Essential Sales Skills for Blood Bankers

1. 10/22/2007 www.chrissopa.com Essential Sales Skills for Blood Bankers Annual Conference 2007 First of all, thank you for choosing this session out of all of them that you could chose from. You of course chose the best one!!! Happy to be here. Love any excuse to come to California!! A little about what to expect in the next 3 � hours � made this presentation a combination of lecture and interaction - you will learn just as much from each other as you will from me. I am the expert on performance enhancement and motivation and YOU are the experts on Blood Banking. I also approach sales from an inside out perspective, meaning that I feel you must work on what drives you from the inside first because that is what we see on the outside in the form of your results. I will go over the agenda and objectives with you so you know when the break is and I also promise you we will end on time. First of all, thank you for choosing this session out of all of them that you could chose from. You of course chose the best one!!! Happy to be here. Love any excuse to come to California!! A little about what to expect in the next 3 � hours � made this presentation a combination of lecture and interaction - you will learn just as much from each other as you will from me. I am the expert on performance enhancement and motivation and YOU are the experts on Blood Banking. I also approach sales from an inside out perspective, meaning that I feel you must work on what drives you from the inside first because that is what we see on the outside in the form of your results. I will go over the agenda and objectives with you so you know when the break is and I also promise you we will end on time.

2. 10/22/2007 www.chrissopa.com Agenda Parking Lot Interpersonal skills Attitudes & conditioning F.E.A.R. Communication Self-esteem Importance of defining a goal BREAK Prospecting techniques USP Networking Referrals Centers of Influence Cold Calling Sales Process � 5 steps Keeping it Going Follow up Tracking Relationship Marketing Customer service Pluses & Deltas of session Questions Check Parking Lot

3. 10/22/2007 www.chrissopa.com Objectives You will leave here with at least ONE idea, process or attitude that you can implement immediately. You will understand the importance of how your inner attitudes affect your sales results. You will gain valuable insight and ideas from myself and others in this session on prospecting techniques that work, a successful sales process, how to overcome common objections and how to stay positively connected for guaranteed future sales.

4. 10/22/2007 www.chrissopa.com When you see this symbol it will signify a personal reflection, two-person discussion or small group discussion.

5. 10/22/2007 www.chrissopa.com Handouts/Presentation All handouts, this power point presentation and articles can be obtained by going to: www.chrissopa.com Click on �Tools� to right on home page. Click on �AABB Conference Materials�

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7. 10/22/2007 www.chrissopa.com Open Mind What is an open mind? How many people here feel they have an open mind?How many people here feel they have an open mind?

8. 10/22/2007 www.chrissopa.com Open Mind Keeping an open mind today will assure that your mind is ready to be creative in applying what you hear and open to new ideas and ways of doing things. Some of this you will have heard before, other things may be new and some of it may be old but you are hearing it in a new light. I believe we can talk about sales skills all day and you may learn one or two things but ultimately nothing will change. Why do you think I say that? Change begins on the inside. Your beliefs, some of which are buried in your subconscious mind that you do not even realize, drive your behaviors and actions. It is getting to the core of some of these beliefs and challenging them with new ideas and ways to implement them that causes lasting change. Your level of interpersonal skills plays a big role in how successful you are in sales. Would you agree with that statement? Why? Keeping an open mind today will assure that your mind is ready to be creative in applying what you hear and open to new ideas and ways of doing things. Some of this you will have heard before, other things may be new and some of it may be old but you are hearing it in a new light. I believe we can talk about sales skills all day and you may learn one or two things but ultimately nothing will change. Why do you think I say that? Change begins on the inside. Your beliefs, some of which are buried in your subconscious mind that you do not even realize, drive your behaviors and actions. It is getting to the core of some of these beliefs and challenging them with new ideas and ways to implement them that causes lasting change. Your level of interpersonal skills plays a big role in how successful you are in sales. Would you agree with that statement? Why?

9. 10/22/2007 www.chrissopa.com Interpersonal Skills People buy YOU before they buy anything else you are selling! This is especially true if you are selling a service, an intangible!!! Can anyone share with me a recent great sales experience they had? Why was it great? If no one volunteers, did anyone buy a car, house, large appliance, etc. recently?This is especially true if you are selling a service, an intangible!!! Can anyone share with me a recent great sales experience they had? Why was it great? If no one volunteers, did anyone buy a car, house, large appliance, etc. recently?

