MODULE 15 WORLD CLASS CONVERSATION WORKSHOP

Selling The Value of IGS Energy introducing World Class Conversations

WORLD CLASS PERFORMANCE OBJECTIVES During this workshop, you will learn to Apply the 4 step Conversation Roadmap to every conversation in order to provide consistent Customer experiences Understand your role as the Trusted Advisor – the voice of IGS Energy Focus on call flow and the use of effective questioning and listening to get the best results

So how do we become those trusted advisors to our Customers? It starts with World Class Conversations.

WORLD CLASS - ACTIVITY Discuss the best sales experience you’ve ever had over the phone or in person. Based on your experience, answer the following questions below What, specifically, made it so good and memorable? How were you treated? Was time spent educating you on the product or service? Would you buy from the Company again because of the experience? Have you done business with them again? Would you consider it a World Class experience?

WORLD CLASS CONVERSATIONS START WITH YOU! Many Supplier options … Price competition … Changing market conditions … Even with these challenges, opportunities exist in every phone call.

“The dollar bills the Customer gets from the tellers in four banks are the same. What is different are the tellers.” ~Stanley Marcus, Neiman-Marcus department stores

TO A RESIDENTIAL CUSTOMER OF IGS ENERGY, Through each and every conversation, you leave an impression on a Customer. You can Influence the Customers perspective of IGS Energy Help the Customer make an informed decision about using a Supplier Leave the Customer feeling confident in their decision to do business with IGS Energy YOU ARE IGS ENERGY.

The impression You leave is largely dependent on the way you begin, manage and end the call.

4 Steps That Guide Every Customer Conversation

START THE CALL RIGHT! It’s a 4 step process 1.Greet the Customer clearly and in a professional manner 2.Engage the Customer and build rapport 3.Brand the call 4.State compliance details

WHY IS START THE CALL RIGHT SO IMPORTANT?

SETTING THE STAGE! Start the Call Right is a chance to make a good first impression and set the tone for the call. It sets the stage for the Customer Experience and the Discovery Process!

Why is building rapport so important? STOP AND THINK…

RAPPORT AND TRUST GO HAND-IN-HAND When we build rapport, we build trust. People buy from people they trust. Having a good rapport and trust earns you the right to ask questions and present your products. We don’t have a product you can see, touch or feel…… Our product is represented by YOU!

Give examples of how you build rapport? STOP AND THINK…

BRAND THE CALL AND STATE COMPLIANCE DETAILS

Why are branding and compliance details important? STOP AND THINK…

DISCOVER THE NEEDS

DISCOVER THE NEEDS! 1.Present the Campaign message 2.Build the value and Educate the Customer 3.Discover the Customer details

UNDERSTANDING WHY CUSTOMERS BUY

Ask yourself: Why do I buy? Write down the first 5 things that come to mind when you think about WHY you buy? STOP AND THINK…

WHAT IS VALUE? AND HOW DO YOU SELL VALUE?

WHAT IS VALUE? Value is the perceived benefit of a product or service compared to its cost. Value is seen differently by every Customer. What is important to one customer may not be to another! val·ue valyoo/

KNOW THE CAMPAIGN MESSAGE…. AND, KNOW IT WELL!

DISCOVER THE CUSTOMER DETAILS

GET THE BILL! LET’S UNCOVER THE NEED

WHAT HAPPENS NEXT? Are you currently with the Utility? Are you with a Supplier? GATHER THE DETAILS

ASK A FEW QUESTIONS Set-up the enrollment and stay engaged in the process…. Ask questions Gather the address

Why is gathering the address so important? Let’s talk about the value in the communication. STOP AND THINK…

FILL THE NEEDS

IT’S A 3 STEP PROCESS 1.Present the offer as an expert 2.Reflect and overcome objections 3.Set up expectations – next steps – Warm Down FILL THE NEEDS

OVERCOMING OBJECTIONS! Objections come in all parts of the call – let’s discuss!

FINISH STRONG

1.Warm Down 2.Affirm the Customers Choice 3.End the call with a positive statement 4.Transfer to Verification FINISH STRONG

AFFIRM THE CUSTOMERS CHOICE! You’ve made a great choice and I’ll know you’ll be happy with this Program!

WARM DOWN….LET’S REVIEW PROPERLY SET THE EXPECTATIONS! IT’SIMPORTANT

END THE CALL WITH A POSITIVE STATEMENT LET’S DISCUSS!

QUESTIONS?

Finish Strong Proactively close the sale with confidence Summarize the order Affirm the Customers choice End the call with a positive statement Fill the Needs Present the offer as an expert Tie the offer to the most important needs - recommend Reflect and overcome objections Top-down sales approach: move to backup program as needed Discover the Needs Ask question and listen to gather information using a balance of open/closed questions Probe for needs and wants - Cross Sell Build the value of the products/services Start the Call Off Right Greet the Customer clearly Reflect the Customer's reason for calling while offering help Set the agenda - ask for permission to ask questions