Goal Setting Personal Mission Statement

Goal Setting Personal Mission Statement Vision

A vivid description of the future  Aims to unify  Guides decision making  Provides context  Is a motivating force for action  Connects to values
If you dont know where you are going any road will get you there

Goal Setting Personal Mission Statement

A Vision is grounded in values
Ambitious/Career minded Broadminded Capable Caring Cheerful/fun Courageous Dutiful Family focused Helpful Honest Imaginative Independent Logical Obedient Polite/courteous Respectful Responsible Self-controlled Selfless/puts others first Wealthy Health focused Environmentally conscious Spiritually focused

Goal Setting Personal Mission Statement

Personal Mission Statement
What are your most important values? What are your motivational needs? In what general area/career do you wish to work? What will be your most important product for which you want to be remembered? What kind of person do you want to be? In what sort of community do you want to live? With whom do you want to live? What words describe your ideal lifestyle?
The first person you should learn to lead

IS YOURSELF!
Warren Bennis

Goal Setting Personal Mission Statement

Motivations Money Recognition Desire to please Self satisfaction Sense of accomplishment Fear Physical needs What other things motivate you?

Goals Setting Personal Mission Statement

SMART Goals: S Specific M Measurable A Attainable or Achievable R Realistic T Time-bound
VISION WITHOUT IMPLEMENTATION

IS HALLUCINATION!

1) Goal Setting
Sub-divide Goals into manageable pieces
Easier to deal with smaller tasks Easier to track and reward Doesnt seem so overwhelming Reduces Procrastination

1) Goal Setting
What are your Goals in life?
Remember: Goals can Change through life Set realistic Goals

Divide Goals into Time Frames

Short term or Immediate Goals Medium term Goals Long term Goals

1) Goal Setting
Exercise #1: Write down a list of Goals and divide them into time frames.
Short term or Immediate Goals Medium term Goals Long term Goals

1) Goal Setting
Sub-divide Goals into manageable pieces
Easier to deal with smaller tasks Easier to track and reward Doesnt seem so overwhelming Reduces Procrastination

WHY PEOPLE DONT SET GOALS

Pessimism Fear of failure a lack of ambition Fear of rejection Procrastination Low self esteem Ignorance

THINKING A GOAL THROUGH

Skills required Knowledge Help Resources Impediments Can the plan be improved

POST GOAL SETTING PHASE

Remain focused Maintain positive attitude Avoid extra anxiety Accept inevitable with grace Balance time Do not lose perspective Do no quit

Action Programme
Commit to Personality Development & Resolve to Act Note what change in attitude is required ? Note habits needed to be changed. Have a friend who can tell you about your image. Study biographies of successful great people. Start each day with positive thoughts. Use positive sentences in your conversations. Take responsibility for both success and failure. Write down your short-term / long-term goals. Plan time table for each day. Do allocate time for activities related to long term goals everyday.

Action Programme
Make a plan for achieving your goals. Make a list of people, who can help you. Use affirmation and visualization technique to improve your mental power. Make efforts to improve your communication Understand others and improve relationships Persist and continue efforts as planned, dont quit. Learn to laugh at funny side of problems. If there is stress, understand reasons, take action. Work in the circle of influence. Once you achieve your goal, look for a higher goal.

MANAGING STRESS
Physical fitness A healthy diet Relaxation Short breaks during day Breathing Prepare and organize your work

If you are willing to work harder, longer, and more intensely and beyond the call of duty, you will become an effective leader.

Control

THE ICEBERG
HOW MUCH DO YOU SEE OF AN ICEBERG?

THE ICEBERG
ONLY 10 OF ANY ICEBERG IS VISIBLE. THE REMAINING 90% IS BELOW SEA LEVEL.