10. 10/22/2007 www.chrissopa.com What is your definition of success for your position in your company? Personally? Are they compatible? Do success formula on flip chart: Improved Results = Attitude ( Goals + PBC + Skills (how to do it) & Knowledge (what to do and when to do it)) The attitude is the Want to and Why am I doing it!!! Must define this first in order to know where you are headed as well as where you are starting from. Driving to Baltimore but do not know where I am starting from example. Also, driving from CA to unknown destination�not sure which way to go either. What is your definition of success for your position in your company? Personally? Are they compatible? Do success formula on flip chart: Improved Results = Attitude ( Goals + PBC + Skills (how to do it) & Knowledge (what to do and when to do it)) The attitude is the Want to and Why am I doing it!!! Must define this first in order to know where you are headed as well as where you are starting from. Driving to Baltimore but do not know where I am starting from example. Also, driving from CA to unknown destination�not sure which way to go either.

11. 10/22/2007 www.chrissopa.com Our attitudes are our HABITS OF THOUGHT. Sunday morning drive in your sports car and/or how they train elephants in a zoo. OUR BEHAVIORS ARE DIRECTLY LINKED TO OUR ATTITUDES!! 95% of our personality/values/beliefs/attitudes are formed before we are 5 years old. Do you think the majority of these attitudes that are formed are positive or negative? (show of hands) 77% are negative and 23% are positive. Our attitudes are our HABITS OF THOUGHT. Sunday morning drive in your sports car and/or how they train elephants in a zoo. OUR BEHAVIORS ARE DIRECTLY LINKED TO OUR ATTITUDES!! 95% of our personality/values/beliefs/attitudes are formed before we are 5 years old. Do you think the majority of these attitudes that are formed are positive or negative? (show of hands) 77% are negative and 23% are positive.

12. 10/22/2007 www.chrissopa.com Attitude Don�t bite off more than�. Don�t speak unless�. Don�t talk to�. Children should be seen�. Don�t go where you�re not�. Now name one positive statement you heard as a child�. The Don�ts of our childhood turn into the can�ts of our adulthood. When we hear, see or experience something over and over again, it gets imbedded in our subconscious mind. We then remember it forever unless we rewire or replace that existing thought or pattern. The key is to replace it. Our minds do not work in a vaccuum. You cannot just say, okay, I won�t think that anymore or do that anymore. You have to replace it with something. Now name one positive statement you heard as a child�. The Don�ts of our childhood turn into the can�ts of our adulthood. When we hear, see or experience something over and over again, it gets imbedded in our subconscious mind. We then remember it forever unless we rewire or replace that existing thought or pattern. The key is to replace it. Our minds do not work in a vaccuum. You cannot just say, okay, I won�t think that anymore or do that anymore. You have to replace it with something.

13. 10/22/2007 www.chrissopa.com Our mind Main difference between the two is that the conscious mind can choose and the subconscious mind cannot. The subconscious can only accept information it is given by the conscious mind. Subconscious expresses itself through our behaviors. Example from audience of something they heard when they were a child. Past conditioning = thought = feeling = action = result The patterns and habits we have developed our our business and our sales are imbedded in our subconscious minds and all we have to do is change that. How? Spaced repetition, belief and a clear, specific defined goal with an action plan behind it. Our conscious minds do not fully develop until we are around 7 years old. Main difference between the two is that the conscious mind can choose and the subconscious mind cannot. The subconscious can only accept information it is given by the conscious mind. Subconscious expresses itself through our behaviors. Example from audience of something they heard when they were a child. Past conditioning = thought = feeling = action = result The patterns and habits we have developed our our business and our sales are imbedded in our subconscious minds and all we have to do is change that. How? Spaced repetition, belief and a clear, specific defined goal with an action plan behind it. Our conscious minds do not fully develop until we are around 7 years old.

