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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:
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