Leaders in the making mentorship may 2016

Balasubramanian Jayaraman

Kuala Lumpur

Excel TrainingReal Time and Hands-on experience

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TRAINING & COACHING

Sales Team

Workshop on being a Team Player

“If you can’t operate as a team player, no matter how valuable you’ve been, you really don’t belong at GE”

John F. WelchCEO, General Electric

(1993)

17 Essential Qualities of a Team Player

✓ Adaptable

✓ Collaborative

✓ Committed

✓ Communicative

✓ Competent

✓ Dependable

✓ Disciplined

✓ Enlarging

✓ Enthusiastic/Positive

✓ Intentional

✓ Mission Conscious

✓ Prepared

✓ Relational

✓ Self-Improving

✓ Selfless

✓ Solution-Oriented

✓ Persistent

AdaptableBeing flexible, teachable, creative, willing to make changes for the team, willing to take on a different role on the team

To become more adaptable:❖ Try to keep learning new things❖ Reevaluate your role on the team❖ Think about how things can be

done instead of what prevents you from achieving it

❖ Think through scenarios where you might have to adapt, such as:❖ To your role on the team❖ Your contribution to the team It is not the strongest of the species that

survives, nor the most intelligent that survives.

It is the one that is most adaptable to change. –

Charles Darwin

CollaborativeWorking together, everyone adding something, not competing with teammates, concentrating on team not self, trusting teammatesTo become more collaborative

❖ Always ask, “What’s best for the team?”

❖ Get together with someone on the team you view as a competitor and figure out how you can work together to benefit the team

❖ Get together with someone who has strengths in your area of weakness and work together

CommittedBeing determined to see it through,

realizing commitment is a choice not

an emotion

To become truly committed:

❖ Make sure the goals of the

team and the team itself are

truly important to you

❖ Risk giving your best all the

time

❖ Realize there is no such thing

as a half-hearted champion

CommunicativeMaking connections, learning about each other on and off the floor.How to be more communicative:

❖ Make it easier for teammates to get to know you

❖ Follow the 24 hr rule – address any conflict with a teammate with in 24 hrs.

❖ Spend time on especially difficult relationships

❖ Speak truthfully but kindly to teammates

❖ Make an effort to get to know everyone on your team

❖ Tell teammates when they are doing great

❖ Kindly tell them how to improve

Competent

Knowing your strengths, your

position, fundamental skills, and

being committed to excellence

How to be more competent:

❖ Refuse to settle for average

❖ Work hard on the small stuff

❖ Work on performing

consistently

❖ Pick an area to specialize in

❖ Practice extra on specialty,

weak point, or role needed by

the team

DependableMaking a consistent contribution, doing what you say, being responsible, exercising good judgmentHow to be more dependable:

❖ Check your goals, do they benefit the team or just you

❖ Check with your teammates – do they think you are reliable?

❖ Have a partner that holds you accountable

❖ Try your best to always do what you say you are going to do

DisciplinedDoing what you don’t want to do, so you can do what you really want to, having disciplined thinking, emotions, and actionsHow to be more disciplined:

❖ Do something necessary but unpleasant everyday

❖ Take on new challenges❖ When you get mad, hold your tongue

for 5 minutes❖ Work on remaining calm when you

get start to get mad or frustrated❖ Work on fundamentals everyday❖ Follow set process so that it

becomes a practice everyday

Adding ValueAdding value to teammates, valuing teammates not criticizing them, valuing what your teammates value, finding ways to help others improveHow to be adding value:

❖ Serve others first❖ Point out others strengths and

help them focus on improving❖ Believe in others before they

believe in you❖ Make it a point to tell someone

on the team something truthfully positive about their abilities everyday

Enthusiastic/Positive AttitudeCHOOSING to be positive (attitude is a choice), acting enthusiastic even if don’t feel likeHow to be more enthusiastic:

❖ Spend time with others who are enthusiastic

❖ Go the extra mile❖ Strive for excellence❖ Keep negative comments to

yourself and try to turn your own thinking more positive

❖ Cheer for others when you are on the floor

IntentionalWorking with purpose, doing the right things every dayHow to be more intentional:

