1. Copyright © CRKInteractive 2009. All rights reserved. 1 Establishing Credibility & Trust Your Facilitator: Chapter 2

2. Copyright © CRKInteractive 2009. All rights reserved. 2 Strong Personal Relationships will overcome higher prices, product disadvantages, and buyer uneasiness. True or False?

3. Copyright © CRKInteractive 2009. All rights reserved. 3 Facts alone seldom result in a “customer for life” without Establishing Credibility & Trust. True or False?

4. Copyright © CRKInteractive 2009. All rights reserved. 4  Education, Training  Previous Experience  Product/Industry Knowledge  Work Teams, Projects  Awards/Honors  Civic or Professional Organizations  Hobbies - Interests Toot Your Horn

5. Copyright © CRKInteractive 2009. All rights reserved. 5 1.Can I Trust You? 2.Are You Committed? 3.Do You Care About Me? 3 Un-Asked Questions

6. Copyright © CRKInteractive 2009. All rights reserved. 6  Do What’s Right  Do Your Best  Treat Others As They’d Like To Be Treated Answers to the Three Un-Asked Questions

7. Copyright © CRKInteractive 2009. All rights reserved. 7 1.Appearance 2.Conduct 3.Experience 4.Association 5.Knowledge Major Components of Credibility

8. Copyright © CRKInteractive 2009. All rights reserved. 8  A skillful way of supporting another person that is not noticed  Helps Create an Agreeable Atmosphere  Reduces Tension Pacing

9. Copyright © CRKInteractive 2009. All rights reserved. 9  Words, Phrases  Speech Rate, Volume  Observables, Moods, Feelings  Opinions, Objections  Body Language  Past, Present, Future What Can Be Paced?

10. Copyright © CRKInteractive 2009. All rights reserved. 10  Most Salespeople Are “Too Talkative”  Less Than 30% “Really Listen”  Over 80% “Waste Their Time” Wall Street Journal Article – Study of 432 Corporate Buyers

11. Copyright © CRKInteractive 2009. All rights reserved. 11  Supporting Statements  Acknowledgments  Empathy Statements  Clarifications Become a Better Listener By Providing Feedback

12. Copyright © CRKInteractive 2009. All rights reserved. 12  Being Too Judgmental  Explaining Too Early or Often  Sounding Challenging, Hostile or Insincere Avoid:

13. Copyright © CRKInteractive 2009. All rights reserved. 13  Use Their Name  Take Notes  Maintain Good Eye Contact  Paraphrase  Provide Feedback Listen Actively

14. Copyright © CRKInteractive 2009. All rights reserved. 14  Facts  Important Issues  Needs  Dreams F.I.N.D. Interview System

15. Copyright © CRKInteractive 2009. All rights reserved. 15  Confirm The Amount of Time  State Your Objectives  Ask Good Open Ended Questions  Listen More than You Speak Beginning the F.I.N.D. Interview

16. Copyright © CRKInteractive 2009. All rights reserved. 16 In your opinion, why do your customers do business with you? ? A Good Open Ended Question

17. Copyright © CRKInteractive 2009. All rights reserved. 17  No wrong answer (“in your opinion”).  Gets Agent to open up.  Provides insight into what they value.  Gives you essential clues about the issues Agent thinks are vital. Why Is This a Good Question?

18. Copyright © CRKInteractive 2009. All rights reserved. 18  “Seed” the Conversation with 3 Business Issues  Identify - Rank - Explore 3 Issues  Quantify the Importance & Implication of Success or Failure to Achieve  Avoid the “Oooh! - Oooh!” Factor (launching into an immediate solution)  Resist the temptation to start presenting! Uncovering Important Issues

19. Copyright © CRKInteractive 2009. All rights reserved. 19 Three Business Issues: 1.Increasing the Customer Base 2.Retaining Existing Customers 3.Keeping Good People Customer Focused Sales Interviews

20. Copyright © CRKInteractive 2009. All rights reserved. 20 Ask Open Ended Questions to:  Uncover Problem Areas  I.D. Needed Benefits  Find out what they may not be doing to develop their potential or the success of their operation  Time Table for Action Identifying Their Needs

21. Copyright © CRKInteractive 2009. All rights reserved. 21 What Is Their Personal Win? More time with the family? Fewer hassles? More money? Recognition? Recreational Activities? Exploring Their Dreams

22. Copyright © CRKInteractive 2009. All rights reserved. 22  Analyze how you can provide needed benefits  You may need to think about what you’ve just learned In that case, make a follow-up appointment  If the time is right, make your recommendations.  Include your coaching  Paint Word Pictures  Talk About Similar Situations Tying It All Together

23. Copyright © CRKInteractive 2009. All rights reserved. 23  Gather Key Information/Facts  Prioritize 3 Key Issues, Needs and Goals  I.D. Personal Win/Dream Goals of the F.I.N.D. Interview

24. Copyright © CRKInteractive 2009. All rights reserved. 24 PRICEPRICE = VALUEVALUE Keep Good People Retain Customers Increase Customer Base Customer Focused Sales Interviews

25. Copyright © CRKInteractive 2009. All rights reserved. 25 TIME FRAME FOR ACTION TIME FRAME FOR ACTION R.O.I.R.O.I. ARETHEYCOMMITTEDARETHEYCOMMITTEDDECISIONMAKINGPROCESSDECISIONMAKINGPROCESS Impact of Success, Failure of Doing Nothing, The Professional and Personal Win F.I.N.D. Window of Opportunity

26. Copyright © CRKInteractive 2009. All rights reserved. 26  The Agent determines what constitutes “Value.”  Hit the target with an “Agent Focused” Solution Customer Focused Sales Interviews

27. Copyright © CRKInteractive 2009. All rights reserved. 27 1.Category Summary 2.Item Ratings 3.Highest Rated Items 4.Lowest Rated Items 5.Summary Comments Table of Contents

28. Copyright © CRKInteractive 2009. All rights reserved. 28 Category Summary

29. Copyright © CRKInteractive 2009. All rights reserved. 29 Item Ratings

30. Copyright © CRKInteractive 2009. All rights reserved. 30 Highest Rated Items

31. Copyright © CRKInteractive 2009. All rights reserved. 31 Lowest Rated Items

32. Copyright © CRKInteractive 2009. All rights reserved. 32 Summary Questions 32.What is this person’s most outstanding attribute? -Self: Friendly, willingness to engage others, relationship building -Ability to connect on personal level with others 33.What do you believe should be this person’s top priority for further development? -Self: Time Management -Strategic Thinking 34.Add any final comments you think would be helpful. -Wonderful to work with -Energy and enthusiasm is contagious