The 4 Stages Of Development1. Unconscious incompetence

2. Conscious incompetence

3. Conscious competence

4. Unconscious competence

Listening

29.7.15. Meeting etiquette 2

We havetwo ears

andone mouth

so that we can

listen twice as much as we speak

- Epictetus

Developing our listening skills

29.7.15. Meeting etiquette 3

Passive

Stay silentPositive body languageEncouraging wordsTaking notesUnbundling – clarificationReflecting – sensitive to signals/draw outSummarising

Active

You never get a second chance to make a first impression.

First impressions

29.7.15. Meeting etiquette 4

Getting it right is vital.

Wise words (Oscar Wilde)

29.7.15 Meeting etiquette 5

‘ There are no impertinent questions.

There are only impertinent answers.’

Types of question – the basics

29.7.15. Meeting etiquette 6

A. Broad Open (uninfluenced) Questions which leave direction of answer to the client

(WHAT, WHY, HOW, WHICH, WHO, WHEN, WHERE)

B. Progressive Open (influenced) Questions which lead towards identifying specific needs and wants

(WHAT, WHY, HOW, WHICH, WHO, WHEN, WHERE)

C. Closed Questions which pinpoint needs and wants precisely

Definition:Controlling and directing a

conversation to define needs and wants forour propositions

Funnel technique

29.7.15. Meeting etiquette 7

1. Motivate the customer to answer your questions (not just a reason why you are about to ask them.)

2. Broad Open Questions3. Progressive Open Questions4. Closed Questions5. Summary, ‘sweeper’ + checking question.

Funnel technique

29.7.15. Meeting etiquette 8

It’s important that I understand your business circumstances in some detail so that, ultimately, I

can recommend a solution which will be effective for you. Can I therefore start by asking some questions

and making some notes please?

Example motivator

29.7.15. Meeting etiquette 9

A tool for ensuring that the features of our product/service align with the customer’s business drivers and the decision maker’s needs and wants.

Proposition - definition

29.7.15. Meeting etiquette 10

Xxxx customer example

“What we sell is the ability for a 43 year-old accountant to dress in black leather,

ride through small towns and have people be afraid of him.”

Harley Davidson Executive

29.7.15. Meeting etiquette 12

Planning the questions to ask – (pre-call plan)

29.7.15. Meeting etiquette 13

1.• Based on your call objectives and the competition, list the relevant

features, advantages and proofs of your product/service in relation to the customer issues you are seeking to identify.

2.• Decide on the progressive open question that need to be asked to

establish customer needs and wants for each feature and advantage.

3.• Group the questions into broad funnel areas and list the broad open

questions in the proposed sequence.

Structuring a sales meeting (C.H.A.N.G.E.)

29.7.15. Meeting etiquette 14

Chart the objectives and tactics for the visit

Handle

Ask

Note

Gain

Emphasise

and position the opening of the meeting

the questions that define needs and wants for your sales propositions

the answers to the questions and summarise the key issues back to the customer

the customer’s acceptance that you have fully understood the issues

the benefits of your solution and gain the customer’s commitment to the next stage

Presenting your solution

29.7.15. Meeting etiquette 15

1. Refer to the individual needs and

wants from the previously accepted

summary“You said that you

wanted to achieve….”

2. Select the appropriate feature and

advantage of your solution using

relevant proof/s“To help you address this I

recommend….”

3. Emphasis the benefits of your

solution“This means that

you will achieve…”

4. Ask a commitment related

question.“How does that

sound….?”