Advanced Client Relationship Skills Training Programme Slides

2. Understanding Client Needs & Delivering to Them Presented by Jonathan Nunn & Aidan Dye

4. Northamptonshire Enterprise Limited

10. Ansoff’s Product Market Matrix Cross Selling New Opportunities Maximising Existing Opportunities Finding New Clients Clients Products Existing New New Present

11. What is selling?

14. What is selling? Selling is controlling and influencing the whole of the decision making process, persuading the Client to come to a decision in their favour and yours.

15. What is selling? Selling is controlling and influencing the whole of the decision making process , persuading the Client to come to a decision in their favour and yours .

23. People buy with their hearts and as well as their heads Fear, overcome problems, desire, greater health or happiness, make me look good, more money

24. Motivators for Buying UKTI Services

32. A Consultative Selling Approach Knowledge of Problem Knowledge of Solution Low Hi Hi Most people start here Where we want to get to is here Our start point

34. A Consultative Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Results Area Find out the Pain, do they need advantages Unearth the implications and motivators

35. The Consultative Selling Two Phased Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. 1. Consult 2. Resolve

36. The Consultative Selling Two Phased Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. Pain & implications Motivators, Advantages or Benefits Solutions Present Benefits 1. Consult 2. Resolve

41. ‘ Game plan’ Game Plan (questions) Implications of NOT resolving the problems: Problems: Benefits: Relevant Feature(s): Product:

42. 3 Approaches to Conducting the Diagnosis

47. Our Unique Selling Points With UKTI On their own or with ‘a competitor’ Shared

61. Summarising Present back and confirm the Client’s key concerns, problems, implications, requirements: “ You said….is that right?” “ Have I correctly understood that this is the problem that you would like to address?” “ Is there anything else I should know?” Conditional agreement: “If we could help you overcome this problem, would you be interested?”

67. Consultative Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. Situation, problems, implications Solutions Gameplan and effective communication 1. Consult 2. Resolve Preparation & meeting objectives Inspiring Introduction Float Solutions, Promise, War Stories & Next App.

75. Action Planning

76. Review of Objectives

77. Close

81. Maximising Client Relationships Presented by Jonathan Nunn & Aidan Dye

82. Northamptonshire Enterprise Limited

89. ________ __________ __________ _______ __________

91. Financial Personality Conditions Product Motivation

92. P M F Type of Product Our Product Emotional Logical Cost Price Financial rationale & justification Payments Budget Condition - fact ‘ afford it’ Total sale £ Value for money Objection – opinion ‘ worth it’ Confidence, desire, fear Features Benefits Support Differentiators Needs and wants for Such a service (Conscious & unconscious)

94. Key Account Management

99. Client Account Plans

103. The More Purchase Points the Better

105. It is not necessary to write down my relationship goals.

107. Developing the Client Export Action Plan

108. What Makes for a Good Client Export Action Plan?

112. SMART Objectives S pecific M easurable A chievable R elevant T ime-bound SMART A R S E A greed R esources S tretching E valuated

116. The Secrets to Success Personal Skills Social Skills Self Awareness Self Control Motivation Empathy Social Skills

117. Communication Skills

118. Three short tests!

120. Effective Communication ‘ I know you believe you understand what you think I said - but I’m not so sure you realise that what you heard is not what I meant!’

121. The Communication Code Words Tone Body Language 12% 28% 60% ------- 100%

127. % Listen Ratios Success Talk time (%) Hi Low Hi

131. Argument Dilution

133. 8 Tips for Relationship Meetings

134. At Every Subsequent Meeting 2. Reheat the Pie 1. Start by asking “Has anything changed?” 2. Reheat the P.I.

138. 6. Desire vs Cost Time Low Hi Desire Cost

146. Components of Gravitas Impact Influence Direction Appearance Experience Substance Inspiration Energy Follow Through Ownership Is It Right?

147. Components of Gravitas

148. Components of Gravitas Impact Influence Direction Appearance Experience Substance Inspiration Energy Follow Through Ownership Is It Right?

149. Action Planning

150. Review of Objectives

151. Close

153. Our 3 Ego States Parent Adult Child P A C Critical Supportive Rebellious child Adapted Free Logical, analytical, unemotional

154. Normal Transaction P A C P A C “ Good morning” “ Good morning”

155. Normal Transaction P A C P A C “ It’s 11.40” “ What’s the time?”

156. Normal Transaction P A C P A C “ Oh, I know it’s just terrible the way some people behave” “ Drivers like that should not be allowed on the road!”

157. Normal Transaction P A C P A C “ Yes, then we can live in it” “ Let’s build an enormous sand castle”

158. Normal Transaction P A C P A C “ Late again!” “ Sorry. I’ll try not to do it again.”

159. Crossed Transaction P A C P A C “ Is it??” “ Good morning”

160. Crossed Transaction P A C P A C “ Time you got a watch!!” “ What’s the time?”

161. Crossed Transaction P A C P A C “ Drivers like that should not be allowed on the road!” “ We are all entitled to our own space. It is an aspect of our society”

163. Finding More Quality Clients Presented by Jonathan Nunn & Aidan Dye.

168. Northamptonshire Enterprise Limited

182. Client Feedback on Finding More Clients

187. Picking Winners

189. Customer Profile Analysis – Identifying Target Customers Why Do They Use Them? (i.e. why do new Customers want to hear from me?) Which Of UKTI Services Do They Use? Who Are Our Best Contacts? (Role/Position) Who are Our Best Customers? (Companies) Markets/Customers Where We’ve Had Some Success & There Is More Potential

191. Approaching Potential Clients

192. Networking & Exhibitions

200. “ Clients tell us they love dealing with UKTI because we understand the 3 ingredients that help boost their international sales.” (Ways to get to market, ways to save time and ways to save money)

201. What Questions Could You Ask that Would Get the Relationship Going?

204. Working With Introducers

207. Telephone Appointment Calling

212. Getting Passed the ‘Gatekeeper’ You are unsure of your rights and your request may be questioned “ Please may I speak to Mr. Dye?” Your relationship is more distant and your request may be questioned “ Mr. Dye, please.” You are on first name terms and expect to be put through “ Aidan Dye please.” What it sounds like: What you say: When you know the persons name:

216. Weekly Activity Plan Week Commencing…………………….. Prospecting Prospecting Prospecting Prospecting Prospecting Friday Thursday Wednesday Tuesday Monday After Tea After Lunch After Coffee When I get in

217. Why Prospects Never Call You Back

220. Action Planning

222. 3 Powerful Ways to Increase your Business

227. Know Your Targets

231. Make Time For Your Work

232. The Priority Matrix B A C high low high low importance urgency

233. The Priority Matrix Strategic Crisis Development Critical Ditch Distractions DND Reactive high low high low importance urgency

234. The Priority Matrix Strategic Crisis Development Critical Ditch Distractions DND Reactive high low high low importance urgency 20% 80%

240. Review of Objectives

241. Close

248. Cognitive Diss onance Vision Current Reality

249. Consultative Approach Knowledge of Problem Knowledge of Solution Low Hi Hi NO GO AREA Start here Don’t assume you know what the solutions are. Don’t assume you know what the problems are. Situation, problems, implications Solutions Gameplan and effective communication 1. Consult 2. Resolve