1. Presented by Eric Brunner, SPHR Assistant Vice President, HR Learning & Development To Sell is Human 2014 TUAA Leadership Conference

2. At the end of this course, you will be able to: Define the ABCs of non-sales selling Identify ways by which you can attune yourself to others Develop the ability to be buoyant in the face of resistance Demonstrate how to question for clarity List several ways to creatively pitch your ideas

3. In your role as Temple University Alumni Ambassador would you consider yourself a salesperson?

4. When you consider your role in general, how important are the following to your success? A.Teaching, coaching, or instructing others B.Processing information C.Selling a product or service D.Serving clients or customers E.Pitching ideas F.Persuading or convincing others G.Building or creating something tangible

5. Think about what you actually do in your role as an Ambassador. 1.Teaching, coaching, or instructing others 2.Processing information 3.Selling a product or service 4.Serving clients or customers 5.Pitching ideas 6.Persuading or convincing others 7.Building or creating something tangible Regardless of whether you use email, phone, or face-to-face conversations, how much time do you devote to the following over the course of a week for a total of 100%?

6. What You Do at Work Survey 9,057 respondents 1 in 9 Americans work in sales The other 8 or 9 Americans work in non-sales selling People spend 40% of their time at work engaged in non-sales selling 24 minutes of every hour is spent moving others 37% spend large amounts of time teaching, coaching, or instructing others 39% spend large amounts of time serving clients or customers 70% spend large amounts of time persuading or convincing others “Serving clients and customers” and “teaching, coaching, and instructing others” were rated as most vital in doing their jobs well, although processing information is where they all spent the most time

7. How much of your professional life is spent trying to inspire others to action?

8. What are some of the things we sell? How do we sell them? Non-Sales Selling

10. 4 ways to Attune 1.Increase your power by reducing it 2.Use your head as much as your heart 3.Mimic Strategically A.Watch – Observe what the other person is doing B.Wait – Wait before you begin to mimic what you have observed the other person doing C.Wane – try to be less conscious of your mimicking so that it looks natural 4.Pull up a chair Attunement

11. Perspective Taking Activity: Who’s sitting in your empty chair? 1.Identify a situation for which you’d like to influence an action. 2.Who is the person or group sitting in your empty chair? 3.How can you attune yourself to them?

12. Effectively move others with BUOYANCY

13. Declarative Self-talk Before the interaction with someone you are trying to move to action Interrogative Self Talk vs. I canCan I?

14. Your Turn: Ask yourself, “Can I do this, and if so, HOW can I do this?” about a work situation you’d like to influence, and then answer yes. Give 5 reasons why the answer is yes. Before the interaction with someone you are trying to move to action

15. Things are great! It’s not going as I had planned, but it’s still looking good for me! Things are terrible! It’s not going as I had planned, but that’s exactly what I expected anyway! During and Interaction A.Things are great! B.Things are terrible!

16. Positivity is a catch all term for many feel good emotions: amusement, appreciation, joy, interest, gratitude, pride, hope, awe, compassion, contentment, and inspiration Negative emotions come out of a need to survive in the moment and they narrow people’s vision. These emotions include: anger, contempt, disgust, embarrassment, fear, guilt, sadness, and shame Facts about Positivity

17. Positive emotions do the exact opposite – they broaden our awareness, open people up to new ideas, make us more creative and more receptive Positivity helps us see the forest (the bigger picture), and therefore, helps us to come up with solutions for people’s problems Positive emotions enhance our effectiveness Facts about Positivity

18. 1 to 1 balance of positive and negative emotions had no higher well being than those with predominantly negative emotions 2 to 1 positive to negative were no happier either 3 to 1 positive to negative tipped the scales. For every 3 instances of positivity, there was only 1 instance of negativity – This is where people flourished. The Golden Ratio of Positivity

19. 11 to 1 – positive emotions did more harm than good. Panglossian Cluelessness Some negativity – “appropriate negativity” – is necessary That golden ratio of positivity leaves you buoyant The Golden Ratio of Positivity