14. 10/22/2007 www.chrissopa.com What does FEAR stand for? What fears keep you from achieving your goals personally and professionally? Fear of change and what it might mean or bring about Fear of failue Fear of responsibility (success) Fear of what others may think Fear of �doing it wrong� � for my perfectionists out there!! What we think about we bring about � Law of Attraction � focus on what you want not what you do not want!! It changes your attitude, your feelings and your behaviors which ultimately changes your results.What does FEAR stand for? What fears keep you from achieving your goals personally and professionally? Fear of change and what it might mean or bring about Fear of failue Fear of responsibility (success) Fear of what others may think Fear of �doing it wrong� � for my perfectionists out there!! What we think about we bring about � Law of Attraction � focus on what you want not what you do not want!! It changes your attitude, your feelings and your behaviors which ultimately changes your results.

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18. 10/22/2007 www.chrissopa.com Communication Body Language Signs 55% See Body Language sheet: What are some body language signs you encounter daily - negative or positive and what do you think they mean? We watch each other more than we listen. We listen as much with our eyes as we do our ears. OK sign exerciseSee Body Language sheet: What are some body language signs you encounter daily - negative or positive and what do you think they mean? We watch each other more than we listen. We listen as much with our eyes as we do our ears. OK sign exercise

19. 10/22/2007 www.chrissopa.com Communication Tone of Voice 38% Our tone of voice majorly impacts the meaning behind what we are saying. If you are on the phone, body language drops off so how much do you think tone of voice carries percentage-wise? (86%) Card exercise � 7 volunteers Biggest secret to cold calling!! Tone of voice will keep the other person on the phone longer than usual.Our tone of voice majorly impacts the meaning behind what we are saying. If you are on the phone, body language drops off so how much do you think tone of voice carries percentage-wise? (86%) Card exercise � 7 volunteers Biggest secret to cold calling!! Tone of voice will keep the other person on the phone longer than usual.

20. 10/22/2007 www.chrissopa.com Communication How many of you use email? Email reduces your communication to 7% - leaves tone and body language open for the receiver to guess and make assumptions. Words may be a small part of our communication but they are very powerful. They can do permanent damage so our choice of words we use is very important. �Sticks and stones may break my bones but names will never hurt me!!� RUBBISH!!How many of you use email? Email reduces your communication to 7% - leaves tone and body language open for the receiver to guess and make assumptions. Words may be a small part of our communication but they are very powerful. They can do permanent damage so our choice of words we use is very important. �Sticks and stones may break my bones but names will never hurt me!!� RUBBISH!!

21. 10/22/2007 www.chrissopa.com Word scramble � LISTEN = SILENT Listening is the most vital part of communciation�.it is our empathy skill. We have two ears and one mouth for a reason In sales, 80% of the time you should be listening and 20% of the other 20% of the time you should be talking. The better listener you are the more respect you will gain from the other person.Word scramble � LISTEN = SILENT Listening is the most vital part of communciation�.it is our empathy skill. We have two ears and one mouth for a reason In sales, 80% of the time you should be listening and 20% of the other 20% of the time you should be talking. The better listener you are the more respect you will gain from the other person.

22. 10/22/2007 www.chrissopa.com Word scramble � LISTEN = SILENT Listening is the most vital part of communciation�.it is our empathy skill. We have two ears and one mouth for a reason In sales, 80% of the time your prospect should be talking and 20% of the time you should be. The better listener you are the more respect you will gain from the other person. Good Listening skill how-to�s: Take time to listen and be present. People can tell when you are not listening. (Ex; checking email while on the phone) Be attentive and check for understanding. Listen with an open mind � do not finish their sentences. Listen for feelings � people repeat the things that are important to them. Listen to their tone for feelings (how they say as well as what they say). Listen for retention � Pause and recap to check your understanding and assist your memory for later.Word scramble � LISTEN = SILENT Listening is the most vital part of communciation�.it is our empathy skill. We have two ears and one mouth for a reason In sales, 80% of the time your prospect should be talking and 20% of the time you should be. The better listener you are the more respect you will gain from the other person. Good Listening skill how-to�s: Take time to listen and be present. People can tell when you are not listening. (Ex; checking email while on the phone) Be attentive and check for understanding. Listen with an open mind � do not finish their sentences. Listen for feelings � people repeat the things that are important to them. Listen to their tone for feelings (how they say as well as what they say). Listen for retention � Pause and recap to check your understanding and assist your memory for later.

