Integrity Selling Presentation

Integrity Selling as presented at TAG Training Day

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WELCOMEWELCOME
Facilitated by J. Mark WalkerFacilitated by J. Mark Walker

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This program will help you:
Improve client relationships.
Develop greater self-confidence.
Strengthen customer loyalty.
Improve problem solving skills.
Welcome

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Graduates from:Graduates from:Graduates from:Graduates from:
• Detroit Edison
• Palm Beach Post
• Bay Gulf Credit Union
• Coldwell Banker
• Bell Atlantic
• American Red Cross
• Cox Communications
• Principal Financial Group
• Ingram-Micro
• Sunmark Federal
Credit Union
• Russell Investment Group
• The Ritz Carlton
• Delta Community Credit Union
• Southern Company
• The Guardian
• Ethicon Endosurgery
• Baylor HealthCare
• Global
• Principal Bank
• Grow Financial Credit Union
• Anderson Consulting
• Principal Connection
Introduce Yourself
How does your company generate
revenue?
How does your job impact customer
satisfaction and loyalty?

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Value of Satisfied
Customers
Satisfied vs. Loyal
Customers
What Business are You
Really In?
Defining Service
Value of Satisfied
Customers
Satisfied vs. Loyal
Customers
What Business are You
Really In?
Defining Service
In This Discussion
What are some
reasons why you
enjoy doing business
with individuals or
businesses?
What are some
reasons why you
enjoy doing business
with individuals or
businesses?
Satisfied vs. LoyalSatisfied vs. Loyal

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What are some
common courtesies
that service people
don’t seem to know
how to do?
What are some
common courtesies
that service people
don’t seem to know
how to do?
Satisfied vs. LoyalSatisfied vs. Loyal
What are some
distinctions between a
satisfiedcustomer and a
loyalcustomer?
What are some
distinctions between a
satisfiedcustomer and a
loyalcustomer?
Satisfied vs. LoyalSatisfied vs. Loyal

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Integrity Solutions Founder
• 25,000 facilitators
• Programs in 2,000 companies
• 1.5 million graduates; 80+ nations
• Authored 9 books including:
–Integrity Selling
–Integrity Service
–The People Principal
–Inner Game of Selling
Ron WillinghamRon WillinghamRon WillinghamRon Willingham

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What Business are You In?
How do we generate revenue?
Why do people choose to do
business with us?
How does my job impact customer
satisfaction and loyalty?
What unique factors do I bring?
How would you complete
this sentence?
How would you complete
this sentence?
Service is…Service is…

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How would you complete
this sentence?
How would you complete
this sentence?
Selling is…Selling is…

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Gaps create conflict and disengagement.
Congruence releases energy and achievement drive.
Service and Selling
Congruence ModelCongruence Model
View
of
Abilities
View of
Service/
Selling
Values
Belief
in
Product
Commitment
to
Activities

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How to Approach
People to Build
Rapport and Loyalty
How to Approach
People to Build
Rapport and Loyalty
Introduction to a tool
that will help you to
listen and communicate
more effectively...
Behavior Styles
®
Introduction to a tool
that will help you to
listen and communicate
more effectively...
Behavior Styles
®
In This Discussion

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Introduction to the six-step
communication system…
AID,Inc.
®
Review of the first step in
the system…
Approach
Introduction to the six-step
communication system…
AID,Inc.
®
Review of the first step in
the system…
Approach
In This Discussion
Behavior Styles
®

12. 12
Behavior Styles
®
Behavior Styles
®

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Behavior Styles
®
Behavior Styles
®

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2 Worksheets2 Worksheets
Person with whom it’s EASY EASY EASY EASY to
communicate, or
Person with whom it’s DIFFICULTDIFFICULTDIFFICULTDIFFICULTto
communicate.
Yourself in a WORKWORKWORKWORKenvironment.
Determine primary and secondary
styles for both.
Person with whom it’s EASY EASY EASY EASY to
communicate, or
Person with whom it’s DIFFICULTDIFFICULTDIFFICULTDIFFICULTto
communicate.
Yourself in a WORKWORKWORKWORKenvironment.
Determine primary and secondary
styles for both.
Behavior Styles
®

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The AID,Inc.The AID,Inc.
®®
Communication SystemCommunication System
Introducing….
AID,Inc.
®
System