THE ICEBERG
VISIBLE ABOVE SEA LEVEL

10 %
SEA LEVEL

INVISIBLE BELOW SEA LEVEL

90 %

THE ICEBERG
The Iceberg phenomena is also applicable on human beings

THE ICEBERG
KNOWN TO OTHERS

KNOWLEDGE & SKILLS

SEA LEVEL

UNKNOWN TO OTHERS

ATTITUDE

THE ICEBERG
In other words,

THE ICEBERG
KNOWN TO OTHERS

BEHAVIOR
SEA LEVEL

UNKNOWN TO OTHERS

VALUES STANDARDS JUDGMENTS

ATTITUDE
MOTIVES ETHICS - BELIEFS

WHAT MAKES YOUR LIFE 100% ?

Let each letter of the alphabetic has a value equals to it sequence of the alphabetical order:
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 S K I L L S 19 11 9 12 12 19 K N O W L E D G E 11 14 15 23 12 5 4 7 5 H A R D 8 1 12 4 W O R K 23 15 18 11

= = = =

82 96 98 100

A T T I T U D E 1 20 20 9 20 21 4 5

THE CAN DO ATTITUDE

You CAN DO everything, but not all at once. You CAN DO everything, if its important enough for you to do. You CAN DO everything, but you may not be the best at everything. You CAN DO everything, but there will be limitations. You CAN DO everything, but youll need help.

BEST QUOTES ON POSITIVE ATTITUDE

A positive thought is the seed of a positive result. If you dont like something, change it. If you cant change it, change your attitude. Dont complain. The most significant change in a persons life is a change of attitude. Right attitudes produce right actions. If you really want to be happy, nobody can stop you.

BEST QUOTES ON POSITIVE ATTITUDE

Whether a glass if half-full or half-empty, depends on the attitude of the person looking at it. There is a better way for everything. Find it. A positive attitude is not a destination. It is a way of life. The difference between a successful person and others is not a lack of knowledge, but rather a lack of will.

BEST QUOTES ON POSITIVE ATTITUDE

The positive thinker sees the invisible, feels the intangible, and achieves the impossible. The man with confidence in himself gains the confidence of others. You will only go as far as you think you can go. The biggest mistake of all is to avoid situations in which you might make a mistake.

BEST QUOTES ON POSITIVE ATTITUDE

A positive attitude is like a magnet for positive results. Our life is a reflection of our attitudes. Positive attitudes create a chain reaction of positive thoughts. Attitude, not aptitude, determines your altitude. No man fails if he does his best.

BEST QUOTES ON POSITIVE ATTITUDE

Sooner or later, those who win are those who think they can. A creative attitude is the fuel of progress and growth. Either I will find a way, or I will make one. Be the change you want to see in this world. Forgive others and you will be forgiven.

Customer Service -- 101

Extraordinary businesses are those that do ordinary things extraordinarily well.

Lets Discuss
Who are customers? Your role why care? Being the best! How to keep em! How to lose em! Loyalty Facts Responsibility Additional Info

Who Are Customers?

Everyone at work with whom you interact are your customers Everyone who purchases or uses your activities, events, products and services are your customers Your supervisor, your manager, and all of your employees are your customers, too
You help achieve extraordinary customer service when you make each interaction one that is positive, effective, efficient,

Your Service Role Why Care?

Serving every customer well helps you, your program, and your organization stand out Providing good customer service is essential to:
your job security future job/career opportunities how you feel about what you do

Being The Best -- Everyday!

HIGHLY EFFECTIVE CUSTOMER SERVICE PEOPLE: Exceed customer expectations Find out how customers want to be treated Know the customer's needs are a priority Listen effectively to ensure they understand the customer Dont take complaints personally Look and act like a professional Keep learning Keep teaching Smile genuinely Respect the customer

How To Keep em! #1

1. Be professional. Maintain a neat appearance and keep your workspace clean, organized and tidy. 2. Make every customer feel welcome. Forget the problem behavior you may have just dealt with focus your energies on serving the current customer. 3. Always be courteous - manners matter. Treat customers the way you want to be treated as a customer. 4. Take each customer-problem seriously. When customers have a concern or a complaint, listen attentively and try to solve their problem yourself, and as quickly as possible. 5. Follow through! Do what you must to solve the problem. Not every problem can be resolved the way the customer wants, but that doesn't mean he/she should receive poor service.