❖ Write down your goals and team goals and read them every day

❖ Explore your own strengths and weaknesses

❖ Specialize and focus on that❖ Prioritize what you are working

on❖ Practice every day with the

purpose of getting better at something specific

Mission ConsciousKeeping the big picture in mind, knowing overall goal, supporting the leader, making team accomplishment the most important, doing whatever necessary to achieve goalsHow to be more mission conscious:

❖ Find ways to keep the mission in mind – writing it down, talking about it, making a visual reminder

❖ Figure out how you can contribute best to meeting the mission

❖ Try to keep whole team focused on mission

PreparedBeing ready mentally and physically, knowing what you are preparing forHow to be more prepared:

❖ Thinking about what you will need or need to do

❖ Creating a list❖ Learning from mistakes❖ Visualize❖ Practice, practice, practice

RelationalCaring about people on the team, treating everyone like they are important, respecting others, sharing experiences, trusting teammatesHow to be more relational:

❖ Focus on others❖ Ask teammates about their

hopes, goals, what makes them happy, sad

❖ Share common experiences, spend time together outside of the sport

❖ Make others feel special

Self-ImprovingThinking about how you can improve and applying itHow to be more self-improving:

❖ Become coachable, ask questions

❖ Value improvement over self promotion

❖ Plan how you will learn more

SelflessPutting others ahead of yourself, being generous, worrying about what benefits the team not yourself, being loyalHow to be more selfless:

❖ Promote someone other than yourself

❖ Practice serving others, let others go first

❖ Give to others without them knowing it

❖ Always be willing to help your teammates even if it takes x-tra effort on your part

Solution-OrientedFinding remedies, not faults, taking the attitude that all problems are solvableHow to be more solution-oriented:

❖ Refuse to give up when problems arise

❖ Rethink strategy if things aren’t going right

❖ Don’t see things as problems, just setbacks that need to be figured out

PersistentSticking with things even when they seem impossible, being determined, giving all you haveHow to be more Persistent:

❖ Work harder – practice x-tra before or after work hours

❖ Never quit

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TRAINING & COACHING

Sales Team

Workshop on being an effective Team Leader

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Objectives

● What are Leadership Skills?

● Qualities of an Effective Leader?

● Three Traits every Successful Leader should have?

● Personality Matrix

● Leadership Styles

● Different Phases of a Team

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What are Leadership Skills

“A set of tools, behaviours and capabilities that a person needs in order to be successful at motivating and directing others”

“The ability to help people grow in their own abilities and drive them to achieve their own successes”

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Qualities of an Effective Leader

➢ Is committed to a Vision or Mission

➢ Understands His or Her Role

➢ Demonstrates High Integrity

➢ Sets an Example

➢ Understands how to motivate the behaviour of others

➢ Communicates Effectively

➢ Is Willing to take Risks

➢ Is Adept at Problem-Solving

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Three Traits of Every Successful Leader

★ Desire to Lead➔ I enjoy it when others seek my ideas or opinion➔ I am comfortable in putting team interest before my own interest➔ When I am working in a group, I facilitate a strong team spirit➔ I like playing the role of a coach to help others improve their skills➔ When the team has a problem, I consider it my problem too➔ I like to generate ideas and share with the team as well

★ Committment to the Vision and Mission of the Org

★ Integrity

○ Sincerity

○ Consistency

○ Substance

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Personality Matrix

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Three Traits of Every Successful Leader

★ Direct

○ In Charge

○ Work hard

○ Results driven

○ Competitive

★ Spirited

○ Dreamers of the group

○ Enthusiastic and Excited

○ Persuasive and Visionary

○ Passionate

★ Considerate

★ Systematic

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Three Traits of Every Successful Leader

★ Systematic

○ Analysts

○ Logical decision

○ Consistent, Rationale and Precise

○ Play by the rules

★ Considerate

○ People pleasers

○ Excellent Listeners

○ Mediators

○ Natural Trainers/Mentors

Golden Rule: Treat others th

e way that

you would like to

be treated.

