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Understanding Client Needs & Delivering to Them Presented by Jonathan Nunn & Aidan Dye
Our Approach ,[object Object],[object Object],[object Object],[object Object],[object Object]
Northamptonshire Enterprise Limited
Sources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Knowledge of UKTI ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
‘ Ground Rules’ ,[object Object],[object Object],[object Object]
Introduce your colleague ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Ansoff’s Product Market Matrix Cross Selling New Opportunities Maximising Existing Opportunities Finding New Clients Clients Products Existing New New Present
What is selling?
Selling in not ,[object Object]
The Best Sales Man We Ever Had… ,[object Object],[object Object]
What is selling? Selling is controlling and influencing the whole of the decision making process, persuading the Client to come to a decision in their favour and yours.
What is selling? Selling is  controlling  and  influencing  the whole of the decision making  process ,  persuading  the Client to come to a decision in  their favour  and  yours .
UKTI Selling ,[object Object],[object Object],[object Object],[object Object]
What Type of Things Do UKTI Sell? ,[object Object],[object Object],[object Object],[object Object]
The Wonderful Paradox ,[object Object],[object Object],[object Object]
The UKTI Consultative ‘Sale’ is what is Commercially referred to as… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Sometimes People Don’t Know What They Need ,[object Object],[object Object],[object Object],[object Object]
The Buyer’s Motivation ,[object Object],[object Object]
Emotions vs Logic ,[object Object],[object Object],[object Object],[object Object]
People buy with their hearts and as well as their heads Fear, overcome problems, desire, greater health or happiness, make me look good, more money
Motivators for Buying UKTI Services
Features and Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object]
Using Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Benefit Fluency ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Developing Implications ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Developing Implications ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Features ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
A Consultative Selling Approach Knowledge of Problem Knowledge of Solution Low Hi Hi Most people start here Where we want to get to is here Our start point
[object Object],Pr = Problem (needs) P =  Pain I = Implications
A Consultative Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Results Area Find out the Pain, do they need advantages Unearth the implications and motivators
The Consultative Selling Two Phased Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. 1. Consult 2. Resolve
The Consultative Selling Two Phased Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. Pain & implications Motivators, Advantages or Benefits Solutions Present Benefits 1. Consult 2. Resolve
Considering all this our primary focus must be… ,[object Object],To sell John Brown, What John Brown buys, You’ve got to see things, Through John Brown’s eyes.
A Two Phased Approach ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Successful Selling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Magic Formulae ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
‘ Game plan’ Game Plan (questions) Implications of NOT resolving the problems: Problems: Benefits: Relevant Feature(s): Product:
3 Approaches to Conducting the Diagnosis
Definitions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Diagnostic – Client Views ,[object Object],[object Object],[object Object]
[object Object]
Our Unique Selling Points With UKTI On their own or with ‘a competitor’  Shared
What is your greatest USP? ,[object Object]
Developing USP’s ,[object Object],[object Object]
Structure of Sales meeting ,[object Object],[object Object]
Structure of Sales Meeting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Preparation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Setting Meeting Objectives ,[object Object],[object Object]
Continuations and Advances ,[object Object],[object Object],[object Object],[object Object],[object Object]
Continuations & Advances ,[object Object],[object Object],[object Object],[object Object]
Introducing UKTI ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Introducing UKTI ,[object Object],[object Object],[object Object],[object Object],[object Object]
Structure of Initial Sales Meeting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Structure of Initial Sales Meeting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Structure of Initial Sales Meeting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Summarising Present back and confirm the Client’s key concerns, problems, implications, requirements: “ You said….is that right?” “ Have I correctly understood that this is the problem that you would like to address?” “ Is there anything else I should know?” Conditional agreement: “If we could help you overcome this problem, would you be interested?”
‘Float’ Some Solutions ,[object Object],[object Object],[object Object],[object Object],[object Object]
Promise & War Stories ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Use Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Managing Expectations ,[object Object],[object Object],[object Object],[object Object]
Propose Next Steps ,[object Object],[object Object],[object Object]
Consultative Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. Situation, problems, implications Solutions Gameplan and effective communication 1. Consult 2. Resolve Preparation & meeting objectives Inspiring Introduction Float Solutions, Promise, War Stories & Next App.
