3. o Research o Prepare o Organize o Pay attention o Tactics — location o Time of the interview o Appointments o Order o Urgency

9. Closing the Deal

10. Investigation completed within 90 days Revised CIP 50 days Updated CIP at the 70 days Follow guidance for extensions and timeframes

11. 1.Not tracking suspense's 2.Granting numerous extensions on suspense's 3.Not requesting all needed information initially 4.Not directing initial employer contact to appropriate level 5.Not developing and following a CIP 6.Not seeking help from supervisor or the RO when needed.

12. Focus on them, not you Control the conversation Assume the sale Build rapport He who hesitates loses Be clear Determine their needs Listen, listen, listen Present a solution to their problem Get a verbal acceptance Be persistent Ask for the sale

14. 1. Assumptive Close Technique When shall we meet? Will 3 days be enough time to deliver the documents to me? What day did you want them to start back at work?

15. 2. Balance-sheet Close Technique Well, although you have this much due in back pay, you will be getting a qualified, trained individual back in your warehouse. Let's weigh things up. You're offering..., and you are within the law and will have...,... and....

16. 3. Best-time Close Technique The best time to settle is now, because back wages are potentially accruing... If you are going to reemploy…, when would they start?

17. 4. Calendar Close Technique When shall we make the next meeting? Are you free next Wednesday at 3pm?

18. 5. Ultimatum Close Technique If we don’t resolve this now, the claimant can ask to refer the case… If you settle today, you can have this off your plate and get back to business…

19. Closing the Deal

20.  Inform employer of Claim  Explain the requirements of USERRA  Explain VETS role in the resolution process  Set forth remedies the claimant is seeking  Obtain the employer’s explanation  Seek a resolution of the claim

21. Introduce self in non-threatening, non- adversarial way Inform in a clear concise manner Use lay language Obtain the employer’s position Try to determine facts Attempt resolution Build trust and rapport