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

2. 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. 

3. 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

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

5. “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

6. Conflicting Agendas Managing expectations of team
members and management

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

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

9. How Many of You Have an Open Mind?

10. How Many Squares Do You See?

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

12. 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

13. 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

14. “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

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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

27. Question and Answer
What questions do you
have for me?