Northbound » Category

Listening for Success

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To help participants develop effective listening strategies and create a development plan to improve overall communications.

Anticipated Outcomes/Benefits:

Improve sales call effectiveness and all interactions with customers. Increase the perception of trust & credibility from customers.

Overview:

This module will provide participants with an understanding of the strengths and weaknesses of their listening skills. They will then be taught how to actively listen

Teaching Method:

This module begins with a comprehensive online listening profile for each participant to show them what their current listening tendencies are using the 5 components of listening. They will be taught how to adjust the amount of the 5 components depending on the situation. They will learn the different types of feedback to provide customers and then do several practice sessions within their breakout groups.

Format:

1/2 day custom in-house workshop + online webinar

Module Outline:

Introduction
Difference between listening and hearing
Steps to active listening
Communication realities
Communication barriers
Verbal & Nonverbal communications.
Emoticon & Oh! games to demonstrate nonverbal communication
Four elements of trust
The 5 purposes in listening: Appreciative, Empathic, Comprehensive, Discerning, Evaluative
Strengths & weaknesses of each
Review individual listening profiles
How to adjust according to the needs of the situation
Practice session with recordings & review
The different types of feedback with examples customized for your team
Role plays with real business situations
30 day Action Plan
Knowledge Assessment

The Perfect Sales Call

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To teach account managers to make productive, sales generating calls on their existing customers

Anticipated Outcomes/Benefits:

Uncover more selling opportunities in less time. Increase the perception of value of sales calls from customers.

Overview:

This module will show you how to use the questions from the “Questions Are The Answer” workshop as part of a full face-to-face sales call with an existing customer. Once you’ve uncovered this critical information, you’ll learn how to present your solution in a compelling way to your customer so that he is motivated to do more business with you and less with your competition.

Teaching Method:

This module begins with a brief review of questions developed in the “Questions Are The Answer” workshop. We then explain the 4 components to a perfect sales call and define each one in detail including how each one will vary to fit the specific objective of the call. Each step is applied using a real customer of the account manager.

We use well known metaphors to help reps remember the simple steps when back in the field. The account managers are taught how to transition from features to functions to benefits using their own company’s selling features. Breakout groups will complete 7 real world exercises in the workshop.

Format:

1/2 day custom in-house workshop + online webinar

Module Outline:

Introduction
Working backwards to problems
Review questions developed in previous module
The four steps to a Perfect Sales Call: Begin, Explore, Explain, Reach Agreement
1st Rule of a Sales Call – No purpose … no call!
Adjusting your components to fit your purpose & time given
How to use a multiple call strategy for more complex selling opportunities
Step 1: Begin – using the T.A.P. method I.
Step 2: Explore – uncover problems, issues, preferences and impact on the customer’s business
Step 3: Explain – using proof of capability K. Features, Functions, Benefits – role plays with actual features of your company
Step 4: Reach Agreement – asking for a commitment, handling objections, next action steps
How to use a CRM and agenda (such as Outlook) to keep the sale moving forward
The F.U.D. Factor and how to overcome
Adjusting your sales call style to your customer’s personality
3 role plays of the Perfect Sales Call using real customers
30 day Action Plan
Knowledge Assessment

Referrals, Testimonials and Networking

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To teach salespeople how to develop valuable referrals, gain powerful testimonials and network effectively

Anticipated Outcomes/Benefits:

Increase the number of qualified referrals per salesperson. Gain current, relevant testimonials that the entire company can use to sell better. Network to generate better leads in less time.

Overview:

The most effective salespeople have developed a network of “raving fans” who consistently refer new customers to them. Testimonials are tremendously valuable as selling tools because research shows that statements from customers have over 3 times the power of similar statements from company representatives. Technology and more specifically, social networking technology, has changed the manner in which business people network. Old ways of networking simply don’t work anymore and sales professionals need to adapt or be shut out.

Teaching Method:

This module is broken into 3 sections – one for each topic of referrals, testimonials and networking. Sales reps will be taught how to develop a referral system that, once set up, will product referrals on an ongoing basis. They will be taught how to properly request a referral at the right time.

Participants will be taken through an exercise that reveals what specific Return On Investment criteria customers use to qualify the value that your company has brought to them.

They will then be taught how to get existing customers to speak to these in a testimonial. They will develop a specific action plan to garner testimonials in the weeks following the workshop. We will examine traditional networking methods and ensure that participants know which ones work and which ones are a waste of time. We will cover how to maximize leads generated at networking events, which non-traditional events are effective for networking and how to use Linkedin to network.