23. 10/22/2007 www.chrissopa.com Self-esteem What is self-esteem? Self-esteem is a state of mind. It is the belief we have of ourselves in our minds � this is the main reason people do not perform up to their potential. We all use only about 3% of our potential on a daily basis. Hold yourself in integrity like you do with others. (keeping an appt.) Listen to your self-talk � is it positive or negative. Clarify specifically what type of person you want to be and DECIDE to be that person. Declaration of self-esteem exercise.Self-esteem is a state of mind. It is the belief we have of ourselves in our minds � this is the main reason people do not perform up to their potential. We all use only about 3% of our potential on a daily basis. Hold yourself in integrity like you do with others. (keeping an appt.) Listen to your self-talk � is it positive or negative. Clarify specifically what type of person you want to be and DECIDE to be that person. Declaration of self-esteem exercise.

24. 10/22/2007 www.chrissopa.com Self-esteem What feelings did the reading invoke? How will believing in what is written change your life? How does this reading tie into your sales skills? Discuss with a partner for 5 minutes.Discuss with a partner for 5 minutes.

25. 10/22/2007 www.chrissopa.com Goal Setting �The deepest secret is that life is not a process of discovery, but a process of creation.�� You are not discovering yourself, but creating yourself anew.�� Seek, therefore not to find out who you are, seek to determine who you want to be.� Book �Conversations With God� Vacation � how many people take a vacation every year? How long does it usually take you to plan it, nuts and bolts? How much time do you take to plan the other 50 weeks of your life that year? Goals come from your dreams. Many of us think we know what we want but usually it is very vague and non specific. Vacation � how many people take a vacation every year? How long does it usually take you to plan it, nuts and bolts? How much time do you take to plan the other 50 weeks of your life that year? Goals come from your dreams. Many of us think we know what we want but usually it is very vague and non specific.

26. 10/22/2007 www.chrissopa.com Goal Setting Written Harmonious Yours Specific Measurable Attainable Realistic Target Date

27. 10/22/2007 www.chrissopa.com Goal Setting Subconscious mind needs to hear goal as if you were talking to a 5 year old so it can clarify and act!! Individual exerciseSubconscious mind needs to hear goal as if you were talking to a 5 year old so it can clarify and act!! Individual exercise

28. 10/22/2007 www.chrissopa.com Goal Setting What do I want? What are 3 things I will see to let me know I have achieved this? What will I hear others saying about me? What will I be saying about myself? How will I feel when I have acieved this? What 3 immediate, specific action steps must be taken to accomplish this goal? Subconscious mind needs to hear goal as if you were talking to a 5 year old so it can clarify and act!! Individual exerciseSubconscious mind needs to hear goal as if you were talking to a 5 year old so it can clarify and act!! Individual exercise

29. 10/22/2007 www.chrissopa.com 15 MINUTE BREAK15 MINUTE BREAK

30. 10/22/2007 www.chrissopa.com Target Market What does your target market look like? On flip chart � what are the characteristics of the clients you would like to attract to your business?On flip chart � what are the characteristics of the clients you would like to attract to your business?

31. 10/22/2007 www.chrissopa.com Target Market What is changing (or has recently changed) relative to sales in your industry? with your customers? with your company? Group discussion � 10 minutesGroup discussion � 10 minutes

32. 10/22/2007 www.chrissopa.com Partner with another person and answer these two questions. Hard to answer or easy? You have a very short amount of time to generate their interest. Must define your Unique Selling Proposition before you prospect!!! �Hi Chris, what do you do?� �I improve your employees interpersonal skills so they can perform better for you on a daily basis.� �How do you do that?� - �I present half day and full day workshops as well as individual coaching with employees� Now, what makes you unique = �I work primarily in the healthcare, government and education industries and use my personal experience, educational and professional background and ability to connect with an audience through interaction and emotion to engage them so what they learn sticks.�Partner with another person and answer these two questions. Hard to answer or easy? You have a very short amount of time to generate their interest. Must define your Unique Selling Proposition before you prospect!!! �Hi Chris, what do you do?� �I improve your employees interpersonal skills so they can perform better for you on a daily basis.� �How do you do that?� - �I present half day and full day workshops as well as individual coaching with employees� Now, what makes you unique = �I work primarily in the healthcare, government and education industries and use my personal experience, educational and professional background and ability to connect with an audience through interaction and emotion to engage them so what they learn sticks.�

33. 10/22/2007 www.chrissopa.com Prospecting Networking Centers of Influence Referrals Cold calling These four are the most successful. Results in prospecting are due to ACTIVITY!!These four are the most successful. Results in prospecting are due to ACTIVITY!!

