Merck China OCS_Wall_Board_Flow_Chart vs 12-12-11

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Objectives: Introduce and review training objectives, ensure the participants embrace the need to enhance the relationship with the customer, and can effectively establish Trust, Credibility & Rapport. Introductions & Program Overview Introductions ADS Program Overview Teams and Ground Rules Curriculum Flow TCR Setup Module Overview Eight Core Competencies “Tommy Boy” Exercise Why Do Customers Buy the Sales Rep?” Principle: Relationship Determines Influence Define TCR: Trust – Advocate: (Question?) Credibility – Competence: (Question?) Rapport – Connection: (Question?) Establishing Rapport Establishing Rapport: Task & Relational 2 Styles Working with a Task customer Working with a Relational customer Personality Style Descriptions Establishing Rapport: #1 – Special and Unique Iceberg model/your example(s) Treat special & unique by GEMs: Extra: Attention Extra: Service Extra: Care Unique & Special Exercise Three Levels of Sales Define Order-taker/Billboard Define Seller Define Consultant Establishing TCR Summary Enhancing Relationships Review & Action Items Establishing Trust & Credibility Establishing Trust & Credibility: Key Questions Call Objective? Customer’s needs first Our Objective establish Trust? Motive is transparent Difficult? “Me Monster” TCR as the Foundation Objective: Engage, Discovery, BV & Advance are all dependent on establishing a foundation of TCR Principle: Relationship determines influence. Establishing Credibility Application Exercise Advanced Selling Skills – ADS Content Flow Guide: Introduction / Enhancing Relationships

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Curriculum Flow Account Research Access Strategies Navigating to the Decision Maker Module Premise : Content Flow Guide: Module 2 – Gaining Access Account Research Exercise Receptionist 3 Possible Scenarios Determine the organizational structure Screens Success with “Screens” Sample Telephone Dialogue Exercise Access Strategies Approaches Email Components Exercise Voice Mail Components Exercise Gaining Access Review & Action Items Account Research Objective Refine UPS Assess opportunity – large or small Determine Decision-Maker & Evaluator Advanced Selling Skills – ADS

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Curriculum Flow Rules of Engagement Outbound Introductions ADAP Response Process & Engage Set-up Module Premise: Most customers are “closed”…we must move them to an open state before proceeding and then reach an agreement on having a discovery discussion…vs. just launching into asking questions/your agenda….or asking for the sale. Content Flow Guide: Module 3 – Engage Airlines Exercise Objective: Discovery must precede Build Value Communication Process Overview Transcript Exercise Module Overview Principle of Persuasion If someone is emotionally closed and you try to persuade them with logical arguments they will become even more closed Goal: Move them to open and don’t sell. % closed – 50% How? Next Principle Tug-of-War Principle We will always resist if we feel we are being forced and our right to choose has been taken away Rules of Engagement Overview: 3 Keys Other-Centered Objective Drop-the-Rope Next Step: Discovery OB Introduction Reference Confirmation Question Other-Centered Roadmap Why? Addresses personal objectives Drop-the-Rope Permission Outbound Introduction Phase I: Connecting Reference Confirmation Question Phase II: Purpose Other-Centered Purpose Drop-the-Rope Permission Outbound Exercise Closed Customer If Closed, Four False Objections Our Response? Flight or Flee – Typical responses ADAP Response Example Exercise ADAP Responses – Reference Tool Review – Two Situations (closed or open) TCR Review Engage Review & Action Items Advanced Selling Skills – ADS

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Module Premise: To truly serve the customer, you must understand and be able to articulate their perspective as well or better than they can. Content Flow Guide: Module 4 – Discovery Curriculum Flow Questioning Module Overview “Taking the Trip” How do we get the other person to see our point of view? Must see their point of view first When we “take the trip”, why does it enhance the relationship? (your answer) What keeps us from taking the trip? Out of our comfort zone Principle: You will never get someone to see your perspective until you see their perspective first To effectively “take the trip”, we need to focus on the What & the How Discovery Module Set-Up Three Types of Questions Open-Ended (purpose?) Clarifying (purpose?) GAP 2 (purpose?) Questioning Skills Setup – What About Bob? Comfort Zone Model & Exercise Customer moves from giving us facts to unrestricted information because of the 1) how and what questions we ask and 2) how we respond Comfort Zone sets up Questioning & Listening Skills Clarifying Questions & Exercise Types Exercise Questioning (cont.) The What: Discovery Skills The What – Discovery Categories Practice Profile Beliefs About Your Product Gaps Beliefs About Best Solution What is the opportunity? Discovery Matrix Overview Discovery Review & Action Items GAP 2 Questions & Exercise Priming the Question: Principle of the Dark Principle: When customer is in the dark they always assume a negative Priming the Question Setup & Exercise Be prepared to rephrase the questions Advanced Selling Skills – ADS