 
Objections ,[object Object],[object Object],[object Object],[object Object],[object Object]
Objections ,[object Object],[object Object],[object Object],[object Object],[object Object]
Objections ,[object Object],[object Object]
Objections ,[object Object],[object Object]
Negotiation ‘Trading’ ,[object Object],[object Object],[object Object],[object Object],[object Object]
Negotiation Trading ,[object Object]
Action Planning
Review of Objectives
Close
You can’t tell us anything? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
And more ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Maximising  Client Relationships Presented by Jonathan Nunn & Aidan Dye
Northamptonshire Enterprise Limited
Sources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Knowledge of UKTI ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
‘ Ground Rules’ ,[object Object],[object Object],[object Object]
Introductions & Objectives ,[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Denis Ryan Abbey Life / Barclays Assurance ,[object Object],[object Object],[object Object],[object Object],Definition of Managing a Relationship
________ __________ __________ _______ __________
Components of the sale ,[object Object],[object Object],[object Object],[object Object],[object Object]
Financial Personality Conditions Product Motivation
P M F Type of   Product Our Product Emotional Logical Cost Price Financial rationale & justification Payments Budget Condition - fact ‘ afford it’ Total sale £ Value for money Objection – opinion ‘ worth it’ Confidence, desire, fear Features Benefits Support Differentiators  Needs and wants for Such a service (Conscious & unconscious)
PMF – which is missing? ,[object Object],[object Object],[object Object],[object Object]
Key Account Management
The Customer Perception Ladder ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Customer Perception Ladder ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Customer Perception Ladder ,[object Object],[object Object],[object Object],[object Object],[object Object]
Moving Up The Customer Perception Ladder ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Client Account Plans
Client Account Plans ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Account Plans – 7 Tips from the Best! ,[object Object],[object Object],[object Object],[object Object],[object Object]
The More Purchase Points the Better
Account Plans – 7 Tips from the Best! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
It is not necessary to write down my relationship goals.
RAS – Filter System ,[object Object],[object Object],[object Object]
Developing the Client Export Action Plan
What Makes for a Good Client Export Action Plan?
Action Planning ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ITP Export Action Plan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What Makes for a Good Client Action Plan ,[object Object],[object Object],[object Object]
SMART Objectives S pecific M easurable A chievable R elevant T ime-bound SMART A R S E A greed R esources S tretching E valuated
What Makes for a Good Client Action Plan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
“ Professionalism” ,[object Object]
Client Feedback on ‘Professionalism’ ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: UKTI Client Perception Study
The Secrets to Success Personal Skills Social Skills Self Awareness Self Control Motivation Empathy Social   Skills
Communication Skills
Three short tests!
 
Effective Communication ‘ I know you believe you  understand what you think I said - but I’m not so sure you  realise that what you heard is not what I meant!’
The Communication Code Words Tone Body Language 12% 28% 60% ------- 100%
Negative Body Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Positive Body Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object]
Questioning ,[object Object],[object Object],[object Object]
Open Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
% Listen Ratios Success Talk time (%) Hi Low Hi
You are not listening when: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
You are listening to me when: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Behaviours of Successful Communicators ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Argument Dilution
Behaviours of Successful Communicators ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
8 Tips for Relationship Meetings
At Every Subsequent Meeting 2. Reheat the Pie 1. Start by asking “Has anything changed?” 2. Reheat the P.I.
3. Presenting Solutions ,[object Object],[object Object],[object Object],[object Object],[object Object]
4. Talking Prices ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
5. How Does that Actually Work? ,[object Object],[object Object],[object Object],[object Object],[object Object]
6. Desire vs Cost Time Low Hi Desire Cost
Desire vs Cost Options ,[object Object],[object Object],[object Object],[object Object]
7. The Close ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
8. “Drive the Sales Process” ,[object Object],[object Object],[object Object],[object Object],[object Object]
8 Tips for Relationship Meetings ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
[object Object]
The ECHO Principles ,[object Object],[object Object],[object Object],[object Object]
Components of Gravitas Impact Influence Direction Appearance Experience Substance Inspiration Energy Follow Through Ownership Is It Right?
Components of Gravitas
Components of Gravitas Impact Influence Direction Appearance Experience Substance Inspiration Energy Follow Through Ownership Is It Right?
Action Planning
Review of Objectives
Close
 
Our 3 Ego States Parent Adult Child P A C Critical Supportive Rebellious child Adapted Free Logical, analytical, unemotional
Normal Transaction P A C P A C “ Good morning” “ Good morning”
Normal Transaction P A C P A C “ It’s 11.40” “ What’s the time?”
