul><ul><li>While I’...
The Sales Steps <ul><li>Qualify : Gather data about prospect’s needs and  resources  </li></ul><ul><li>Envision :  Create ...
Your task: <ul><li>Please identify  three (3)  things from this presentation that you’ll share with your colleagues. </li>...
Thank you.  Thank you very much.
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Lowman Thomas Final

  1. 1. A Soft Sale: Using Proven Sales Strategies to Build Training Commitment Susan Lowman-Thomas Human Resource Officer Idaho Division of Veterans Services August 2007
  2. 2. The Sales Steps <ul><li>Qualify : Gather data about prospect’s needs and resources </li></ul><ul><li>Envision : Create compelling visions of desired outcomes </li></ul><ul><li>Propose : Identify steps needed for attaining outcomes </li></ul><ul><li>Persuade : Demonstrate how proposal will bring outcomes </li></ul><ul><li>Respond : Encounter and defuse objections </li></ul><ul><li>Close : Use ongoing commitments to clinch the deal </li></ul>
  3. 3. The Perfect Training Scenario <ul><li>What does it </li></ul><ul><ul><li>Look like? </li></ul></ul><ul><ul><li>Sound like? </li></ul></ul><ul><ul><li>Feel like? </li></ul></ul><ul><ul><li>Smell like? </li></ul></ul><ul><ul><li>Taste like? </li></ul></ul>
  4. 4. A Sale vs. A ______________ <ul><li>Don’t focus on ____ - ______ event </li></ul><ul><li>Focus on ____ - ______ relationship </li></ul><ul><li>Talk about _______ </li></ul><ul><li>Show the _________ of having a relationship with you </li></ul><ul><li>Focus on what the _________ wants from you, not on what you want from the person </li></ul><ul><li>Ask “How can I best be of _________ to this person today?” </li></ul>
  5. 5. Some Basics <ul><li>Use a ________ (made up mostly of questions) </li></ul><ul><li>Get in an _________ mood </li></ul><ul><li>Converse ( ____ - way) </li></ul><ul><li>Be ___________ </li></ul><ul><li>Never ____________ </li></ul><ul><li>Most important … </li></ul>
  6. 6. Listen, Listen, Listen <ul><li>People think based on ________ , but often act on ________ </li></ul><ul><li>Find out what ________ the person holds dearest </li></ul><ul><li>Show how they’ll be ____ or ________ </li></ul><ul><li>Listen with the purpose of _____________ , not creating a response </li></ul><ul><li>You can’t _______ while you’re talking </li></ul>
  7. 7. Qualify <ul><li>Gather data about prospect’s _____ and __________ </li></ul><ul><li>You don’t want to pursue a lead that won’t result in _____ ___________ </li></ul><ul><li>You want to make sure this _____ ___ ______ for your involvement today </li></ul>
  8. 8. Types of Prospects Red: Yellow: Green:
  9. 9. Questions to Qualify <ul><li>Who … wants this done? …has approval authority? ...will claim responsibility for results?....will be champion? </li></ul><ul><li>What … money is allocated? …other resources are available? … </li></ul><ul><li>Where … will this be done? … </li></ul><ul><li>When … will decision be made? …are results expected? …will evaluation be done? </li></ul><ul><li>Why … does management want something done? … </li></ul><ul><li>How … will this be evaluated? … </li></ul>
  10. 10. Envision <ul><li>Create compelling ________ of desired outcomes </li></ul><ul><li>Connect ______ /emotions/ _______ </li></ul><ul><li>Creative ________ uses _____ images and _______ thinking to achieve _______ . </li></ul><ul><li>Why use creative visualization ? Because it works. </li></ul>What you see, you can achieve.
  11. 11. The vision should be <ul><li>Clear </li></ul><ul><li>Detailed </li></ul><ul><li>Made up of multiple senses </li></ul><ul><li>Focused </li></ul><ul><li>Vivid </li></ul><ul><li>Like a movie </li></ul>Everything happens to us twice: first on the inside then the outside.
