Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift Their Account
•Download as PPTX, PDF•
3 likes•1,002 views
This document discusses the importance of shifting to a customer-focused mindset in sales. It identifies three common sales mindsets - transactional, product-focused, and customer-focused - and emphasizes cultivating the latter. The key to sales success is developing sales congruence by aligning one's view of selling, abilities, values, commitment to activities, and belief in the product in a customer-centric way. Achieving congruence releases achievement drive and motivation. The document provides tips for developing a positive view of selling and gauging one's current level of sales congruence.
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (7)
Similar to Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift Their Account
Similar to Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift Their Account (20)
More from Integrity Solutions
More from Integrity Solutions (6)
Recently uploaded
Recently uploaded (18)
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift Their Account
- 1. Why Good Service isn’t Good Enough: Shift YourMindset… Before They Shift Their Account MikeEsterday –CEO MikeFisher –VPBusinessDevelopment DebbieIrving–MasterFacilitator
- 2. Practical Strategies for Shifting to a Customer-Focused Mindset 5 Critical Dimensions of Sales Success -- that are often overlooked The “Maximum Multiplier” of Service and Sales Success 5 Actions for Releasing Achievement Drive 5 Questions to Gauge your “level of congruence” for sales success Tips for Escalating an Attitude Towards Selling What You’ll Discover
- 4. The Challenge • 2 in 5 switched after bad experience. • More than 50% opened or closed accounts/services in past 12 months. • 40% have similar plans in next year. A most common reason for opening or closing accounts: “the experiencewith my financial service provider”. Ernst & Young Global Consumer Banking Survey Bain Report 2012: Customer Loyalty in Retail Banking
- 5. Poor service/problem resolution High fees Branches not convenient Products didn’t suit needs Poor rates on credits/deposits Reasons for Switching Booz & Co. Small Business Banking Customers An Attractive Segment for Organic Growth 43% 38% 22% 20% 15%
- 6. Increased and changing regulation Reduced income and profitability Commoditization of products Increased customer churn Lower trust from consumers 5 Reasons This Topic is Important
- 7. Shift YOUR Mindset… Before CUSTOMERS Shift Their Business.
- 8. What does “shifting a mindset” mean to you? New skills and competencies New way of thinking Deeper understanding of my customers All of the above
- 10. Objective: Make the sale or close the deal Focus: The immediate task Transaction Mindset
- 11. Objective: Demonstrate the features Focus: Explain the offering Product Mindset
- 12. Objective: Identifying need and fitting the product to the need Focus: Gaining custom rapport Customer Mindset
- 13. Shifting Your Mindset Transaction or Product Credit Card Free Checking Shorter Lines Finance Loan Reduced Rate Customer-Focused Reduced Risk Credit Security Free of Worry Convenience Financial Health
- 14. What is your (or your team’s) sales mindset? Transaction Product/Service Customer
- 15. The “RIGHT MIND” set Product or Transaction Focus Customer Focus
- 16. Focusing on the Customer is Step 1. But there’s another kind of Mindset…
- 17. What causes salespeople to SELL WELL?
- 18. Reaching Sales Potential 0 10 20 30 40 50 60 70 Of all salespeople reach high sales levels Sell at different degrees of acceptable performance Produce unacceptable sales volumes20% 60% 20%
- 19. What makes one salesperson more successful than the next? Product Knowledge Selling Skills Achievement Drive
- 20. A person’s attitudes, beliefs and values have more to do with the level of success than knowledge or skills. Success Factors Knowledge & Technical Skills Attitudes, Values, Beliefs, Motives and Achievement Drive 15% 85%
- 21. Sales Congruence Model View of Selling Commitment to Activities Values View of Abilities Belief in Product Congruence ™
- 23. View of Selling: the OTHER Mindset Our view of selling is what we think selling is. Do we see selling as a process of convincing people to buy? Or do we see it as identifying and filling needs people have and creating value for them?
- 24. Where does a person’s view of selling come from?
