Engaging Dialogue<br />How to build sales by asking better questions and really listening to customers<br />
Let’s be frank about Frank<br />
So where were we?<br /><ul><li>Learn to love your inner sales person
Low hanging fruit is not a great business strategy
Your sales function is as good or bad as we make it</li></ul>Boston 2008<br /><ul><li>Use stories to engage your customers
Data explains Stories inspire
Invest time in discovering your sales story</li></ul>San Francisco2009<br />
How do I know which stories to share with which customers ?<br />
The purpose of dialogue is to <br />reach a mature understanding of  what the client values most.. <br />
My Key Message Today<br />Quality<br /> of <br />Dialogue<br />Quality of<br />Customer<br />Acquisition<br />
Dialogue Builds Rapport<br />When there is little or no difference in the perceived value offered between the two or more ...
Dialogue builds faith in your product<br />The customer’s faith in your product as a solution to their problem is directly...
Customers have a unique perspective <br />
Dialogue opens up new possibilities<br />
What type of marketplace are you operating in?<br />Differentiate<br />The Dream<br />Established Need<br />High Burn/Hi R...
Differentiate<br />Living Dream<br />Established Need<br />High Burn/Hi Risk<br />Evangelists<br />Competition<br />
Differentiate<br />  The Dream<br />Established Need<br />High Burn/Hi Risk<br />Evangelists<br />Competition<br />
Differentiate<br />The Dream<br />Established Need<br />High Burn/Hi Risk<br />Evangelists<br />Competition<br />
Differentiate<br />The Dream<br />Established Need<br />High Burn/Hi Risk<br />Evangelists<br />Competition<br />
Why we need to talk about performance<br />
47<br />Seconds<br />
How well do we really know our customers?<br />
What do we need to know about <br />Hard Data<br />Contact/Product/ Company/Business Sector/Location/Product downloads<br ...
How well do we really know our customers?<br />Needs<br />Drivers<br />Aspirations<br />
Needs<br />Function<br />Timescale<br />Scalability<br />Integration<br />Affordable<br />Result<br />
Ego<br />Security<br />GAIN<br />Ease<br />Belonging<br />Drivers<br />
Ego<br />GAIN<br />Security<br />Belonging<br />Ease<br />Answering the need behind the need<br />
Security<br />Ego<br />GAIN<br />Belonging<br />Ease<br />
Aspirations<br />Project<br />Team<br />Personal<br />
More than asking questions........<br />
  Some really important guidelines for creating a better dialogue with clients<br />
#1 JFDI<br />Molly  Says<br />
Rule # 2 Selfless Questioning<br />
#3 Have a  Questioning Strategy<br />Experience & Enquiry<br />Business and Project<br />Utility<br />Options<br />Values<...
# 4 Ask simple, direct, open, questions and.....<br />Listen!<br />
Hard wire the Dialogue Habit into your culture<br />Revenue<br />Growth<br />Feedback<br />Loyalty and CHI<br />
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Bo s2010 p kpptx

  1. 1. Engaging Dialogue<br />How to build sales by asking better questions and really listening to customers<br />
  2. 2. Let’s be frank about Frank<br />
  3. 3. So where were we?<br /><ul><li>Learn to love your inner sales person
  4. 4. Low hanging fruit is not a great business strategy
  5. 5. Your sales function is as good or bad as we make it</li></ul>Boston 2008<br /><ul><li>Use stories to engage your customers
  6. 6. Data explains Stories inspire
  7. 7. Invest time in discovering your sales story</li></ul>San Francisco2009<br />
  8. 8. How do I know which stories to share with which customers ?<br />
  9. 9.
  10. 10. The purpose of dialogue is to <br />reach a mature understanding of what the client values most.. <br />
  11. 11. My Key Message Today<br />Quality<br /> of <br />Dialogue<br />Quality of<br />Customer<br />Acquisition<br />
  12. 12. Dialogue Builds Rapport<br />When there is little or no difference in the perceived value offered between the two or more products you will buy from the person you like the most.<br />The most interesting people you will ever meet will be the people who are most interested in you<br />People like to be sold to in their own language not yours<br />
  13. 13. Dialogue builds faith in your product<br />The customer’s faith in your product as a solution to their problem is directly proportional to how well they believe that you understand their problem<br />
  14. 14. Customers have a unique perspective <br />
  15. 15. Dialogue opens up new possibilities<br />
  16. 16. What type of marketplace are you operating in?<br />Differentiate<br />The Dream<br />Established Need<br />High Burn/Hi Risk<br />Evangelists<br />Competition<br />
  17. 17. Differentiate<br />Living Dream<br />Established Need<br />High Burn/Hi Risk<br />Evangelists<br />Competition<br />
  18. 18.
  19. 19. Differentiate<br /> The Dream<br />Established Need<br />High Burn/Hi Risk<br />Evangelists<br />Competition<br />
  20. 20.
  21. 21. Differentiate<br />The Dream<br />Established Need<br />High Burn/Hi Risk<br />Evangelists<br />Competition<br />
  22. 22.
  23. 23. Differentiate<br />The Dream<br />Established Need<br />High Burn/Hi Risk<br />Evangelists<br />Competition<br />
  24. 24. Why we need to talk about performance<br />
  25. 25. 47<br />Seconds<br />
  26. 26.
  27. 27. How well do we really know our customers?<br />
  28. 28. What do we need to know about <br />Hard Data<br />Contact/Product/ Company/Business Sector/Location/Product downloads<br />Soft Data (DNA)<br />Aspirations<br />Drivers<br />Needs<br />
  29. 29. How well do we really know our customers?<br />Needs<br />Drivers<br />Aspirations<br />
  30. 30. Needs<br />Function<br />Timescale<br />Scalability<br />Integration<br />Affordable<br />Result<br />
  31. 31.
  32. 32. Ego<br />Security<br />GAIN<br />Ease<br />Belonging<br />Drivers<br />
  33. 33. Ego<br />GAIN<br />Security<br />Belonging<br />Ease<br />Answering the need behind the need<br />
  34. 34. Security<br />Ego<br />GAIN<br />Belonging<br />Ease<br />
  35. 35. Aspirations<br />Project<br />Team<br />Personal<br />
  36. 36. More than asking questions........<br />
  37. 37. Some really important guidelines for creating a better dialogue with clients<br />
  38. 38. #1 JFDI<br />Molly Says<br />
  39. 39. Rule # 2 Selfless Questioning<br />
  40. 40. #3 Have a Questioning Strategy<br />Experience & Enquiry<br />Business and Project<br />Utility<br />Options<br />Values<br />Resource<br />
  41. 41. # 4 Ask simple, direct, open, questions and.....<br />Listen!<br />
  42. 42. Hard wire the Dialogue Habit into your culture<br />Revenue<br />Growth<br />Feedback<br />Loyalty and CHI<br />
  43. 43. How to make selfless enquiry stick<br />Build DNA into your CRM and hold all customer facing staff responsible for the quality of their dialogue<br />
  44. 44. How to make selfless enquiry stick<br />When the time comes to hire a sales team don’t hire Frank. Hire the person who asks the most interesting questions.<br />
  45. 45. The Founders Advantage<br />
  46. 46. Molly Says<br />Customer Dialogue<br />paul@oceanlearning.co.uk<br />

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