Platinum Rule: Treat O

thers they way,

they would have you treat th

em

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Leadership Styles

● Autocratic Style

○ Own decisions

○ Rigid Expectations

○ Clear structure

○ Rarely consult

● Democratic Leadership Style

○ Decisions as a group

○ Share responsibility

○ Self and Team development

● Bureaucratic Leadership Style○ Consistency○ More formal○ Factory Environment

● Charismatic Leadership Style

○ Inspire others

○ Provide Vision

○ Integrity

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Different Phases of a Team

Phase Your Goal

Forming

● Provide clear directions● Establish clear objectives● Begin defining roles● Form Team purpose● Begin working to establish trust and display integrity

Storming

● Establish team structures and reporting relationships● Address challenges to your authority or the team purpose/Goal● Esablish processes, procedures and policies● Identify and address conflicts● Make corrective changes as needed● Encourage positive behaviours

Norming

● Encourage team members to give and take guidance from each other

● Recognize positive contributions● Arrange team-building activities when appropriate● Delegate certain tasks or activities internally

Performing● Delegate responsibility to other team members● Encourage continuing achievement● Focus on individual team member development

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TRAINING & COACHING

Sales Team

Workshop on Communication Skills

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Objectives

Workshop on Communication Skills

❖ Introduction to communication skills

❖ Interpersonal communication skills

❖ Assertive Communication skills

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What is Communication

Workshop on Communication Skills

Communication is an art of transmitting information, ideas and attitudes from one person to another.

or

Communication is the process of meaningful interaction among human beings.

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Types of Communication Skills

Workshop on Communication Skills

There are two types of communications

1. Verbal Communication (Oral and written communication)

2. Non- verbal communication

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Verbal and Nonverbal communication

Workshop on Communication Skills

❖ Verbal Communication

A medium for communication that entails talking using the spoken word, such as talking face-to-face, on a telephone, or as a speech.

❖ Non Verbal Communication

Nonverbal communication is the process of communication through sending and receiving wordless cues between people. It includes all aspects such as eye-contact, body language, facial expressions, gestures etc. also become a part of the communicating process.

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Oral Communication

Workshop on Communication Skills

❖ The term oral means anything “Pertaining to mouth”. The words and the

manner in which words are pronounced either by the way of face to face

communication or through some mechanical or electrical device.

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Written Communication

Workshop on Communication Skills

❖ The Communication in which the information is exchanged in the written or

printed form. It creates a record and can be preserved.

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Essentials of Communication - DOs

❖Always think ahead about what you are going to say

❖Use simple words and phrases that are understood by everybody

❖Increase your knowledge on all subjects you are required to speak

❖Speak clearly and audibly

❖Check twice with the listener whether you have been understood accurately or not

❖In case of an interruption, always do a little recap of what has been already said

❖Always pay undivided attention to the speaker while listening

❖While listening, always make notes of important points.

❖Always ask for clarification if you have failed to grasp other's point of view.

❖Repeat what the speaker has said to check whether you have understood accurately.

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Essentials of Communication - DON’Ts

➢ Do not instantly react and mutter something in anger.

➢ Do not use technical terms & terminologies not understood by majority of people.

➢ Do not speak too fast or too slow.

➢ Do not speak in inaudible surroundings, as you won’t be heard.

➢ Do not assume that everybody understands you.

➢ While listening do not glance here and there as it might distract the speaker

➢ Do not interrupt the speaker.

➢ Do not jump to the conclusion that you have understood every thing

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Interpersonal Communication Skills

Interpersonal Communication is a social process involving understanding and

transfer of information from one person to others.

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What is Interpersonal Communication Skill?

This is direct, face-to-face communication which occurs between two persons. It is essentially a dialogue or a conversation between two or more people. Interpersonal communication may be:

➢Focused Interactions

➢Unfocused Interactions

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What is Interpersonal Communication Skill?

Interpersonal Skills are critical to good communication.

➢ Let’s have a look at some great tips for better interpersonal

communication skills:❖First Listen❖Questions❖Be Interested❖Relax❖Smile❖Be Enthusiastic❖Be Assertive

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Uses of Interpersonal Communication

Most of us engage in some form of Interpersonal Communication on a regular basis, how well we communicate with others is a measure of our Interpersonal skills. Interpersonal communication is a key life skill and can be used to:

❖Give and collect information.❖Influence the attitudes and behaviors of others.❖Form contacts and maintain relationships.❖Make sense of the world and our experiences in it.❖Express personal needs and understand the needs of others.❖Give and receive emotional support.❖Make decisions and solve problems.❖Anticipate and predict behavior.