- 26. How Media Defines Selling
- 27. • Negotiating to Win • Closing Tricks • “Probing for the Gold” • The Million Dollar Question to Ask Today’s Typical “Sales Training”
- 28. …an internal conflict arises. When salespeople are asked to do selling activities that conflict with their values…
- 29. • Views selling is a noble profession • Focuses on creating value • Is paramount to long-term success • Strengthens confidence and energy • Removes fear and barriers 5 Traits of a Healthy Selling Mindset
- 31. Positive View of Selling Makes a Difference I feel it's really a look internally to understand the deeper inner emotion of selling and why I feel good about it or why I feel bad about it and really looking towards improving on those feelings, rather than selling widgets. To me that really helps somebody be a lot more comfortable with the terminology of selling and it allows them to connect with people in a whole different way. Why we really like the Integrity Selling process is…once people understand the process, they realize it’s doing it in a way that's very much focused on the customer, in getting them what they need, what they want, and making sure we do it in a way that gives them value. Certified Integrity Selling Coach and Trainer International Financial Company
- 32. Positive View of Selling Makes the Difference “Most of the people who’ve gone through our Integrity program said, ‘Oh, that’s what selling is? Really? It’s just me serving my customer, sharing my knowledge and experience, helping them get the right product and service, or solve their problems? Hey, I can do that!’ I’ve really seen a lot of success with that. And giving them a system that works, that’s comfortable, that makes sense -- really helps them succeed.”
- 33. View of Abilities View of Selling View of Abilities
- 34. Do I havewhat it takesto be successful at whatI believeselling is? What’s possible for me? What’s possible for me to earn? What levelof life rewardsis possible for me to enjoy? Or NOT possible…. Salespeople Ask Themselves…
- 35. Expanding Belief Boundaries .. X .. . . . . .
- 36. Expanding Belief Boundaries .. X .. . . . . . Actions Feelings Behaviors Abilities . . .... . Most salespeople’s results tend to be consistent with their unconscious beliefs. Area of the impossible
- 37. Expanding Belief Boundaries ... . . . . . . ... . . .. . Actions Feelings Behaviors Abilities
- 38. View of Abilities They were unaware that they had the ability to have a conversation with their members. Having three successes is basically all it took. Every time they would have three successes you would see their confidence grow, and then they would let me know, “Guess what I did? I can do this.” It was just amazing to watch them grow and know that they can. Graduate of Integrity Coaching Organizationally, most of our business development associates are meeting or exceeding their production goals YTD. View of Abilities scores up 15%
- 40. Values
- 41. The Downward Spiral When salespeople don’t value satisfied customers, customers don’t value salespeople. When customers don’t value them, salespeople can’t experience self value. When salespeople don’t experience self-value, they produce less. When they produce less, salespeople change jobs more. When salespeople change jobs more, they never achieve higher levels of success.
- 42. Values Impact Success President & Chief Operating Officer Rob Stephenson credits Integrity for helping First Dakota “Integrity and values are very important to First Dakota management…Employees agree that living their values increases the confidence of customers. The thought that we’re truly wanting to do the right thing for the customer makes it easy for us to sell products. It’s not selling the product of the month -- it’s selling what the customer needs at this moment in time.”
- 43. Commitment to Activities View of Selling Commitment to Activities Values View of Abilities
- 44. Rejection Unhappy Customers Perceived Skill Gap Value Conflict Doubt Results View of Activities Value for Customer Confidence Pride in product Value Fit Believe in Results
- 45. Belief in Product Congruence releases energy and achievement drive. Gaps create conflict and disengagement. View of Selling Commitment to Activities Values View of Abilities Belief in Product Congruence ™
- 46. Expend more determination Exhibit more confidence Feel more compelled to create value Feel “professional” Sell more! Positive Belief in Product
- 47. Congruence Gaps create conflict and disengagement. View of Selling Commitment to Activities Values View of Abilities Belief in Product Congruence ™ Congruence releases energy and achievement drive.
