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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