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Assertive Communication

Definition

An honest, direct and appropriate expressions of one’s feelings, thoughts and beliefs.

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Assertive Communication

❖ Assertive Communication involves respect for the boundaries of oneself and others.

❖ Assertiveness is the ability to express our needs and rights, positive and negative

feelings without violating others rights and limits of others.

❖ Assertiveness increases our ability to reach these goals while maintaining our rights

and dignity.

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Assertive Rights

❖ You have right to be assertive.

❖ You have the right to request that others change their behavior if they are

infringing on your rights.

❖ You have the rights to use your time to answer questions.

❖ You have the right to express your needs even if they are illogical.

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Goals of Assertive Behavior

➢ To get and give respect.

➢ To ask for fair play.➢ To leave room for compromise when the needs and rights of

two people conflict.➢ To communicate and develop mutuality in relationships.

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Assertive Behavior

➢ Involves respect, not deference

➢ Two types of respect:○ Respect for oneself○ Respect for the other person’s needs and

rights.

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Soft skill trainingBala aka Ben

What IT Inquirers hate

Waiting to say what they want Listen, then get response/resolution underway right away

Agent uncertainty about process Competence, Cooperation, courtesy

Interrogations Conversations

Premature pitching Ask before telling, learn before selling

Tech-talk/Company speak without context

Business as important as products

No clear path forward/ or too much pressure

A reasonable, definitive next-step

Having to repeat story next call Timely follow through and commitments met

All of this means We have to…..● Conduct calls and chats that are distinctive and

better than all the others, especially Google’s competitors’

● Add business and process content to technical conversations

● Make a powerful and compelling case for...and secure...a “go-forward” commitment

● Identify more good leads, more potential business

Transition from Opening to Dialogue

● Listen, Really Listen

● Attend to the audio, not the video

● Listen for substance

● Listen for clarity (Or confusion) and style

You are on Air!

● Pronunciation● Enunciation● Volume● Pacing● Confidence● Enthusiasm● Word choice: Many verbs, few adjectives. No

Company speak● Speak in complete sentences

Please Avoid Saying…..

● How are you today?● Thank you for that information● Thank you for waiting patiently● Want to verify / Confirm that….● Follow-up/Following up● Set expectations● Just…(Anything)● That’s good to know

Practice Activity

● Your instructor will portray a

contact calling Google for the first time

● Please conduct the welcome and

call opening and transition to dialogue as you

have learned so far

Ask Questions in these categories

● Their circumstances and intentions● Their requirements and preferences,

including expected timing● How they consider and buy IT generally,

specifically Google products● The people and their prerogatives:

Authority to act● The money and willingness to proceed

Learn their Circumstances and Intentions

● What brings you to Google at this particular time? What’s going on?

● “What do you need to do differently or better/have in mind going forward? - or - What functionalities or capabilities are you looking for above and beyond what you have now?

● If you don’t act on these requirements, what happens? What are the implications

● Where do these matters stand on priority list? How did they get there?

Match their intentions with Google Products

If the contact wants to Refer first to Google resources in this category

Send, Receive emailsHave video conferencing, chats,

schedule meetings etc

Communicate products (Gmail, Hangouts, Calendar,

Google+)

store documents Google Drive

Share and edit documents, Train people etc

Google Collaborate (Docs, Sheets, Forms, Slides,

Sites)

Manage and backup information Google Manage(Admin and Vault)

Learn their Requirements and Preferences

● “Tell me about your specific requirements...What are you “Must haves”, “Like to haves”, and “Don’t wants”

● What have you ruled in and ruled out? Other products? Other suppliers

● What would Google have to do and provide to be viable? To be your first choice?

