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WELCOME

TAG Training Day September 8, 2011

Facilitated by J. Mark Walker 678-794-1195

Contents copyrighted 2011 by Integrity Solutions Holdings, LLC. All rights reserved.

Contents may not be copied or reprinted without written consent of Integrity Solutions Holdings, LLC.

Printed by permission.

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Integrity Selling for Service Professionals® Preview Notes

Name: _______________________________________

Job title or position with your organization: _________________________________________

Others I have met:

My organization generates revenue by…_____________________________________________

______________________________________________________________________________

My job impacts Customer Satisfaction and Loyalty by…__________________________________

______________________________________________________________________________

_______(Satisfied_____ customers are almost as likely to defect to a competitor as a dissatisfied

customer. They are only ___(rationally)___ satisfied.

However, ____(Loyal)______ customers are first ___(satisfied)_____ ___(customers)___. Then

they become _____(emotionally)________ satisfied and __(loyal)___.

Notes from video about Loyalty:

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What business are we in?

Our customers choose to do business with us because…_________________________________

______________________________________________________________________________

The unique factors I bring to customers are ___________________________________________

______________________________________________________________________________

Definitions

Service is…a process of identifying and filling needs people have and creating value for them.

Selling is… a process of identifying and filling needs people have and creating value for them.

Notes: Selling and Service have the same foundation – customer needs!

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

Service and SellingCongruence Model®

Viewof

View of/

Beliefin

Commitment To

® The Selling Service Congruence Model is a registered trademark of Integrity Solutions Holdings, LLC. All rights

reserved. Used by permission.

Notes:

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Behavior Styles®

Behavior Styles®

® The Behavior Styles Model is a registered trademark of Integrity Solutions Holdings, LLC. All rights reserved.

Used by permission.

Video Notes about Behavior Styles®:

Communicating with prospects and customers with the AID, Inc.® System.

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The Aid,Inc.® System

®®AIDINC is a registered trademark of Integrity Solutions Holdings, LLC. All rights reserved.

Used by permission.

A = Approach

I = Interview

D = Demonstrate

I = Validate (using poetic license we pronounce it Val-I-date” to make the anacronym

work.

N = Negotiate

C = Close

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Approach

The purpose of the Approach is to establish __(rapport)__.

One way that I “Approach” people now is by: _________________________________________

______________________________________________________________________________

An idea I got from our group discussion about Approach is: ______________________________

______________________________________________________________________________

______________________________________________________________________________

Interview

The purpose of the Interview is to _(find)_ _(out)__ what people __(want)__ or ___(need)__.

The best kinds of questions to ask to find out what people need are __(open)__ __(ended)_.

(They cannot be answered with a “yes” or “no,” or other one-word answer.)

The key idea in designing Interview questions is to think of the __(problems)____ we solve or

the way customers have used our products in the past.

Another reason the Interview is important is to help defuse __(emotions)____ or uncover the

customer’s ___(concerns)____.

____(Emotions)____ often overrule _(logic)_.

One action I can take to help control my ego or emotions when faced with an emotional

customer is to _________________________________________________________________.

Other Ideas:

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The Demonstrate step of AID, Inc.® should be focused on solving the problems or meeting the

needs uncovered in the Interview.

Validate

Validate is part of __(everything)__ we do with the customer.

If I have not completed the __(Validate)__ step, there is no reason to proceed to try to

negotiate and close because the prospect does not believe our claims or trust us.

Validate Video notes:

Our focus when Validating is the ___(benefit)___ to the __(customer)_____.

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Typically customers will expect us to Validate three things:

1. Ourselves

2. Our organization

3. Our products or services

The “Six Magic Words” (What this means to you is…) act as a “bridge” or a “__(connection)__”

between features of our product or service and the ___(benefits)___ a customer will enjoy.

Negotiate is working out problems when people want to work them out.

Close is asking for a decision when it is the right time.

Lasting Impressions.

Actions I can take to show customers that I value them.

Ways I can leave the customer with an unexpected sense of satisfaction.

I would like customers to describe my service skills, attitude and desire to help by saying,

The most important idea I gained today is:

Here is how I will apply that idea with customers or coworkers: