Chapter 12 “Tools & Tips” Objectives

1. How should I listen and why is it important?2. What role does networking play in sales?3. What is an elevator Speech? – write one4. How do we use account profiles and customer data?5. Review the components of a good call plan.6. What is a call report and why have them?

Chapter 8 2

Listening

• It’s boring to hear the ___________________ over and over

• People generally care more about themselves than others

• There are often _______________________

Chapter 8 3

Listening

• Listening is the most critical ________________

• People seldom will tell you that you are a poor

listener

They just find somebody _______________________

Chapter 8 4

Active Listening• Listen to • Listen for the the customer says it• Carefully observe all • You must listen for three types of

information:• _________________• _________________• _________________

Chapter 8 5

Listen for Facts . . .• Use to help make

sure you understand the implications of what the customer is saying

• “Sub-verbally” support the customer and encourage them to keep talking • Use . . . “Oh?” “Yes,” “I see,” a raised

eye-brow or a nod of the head• Use what you just heard

Chapter 8 6

Listen for Facts . . .• _____________________draw diagrams or fields, or draw organizational

diagrams-with permission• It keeps you _________________• It helps you remember• It lets the customer know you think what they

are saying is importantCustomers don’t like to repeat things they think you

should remember

Never

• _________________________________________________________

_____________________________

• interrupt the customer or stop listening before the customer has __________________

Chapter 8 7

Listen for Feelings . . .• Feelings may be more important then facts

when a customer is making a major purchaseListen to: • ____________________ the customer is talking• ____________________ about a problem or opportunity• ____________________ about an issue• ____________________ to move toward a result

Chapter 8 8

Listen for Cues…In general customers share information when …

• They are _____________ with the salesperson

• They believe the salesperson might be able to ______________

• They have a ________________________

• They want to communicate their ________________________

Chapter 12 9

Networking

1. Link with decision makers in _____________

2. Establish ______________ as a professional

3. Increase contacts in ___________________

4. Share resources with others – ______________________________________________________________________________

Best of theBest

Chapter 12 10

Everyone is connected.

• The results of Stanley Milgram’s “Small World” experiment on social connectedness are often summarized as showing that “six degrees of separation” exist between any …

______________________________• Facebook experiments conducted by

the University of Milan in 2008 showed the number was 5.28 connections, and in 2011, was 4.74.

Chapter 12 11

Network Linkages

• Using your network effectively means planning for how to ______________________________________

• Through your connections with others

You

Tom

Laura

Are roommates with

Whose mother is

Sam

Whose is in Rotary with

Your Dream Employer

Who is the head of human resources at

Chapter 12 12

Networking

• Linkages are only one part of networking• Effective networking requires• ____________________________________• ____________________________________• ____________________________________• ____________________________________

Best of theBest

Chapter 12 13

Networking

• The Best sales persons participate in activities that provide opportunities for networking• Chambers of Commerce• Industry organization• Philanthropic Activities• Service Organizations

• A “bonus” from serving others is the opportunity ______________________________________________

or introduce you to others

Best of theBest

Chapter 12 14

Networking Events

• Networking often takes place at events that require specific ________________• Managing the logistics of balancing

a plate, napkin and drink in your left hand

• So that you keep your right hand free to shake hands and ________________________________________________________________________________

• Strategically “working a room”

Best of theBest

Chapter 12 15

Networking Events

• Remember that:• There are often people who are nervous

at these events• These aren’t ___________________ (where people line up to see others) nor

are they just ______________________• Have a brief description of yourself and

your company to share

Best of theBest

Chapter 12 16

Networking Tips

• __________________• Whom do you want to meet?• What kind of outcome do you want?

o Contacts to follow up with latero Be positive & your self, not too

_________________________ o Look for ____________________

• Look for clusters with someone ________________________________________________________________________________

Best of theBest

Chapter 12 17

Networking Tips

• Introduce yourself• _____________________• _____________________• _____________________

• Introduce your company (Elevator Speech)• What your company does• What kinds of customers your

company works with• Positive aspects of your reputation• Facts, not bragging

Best of theBest

Chapter 12 18

Etiquette• Nametag on right lapel• Drink, napkin, plate in left hand• Business cards in an accessible pocket (not in

your hand)• Pen accessible (for making note on card)• Promises, connections

• Do not form a line• Be positive (food, atmosphere, event)• Excuse yourself before leaving a cluster• Move slowly between groups• Don’t sell your products here

Chapter 12 19

Networking Tips

• Ask a question• _________________________________• _________________________________

• Find common interests• Industry news• Topics of mutual interest

• Suggest a meeting at some time after the event (if appropriate) & follow-up

Best of theBest

Chapter 12 20

Elevator Speech

• 30 seconds, less than a 100 words • __________________________________________• Written, memorized and rehearsed so it is

natural, conversational, positive & confidently delivered

• Describes your competitive advantage• Answers the question, ___________________• Could include a brief follow up story that

illustrates your point …_____________________

Best of theBest

Chapter 12 21

Elevator SpeechBest of theBest

Company nameDoes Helps, assists, works with [what customers]In order to Perform, conduct, provide, create [what value]By or through Brief description of products or services in lay

terms [product overview]Which is unique because

How you are unique [competitive advantage]

Which allows them to

Be successful, earn money, work with their clients more effectively [benefit of your value]

An example of this is…

Factual evidence [brief story of someone you helped without naming names unless you have permission to do so]

Chapter 12 22

Account Profiles and Customer Data

• The best of the best know that understanding the complex customers they work with• Can’t be left to ______________• And good intentions

• Strategy begins with _______________________

Best of theBest

Chapter 12 23

Call Plans

• Call plans should be ________________• An agenda could be __________________________________________________• It shows that you’ve planned• They will take it more seriously• Doesn’t have to be detailed

_________________o Introductiono Clarify challenges or goalso Discuss potential solutionso Next steps

Best of theBest

Chapter 12 24

Call Reports

• After each call record some notes• While it’s fresh To make sure any

promises made are __________________• Call reports are easily shared with others• Helps to _______________________________• Coordinates efforts _____________________• Shares what you’ve been doing with

the ___________________

Best of theBest