data.com connect presents: alen mayer - the secrets of connecting with your clients instantly

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Page 1: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers #2015ConnectCon @connectmembers facebook.com/connectmembers

Page 2: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

The Secrets of Connecting with Your Clients Instantly

Alen Mayer President and CEO of North American Sales Training [email protected] @mayeralen

Page 3: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

•  22 years in international sales and business development •  President of the Sales Association Ontario Chapter •  Voted Number 2 on the list of Top 50 Most Influential People in Sales Lead Management in 2013 •  Author of 7 sales titles, including “Selling for Introverts”, “Introverts in Business” and “Trigger Events – how to find your next customer” •  Blogger - AlenMayer.com voted as top 25 sales blog in the world •  8th worst hockey player in Canada hoping to work my way to being 20th worst in the country

Page 4: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Principles of communication •  Respect your client’s model of the world •  The meaning of communication is the response

you get •  You cannot not communicate •  There is no failure, only feedback •  Resistance is only a lack of rapport •  The more complex the situation is, the more

behavioural flexibility you need

Page 5: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Agenda • How to establish rapport with any prospect, at any moment in time • How to use verbal and non-verbal techniques topersuade • How to speak the same language of your clients’ mind to build deep level of rapport (even over the phone!)

Page 6: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

What is rapport? •  Rapport is a process, not a thing. Rapport is

something we do with another person.

•  Rapport is responsiveness - you don’t have to ‘like’ the other person.

•  If you don’t have rapport, you won’t get your outcome. In any conversation, neither of you will get anywhere until you have established rapport.

Page 7: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

3 elements of rapport

•  mutual attention, where each person is tuning in to the other

•  shared positive feeling - mostly conveyed by non-verbal messages

•  synchrony - people unconsciously respond to each others’ movements and gestures

Rule: If you don’t have rapport, you won’t get your outcome.

Page 8: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Albert Mehrabian’s model

•  7% of the communication is in the words that are spoken.

•  38% of the communication is in the tonality (how the words are said).

•  55% of the communication is in the physiology or body language.

Page 9: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Your medium

•  Emails: only 7% of the communication

•  Telephone: only 45% (7% words and 38% voice tonality)

•  Face to face: all three - words, voice tonality and physiology

Page 10: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

2 Ways of Creating Rapport •  Physical

•  Verbal

Page 11: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Physical way Physical:

•  Matching and mirroring

•  Pacing and leading

Page 12: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Things you can match •  match their body posture •  hand gestures

•  head tilt

•  facial expressions

•  breathing

•  energy level

•  even eye blinks!

Page 13: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Things you can match

•  More impact than the actual words you say.

•  The more aspects you can match, the more effectively you can create rapport.

•  Ask yourself: “What speed is this person running at?” - and match it.

Rule: People like people who are like them.

Page 14: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Pacing and leading Pacing: •  notice how your clients behave, and then you step into

the behavior of the person you want rapport with.

•  pace clients by matching their body movement.

Rule: When your clients move, you move.

Page 15: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Pacing and leading Leading: •  pace for few minutes, then lead and watch if they follow.

•  behavioral flexibility is the key - person with the most flexibility wins.

•  if it’s not working, change your approach - pace them a little slower.

•  shorten this time – then you will be able to lead;

•  keep leading until sale is closed.

Rule: Objections occur when you lose rapport.

Page 16: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Objection! If you lose rapport: •  go back and pace and pace and pace before you lead.

•  Ask: “I feel that something changed. You were here right with me a few moments ago. What changed? Did you think of something that you would like to ask me?”

Page 17: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Objection! Dance with your client: •  pace and pace and pace, and then you lead and lead and

lead.

•  If it’s working, continue with your presentation until the end.

•  If you lose them, stop and pace and pace and pace them.

Page 18: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

How do you recognize rapport? •  You’ll feel it. •  You lead, they follow.

•  Your customers may tell you.

Page 19: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Verbal pacing and phone

•  Same rule: pace, pace, pace, and then you lead.

•  Cold calling works only if you pay attention to your audience and pace them.

•  Adjust yourself to other person immediately.

Page 20: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Verbal pacing •  Voice tone (pitch) - high or low? •  Volume (loudness) - do they speak quietly or loudly?

•  Tempo (speed) - how fast or slowly do they speak?

•  Timbre (quality) - what qualities do you hear in their voice? Clear or husky?

•  Rhythm - a flowing melody in their sentences or do they pronounce their words in a staccato way?

•  Using the same sensory words as them (EEE™ system) •  Talking at the rate they’re breathing

•  Accent is probably best left alone!

