GETTING INTO YOUR CUSTOMERS HEAD

SALES TRAINING, EDUCATION AND DEVELOPMENT PROGRAM

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2010LearningOutsourceGroup 1457NUSHighway1,Suite24OrmondBeach,FL32174 Phone:8004039379Intl:3868980007Fax:3898980004 www.LearningOutsourceGroup.com

ExecutiveOverview

GettingIntoYourCustomersHead
SalesTraining,EducationandDevelopmentProgram RevitalizeandRevolutionizeYourSalesStrategy! Intoday'shypercompetitivemarketplace,you'llmakemoresalesifyoumasterthepsychologyofbuying,and getyoursalesprocessalignedwithhowyourcustomerthinks. Customers are becoming tougher and more cautious. Todays buyers have more options and feel that they havemoreonthelinewhenmakingbuyingdecisions.Theseissues,combinedwithsignificantchangesin thewaycompaniesaredoingbusiness,shapethewayyourcustomersapproachthepurchaseofproductsand services.Howcantodayssalespersonwinoverthesevalueconscious,pressureladenbuyers? Thefirststepistoabandonthetraditionalsalestrackforathoroughlycustomerfocusedsellingphilosophy. GettingIntoYourCustomersHeaddescribestheeightsellingrolesthatcorrespondwiththesequentialsteps of todays buying process. Salespeople at all levels will benefit from this fresh outlook on sales. In this workshop,salespeoplelearnhowto: Unlockthemysteryastowhycustomersdontbuy Becomeapartnerinyourcustomersbuyingprocess Learnthesinglebiggestmistakesalespeoplemake Getcustomerstobuyfaster,andmuchmore. Getting Into Your Customers Head identifies how to sell effectively in a way that also greatly enhances customersatisfaction. FromtheforewordtoGettingIntoYourCustomersHead ByKenBlanchard,PhD.,coauthor,TheOneMinuteManager SellingintheContextoftheBuyLearningProcess Your selling process must be in sync with your customers buying behavior not so much selling as helpingyourcustomersbuy.Youcanincreaseyoursales and enjoy greater customer satisfaction by changing your approach to match your customers changing perspective throughout the sale. The following summarizes the eight specific roles that match customersneedsateachoftheeightbuylearningsteps. The remainder of this program explores each of these rolesindepth. Given the time involved in the buylearning process, most salespeople sell too fast. They move through the steps of their sales process without considering where thecustomerisinthebuyingprocessandarriveatthe CLOSEbeforethecustomerisreadytobuy. BuyLearningProcess

Copyright2009TopLine/LearningOutsourceGroup

Thepointisnottoslowdownthesalesprocess,buttodevotemoretimetodefiningthecustomersneedsand designingbettersolutions.Bydiggingdeeperandaskingmoreandbetterquestions,youcanidentifymore acuteneedsandgiveyourcustomeramorecompellingreasontoacceptyoursolution.Infact,yourcustomer willbuyfasterwhenthechoiceismadeeasier. RolesthatMatchtheBuyLearningProcess Here is Getting Into Your Customers Head ProgramTableofContents Note:Thisgivesyouatopicaloverview/benefitsof theprogram Introduction GettingIntoYourCustomersHead:Theeightroles ofcustomerfocusselling.Whyyoumustgetcloser to your customers * How to think like your customer using the buylearning process * Customerdissatisfactionandhowtoavoidit*The single biggest mistake salespeople make * How to getcustomerstobuyfaster*Salesrolesthatmatch buying behavior * How to advance the buying process.

Copyright2009TopLine/LearningOutsourceGroup

Session1 SalesRole#1:TheStudentstudiesthe3Cs(Customer,Competition,Change)andapproacheshighprobability prospects.Thetopfivecustomerfrustrationswithsalespeople*Gettinginsideyourcustomersheadduring the Change Step * Studying a business using the CEO, Core, and Support levels * Five keys to getting appointments with senior decisionmakers * Nine questions to ask yourself when studying your prospect * Customergoforwardcommitments. Session2 Sales Role #2: The Doctor diagnoses discontent and uncovers important needs. How to eliminate price objections * Getting inside your customers head during the Discontent Step * Diagnostic questions that identifydiscontent*Intensifybuyingdesireusingcomplicationandcurequestions*Thevalueequation*Call planning * Identifying multiple decision makers * Preliminary cure questions * Gaining go forward commitments. Session3 Sales Role #3: The Architect designs customerfocused solutions that set the ground rules in your favor. GettinginsideyourcustomersheadduringtheResearchStep*Whyyoumustresistthetemptationtotalk aboutyourself*Threestepstoinfluencingspecifications*Anunknowncauseoflostsalesrevealed*Using creativitytogaincompetitiveadvantage*EightquestionstoaskyourselfduringtheResearchStep*Exploring typicalcustomerbuyingcriteria*Conductingamarketassessment*Influencingbuyingcriteria*Repackaging weaknesses. Session4 Sales Role #4: The Coach applies competitive sales strategies and presents a compelling solution. Getting insidethecustomersheadduringtheComparisonStep*Fourreasonswhywelosesales*Yourcompetitive game plan for sales success * Seven keys to scouting your opponents * Nine questions to ask yourself in a

