Designed instructor presentation for use in sales training program

1. Creating Customer Success
Business Development Tactics & Skills
Sample
For illustration purposes
©2008 Innovis Consulting, LLC. All Rights Reserved.

2. Business Challenge
“One thing we’ve
discovered with certainty is
that anything we do that
makes the customer more
successful inevitably
results in a financial return
for us.”
--Jack Welch, GE
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3. Personal Commitments
Lock in Gains for the Time/Energy You Invest
• How will you use what you have learned?
• What business results will you get when
you use what you have learned?
• Do the results you expect to achieve
align with the company’s overall
objectives?
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4. EQ/IQ
Daniel Goleman’s model shows us the importance of achieving a
functional balance between Applied Intelligence Quotient (IQ) and
Emotional Quotient (EQ).
IQ
Effective
Value
Encounter
Critical Thinking
Communication Skills EQ
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5. First Belief
My underlying intent will open (or close)
my access to customers.
Anatomy Lesson: This is your customer’s brain…
This is your customer’s brain during a sales call.
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6. Keeping My Bearings
Observe/Assess
Be Understood Understand
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7. My Third Belief
Customer
Customer Sales person
Sales person
To make sure I 70%
70% 30%
30%
really
understand.
I balance
listening and
questioning.
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8. My Fourth Belief
My ego waits in the car.
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9. Ego Triggers
Passing judgment
Ethics under scrutiny
Shaking the core
Not seeing the big picture
Methods under
the microscope
Questioning the facts
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10. Ego Controllers
Passing judgment
Ethics under scrutiny
Shaking the core
Not seeing the big picture
Methods under Try to reach
the microscope agreement
at the next
Questioning the facts level
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11. Relationship Inventory
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12. Prioritizing Your Time & Energy
TIME AND
ENERGY
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13. Spell Out the Challenge
Problem: As Is Opportunity: Should Be
Issues Solution Results
Proof Proof
Effects Effects
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14. The Ripple Effect
• How does what we’ve been discussing affect other
“ departments?
• “What effects if any will what we do have on your
processes and systems?
• “What’s going on in the company that would
affect any actions you take?”
• “How does what we do here align with the
company’s strategic direction?”
• “Who else will be affected by ?
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15. Pain vs. Payoff
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16. Money
Would you say we’re within range?
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17. Price Trade-Offs
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