1. Chapter 12 “Tools & Tips” Objectives 1.How should I listen and why is it important? 2.What role does networking play in sales? 3.What is an elevator Speech? – write one 4.How do we use account profiles and customer data? 5.Review the components of a good call plan. 6.What is a call report and why have them?

2. Chapter 8 2 Listening It’s boring to hear the ___________________ over and over People generally care more about themselves than others There are often _______________________

3. Chapter 8 3 Listening Listening is the most critical ________________ People seldom will tell you that you are a poor listener They just find somebody _______________________

4. Chapter 8 4 Active Listening Listen to Listen for the the customer says it Carefully observe all You must listen for three types of information: _________________

5. Chapter 8 5 Listen for Facts... Use to help make sure you understand the implications of what the customer is saying “Sub-verbally” support the customer and encourage them to keep talking Use... “Oh?” “Yes,” “I see,” a raised eye-brow or a nod of the head Use what you just heard

6. Chapter 8 6 Listen for Facts... _____________________ draw diagrams or fields, or draw organizational diagrams- with permission It keeps you _________________ It helps you remember It lets the customer know you think what they are saying is important Customers don’t like to repeat things they think you should remember Never ____________________________________________________ __________________________________ interrupt the customer or stop listening before the customer has __________________

7. Chapter 8 7 Listen for Feelings... Feelings may be more important then facts when a customer is making a major purchase Listen to: ____________________ the customer is talking ____________________ about a problem or opportunity ____________________ about an issue ____________________ to move toward a result

8. Chapter 8 8 Listen for Cues… In general customers share information when … They are _____________ with the salesperson They believe the salesperson might be able to ______________ They have a ________________________ They want to communicate their ________________________

9. Chapter 12 9 Networking 1.Link with decision makers in _____________ 2.Establish ______________ as a professional 3.Increase contacts in ___________________ 4.Share resources with others – _______________________________________ _______________________________________ Best of the Best

10. Chapter 12 10 Everyone is connected. The results of Stanley Milgram’s “Small World” experiment on social connectedness are often summarized as showing that “six degrees of separation” exist between any … ______________________________ Facebook experiments conducted by the University of Milan in 2008 showed the number was 5.28 connections, and in 2011, was 4.74.

11. Chapter 12 11 Network Linkages Using your network effectively means planning for how to ___________________ ___________________ Through your connections with others You Tom Laura Are roommates with Whose mother is Sam Whose is in Rotary with Your Dream Employer Who is the head of human resources at

12. Chapter 12 12 Networking Linkages are only one part of networking Effective networking requires ____________________________________ Best of the Best

13. Chapter 12 13 Networking The Best sales persons participate in activities that provide opportunities for networking Chambers of Commerce Industry organization Philanthropic Activities Service Organizations A “bonus” from serving others is the opportunity ______________________________________________ or introduce you to others Best of the Best

14. Chapter 12 14 Networking Events Networking often takes place at events that require specific ________________ Managing the logistics of balancing a plate, napkin and drink in your left hand So that you keep your right hand free to shake hands and ________________________________________ ________________________________________ Strategically “working a room” Best of the Best

15. Chapter 12 15 Networking Events Remember that: There are often people who are nervous at these events These aren’t ___________________ (where people line up to see others) nor are they just ______________________ Have a brief description of yourself and your company to share Best of the Best

16. Chapter 12 16 Networking Tips __________________ Whom do you want to meet? What kind of outcome do you want? o Contacts to follow up with later o Be positive & your self, not too _________________________ o Look for ____________________ Look for clusters with someone ________________________________________ ________________________________________ Best of the Best

17. Chapter 12 17 Networking Tips Introduce yourself _____________________ Introduce your company (Elevator Speech) What your company does What kinds of customers your company works with Positive aspects of your reputation Facts, not bragging Best of the Best

18. Chapter 12 18 Etiquette Nametag on right lapel Drink, napkin, plate in left hand Business cards in an accessible pocket (not in your hand) Pen accessible (for making note on card) Promises, connections Do not form a line Be positive (food, atmosphere, event) Excuse yourself before leaving a cluster Move slowly between groups Don’t sell your products here

19. Chapter 12 19 Networking Tips Ask a question _________________________________ Find common interests Industry news Topics of mutual interest Suggest a meeting at some time after the event (if appropriate) & follow-up Best of the Best

20. Chapter 12 20 Elevator Speech 30 seconds, less than a 100 words __________________________________________ Written, memorized and rehearsed so it is natural, conversational, positive & confidently delivered Describes your competitive advantage Answers the question, ___________________ Could include a brief follow up story that illustrates your point … _____________________ Best of the Best

21. Chapter 12 21 Elevator Speech Best of the Best Company name Does Helps, assists, works with [what customers] In order to Perform, conduct, provide, create [what value] By or through Brief description of products or services in lay terms [product overview] Which is unique because How you are unique [competitive advantage] Which allows them to Be successful, earn money, work with their clients more effectively [benefit of your value] An example of this is… Factual evidence [brief story of someone you helped without naming names unless you have permission to do so]

22. Chapter 12 22 Account Profiles and Customer Data The best of the best know that understanding the complex customers they work with Can’t be left to ______________ And good intentions Strategy begins with _______________________ Best of the Best

23. Chapter 12 23 Call Plans Call plans should be ________________ An agenda could be __________________________________________________ It shows that you’ve planned They will take it more seriously Doesn’t have to be detailed _________________ o Introduction o Clarify challenges or goals o Discuss potential solutions o Next steps Best of the Best

24. Chapter 12 24 Call Reports After each call record some notes While it’s fresh To make sure any promises made are __________________ Call reports are easily shared with others Helps to _______________________________ Coordinates efforts _____________________ Shares what you’ve been doing with the ___________________ Best of the Best