Workbook August 14.pages
s s a l c r e t s Ma sful Sales !
s e c c u y s 7S a E e d a M Skills
Name: Mobile: Date:
Masterclass ! les Skills l u 7 Successf Sa
1
The Buying Decision
Notes
The Customer Value Hierarchy
1. _______________
2. _______________
The requirements just to be in business. A hardware store would require a clean, suitable location, properly fitted out with the correct equipment, stock and staff.
What your customers regard as normal in your industry. A hardware store would be expected to have a wide range of brand name merchandise at attractive prices and knowledgeable staff.
3. _______________
4. _______________
Added value features that the customer is aware of and would like you to have. But, has little expectation of receiving them. This level is to show how you can out perform and differentiate between you and your customers.
Added value features that surpass the reasonable expectations and desires of the customer. This is about going above and beyond what’s expected.
What Is This Within Your Business?
1. _____________
2. _____________
3. _____________
4. _____________
5 x Buying Decision Triangle To increase the chances of a sale, you need to understand and follow EXACTLY the 5 x Buying Decision in order from 1 - 5. Decisions are said to almost always occur in the following psychological order.
!
1. _______________
2. _____________
3. _____________
4. _____________
5. _____________
EXERCISE: How To Make a GOOD First Impression List the 11 steps below
1. _________________________________________ 2. _________________________________________ 3. _________________________________________ 4. _________________________________________ 5. _________________________________________ 6. _________________________________________ 7. _________________________________________ 8. _________________________________________ 9. _________________________________________ 10. _________________________________________ 11. _________________________________________
EXERCISE: How To Make a GOOD First Impression Notes:
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
2
Influential Language
Notes
5.______________
9.______________
4.______________
8.______________
1.______________
Use the boxes below to list and describe the RIGHT body language
10._____________
6.______________
2.______________
EXERCISE: 11 Ways to create the RIGHT Body Language
11._____________
7.______________
3.______________
5.______________
9.______________
4.______________
8.______________
1.______________
Use the boxes below to list and describe the WRONG body language.
10._____________
6.______________
2.______________
EXERCISE: 11 Ways to create the WRONG Body Language
11._____________
7.______________
3.______________
TONE: It’s not WHAT you Say, its HOW you say it. VERBAL MIRRORING: Notes
PACE: Notes
Notes
DODGY DOUBTFUL WORDS:
! !
NEGATIVE WORDS:
! !
Use the boxes below to list some examples of ‘Negative’, ‘Dodgy Doubtful’ and ‘Positive words.
EXERCISE: Using Positive Language - Your Words
POSITIVE WORDS:
EXERCISE: Using Positive Language Revise the example sentences from using negative language to a more positive response. It won’t be possible to book this job in for at least another three weeks.
I don’t know anything about this part of the job, but Carolyn in accounts might be able to help you. Would you like me to put you through to her?
You’d better pay your bill in full as soon as possible, or we will have to send it to our debt collector.
The Secret Weapon For Influential Power 1.____________________________ Notes:
2.____________________________ Notes:
Persuading and Influencing In Three Steps. How to persuade and influence people using a three step approach 1. I____________________
! ! !
2. P____________________
! ! !
3. B____________________
EXERCISE: Persuading and Influencing In Three Steps. In the box below, write your own example of how you could persuade and influence using the three step approach as outlined above.
1. I____________________
! ! ! ! !
2. P____________________
! ! ! ! !
3. B____________________
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
3
Managing Personalities
Notes
DISC PROFILE: Understanding the benefits of different personality types, and knowing your own communication style.
D C
DISC PROFILE: Understanding the benefits of different personality types, and knowing your own communication style.
I S
Notes
Notes
4 Step Approach To Dealing With Difficult People Dealing with a difficult customer can be tricky, but using the 4 step approach with ensure you handle things professionally. H____________________
!
E____________________ & E____________________
4 Step Approach To Dealing With Difficult People continued….
L____________________
!
P_____________________ & P_____________________
Above & Beyond - 3 Extra Steps Going above and beyond and ensuring you turn your difficult customer into a lifelong client. A____________________
!
F____________________
!
F____________________
!
