1. CAMP 4:4:3 Power Session 2: Customer Service Selling

2. Power Session 2 Slide 2 Customer Service Selling Introduction So are you going to think big or small? Are you going to think limits or no limits? – Millionaire Real Estate Agent 37

3. Power Session 2 Slide 3 Customer Service Selling Introduction Objectives 1)Identify the Successful Selling Zone 2)Review the six steps of Customer Service Selling 3)Review what you’ve learned about Customer Service Selling 37

4. Power Session 2 Slide 4 Customer Service Selling CAMP Map 38

5. Power Session 2 Slide 5 Customer Service Selling The Successful Selling Zone Exercise Successful Sales Directions: 1.Break into pairs. 2.Think about a time when you had a great buying experience with a salesperson. Why was that experience so positive? What did the salesperson do that worked for you? Jot down your ideas. 3.Now, think about a time when you had a bad buying experience. Why was that experience so negative? What did the salesperson do that turned you off? Jot down your ideas. 4.Share with the class. Time:10 minutes 39

6. Power Session 2 Slide 6 Customer Service Selling The Successful Selling Zone 40 ASKING PROACTIVE PASSIVE TELLING

7. Power Session 2 Slide 7 Customer Service Selling The Successful Selling Zone Pro-Activity/Passivity Asking/Telling The Balance 41

8. Power Session 2 Slide 8 Customer Service Selling Customer Service Selling – The Six Steps Short-term objective: arrive at one of three major closing points Long-term objective: develop and nurture a lasting relationship with the customer. 42

9. Power Session 2 Slide 9 Customer Service Selling Customer Service Selling – The Six Steps 43

10. Power Session 2 Slide 10 Customer Service Selling 1. Prepare Your Goals Your goals in the Prepare step are to establish and internalize your mindset for success and create a game plan for taking action. 44

11. Power Session 2 Slide 11 Customer Service Selling 1. Prepare 44 How to Achieve Your Goals The Mindset Success-Oriented Action-Oriented Results-Oriented Customer Service-Oriented

12. Power Session 2 Slide 12 Customer Service Selling 1. Prepare Exercise The Prepare Step Directions: 1.Decide what your “perfect home” would be. Review the descriptions of the six properties. 2.Prepare for the sales process with your partner. Time:5 minutes 45- 47

13. Power Session 2 Slide 13 Customer Service Selling 2. Connect Your Goal Your goal in the Connect Step is to approach an individual in a way that builds rapport and trust. How to Achieve Your Goal 48 The C’s Curiosity + Commonality + Communication = Connection *

14. Power Session 2 Slide 14 Customer Service Selling Curiosity 1.Stay in Curiosity and Out of Judgment. 2.Break the Ice with FORD. Family & Friends Occupation Recreation Dreams 2. Connect 49

15. Power Session 2 Slide 15 Customer Service Selling 2. Connect Commonality 1.Dig Deeper. 2.Focus on Commonality, Not Selling. 50

16. Power Session 2 Slide 16 Customer Service Selling 2. Connect Communication 1. Listen and Observe. 2. Acknowledge You Understand. 3. Adapt Your Style. 51- 52 Two Types of People Relationship-Oriented Task-Oriented

17. Power Session 2 Slide 17 Customer Service Selling 2. Connect Connection Once a connection is established, it can always be strengthened—it’s an ongoing process. 53

18. Power Session 2 Slide 18 Customer Service Selling 2. Connect Exercise The Connect Step Directions: 1.Pick a partner (preferably someone you do not know). 2.Strike up a conversation with your partner using the skills you learned to connect. 3.Complete the self-check to assess your connection skills. Time:10 minutes 53- 54

19. Power Session 2 Slide 19 Customer Service Selling 3. Consult Your Goal Your goal in the consult step is to identify the needs, wants, and values of your customer so you can deliver exceptional service. 55 Truth Great salespeople ask great questions.

20. Power Session 2 Slide 20 Customer Service Selling 3. Consult How to Achieve Your Goal Identify… Wants Needs Values 56

21. Power Session 2 Slide 21 Customer Service Selling 3. Consult Discovering Wants, Needs and Values 57

22. Power Session 2 Slide 22 Customer Service Selling 3. Consult What about ____ is important to you? 58

23. Power Session 2 Slide 23 Customer Service Selling 3. Consult 59

24. Power Session 2 Slide 24 Customer Service Selling 3. Consult Exercise The Consult Step Directions: 1.Question your partner to uncover what they are looking for in a candy bar. 2.Make notes on your assessments of their wants, needs, and values. Choose the property that you feel will best suit them. Keep your choice a secret!! Time:10 minutes 60

25. Power Session 2 Slide 25 Customer Service Selling 4. Present Your Goals Your goals in the present step are to first validate to the customer who you are and what you can do and then demonstrate how what you can do is of benefit to them. 61

26. Power Session 2 Slide 26 Customer Service Selling 4. Present How to Achieve Your Goals Features vs. Benefits 62 Truth Customers don’t care about what you can do; they care about what you can do for them.