Normal Transaction P A C P A C “ Oh, I know it’s just terrible the way some people behave” “ Drivers like that should not be allowed on the road!”
Normal Transaction P A C P A C “ Yes, then we can live in it” “ Let’s build an enormous sand castle”
Normal Transaction P A C P A C “ Late again!” “ Sorry.  I’ll try not to do it again.”
Crossed Transaction P A C P A C “ Is it??” “ Good morning”
Crossed Transaction P A C P A C “ Time you got a watch!!” “ What’s the time?”
Crossed Transaction P A C P A C “ Drivers like that should not be allowed on the road!” “ We are all entitled to our own space.  It is an aspect of our society”
 
Finding More Quality Clients Presented by Jonathan Nunn & Aidan Dye.
Training Philosophy / Style ,[object Object],[object Object],[object Object],[object Object],[object Object]
Introduce your colleague ,[object Object],[object Object],[object Object]
Challenges In Finding Clients ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Northamptonshire Enterprise Limited
Sources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
‘ Ground Rules’ ,[object Object],[object Object],[object Object]
How will we survive? ,[object Object]
Who will you rescue? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Who will you rescue? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Our Belief System ,[object Object],[object Object],[object Object],[object Object],[object Object]
Assumptions ,[object Object],[object Object],[object Object]
Our Belief System ,[object Object],[object Object],[object Object],[object Object],[object Object]
Being More Successful ,[object Object],[object Object],[object Object]
To Get Better Results: ,[object Object],[object Object],[object Object],[object Object]
Ask Des! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Ask Des! ,[object Object],[object Object],[object Object],[object Object]
Ask Des! ,[object Object],[object Object],[object Object],[object Object],[object Object]
Client Feedback on Finding More Clients
How Might UKTI Be More Proactive In Identifying Potential Clients? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Source: UKTI Client Perception Studies
How Might UKTI Be More Proactive In Identifying Potential Clients? ,[object Object],[object Object],[object Object],[object Object],[object Object],Source: UKTI Client Perception Studies
Would You Recommend UKTI? ,[object Object],[object Object],[object Object],[object Object],Source: UKTI Client Perception Studies
Would You Use UKTI Again For Something Else?   ,[object Object],[object Object],[object Object],Source: UKTI Client Perception Studies
Picking Winners
Picking Winners! - What Do They  Look Like? ,[object Object]
Customer Profile Analysis – Identifying Target Customers Why Do They Use Them? (i.e. why do new Customers want to hear from me?) Which Of UKTI Services Do They Use? Who Are Our Best Contacts? (Role/Position) Who are Our Best Customers?  (Companies) Markets/Customers Where We’ve Had Some Success & There Is More Potential
Lead Sources  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Approaching Potential Clients
Networking & Exhibitions
Networking & Exhibitions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Do’s And Don’ts of Networking & Exhibitions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Do’s And Don’ts of Networking & Exhibitions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Introducing UKTI ,[object Object],[object Object],[object Object]
Exercise “Introducing UKTI” ,[object Object]
The ‘Elevator Speech’? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
7 Rules for a Powerful Introduction  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
“ Clients tell us they love dealing with UKTI because we understand the 3 ingredients that help boost their international sales.” (Ways to get to market, ways to save time and ways to save money)
What Questions Could You Ask that Would Get the Relationship Going?