34. 10/22/2007 www.chrissopa.com Networking Approximately 60% of all new jobs/contacts are made through networking. Events to attend specific to your target market only!! Be yourself. Be a �connector� for other people. Keep your networking current. Where do you network that is successful for this industry? How effective are your current networking techniques? Are you tracking your success? Introduce other people to each other at the event. They will remember you. Keep on top of your networking � set a goal � one event per week, etc. You usually see the results of your networking approximately two months later. Where do you network that is successful for this industry? How effective are your current networking techniques? Are you tracking your success? Introduce other people to each other at the event. They will remember you. Keep on top of your networking � set a goal � one event per week, etc. You usually see the results of your networking approximately two months later.

35. 10/22/2007 www.chrissopa.com Centers of Influence A center of influence is someone who has influence with others and has agreed to help you by making introductions. Usually a satisfied customer. Expect no reciprocation beyond the intrinsic value they find in helping you. ASK!! Who are your current centers of influence? (list them)Who are your current centers of influence? (list them)

36. 10/22/2007 www.chrissopa.com Referrals ASK!! (remind yourself) Referrals generate 80% more results than cold calls. Give them as well � be sure the person is of integrity. A referral from you is a reflection of you. Build trust quicker, establish credibility faster and discover needs more easily. How many people do you know that are in a position to give you a referral? (list them)How many people do you know that are in a position to give you a referral? (list them)

37. 10/22/2007 www.chrissopa.com Cold Calls It is less WHAT you say, and more HOW you say it! Make the call as warm as possible. Purpose of call? Make friends with the Admin. Asst. (gatekeeper) Your opening statement is crucial (your USP) and is what keeps them on the phone for 15 more seconds. Names of people to call: Business directories from Chambers Businesses from articles in Newspaper Internet (target markets) Drive through industrial parks in town Lists (target markets) from Office of Economic Development in County Companies you do personal business with (banks, car dealer, doctors offices) Directories from other Associations (Women�s Business Network, etc.) List of Board members from chamber New businesses that join chamber Book of Lists THE KEY IS�YOU WANT TO MAKE THE CALL AS WARM AS POSSIBLE! Is the purpose of the call to make an appt. or make a sale? (depends on industry and what you are selling). Names of people to call: Business directories from Chambers Businesses from articles in Newspaper Internet (target markets) Drive through industrial parks in town Lists (target markets) from Office of Economic Development in County Companies you do personal business with (banks, car dealer, doctors offices) Directories from other Associations (Women�s Business Network, etc.) List of Board members from chamber New businesses that join chamber Book of Lists THE KEY IS�YOU WANT TO MAKE THE CALL AS WARM AS POSSIBLE! Is the purpose of the call to make an appt. or make a sale? (depends on industry and what you are selling).

38. 10/22/2007 www.chrissopa.com Sales Process Openers used by sales people viewed negatively by prospects during the introduction? Small talk 95% Benefit claim 89% Product reference 85% Question 84% Intention announcement 78% Company reference 74% �You�re Working Too Hard To Make The Sale,� by Bill Brooks and Tom Travisano The first two steps in the sales process are fairly common place over all industries (introduction and favorable attention).The first two steps in the sales process are fairly common place over all industries (introduction and favorable attention).

39. 10/22/2007 www.chrissopa.com Introduction Introduction � goal is to make a good first impression. First opportunity to sell YOU! Self-confidence plays a big part here � we read each other in the first 30 seconds of meeting. Personal checklist before a meeting. Eye contact, firm handshake and positive attitude are the most important. True confidence makes the other person feel at ease. Confidence comes from knowledge and experience and good preparation. Confidence gives you a strong and positive self-image. Personal check list: Dress Posture Hair Smile Handshake Attitude Goal for the appt. Always double check your non-verbal communication; smile, posture, arm positioningTrue confidence makes the other person feel at ease. Confidence comes from knowledge and experience and good preparation. Confidence gives you a strong and positive self-image. Personal check list: Dress Posture Hair Smile Handshake Attitude Goal for the appt. Always double check your non-verbal communication; smile, posture, arm positioning

40. 10/22/2007 www.chrissopa.com Introduction STOP if prospect is rushed, defensive and distracted. CAUTION if prospect isn�t responsive. GO if prospect is responsive and verbal and non-verbal communication is positive.