How To Keep em! #2

6. Understand your customers needs and match those needs with correct solutions. 7. Know your organization and your activities, events, products and services. You will be better able to serve your customer, resolve problems, and direct them to another department, when needed. 8. Learn your lines. Take the time to master the technical and procedural ins and outs of your job. 9. Be a team player. Help those you work with. When a coworker is trying to help three people at once, pitch in. If the phone is ringing on someone else's desk, take the call. 10. Enjoy your work! Customer service is a demanding job. Find joy in the fact that you are helping people meet their needs.

How To Lose em!

SURE-FIRED WAYS TO DRIVE EM AWAY Ensure long waits Give em the "run-around" Answer with, "That's not my job", "I just do what they tell me ", "We can't do that", and "our policy " Bad-mouth your program, the organization or the competition Demonstrate your lack of product or service knowledge Be an "uncaring" customer service person Fail to follow-up Use the voice tone that says you dont care Confuse em with inconsistent body language
Dont do these!

Loyalty Facts! 1of 7

Did You Know?
Only 5% of customers who have had a problem will ever complain to management; although 45% tell front line employees Most customers just go away because they believe their complaints will not do any good For every complaint you hear, there are 26 additional customers with unresolved problems or complaints and 6 of these are serious You will never hear from these 26 again and they are the ones who could tell you how to make your business better
From the White House Office of Consumer Affairs, Washington, DC.

Loyalty Facts! 2of 7

Did You Know?
56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you A dissatisfied customer will tell 9-15 people about it. And approximately 13% of your dissatisfied customers will tell more than 20 people about their problem Your Program cannot possibly afford the advertising cost it would take to overcome this word-of-mouth, negative publicity
From the White House Office of Consumer Affairs, Washington, DC.

Loyalty Facts! 3of 7

Did You Know?
Happy customers who have their problems resolved will tell 4-6 people about their positive experience. You have to satisfy three to four, for every one that is dissatisfied with you. It's tough to work with a 4:1 ratio against you, which is why your customer satisfaction efforts are so important. Programs that provide extraordinary customer service can charge more, realize greater profits/participation, From the share, and will have customers who increase marketWhite House Office of Consumer Affairs, Washington, DC. willingly pay more for (or use) their products and

Loyalty Facts! 4of 7

Did You Know?
It costs five to six times as much to get a new (first time) customer as it does to keep a current one Customer loyalty can be worth up to 10 times as much as a single purchase The lifetime value of any single customer is worth more than the cost of returning their purchase price on a single item The rule of 10's: It costs up to $10,000 to get a new From the White House Office of Consumer Affairs, Washington, DC. customer; 10 seconds to lose him/her; and up to 10 years for the customer to get over whatever made

Loyalty Facts! 5of 7

Did You Know? It costs 6 times more to attract a new customer than it does to keep an old one Customer loyalty is, in most cases worth 10 times the price of a single purchase A typical business hears from only about 4% of its dissatisfied customers --- 96% just go away! and 91% will never come back! 13% of the people who have service problems tell 20 others It takes 12 positive service incidents to make up for one negative incidentRuby Newell-Legners Understanding Customers From 7 out of 10 customers will do business with you again if

Loyalty Facts! 6of 7

Did You Know? If you resolve a complaint on the spot, 95% will return and do business with you again On average, a satisfied complainer will tell 5 people about the problem and how it was satisfactorily resolved Of the customers who quit your business, 68% do so because of an attitude of indifference by the company or a specific individual Long term customers are usually more profitable. A From Ruby Newell-Legners Understanding Customers 5% increase in customers retention can boost profit by 25% to 125%

Loyalty Facts! 7of 7

Where Do They Go?
Where do customers/patrons go when they disappear? 1% Die 3% Move away 5% Float/seek alternatives or develop other business relationships or are influenced by friends 9% Are lured away by the competition 14% Are dissatisfied with the products/services/pricing 68% Are upset with the treatment they received..., or an attitude of indifference on the part of an From employee the White House Office of Consumer Affairs, Washington, DC.