● ANY OTHER SUGGESTIONS?●

Do not recite “Speeds and Feeds”

● DO NOT read technical descriptions and specifications aloud from the data sheets

● May meet technical but not business requirements

● Does not prove performance, applicability, desirability● Doesn’t excite the Finance/budget people● Instead, use the technical data

to answer specific questions

Conduct Qualification without Intimidation

● Ask leading questions, not loaded questions○ Will you need the product to do

(a function or requirement which Google product addresses?)

○ Do you need to have…..(A specific product feature)● Ask the question, then stop talking and let them answer● Listen….really listen. Attend to the audio and

not the video or data fields● Ask elaboration (Tell me more) questions as necessary;

do not rush to the next data field

Learn how they consider and buy

● When you and your organization consider changes, how do you go about it?

● What are the top 2 or 3 things surrounding and influencing your considerations this time?

● How far along are you in this consideration process?●

Learn their People and Authority to Act

● “Please tell me about your roles and responsibility” DO NOT Assume anything!

● Please tell me about all the people who will have a say in considering GAFW. And how will you determine the ‘Yes’ or ‘No”?

● Avoid asking “who is the final decision Maker”○ Names mean little, especially when the name is not

associated with Networking

Learn the Money and Willingness to spend

● “How do you go about budgeting for this sort of thing? Take me

through the process”.

● “Where does the budget for this project stand?

● When do you see making the “go-forward” choices?

● “When do you need to be “up-and-running?”

Decide

Decision

Consider

Consideration

Graceful and Relevant Questions

● You DO NOT have to ask every question on every call or chat

● You DO NOT have to ask every question in the order you see

them in this training

● You DO have to ask enough to achieve Google’s Desired

Outcomes

○ Resolve the contact’s issues or questions and provide

appropriate guidance

○ Overtly propose the next forward step in considering Google

and ask contact to take the next step

Two “holds” in the New Limit

● You make ask the contact to hold for you up to two 2-minute

increments...no more

● If you need more than four total minutes of “hold” time

○ Ask for the contact’s consent to close the call, with the

promise to research and report back

○ Go off-line for research, then re-call the contact with

resolution/answers and your go-forward request

○ Caution: Your data entry in NOT OK to ask the contact to

hold

When you Encounter

Say it….follow up with an email!

Practice Activity

● Your instructor will portray a

contact calling Google for the first time

● Please conduct the conversation and

questioning in the five categories

The Four Communication Styles

Innovative Procedural

Supportive Opportunistic

Innovative Style● Concepts and Ideas

● Strategic, Long range, Future

oriented

● Mostly Forest, few trees

● Imagination and creativity

● Catalyst for the change

● Anticipates beyond specific

issues

● Unstructured conversation

● Challenges are OK

Procedural Style

● Facts and data

● Systematic, logical, consistent

● Many trees, little forest

● Weighs alternatives, evaluates

pluses and minuses

● Conservative, somewhat formal

● Well-prepared, structured

● Critical of circumstances,

vendors

Supportive Style

● Focus on human interaction

● Put a lot of their own personality

into the dialogue

● Emotions and feelings come out

● Enthusiastic, perceptive

● Good listener, spontaneous

● Loyal, personal

Opportunistic Style

● Action Oriented

● Results NOW! Get it done!

● Decisive, thinks on feet

● Forceful and direct

● Energetic and dynamic

● Net it out...bottom line

● Competitive

Ratio of Listen-to-Talk● Early-on: Prospect 90%, you 10%

○ Most of the 10% is questioning

○ Begin with open-ended questions

○ Ask close ended to conclude, advance,

close

● Mid-way: 50 / 50

● Approaching the close: 10 / 90

● Overall: 70 / 30

Don’t Talk too much or too long● Segment your recommendations into 15-second increments

● Build small agreements

○ How does that sound?

○ Will that be OK?

● Benefits

○ Your prospect understands

○ You limit objections and maintain call control

○ You can transition easily to closing on the “Go forward”

commitment

Deliver a Compelling reason to Act

● Why should your prospect take the next step?

● What would the prospect forego or

miss by not taking the next step?

● What makes taking the next step now

important and valuable for the prospect?

○ What detracts from their sense of urgency

○ What contributes to or enhances their sense of urgency?

But then the Prospect says….