41. 10/22/2007 www.chrissopa.com Favorable Attention 2. Gaining Favorable Attention - goal is to make the prospect comfortable. Communication is two-way. This is when you really sell the prospect on you! Enough trust has been developed that you feel the prospect is comfortable answering questions pertaining to his/her organization. How do you know when you have gained favorable attention?How do you know when you have gained favorable attention?

42. 10/22/2007 www.chrissopa.com Favorable Attention STOP if the prospect is distracted, defensive and non-responsive. CAUTION if the prospect seems uncomfortable and is asking you questions. GO if the prospect has bought you. (i.e. comfortable, responsive and good body language such as leaning forward, good eye contact, etc.)

43. 10/22/2007 www.chrissopa.com Wants and Needs Discovering Wants & Needs � goal is to discover what the prospect wants and needs and WHY. 4 kinds of questions to ask: Open ended Fact-seeking Comprehensive Thought-provoking 4 kinds of questions: Open ended � make it difficult for prospects to tell you what they think you want to hear. Fact-seeking � questions to see what information prospects can provide (are they the right person to be talking to, etc.). Comprehensive � offer specifics in questions about the company or current situation that the prospect might focus on when answering (very specific questions). Thought-provoking � questions to get them to think deeper about the situation more so than they have before. These questions help them crystallize the situation. **Most buying decisions are not based on a need but rather on an emotion!**4 kinds of questions: Open ended � make it difficult for prospects to tell you what they think you want to hear. Fact-seeking � questions to see what information prospects can provide (are they the right person to be talking to, etc.). Comprehensive � offer specifics in questions about the company or current situation that the prospect might focus on when answering (very specific questions). Thought-provoking � questions to get them to think deeper about the situation more so than they have before. These questions help them crystallize the situation. **Most buying decisions are not based on a need but rather on an emotion!**

44. 10/22/2007 www.chrissopa.com Wants and Needs What specific questions do you ask in your industry to pull out the wants and needs of your prospects? 10 minute small group discussion � one question from each group. 10 minute small group discussion � one question from each group.

45. 10/22/2007 www.chrissopa.com Wants and Needs STOP if the prospect has stopped answering your questions. There may not be a need. CAUTION if the prospect�s body language is closed or there is a conflict between their verbal and non-verbal communication. GO if you have discovered a need, the prospect recognizes the need and is interested in the solution.

46. 10/22/2007 www.chrissopa.com Benefits/Consequences Presenting Benefits & Consequences goal is to present your service in terms of benefits to that prospect. The benefits have to be specific to their company. The benefits you present may differ depending on what was uncovered in the needs analysis. How do you make an impact with your presentation? WIIFM � What�s in it for me?How do you make an impact with your presentation? WIIFM � What�s in it for me?

47. 10/22/2007 www.chrissopa.com Benefits/Consequences Why would a company want to sponsor a blood drive (benefits)? Flip chart the answers in a large group.Flip chart the answers in a large group.

48. 10/22/2007 www.chrissopa.com Benefits/Consequences Why would a company want to sponsor a blood drive (benefits)? Employees become motivated because they appreciate the company�s efforts in the cause. The company�s good reputation is strengthened (or bettered). 84% of consumers say they switch brands to one associated with a good cause. www.redcross.org/sponsors/howtohelp/partnering.html

49. 10/22/2007 www.chrissopa.com Benefits/Consequences Consumers say a company�s commitment to the community and social issues is important when they decide the following: 85% which companies they want to see doing business in their community. 81% where to work. 74% which products and services to recommend to other people. 70% which stocks/mutual funds to invest in.

