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The Rule of Change
                                                                    SalesChannel
                                                                          Europe




 If you do what you
 have always done
You will get what you
  have always had
              ©2008 SalesChannel Europe SARL. All rights reserved           2
Traditional Execution of Strategy




                              3
Make sense of an
                      ambiguous, uncertain
                           situation



        Make revisions by
                                   Make choices. What to do.
         incorporating new
                                    Equally important. What
    information that execution
                                           not to do.
            has produced



                     Make it happen. Execute
                        for that iteration




4
SalesChannel
                                                                          Europe




"We must be the change we
  wish to see in the world."
                                           - Gandhi




              ©2008 SalesChannel Europe SARL. All rights reserved           6
COMMUNICATION

7
Communicate




              8
9
10
11
LISTENING
12
That’s the stupidest idea I ever heard!
The Art of Listening
                                                                               SalesChannel
Why Listen?                    • Uncover needs
                                                                                     Europe

                                         – Rational
                                         – Emotional
                               • Identify Style
                               • Create a Positive Impact
                               • Learn

4 Levels of Listening:
                            To Confirm




                                                               Selectively
    Politeness




                                                                               To Learn
                         ©2008 SalesChannel Europe SARL. All rights reserved              14
The Art of Listening
                                                                             SalesChannel
                                                                                   Europe

     •   Keep asking questions
     •   Ask a lot of questions
     •   Shut up and listen
     •   Gentile follow-up questions
     •   Clarify ambiguity
     •   Summarise what you have understood
     •   Earn the right to ask PAIN questions
     •   When you need help – ask for it

         Listen for what is different, not what is the same


                       ©2008 SalesChannel Europe SARL. All rights reserved           15
Listen!
16
SalesChannel
                                                            Europe




©2008 SalesChannel Europe SARL. All rights reserved           17
Communicating with Emotion
                                                                          SalesChannel
                                                                                Europe
Emotion = Energy in Motion




Speak in      Technicolor

                    ©2008 SalesChannel Europe SARL. All rights reserved           18
Communicating with Emotion
                                                                               SalesChannel
  • Energy                                                                           Europe

  •   Enthusiasm
  •   Body Language
  •   Questioning
  •   Listening
  •   Note Taking
  •   Sincere Interest
  •   Emotions move people to action

  Must have conviction:
  • People make decision based on emotion and justify with rational reasons
  • Must give them both emotional reasons and rational arguments

 “The height of your accomplishments will equal the depth of your convictions.”
                                                         - William F. Scolavino

                         ©2008 SalesChannel Europe SARL. All rights reserved           19
LEADING
     CHANGE
20
MOTIVATIONAL
       DRIVERS
21
SalesChannel
                                                            Europe




©2008 SalesChannel Europe SARL. All rights reserved           23
SalesChannel
                                                            Europe




©2008 SalesChannel Europe SARL. All rights reserved           24
The Psychology of Change*
                                                                                             SalesChannel
                                                                                                   Europe
  Positive
                         Positive                                       Positive
                         Present                                        Future

                   Sustain                                            Attain

                        Negative                                       Negative
                        Present                                         Future

                   Change                                             Avoid
  Negative




                       *Source: The Prime Solution by Jeff Thull, Dearborn © 2005
                                       www.primeresource.com

             Present                                                                Future
                            ©2008 SalesChannel Europe SARL. All rights reserved                      25
SalesChannel
                                                            Europe




©2008 SalesChannel Europe SARL. All rights reserved
Asking Questions in Colour
                                                                             SalesChannel
                                                                                   Europe
 White Questions Current situation
                   Facts, data & information
                   white snow: pure, cold hard facts

Green Questions    Desired situation
                   future state
                   Grass, trees, growth, can become

                   Obstacles
Black Questions    important, powerful
                   Dark, night time, can’t see in the dark. Turn on the light to see
                   what stands between current situation and desired situation.

 Red Questions     Feelings
                   fire, explosive color, highly emotional
                   “If Stan doesn’t do something he won’t be able to get there
                   by himself. Stan needs to talk to you.”