- 49. Mindset Meld Customer Commitment to Activities Values View of Abilities Belief in Product Congruence ™ View of Selling = Customer Focused
- 50. Practicing a customer needs focused mindset increases SALES CONGRUENCE… which impacts sales success.
- 51. Gauge Your Level of Congruence To what degree do you… 1. Believe selling is identifying and filling needs people have, and creating value for them beyond their cost? 2. Believe you have the necessary knowledge and skills to be successful? 3. Have strong customer-focused values that guide your selling behaviors? 4. Enjoy doing all the activities that are necessary to experience high levels of success? 5. Have passion for your product and the value you can provide customers?
- 52. Focus on value. Stretch belief boundaries. Follow a sales process. Use a common language. Leverage skills and product training. Commit to productive activities. TipsforEscalatingaPositiveViewofSelling
- 53. The Maximum Multiplier Knowledge + Skills + Experience ( ( X ACHIEVEMENT DRIVE = Service & Sales Success
- 54. Achievement Drive Latent potential power we all have Released relative to the intensity of your inner beliefs • Causes persistence • Drives you to learn • Motivates skills development and goal achievement
- 55. Congruence Releases Achievement Drive Congruence releases energy and achievement drive. Gaps create conflict and disengagement. View of Selling Commitment to Activities Values View of Abilities Belief in Product Congruence ™
- 56. 1. Set realistic, exciting goals. 2. Create a high desire/passion. 3. Visualize success. 4. Draw rewards. 5. Associate with positive influencers. 5 Actions for Releasing Achievement Drive
- 57. Your success is based on your ability to change faster than your competition, customers, and business. A Shifting Mindset
- 58. Want to Learn More? • View recording (video & audio) • Request copy of slides and two free white papers
- 59. • Training industry leader for 45 years • Trained over 3,000,000 people from 130+ countries in all types of industries • 200+ leading financial institutions as clients • Tailored solutions that improve customer service, sales, and coaching cultures for banks, credit unions, insurance and other financial organizations • Proven behavior change process that gets results About Integrity Solutions
Editor's Notes
- Good service is dangerous. Why? Because the competition still has a chance…
- Here’s a quick look at top reasons for customers switching banks from another respected source…Note that respondents could choose more than one top reason --
- So why is this topic important to banks – now more than ever?
- So how do we stop the churn? … How do we overcome…
- A mindset is really a way of thinking… Every sales person, whether we realize it or not; has a central sales focus. This focus reveals our true definition of selling, and influences how and when we make a presentation or demonstration. Consider these three distinctively different sales focuses.
- There is a transaction mindset. Where sales people spend most of their time attempting to close a sale, caring little whether or not their offering is the best thing for potential customers. The obvious transaction focused sales person has one clear objective, and that is to make a sale; so they can earn more money, meet quotas; or win contests. Other transaction focused people unintentionally sacrifice opportunities for building relationships and uncovering complex needs when they jump on the first thing they hear and move too quickly into demonstrating a product on a mad dash to close.
- There is a product mindset, --where sales people spend most of their time explaining their product or service. It's features, advantages and benefits. Their objective is for potential customers to understand their offering and want to buy it. People with a product focus are often so passionate about their product, they can't imagine why everyone in the world doesn't buy what they sell.
- And there is the customer needs focus or mindset. Where sales people focus on gaining rapport, identify needs potential customers might have, and then fitting their product or service benefits to those needs. If indeed they have needs and have admitted them.
- To introduce this other critical mindset, let’s frame it with a question. What causes salespeople to sell well? This question continually challenges sales professionals and those responsible for sales performance.
- In most organizations we see: 20% of all salespeople reach high sales levels 60% sell at different degrees of acceptable performance 20% product unacceptable sales volumes
- Our research found that a person’s attitudes, beliefs, and values have more to do with the level of sales (and service) success than knowledge or skills… In fact, we most often discover that 85%of people's sales success has more to do with the emotional factors like attitudes and values rather than their technical skills.