Exhibitions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Exhibitions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Working With Introducers
Closing the Introducer Meeting ,[object Object],[object Object],[object Object],[object Object]
Closing the Introducer Meeting ,[object Object],[object Object],[object Object],[object Object]
Telephone Appointment Calling
Some DO’s of Appointment Calling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Some DON’Ts of Appointment Calling ,[object Object],[object Object],[object Object],[object Object],[object Object]
Cold Calling Template ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Getting Passed the Gatekeeper ,[object Object],[object Object],[object Object]
Getting Passed the ‘Gatekeeper’ You are unsure of your rights and your request may be questioned “ Please may I speak to Mr. Dye?” Your relationship is more distant and your request may be questioned “ Mr. Dye, please.” You are on first name terms and expect to be put through “ Aidan Dye please.” What it sounds like: What you say: When you know the persons name:
Cold Calling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cold Calling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Weekly Activity Plan Week Commencing…………………….. Prospecting Prospecting Prospecting Prospecting Prospecting Friday Thursday Wednesday Tuesday Monday After Tea After Lunch After Coffee When I get in
Why Prospects Never Call You Back
Leaving Voicemail Messages ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Action Planning
 
3 Powerful Ways to  Increase your Business
[object Object]
1. “Frog Kissing”  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
2. ‘Blitz Days’ ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
3. ‘Wolf Pack’ Hunting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Know Your Targets
Know Your Targets  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Know Your Targets  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Know Your Targets  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Make Time For Your Work
The Priority Matrix B  A   C high low high low importance urgency
The Priority Matrix Strategic Crisis Development  Critical Ditch   Distractions DND  Reactive high low high low importance urgency
The Priority Matrix Strategic   Crisis Development    Critical Ditch   Distractions DND   Reactive high low high low importance urgency 20% 80%
Managing Interruptions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Managing Interruptions ,[object Object],[object Object],[object Object],[object Object],[object Object]
Managing Your Time ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Float Some Solutions ,[object Object],[object Object],[object Object]
Promise & War Stories ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Review of Objectives
Close
 
Negotiation ‘Trading’ ,[object Object],[object Object],[object Object],[object Object],[object Object]
Negotiation Trading ,[object Object]
The 6 Essential Stages ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
8 Ineffective Listening Types ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Positive Language ,[object Object],[object Object],[object Object],[object Object],[object Object]
Cognitive Diss onance Vision Current Reality
Consultative Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. Situation, problems, implications Solutions Gameplan and effective communication 1. Consult 2. Resolve

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Advanced client relationship skills

  • 1.  
  • 2. Understanding Client Needs & Delivering to Them Presented by Jonathan Nunn & Aidan Dye
  • 3.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10. Ansoff’s Product Market Matrix Cross Selling New Opportunities Maximising Existing Opportunities Finding New Clients Clients Products Existing New New Present
  • 12.
  • 13.
  • 14. What is selling? Selling is controlling and influencing the whole of the decision making process, persuading the Client to come to a decision in their favour and yours.
  • 15. What is selling? Selling is controlling and influencing the whole of the decision making process , persuading the Client to come to a decision in their favour and yours .
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23. People buy with their hearts and as well as their heads Fear, overcome problems, desire, greater health or happiness, make me look good, more money
  • 24. Motivators for Buying UKTI Services
  • 25.
  • 26.
  • 27.
  • 28.
  • 29.
  • 30.
  • 31.
  • 32. A Consultative Selling Approach Knowledge of Problem Knowledge of Solution Low Hi Hi Most people start here Where we want to get to is here Our start point
  • 33.
  • 34. A Consultative Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Results Area Find out the Pain, do they need advantages Unearth the implications and motivators
  • 35. The Consultative Selling Two Phased Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. 1. Consult 2. Resolve
  • 36. The Consultative Selling Two Phased Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. Pain & implications Motivators, Advantages or Benefits Solutions Present Benefits 1. Consult 2. Resolve
  • 37.
  • 38.
  • 39.
  • 40.
  • 41. ‘ Game plan’ Game Plan (questions) Implications of NOT resolving the problems: Problems: Benefits: Relevant Feature(s): Product:
  • 42. 3 Approaches to Conducting the Diagnosis
  • 43.
  • 44.  
  • 45.
  • 46.
  • 47. Our Unique Selling Points With UKTI On their own or with ‘a competitor’ Shared
  • 48.
  • 49.
  • 50.
  • 51.
  • 52.
  • 53.
  • 54.
  • 55.
  • 56.
  • 57.
  • 58.
  • 59.
  • 60.
  • 61. Summarising Present back and confirm the Client’s key concerns, problems, implications, requirements: “ You said….is that right?” “ Have I correctly understood that this is the problem that you would like to address?” “ Is there anything else I should know?” Conditional agreement: “If we could help you overcome this problem, would you be interested?”
  • 62.
  • 63.
  • 64.
  • 65.
  • 66.
  • 67. Consultative Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. Situation, problems, implications Solutions Gameplan and effective communication 1. Consult 2. Resolve Preparation & meeting objectives Inspiring Introduction Float Solutions, Promise, War Stories & Next App.
  • 68.  
  • 69.
  • 70.
  • 71.
  • 72.
  • 73.
  • 74.
  • 77. Close
  • 78.
  • 79.
  • 80.  
  • 81. Maximising Client Relationships Presented by Jonathan Nunn & Aidan Dye
  • 83.