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Module Premise: To motive the customer to act, we must communicate the benefits that are only relevant to what is important to them and then validate those benefits (activate the left-side of the brain) with Examples & Strong Statements. Curriculum Flow Build Value Set-Up Content Flow Guide: Module 4 – Build Value Validating Payoff Communicating Payoff Communicating Payoff Feature (provide example). Advantage (provide example) Other-Centered Benefit (provide example) Module Overview Fundamentals of Building Value Exercise “Princess Bride” Clip Purpose: Unless we understand what is important to the customer (their payoff) we will never be effective at building value - It only matters if it matters to them . Keys to Validating Your Offering (Right and Left Brain) Right Brain? How we decide what we believe Left Brain? What we care about Which has more impact on the decisions we make? We make emotional decisions and support them with intellectual alibis Belief + Care = Action Validating Payoff Examples Provide example of each Strong Statements Provide example The Power of Word Pictures Exercise Communicating Relevant Benefits Jaws movie clip Other-Centered Benefits Exercise Barriers to Commitment Checking Your Six Handling Objections 3 Types Gap in Product/Solution Skepticism Price 5 Steps Accept and acknowledge Clarify Drop-the-Rope Respond / Validate “Check Your Six ( Provide Example ) Objections Exercise Build Value Review & Action Items Advanced Selling Skills – ADS

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Module Premise: It’s not necessarily about closing the deal; it’s about getting a commitment to the logical, most appropriate next step in serving the customer that will optimize progress and the relationship with the customer. Curriculum Flow Advance Account Development Methodology Exercise Value Added Relationship Anticipate needs Provide expertise Check-Your-Six to determine any new barriers/concerns End every meeting with a commitment to advance relationship Advance Set-up Content Flow Guide: Module 5 – Advance Module Overview Objectives in Gaining a Commitment to Advance Determine Commitment level and relevant event based on Discovery meeting Your other-centered offer should motivate the customer to advance Steps to Commitment Check-Your-Six Choose event that aligns with commitment level/ decision process Provide Other-Centered Purpose Gain commitment to specific date and time Advance (cont.) Advanced Selling Skills – ADS

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Request all class participants to complete an Evaluation on the ADS program and hand-in Note: Tool Kit provides answers to exercises and “fly-ins” Close of Training Activities Content Flow Guide: Close of Training Activities Advanced Selling Skills – ADS

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Introductions & Program Overview Introductions ADS Program Overview Teams and Ground Rules Curriculum Flow TCR Setup Module Overview Eight Core Competencies “Tommy Boy” Exercise Why Do Customers Buy the Sales Rep?” Principle : _______________ ________________________ ________________________ _______ Define TCR: Trust – Advocate: (Question?) Credibility – Competence: (Question?) Rapport – Connection: (Question?) Establishing Rapport Establishing Rapport: Task & Relational 2 Styles Working with a Task customer Working with a Relational customer Personality Style Descriptions Establishing Rapport: #1 – Special and Unique Iceberg model/your example(s) Treat special & unique by GEMs: Extra: ___________ Extra: ___________ Extra: ___________ Unique & Special Exercise Three Levels of Sales _________________ _________________ _________________ Establishing TCR Summary Enhancing Relationships Review & Action Items Establishing Trust & Credibility Establishing Trust & Credibility: Key Questions Call Objective? __________ _______________________ _______________________ Our Objective establish Trust? _________________ Difficult? _______________ TCR as the Foundation Objective: _______________ _______________________ _______________________ Principle: _______________ _______________________ _______________________ Establishing Credibility Application Exercise Advanced Selling Skills – ADS Content Flow Guide: Introduction / Enhancing Relationships Module Premise: Use during your time of self-study – fill in the blanks.

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Curriculum Flow Account Research Access Strategies Navigating to the Decision Maker Content Flow Guide: Module 2 – Gaining Access Account Research Exercise Receptionist 3 Possible Scenarios Determine the organizational structure Screens Success with “Screens” Sample Telephone Dialogue Exercise Access Strategies Approaches Email Components Exercise Voice Mail Components Exercise Gaining Access Review & Action Items Account Research Objective Refine UPS Assess opportunity – large or small Determine Decision-Maker & Evaluator Advanced Selling Skills – ADS Module Premise: Use during your time of self-study – fill in the blanks.