                       ©2008 SalesChannel Europe SARL. All rights reserved             27
SalesChannel
                                                                        Europe




 “No one cares how much
you know, until they know
     how much you care.”
                    Ralph Waldo Emerson




            ©2008 SalesChannel Europe SARL. All rights reserved           28
GETTING RESULTS
   THROUGH
    OTHERS
29
Close Knit team




30
Questions Drive Our Actions
                                                                                  SalesChannel
                                                                                        Europe
                                                                       The Outcomes
    Observable       Results


                                                                          Our Habits
                 Behaviours


                                                                       What We Feel
    Invisible




                   Emotions




                                                                   What We Think
                    Thinking

                 ©2008 SalesChannel Europe SARL. All rights reserved
The Conversation Directional Compass
                                                                               SalesChannel
                                                                                     Europe
                      Philosophical


                   Conversation
               Directional Compass

    Problem                                                         Solution
    Focused                                                         Focused




                           Detailed

              ©2008 SalesChannel Europe SARL. All rights reserved
Asking vs Telling
                                                                               SalesChannel
                                    Ask                                              Europe
Ask – Tell Quadrants




   Problem                                                              Solution




                                    Tell
                  ©2008 SalesChannel Europe SARL. All rights reserved
Questions?
                                                                    SalesChannel
                                                                          Europe




You can tell a man is clever by his answer

You can tell a man is wise by his questions




              ©2008 SalesChannel Europe SARL. All rights reserved
SalesChannel
                                                                               Europe




“Seek first to understand, then to be understood”
                                                              - Stephen R Covey




                ©2008 SalesChannel Europe SARL. All rights reserved
QUESTIONING
  MINDSET
36
Why Ask Questions?
                                                                    SalesChannel
                                                                          Europe




            • Uncover needs
               – Rational
               – Emotional
            • Identify Style
            • Create a Positive Impact
            • Learn



              ©2008 SalesChannel Europe SARL. All rights reserved           37
Questions
                                                                                 SalesChannel
                                                                                       Europe

       Closed Questions:                                 Open Questions:
       Is                                                Who
       Are                                               What
       Was                                               Where
       Were                                              When
       Have                                              Why
       Has                                               How
       Will                                              Tell me about…
       Do                                                Give me an example…
       Does                                              Describe for me….
       Can                                               Give me a wish list…
       Would                                             Please explain to me…
       Could


                      ©2008 SalesChannel Europe SARL. All rights reserved                38
Questions, Questions, Questions
                                                                              SalesChannel
                                                                                    Europe
Questions Funnel



          Broad Needs



              Specific Needs



              Leverage Questions



                                  High Yield Needs

                Drill down to find those high yield questions

                        ©2008 SalesChannel Europe SARL. All rights reserved           39
CURIOSITY
40
Why Ask Diagnostic Questions*?
                                                                                                                SalesChannel
                                                                                                                      Europe




        1. Facts
        2. Opinions
        3. Feelings



  *Source: Based on Diagnostic Selling® from the book Exceptional Selling by Jeff Thull, John Wiley & Sons Inc. © 2006
                                              www.primeresource.com

                                       ©2009 SalesChannel Europe. All rights reserved                                    41
3 - Level Questioning
                                                                                          SalesChannel
                                                                                                Europe




     Question Area 1             Question Area 2                              Question Area 3

1.                          1.                                           1.
     2.                          2.                                           2.

          3.                          3.                                           3.




                       ©2008 SalesChannel Europe SARL. All rights reserved                        42
43
TELL YOUR
  STORY
44
SalesChannel
                                                                           Europe




 “Tell me a fact and I believe.
   Tell me a truth and I learn.
Tell me a story and it will live
         in my heart forever.”
                                     Mark Twain




               ©2008 SalesChannel Europe SARL. All rights reserved           45
CREDIBLE
46
IN CREDIBLE
47
48
Creating Ideas that Stick
                                                                              SalesChannel
                                                                                    Europe

  Persuasive (sticky) ideas:
    Sticky = understandable, memorable, and effective in changing
    thought or behaviour

  Six Principles:
                    •   S    -   Simple
                    •   U    -   Unexpected
                    •   C    -   Concrete
                    •   C    -   Credible
                    •   E    -   Emotions
                    •   S    -   Stories


