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Closing More Sales By Leveraging Credibility & Trust
It All Leads To:
Distracted ClientsShort & Fragmented Attention
SpansIncreased Expectations
The Issues Become:
• How do I increase the number of qualified prospects in my pipeline?• How can I quickly establish a solid
connection with a prospect or client?• How can I create a sense of urgency
and move the sale to closure?
Give Clients What They Want
Credibility & TrustworthinessRelevancyIntelligence & InsightfulnessService Beyond SelfPersistence
Able to be believed, convincing and reliable
#1 Credibility & Trust
Credibility & Trust are at the Heart of Life Long Relationships
Credibility & Trust Starts With Establishing Rapport
Tips on How to “Quickly”Establish Rapport
• Display understanding & empathy – they must like you • Find out whatever you can about
them before your meeting• Project your sincere desire to help
them
Tips on How to “Quickly”Establish Rapport
• Show them you can help them• Provide several 3rd party testimonials• Leverage timeline charts • Prepare relevant questions in
advance – don’t wing it
LISTEN!
Poor listening habits:
1. Private planning2. Prejudging3. Selective listening4. Private rehearsing
You begin setting up the close at the very beginning of your sales
process by building CREDIBILITY & TRUST
Too Early to Close?
“The business has changed from selling product to advising clients. To
be truly credible as an advisor, you must walk your talk and own the
products and the plan you are selling.Jim Lambert, 32 Years w/VALIC
The Business Has Changed
Closely connected and appropriate to the matter at hand
#2 Relevant
Relevance
“You can tell whether a man is clever by his answers. You can tell
whether a man is wise by his questions.”
Naguib Mahfouz, Nobel Prize for Literature
Relevance Starts With Questions
Relevant Questions
1. Closed ended – limited information2. Open ended – more information3. Discovery – uncovers a high volume
of useful information
3 Types of Questions
• “Can you please describe how you envision spending your retirement years?”
• “Please share with me some of the things you have not been able to do that you would like to do in your retirement?”
• “Please help me understand your past experiences with investing and what your thoughts are going forward.”
Discovery Questions
Understanding Personality Styles Helps You be Relevant
The Controller• Fast paced• Bottom line oriented• All business and difficult to develop rapport
with
Understand Personality Styles to be Relevant
The Cooperator• Slower paced• “Relationship” is their top priority • They avoid conflict – they suffer from “buyers
remorse”
Understand Personality Styles to be Relevant
The Expresser• Fast paced• Very outgoing • They are big picture thinkers
Understand Personality Styles to be Relevant
The Analyzer• Slower paced• They analyze everything • Very facts and figures oriented
Customize & Tailor to be Relevant
“I like to be creatively assertive. I don’t always lead with the
product.”Jon Michaels, Newbie w/VALIC
Be Creative, Relevant & Assertive
Having knowledge and an acute understanding and perspective
#3 Intelligent & Insightful
Ben Feldman
• Sold 1.8 Billion in policies from 1942-1993.
• Annual commission was over $1 Million.
• At the time, his sales totals were equaled only by the entire sales forces of other insurance agencies.
Ben Feldman
Ben Feldman mastered the basics, and did them better than any of his competition.
Ben Feldman
Studied 2 hours per night:• Life insurance• Sales methodologies• Persuasion• Financial planning
Ben Feldman
Developed an extraordinary ability to “tailor” life insurance instruments
Visualization Creates Urgency
Gain understanding in 4 key areas:
1. What investments do they currently have?
2. What motivates them in life and work?3. What are their priorities?4. How do they feel emotionally about
retirement?
Questions are the Gateway to Creating Visual Images
“What are some of the activities you do today that you would like to do more of in retirement?”
“What are some of the activities you are unable to do today that you would like to begin doing in retirement?”
Be Comfortable Discussing the Consequences
“Doing something costs something. Doing nothing costs something. And, quite often doing nothing costs a lot
more!”Ben Feldman
Questions are also the Gateway to Discussing the Consequences
“What would happen if the way you're currently invested doesn’t generate the return you need to fund the lifestyle you’d like to have in retirement?”
“How confident are you that the amount you're saving will allow you to find the lifestyle you'd like in retirement?”
“I use 3rd party stories and anecdotes to create visualizations
and a sense of urgency.”Tim Towery, 23 Years w/VALIC
3rd Party Anecdotes
Concerned more with the needs and wishes of others than with
one’s own
#4 Service Beyond Self
Remain Open & Flexible
Disney Gets It!
Going the Extra Mile
Enjoying the Reward
Passionate Service
Let Them Know You’ve Got Their Back
“I ask my self if I am a referable advisor. My objective is to increase
the level of service I provide.”Mark Maggio, 28 Years w/VALIC
Are You a Referable Person?
Continuing firmly in a course of action in spite of difficulty or
opposition
#5 Persistent
Ben Feldman
“You haven’t done anything wrong. You just haven’t done anything,
and that’s what’s wrong.”-Ben Feldman
No “Silver Bullets”! Objection Handling Formula
1. Listen intently to the objection2. Feed the objection back to confirm3. Question to clarify their “hesitation”4. Provide an answer to the objection5. Confirm your answer settles the
concern6. Close once again
No confidence? No persistence!No persistence? No success!
Confidence is at the Heart of Persistence
“We’ve been relentless all season…we have the mentality of having
a championship day every day.”
Russell Wilson
“I choose to make a commitment to myself.”
“I choose to see my gifts brought into the world.”
“I choose to pay close attention……..”
Jamie Anderson
“Do the most productive things each and every day. You never
know exactly who is going to buy and when.”
Tom Robertson, 26 Years w/VALIC
“Fuzzy Control”
CRISP
Credibility & Trust
Relevancy
Intelligence & Insight
Service Beyond Self
Persistence
The End!