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Curriculum Flow Rules of Engagement Outbound Introductions ADAP Response Process & Engage Set-up Content Flow Guide: Module 3 – Engage Airlines Exercise Objective: ____________ ___________________ ________________________________________ Communication Process Overview Transcript Exercise Module Overview Principle of Persuasion If someone is emotionally closed and _____________ __________________________________________________________________ Goal: _________________ ______________________ % closed – _______ How? Next Principle Tug-of-War Principle We will always resist __________________________________________________________________ Rules of Engagement Overview: 3 Keys ___________________ ___________________ ___________________ OB Introduction __________________ __________________ __________________ __________________ __________________ Outbound Introduction Phase I: Connecting Phase II: Purpose Outbound Exercise Closed Customer _________________ _________________ Flight or Flee – Typical responses ADAP Response Example Exercise ADAP Responses – Reference Tool Review – Two Situations (closed or open) TCR Review Engage Review & Action Items Advanced Selling Skills – ADS Module Premise: Use during your time of self-study – fill in the blanks.

PowerPoint Presentation:

Content Flow Guide: Module 4 – Discovery Curriculum Flow Questioning Module Overview “Taking the Trip” How do we get the other person to see our point of view? ________________ ______________________ When we “take the trip”, why does it enhance the relationship? ____________ What keeps us from taking the trip? _______________ ______________________ Principle: ______________ ______________________ ______________________ To effectively “take the trip”, we need to focus _______ ______________________ Discovery Module Set-Up Three Types of Questions _________________ _________________ _________________ Questioning Skills Setup – What About Bob? Comfort Zone Model & Exercise Customer moves from giving us facts to unrestricted information because of the 1) _____ ___________________ 2)_________________ Comfort Zone sets up ________________________________________ Clarifying Questions & Exercise Types Exercise Questioning (cont.) The What: Discovery Skills The What – Discovery Categories Practice Profile Beliefs About Your Product Gaps Beliefs About Best Solution What is the opportunity? Discovery Matrix Overview Discovery Review & Action Items GAP 2 Questions & Exercise Priming the Question: Principle of the Dark Principle: When customer is in the dark _________________ ________________________ Priming the Question Setup & Exercise Be prepared to rephrase the questions Advanced Selling Skills – ADS Module Premise: Use during your time of self-study – fill in the blanks.

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Curriculum Flow Build Value Set-Up Content Flow Guide: Module 4 – Build Value Validating Payoff Communicating Payoff Communicating Payoff Feature ______________ Advantage _____________ Other-Centered Benefit ___ ______________________ Module Overview Fundamentals of Building Value Exercise “Princess Bride” Clip Purpose: Unless we understand what is important to the customer (their payoff) we will never be effective at building value - It only matters if it matters to them . Keys to Validating Your Offering (Right and Left Brain) Right Brain? How we decide what we believe Left Brain? What we care about Which has more impact on the decisions we make? We make emotional decisions and support them with intellectual alibis ________________________ Validating Payoff _______________ Example ____________ ________________ Example _____________ The Power of Word Pictures Exercise Communicating Relevant Benefits Jaws movie clip Other-Centered Benefits Exercise Barriers to Commitment Checking Your Six Handling Objections 3 Types ___________________ ___________________ ___________________ 5 Steps ___________________ ___________________ ___________________ ___________________ ___________________ Objections Exercise Build Value Review & Action Items Advanced Selling Skills – ADS Module Premise: Use during your time of self-study – fill in the blanks.

PowerPoint Presentation:

Curriculum Flow Advance Account Development Methodology Exercise Value Added Relationship Anticipate needs Provide expertise Check-Your-Six to determine any new barriers/concerns End every meeting with a commitment to advance relationship Advance Set-up Content Flow Guide: Module 5 – Advance Module Overview Objectives in Gaining a Commitment to Advance Determine Commitment level and relevant event based on Discovery meeting Your other-centered offer should motivate the customer to advance Steps to Commitment Check-Your-Six Choose ________________ _______________________ _______________________ Provide ________________ _______________________ Gain commitment to _______ ________________________ Advance (cont.) Advanced Selling Skills – ADS Module Premise: Use during your time of self-study – fill in the blanks.