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The CallSource Prime Solution #6: Design, Part 2

The CallSource Prime Solution #6: Design, Part 2. Our call is being recorded. Today’s Agenda. Your week in review Secret seven + 2 Design, Part 2 For next week. Your week in review. Secret Seven + 2. 1. “How are you monitoring the effectiveness of your team’s phone skills?”

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The CallSource Prime Solution #6: Design, Part 2

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  1. The CallSource Prime Solution #6:Design, Part 2

  2. Our call is being recorded . . .

  3. Today’s Agenda • Your week in review • Secret seven + 2 • Design, Part 2 • For next week . . .

  4. Yourweek in review . . .

  5. Secret Seven + 2 1. “How are you monitoring the effectiveness of your team’s phone skills?” 2. “What is your (employee/customer) retention rate right now? What are you doing to improve it?” 3. “Would you please tell me how you are providing training to your team?”

  6. 4. “When was your last fair housing class?” “Were you pleased with the results?” 5. “How quickly are you able to train your employees?” “How are you giving your new employees the training they need before they deal with your customers” 6. “How are you monitoring and evaluating the effectiveness of your advertising and marketing?” “How is that working for you?”

  7. 7. “Please tell me about your budget process – when do you start your budgets and when are they typically approved?” 8. “Would you please share your thoughts about who your competitors are and your strategy for dealing with them” 9. “How would you describe your corporate culture?” “What trends are you following, and do any of them keep you up at night?”

  8. “Selling is not just about managing viable solutions to the customers that require them. It is equally about managing the change process the customer will need to go through to implement the solution and achieve the value promised by the solution . . .

  9. One of the key differentiators of our position in the market is that attention to managing change and making change stick in our customers’ organizations.” Jeff Thull

  10. No Mind Reading! Clarify all “Fat” and “Loaded” words! • Reliability • Quality • Easy • Soon • Valuable • Support

  11. In Diagnose, we work together to determine the cost of the problem In Design, we work together to determine the value of the solution

  12. Return on Solution – Cost of Problem = Value ROS – COP = V Value x Customers expected return on investment (ROI) = Investment

  13. Design Phase Goals • Establish expectations about solution outcomes. • Determine the methods and alternatives for obtaining those outcomes. • Specify investment levels and implementation timing. • Define criteria that will govern buying decisions. • Build consensus and confirmation among the cast of characters. • Minimize risk of change to customer.

  14. Design – 3 Risks • Process risk • Implementation & operation • Performance risk • Outcomes produced • Personal risk • Is it working?

  15. What does the desired state look like? • Ask questions to generate more detail about the outcome.

  16. Establish a specific definition of the elements of the outcomes and establish an exact figure. • Ensure that the customer’s expectations are realistic and attainable.

  17. Design – 3 Pitfalls • Premature Presentation • Unpaid Consulting • Creeping Elegance

  18. Timing • Implementation • Measurement • Problem Solved

  19. Decision Criteria • Decision criteria • Features • Situations • Capabilities • Material specifications • Questions to ask • Discussion Document

  20. Next class: 3/20/06 • Read pages 179 - 194 of The Prime Solution. • Read pages 147 – 183 of Mastering the Complex Sale.

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