27. Power Session 2 Slide 27 Customer Service Selling 4. Present The 1-YOU Principle 62 I-YOU Principle Any time you make an “I” statement, follow it with a “YOU” statement.

28. Power Session 2 Slide 28 Customer Service Selling 4. Present Exercise The Present Step Directions: 1.Create a list of the most relevant benefits of the home you picked for your partner. 2.Without saying the name of the property you picked, present its benefits to your partner. Time: 15 minutes 63- 64

29. Power Session 2 Slide 29 Customer Service Selling 5. Agree Your Goals Your goals in the agree step are to identify and agree on solutions that meet your customer’s needs, set mutual expectations about how you both will conduct business, and make a commitment to work together. 65

30. Power Session 2 Slide 30 Customer Service Selling 5. Agree How to Achieve Your Goals 65 Four Steps to an Agreement 1.Identify Solutions 2.Check Customer Commitment 3.Set Mutual Expectations 4.Ask for the Order

31. Power Session 2 Slide 31 Customer Service Selling 5. Agree 1. Identify Solutions Identify the issues again and then identify possible solutions to resolve these issues. 2. Check for Customer Commitment Use trial closes to protect the trust bond. 66 What other questions or concerns would you like to discuss? Are there any other services you need? What do you still need me to explain?

32. Power Session 2 Slide 32 Customer Service Selling 5. Agree 3. Set Mutual Expectations Once you have agreed that your service is the solution to meet the customer’s goals, identify what you need from each other to promote a successful working relationship. 4. Ask for the Order To ask for the order—just ASK! 67

33. Power Session 2 Slide 33 Customer Service Selling 5. Agree Exercise The Agree Step 1.Explain to your partner why you feel the property you picked is their perfect solution. 2.Use trial closing questions. 3.Make sure you are clear about what your partner expects. 4.Finally, ask for the order—reveal the property and ask whether this is the property they’d like to own. If they say yes, you’ve made the sale! Time:10 minutes 68

34. Power Session 2 Slide 34 Customer Service Selling 6. Serve Your Goals Your goals in the Serve step are to regularly communicate with the customer and deliver the expected results. 69 Truth Great customer service is not enough. You must also deliver results.

35. Power Session 2 Slide 35 Customer Service Selling 6. Serve 70- 71 SUPER Service SUPER Service: Sincerity – Search for the win-win. Understanding – Focus on needs, wants, and values. Predictability – Deliver what is promised and expected. Exceptionality – Provide the extraordinary and uncommon. Responsiveness – Respond quickly and reliably.

36. Power Session 2 Slide 36 Customer Service Selling 6. Serve Exercise The Serve Step Directions: 1.Assess whether the property you picked for your partner is what they wanted. 2.If the property is not what they were hoping for, see if you can rectify their disappointment. Time: 10 minutes 72

37. Power Session 2 Slide 37 Customer Service Selling Review of Customer Service Selling 73- 74 Let’s recap the six steps of Customer Service Selling.

38. Power Session 2 Slide 38 Customer Service Selling Summary 75 This chart compares the KWR Customer Service Selling Model to other industry models.

39. Power Session 2 Slide 39 Customer Service Selling Assignments Power Session Assignments 1.Review the list of people you know that you generated after the last Power Session. Add any additional people you have thought of or met. 2.Observe the sales process in action. Go to a store, car dealership, etc. and take notice of the sales process they use. Compare it to the six steps of Customer Service Selling. Be prepared to discuss your observations during the next Power Session. 76

40. Power Session 2 Slide 40 Customer Service Selling Assignments Ongoing Assignments 1.Implement 10:5:15:5 TODAY! a)Collect 10 business cards. b)Make 5 phone calls. c)Send 15 notes or letters. d)Preview 5 homes. Review the job aid Achieving 10:5:15:5 Daily and Know Your Inventory for ideas on how to accomplish this. 2.Review the Support Team Worksheet in your Tool Kit. Fill in any new people you have identified. Think about how you will locate the other individuals. 76

41. Power Session 2 Slide 41 Customer Service Selling Assignments Something to think about… How will Customer Service Selling affect your real estate business practices? 76

42. Power Session 2 Slide 42 Customer Service Selling We have talked about… 1)The Successful Selling Zone 2)The six steps of Customer Service Selling sum