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Selling in a Service Culture 301

Selling in a Service Culture 301. Objectives. Developing a Sales Mentality Brian McCulloch - West Region Manager Understanding the Sales Process Eric McCulley - Great Lakes Region Manager Hiring, Training and Managing a CSR Holly Finnigan - Southeast Region Manager. Sales Mentality.

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Selling in a Service Culture 301

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  1. Selling in a Service Culture 301

  2. Objectives • Developing a Sales Mentality • Brian McCulloch - West Region Manager • Understanding the Sales Process • Eric McCulley - Great Lakes Region Manager • Hiring, Training and Managing a CSR • Holly Finnigan - Southeast Region Manager

  3. Sales Mentality • Starts with you • Everyday communication • Managing through the sales process

  4. Need for Change • The changing landscape • Need to differentiate • Need to leverage relationships

  5. Push vs. Pull • Investigate: Don’t present • Talk less listen more • Focus on referral provider wants/needs • Ask better questions

  6. Sales Process

  7. Needs Discovery Solution Gain Commitment Relationship

  8. Building Relationships • Core • Trust • Two Levels • Personal: Provider Centric • Professional: Client Centric • Outward Focus • Viral • …we do so at our ultimate competitive peril. • --Stephen Covey

  9. Sales Process Needs Discovery Relationship

  10. Needs Discovery • Learning What Matters • Perception of Value • Active Listening • Thoughtful Questions • Provider/Client Centric • Open Ended • Clarifying

  11. Sales Process Needs Discovery Solution Relationship

  12. Solution • Illumination • “Buying” vs. “Being Sold” • Two Criteria • Tied to a verbalized need • Value defined by referral provider

  13. Sales Process Needs Discovery Solution Gain Commitment Relationship

  14. Gain Commitment • Action Oriented Agreement • Mutual Accountability • Reflection of Partnership

  15. Sales Process Needs Discovery Solution Gain Commitment Relationship

  16. Hiring When to hire Defining your “A” Player Competencies Compensation plans Interviewing Process Confidence

  17. Training • Structured 90 day training plan

  18. Training • Structured 90 day training plan • Internal Orientation • Client Focus • Learning Sales Process • Role Playing • Shadowing Owner

  19. Managing Goal Setting & Accountabilities Creating a Marketing Plan Critical Number Review Coaching Meetings

  20. video

  21. Gain Commitment What are you going to do? • Communicate the Sales Mentality with Staff • Talk the language • Attend ongoing training seminars • Consider hiring a PR Firm • Listen to Education Campaign webinars • Meet weekly and monthly with CSR • Review critical #’s weekly

  22. Questions & Answers

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