Format:

1/2 day custom in-house workshop + online webinar

Module Outline:

Introduction
Objective/Benefit Statement
Overview
The power of referrals.
Conversion rates compared to traditional prospecting.
Setting up your own personal referral network
How & when to ask for referrals. Role play in small groups.
What is a great testimonial? What ROI criteria should be part?
Choose your top 10 testimonial candidates. List value points that you have brought to them and their company.
How to ask for a testimonial.
How to write one if you are asked.
What is networking?
What “networking” type activities to avoid. What ones work.
How to network when in the proper setting.
How to use Linkedin and other social media to generate qualified leads and referrals.
30 day Action Plan
Knowledge Assessment

Bumper Crop! – Account Management

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To teach salespeople the essentials of running a territory as if they it were their own business. Using a humourous farming analogy, we review important territory and account management techniques to understand how to maximize effectiveness. There are 5 learning objectives:

How to rank your customers using Share Of Wallet and Sales Opportunity Gap metrics
How to use the Growth Planner/Tracker
How to keep a customer log using CRM/computer
How to set up an automatic “touch” system
How to use technology to stay organized

Anticipated Outcomes/Benefits:

To teach salespeople the essentials of managing a client base within a territory. To review important territory and account management techniques to understand how to maximize effectiveness.

Overview:

When a company assigns a territory or client base to its salespeople, they entrust them with a valuable franchise. To be effective, salespeople must understand what their territory is, and then how to best manage their time and their accounts profitably.

Salespeople must represent company in a manner that will maintain and protect established accounts, and build off their good reputation to gain new accounts. They need to leverage past successes of the company into new business.

This module will provide salespeople of all levels with proven territory and account management skills. Salespeople will learn how to maximize their selling time each week, and how to become more productive when selling. They will identify and rank the growth opportunities for their existing customer base and then design an account management system with key activities transferred into their schedules.

They will learn the 5 key steps to growing accounts:

1: Set a GOAL

2: Assemble your PLAN

3: DO

4: REVIEW regularly

5: ADJUST as needed

Teaching Method:

This module begins with an analysis by salespeople of their territory at company. Salespeople will next learn how to rank their accounts into 4 groups, A-B-C-D using the objective metrics of “Share Of Wallet” and “Sales Opportunity Gap” as criteria. Salespeople will select a high growth opportunity target account to work through in the workshop.

Salespeople will identify the greatest growth opportunity for their target account, develop a strategy to leverage this opportunity and finally map out a specific action plan with time frames. After presenting their growth plan to other participants, they will be tasked with continuing the process with all their high potential clients.

Salespeople will review the “Sales Funnel” to see where they should be spending their time to dramatically increase productivity. There will be a “Plan you Work and Work your Plan” discussion to ensure salespeople understand the importance of maximizing their selling time each day. There is a checklist that allows salespeople to rate the effectiveness of their territory and account management skills. The facilitator will recommend specific items that individuals should work on to improve their productivity.

Participants will learn the importance of tracking their account growth activities and commit to regular review to see what’s working and what’s not.

Format:

1/2 day custom in-house workshop + online webinar

Module Outline:

Introduction
Objective/Benefit Statement
Overview
Defining Your Territory
Understanding Share Of Wallet and Sales Opportunity Gap
Ranking your Customers and Prospects using SOW and SOP
Identifying Opportunities to Build Customer Volume
Working your Sales Funnel using the Growth Planner/Tracker tool
Select a target account
Plan Your Work – Setting up an Account Management System
Work Your Plan I. Maximizing Your Excellent Sales Record
How to use LinkedIn to go deeper and wider with important contacts within the customer’s organization
Your Sales Tool Kit
Territory Management Checklist
Generating referrals
Field tools include: Sales Growth Planner, Sales Growth Activity Tracker
Action Plan
Knowledge Assessment

Establishing Credibility & Trust

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To provide salespeople a specific method of how to build and maintain credibility, trust and rapport with top decision-makers and executives quickly. To practice these techniques so they become proficient with them.

Anticipated Outcomes/Benefits:

Participants will learn a proven method for building credibility, trust and rapport quickly with high-level decision makers and executives. Customers prefer buying from people whom they trust and feel comfortable with. This module will teach salespeople how to build trust and rapport deliberately. It will help them shorten the sales cycle in opening new accounts.

Overview:

This module will talk about what sales-greats do to deliberately build trust, rapport, and confidence with their prospects and customers. Techniques from these sales greats called “Pacing,” will be studied, and modeled.

