2. Who will need to attend? This is Due to several reasons: A new training program needs to be implemented 1. Increase in Returns 2. Numerous Customer Complaint 3. Decrease in Sales

3. The new training program will have a couple parts Day 2 Training: o Individual/Team Value Perception o Group Role Play o Quiz Day 1 Training: o Execute Calls Effectively o Ask the Right Questions to fulfill customer needs o Quiz We will begin with a 2 day training program

4. The introduction into the training program 8:00-8:15am Breakfast and Program Introduction 8:15-8:45am Icebreaker and team division activities 8:45-9:00am Opening Effectively-Research Review 9:00-9:15am Presentation: Effective Call Execution Transcript 9:15-9:30am Break 9:30-9:45am Presentation: Characteristics of an Effective Sales Call 9:45-10:00am Poor Sales Call Execution Transcript 10:00-10:15am Team Call Transcript Analysis 10:15-10:45am Team Call Correction Presentations 10:45-11:00am Conclusion and Review

5. Customers talk more than the sellers Sellers ask more questions Sellers offer solutions later in the call: Develop the customers need before you offer a solution Make sure the customer is ready to hear the solution Not all questions are created equal: Some questions have more impact than others Use a mix of questions intended to achieve a specific purpose

6. Follow a customer-centered agenda Plan very carefully for sales calls Ask questions that benefit the customer ◦Diagnose problems ◦Develop and link needs in the organization Offer solutions to need expressed by the customer Develop value before discussing price Advance the sale to a natural close

7. SituationProblem Need-PayoffImplications Develop Needs

8. What information do you need to know? Ask about background, facts and context of the customers current situation. Question examples: What kind of instrument are you currently using? What type of music are you playing? Do you have a style or brand that you prefer?

9. What potential problems exist that you can solve? Ask about problems, difficulties or dissatisfaction with the current situation. Question examples: How concerned are you about______? Is there a risk that______? How confident are you that______?

10. What are the potential desired outcomes, and value of resolving the issue? Ask about the value, usefulness, pay-off, or importance of resolving a customers problems. Question examples: How would that improve your______? Would that make it easier to______? What would the benefits of______?

11. What are the Implications that make these problems more serious or urgent? Ask about the effects, consequences, or implications of a customers problems. Question examples: What effect does that have on______? Does it lead to______? What are the consequences of______? Does that make it more difficult to______?

12. Finishing day and review of the training 8:00-8:15am Breakfast and Objective Overview 8:15-8:30am Presentation: Value Scale 8:30-8:45am Individual Value Perception Activity: Need vs. Cost 8:45-9:00am Team Value Perception Activity: Seller Values vs. Customer Values 9:00-9:15am Presentation: Types of Needs 9:15-9:30am Break 9:30-9:45am Presentation: Steps for Obtaining Commitment 9:45-10:00am Team Activity: Read and Analyze Case Study 10:00-10:15am Group Role Play: Bringing It Home 10:15-10:45am Switch Roles: Bringing It Home 10:45-11:00am Conclusion and Review

13. Needs Do we have an issue, problem, or opportunity (NEED)? How BIG is it? Does it justify action? Value Does the value outweigh the cost of change? Price tag Hassle Risk VS

14. Implied Needs – Customer statements of problems difficulties or dissatisfaction Explicit Needs – Customers statements of strong want or desires

15. Sellers can uncover Implied needs and develop them into Explicit needs using investigating skills effectively Solutions presented in response to explicit needs have more impact on the customer and are more likely to be accepted Investigating skills are consistent with the Principles of Communication, which remind us that asking is more persuasive than telling.

16. Email Flyer

17. Why should they attend? 1.It’s Mandatory 2.Possibility of incentive pay increase 3.Increased customer satisfaction 4.Prizes for participation

18. Top Performer o Certificate/ Ticket o ½ day PTO Recognition Completion of the Course o Certificate/ Ticket Completion of the Course with 80% or higher on quiz o Certificate/ Ticket o 1 Hour of Personal Time Off (PTO) o Tickets to the Earth Wind and Fire Concert