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SalesChannel Europe
If you do what you have always done You will get what you have always had
2008 SalesChannel Europe SARL. All rights reserved 2
SalesChannel Europe
COMMUNICATION
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Communicate
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LISTENING
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4 Levels of Listening:
To Confirm Selectively Politeness To Learn
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Keep asking questions Ask a lot of questions Shut up and listen Gentile follow-up questions Clarify ambiguity Summarise what you have understood Earn the right to ask PAIN questions When you need help ask for it
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Listen!
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SalesChannel Europe
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Speak in
Technicolor
2008 SalesChannel Europe SARL. All rights reserved 18
Must have conviction: People make decision based on emotion and justify with rational reasons Must give them both emotional reasons and rational arguments
The height of your accomplishments will equal the depth of your convictions. - William F. Scolavino
2008 SalesChannel Europe SARL. All rights reserved 19
LEADING CHANGE
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MOTIVATIONAL DRIVERS
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SalesChannel Europe
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SalesChannel Europe
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Positive
Positive Present
Positive Future
Sustain
Negative Present
Attain
Negative Future
Negative
Change
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Avoid
Present
2008 SalesChannel Europe SARL. All rights reserved
Future
25
SalesChannel Europe
Facts, data & information white snow: pure, cold hard facts
Green Questions
Desired situation future state Grass, trees, growth, can become Obstacles important, powerful Dark, night time, cant see in the dark. Turn on the light to see what stands between current situation and desired situation. Feelings fire, explosive color, highly emotional If Stan doesnt do something he wont be able to get there by himself. Stan needs to talk to you.
Black Questions
Red Questions
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SalesChannel Europe
No one cares how much you know, until they know how much you care.
Ralph Waldo Emerson
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Behaviours
Our Habits
Invisible
Emotions
What We Feel
Thinking
What We Think
Detailed
2008 SalesChannel Europe SARL. All rights reserved
Asking vs Telling
Ask Tell Quadrants
Ask
SalesChannel Europe
Problem
Solution
Tell
2008 SalesChannel Europe SARL. All rights reserved
Questions?
SalesChannel Europe
SalesChannel Europe
QUESTIONING MINDSET
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Uncover needs
Rational Emotional
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Questions
SalesChannel Europe
Was
Were
When
Why How Tell me about Give me an example Describe for me. Give me a wish list
Have
Has Will Do Does Can Would
Please explain to me
Could
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Broad Needs
Specific Needs
Leverage Questions
CURIOSITY
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1. Facts
2. Opinions 3. Feelings
*Source: Based on Diagnostic Selling from the book Exceptional Selling by Jeff Thull, John Wiley & Sons Inc. 2006
3 - Level Questioning
SalesChannel Europe
Question Area 1
1. 2. 3. 1.
Question Area 2
1. 2. 3.
Question Area 3
2. 3.
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SalesChannel Europe
Tell me a fact and I believe. Tell me a truth and I learn. Tell me a story and it will live in my heart forever.
Mark Twain
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CREDIBLE
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IN CREDIBLE
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Six Principles:
S U C C E S Simple Unexpected Concrete Credible Emotions Stories
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CREATE Insights
SalesChannel Europe
The Brain
2008 SalesChannel Europe SARL. All rights reserved 52
SalesChannel Europe