Customer Centered Selling Program

The Truth about Success™ Customer Centered Selling

The customer centered sales program outlined below is a complete sales training program. Modules can be expanded on or dropped from the program depending on your organizations needs. Contact Wynn Solutions to discuss the many options available.

The Truth about Success™: Customer Centered Selling
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Training Objectives

• Develop a sales culture within the organization
• Develop a customer profiling process
• Create and leverage customer relationships
• Dramatically improve need identification and solution development: Cross/up selling and customer satisfaction
• Increase the effectiveness of customer management techniques
• Increase understanding of the customer’s behavior in the sales process
• Develop sales process guidelines: Make sure basic selling skills are consistently implemented
• Improve personal motivation and help salespeople to recognize opportunities
• Provide cutting-edge selling skills to improve closing ratio
• Gain a better understanding of how much control we have over our results

Suggested Agenda

Section one: The Truth about Success™: Building Relationships

• The history of sales: Needs that create opportunity
• No plaid jackets required: Our experience as consumers
• Where we are going: Helping people connect needs with solutions
• Your role: Helping people get what they need
• Being the Best vs. Being Consistently Chosen ™ : Why people buy
• The truth about trust: How to make sure your customers feel heard
• How to communicate customer care
• How to build relationships that lead to a sale: Implementing the sales culture
• How to leverage those relationships into closed deals
• Positioning techniques of the top 2%: It’s not who you know, it’s who knows you
• Effectively explaining the value of your service
• How action and adaptability create opportunity
• Keeping your customers/prospects connected so they don’t shop around
• Belief systems create our experience: Igniting your self motivators

Section two: Presentation Skills

• Listening in action: Finding out what’s important
• Everything you ever wanted to know about great sales questions but were afraid to ask
• Avoiding “death by Power Point”: Structure and flow
• Building customized Q & A sessions into your presentations
• How to give and gain clarity in difficult situations

Section three: Goal Setting and Time Control

• Defining the right outcomes
• Five-year plan: The big picture
• One-year plan: Creating your action agenda
• Monthly plan: How do you measure success?
• Controlling your time effectively: The secret to time control
• Developing your market and territory: Overview

Section four: Selling to Difficult People

• Know-it-all experts
• Indecisive stallers
• How to deal with customers who want everything
• How to give and gain clarity in difficult situations
• How to prevent payment problems
• Dealing with deal hunters

Section five: Organizational Skills

• Prioritizing
• Goal setting and time control: How to control your time and efforts
• The fine art of follow-up: Creating and using a repeatable process
• How to develop an easy-to-maintain prospect-to-customer process
• Day-to-day customer management: The specifics
• How to effectively use contact management software: Making it simple

Section six: The Best Telephone Skills on Earth

• Setting appointments
• How veterans can be impaired by their own experience
• Clearly explaining value in twenty seconds
• Getting calls returned
• Getting past the gatekeepers
• Cross-selling: Pre site- visit account examination to match needs with solutions
• E-mail and Web sites: What’s working

Section seven: The Art of Making the Deal

• Developing your unique selling proposition: Core concepts
• Prospecting: Developing your market
• Asking the right questions: Performing the examination (identifying needs)
• Dealing with wannabe decision makers
• Determining the strengths and weaknesses of the current vendor
• Looking for buying signs: Not making a presentation too soon
• Developing objections in advance and building ironclad rebuttals
• Handling objections: How the heavy hitters do it
• Overcoming price objections: How to attach value to need
• Asking for the business: Gaining agreement/closing techniques
• What to do when you can’t get the deal: Secret of the top 2%

Section eight: Customer Management

• Why sales people don’t like prospecting: Overcoming first-call barriers
• Day-to-day customer management:: The specifics
• How to effectively use contact management software
• How to prioritize your customers: Revenue generation and referral production
• Your competitors business: Your next step
• New products and niche markets

Section nine: Leveraging Key Relationships

• Getting more than referrals
• Effectively explaining the value of your service
• Networking : Asking the right questions
• Building long term relationships in the community

Section ten: Customer-Focused Service

• Something to think about: The truth about service
• Why your customers leave, and where they go
• What customers really want?
• What customers really buy?
• Developing a repeatable system

Section eleven: Fear of Failure

• The fear cycle (how we use it and how we lose it)
• Heroes and cowards
• Your prospective client’s biggest fear: Making the wrong decision
• Taking action: Knowledge is not power; action creates opportunity