Participants will learn how they can control the emotional climate. They also learn that they may be explaining about their company too early when they meet new prospects. They will learn why it is important to ask good questions and let the prospect do most of the talking. Some people also will learn that they may actually challenge their prospects unconsciously, which produces low rapport.

This module will explore these problem areas, and offer a proven method for getting on common ground to build credibility, trust and rapport immediately (Pacing).

Teaching Method:

This module begins with a group discussion of the characteristics used by superior salespeople to build credibility, trust and rapport. The facilitator will identify and model four proven techniques that sales greats use to control the emotional climate and get on common ground with prospects. The importance of listening will be discussed.

Techniques to Listen Actively will be reviewed and practiced. The class will then split into smaller groups to practice these techniques. There will several practice sessions followed by six (6) short practice role-plays.

Format:

1/2 day custom in-house workshop + online webinar + e-learning module

Module Outline:

Introduction
Objective/Benefit Statement
Overview
Controlling the Emotional Climate through Pacing
Four Elements of Trust F. Pacing Techniques to Get on Common Ground
Practice Sessions for Developing Trust and Rapport
The Problem of Explaining Too Much
Avoiding Challenging Statements
Active Listening
The Personal Listening Profile
3 Practice Sessions
6 Short Role-plays
Personal Action Plan
Knowledge Assessment

Handling Objections

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To develop a repertoire of responses to a prospect’s complaints and objections so participants can continue to sell. To teach salespeople how to deal with all levels of resistance and reluctance by helping their prospect see issues from a new perspective.

Anticipated Outcomes/Benefits:

This module will help participants to develop resistance free techniques for changing their prospect’s and customer’s mind. To help their customer and prospect justify that buying from their company is a sound business decision.

Overview:

Salespeople will learn why challenging questions, stalls and objections are normal in the sales process and how to deal effectively with them. This module will present a method for dealing with different types of resistance. Salespeople will first learn how to “listen actively” to the objections they hear. They will list the objections they hear most often and learn a process to overcome all of them.

Teaching Method:

The facilitator will begin a group discussion of why different types of objections are normal to the sales process. He will present a chart that shows different types of objections, their causes, and responses needed to overcome. Salespeople will provide a list of the most common and difficult objections they hear.

They will then learn a simple six (6) step approach for dealing with objections, and practice these techniques in five (5) skill building exercises. Participants will also learn two “reframing” techniques, The Analogy and The Big Picture, designed to change a prospect or customer’s perspective. These techniques will be practiced with skill building exercises and role-plays. Participants will work on responses to a list of two or three objections.

They will practice the techniques discussed in the class to become comfortable with different methods. An optional team competition is recommended as a reinforcement vehicle. Teams see who can handle the most difficult objections the best. The winning teams will model their handling of an objection for the group.

Format:

1/2 day custom in-house workshop + online webinar

Module Outline:

Introduction
Objective/Benefit Statement
Overview
Active Listening
Defusing the Objection – Their right to an Opinion
Chart of Objections
6 Step System for Dealing with Objections
Practice Sessions I. Reframing – Changing the Prospect’s Perspective
The Analogy Reframe
The Big Picture Reframe
Practice Session
Objection Handling Competition
Personal Action Plan
Knowledge Assessment

Gaining Commitments To Action

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To teach participants an arsenal of techniques for gaining commitment from a prospect/customer to advance the sale. This will include closing the sale, but will also focus on closing the “little sales” necessary to eventually get the order.

Anticipated Outcomes/Benefits:

To increase the ratio of closes to sales interviews for participants. To allow the sales and customer service person to get commitments faster from prospects and customers to make more sales. Participants will learn that asking for little commitments from the client or prospect will allow him/her to ask for the order when the time is right.

Overview:

A person who cannot gain commitments to action may be great at making conversation, but he or she is not a sales or customer service person. Gaining commitments to action requires the customer service or salesperson to make many little closes along the way. These are called customer commitments and are a strong indication that the customer is interested in the solution being offered by company.

Participants will learn types of closes, and when and how to close. This module will also deal with low pressure vs. high pressure closing styles and will stress what to say and when to close a sale. The module will deal with how to handle objections during the close and will teach salespeople how to reduce tension when asking for the order.

Teaching Method:

This module will involve facilitator discussion of different types of closes. Buying signals and trail closes will be examined in detail. The facilitator will teach participants how to recognize when the prospect is sending a buying signal and how to best deal with this. The facilitator will also discuss how to recognize a danger signal and what to do to successfully deal with it.

