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ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
© Total Inter Action 1
© Total Inter Action Pty Ltd. All rights reserved.
AIG SALES EXCELLENCE AND COACHING PROGRAM
KICK OFF – FOUNDATION SESSION
ASPIRE
© Total Inter Action Pty Ltd. All rights reserved.
The Goal
Become our client’s most valued insurer &
grow profitable business
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
© Total Inter Action 2
© Total Inter Action Pty Ltd. All rights reserved.
About Total Inter Action
GLOBALLY KNOWLEDGE – LOCAL APPLICATION
© Total Inter Action Pty Ltd. All rights reserved.
GETTING STARTED
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
© Total Inter Action 3
© Total Inter Action Pty Ltd. All rights reserved.
The Reality - Broker Feedback
Be clear on the business you willwrite
Show you have understood to the broker and their client’s needs
Show how you can add value to the client (and broker)
Be there when we need you or at least respond in a timely manner
Communicate (face to face).
© Total Inter Action Pty Ltd. All rights reserved.
The Goal
Become our client’s most valued insurer &
grow profitable business
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
© Total Inter Action 4
© Total Inter Action Pty Ltd. All rights reserved.
ACHIEVING SALES OBJECTIVESTHROUGH PEOPLE
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YOUR OBJECTIVES?
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
© Total Inter Action 5
© Total Inter Action Pty Ltd. All rights reserved.
ASPIRE – Kick Off Agenda
1. Consultative Sales Model
2. Herrmann Brain Dominance Instrument
3. Understanding and Adjusting your Style
4. Whole Brain Planning and Communication.
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CONSULTATIVE SELLING BEHAVIOUR
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
Consultative Selling Behaviours
1 THINK
Where are there opportunities to help?
Uncover Stakeholder needs
Present solutions that add value by addressing those needs
Objective: Proactively build profitable relationships to establish mutual value
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THINK
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
Card GameDIVERSITY
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Understand Thinking
Learning Outcomes:
Understand thinking preferences
Understand the HBDI® model
Recognise others’ thinking preferences
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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A Thinking Preference Profile
Very Strong
Strong
Intermediate
Low
Example
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Understand Your Thinking
LEFT Hemisphere
RIGHTHemisphere
Thinking preference: Detail Thinking preference: GlobalCorpus Callosum
Sperry’s Left / Right Brain Model
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
Understand Your Thinking
UPPER MODECerebral Cortex (Our Thinking Brain)
Thinking Preference: Intellectual, thinking in abstract conceptual modes
LOWER MODELimbic System (Our Feeling Brain)
Thinking Preference: Grounded, emotional, instinctive
McLean’s Triune (evolutionary) Brain Model
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Understand Your Thinking
Imaginative ArtisticHolisticImprovizational
Emotional InterpersonalExpressiveTalker
LogicalAnalytical
Fact-basedQuantitative
PlannedOrganized
AdministerDetailed
UPPER MODE (Thinking)
LOWER MODE (Feeling)
LE
FT
BR
AIN
(D
etai
l)
RIG
HT
BR
AIN
(G
lob
al)
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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The Whole Brain Model
LogicalAnalytical
Fact BasedQuantitative
HolisticIntuitiveIntegratingSynthesizing
OrganizedSequential
PlannedDetailed
InterpersonalFeeling BasedKinestheticEmotional
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Strengths
Gathering facts
Analysing issues
Arguing rationally
Forming theories
Problem solving logically
Financial analysis and decision making
Understanding technical elements
Critical analysis
Working with numbers, statistics, data and precision
A UPPER LEFT
Finding overlooked flaws
Approaching problems practically
Standing firm on issues
Maintaining a standard of consistency
Providing a stable leadership and supervision
Reading fine print in documents/contracts
Organising and keeping track of data
Developing detailed plans and procedures
Articulating plans in an orderly way
B LOWER LEFT
Recognising interpersonal difficulties
Anticipating how others will feel
Intuitively understanding how others feel
Picking up on non-verbal cues of interpersonal stress
Engendering enthusiasm
Persuading, conciliating
Sharing
Understanding emotional elements
Considering values
LOWER RIGHT C
Seeing “the big picture”
Recognising new possibilities
Tolerating ambiguity
Integrating ideas and concepts
Challenging established policies
Synthesizing unlike elements into a new whole
Inventing innovative solutions to problems
Problem solving in intuitive ways
Simultaneous processing of different input
UPPER RIGHT D
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
HBDI – Guess Your Profile
LOGICALANALYTICALFACT BASED
QUANTITATIVE
ORGANIZEDSEQUENTIAL
PLANNEDDETAILED
HOLISTICINTUITIVEINTEGRATINGSYNTHESIZING
INTERPERSONALFEELING BASEDKINESTHETICEMOTIONAL
Very Strong
Strong
Intermediate
Low
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ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
© Total Inter Action 12
© Total Inter Action Pty Ltd. All rights reserved.
