Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift Their Account

Why Good Service isn’t Good Enough: Shift Your Mindset…

Before They Shift Their AccountMike Esterday – CEO

Mike Fisher – VP Business Development

Debbie Irving – Master Facilitator

Practical Strategies for Shifting to a Customer-Focused Mindset

5 Critical Dimensions of Sales Success -- that are often overlooked

The “Maximum Multiplier” of Service and Sales Success

5 Actions for Releasing Achievement Drive

5 Questions to Gauge your “level of congruence” for sales success

Tips for Escalating an Attitude Towards Selling

What You’ll Discover

“Good” Service is dangerous.

The Challenge

• 2 in 5 switched after bad experience.

• More than 50% opened or closed accounts/services in past 12 months.

• 40% have similar plans in next year.

A most common reason for opening or closing accounts: “the experience with my financial service provider”.

Ernst & Young Global Consumer Banking Survey Bain Report 2012: Customer Loyalty in Retail Banking

Poor service/problem resolution

High fees

Branches not convenient

Products didn’t suit needs

Poor rates on credits/deposits

Reasons for Switching

Booz & Co. Small Business Banking Customers An Attractive Segment for Organic Growth

43%

38%22%

20%

15%

Increased and changing regulation

Reduced income and profitability

Commoditization of products

Increased customer churn

Lower trust from consumers

5 Reasons This Topic is Important

Shift YOUR Mindset…

Before CUSTOMERS Shift

Their Business.

What does “shifting a mindset”mean to you? New skills and competencies

New way of thinking

Deeper understanding of my customers

All of the above

Three Different Mindsets

Focus

TransactionProduct

Customer

Objective:

Make the sale or close the deal

Focus:

The immediate task

Transaction Mindset

Objective:

Demonstrate the features

Focus:

Explain the offering

Product Mindset

Objective:

Identifying need and fitting the product to the need

Focus:

Gaining custom rapport

Customer Mindset

Shifting Your Mindset

Transaction or Product

Credit Card

Free Checking

Shorter Lines

Finance Loan

Reduced Rate

Customer-Focused

Reduced Risk

Credit Security

Free of Worry

Convenience Financial Health

What is your (or your team’s) sales mindset? Transaction

Product/Service

Customer

The “RIGHT MIND” set

Product or Transaction

Focus

CustomerFocus

Focusing on the Customer is Step 1.

But there’s another kind of Mindset…

What causes salespeople to

SELL WELL?

Reaching Sales Potential

0

10

20

30

40

50

60

70

Of all salespeople reach high sales levels

Sell at different degrees of acceptable performance

Produce unacceptable sales volumes20%

60%

20%

What makes one salesperson more successful than the next?

Product Knowledge

Selling Skills

Achievement Drive

A person’s

attitudes, beliefs and

values have more to

do with the level of success than knowledge or skills.

Success Factors

Knowledge & Technical Skills

Attitudes, Values, Beliefs, Motives

and Achievement Drive

15%

85%

Sales Congruence Model

View of

Selling Commitment to

Activities

Values

View of Abilities

Belief in

Product

Congruence

™

View of Selling

View of

Selling

View of Selling: the OTHER Mindset

Our view of selling is what we think selling is.

Do we see selling as a process of convincing people to buy?

Or do we see it as identifying and filling needs people have and creating value for them?

Where does a

person’s view

of selling

come from?

How Media Defines Selling

• Negotiating to Win

• Closing Tricks

• “Probing for the Gold”

• The Million Dollar Question to Ask

Today’s Typical “Sales Training”

…an

internal conflict

arises.

When salespeople are asked to do selling activities that conflict with their values…

• Views selling is a noble profession

• Focuses on creating value

• Is paramount to long-term success

• Strengthens confidence and energy

• Removes fear and barriers

5 Traits of a Healthy Selling Mindset

INTEGRITY SELLING®Identifying needs

Filling needsCreating VALUE

Positive View of Selling Makes a Difference

I feel it's really a look internally to understand the deeper inner emotion of selling and why I feel good about it or why I feel bad about it and really looking towards improving on those feelings, rather than selling widgets. To me that really helps somebody be a lot more comfortable with the terminology of selling and it allows them to connect with people in a whole different way.

Why we really like the Integrity Selling process is…once people understand the process, they realize it’s doing it in a way that's very much focused on the customer, in getting them what they need, what they want, and making sure we do it in a way that gives them value.

Certified Integrity Selling Coach

and Trainer

International Financial Company

Positive View of Selling Makes the Difference

“Most of the people who’ve gone through our Integrity program said, ‘Oh, that’s what selling is? Really? It’s just me serving my customer, sharing my knowledge and experience, helping them get the right product and service, or solve their problems? Hey, I can do that!’ I’ve really seen a lot of success with that. And giving them a system that works, that’s comfortable, that makes sense -- really helps them succeed.”

