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WELCOMEWELCOME

Facilitated by J. Mark WalkerFacilitated by J. Mark Walker

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This program will help you:

Improve client relationships.Develop greater self-confidence.Strengthen customer loyalty.Improve problem solving skills.

Welcome

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Graduates from:Graduates from:Graduates from:Graduates from:

• Detroit Edison

• Palm Beach Post

• Bay Gulf Credit Union

• Coldwell Banker

• Bell Atlantic

• American Red Cross

• Cox Communications

• Principal Financial Group

• Ingram-Micro

• Sunmark Federal

Credit Union

• Russell Investment Group

• The Ritz Carlton

• Delta Community Credit Union

• Southern Company

• The Guardian

• Ethicon Endosurgery

• Baylor HealthCare

• Global

• Principal Bank

• Grow Financial Credit Union

• Anderson Consulting

• Principal Connection

Introduce Yourself

How does your company generate revenue?

How does your job impact customer satisfaction and loyalty?

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Value of Satisfied CustomersSatisfied vs. Loyal CustomersWhat Business are You Really In?Defining Service

Value of Satisfied CustomersSatisfied vs. Loyal CustomersWhat Business are You Really In?Defining Service

In This Discussion

What are some reasons why you

enjoy doing business with individuals or

businesses?

What are some reasons why you

enjoy doing business with individuals or

businesses?

Satisfied vs. LoyalSatisfied vs. Loyal

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What are some common courtesies that service people don’t seem to know

how to do?

What are some common courtesies that service people don’t seem to know

how to do?

Satisfied vs. LoyalSatisfied vs. Loyal

What are some distinctions between a

satisfied customer and a loyal customer?

What are some distinctions between a

satisfied customer and a loyal customer?

Satisfied vs. LoyalSatisfied vs. Loyal

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Integrity Solutions Founder

• 25,000 facilitators

• Programs in 2,000 companies

• 1.5 million graduates; 80+ nations

• Authored 9 books including:

– Integrity Selling

– Integrity Service

– The People Principal

– Inner Game of Selling

Ron WillinghamRon WillinghamRon WillinghamRon Willingham

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What Business are You In?

How do we generate revenue?Why do people choose to do business with us?How does my job impact customer satisfaction and loyalty?What unique factors do I bring?

How would you complete this sentence?

How would you complete this sentence?

Service is…Service is…

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How would you complete this sentence?

How would you complete this sentence?

Selling is…Selling is…

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Gaps create conflict and disengagement.Congruence releases energy and achievement drive.

Service and SellingCongruence ModelCongruence Model

Viewof

Abilities

View of Service/ Selling

ValuesBelief

inProduct

Commitment to

Activities

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How to Approach People to Build

Rapport and LoyaltyHow to Approach People to Build

Rapport and Loyalty

Introduction to a tool that will help you to listen and communicatemore effectively...

Behavior Styles®

Introduction to a tool that will help you to listen and communicatemore effectively...

Behavior Styles®

In This Discussion

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Introduction to the six-step communication system… AID,Inc.®

Review of the first step in the system… Approach

Introduction to the six-step communication system… AID,Inc.®

Review of the first step in the system… Approach

In This Discussion

Behavior Styles®

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Behavior Styles®

Behavior Styles®

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Behavior Styles®

Behavior Styles®

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2 Worksheets2 WorksheetsPerson with whom it’s EASY EASY EASY EASY to communicate, orPerson with whom it’s DIFFICULTDIFFICULTDIFFICULTDIFFICULT to communicate.Yourself in a WORKWORKWORKWORK environment.Determine primary and secondary styles for both.

Person with whom it’s EASY EASY EASY EASY to communicate, orPerson with whom it’s DIFFICULTDIFFICULTDIFFICULTDIFFICULT to communicate.Yourself in a WORKWORKWORKWORK environment.Determine primary and secondary styles for both.

Behavior Styles®

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The AID,Inc.The AID,Inc.®®Communication SystemCommunication System

Introducing….

AID,Inc.® System

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1. Tune the world out and people in.2. Put them at ease and make them

feel important.3. Thank them for contacting you.4. Hold eye contact and listen to how

they feel.

1. Tune the world out and people in.2. Put them at ease and make them

feel important.3. Thank them for contacting you.4. Hold eye contact and listen to how

they feel.