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1.Tune the world out and people in.
2.Put them at ease and make them
feel important.
3.Thank them for contacting you.
4.Hold eye contact and listen to how
they feel.
1.Tune the world out and people in.
2.Put them at ease and make them
feel important.
3.Thank them for contacting you.
4.Hold eye contact and listen to how
they feel.
ApproachApproach
Action Guides
™
One way you establish rapport.One way you establish rapport.One way you establish rapport.One way you establish rapport.
An idea you will use to Approach An idea you will use to Approach An idea you will use to Approach An idea you will use to Approach
more effectively.more effectively.more effectively.more effectively.
Your Your Your Your Your Your Your Your ApproachApproachApproachApproachApproachApproachApproachApproachis Your is Your is Your is Your is Your is Your is Your is Your
11111 111
ststststst ststst
Important Sale! Important Sale! Important Sale! Important Sale! Important Sale! Important Sale! Important Sale! Important Sale!
Please share with your group:

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How to Interview
People and Discover
Their Needs
How to Interview
People and Discover
Their Needs
Review of the second step
in theAID,Inc.AID,Inc.AID,Inc.AID,Inc.
®®®®
System…
Interview
Develop key questions to
Identify Customer Needs
In This Session

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1.Ask open-ended, indirect questions that
draw out problems, concerns, wants or
needs.
2.Listen to and paraphrase all points—
write them down.
3.Identify service problems, concerns,
wants or needs and get agreement.
4.Assure people that you want to help
them.
1.Ask open-ended, indirect questions that
draw out problems, concerns, wants or
needs.
2.Listen to and paraphrase all points—
write them down.
3.Identify service problems, concerns,
wants or needs and get agreement.
4.Assure people that you want to help
them.
InterviewInterview
Action Guides
™
Interview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview QuestionsInterview Questions
1.What might you ask to identify the
primary need or want?
2.What can you ask to uncover
underlying issues impacting the need?
3.What problems do your customers
want you to help them solve?
4.What can you ask to understand a
customer’s sense of urgency for a
solution?

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People’s wants and needs can
be driven by motives and
emotions that may not seem
logical to others.
People’s emotions often
overrule their logic.
Before you can meet needs or
solve problems, negative
emotions must be diffused.
People’s wants and needs can
be driven by motives and
emotions that may not seem
logical to others.
People’s emotions often
overrule their logic.
Before you can meet needs or
solve problems, negative
emotions must be diffused.
Motives and Emotions
In helping your customers:In helping your customers:
How do you respond when a
customer complains?
How well do you control your
ego and emotions when a
customer is unhappy?
How do you respond when a
customer complains?
How well do you control your
ego and emotions when a
customer is unhappy?
Motives and Emotions

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How to Validate
Yourself and Your
Recommendations
How to Validate
Yourself and Your
Recommendations

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When do we begin…
…to Validate?
What is our Focus?
(end result benefits)
ValidateValidate
1.Translate product or service
features into customer benefits.
2.Justify price and emphasize value.
3.Offer proof and evidence.
4.Reassure and reinforce people to
neutralize their fear of buying.
1.Translate product or service
features into customer benefits.
2.Justify price and emphasize value.
3.Offer proof and evidence.
4.Reassure and reinforce people to
neutralize their fear of buying.
Action Guides
™

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“I trust you as a person of
integrity.”
“I believe your product or service
will fill the needs I have.”
“I have confidence in your
organization.”
“I trust you as a person of
integrity.”
“I believe your product or service
will fill the needs I have.”
“I have confidence in your
organization.”
We Validate When
People Say…
We Validate When
People Say…
Your Organization?
Your product or service?
Yourself?
Your Organization?
Your product or service?
Yourself?
Validate
How do you validate:How do you validate:

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Six Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic WordsSix Magic Words
Mention your solution or service
recommendation.
Then communicate:
“What This Means “What This Means “What This Means “What This Means
To You Is…”To You Is…”To You Is…”To You Is…”
“What This Means “What This Means “What This Means “What This Means
To You Is…”To You Is…”To You Is…”To You Is…”

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People become loyal customers
as a result of a memorable
service experience
and the end-result
benefits
they enjoy.
People become loyal customers
as a result of a memorable
service experience
and the end-result
benefits
they enjoy.
Remember
Lasting Impressions
1.What actions can you take to show
customers that you value them?
2.How might you leave the customer
with an unexpected sense of
satisfaction?
3.How would you like customers to
describe your service skills, attitude
and desire to help?
1.What actions can you take to show
customers that you value them?
2.How might you leave the customer
with an unexpected sense of
satisfaction?
3.How would you like customers to
describe your service skills, attitude
and desire to help?

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Lasting Impressions
•What is the most important What is the most important
idea you have learned today?idea you have learned today?
••How will you apply this idea How will you apply this idea
when you return to work?when you return to work?