View of Abilities

View of

SellingView of Abilities

Do I have what it takes to be successful at what I believe selling is?

What’s possible for me?

What’s possible for me to earn?

What level of life rewards is possible for me to enjoy?

Or NOT possible….

Salespeople Ask Themselves…

Expanding Belief Boundaries

..X

...

. ..

.

Expanding Belief Boundaries

..X

...

. ..

.

Actions

Feelings

Behaviors

Abilities

..

....

.

Most salespeople’s results

tend to be consistent with

their unconscious beliefs.

Area of the

impossible

Expanding Belief Boundaries

....

. ..

.

.

...

.

.

..

.

Actions

Feelings

Behaviors

Abilities

View of Abilities

They were unaware that they had the ability to have a conversation with their members. Having three successes is basically all it took. Every time they would have three successes you would see their confidence grow, and then they would let me know, “Guess what I did? I can do this.” It was just amazing to watch them grow and know that they can.

Graduate of Integrity

Coaching

Organizationally, most of our business development associates are meeting or exceeding their production goals YTD.

View of Abilities scores up

15%

Values

View of

SellingValues

View of Abilities

Values

The Downward Spiral

When salespeople don’t value satisfied customers, customers don’t value salespeople.

When customers don’t value them, salespeople can’t experience self value.

When salespeople don’t experience self-value, they produce less.

When they produce less, salespeople change jobs more.

When salespeople change jobs more, they never achieve higher levels of success.

Values Impact Success

President & Chief Operating Officer Rob Stephenson credits Integrity for helping First Dakota

“Integrity and values are very important to First Dakota management…Employees agree that living their values increases the confidence of customers.

The thought that we’re truly wanting to do the right thing for the customer makes it easy for us to sell products. It’s not selling the product of the month -- it’s selling what the customer needs at this moment in time.”

Commitment to Activities

View of

Selling Commitment to

Activities

Values

View of Abilities

Rejection

Unhappy Customers

Perceived Skill Gap

Value Conflict

Doubt Results

View of Activities

Value for Customer

Confidence

Pride in product

Value Fit

Believe in Results

Belief in Product

Congruence releases energy

and achievement drive.

Gaps create conflict

and disengagement.

View of

Selling Commitment to

Activities

Values

View of Abilities

Belief in

Product

Congruence

™

Expend more determination

Exhibit more confidence

Feel more compelled to create value

Feel “professional”

Sell more!

Positive Belief in Product

Congruence

Gaps create conflict

and disengagement.

View of Selling

Commitment to

Activities

Values

View of Abilities

Belief in

Product

Congruence

™

Congruence releases energy

and achievement drive.

Three Mindsets

Transaction

Customer

Product

FOCUS

Mindset Meld

Customer

Commitmentto

Activities

Values

View of Abilities

Belief in

Product

Congruence

™

View of Selling =

Customer Focused

Practicing a customer needs focused mindset increases

SALES CONGRUENCE… which impacts sales success.

Gauge Your Level of Congruence

To what degree do you…1. Believe selling is identifying and filling

needs people have, and creating value for them beyond their cost?

2. Believe you have the necessary knowledge and skills to be successful?

3. Have strong customer-focused values that guide your selling behaviors?

4. Enjoy doing all the activities that are necessary to experience high levels of success?

5. Have passion for your product and the value you can provide customers?

Focus on value.

Stretch belief boundaries.

Follow a sales process.

Use a common language.

Leverage skills and product training.

Commit to productive activities.

Tips for Escalating a Positive View of Selling

The Maximum Multiplier

Knowledge + Skills + Experience

( (

X ACHIEVEMENT DRIVE

=Service & Sales Success

Achievement Drive Latent potential power we all have

Released relative to the intensity of your inner beliefs

• Causes persistence

• Drives you to learn

• Motivates skills development and goal achievement

Congruence Releases Achievement Drive

Congruence releases energy

and achievement drive.

Gaps create conflict

and disengagement.

View

of

Selling Commitment

to

Activities

Values

View of

Abilities

Belief

in

Product

Congruence

™

1. Set realistic, exciting goals.

2. Create a high desire/passion.

3. Visualize success.

4. Draw rewards.

5. Associate with positive influencers.

5 Actions for Releasing Achievement Drive

Your success is based on your ability to change faster than your competition, customers, and business.

A Shifting Mindset

Want to Learn More?

• View recording (video & audio)

• Request copy of slides and two free white papers

• Training industry leader for 45 years

• Trained over 3,000,000 people from

130+ countries in all types of industries

• 200+ leading financial institutions as clients

• Tailored solutions that improve customer service, sales,

and coaching cultures for banks, credit unions, insurance

and other financial organizations

• Proven behavior change process that gets results

About Integrity Solutions

Contact Integrity Solutions at 615.385.2246 or visit us at

www.integritysolutions.com

Thank you