2. Overview of the workout TimeContentMethod / Person 10 minutesWelcome & objectives Trainer led 30 minutes Meeting Preparation with activity Trainer led 20 minutes Understanding your client’s personality Trainer led 10 minutesOpen the Meeting Trainer led Group activity 30 minutesDefine the Opportunity Trainer led Group activity 10 minutesTime to Pitch Trainer led 10 minutesBreak 10 minutesClose Trainer led 40 minutesRole Play Group activity 10 minutesCool Down Period Trainer led

3. Framework for running effective client meetings Prepare for the Meeting Build Rapport Open the Meeting Define the Opportunity Do your Sales Pitch Close the Meeting

4. Preparing for meetings ”Failing to prepare is preparing to fail” Objectives – best case, realistic & worst case Agenda – topics to cover; approach for meeting Questions – plan the questions to ask Objections – anticipate & plan for possible objections

5. Meeting preparation - activity Preparing for an upcoming meeting 1.Everyone to think of an up-coming meeting they have 2.Complete a plan for this meeting using the Meeting Planning template provided – 10 minutes 3.Share your plan with a colleague and challenge / iterate each other’s - 10 minutes

6. Framework for running effective client meetings Prepare for the Meeting Build Rapport Open the Meeting Define the Opportunity Do your Sales Pitch Close the Meeting

7. Build rapport - adjust to the customer’s personality 1 2 3

8. The 3 styles TypeDescriptionBehaviours Relationship Need for establishing, maintaining, or restoring positive emotional relationships Focuses on being liked or accepted Tried to minimise conflict Wants to place interests of group / team above personal needs Achievement Need for measurable, personal accomplishment Strives to outperform others Tries to make a unique contribution Sets goals & deadlines Makes plans to overcome obstacles Authority Need to influence or exert control over others Tries to influence through powerful actions (verbal attacks, argument) Intentionally provokes, and seeks control over others’ reactions Wants to acquire reputation/status

9. How should we communicate with each type? How do you like to be communicated with?  What is your perception (both positive & negative) of the other 2 types? 1 2

10. Dealing with Relationship people Stress value of relationship to you: communicate “I like working with you” Discuss how recommendations affect people in the organisation - show sensitivity to their needs Encourage mutual personal disclosure (“I feel… I fear …I appreciate”) Start conversations with small talk – catching up, ask about weekend plans, kids, etc. Schmooze (make light conversation) liberally Avoid conflict and confrontational situations and language Avoid invoking the rule book or policies - be flexible in interactions and processes

11. Dealing with Achievement people Lay out clear timelines and deliverables Break up larger tasks and initiatives into smaller segments Communicate specific ways in which they can exert influence on outcomes State sense of personal achievement as a reward for efforts Use process and language of problem-solving Push innovation as a means to achieving success Don’t start calls without an agenda or clear objectives Don’t forget to give concrete, regular feedback on personal/organisational performance

12. Dealing with Authority people Focus on their personal influence on others to realise their goals Let them drive the agenda - give them plenty of ‘airtime’ Highlight rewards for personal sacrifice State specific ways they can strengthen and support their people and organisation Create ample opportunities for them to give their views for or against an issue Argue your point (only if you have earned their respect) Don’t waste their time - start calls quickly Don’t stress the need to be liked or viewed favourably in the organisation

13. Framework for running effective client meetings Prepare for the Meeting Build Rapport Open the Meeting Define the Opportunity Do your Sales Pitch Close the Meeting

14. Opening the meeting Agenda – both yours and the client’s Outcomes – discuss what you hope to achieve Time – clarify you have the amount of time as arranged Questions – clarify it is fine to ask questions

15. Framework for running effective client meetings Prepare for the Meeting Build Rapport Open the Meeting Define the Opportunity Do your Sales Pitch Close the Meeting

16. Define the opportunity NO NEED = NO SALE People are motivated to buy based on Pain or Gain PAIN – they have a problem with what they’re currently doing/using: a NEED GAIN – they would like to do things better (grass is always greener): a WANT

17. Probe for PAIN PAIN FrustrationIssuesChallengesDifficulties

18. Probe for GAIN – “When you say it, it’s sold. When they say it, it’s gold!” GAIN InterestBenefitsAdvantageValue

19. PAIN / GAIN practice activity Break into teams of 2-3 people Each team to write 5 PAIN and 5 GAIN questions relating to buying a new car ― E.g. PAIN – “What troubles are you experiencing with your old car?” ― E.g. GAIN – “What are you most looking forward to with your new car?” Each team to share their questions to the group

20. Making Pain / Gain relevant to you Break into different teams of 2-3 people Each team to write 5 PAIN and 5 GAIN questions relating to your industry / market and what you sell Each group to write up their questions and present them to the wider group You have 10 minutes

21. Framework for running effective client meetings Prepare for the Meeting Build Rapport Open the Meeting Define the Opportunity Do your Sales Pitch Close the Meeting

22. Time to pitch Is the PAIN or the GAIN big enough for the client to do something about? YES It’s time to pitch! NO Keep questioning

23. Pitching – keep it relevant Use ONLY relevant facts and features of your product / service that helps resolve the client’s Need or Want No more, no less. Any irrelevant selling will lead to objections

24. Framework for running effective client meetings Prepare for the Meeting Build Rapport Open the Meeting Define the Opportunity Do your Sales Pitch Close the Meeting

25. What is closing? The Close Another Meeting They buyTrial Commit to something Their Time Another meeting Resources Involve other people Money Trial / Purchase Commitment...

26. The Close Needs & Wants Summarise their Needs or Wants How you can help Summarise how you resolve their Needs or Wants Next Steps Suggest the next steps Get some commitment Wait Don’t be afraid of silence 1 2 3 4

27. Time to practice – role plays

28. Role plays Team MemberRound 1Round 2 1 Client 2 SellerObserver 3 Seller Get into teams of 3 people We will run the same role play twice so more people have a go 1 person from each group needs to role play as the client – both times The other 2 people in the group will either be selling or observing the role play – decide who goes 1st Handout the printed role plays At the end of the role play, the client and observer to give feedback Then the seller and observer switch roles, and the next person role plays

29. Cool Down