Professional Selling Back to the Basics Webinar 2015

Professional Selling

Back to Basics: Lessons From Mystery Shopping

Brought to you by:

Moore Diversified Services

Presented by:

Roy Barker

Presentation Date and Time:

June 25, 2015

1:00pm – 1:30pm CST

Contact Information:

Roy Barker

[email protected]

(817) 925-8374

Thanks For Joining Us Slightly Different Format

30 Minutes If no time for questions you may email me directly at roybarker@m-d-

s.com Please take a moment to complete the two-question survey at end of

presentation

Today’s Outline Who is Moore Diversified Services Who is Roy Barker Shift in Focus The Beginning The Middle The End

10 Must Do’s For Community Call Takers – July 21, 2015 1:00pm – 1:30pm CDT

MOORE DIVERSIFIED SERVICES WWW.M-D-S.COM ROY BARKER [email protected]

Moore Diversified Services National Full Service Boutique Consulting Firm Specializing In Senior Living and Healthcare both For Profit and Not-For-Profit 40+ Years of Experience Services Offered:

SWOT Analysis and Strategic Planning Operational Analysis/Benchmarking Marketing Analysis, Mystery Shopping, and Tactical Planning Employee Turnover Analysis and Retention Strategies Investment/Financing Advisory Services Lender Due Diligence Market/Financial Feasible Studies and Proformas Key Metric Monitoring “Shared Executive” Retainer Agreements MOORE DIVERSIFIED SERVICES WWW.M-D-S.COM

ROY BARKER [email protected]

Roy Barker, Director-Special Projects Over 15 years in the industry with MDS Education

BBA – Finance MS Gerontology – Long Term Care, Housing, and Services for the Aging Pursuing MS – Marketing and MS – Industrial and Organizational

Psychology Service

Dallas Area Agency on Aging Advisory Board Former Volunteer Long Term Care Ombudsman State of Texas Member Senior Living Round Table – Dallas and Boston

Specialties Operations Marketing Employee Retention Training/Coaching


Shift in Focus Needed/Underway

• Transactional Selling to Relationship Building

• Sales has gotten a negative connotation

• Relationship Builder/Coordinator

• Every Employee Should Be Part of the Movement

• Collaborative Effort – Prospect, Family, Other

• Slow Down and Be Genuine


Senior Living Consumer 2015• Smarter• More Demanding• Resourceful • Access To And Use Internet• Some Have Had Parent In Senior Living• Have Many More Options Than Before • Will Not Self Identify and Want To Maintain Lifestyle • 80% Will Have Researched You and Competition Online• Most Likely Will Know Your Competition Better Than You


The Beginning • The Call Taker

• Friendly• Noise Free• No Distractions• Knowledgeable

• The Greeter• Easily Seen• Friendly Smile• Knowledgeable• Not a gathering Place


The Phone Call• Know Who’s Available and Where They Are

• Have a Back Up Plan, And A Plan C, And A Plan D

• Speak Slow and Deliberate, Not in a Rush

• Provide Information When Transferring a Call

• Scheduling Tour – If AppropriateMOORE DIVERSIFIED SERVICES WWW.M-D-S.COM ROY BARKER [email protected]

Good Questions To Ask• Name and Age of Caller• Name of Prospective Resident• Time Frame• Special Issues• Hobbies And/Or Interest• What Does “A Day In The Life” Look Like• Desired Means of Communication• What Brought You In/Made You Call Today• Where Did You Hear About UsMOORE DIVERSIFIED SERVICES WWW.M-D-S.COM ROY BARKER [email protected]

First Impressions

• Only One Opportunity to Make a Great One

• Start At Curb Appeal

• Get All Employees Involved

• Sign In Lobby Welcoming Guest



The Middle• Have Collateral and Have It Ready• Have Someone Available For Tour• Offer a Meal To Prospect and a Friend/Family Member• Hold Other On-Site Events – Mixers, Seminars, ETC.• Again – All Staff Involved• Don’t Perform an Information Dump• You Can Direct Conversation Through Questions• Don’t Over Do It – Slow Down• Still Need To Overcome ObjectionsMOORE DIVERSIFIED SERVICES WWW.M-D-S.COM ROY BARKER [email protected]

Information Gathering

• Probing Open Ended Questions• Listen For Cues• Meet Prospect Where They Are At In Process• Cant Shoehorn Everyone Into Same Community• Don’t Be Afraid To Say “We’re Not A Good Fit”• Really Listen – Be Genuine • Always Assume Other Issues Present


Be The Collaborator

• Match Caller/Visitors Voice Level, Speed, Cadence• Highlight the Lifestyle Not Real Estate Features• Highlight Community’s Solution To Inquiry Trigger• Tours Should Be Considered Demonstrations• Be Transparent and Really Interest, Make a Friend• Consider Home Visits• Remember We Generally Buy From Those We Like• Slow Down the Pace, Take Time To Build Relationships


Other Reminders• Don’t Use Big Words or Industry Lingo• Identify Decision Makers As Soon As Possible• Make Sure Decision Makers Are Involved• Ask The Tough Financial Questions• Printed Material In Larger Font and Not Cluttered• Remember Your Roll As Collaborator• This Is An Emotionally Charged Decision

• Prospects• Children• Other Family and Friends


The End• Make Sure There Are No More Questions• Thank Them For Their Time• Set Next Step, If Any• NEVER Assume You Will Close First Visit• You Will Not Close Everyone• When You Do Close – Quit Talking!• Ask For Referals• Follow-up

• Recap Situation • Not Sales Related Issues • Even if Moved-In Else Where

• FOLLOW-UP!!!!!


Trust But Verify

• Call Your Own Community Frequently

• Have Others Mystery Shop You• By Phone• In-Person

• Hold Informal Refreshers For Everyone's Task

• Praise and Reward Employees For Their Help



Join me for our next webinar

10 Must Do’s For Community Call Takers

July 21, 2015 1:00pm to 1:30pm Central Time

Questions or Comments?If you have questions or comments

Please feel free to email or call Roy Barker at:

[email protected]

(817) 925-8374

Also, please complete the two-question survey following presentation. Thank you!


Documents

Professional Selling Back to the Basics Webinar 2015