1 WELCOME WELCOME Facilitated by J. Mark Walker Facilitated by J. Mark Walker
May 11, 2015
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WELCOMEWELCOME
Facilitated by J. Mark WalkerFacilitated by J. Mark Walker
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This program will help you:
Improve client relationships.Develop greater self-confidence.Strengthen customer loyalty.Improve problem solving skills.
Welcome
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Graduates from:Graduates from:Graduates from:Graduates from:
• Detroit Edison
• Palm Beach Post
• Bay Gulf Credit Union
• Coldwell Banker
• Bell Atlantic
• American Red Cross
• Cox Communications
• Principal Financial Group
• Ingram-Micro
• Sunmark Federal
Credit Union
• Russell Investment Group
• The Ritz Carlton
• Delta Community Credit Union
• Southern Company
• The Guardian
• Ethicon Endosurgery
• Baylor HealthCare
• Global
• Principal Bank
• Grow Financial Credit Union
• Anderson Consulting
• Principal Connection
Introduce Yourself
How does your company generate revenue?
How does your job impact customer satisfaction and loyalty?
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Value of Satisfied CustomersSatisfied vs. Loyal CustomersWhat Business are You Really In?Defining Service
Value of Satisfied CustomersSatisfied vs. Loyal CustomersWhat Business are You Really In?Defining Service
In This Discussion
What are some reasons why you
enjoy doing business with individuals or
businesses?
What are some reasons why you
enjoy doing business with individuals or
businesses?
Satisfied vs. LoyalSatisfied vs. Loyal
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What are some common courtesies that service people don’t seem to know
how to do?
What are some common courtesies that service people don’t seem to know
how to do?
Satisfied vs. LoyalSatisfied vs. Loyal
What are some distinctions between a
satisfied customer and a loyal customer?
What are some distinctions between a
satisfied customer and a loyal customer?
Satisfied vs. LoyalSatisfied vs. Loyal
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Integrity 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
Ron WillinghamRon WillinghamRon WillinghamRon Willingham
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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?
How would you complete this sentence?
Service is…Service is…
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How would you complete this sentence?
How would you complete this sentence?
Selling is…Selling is…
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Gaps create conflict and disengagement.Congruence releases energy and achievement drive.
Service and SellingCongruence ModelCongruence Model
Viewof
Abilities
View of Service/ Selling
ValuesBelief
inProduct
Commitment to
Activities
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How to Approach People to Build
Rapport and LoyaltyHow to Approach People to Build
Rapport and Loyalty
Introduction to a tool that will help you to listen and communicatemore effectively...
Behavior Styles®
Introduction to a tool that will help you to listen and communicatemore effectively...
Behavior Styles®
In This Discussion
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Introduction to the six-step communication system… AID,Inc.®
Review of the first step in the system… Approach
Introduction to the six-step communication system… AID,Inc.®
Review of the first step in the system… Approach
In This Discussion
Behavior Styles®
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Behavior Styles®
Behavior Styles®
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Behavior Styles®
Behavior Styles®
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2 Worksheets2 WorksheetsPerson with whom it’s EASY EASY EASY EASY to communicate, orPerson with whom it’s DIFFICULTDIFFICULTDIFFICULTDIFFICULT to communicate.Yourself in a WORKWORKWORKWORK environment.Determine primary and secondary styles for both.
Person with whom it’s EASY EASY EASY EASY to communicate, orPerson with whom it’s DIFFICULTDIFFICULTDIFFICULTDIFFICULT to communicate.Yourself in a WORKWORKWORKWORK environment.Determine primary and secondary styles for both.
Behavior Styles®
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The AID,Inc.The AID,Inc.®®Communication SystemCommunication System
Introducing….
AID,Inc.® System
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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.
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.
ApproachApproach
Action Guides™
One way you establish rapport.One way you establish rapport.One way you establish rapport.One way you establish rapport.An idea you will use to Approach An idea you will use to Approach An idea you will use to Approach An idea you will use to Approach
more effectively.more effectively.more effectively.more effectively.
Your Your Your Your Your Your Your Your ApproachApproachApproachApproachApproachApproachApproachApproach is Your is Your is Your is Your is Your is Your is Your is Your 11111111stststststststst Important Sale! Important Sale! Important Sale! Important Sale! Important Sale! Important Sale! Important Sale! Important Sale!
Please share with your group:
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How to Interview People and Discover
Their NeedsHow to Interview
People and Discover Their Needs
Review of the second step in the AID,Inc.AID,Inc.AID,Inc.AID,Inc.®®®® System…Interview
Develop key questions to Identify Customer Needs
In This Session
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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.
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.
InterviewInterview
Action Guides™
Interview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview Questions
1. 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?
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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.
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: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?
How do you respond when a customer complains?How well do you control your ego and emotions when a customer is unhappy?
Motives and Emotions
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How to Validate Yourself and Your Recommendations
How to Validate Yourself and Your Recommendations
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When do we begin…
…to Validate?What is our Focus?(end result benefits)
ValidateValidate
1. 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.
1. 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.
Action Guides™
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“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.”
“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.”
We Validate When People Say…We Validate When People Say…
Your Organization?
Your product or service?
Yourself?
Your Organization?
Your product or service?
Yourself?
ValidateHow do you validate:How do you validate:
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Six Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsMention your solution or service recommendation.Then communicate:
“What This Means “What This Means “What This Means “What This Means To You Is…”To You Is…”To You Is…”To You Is…”
“What This Means “What This Means “What This Means “What This Means To You Is…”To You Is…”To You Is…”To You Is…”
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People become loyal customers as a result of a memorable
service experience and the end-result
benefits they enjoy.
People become loyal customers as a result of a memorable
service experience and the end-result
benefits they enjoy.
Remember
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?
1. 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?
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Lasting Impressions• What is the most important What is the most important idea you have learned today?idea you have learned today?•• How will you apply this idea How will you apply this idea when you return to work?when you return to work?