Section twelve: Being the Best vs. Being Consistently Chosen ™

• Love: How detectable is your concern and sincerity?
• Money: Do they see the value of your service?
• Prestige: Will doing business with you make them look good to others?
• Are you talking over your clients head?
• Managing expectations and emotions
• Communication has not taken place until the customer feels heard
• Why customers like some salespeople more than others
• Opening questions that allow the prospect to talk about them selves
• Information based selling vs. relationship selling
• Egos and self esteem issues: What customers won’t tell you
• Results of the top producers survey: What the most successful do differently

Section thirteen: Determining Buying Influences

• Turning features into benefits
• Understanding the big picture
• Providing education on innovations
• Knowing your clients business
• Core concepts and critical beliefs
• What can we learn from the competition
• Leveraging your existing relationships
• Becoming famous in your industry

Section fourteen: Pinpointing Prospecting Problems

• Calling on the same customers over and over
• How productive has it been?
• Identifying prospects
• Long-term goals with short-term focus
• The list of twenty: Knowing where you’re going
• Gaining a better position in the minds of your prospects
• Who’s not buying from you?
• A new approach to your competitor’s customers

Section fifteen: Competitor Analysis

• Offsetting the competitions strengths
• How can they really beat you?
• A realistic look at how you may lose business

Attracting the Best Customers

• Who are your best customers?
• What makes them so great?
• What do they expect from you?
• What’s important to them?
• Cloning your perfect customer

Negotiating

• Only negotiate when you have no other option
• When and how to start negotiating
• The secret of Socrates: Getting people to see it your way

Belief Systems

• Dealing with difficult circumstances: What is the great motivator?
• Gut instincts: How do you feel about what you think
• Self-limiting beliefs
• Selling outside your comfort zone
• Belief systems create our experience: How much can you sell?

Personality Profiles

• Taking a look at your self and your customers
• Selling style: Meeting your prospects expectations while being yourself
• Identifying the 3 most common buying styles

Wrap-up

• Negotiating Skills
• Customer relations
• Prioritizing your customers
• What two things can you implement tomorrow: Making a change

Customer Centered Selling Exercises

How behavior affects the sale
In this facilitated process, participants break into groups and try to agree on the level of satisfaction a customer receives from a hypothetical encounter with a relationship-challenged salesperson. This exercise provides insights into how our behavior can greatly reduce the impact of our skills.

Overcoming objections
Through a facilitated process, participants discover the six most common objections they face and together create effective solutions.

Assessing your listening skills
Participants listen carefully to what is being said by the facilitator and repeat what they hear. The rhyming sentences used by the facilitator are designed to distract listeners and get them to follow the pattern rather than the information. This exercise provides insight into how poorly people listen (the latest studies show that 75 percent retain as little as 10 percent of the information they gather) and demonstrates how top producers make the most of their listening skills.

Reacting effectively
In this facilitated process, participants break into groups and create scenarios involving the needs of problem customers. Then each group determines the effective response for each situation. This exercise provides tools for handling difficult behavior and gives insight into how our reactions create opportunity.

The sales call “live”
In this facilitated process, participants individually create three customized questions based on the information presented in this segment and role-play with a partner. Then the entire training team splits into two sections: the customer consulting group and salesperson consultant group. Each team selects a representative and coaches him or her through a role-playing session. This exercise provides tools on how to move from objections to gaining agreement and gives insights into what we often forget about effective communication when we are in front of customers.

Draining the doubt
In this facilitated process, participants make a list of three goals or accomplishments that they believe are just outside their reach. Then they use a patented process to literally remove the feeling of doubt around each item on the list. Due to our agreement with the creator of this exercise, we cannot describe this process in print. We will, however, be glad to discuss it verbally at your request.

Available upon request: Ask for details
Inquire about program details, pricing and availability

The training segments/topics contained in this program represent suggested agendas and are designed to be customized to your specific needs.

The skill acquisition segments also can be customized and can vary in length. These segments do not represent the only interactive participation in each segment. Each segment is approximately 30 percent presented materials, 35 percent skill acquisition, and 35 percent interactive facilitation.

Please contact Wynn Solutions to discuss your training needs. Due to our partnerships with some of the nations best speakers, trainers and leading authorities, we are able to offer your company a large variety of the highest quality training solutions. Phone: 888.833.2902 or use our form and someone will get back to you shortly.

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