HBDISummary Sheet
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HBDI® –Understanding Others
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
Recognising Preferences
© TOTAL INTER ACTION
1. Utilitarian, charts
2. “Effective”, “strategic”
3. Short, to the point
A UPPER LEFT
1. Neat, organised
2. “Process”, “proven”
3. Detailed, considered
B LOWER LEFT
1. Pictures of people
2. People, “love to…”
3. Friendly, emotional
LOWER RIGHT C
1. ‘Visual filing’
2. Analogous “It’s like…”
3. Modulated
UPPER RIGHT D
1. Environment? 2. Words Used? 3. Tone?
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Recognizing Preferences
A D
CB
A D
CB
A D
CB
A D
CB
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
Example 1
I have systems to organise my work
and home. A place for
everything and everything in its
place!
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Example 2
Analysis of the facts drive my decisions not
emotions.
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
Example 3
Success is all about having a
clear vision of how it will look, then trying things out and being willing
to fail.
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Example 4
Our people are our greatest asset. We need to listen to them, involve
them, show them we care.
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
Recognizing Preferences
A D
CB
A D
CB
A D
CB
A D
CB
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Recognising Preferences - Environment
A D
CB
A D
CB
A D
CB
A D
CB
Graph
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
Recognising Preferences - Environment
A D
CB
A D
CB
A D
CB
A D
CB
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People Close to You
DArtisticHolisticFlexible
ImaginativeSynthesizing
CMusicalSpiritualTalkativeEmotional
Empathetic
BDetailedOrdered
SequentialControlled
Conservative
AFactualLogicalRational
TheoreticalMathematical
Boss
Parent
Partner
Self
Work Colleague
Customer
Other
David David
Cathy
Dad
Sue
Dad
Sue
Cathy
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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The Things People Do – Exercise
A UPPER LEFT
B LOWER LEFT LOWER RIGHT C
UPPER RIGHT D
• Is very dramatic
• Always socialising with others
• Dresses comfortably…
• Asks how people feel about…
• Has a saying: “a place for everything and everything in its place”.
• Spreadsheets holiday activities then enters expenses as he goes
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Frustrations by Quadrant
Inarticulate, off-the-track communication
Excessive ‘chatter’
Vague, ambiguous instructions
Illogical comments
Inefficient use of time
Lack of facts or data
Inappropriate informality
Overt sharing of personal feelings
Impression of not knowing the right answer
Fear of challenge or debate
A UPPER LEFT
Unknown or absence of a clear agenda
Lack of organisation
Hopping around from subject to subject
Too many ideas at once
Unpredictability
Being too fast paced
Unclear instructions or language
Too much beating around the bush
Incomplete sentences
Lack of closure
B LOWER LEFT
Lack of interaction
Lack of eye contact
Impersonal approach or examples
Dry or cold, unenthusiastic interaction
Insensitive comments
Lack of time for personal sharing
All data, no nonsense
Lack of respect for feelings
Overly direct or brusque dialogue
Critical attitude
LOWER RIGHT C
Repetition
Being too slow paced
Playing it safe or by the book
Overt structure, predictability
Absence of humour and fun
Lack of flexibility, too much rigidity
Inability to get concepts or metaphors
Being drowned in detail
Too many numbers
Dry, boring topic or style
UPPER RIGHT D
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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© Total Inter Action Pty Ltd. All rights reserved.
WHOLE BRAIN INTERACTIONS
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Whole Brain Interactions
Learning Outcomes:
Introduction to Whole Brain communication models used throughout the program
Better uncover needs
Respond more persuasively
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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Whole Brain Questioning
A UPPER LEFT
B LOWER LEFT LOWER RIGHT C
UPPER RIGHT D
CHALLENGES
SITUATIONAL
OUTCOMES
PEOPLE/PERSONAL
What are the challenge/s?