20. More than thirty years of research and over 500 scientific studies have shown that what you say to yourself when you experience stress and adversity -- your explanatory style -- influences your performance, your mood, and even your health. Your Explanatory Style Is it PERMANENT? - Is it likely to continue? Is it PERVASIVE? - Is it reflective of your whole life? Is it PERSONAL? - Is it your fault? When bad (or good) events happen, ask yourself these three questions: After an Interaction

21. How To Be When Moving Others

22. Being a problem finder instead of a problem solver requires far more creativity Information is ubiquitous – people can solve their own problems…..unless they got the problem wrong in the first place Are you a problem solver or a problem finder? Who can help Linda solve the problem of her dirty carpets? She wants to buy a better vacuum cleaner because her carpets are constantly dirty. Using your smart phones, tablets, or personal knowledge and creativity, help Linda solve her problem. Find the right problems to solve.

23. Discover hidden problems by asking the Five Whys 1.Why do you want to buy another vacuum cleaner? Because my carpets are always dirty. 2.Why? I think it’s because my vacuum cleaner can’t handle the daily use. 3.Why are you using it daily? Because it seems that as soon as I vacuum, the floors are dirty again the next day. 4.Why are your floors are getting so dirty? I don’t know. I need to look into that. 5.Why are you buying a vacuum cleaner without finding out what the problem is? hmmmm……….. The Five “Whys”

24. WHAT SHOULD I DO TO MOVE OTHERS TO ACTION?

25. Forward Are you better off now than you were four years ago? If it doesn’t fit, you must acquit.

26. “Pitches that rhyme are more sublime” Non-rhyming versionOriginal, rhyming version Woes unite enemies.Woes unite foes. What sobriety conceals, alcohol unmasks. Life is mostly struggle. Caution and measure will win you riches. What sobriety conceals, alcohol reveals. Life is mostly strife. Caution and measure will win you treasure.

27. 4 Tips to Improve Your Memory Today TBD Once upon a time, there was a health crisis haunting many parts of Africa. Every day, thousands of people would die of Aids and HIV related illness, often because they didn’t know they carried the virus. One day we developed an inexpensive home HIV kit that allowed people to test themselves with a simple saliva swab. Because of that, more people got tested. Because of that, those with the infection sought treatment and took measures to avoid infecting others. Until finally, this menacing disease slowed its spread and more people now live longer lives.

28. Scenario: Imagine that your chapter or alumni association has been awarded $10,000 for a distinguished speaker series. Your Dean, Development Director, or Institutional Advancement colleague has made it clear where he/she would like to see the money go, but you as the association or chapter leader feel that this will not reach the widest audience. You would like to use the money to create a university-wide online business directory for networking and business opportunities. Group 4 – One Word Pitch Group 5 – Questioning Pitch Group 6 – Subject Line Pitch Group 1 – Twitter Pitch Group 2 - Rhyming Pitch Group 3 – Pixar Pitch What’s Your Pitch?

29. Hear Offers Say Yes, and… Make your partner look good Attune yourself Actively listen Objections are actually offers in disguise Compared to yes, but…. Demonstrates buoyancy Yes, but moves no one or nothing Yes, and generates ideas Provides options Accept their choices Your goal is to make your customers successful and happy The better your partner looks, the better you look How often are we focused on making our partners look good rather on just making ourselves look good? How often do we block others in an attempt to make ourselves look good?

30. WHAT SHOULD I DO TO MOVE OTHERS TO ACTION?

31. Make it PERSONAL - Always keep the human being in mind. - Recognize the person you are trying to serve. - Put yourself behind whatever it is you are trying to sell. - Genuinely care about making the person you are trying to serve happy. Make it PURPOSEFUL - We do things for “self-transcending” reasons. - People behave differently when discussing purpose as it relates to benefitting someone else. - Purpose is a performance enhancer. To Serve is to improve another’s life, which in turn, improves the world. Serve

32. 1.How are you going to use what you learned today? 2.Choose one or more of the concepts presented and discuss with your group. Takeaways

33. Eric Brunner