competitivesituation*Howtopositionyourselftowin*Repackagingweaknessesintostrengths*Conducting acompetitiveanalysis*Exploringintangiblestrengths. Session4continued Powerful Sales Presentations & Proposals: Ten keys to effective sales presentations * The biggest mistake withmostsalesproposalsandhowtopreventit*Tenquestionstoaskyourselfwhenwritingasalesproposal. Session5 SalesRole#5:TheTherapistunderstandsandresolvesthebuyersfears.Gettinginsideyourcustomershead duringtheFearStep*Thesevencausesofbuyerfear*Sevenkeystoresolvingfearasthetherapist*Typical causesofbuyingfear*Information/actiontoresolvebuyerresistance. Session6 SalesRole#6:TheNegotiatorpreparesandapplieswin/winstrategiestoreachanagreement.Negotiation defined * Getting inside your customers head during the Commitment Step * Seven common customer negotiatingtactics*Eightsourcesofnegotiatingpower*Howtogetmorenegotiatingpower*Tenkeysto successfulsalesnegotiations*Elevenquestionstoaskyourselfbeforeeverysalesnegotiation*UsingtheNO TRICKStool. Session7 SalesRole#7:TheTeachersetscustomerexpectationsandteachesthecustomertoachievemaximumvalue. Getting inside your customers head during the Expectations Step * What customers expect from you immediatelyaftertheybuy*Threethingstheteacherdoes*Thethreebiggestchallengesyoufacewithnew customers and how to overcome them * Managing expectations * Integrating sales support * Test and measureimplementationprogress. Session8 SalesRole#8:TheFarmernourishescustomersatisfactioninordertogrowtheaccount.Gettinginsideyour customersheadduringtheSatisfactionStep*Whysatisfactionisoftentemporary*Thenumberonekillerof customersatisfaction*Eightkeystocultivatingsatisfactionandgrowingyouraccounts*Connectingthedots tonewbusinessopportunities*Becominganexpertinyourfield*Anticipatingfuturechange. Session9 Winning the complex sale: the politics of sellingto multiple decisionmakers. Why selling is becoming more complex * Why you need multiple sources of information*Identifyingtheplayersonthecomplex buyingteam*Fourwaystogetpastthegatekeeper *Sellingbehindthescenedecisionmakers*Find your enemies and neutralize them * Developing yourcomplexsalesstrategy*Accountplantool. ComplexBuyingTeam

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GettingIntoYourCustomersHeadProgramSummary

A contemporary, comprehensive, and totally compatible fit with the organizations strategy and goto marketphilosophy. Acompletemodelencompassingtheentirebuy/sellprocessfromprospectingthroughcultivatingexisting customers. Ascalableprocessthatwillimpactsalesandsalesmanagementprofessionalsatalllevelsofseniorityand experience. Courseware that includes a best selling book, participant workbook, and CD program that allows this process,techniques,andstrategiestobestudiedandusedonarealtimebasis. Asaleslanguagethatwillpermeateandsupporttheorganizationssalesculture. Atraininganddevelopmentcontinuumthatcanbeintroducedasearlyastheinterviewingandselection process,thusshowcasingthecommitmenttoemployeedevelopment. Amodelthatwillgrowandexpandwiththeorganizationandeasilyadapttomeettheneedsofallsales professionalsatanylevelofsophistication. A process loaded with tools that will greatly enhance working relationships, communication, and the developmentalprocessbetweenmanagerandsubordinate. Participant / sales management materials that contain field friendly and time sensitive tools to accelerateimplementationandimmediatelyimpactsalesperformance. Packagedcontenttosupportsalesmanagersinconductinghighimpactsalestrainingsessions/conference calls. Unparalleledsupportfromtheindustryleaderintraininganddevelopmentsolutions.

 AboutLearningOutsourceGroup
LearningOutsourceGroupisaninternationallyrecognizedprovideroflearningsolutionsdesignedtosupport thebusinessdevelopmentstrategyofsalesandcustomercentricorganizations.Withafocusonsalestraining andmanagementleadershipdevelopment,over120,000executives,managers,andsalesprofessionalsina varietyofindustrieshavebeenimpactedbytheirtraining,resources,andtoolssince1996.Majorclients includeXerox,VerizonBusiness,FirstData,WellsFargo,Ricoh,Intuit,Alsco,SharpElectronics,UniGroup,Citi, Kyocera,andmanyothers.LearningOutsourceGrouphasbeenrecognizedasanindustryleaderfortheir abilitytodelivercontemporary,highlyimpactful,applicationdriven,andcosteffectivehumanresource developmentsolutionsandconsultingexpertise.Theyhelpclientsbuildandsustaincompetitiveadvantageby identifyinganddeliveringworldclasslearningsolutionstiedtomeasurablebusinessresults. ValueProposition

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1457NUSHighway1,Suite24OrmondBeach,FL32174 Phone:8004039379Intl:3868980007Fax:3898980004 www.LearningOutsourceGroup.com