How does that impact
you?
What outcomes
do you want?
What’s the current
situation?
2
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Whole Brain Questioning in Business
Business objectives
Business challenges
Impact challengeshave on business
A UPPER LEFT
Logistical requirements
Current situation
Book of business
Client base
B LOWER LEFT
Personal aspirations and challenges
Core drivers/motivators
The impact issues have on them personally
LOWER RIGHT C
Desired clients/business
Desired business outcomes
The impact challenges have on long-term goals
UPPER RIGHT D
CHALLENGES
SITUATION
OUTCOMES
PEOPLE/PERSONAL
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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Cross Selling Opportunities
Outcome you can address
Outcome you can address
Outcome you can address
Outcome you can’t address
Who else at AIG could help address that outcome?
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Whole Brain Responding
Style is brief, clear, direct
Content is objective, accurate
Uses numbers
Style is expansive, excited
Content in colorful, visual, conceptual
Uses metaphors, phrases
Style is step-by-step, orderly
Content is detailed, complete
Uses sequence, structure
Style is friendly, informal
Content is subjective, personal
Uses feelings, stories
© Chat-About Cue Card
SUBJECTS
A. Writing a business email
B. Improving business relationships
C. Dealing with a frustrated client
D. Best business plan
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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Whole Brain Responding - Tips
Explain the communication objective
Link solution to customer challenges
Develop business cases based on ROI
Take a logical approach (problem-solution)
Use expert and statistical evidence
A UPPER LEFT
Upfront explanation of how you will cover information
Keep on time
Provide detailed handouts
Ensure next steps are included and clear
Use product demonstrations as evidence
B LOWER LEFT
Use appropriate eye contact
Show you are passionate about the subject
Address the people issues
Gain buy-in by interacting with the audience
Use stories as evidence
LOWER RIGHT C
Explain why the subject is important to the listener
Simplify complex concepts
Link solutions to customer’s desired outcomes
Use analogies and hypotheticals as evidence
UPPER RIGHT D
WHAT
HOW
WHY
WHO
Cards
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Whole Brain Conflict Resolution
Learning Outcomes:
Benchmark current approach to handling conflict
Use a Whole Brain model to handle unhappy, frustrated, angry (important) stakeholders
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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Whole Brain Conflict ResolutionCurrent Approach
Individual Exercise:
1. Think of situation when you had a frustrated Stakeholder
2. Write on Post-Its what you did / said in that situation...
3. One activity only per Post-It.
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1. Go to your flip chart
2. Read the criteria
3. Populate quadrants with your Post-Its
4. How whole brained is your approach?.
UNDERSTAND FACTS RELATING
TO ISSUE
CONFIRM SATISFACTORY
RESULT
EMPATHISECHECK & REDUCE ‘TEMPERATURE’
ANALYSE & SOLVE PROBLEM
PROBLEM
DETAIL
RESULT
PERSON
Whole Brain Conflict ResolutionCurrent Approach
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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01:40
Whole Brain Conflict ResolutionIt’s Not About The Nail
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UNDERSTAND FACTS RELATING
TO ISSUE
CONFIRM SATISFACTORY
RESULT
12
34
EMPATHISECHECK & REDUCE ‘TEMPERATURE’
ANALYSE & SOLVE PROBLEM
Handling Tough Customers
PROBLEM
DETAIL
RESULT
PERSON
“What’s the end result you are looking for?”
“At the end of the day what do you need to do”
“That would be frustrating”
“I’m going to personally take responsibility to address this”
“When..?”
“Where..?”
“How long..?”
“How many..?”
“What I want you to try is…”
“What I’m going to do is…”
Whole Brain Conflict ResolutionRecommended Approach
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
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Summary – Kick Off
Become more aware of others’ preferences and when to adjust your natural approach
Thinking and communicating in your area of least preference can be challenging so…
Use whole Brain models to help you compensateand minimize risk.
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Mapping My role – For the Future
B PLANNED / PROCESS RELATIONSHIP / PEOPLE C
FUTURE / STRATEGIC DA ANALYTICAL / FINANCIAL
Become our client’s most valued insurer &
grow profitable business
ASPIRE AIG Sales Excellence & Coaching Program Slide Deck –Kick off
© Total Inter Action 26
© Total Inter Action Pty Ltd. All rights reserved.
AIG SALES EXCELLENCE AND COACHING PROGRAM
ASPIRE