ApproachApproach

Action Guides™

One way you establish rapport.One way you establish rapport.One way you establish rapport.One way you establish rapport.An idea you will use to Approach An idea you will use to Approach An idea you will use to Approach An idea you will use to Approach

more effectively.more effectively.more effectively.more effectively.

Your Your Your Your Your Your Your Your ApproachApproachApproachApproachApproachApproachApproachApproach is Your is Your is Your is Your is Your is Your is Your is Your 11111111stststststststst Important Sale! Important Sale! Important Sale! Important Sale! Important Sale! Important Sale! Important Sale! Important Sale!

Please share with your group:

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How to Interview People and Discover

Their NeedsHow to Interview

People and Discover Their Needs

Review of the second step in the AID,Inc.AID,Inc.AID,Inc.AID,Inc.®®®® System…Interview

Develop key questions to Identify Customer Needs

In This Session

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1. Ask open-ended, indirect questions that draw out problems, concerns, wants or needs.2. Listen to and paraphrase all points—write them down.3. Identify service problems, concerns, wants or needs and get agreement.4. Assure people that you want to help them.

1. Ask open-ended, indirect questions that draw out problems, concerns, wants or needs.2. Listen to and paraphrase all points—write them down.3. Identify service problems, concerns, wants or needs and get agreement.4. Assure people that you want to help them.

InterviewInterview

Action Guides™

Interview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview Questions

1. What might you ask to identify the primary need or want?2. What can you ask to uncover underlying issues impacting the need? 3. What problems do your customers want you to help them solve?4. What can you ask to understand a customer’s sense of urgency for a solution?

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People’s wants and needs can be driven by motives and emotions that may not seem logical to others.People’s emotions often overrule their logic.Before you can meet needs or solve problems, negative emotions must be diffused.

People’s wants and needs can be driven by motives and emotions that may not seem logical to others.People’s emotions often overrule their logic.Before you can meet needs or solve problems, negative emotions must be diffused.

Motives and Emotions

In helping your customers:In helping your customers:

How do you respond when a customer complains?How well do you control your ego and emotions when a customer is unhappy?

How do you respond when a customer complains?How well do you control your ego and emotions when a customer is unhappy?

Motives and Emotions

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How to Validate Yourself and Your Recommendations

How to Validate Yourself and Your Recommendations

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When do we begin…

…to Validate?What is our Focus?(end result benefits)

ValidateValidate

1. Translate product or service features into customer benefits.2. Justify price and emphasize value.3. Offer proof and evidence.4. Reassure and reinforce people to neutralize their fear of buying.

1. Translate product or service features into customer benefits.2. Justify price and emphasize value.3. Offer proof and evidence.4. Reassure and reinforce people to neutralize their fear of buying.

Action Guides™

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“I trust you as a person of integrity.”

“I believe your product or service will fill the needs I have.”

“I have confidence in your organization.”

“I trust you as a person of integrity.”

“I believe your product or service will fill the needs I have.”

“I have confidence in your organization.”

We Validate When People Say…We Validate When People Say…

Your Organization?

Your product or service?

Yourself?

Your Organization?

Your product or service?

Yourself?

ValidateHow do you validate:How do you validate:

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Six Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsMention your solution or service recommendation.Then communicate:

“What This Means “What This Means “What This Means “What This Means To You Is…”To You Is…”To You Is…”To You Is…”

“What This Means “What This Means “What This Means “What This Means To You Is…”To You Is…”To You Is…”To You Is…”

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People become loyal customers as a result of a memorable

service experience and the end-result

benefits they enjoy.

People become loyal customers as a result of a memorable

service experience and the end-result

benefits they enjoy.

Remember

Lasting Impressions1. What actions can you take to show customers that you value them?2. How might you leave the customer with an unexpected sense of satisfaction?3. How would you like customers to describe your service skills, attitude and desire to help?

1. What actions can you take to show customers that you value them?2. How might you leave the customer with an unexpected sense of satisfaction?3. How would you like customers to describe your service skills, attitude and desire to help?

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Lasting Impressions• What is the most important What is the most important idea you have learned today?idea you have learned today?•• How will you apply this idea How will you apply this idea when you return to work?when you return to work?