- Here’s what’s taking years to discover.. You and your people's ability to sell is largely due to to the internal congruence of these 5 factors.
- Even without these early experiences, it's difficult to blame people for a poor view of selling. How many times, for example, do we see a positive portrayal of selling in pop culture media? Does anyone want to be compared to the likes of depressed Willy Loman from the Death of a Saleman? That was a great play written by the late great playwright Arthur Miller, it just didn't depict a very favorable impression of the sales profession! That classic broadway production of 1949 was adapted to an Academy Award winning film just a few years later. But even since then, it seems Hollywood features a negative image of sales role every decade. Remember the con artists types portrayed by Dreyfuss and Devito in 1987 hit, Tin Men? The 90's brought us the lazy and socially inept brake-pad salesman Chris Varley in Tommy Boy...and most recently we had the corrupt Wolf of WallStreet's Jordan Belfont character (Leonardo DiCaprio) famous for his aggressive pitching style, - "pump and dump" scam. All great films and great acting, just not great press for selling!
- When salespeople do transaction–or product–focused selling, some limiting factors jump in front of them. Customers don’t like it. They often feel manipulated. They sense that salespeople are only interested in how much they can sell, not how much value they can create for them. Trust, customer satisfaction and long term loyal relationships suffer. Key Point: Add this to the fact that most salespeople don’t internally feel good about selling this way; and we can understand why low productivity, burn out and job jumping occur.
- There ARE people who DO enjoy selling and are successful in their positions. Their mindset toward selling is that it’s a very noble profession, one in which they can add a lot of value to customers. Professional sales is a customer-focused activity (mindset) aimed at identifying and filling wants or needs that people have and creating value for them. This is a healthy view of selling, and it's paramount to long-term success in sales. When a salesperson’s objectives is to find out what wants, needs, goals, problems -- they sell more. This view of selling gives your people confidence, energy, and the internal motivation to sell on higher levels. It removes fear of rejection, call reluctance, and many common emotional barriers that prevent salespeople from selling up to their real capabilities.
- At Integrity, we define selling as identifying needs, filling those needs ,and creating value.
- Another key factor in creating the right mindset for success View of Abilities. Your view of abilities is your inner belief that you can be successful doing what you think selling is. Without a healthy view of selling, people can't have a strong belief in their abilities.
- While these may or may not be the exact questions that run through the minds of you or your people, what each are them are in essence asking themselves is, "Do I believe I have what it takes?" And your/their... silent answers reveal their deep beliefs, which produce actual selling behaviors. Whatever salespeople’s unconscious beliefs are, their sales will be consistent. They’ll sell what they deeply believe to be possible for them to sell.
- Let’s look deeper at Salespeoples, what we at Integrity Solutions, calls Area-of-the-Possible. Every salesperson has his or her own unique area-of-the-possible. This is the sum of their internal beliefs about what’s possible for them to sell and earn. These belief boundaries operate as a governing force to keep them selling consistently with their view of their possibilities. People will perform up to the outer limits of their belief boundaries, then shut down. Until their unconscious boundaries change, their sales performance will not change. It will remain consistent with their own accepted self-beliefs–whether they’re true or false, right or wrong, weak or strong. Irrational thoughts or feelings of doubt hold them back.
- Let’s look deeper at Salespeoples, what we at Integrity Solutions, calls Area-of-the-Possible. Every salesperson has his or her own unique area-of-the-possible. This is the sum of their internal beliefs about what’s possible for them to sell and earn. These belief boundaries operate as a governing force to keep them selling consistently with their view of their possibilities. People will perform up to the outer limits of their belief boundaries, then shut down. Until their unconscious boundaries change, their sales performance will not change. It will remain consistent with their own accepted self-beliefs–whether they’re true or false, right or wrong, weak or strong. Irrational thoughts or feelings of doubt hold them back. Key Point: Ours or our peoples' sales success will always be on par with what they believe about themselves
- It comes down to their feelings about what they think is possible. If you are a sales leader, you have the opportunity as a leader to expand that thinking- to stretch the boundaries of what's possible.