  12. 12. Let’s Envision Person A : Pretend you are a terrific Green Light Manager. Person B : Ask the manager to describe a perfect workplace in his/her unit. <ul><li>What does it </li></ul><ul><li>Look like? </li></ul><ul><li>Sound like? </li></ul><ul><li>Feel like? </li></ul><ul><li>Smell like? </li></ul><ul><li>Taste like? </li></ul>
  13. 13. Help create an emotional response to the scene <ul><li>How does it make you ______ ? </li></ul><ul><li>How does it affect your view of yourself as a __________ ? </li></ul><ul><li>How would you feel telling your ________ about this? </li></ul><ul><li>How would you feel talking about this with your ________ ? </li></ul><ul><li>What would it be like reading about it in the _______ ? </li></ul>Person B : Ask these questions of the Green Light Manager Person A : Thinking about that perfect workplace, provide specific answers
  14. 14. <ul><li>Echo the Emotions </li></ul><ul><li>Restate the emotions cited above. </li></ul><ul><li>Person B : Paraphrase and re-state the emotions you just heard described. </li></ul><ul><li>Person A : Give feedback. </li></ul><ul><li>LIST OF EMOTIONS </li></ul><ul><li>Acceptance, Amusement, Anticipation, Awe, Calm, Comfort, Contentment, Confidence, Courage, Desire, Delight, Elation, Euphoria, Ecstasy, Friendship, </li></ul><ul><li>Glee, Gladness, Gratitude, Happiness, Honor, Hope, Humility, Joy, Kindness, Love, Liveliness, Nostalgia, Pride, Peace, Patience, Relief, Surprise, Yearning, Zest </li></ul>
  15. 15. Propose <ul><li>Identify steps needed for reaching perfect scene: </li></ul><ul><ul><li>Learning outcomes </li></ul></ul><ul><ul><li>Training methods </li></ul></ul><ul><ul><li>Personnel </li></ul></ul><ul><ul><li>Equipment / materials </li></ul></ul><ul><ul><li>Schedule </li></ul></ul><ul><ul><li>Expenses, including travel </li></ul></ul>
  16. 16. Exercise: The Property Tax Commission’s Call Center <ul><li>You’ve just worked through the qualifying and envisioning portion of your “sale” with a supervisor of 23 frontline employees in a call center associated with your county’s property tax office. These are citizens’ first contact with the agency when inquiring about property taxes. Prompted by your questions, she envisions her perfect workplace scene . </li></ul>
  17. 17. <ul><li>Smiles, calls answered before 3 rd ring </li></ul><ul><li>Permission to put on hold; no hold > 30 sec </li></ul><ul><li>Approved response; genuine query; echo </li></ul><ul><li>Empathetic response to upset callers </li></ul><ul><li>Solutions followed by query </li></ul><ul><li>Closure with thanks, name, #, invitation to call </li></ul><ul><li>Proper documentation </li></ul><ul><li>Assigned work between calls </li></ul><ul><li>Breaks with positive, respectful behavior </li></ul>
  18. 18. Your task: <ul><li>Propose the steps needed to get to the Perfect Scene for t he Property Tax Commission’s Call Center : </li></ul><ul><li>Who: </li></ul><ul><li>What: </li></ul><ul><li>Where: </li></ul><ul><li>When: </li></ul><ul><li>Why: </li></ul><ul><li>How: </li></ul><ul><li>How Much: </li></ul>
  19. 19. Persuade <ul><li>Demonstrate how proposal will bring outcomes </li></ul><ul><li>Guide person toward adopting your proposal </li></ul><ul><li>Tie benefits directly to vision </li></ul>
  20. 20. Your task: <ul><li>Provide specific justifications how each step in your proposal will bring the desired outcomes. Always return to the vision of the perfect workplace. </li></ul>
  21. 21. Respond <ul><li>Obstacles are those terrible things you see when you take your eyes off the goal. Hannah Arendt, political theorist </li></ul><ul><li>Objections = signs of _______ </li></ul><ul><li>Objections help you _______ buyer in solutions. </li></ul><ul><li>Objections give you chance to show how ______ they are in relation to _________ . </li></ul>
  22. 22. Questions for Responding <ul><li>Why do you feel that way? </li></ul><ul><li>What would make you satisfied? </li></ul><ul><li>What can we do to overcome that? </li></ul><ul><li>Can you help me understand how that matters in light of the results? </li></ul><ul><li>Always return to the vision </li></ul>
  23. 23. Some Responses <ul><li>Always return to the vision </li></ul><ul><li>You appear to be very committed to creating the perfect call center. Am I now hearing that there are things more important than that goal? </li></ul><ul><li>I guess I’m confused. You said earlier that your lifelong dream was to lead a polished group of professionals to setting new standards in customer care. Are you now saying that this dream is not something you want to vigorously pursue? </li></ul>
  24. 24. Your task: <ul><li>Build a list of possible objections the supervisor might come up with. Then build a list of possible responses , which return the supervisor to the vision of the perfect workplace. </li></ul><ul><li>Always return to the vision </li></ul>
  25. 25. Close <ul><li>Closing is the chance to use ongoing _____________ to “clinch” the deal. </li></ul><ul><li>Closing is the chance for the prospect to ____ on his / her dreams and for you to help make them _________ . </li></ul>
  26. 26. Closing Questions <ul><li>Is it better to start right away or wait till the first of the month? </li></ul><ul><li>While I’m here, should I begin some of the preliminary work today? </li></ul><ul><li>May I allocate two days early next week to start my interviews? </li></ul><ul><li>Can we proceed? </li></ul>
  27. 27. The Sales Steps <ul><li>Qualify : Gather data about prospect’s needs and resources </li></ul><ul><li>Envision : Create compelling visions of desired outcomes </li></ul><ul><li>Propose : Identify steps needed for attaining outcomes </li></ul><ul><li>Persuade : Demonstrate how proposal will bring outcomes </li></ul><ul><li>Respond : Encounter and defuse objections </li></ul><ul><li>Close : Use ongoing commitments to clinch the deal </li></ul>
  28. 28. Your task: <ul><li>Please identify three (3) things from this presentation that you’ll share with your colleagues. </li></ul>
  29. 29. Thank you. Thank you very much.

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