Chapter 12 “Tools & Tips” Objectives

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

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

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

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

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. 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. 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. 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. Networking Best of the Best • Link with decision makers in _____________ • Establish ______________ as a professional • Increase contacts in ___________________ • Share resources with others – ______________________________________________________________________________

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

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

13. Networking Best of the Best • 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

14. Networking Events Best of the Best • 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”

15. Networking Events Best of the Best • 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

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

17. Networking Tips Best of the Best • 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

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. Networking Tips Best of the Best • 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

20. Elevator Speech Best of the Best 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 …_____________________

21. Elevator Speech Best of the Best

22. Account Profiles and Customer Data Best of the Best • 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 _______________________

23. Call Plans Best of the Best • 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 _________________ • Introduction • Clarify challenges or goals • Discuss potential solutions • Next steps

24. Call Reports Best of the Best • 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 ___________________