Page 21: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

The EEE Representational System

•  Eyes (Visual) •  Ears (Auditory - hearing)

•  Emotions (Kinesthetic - touch)

•  Olfactory (smell)

•  Gustatory (taste) {S e n s o r y

Page 22: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

1.  ‘The movie was really good. The photography was brilliant. You really got a deep insight into the main characters’ minds. The images were memorable, and I would love to see it again.’ - VISUAL

2.  ‘What a strong movie that was! Really powerful characterisation that held your attention. The feelings of the characters really came over. Go and see it whatever you do. It is a hit. You will be riveted to the screen.’ - KINESTHETIC

3.  ‘I’ve got to tell you about this movie. Marvellous dialogue and a terrific soundtrack. The motives of the principal characters came over loud and clear. I like a movie that tells a good story.’ - AUDITORY

The EEE Rep. System - example

Page 23: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

The EEE Representational System

Eye or Visual: ! Memorize by seeing pictures

! Have trouble remembering verbal instructions

! Tend to stand up straight, breathe from the top of the chest

! Prefer to stand back so they can see you

! Interested in whether things 'look good'

! Tend to move, think and talk faster

Page 24: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Ear or Auditory: " Easily distracted by noise

" May think using 'external dialogue'

" Learn by listening

" Can repeat things back to you easily

" Breathe from middle of chest

" Tone of voice very important

" Interested in whether things 'sound right'

" Like to be close enough to hear you

The EEE Representational System

Page 25: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Emotion or Kinaesthetic: I Often talk and breathe slowly

I Respond to physical rewards and touch

I Memorise by doing or walking through things

I Breathe from abdomen

I Interested in whether things 'feel right'

I Like to be close enough to touch you

The EEE Representational System

Page 26: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

How to influence visual clients

Listen to your clients to hear if they use words like: •  Picture, clear, sight, see, light, focus, vision, draw, outlook,

preview, paint.

•  They could use visual phrases like: appears to me; beyond a shadow of a doubt; get a perspective on; in light of; in view of; looks like; showing off; sight for sore eyes; under your nose; up front.

Page 27: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

How to influence visual clients

•  Use visual words with a ‘visual’ person •  “Let me show you what we need to do about it…”

•  Use graphs, pictures, and videos to make your point.

•  Help them see the opportunities in dealing with you and the possible outcomes.

•  Use video communication like Skype and try to avoid the phone; they are known to be poor listeners.

Page 28: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

How to influence visual clients

Questions to ask: •  Can you see what I am saying?

•  Is that aligned with your vision?

Page 29: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

If I could SHOW you… If this LOOKS GOOD…

Page 30: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

How to influence auditory clients

Listen for words like: •  hear, clear, music, rhythm, loud, sound, tell, voice, unheard

of, rumble, tone.

People who prefer this system use phrases like:

•  Clearly expressed; call on; describe in detail; earful; hidden message; hold your tongue; loud and clear; manner of speaking; power of speech; rings a bell; to tell the truth; unheard of; voice an opinion.

Page 31: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

How to influence auditory clients

•  If you want to influence them, you need to talk to them. •  Auditory people can be persuaded by hearing quotes from

satisfied customers.

•  To motivate them, you need to tell them what other clients said about your solutions.

•  Play the audio recording of a testimonial (if you have one).

•  They will not read any written materials. Use the phone as your main tool of communication.

Page 32: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

How to influence auditory clients

•  If you use auditory words with an ‘auditory’ person, it’s easier for them to understand because they don’t have to translate from another system.

Questions to ask are:

•  Do you hear what I am saying?

•  Does it sound like something we can agree upon?

Page 33: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

If I could TELL you… If this SOUNDS GOOD…

Page 34: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

How to influence kinesthetic clients

Listen to words like: •  Grasp, handle, feel, rough, smooth, slippery, hurt,

comfortable, hold, warm, heavy, push.

If you hear following phrases, you are talking to a kinesthetic person:

•  Boils down to; come to grips with; control yourself; cool/calm; get a handle on; get a load of this; get in touch with; hand in hand; hang in there; hold it; hold on; know-how; lay cards on a table; pain in the neck; pull some strings; slipped my mind; start from scratch

Page 35: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

•  give them something to touch or send them something to feel, because they need to touch things.

•  Keep them active by giving them printed materials to read or marketing materials to hold.

•  Try to meet with them face-to-face.

How to influence kinesthetic clients

Page 36: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Questions to ask are: •  Do you feel my concern about this problem?

•  What is your gut feeling about it?

How to influence kinesthetic clients

Page 37: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

If you could GET A FEEL FOR IT… If this FEELS GOOD…

Page 38: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Summary

•  To persuade your clients, your communication needs to be in the preferred representational system of your prospects.

•  If you are not sure what system to use at the beginning, create your message by using a mix of the EEE representational system ‘keywords’.

Page 39: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Practising Rapport •  Notice examples of people in rapport around you. •  Practice non-verbal rapport with strangers.

•  Choose a different aspect of rapport to practice every day.

•  Watch TV. Notice the type of words that people on the TV are using. Listen to the representational systems rather than the content.

•  When that gets too easy, rephrase what they are saying in a different representational system.

Page 40: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Final words of wisdom

•  Each of us has our own unique map of reality.

•  If you always do what you’ve always done, you’ll always get what you’ve always got.

•  The meaning of your communication is the response you get regardless of your intention.

Rule: Sell unto others, the way they want to be sold to.

Page 41: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Alen Mayer, CSP Sales Trainer, Author and Coach

Phone: 647-427-1588

[email protected]

www.alenmayer.com Twitter.com/mayeralen

Page 42: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Thank You Thank You

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Page 43: Data.com Connect Presents: Alen Mayer - The Secrets of Connecting With Your Clients Instantly

#2015ConnectCon @connectmembers facebook.com/connectmembers

Coming Up at 3:00 p.m.

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Bottom-Up Marketing

Presenter: Cyndie Shaffstall Room: Rafael 1

Polite Persistence: The Art of Follow-Up Presenter:

Chris Morra Room: Rafael 2