  • 84.
  • 85.
  • 86.
  • 87.
  • 88.
  • 89. ________ __________ __________ _______ __________
  • 90.
  • 91. Financial Personality Conditions Product Motivation
  • 92. P M F Type of Product Our Product Emotional Logical Cost Price Financial rationale & justification Payments Budget Condition - fact ‘ afford it’ Total sale £ Value for money Objection – opinion ‘ worth it’ Confidence, desire, fear Features Benefits Support Differentiators Needs and wants for Such a service (Conscious & unconscious)
  • 93.
  • 95.
  • 96.
  • 97.
  • 98.
  • 100.
  • 101.  
  • 102.
  • 103. The More Purchase Points the Better
  • 104.
  • 105. It is not necessary to write down my relationship goals.
  • 106.
  • 107. Developing the Client Export Action Plan
  • 108. What Makes for a Good Client Export Action Plan?
  • 109.
  • 110.
  • 111.
  • 112. SMART Objectives S pecific M easurable A chievable R elevant T ime-bound SMART A R S E A greed R esources S tretching E valuated
  • 113.
  • 114.
  • 115.
  • 116. The Secrets to Success Personal Skills Social Skills Self Awareness Self Control Motivation Empathy Social Skills
  • 119.  
  • 120. Effective Communication ‘ I know you believe you understand what you think I said - but I’m not so sure you realise that what you heard is not what I meant!’
  • 121. The Communication Code Words Tone Body Language 12% 28% 60% ------- 100%
  • 122.
  • 123.
  • 124.
  • 125.
  • 126.
  • 127. % Listen Ratios Success Talk time (%) Hi Low Hi
  • 128.
  • 129.
  • 130.
  • 132.
  • 133. 8 Tips for Relationship Meetings
  • 134. At Every Subsequent Meeting 2. Reheat the Pie 1. Start by asking “Has anything changed?” 2. Reheat the P.I.
  • 135.
  • 136.
  • 137.
  • 138. 6. Desire vs Cost Time Low Hi Desire Cost
  • 139.
  • 140.
  • 141.
  • 142.
  • 143.  
  • 144.
  • 145.
  • 146. Components of Gravitas Impact Influence Direction Appearance Experience Substance Inspiration Energy Follow Through Ownership Is It Right?
  • 148. Components of Gravitas Impact Influence Direction Appearance Experience Substance Inspiration Energy Follow Through Ownership Is It Right?
  • 151. Close
  • 152.  
  • 153. Our 3 Ego States Parent Adult Child P A C Critical Supportive Rebellious child Adapted Free Logical, analytical, unemotional
  • 154. Normal Transaction P A C P A C “ Good morning” “ Good morning”
  • 155. Normal Transaction P A C P A C “ It’s 11.40” “ What’s the time?”
  • 156. Normal Transaction P A C P A C “ Oh, I know it’s just terrible the way some people behave” “ Drivers like that should not be allowed on the road!”
  • 157. Normal Transaction P A C P A C “ Yes, then we can live in it” “ Let’s build an enormous sand castle”
  • 158. Normal Transaction P A C P A C “ Late again!” “ Sorry. I’ll try not to do it again.”
  • 159. Crossed Transaction P A C P A C “ Is it??” “ Good morning”
  • 160. Crossed Transaction P A C P A C “ Time you got a watch!!” “ What’s the time?”
  • 161. Crossed Transaction P A C P A C “ Drivers like that should not be allowed on the road!” “ We are all entitled to our own space. It is an aspect of our society”
  • 162.  
  • 163. Finding More Quality Clients Presented by Jonathan Nunn & Aidan Dye.
  • 164.
  • 165.
  • 166.
  • 167.
  • 169.
  • 170.
  • 171.
  • 172.
  • 173.
  • 174.
  • 175.
  • 176.
  • 177.
  • 178.
  • 179.
  • 180.
  • 181.
  • 182. Client Feedback on Finding More Clients
  • 183.
  • 184.
  • 185.
  • 186.
  • 188.
  • 189. Customer Profile Analysis – Identifying Target Customers Why Do They Use Them? (i.e. why do new Customers want to hear from me?) Which Of UKTI Services Do They Use? Who Are Our Best Contacts? (Role/Position) Who are Our Best Customers? (Companies) Markets/Customers Where We’ve Had Some Success & There Is More Potential
  • 190.
  • 193.
