Initiate | Build | Manage | Optimize
Building Relationships for Success In SalesNew Agent Client CareWebinar
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FEG ACADEMY LEARNING SERIES
What You Learn in This Series Icebreaker: Business Card Networks
Course Overview
Focusing on Your Customer
What Influences People in Forming Relationships?
Disclosure
How to Win Friends and Influence People
Morning Wrap-Up
Lunch
Perfect Pairs
Communication Skills for Relationship Selling
Non-Verbal Messages
Managing the Mingling
The Handshake
Small Talk
Networking
Workshop Wrap-Up
Overview
• Discover the benefits of developing a support network of connections.
• Understand how building relationships can help you develop your business base.
• Learn how to apply communication techniques to build your network.
• Identify the key elements in strong working relationships, and how you might put more of these elements in your working relationships.
• Recognize the key interpersonal skills and practice using them.
Focusing on Your Customer
• There was a time where sales efforts focused on getting as much product or service sold as possible.
• Hard selling practices are being replaced by a focus on what the customer needs.
• We can figure out what our customers need by exploring what their challenges are and how we can help to minimize those challenges.
Customer Focused Selling (I)
Focusing on Your Customer
• When we take a real interest in our customers we develop relationships with them that ultimately help us to sell more.
• When customers have a choice about who to buy from, they shop with companies that they like.
• While you may not like each of your customers personally, it’s important that your attitude reflects that you enjoy your work, and being able to help your customers.
Customer Focused Selling (II)
Focusing on Your Customer
• This is called Customer Focused Sales or Consultative Selling.
• Requires consistent work and skill development to be effective and to generate sales.
• A customer focus should be applied at each sales opportunity that you have, no matter the length of the process.
Customer Focused Selling (III)
Focusing on Your Customer
• Can you name some companies that use an older style sales approach?
• Can you think of some companies who are successfully using a customer-focused or consultative approach?
• What do you love about sales?
Customer Focused Selling (IV)
Focusing on Your Customer Understanding Effort vs. Results (I)
OptimizeManage
Initiate Build
High
Low High
Outcom
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Effort/Time
Focusing on Your Customer
Focusing on Your Customer
Initiate | Build | Manage | Optimize
Focusing on Your Customer
Initiate• Networking in the community
• Attending business association meetings and conferences
• Asking for referrals from existing clients
• Volunteering
Focusing on Your Customer
Build• Deliver on your commitments• Be on time• Under promise and over deliver• Demonstrate your professionalism and trustworthiness• Be likeable and knowledgeable
Session Two: Focusing on Your Customer
Manage• Offering solutions • Completing gap analysis and needs
assessments• Asking open ended questions• Discovering their motivation for buying• Offering meaningful solutions
Debrief (III)
Session Two: Focusing on Your Customer
Optimize• Following up on time• Investigating other opportunities within the organization• Reaching out to let them now about new solutions as they
come available
Debrief (IV)