Copyright © CRKInteractive 2009. All rights reserved. 1 Establishing Credibility & Trust Your...

Copyright © CRKInteractive 2009. All rights reserved. 1

Establishing Credibility &

Trust

Your Facilitator:

Chapter 2


Strong Personal Relationships will overcome higher prices, product

disadvantages, and buyer uneasiness.

True or False?


Facts alone seldom result in a “customer for life” without

Establishing Credibility & Trust.

True or False?


Education, Training Previous Experience Product/Industry

Knowledge Work Teams, Projects Awards/Honors Civic or Professional

Organizations Hobbies - Interests

Toot Your Horn


1. Can I Trust You?2. Are You Committed?3. Do You Care About Me?

3 Un-Asked Questions


Do What’s Right Do Your Best Treat Others As They’d Like To Be

Treated

Answers to the Three Un-Asked Questions


1. Appearance2. Conduct3. Experience4. Association5. Knowledge

Major Components of Credibility


A skillful way of supporting another person that is not noticed

Helps Create an Agreeable Atmosphere

Reduces Tension

Pacing


Words, Phrases Speech Rate, Volume Observables, Moods, Feelings Opinions, Objections Body Language Past, Present, Future

What Can Be Paced?


Most Salespeople Are “Too Talkative”

Less Than 30% “Really Listen”

Over 80% “Waste Their Time”

Wall Street Journal Article – Study of 432 Corporate Buyers


Supporting Statements

Acknowledgments

Empathy Statements

Clarifications

Become a Better Listener By Providing Feedback


Being Too Judgmental

Explaining Too Early or Often

Sounding Challenging, Hostile or Insincere

Avoid:


Use Their Name Take Notes Maintain Good

Eye Contact Paraphrase Provide

Feedback

Listen Actively


Facts Important

Issues Needs Dreams

F.I.N.D. Interview System


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


In your opinion, why do your customers do business with you?

?A Good Open Ended Question


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?


“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


Three Business Issues:

1. Increasing the Customer Base

2. Retaining Existing Customers

3. Keeping Good People

Customer Focused Sales Interviews


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


What Is Their Personal Win? More time with the

family? Fewer hassles? More money? Recognition? Recreational

Activities?

Exploring Their Dreams


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


Gather Key Information/Facts

Prioritize 3 Key Issues, Needs and Goals

I.D. Personal Win/Dream

Goals of the F.I.N.D. Interview


PRICE

=VALUE

Keep Good People

Retain Customers

Increase Customer Base



TIME FRAME TIME FRAME FOR ACTIONFOR ACTION

TIME FRAME TIME FRAME FOR ACTIONFOR ACTION R.O.I.R.O.I.R.O.I.R.O.I.

AREARETHEYTHEY

COMMITTEDCOMMITTED

AREARETHEYTHEY

COMMITTEDCOMMITTED

DECISIONDECISIONMAKINGMAKING

PROCESSPROCESS

DECISIONDECISIONMAKINGMAKING

PROCESSPROCESS

Impact of Success, Failure of

Doing Nothing, The Professional and Personal

Win

F.I.N.D. Window of Opportunity


The Agent determines what constitutes “Value.”

Hit the target with an “Agent Focused” Solution



1. Category Summary2. Item Ratings3. Highest Rated Items4. Lowest Rated Items5. Summary Comments

Table of Contents


Category Summary


Item Ratings


Highest Rated Items


Lowest Rated Items


Summary Questions32. 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

Copyright © CRKInteractive 2009. All rights reserved. 1 Establishing Credibility & Trust Your...

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