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
4
Tony Gattari
Notes
Notes
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
5
Tony Gattari
Notes
Notes
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
6
Tony Gattari
Notes
Notes
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
7
Tony Gattari
Notes
Notes
Notes
Takeaways
Action Steps
Backburners
s e c c u y s 7S a E e d a M Skills
Name: Mobile: Date:
Masterclass ! les Skills l u 7 Successf Sa
1
The Buying Decision
Notes
The Customer Value Hierarchy
1. _______________
2. _______________
The requirements just to be in business. A hardware store would require a clean, suitable location, properly fitted out with the correct equipment, stock and staff.
What your customers regard as normal in your industry. A hardware store would be expected to have a wide range of brand name merchandise at attractive prices and knowledgeable staff.
3. _______________
4. _______________
Added value features that the customer is aware of and would like you to have. But, has little expectation of receiving them. This level is to show how you can out perform and differentiate between you and your customers.
Added value features that surpass the reasonable expectations and desires of the customer. This is about going above and beyond what’s expected.
What Is This Within Your Business?
1. _____________
2. _____________
3. _____________
4. _____________
5 x Buying Decision Triangle To increase the chances of a sale, you need to understand and follow EXACTLY the 5 x Buying Decision in order from 1 - 5. Decisions are said to almost always occur in the following psychological order.
!
1. _______________
2. _____________
3. _____________
4. _____________
5. _____________
EXERCISE: How To Make a GOOD First Impression List the 11 steps below
1. _________________________________________ 2. _________________________________________ 3. _________________________________________ 4. _________________________________________ 5. _________________________________________ 6. _________________________________________ 7. _________________________________________ 8. _________________________________________ 9. _________________________________________ 10. _________________________________________ 11. _________________________________________
EXERCISE: How To Make a GOOD First Impression Notes:
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
2
Influential Language
Notes
5.______________
9.______________
4.______________
8.______________
1.______________
Use the boxes below to list and describe the RIGHT body language
10._____________
6.______________
2.______________
EXERCISE: 11 Ways to create the RIGHT Body Language
11._____________
7.______________
3.______________
5.______________
9.______________
4.______________
8.______________
1.______________
Use the boxes below to list and describe the WRONG body language.
10._____________
6.______________
2.______________
EXERCISE: 11 Ways to create the WRONG Body Language
11._____________
7.______________
3.______________
TONE: It’s not WHAT you Say, its HOW you say it. VERBAL MIRRORING: Notes
PACE: Notes
Notes
DODGY DOUBTFUL WORDS:
! !
NEGATIVE WORDS:
! !
Use the boxes below to list some examples of ‘Negative’, ‘Dodgy Doubtful’ and ‘Positive words.
EXERCISE: Using Positive Language - Your Words
POSITIVE WORDS:
EXERCISE: Using Positive Language Revise the example sentences from using negative language to a more positive response. It won’t be possible to book this job in for at least another three weeks.
I don’t know anything about this part of the job, but Carolyn in accounts might be able to help you. Would you like me to put you through to her?
You’d better pay your bill in full as soon as possible, or we will have to send it to our debt collector.
The Secret Weapon For Influential Power 1.____________________________ Notes:
2.____________________________ Notes:
Persuading and Influencing In Three Steps. How to persuade and influence people using a three step approach 1. I____________________
! ! !
2. P____________________
! ! !
3. B____________________
EXERCISE: Persuading and Influencing In Three Steps. In the box below, write your own example of how you could persuade and influence using the three step approach as outlined above.
1. I____________________
! ! ! ! !
2. P____________________
! ! ! ! !
3. B____________________
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
3
Managing Personalities
Notes
DISC PROFILE: Understanding the benefits of different personality types, and knowing your own communication style.
D C
DISC PROFILE: Understanding the benefits of different personality types, and knowing your own communication style.
I S
Notes
Notes
4 Step Approach To Dealing With Difficult People Dealing with a difficult customer can be tricky, but using the 4 step approach with ensure you handle things professionally. H____________________
!
E____________________ & E____________________
4 Step Approach To Dealing With Difficult People continued….
L____________________
!
P_____________________ & P_____________________
Above & Beyond - 3 Extra Steps Going above and beyond and ensuring you turn your difficult customer into a lifelong client. A____________________
!
F____________________
!
F____________________
!
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
4
Tony Gattari
Notes
Notes
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
5
Tony Gattari
Notes
Notes
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
6
Tony Gattari
Notes
Notes
Notes
Takeaways
Action Steps
Backburners
Masterclass ! les Skills l u 7 Successf Sa
7
Tony Gattari
Notes
Notes
Notes
Takeaways
Action Steps
Backburners