50. 10/22/2007 www.chrissopa.com Benefits & Consequences STOP if the prospect has not verbalized value or has given negative responses to trial closes. CAUTION if the prospect questions solutions, doesn�t understand value or has questions. GO if prospect understands, agrees and sees value and benefit.

51. 10/22/2007 www.chrissopa.com Commitment Getting Commitment � goal is to ask for the sale. Need buy in from top executives � very important!! �Corporate campaigns work when there is buy-in and support from top executives. Corporate campaigns are expanded as corporate leaders challenge other executives to duplicate the program.� www.fda.gov � Recruiting Blood Donors-Successful Practices Workshop Top dog (CEO, VP, etc.) buy in is critical for your drive to be successful!!! (This is critical with any sale in any industry � need buy in from the top so it filters down through the organization.Top dog (CEO, VP, etc.) buy in is critical for your drive to be successful!!! (This is critical with any sale in any industry � need buy in from the top so it filters down through the organization.

52. 10/22/2007 www.chrissopa.com Commitment STOP if the prospect becomes defensive or non-responsive. CAUTION if the prospect has questions, stalls or objections. GO if prospect understands, agrees and sees value and benefit. ASK FOR THE SALE!!

53. 10/22/2007 www.chrissopa.com Objections What are some common objections and responses you hear in your industry? Flip chart answers in large group � objection in one column and response in the other. Weather Holidays Layoffs Spring break No time No money FDA requirements of privacy issues too sticky � do not want to take the chance of getting sued. Employees can�t get off �the line� No space to have a drive at location Too risky Apathetic employees What is the difference between a FAQ, a stall and an objection? Flip chart answers in large group � objection in one column and response in the other. Weather Holidays Layoffs Spring break No time No money FDA requirements of privacy issues too sticky � do not want to take the chance of getting sued. Employees can�t get off �the line� No space to have a drive at location Too risky Apathetic employees What is the difference between a FAQ, a stall and an objection?

54. 10/22/2007 www.chrissopa.com Keeping It Going Follow up Be sure to have a S.I.T. file (Stay In Touch) Have a tracking system to keep track of who you called, when, what time, document conversation, what information was sent out or discussed, etc.

55. 10/22/2007 www.chrissopa.com Keeping It Going Keep your name in front of your prospect (closed or not) every 30-60 days (relationship marketing). Newsletter Advertisements Send prospect articles of interest to them Flyers Direct mailings Email or Fax campaigns Hand-written letters Any others you use?Any others you use?

56. 10/22/2007 www.chrissopa.com Keeping It Going Customer Loyalty � Make them want to come back on their own. People buy from others they trust. Always put your customers� needs ahead of yours � their agenda is priority. Be honest about the in�s & out�s of a corporate blood drive. Pay attention to details. Under promise and over deliver.

57. 10/22/2007 www.chrissopa.com Keeping It Going Customer Loyalty � If you want to find out how loyal your customers are, simply find out how likely they are to recommend your service to someone else on a scale of 1-10. �The Ultimate Question: Driving Good Profits and True Growth,� Fred Reichheld.

58. 10/22/2007 www.chrissopa.com Keeping It Going Customer Loyalty � �Johnny�

59. 10/22/2007 www.chrissopa.com Pluses and Deltas Pluses and Delta�s Flip chart answers in two columns One thing from each table they are taking away with them from this session.Flip chart answers in two columns One thing from each table they are taking away with them from this session.

60. 10/22/2007 www.chrissopa.com Follow up If you are interested in the following, mark your business card appropriately and place it up front: N = No email list SC = Sales Coaching SW = Sales Workshop of my company Flip chart answers in two columns One thing from each table they are taking away with them from this session.Flip chart answers in two columns One thing from each table they are taking away with them from this session.

61. 10/22/2007 www.chrissopa.com Questions Any questions/comments?? Re-check parking lot Flip chart answers in two columns One thing from each table they are taking away with them from this session.Flip chart answers in two columns One thing from each table they are taking away with them from this session.

62. 10/22/2007 www.chrissopa.com Contact Info Chris Sopa P.O. Box 787 Elkton, MD 21922-0787 chris@chrissopa.com 302-521-3115 www.chrissopa.com Flip chart answers in two columns One thing from each table they are taking away with them from this session.Flip chart answers in two columns One thing from each table they are taking away with them from this session.