Integrity Selling Notes

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Integrity Selling Notes

  1. 1. WELCOME TAG Training Day September 8, 2011 Facilitated by J. Mark Walker 678-794-1195 Contents copyrighted 2011 by Integrity Solutions Holdings, LLC. All rights reserved.Contents may not be copied or reprinted without written consent of Integrity Solutions Holdings, LLC. Printed by permission. 1
  2. 2. Integrity Selling for Service Professionals® Preview NotesName: _______________________________________Job title or position with your organization: _________________________________________Others I have met:My organization generates revenue by…___________________________________________________________________________________________________________________________My job impacts Customer Satisfaction and Loyalty by…_______________________________________________________________________________________________________________________(Satisfied_____ customers are almost as likely to defect to a competitor as a dissatisfiedcustomer. They are only ___(rationally)___ satisfied.However, ____(Loyal)______ customers are first ___(satisfied)_____ ___(customers)___. Thenthey become _____(emotionally)________ satisfied and __(loyal)___.Notes from video about Loyalty: 2
  3. 3. What business are we in?Our customers choose to do business with us because…_______________________________________________________________________________________________________________The unique factors I bring to customers are _________________________________________________________________________________________________________________________DefinitionsService is…a process of identifying and filling needs people have and creating value for them.Selling is… a process of identifying and filling needs people have and creating value for them.Notes: Selling and Service have the same foundation – customer needs! 3
  4. 4. Service and Selling Congruence Model® View of Belief / in View of Commitment To Gaps create conflicts and disengagement. Congruence releases energy and achievement drive. ® The Selling Service Congruence Model is a registered trademark of Integrity Solutions Holdings, LLC. All rights reserved. Used by permission.Notes: 4
  5. 5. Behavior Styles® Behavior Styles ® ® The Behavior Styles Model is a registered trademark of Integrity Solutions Holdings, LLC. All rights reserved. Used by permission.Video Notes about Behavior Styles®:Communicating with prospects and customers with the AID, Inc.® System. 5
  6. 6. The Aid,Inc.® System ®®AIDINC is a registered trademark of Integrity Solutions Holdings, LLC. All rights reserved. Used by permission.A = ApproachI = InterviewD = DemonstrateI = Validate (using poetic license we pronounce it Val-I-date” to make the anacronymwork.N = NegotiateC = Close 6
  7. 7. ApproachThe purpose of the Approach is to establish __(rapport)__.One way that I “Approach” people now is by: _______________________________________________________________________________________________________________________An idea I got from our group discussion about Approach is: __________________________________________________________________________________________________________________________________________________________________________________________InterviewThe purpose of the Interview is to _(find)_ _(out)__ what people __(want)__ or ___(need)__.The best kinds of questions to ask to find out what people need are __(open)__ __(ended)_.(They cannot be answered with a “yes” or “no,” or other one-word answer.)The key idea in designing Interview questions is to think of the __(problems)____ we solve orthe way customers have used our products in the past.Another reason the Interview is important is to help defuse __(emotions)____ or uncover thecustomer’s ___(concerns)____.____(Emotions)____ often overrule _(logic)_.One action I can take to help control my ego or emotions when faced with an emotionalcustomer is to _________________________________________________________________.Other Ideas: 7
  8. 8. The Demonstrate step of AID, Inc.® should be focused on solving the problems or meeting theneeds uncovered in the Interview.ValidateValidate is part of __(everything)__ we do with the customer.If I have not completed the __(Validate)__ step, there is no reason to proceed to try tonegotiate and close because the prospect does not believe our claims or trust us.Validate Video notes:Our focus when Validating is the ___(benefit)___ to the __(customer)_____. 8
  9. 9. Typically customers will expect us to Validate three things:1. Ourselves2. Our organization3. Our products or servicesThe “Six Magic Words” (What this means to you is…) act as a “bridge” or a “__(connection)__”between features of our product or service and the ___(benefits)___ a customer will enjoy.Negotiate is working out problems when people want to work them out.Close is asking for a decision when it is the right time.Lasting Impressions.Actions I can take to show customers that I value them.Ways I can leave the customer with an unexpected sense of satisfaction.I would like customers to describe my service skills, attitude and desire to help by saying,The most important idea I gained today is:Here is how I will apply that idea with customers or coworkers: 9

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