Integrity Selling Presentation


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Integrity Selling as presented at TAG Training Day

Published in: Economy & Finance, Business

Integrity Selling Presentation

  1. 1. WELCOMEFacilitated by J. Mark Walker 1
  2. 2. WelcomeThis program will help you: Improve client relationships. Develop greater self-confidence. Strengthen customer loyalty. Improve problem solving skills. 2
  3. 3. Graduates from:• Russell Investment Group • Detroit Edison• The Ritz Carlton • Palm Beach Post• Delta Community Credit Union • Bay Gulf Credit Union• Southern Company • Coldwell Banker• The Guardian • Bell Atlantic• Ethicon Endosurgery• Baylor HealthCare • American Red Cross• Global • Cox Communications• Principal Bank • Principal Financial Group• Grow Financial Credit Union • Ingram-Micro• Anderson Consulting • Sunmark Federal• Principal Connection Credit Union Introduce Yourself How does your company generate revenue? How does your job impact customer satisfaction and loyalty? 3
  4. 4. In This Discussion Value of Satisfied Customers Satisfied vs. Loyal Customers What Business are You Really In? Defining ServiceSatisfied vs. Loyal What are some reasons why youenjoy doing business with individuals or businesses? 4
  5. 5. Satisfied vs. Loyal What are some common courtesies that service people don’t seem to know how to do? Satisfied vs. Loyal What are some distinctions between asatisfied customer and a loyal customer? 5
  6. 6. Ron WillinghamIntegrity Solutions Founder• 25,000 facilitators• Programs in 2,000 companies• 1.5 million graduates; 80+ nations• Authored 9 books including: – Integrity Selling – Integrity Service – The People Principal – Inner Game of Selling 6
  7. 7. What Business are You In? How do we generate revenue? Why do people choose to do business with us? How does my job impact customer satisfaction and loyalty? What unique factors do I bring?How would you complete this sentence?Service is… 7
  8. 8. How would you complete this sentence?Selling is… 8
  9. 9. Service and Selling Congruence ModelView of BeliefService/ Values inSelling Product View Commitment of to Abilities Activities Gaps create conflict and disengagement.Congruence releases energy and achievement drive. 9
  10. 10. How to Approach People to Build Rapport and LoyaltyIn This Discussion Introduction to a tool that will help you to listen and communicate more effectively... Behavior Styles ® 10
  11. 11. In This Discussion Introduction to the six-step communication system… AID,Inc. ® Review of the first step in the system… ApproachBehavior Styles ® 11
  12. 12. Behavior Styles ®Behavior Styles ® 12
  13. 13. Behavior Styles ®Behavior Styles ® 13
  14. 14. Behavior Styles ® 2 Worksheets Person with whom it’s EASY to communicate, or Person with whom it’s DIFFICULT to communicate. Yourself in a WORK environment. Determine primary and secondary styles for both. 14
  15. 15. Introducing…. The AID,Inc.®Communication SystemAID,Inc. System ® 15
  16. 16. Action Guides ™ Approach 1. Tune the world out and people in. 2. Put them at ease and make them feel important. 3. Thank them for contacting you. 4. Hold eye contact and listen to how they feel. Your Approach is Your 1st Important Sale!Please share with your group: One way you establish rapport. An idea you will use to Approachmore effectively. 16
  17. 17. How to Interview People and Discover Their NeedsIn This Session Review of the second step in the AID,Inc. System… ® Interview Develop key questions to Identify Customer Needs 17
  18. 18. Action Guides ™ Interview 1. Ask open-ended, indirect questions that draw out problems, concerns, wants or needs. 2. Listen to and paraphrase all points— write them down. 3. Identify service problems, concerns, wants or needs and get agreement. 4. Assure people that you want to help them. Interview Questions1. What might you ask to identify the primary need or want?2. What can you ask to uncover underlying issues impacting the need?3. What problems do your customers want you to help them solve?4. What can you ask to understand a customer’s sense of urgency for a solution? 18
  19. 19. Motives and Emotions People’s wants and needs can be driven by motives and emotions that may not seem logical to others. People’s emotions often overrule their logic. Before you can meet needs or solve problems, negative emotions must be diffused.Motives and Emotions In helping your customers: How do you respond when a customer complains? How well do you control your ego and emotions when a customer is unhappy? 19
  20. 20. How to ValidateYourself and YourRecommendations 20
  21. 21. When do we begin… …to Validate? What is our Focus? (end result benefits) Action Guides ™ Validate1. Translate product or service features into customer benefits.2. Justify price and emphasize value.3. Offer proof and evidence.4. Reassure and reinforce people to neutralize their fear of buying. 21
  22. 22. We Validate When People Say… “I trust you as a person of integrity.”“I believe your product or service will fill the needs I have.” “I have confidence in your organization.” Validate How do you validate: Your Organization? Your product or service? Yourself? 22
  23. 23. Six Magic WordsMention your solution or servicerecommendation.Then communicate: “What This Means To You Is…” 23
  24. 24. Remember People become loyal customers as a result of a memorable service experience and the end-result benefits they enjoy. Lasting Impressions1. What actions can you take to show customers that you value them?2. How might you leave the customer with an unexpected sense of satisfaction?3. How would you like customers to describe your service skills, attitude and desire to help? 24
  25. 25. Lasting Impressions • What is the most important idea you have learned today? • How will you apply this idea when you return to work? 25