                        ©2008 SalesChannel Europe SARL. All rights reserved           49
Creating Ideas that Stick – UNEXPECTED, STORY
                                                                        SalesChannel
                                                                              Europe




                  ©2008 SalesChannel Europe SARL. All rights reserved           50
Creating Ideas that Stick
                                                                       SalesChannel
                                                                             Europe

Get People to Act :

   • Remember how SUCCESS helps people to:
      –   Pay attention              Unexpected
      –   Understand and remember it Concrete
      –   Believe and agree          Credible
      –   Care                       Emotional
      –   Be able to act on it       Stories




                 ©2008 SalesChannel Europe SARL. All rights reserved           51
CREATE Insights
                                                                        SalesChannel
                                                                              Europe




                               The Brain


                  ©2008 SalesChannel Europe SARL. All rights reserved           52
SalesChannel
                                                                           Europe




Sales Performance Motivation
                                     David R Ednie
                                     President & CEO
                                     SalesChannel Europe SARL
                                     Ph: +33 676 600 925
                                     Fax: +1 501 639 0126
                                     Email: david@saleschannel-europe.com
                                     Blog: http://saleschannel.blogspot.com
                                     Website: www.saleschannel-europe.com




        ©2008 SalesChannel Europe SARL. All rights reserved

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The Art of Asking Questions

  • 1.
  • 2. The Rule of Change SalesChannel Europe If you do what you have always done You will get what you have always had ©2008 SalesChannel Europe SARL. All rights reserved 2
  • 4. Make sense of an ambiguous, uncertain situation Make revisions by Make choices. What to do. incorporating new Equally important. What information that execution not to do. has produced Make it happen. Execute for that iteration 4
  • 5.
  • 6. SalesChannel Europe "We must be the change we wish to see in the world." - Gandhi ©2008 SalesChannel Europe SARL. All rights reserved 6
  • 9. 9
  • 10. 10
  • 11. 11
  • 13. That’s the stupidest idea I ever heard!
  • 14. The Art of Listening SalesChannel Why Listen? • Uncover needs Europe – Rational – Emotional • Identify Style • Create a Positive Impact • Learn 4 Levels of Listening: To Confirm Selectively Politeness To Learn ©2008 SalesChannel Europe SARL. All rights reserved 14
  • 15. The Art of Listening SalesChannel Europe • Keep asking questions • Ask a lot of questions • Shut up and listen • Gentile follow-up questions • Clarify ambiguity • Summarise what you have understood • Earn the right to ask PAIN questions • When you need help – ask for it Listen for what is different, not what is the same ©2008 SalesChannel Europe SARL. All rights reserved 15
  • 17. SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved 17
  • 18. Communicating with Emotion SalesChannel Europe Emotion = Energy in Motion Speak in Technicolor ©2008 SalesChannel Europe SARL. All rights reserved 18
  • 19. Communicating with Emotion SalesChannel • Energy Europe • Enthusiasm • Body Language • Questioning • Listening • Note Taking • Sincere Interest • Emotions move people to action Must have conviction: • People make decision based on emotion and justify with rational reasons • Must give them both emotional reasons and rational arguments “The height of your accomplishments will equal the depth of your convictions.” - William F. Scolavino ©2008 SalesChannel Europe SARL. All rights reserved 19
  • 20. LEADING CHANGE 20
  • 21. MOTIVATIONAL DRIVERS 21
  • 22. SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved 23
  • 23. SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved 24
  • 24. The Psychology of Change* SalesChannel Europe Positive Positive Positive Present Future Sustain Attain Negative Negative Present Future Change Avoid Negative *Source: The Prime Solution by Jeff Thull, Dearborn © 2005 www.primeresource.com Present Future ©2008 SalesChannel Europe SARL. All rights reserved 25