Your Responsibility
Work as if you own the business. Take ownership of customer problems. Make sure problems get resolved. You may have to ask for help, but be responsible. Customers are tolerant when somebody is willing to follow up and make sure problems are handled. Serve! Always be the customers solution, never their problem!

Additional Info #1
Read about customer service Attend additional customer service training Attend training relevant to your job Learn about your programs activities, events, products and services Continuously develop your career

Additional Info #2
Attend the following training opportunities: Star Service: Achieving Extraordinary Customer Relations (AECR) Star Service: Coaching for Extraordinary Customer Service (CfES) Star Service: Keeping the Skills Alive (KSA) MWR Managers (MWR MGR) Leadership Skills for Managers (LSFM)

Thats All There Is To It

Suggestions and requests to:

Commander, Navy Installations Command Millington Detachment F&FR Training Branch, N947 Millington, TN 38055-6540 Com: (901) 874-6736 DSN: 882-6736 dave.hobson@navy.mil

Personal Selling Skills 558

Effective selling

3 basic sales approaches

Standard
Pat statements and refined sales pitch Good for rookies, uniform for mgmt No listening

Need Satisfaction
Lots of careful questions to find opportunity

Problem-Solution
Full analysis of customer needs

Always be prepared Before the Call

Know your product inside out. Be knowledgeable about this industry. Know your competition Know the basics of the customers needs. People in common. Believe in yourself, your company, and product or DONT be there.

The pre-call Plan

Always have a written plan
Flowers for receptionist, get 2 names, name impression

Always have a list of objectives for you/customer

Free product trial, competitors terms, secure lunch date

Always have a goal of learning something new about the customer

Equipment, ancillary products, 2nd tier suppliers Their go to market strategy and unique advantages

Always try to have an actionable item for you

Before intro
Read the sign in sheet. Always. Consider whether to write your name/company legibly or not. Extra effort with reception. Always. Never talk in car in lot, elevators, lobby, bathroom, etc. Review your written plan briefly. Look very relaxed in the lobby. (even if not)

First few minutes matter

Nonverbal visual cues
Your dress. Plan it. Look them in the eye and shake firmly. Smile broadly. Show personal enthusiasm in body language. Pace yourself by customerwatch them approach

The opener
Im Cliff Brooks, How are you? Nice looking kids. Ive got a few just about that age, pretty darn busy around our place. Hows your day so far? How goes the battle today? Got your name from Joethanks for seeing me. He thought this might make sense for us to get together Couldnt help seeing those tanks on the side of the buildingId bet you are pretty happy with those H&K 2 ton stainless auto top loaders?

Needs Discovery
After closing this is the key selling skill. Question and listen. Really listen
Whats not being said? What are they trying to say but cant Whats the real need?

Sometimes the needs are just those of the buyer, and not actual. You understand!

Questions
Open probes
How are the new regulations from OSHA hurting your business? or OSHAs sure got our industry in a bind right now. You guys seem to be doing so well how are you doing it?

Closed Probes
Is delivery a problem for you?
Or

Given the shortage of trucking with the strike could our dedicated fleet of company owned delivery trucks help with those delivery delays? Would extended payment terms help?

Concerns/Objections
Typically a natural part of any call An opportunity for more dialogue Helps both parties in buying process.
this is a buying process

Customer indifference is the killer not active objections

Handling Objections
Listen Agree/restate without prejudice Get clear about the real issue Discuss solutions Ask for a commitment

Closing
Trial closes might uncover more issues/needs
Is this what you had in mind? Would this do the job for you? How does this look?

If still no
What specifically doesnt seem as though it meets your needs?

Look for buying cues

Nonverbal yess Sounds good Focus on delivery and terms in discussion Timelines Pulling out PO forms Looking up stock/inventory

Close
Alternative close
Which would you prefer the single case or pallet quantity?

Summary close
With the 10% gain in factory efficiency and unique new volume price program lets get this on the books. When would you like delivery?

Post Sale
Service, service, service. Know your companys ability Dont ever oversell Call and write. Creative thanks. Visit again soon after product delivery.