Developing High Performance Practical Consultative Selling Skills Presenter: John Graci, President & CEO

What Is Consultative Selling? A selling technique in which the salesperson acts as an expert consultant for his or her prospects, asking questions to determine what the prospect needs. 

Key Areas to Improve Consultative Selling Understand management’s conundrum Understanding problems vs symptoms Ask effective questions Active listen Provide realistic solutions Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Establishing Credibility You have to build up credibility before the support comes to you. - Frank Gehry

“You can’t solve, you can’t fix, what you do not understand!” Consultative Selling “You can’t solve, you can’t fix, what you do not understand!” John Graci

Conflicting Agendas Managing expectations of team members and management

Employee’s Expectations Management’s Expectations ME! LEADER Conundrum Employee’s Expectations Management’s Expectations ME! LEADER Palmer J. Kalsem, 1951

Compassion versus Tough Love A Leader’s Conundrum Compassion versus Tough Love Bell curve You were good or excellent at what you did, freaky!

How Many of You Have an Open Mind?

How Many Squares Do You See?

What Are Some of the Nicknames of Team Members Who Drive Us Nuts?

Practicing Without a License! Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Slot Machine Problem Solving Problem/Situation Gather facts Underlining problem(s) Solution(s) Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail Slot Machine Problem Solving Creative Problem Solving Institute

“You can’t solve, you can’t fix, what you do not understand!” Consultative Selling “You can’t solve, you can’t fix, what you do not understand!” John Graci

Clarify, Restate, Summarize Communication ARC of Distortion Sender Receiver Clarify, Restate, Summarize Dr. Peter Burns

Vital Listening Skills Clarifying Restating Neutrality Paraphrase Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

A Few Consulting Questions What are some of the signs and symptoms leading you to believe training is needed? What training has this group been exposed to in the past? Who will hold attendees responsible for applying their knowledge? Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

A Few Consulting Questions What do you think the main challenge is? What is working well? What is the cost of doing nothing? Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

A Few Consulting Questions What is your definition of success? What is the value of this to your organization? If there was way to get you the benefits of what you are looking for, how interested would you be? Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Negative/Facts Symptoms Symptoms/facts that raise your eyebrow These symptoms/facts are all underlining problems Likely require additional fact-finding Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

The Situation of Employees Leaving --Negative Facts/Symptoms-- Resistant to change Mistakes, errors Poor attitude Conflict Poor morale Poor communication Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

The Mind of a Consultant Reduce / eliminate Problem/Situation Look at: Materials Method Machinery Milieu Money People cause or contribute? no yes People know how to do the task correctly? Reduce / eliminate yes Reinforce training: Meet-ask why Review expectations Chart/Graph Discipline Lesson 2 page 19 Not as complex as it looks, really this is just another way to look at a situation is by asking a couple direct questions: Is it a manpower issue (is Scooter at fault)? (from Lesson 1, “Guidelines for Selecting a Situation”, Edward Deming says 85% of the problems are system problems, not people problems) Does Scooter know how to do it (has s/he been trained)? Again, MOST of the time the problem will be the process, not Scooter, but if it is, does Scooter need training or discipline? Weaves with Supervision 1 sections on training, performance reviews, communicating expectations, assigning work, and discipline. no Formal training On-the-job training 22

Simple Training Assessment Gathers EE’s Ask each EE to write down five (5) most important needs List training needs Prioritize using consensus Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Don’t Eat the Elephant! Problem/Situation Gather facts Determine root cause(s) Solution(s) Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail Panacea! Slot Machine Problem Solving Creative Problem Solving Institute

Don’t Eat the Elephant Firehose Approach versus Drip Training Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Key Areas to Improve Consultative Selling Understand management’s conundrum Understanding problems vs symptoms Ask effective questions Active listen Provide realistic solutions Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Question and Answer What questions do you have for me?