  • 25. SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved
  • 26. Asking Questions in Colour SalesChannel Europe White Questions Current situation Facts, data & information white snow: pure, cold hard facts Green Questions Desired situation future state Grass, trees, growth, can become Obstacles Black Questions important, powerful Dark, night time, can’t see in the dark. Turn on the light to see what stands between current situation and desired situation. Red Questions Feelings fire, explosive color, highly emotional “If Stan doesn’t do something he won’t be able to get there by himself. Stan needs to talk to you.” ©2008 SalesChannel Europe SARL. All rights reserved 27
  • 27. SalesChannel Europe “No one cares how much you know, until they know how much you care.” Ralph Waldo Emerson ©2008 SalesChannel Europe SARL. All rights reserved 28
  • 28. GETTING RESULTS THROUGH OTHERS 29
  • 30. Questions Drive Our Actions SalesChannel Europe The Outcomes Observable Results Our Habits Behaviours What We Feel Invisible Emotions What We Think Thinking ©2008 SalesChannel Europe SARL. All rights reserved
  • 31. The Conversation Directional Compass SalesChannel Europe Philosophical Conversation Directional Compass Problem Solution Focused Focused Detailed ©2008 SalesChannel Europe SARL. All rights reserved
  • 32. Asking vs Telling SalesChannel Ask Europe Ask – Tell Quadrants Problem Solution Tell ©2008 SalesChannel Europe SARL. All rights reserved
  • 33. Questions? SalesChannel Europe You can tell a man is clever by his answer You can tell a man is wise by his questions ©2008 SalesChannel Europe SARL. All rights reserved
  • 34. SalesChannel Europe “Seek first to understand, then to be understood” - Stephen R Covey ©2008 SalesChannel Europe SARL. All rights reserved
  • 36. Why Ask Questions? SalesChannel Europe • Uncover needs – Rational – Emotional • Identify Style • Create a Positive Impact • Learn ©2008 SalesChannel Europe SARL. All rights reserved 37
  • 37. Questions SalesChannel Europe Closed Questions: Open Questions: Is Who Are What Was Where Were When Have Why Has How Will Tell me about… Do Give me an example… Does Describe for me…. Can Give me a wish list… Would Please explain to me… Could ©2008 SalesChannel Europe SARL. All rights reserved 38
  • 38. Questions, Questions, Questions SalesChannel Europe Questions Funnel Broad Needs Specific Needs Leverage Questions High Yield Needs Drill down to find those high yield questions ©2008 SalesChannel Europe SARL. All rights reserved 39
  • 40. Why Ask Diagnostic Questions*? SalesChannel Europe 1. Facts 2. Opinions 3. Feelings *Source: Based on Diagnostic Selling® from the book Exceptional Selling by Jeff Thull, John Wiley & Sons Inc. © 2006 www.primeresource.com ©2009 SalesChannel Europe. All rights reserved 41
  • 41. 3 - Level Questioning SalesChannel Europe Question Area 1 Question Area 2 Question Area 3 1. 1. 1. 2. 2. 2. 3. 3. 3. ©2008 SalesChannel Europe SARL. All rights reserved 42
  • 42. 43
  • 43. TELL YOUR STORY 44
  • 44. SalesChannel Europe “Tell me a fact and I believe. Tell me a truth and I learn. Tell me a story and it will live in my heart forever.” Mark Twain ©2008 SalesChannel Europe SARL. All rights reserved 45
  • 47. 48
  • 48. Creating Ideas that Stick SalesChannel Europe Persuasive (sticky) ideas: Sticky = understandable, memorable, and effective in changing thought or behaviour Six Principles: • S - Simple • U - Unexpected • C - Concrete • C - Credible • E - Emotions • S - Stories ©2008 SalesChannel Europe SARL. All rights reserved 49
  • 49. Creating Ideas that Stick – UNEXPECTED, STORY SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved 50
  • 50. Creating Ideas that Stick SalesChannel Europe Get People to Act : • Remember how SUCCESS helps people to: – Pay attention Unexpected – Understand and remember it Concrete – Believe and agree Credible – Care Emotional – Be able to act on it Stories ©2008 SalesChannel Europe SARL. All rights reserved 51
  • 51. CREATE Insights SalesChannel Europe The Brain ©2008 SalesChannel Europe SARL. All rights reserved 52
  • 52. SalesChannel Europe Sales Performance Motivation David R Ednie President & CEO SalesChannel Europe SARL Ph: +33 676 600 925 Fax: +1 501 639 0126 Email: david@saleschannel-europe.com Blog: http://saleschannel.blogspot.com Website: www.saleschannel-europe.com ©2008 SalesChannel Europe SARL. All rights reserved