- The next component of Congruence that shapes our mindset are our values. Our values are the rules we run our lives by. They form the foundation of who we are and guide most of our actions. Why is this important? Remember what we said earlier. When salespeople are asked to do selling activities that conflict with their values, an internal conflict arises that causes them to shut down.
- .
- This is what the downward spiral looks like. When salespeople don’t value satisfied customers, customers don’t value salespeople. When customers don’t value them, salespeople can’t experience self value. When salespeople don’t experience self-value, they produce less. When they produce less, salespeople change jobs more. When salespeople change jobs more, they never achieve higher levels of success. Bottom line – when salespeople focus on identifying and filling needs customers have and creating the most value for them, they earn customers’ respect. And their own self-respect is enhanced in the process.
- The next element that contributes towards a positive sales mindset is a healthy commitment to activities. Commitment of activities is the degree that we will do the necessary activities that must be done to be successful. There could be pre-contact, presentation or follow-up activities. It's natural for salespeople to avoid doing result-producing activities, opting for tension-relieving activities.
- In their everyday sales roles, your salespeople can either do result-producing or tension-releasing activities. They can welcome and look forward to activities, or they can dread and put them off. The truth is that some of these activities present challenges: Potential rejection, facing an unhappy customer, or just having to deal with unpleasant situations. Sometimes they don’t see themselves having the abilities to do the activities they’re asked to do. Or they think the activities they’re asked to do conflict with their internal values. Another challenge is that they may not believe that the activities they’re asked to do will produce results. But on the positive side, when salespeople view selling as helping create value for people, view themselves being able to do it and feel good about their product or service, they want to do the necessary activities. They look forward to and enjoy doing them!
- The last element that contributes towards a positive mindset is a belief in product. Belief in product is based on the level of value we think our product or service creates for customers, beyond the price they pay for them.
- Belief in the efficacy of their product or service impacts your salespeople in some very important ways. With powerful beliefs they: • Expend more achievement drive, persistence and determination. • Exhibit more confidence and less fear or of contact resistance. • Feel more compelled to create the most value for the most customers. • Feel professional in that they’re creating value for people, rather than just selling them things. Bottom line–they’ll make more calls on more customers and sell more.
- We’ve talked about shifting to a customer-focused rather than a transaction or product focused mindset. And we’ve talked about all the pieces of sales congruence which begins with a positive mindset about selling.
- Here’s how it all comes together.
- Here are 5 questions to ask yourself to determine your level of congruence – how would you rate yourself? How would your team members rate themselves?
- We’ve looked at the importance of a customer focused mindset and a positive view of selling (more to come…) Achievement drive is the multiplier of all your other skills and abilities. In other words, add up all of your knowledge, skills, and abilities, and then multiply them by your level of achievement drive to arrive at your actual success potential.
- Achievement drive is a latent potential power that everyone has. It usually stays dormant within people because they lack goal clarity. Once you have set clear goals that you passionately want to reach, deeply believe to be within your possibilities and feel worthy of achieving, this energy is automatically released. It's released relative to the intensity of your inner beliefs and desires. Achievement drive causes persistence, a dogged determination, and a never-give-up attitude. It drives you to learn what you must do to be successful, and then motivates you to develop the necessary skills to reach higher goals.
- Now, as we think more about achievement drive, know that emphasize t when all five of these dimensions are in congruence, personal power or achievement drive or desire is released from within you. When you have goal clarity, internally think that they’re within your possibilities. When you’re congruent with your values, when you release sufficient achievement drive and have a supportive environment where no gaps or conflicts exist between them, you’ll be congruent, you’ll be centered. You’ll then automatically release more creativity, energy, and higher achievement drive. There won’t be the drag that can hold you back. Your productivity will begin to soar.
- There are several actions that you can take to release achievement drive, but let me mention the first three as starters. The quicker we perceive gratification and think we’ll reach our goals, the more we’ll release excitement, mental, and physical energy.