1. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 building effective client relationships Understanding the Client

2. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 style fast paced overview hints and tips slides on-line short exercises discussions

3. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 topics How people tick The essentials of client rapport How clients make decisions Making ourselves preferred supplier

4. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 How People Tick

5. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 how people see the world

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7. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 characteristics Bold Assertive Affirmative Determined Cheerful Spirited Buoyant Uplifting Clear Objective Detached Showing no bias Still Tranquil Calming Soothing

8. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 Aggressive Controlling Driving Overbearing Intolerant Excitable Frantic Indiscreet Hasty Flamboyant Stuffy Indecisive Suspicious Cold Reserved Docile Bland Plodding Reliant Stubborn we can be seen as

9. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 Power dressing Suits Well pressed To impress Designer Statement Trendy Louder Brighter colours Different Conservative Dark suits 3 piece Traditional Relaxed Jumpers Tweed Casual Earth colours personality dress code

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11. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 Client Rapport

12. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 trust trust happens when someone believes you see the world the same way that they do

13. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 first impressions 30 seconds timing – pausing / filling gaps / rhythm vacuity gets forgotten – go beyond small talk get them to talk…theyll like you more do they see the world the way I do? will they help me fulfil my ambitions?

14. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 Client Decisions

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16. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 Making Ourselves Preferred Supplier

17. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 the PIE influence always aim to be first in recall !! Performance Image Exposure

18. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 follow up create reason to contact again put dates in diary for contact ORGANISE your data asap ask them how they would like contact to continue Royal Mail adverts make the contact relevant – ask the right questions at the start persistence isnt the same as stalking!

19. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 exceed expectations expected unexpected provide options and solutions, not problems give something for free (info, time or ideas) publicly recognise them or their ideas make a point of saying thanks note small things like interests and beliefs

20. SMART Sessions Understanding the Client www.goodfoot.co.uk +44 (0) 1926 859 060 Thank You www.goodfoot.co.uk/downloads/prodrive.aspx Understanding the Client