  • 194.
  • 195.
  • 196.
  • 197.
  • 198.
  • 199.
  • 200. “ Clients tell us they love dealing with UKTI because we understand the 3 ingredients that help boost their international sales.” (Ways to get to market, ways to save time and ways to save money)
  • 201. What Questions Could You Ask that Would Get the Relationship Going?
  • 202.
  • 203.
  • 205.
  • 206.
  • 208.
  • 209.
  • 210.
  • 211.
  • 212. Getting Passed the ‘Gatekeeper’ You are unsure of your rights and your request may be questioned “ Please may I speak to Mr. Dye?” Your relationship is more distant and your request may be questioned “ Mr. Dye, please.” You are on first name terms and expect to be put through “ Aidan Dye please.” What it sounds like: What you say: When you know the persons name:
  • 213.
  • 214.
  • 215.  
  • 216. Weekly Activity Plan Week Commencing…………………….. Prospecting Prospecting Prospecting Prospecting Prospecting Friday Thursday Wednesday Tuesday Monday After Tea After Lunch After Coffee When I get in
  • 217. Why Prospects Never Call You Back
  • 218.
  • 219.  
  • 221.  
  • 222. 3 Powerful Ways to Increase your Business
  • 223.
  • 224.
  • 225.
  • 226.
  • 228.
  • 229.
  • 230.
  • 231. Make Time For Your Work
  • 232. The Priority Matrix B A C high low high low importance urgency
  • 233. The Priority Matrix Strategic Crisis Development Critical Ditch Distractions DND Reactive high low high low importance urgency
  • 234. The Priority Matrix Strategic Crisis Development Critical Ditch Distractions DND Reactive high low high low importance urgency 20% 80%
  • 235.
  • 236.
  • 237.
  • 238.
  • 239.
  • 241. Close
  • 242.  
  • 243.
  • 244.
  • 245.
  • 246.
  • 247.
  • 248. Cognitive Diss onance Vision Current Reality
  • 249. Consultative Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. Situation, problems, implications Solutions Gameplan and effective communication 1. Consult 2. Resolve

Hinweis der Redaktion

  1. Confidentiality – ask you to agree, and give you our assurance of confidentiality
  2. Everything during the two days is towards maximising one or more boxes
  3. If there is a process – we better know what it is, maybe even dictate and direct it a bit Controlling and influencing are “Active” you can’t control and influence by being “Passive” It must be a Win-Win situation or outcome
  4. What are the fundamental, underlying motivators? Eg. save time, save money, open doors, avoid (expensive) mistakes, make a name for themselves,
  5. This is what you’ve seen before… now the advanced stuff
  6. Research confirms (Rackham/Huthwaites) that in major/complex sales, Clients are more motivated by the implications of problems
  7. Remember Lifeboat!!
  8. Remember Lifeboat!!
  9. Flip Chart Exercise
  10. Develop an introduction – page p54
  11. Develop an introduction – page p54
  12. What are the problems if you don’t?
  13. Remember Lifeboat!!
  14. Confidentiality – ask you to agree, and give you our assurance of confidentiality
  15. Success only comes from satisfying all 6 aspects (deliberately or accidentally)
  16. What industry is the “sales man” in? How could they move up a level?
  17. Don’t just say “add value”… say how you will add value!
  18. Don’t just say “add value”… say how you will add value!
  19. Jon
  20. Get them to shout it out
  21. Jon
  22. What are the fundamental, underlying motivators? Eg. save time, save money, open doors, avoid (expensive) mistakes, make a name for themselves,
  23. Research confirms (Rackham/Huthwaites) that in major/complex sales, Clients are more motivated by the implications of problems
  24. Aidan
  25. Confidentiality – ask you to agree, and give you our assurance of confidentiality
  26. Confidentiality – ask you to agree, and give you our assurance of confidentiality
  27. Nigel Hunt – p192
  28. Nigel Hunt – p192
  29. Nigel Hunt – p192
  30. Nigel Hunt – p192
  31. Shout out exercise or post it potes
  32. Develop an introduction – page p54
  33. Develop an introduction – page p54
  34. Develop an introduction – page p54
  35. Develop an introduction – page p54
  36. Develop an introduction – page p54
  37. Develop an introduction – page p54
  38. Nigel Hunt – p192
  39. Nigel Hunt – p192
  40. Nigel Hunt – p192
  41. Remember Lifeboat!!