1. The CallSource Prime Solution #5: Design

2. Our call is being recorded...

3. Today’s Agenda Your week in review Secret seven + 2 Design, Part 2 For next week...

4. Your Your week in review...

5. Secret Seven + 2 1. “How are you monitoring the effectiveness of your team’s phone skills?” 2. “What is your (employee/customer) retention rate right now? What are you doing to improve it?” 3. “Would you please tell me how you are providing training to your team?”

6. 4. “When was your last fair housing class?” “Were you pleased with the results?” 5. “How quickly are you able to train your employees?” “How are you giving your new employees the training they need before they deal with your customers” 6. “How are you monitoring and evaluating the effectiveness of your advertising and marketing?” “How is that working for you?”

7. 7. “Please tell me about your budget process – when do you start your budgets and when are they typically approved?” 8. “Would you please share your thoughts about who your competitors are and your strategy for dealing with them” 9. “How would you describe your corporate culture?” “What trends are you following, and do any of them keep you up at night?”

8. “Selling is not just about managing viable solutions to the customers that require them. It is equally about managing the change process the customer will need to go through to implement the solution and achieve the value promised by the solution...

9. One of the key differentiators of our position in the market is that attention to managing change and making change stick in our customers’ organizations.” Jeff Thull

10. No Mind Reading! Clarify all “Fat” and “Loaded” words! ReliabilityReliability QualityQuality EasyEasy SoonSoon ValuableValuable Support Support

11. In Diagnose, we work together to determine the cost of the problem In Design, we work together to determine the value of the solution

12. Return on Solution – Cost of Problem = Value ROS – COP = V Value x Customers expected return on investment (ROI) = Investment

13. Design Phase Goals Establish expectations about solution outcomes.Establish expectations about solution outcomes. Determine the methods and alternatives for obtaining those outcomes.Determine the methods and alternatives for obtaining those outcomes. Specify investment levels and implementation timing.Specify investment levels and implementation timing. Define criteria that will govern buying decisions.Define criteria that will govern buying decisions. Build consensus and confirmation among the cast of characters.Build consensus and confirmation among the cast of characters. Minimize risk of change to customer.Minimize risk of change to customer.

14. Design – 3 Risks Process riskProcess risk Implementation & operation Implementation & operation Performance riskPerformance risk Outcomes produced Outcomes produced Personal riskPersonal risk Is it working? Is it working?

15. What does the desired state look like?What does the desired state look like? Ask questions to generate more detail about the outcome.Ask questions to generate more detail about the outcome.

16. Establish a specific definition of the elements of the outcomes and establish an exact figure.Establish a specific definition of the elements of the outcomes and establish an exact figure. Ensure that the customer’s expectations are realistic and attainable.Ensure that the customer’s expectations are realistic and attainable.

17. Design – 3 Pitfalls Premature PresentationPremature Presentation Unpaid ConsultingUnpaid Consulting Creeping EleganceCreeping Elegance

18. Timing ImplementationImplementation MeasurementMeasurement Problem SolvedProblem Solved

19. Decision Criteria Decision criteriaDecision criteria FeaturesFeatures SituationsSituations CapabilitiesCapabilities Material specificationsMaterial specifications Questions to askQuestions to ask Discussion DocumentDiscussion Document

20. Next class: 4/17/06 Read pages 179 - 194 of The Prime Solution. Read pages 147 – 183 of Mastering the Complex Sale. TWO DIAGNOSTIC QUESTIONS!