Participants will learn different techniques to gain commitments to action from their prospect, and the best time to ask a closing question to get the order. This module will allow customer service or sales people to practice different types of closes for different personality types and to understand which approach is more comfortable to the prospect.

Participants will learn how to handle objections during the close. There will be several practice exercises, and three (3) interactive role-plays.

Format:

1/2 day custom in-house workshop + online webinar

Module Outline:

Introduction Objective/Benefit Statement
Overview
Gaining Commitments to Action
When and How To Close the Sale
Customer Buying Signals and Danger Signs
Applying “Just Enough” Pressure
Three Practice Sessions
Buying Signals
Trial Closes
Danger Signs
Different Types of Closes for Different Personality Types
Handling Objections During The Final Close
Three Role-plays
Personal Action Plan
Knowledge Assessment

Goal Aligned™ Negotiations

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To sharpen the negotiation skills of salespeople to produce stronger relationships and more equitable and profitable business interactions.

Anticipated Outcome/Benefits:

Both sides must come out winners for a sales negotiation to be successful. Sales and customer service people will learn why this is important and how to accomplish it through proven techniques.

Overview:

The best negotiating technique is a win/win approach. It is called collaboration and refers to partnering with the customer, so that the end result is a satisfactory outcome (a win/win) for both sides. Often we are found negotiating with another party who might not subscribe to the Win/Win approach and instead, might choose a “positional” strategy. Regardless of the situation, this module will provide the insight and skills necessary to reach this win/win end result for small or large negotiations.

Teaching Method:

The facilitator will introduce the concept of win/win negotiations. Specific examples will be discussed. Collaboration, the importance of both sides coming out winners, will be reviewed as a technique. The facilitator will ask sales and customer service people to talk about negotiations that were not win/win, the problems that occurred and the end result.

The class will next complete an exercise called “Preparing to Negotiate.” This will demonstrate the importance of Pre- Negotiating Planning and provide a format for them to use after they return to the field. The facilitator will review the Negotiation Check List, which will help salespeople identify their customer/prospect’s needs and motivation.

The concept of the “Best Alternative To a Negotiated Agreement” (BATNA) will be explained. All participants will learn how understanding their BATNA and the other side’s BATNA is critical to a successful negotiation.

The facilitator will ask the class to provide a list of the worst Buyer Negotiation Tactics they encounter. This list will be addressed and defenses against these tactics will be introduced and practiced. A common negotiation problem “I’d really like to buy from you, but your competitor’s price is lower,” will be examined and negotiated by the facilitator in front of the class.

This will be followed by a debriefing session and 3 interactive role-plays for practice.

Format:

1/2 day in-person workshop or two 2-hour live online sessions

Module Outline:

Introduction
Objective/Benefit Statement
Overview
Why Everybody Wins in a Successful Negotiation
Best Alternative To a Negotiated Agreement (BATNA)
Preparing to Negotiate Win-Win
Negotiation Check List
Recognizing Their Needs and Motivation
Collaboration: The Ultimate Negotiation Technique Defenses Against Buyer Negotiation Tactics
Successfully Dealing with Requests for Price Concessions
Facilitator Models a Negotiation for the Class Negotiation
Role Plays
30 Day Personal Action Plan
Knowledge Assessment

“This workshop was great. I no longer ‘cave in’ to the pressure from a customer to keep giving and giving and I am still able to get the sale.” Scott Brockie, Imaging Excellence

“BAM! Thanks for the tip Michael. When I read your article in regard to customers asking for a better price and getting us to respond with “WHY?” I loved it and was dying for a chance to use it. As you can see from the email below, it worked perfectly!” Kevin Walker, Fire Protection, Cronkite Supply

Executive Bridging / Team Selling

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To provide participants the methodology and techniques used with successful Team Selling. To improve the performance of the sales team and demonstrate the value of a cohesive sales team to customers and resellers.

Anticipated Outcome/Benefits:

Participants will learn how to build and use a team selling approach to successfully create high-level “value added” relationships that improve profit margins and keep out competition. Armed with this knowledge, they can effectively participate within their sales team to help shorten the sales cycle on large opportunities, and exceed the reseller’s or customer’s expectations.

Overview:

Team Selling has become an important modern sales strategy. Team selling refers to a group of sales, management and reseller sales and service people, who are assigned the task of working on a specific account or sales opportunity. This activity is discussed in detail with specific examples and real world experiences.