● First need to get boss’ attention and/or approval

● Competing product looks good

● Budget or funding is delayed

● Costs too much

● Others???

How to clear Resistance and Objections● Do NOT say “rebuttal” or “Overcome” objections.

Those terms are rude ● Acknowledge

○ Heard and registered○ Don’t agree; Don’t challenge either

● Ask a clarifying question○ Open-ended works best○ Ask “how” not “why”

● Re-sell your recommendation based on the prospect’s response to your question

● Ask for go-forward commitment

How to clear Resistance and Objections

● Objection:

○ Acknowledge

○ Probe

○ Benefit and next-step closing question

● Objection:

○ Acknowledge

○ Probe

○ Benefit and next-step closing question

Overtly Earn the Next Step Forward

● Don’t let good calls and chats evaporate!

○ “Well-Ok...Feel free to call us if you have any questions

(Yawn)

○ The Account Manager / Partner will be in touch in 4-5 days.

(Snore)

INSTEAD

“We do have a good matchup….here’s what I recommend”

On Outbound calls, Your contacts are thinking...

What am I going to experience?

Worst Outbound Practice...The Stated “Reason for my call” is not the real reason

● Example: “You recently downloaded our white paper...I am just calling to verify your contact information, see if you have any questions, and have you opt-in to e-mails.”

● Genuine and True reason: find out by asking, what they are doing or considering that might make Google viable and desirable, and influence them to take the next forward step in considering Google

To Differentiate your calls favorably...

● Clarify your business premise; what is the rationale for making

the call?

● Why should the prospect want to talk with you?

○ They want to know, “what’s in it for me”?

● What do you want the PROSPECT to do...as a result of your

Call?

○ Where do you want to take it?

○ How do you want to leave it?

Nail your Opening!!!

● Say your name, calling for GAFW

● Immediate say, “The reason for my call…”

● In not more than 15 seconds, sell the value of

having a conversation

● No “Spiel” or name dropping!

● Actually write it and rehearse it!

Best Outbound Practice...“Reason for my call”

● Example: “To thank you for attending the seminar/Webinar/downloading our whitepaper and talk about your requirements and preferences and see if we have a good business and technical matchup.”

● I am at your website reading with great interest about (pick something from the website) and hope to explore with you a possible fit between your IT plans and Google products and services that help enable them

● To offer you new and fresh insights into Cloud, Email and Video conferencing via email updates

Would that be worth a conversation?

The Golden Rule

● Is this a good time / OK / Suitable time to talk?

○ Yes - Thank you!

○ Yes, but - “We’ll keep it concise, ok?

○ No - “Please tell me when you like better

and I will call you accordingly. Ok?”

Don’t Know Who to Talk To?

● No matter who answers the phone, say your name, calling for

GAFW, then ask, “I hope you can help me”

● “I’m trying to reach the person RESPONSIBLE for Systems and

networking at (name of the organization). Who would be the very

best person to reach?

● If they do not know, suggest, “It is usually your IT person or the

business owner”. Can you connect me with IT please?

The Matter of “Reach”

● Why it is so hard to get them “live”○ Too many calls from too many

high-tech companies○ Too much “bad phone”○ Email is faster to read○ Other callers’ malpractice

● What we can do to reach and engage○ Analyze your time-effectiveness

and adjust accordingly○ Call early and late; call at :25 or :55○ Enlist gatekeepers’ help

Balance Production with Artistry: Outbound

● Connects / Dials

● Reaches / Connects

● Conversations / Reaches

● Next steps / Conversations

● Leads passed / Next steps

● Administrative overhead per call not more than 30% of the total

time

Effective Time Use480

Minutes

Time bottomline _________

Call Type How Many ACW Time

Inbound

Outbound

Email

Internal

Other

How to stay Fresh and Inspired

● Celebrate successes!!!

● Respect the customer’s right to delay or say no!

● Assess your performance regularly

○ Rehearse, record, self-critique

○ Test, amend, advance

○ Monitor your return-on-effort

● Accept business changes and individual accountability

● Avoid taking yourself seriously! Laugh!!!

Thank you for Participating!

Best Wishes!

Let’s go make and take some really

good calls!

Better conversations and

More Leads