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Copyright © CRKInteractive 2009. All rights reserved. 1 Establishing Credibility & Trust Your Facilitator: Chapter 2
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Copyright © CRKInteractive 2009. All rights reserved. 2 Strong Personal Relationships will overcome higher prices, product disadvantages, and buyer uneasiness. True or False?
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Copyright © CRKInteractive 2009. All rights reserved. 3 Facts alone seldom result in a “customer for life” without Establishing Credibility & Trust. True or False?
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Copyright © CRKInteractive 2009. All rights reserved. 4 Education, Training Previous Experience Product/Industry Knowledge Work Teams, Projects Awards/Honors Civic or Professional Organizations Hobbies - Interests Toot Your Horn
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Copyright © CRKInteractive 2009. All rights reserved. 5 1.Can I Trust You? 2.Are You Committed? 3.Do You Care About Me? 3 Un-Asked Questions
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Copyright © CRKInteractive 2009. All rights reserved. 6 Do What’s Right Do Your Best Treat Others As They’d Like To Be Treated Answers to the Three Un-Asked Questions
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Copyright © CRKInteractive 2009. All rights reserved. 7 1.Appearance 2.Conduct 3.Experience 4.Association 5.Knowledge Major Components of Credibility
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Copyright © CRKInteractive 2009. All rights reserved. 8 A skillful way of supporting another person that is not noticed Helps Create an Agreeable Atmosphere Reduces Tension Pacing
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Copyright © CRKInteractive 2009. All rights reserved. 9 Words, Phrases Speech Rate, Volume Observables, Moods, Feelings Opinions, Objections Body Language Past, Present, Future What Can Be Paced?
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Copyright © CRKInteractive 2009. All rights reserved. 10 Most Salespeople Are “Too Talkative” Less Than 30% “Really Listen” Over 80% “Waste Their Time” Wall Street Journal Article – Study of 432 Corporate Buyers
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Copyright © CRKInteractive 2009. All rights reserved. 11 Supporting Statements Acknowledgments Empathy Statements Clarifications Become a Better Listener By Providing Feedback
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Copyright © CRKInteractive 2009. All rights reserved. 12 Being Too Judgmental Explaining Too Early or Often Sounding Challenging, Hostile or Insincere Avoid:
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Copyright © CRKInteractive 2009. All rights reserved. 13 Use Their Name Take Notes Maintain Good Eye Contact Paraphrase Provide Feedback Listen Actively
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Copyright © CRKInteractive 2009. All rights reserved. 14 Facts Important Issues Needs Dreams F.I.N.D. Interview System
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Copyright © CRKInteractive 2009. All rights reserved. 15 Confirm The Amount of Time State Your Objectives Ask Good Open Ended Questions Listen More than You Speak Beginning the F.I.N.D. Interview
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Copyright © CRKInteractive 2009. All rights reserved. 16 In your opinion, why do your customers do business with you? ? A Good Open Ended Question
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Copyright © CRKInteractive 2009. All rights reserved. 17 No wrong answer (“in your opinion”). Gets Agent to open up. Provides insight into what they value. Gives you essential clues about the issues Agent thinks are vital. Why Is This a Good Question?
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Copyright © CRKInteractive 2009. All rights reserved. 18 “Seed” the Conversation with 3 Business Issues Identify - Rank - Explore 3 Issues Quantify the Importance & Implication of Success or Failure to Achieve Avoid the “Oooh! - Oooh!” Factor (launching into an immediate solution) Resist the temptation to start presenting! Uncovering Important Issues
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Copyright © CRKInteractive 2009. All rights reserved. 19 Three Business Issues: 1.Increasing the Customer Base 2.Retaining Existing Customers 3.Keeping Good People Customer Focused Sales Interviews
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Copyright © CRKInteractive 2009. All rights reserved. 20 Ask Open Ended Questions to: Uncover Problem Areas I.D. Needed Benefits Find out what they may not be doing to develop their potential or the success of their operation Time Table for Action Identifying Their Needs
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Copyright © CRKInteractive 2009. All rights reserved. 21 What Is Their Personal Win? More time with the family? Fewer hassles? More money? Recognition? Recreational Activities? Exploring Their Dreams
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Copyright © CRKInteractive 2009. All rights reserved. 22 Analyze how you can provide needed benefits You may need to think about what you’ve just learned In that case, make a follow-up appointment If the time is right, make your recommendations. Include your coaching Paint Word Pictures Talk About Similar Situations Tying It All Together
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Copyright © CRKInteractive 2009. All rights reserved. 23 Gather Key Information/Facts Prioritize 3 Key Issues, Needs and Goals I.D. Personal Win/Dream Goals of the F.I.N.D. Interview
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Copyright © CRKInteractive 2009. All rights reserved. 24 PRICEPRICE = VALUEVALUE Keep Good People Retain Customers Increase Customer Base Customer Focused Sales Interviews
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Copyright © CRKInteractive 2009. All rights reserved. 25 TIME FRAME FOR ACTION TIME FRAME FOR ACTION R.O.I.R.O.I. ARETHEYCOMMITTEDARETHEYCOMMITTEDDECISIONMAKINGPROCESSDECISIONMAKINGPROCESS Impact of Success, Failure of Doing Nothing, The Professional and Personal Win F.I.N.D. Window of Opportunity
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Copyright © CRKInteractive 2009. All rights reserved. 26 The Agent determines what constitutes “Value.” Hit the target with an “Agent Focused” Solution Customer Focused Sales Interviews
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Copyright © CRKInteractive 2009. All rights reserved. 27 1.Category Summary 2.Item Ratings 3.Highest Rated Items 4.Lowest Rated Items 5.Summary Comments Table of Contents
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Copyright © CRKInteractive 2009. All rights reserved. 28 Category Summary
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Copyright © CRKInteractive 2009. All rights reserved. 29 Item Ratings
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Copyright © CRKInteractive 2009. All rights reserved. 30 Highest Rated Items
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Copyright © CRKInteractive 2009. All rights reserved. 31 Lowest Rated Items
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Copyright © CRKInteractive 2009. All rights reserved. 32 Summary Questions 32.What is this person’s most outstanding attribute? -Self: Friendly, willingness to engage others, relationship building -Ability to connect on personal level with others 33.What do you believe should be this person’s top priority for further development? -Self: Time Management -Strategic Thinking 34.Add any final comments you think would be helpful. -Wonderful to work with -Energy and enthusiasm is contagious
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