Participants will also learn a process for building bridges at an account before they become necessary. Participants will learn “Executive Bridging” skills necessary to build solid relationships at multiple levels within key accounts. Potential problem areas will be discussed and the methods to avoid them.

Communicating on more levels with client personnel can build loyalty and, many times, keep the competition from gaining a strong hold in an account. Sales teams can uncover new opportunities for their company’s products and services.

Participants will learn why a sales team can shorten the selling cycle at larger opportunities and how to effectively assemble and manage such a team. Sales teams can include any number of individuals from the company and their business partners and resellers.

Format:

1/2 day custom in-house workshop + online webinar

Module Outline:

Introduction
Objective/Benefit Statement
Overview
Why Executive Bridges Work
Preparing for an Executive Bridge Meeting
Executive Bridge Check List
The Role of The “Salesperson-in-Charge”
Where Team Selling is Most effective
Expectations of the Team Members Sales Team Communications – Your Key to Success
Successful Case Studies and Real Life Experiences
Personal Action Plan for Next 30 Days
Knowledge Assessment

Goal Aligned Presentations

Posted by: Michael Caron In: 19 Jun 2013 0 comments

Objective:

To teach participants how to create and deliver powerful presentations that motivate your customers to take positive action.

Anticipated Outcome/Benefits:

Participants will understand how to use the Goal Aligned™ Presentation Blueprint to create a highly impactful slide deck. They will also learn best practice presentation skills to deliver solutions that motivate people to take positive action.

Overview:

A great sales presentation or proposal is one that moves the prospect to buy, not one that salespeople (or marketing people) consider great. This module will show the participants how to best address their prospect needs, wants, goals, and priorities in a proposal or during a presentation. Salespeople will learn how to read their audience and why they should never make a presentation without first knowing what issues are important to the prospect.

Salespeople will understand there is an enormous difference between conducting a “general presentation” versus a Goal Aligned™ Presentation. Salespeople will understand how to present specific features and advantages of their products or services to satisfy the prospect’s most important needs, goals and priorities. This allows the prospect to see the real benefit of buying from their company – How it will help them reach their goals.

Teaching Method:

This module will teach participants how to grab someone’s attention right from the first few minutes of a presentation to the end. There will be a group discussion of why a customer should consider using their company (or for existing customers, why they should continue) what the specific benefit they will receive and what problems their solution solves. Salespeople will complete an exercise to explain why specific products, services and features should be important to a prospect. They will complete an exercise listing the features, functions and benefits that will be important to an actual prospect or existing customer they are presenting to.

This module will teach salespeople how to customize their presentations for each prospect. PowerPoint templates will be provided. Salespeople will learn how to analyze the information gathered from their Goal Aligned™ Interview and organize key points for their proposals and presentations as part of an “Issues Cluster Matrix.” A Pre-Presentation Check List will be reviewed and discussed.

This module will conclude with a presentation role-play to allow salespeople to practice the skills learned in the session.

Format:

1/2 day custom in-house workshop + online webinar

Module Outline:

Introduction
Objective/Benefit Statement
Overview
Learn the steps to a Goal Aligned™ Presentation blueprint & why
Organizing and designing your slide deck to be logical and compelling.
Feature – Function – Benefit discussion and application
Why your company?
Constructing the Objective Statement
Do’s and don’ts
How to make your competitive advantage important to the prospect
The Issues Cluster Matrix – Identifying what issues are most important to key decision makers/influencers
Keys to delivering your presentation like a pro
Adjusting your presentation delivery style to match your audience’s personality type
Gaining your customer’s agreement during and after the presentation
Practice Session – Presenting your company’s solution to one of your prospects
Personal Action Plan
Knowledge Assessment
1 hour reinforcement/implementation webinar post live workshop

“Hi Mike, Just to let you know: I went on a proposal call with Kim today, and it was the best presentation I’ve seen in years. She covered every aspect of the sales cycle beautifully. The customer was genuinely impressed. I think she will get a sale within 2 weeks from this. Your training does work!” Bob Wallace, Regional Dealer Manager, Konica Minolta Business Solutions

“Hi Michael,

I thought the Goal Aligned Presentations workshop was fantastic.

In fact, I had a presentation this morning with a prospect and although it was prepared prior to the workshop with you yesterday, I was still able to apply some of the tips you shared with us and it went amazingly well. So much so that they have requested the contract by tomorrow!” Mia B.
Director – Business Development at Vision Travel

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