new employee orientation · 2009-11-17 · everywhere she goes, her clients say, “it’s a...

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2009

THE EMMERICH

GROUP, INC.

PROFIT‐RICH SALES BASICS MORTGAGE AND CONSUMER LENDERS

Roxanne EmmerichThe Emmerich Group, Inc.

www.EmmerichFinancial.com952-820-0360

http://www.emmerichfinancial.com/

Roxanne Emmerich, CEO and Founder of The Emmerich Group, has consulted with half of the nation’s top 1 percent performing financial institutions. She works with banks that are in the top 5 percent and those who want to get there and stay there. New York Times, Wall Street Journal, and Business Week bestselling author, her many books include Profit-Growth Banking, which has been called “the bible of successful business” and Thank God It’s Monday! How to Create a Workplace You and Your Customers Love. . Everywhere she goes, her clients say, “It’s a miracle.” She regularly has results like creating more growth in 30 days than in the previous 10 years combined, doubling customer service scores, attracting more deposits in three months than in the previous five years. Most of her clients have had record quarters and record years through the entire recession using her system. Having run a bank and being on the founding team of several bank holding companies, she brings that knowledge plus her 20-year certified management consultant and three-time Entrepreneur of the Year winner credibility to her clients. Her new book, Thank God It’s Monday!, outlines a system for bringing profits and fun to business. She shows how to create a Thank God It’s Monday workplace with employees on fire and a bottom line that proves it. She uses her Kick-Butt Kick-Off™ strategy to create immediate culture shifts and achieve tangible results. 0A member of the National Speakers Hall of Fame, she is noted by Sales and Marketing Management magazine as one of America’s top 10 most requested speakers for her ability to instill a “bring it on” attitude. She has written hundreds articles and is frequently interviewed by CNN, FOX, and hundreds of publications for her savvy business insights that work! A distinguished alumnus of the University of Wisconsin, Roxanne served as a key advisor to former Wisconsin Governor Tommy Thompson and is Editor-In-Chief of Extraordinary Banker magazine. She is also the founder of The Marketing and Sales Management Boot Camp as well as Permission to Be Extraordinary Summit, an executive breakthrough program run by her company, The Emmerich Group.

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© (2009) Leadership Avenue Press, LLC. All rights reserved, including translation. No reproduction or duplication, whole or in part, in any form or by any means without written permission from Leadership Avenue Press, LLC. Material

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Simple sales process for

premium pricing

Rules of questions:

1. Must have the word “you”

2. Can’t be answered “yes” or “no”

3. No extra words

4. Some of the questions should show the pain of

NOT taking the right action.

Order of questions:

1. “Break Preoccupation with Rate” questions

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2. Situational questions

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3. Needs questions

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4. Relationship questions

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5. Positioning questions

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Unique Selling

Proposition (USP)

USP is the way you yourself from your competition.

Examples Dominos: Fresh, hot pizza delivered in 30 minutes or less, guaranteed. Romano’s Macaroni Grill: Great Italian value with “formal elegance and casual comfort” and a playful delivery.

Red Rust Stopper: Stops rust each time you flush. StepSafe Ice and Snow Remover: Melts ice and snow on walkways in super-low temperatures. USP can be based on anything, including location, hours, price, product approach, celebrity endorsement, delivery approach, etc.

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Three necessities of a

kick-butt USP

1. Customer’s perspective Explain in a single sentence what’s in it for the customer. From the customers’ perspective…

■ Is the message specific about what’s in it for them? ■ Is the benefit obvious and clear? ■ Is the concept clearly unique compared to what your

competitors are offering? ■ If you were a new customer, would the idea be exciting

enough to entice you? ________________________________________________

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2. Dramatic difference

■ Is the difference dramatic? ■ Is your difference evolutionary or revolutionary? ■ Is your difference relevant? ■ Does your difference generate real news? ■ Does your difference create value perceived to be

substantial compared to the cost?

Consider these examples of dramatic differences for vodka (a clear, tasteless, odorless commodity by its very nature):

■ Quadruple-distilled from organically grown grain ■ Made from American grain using four-column distillation ■ Made from Polish rye ■ Charcoal filtered in Belgium’s oldest distillery ■ Distilled in small batches

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3. Reason to believe due to explicit benefit What is explicit benefit? A benefit made believable due to the detail with which it is explained.

Benefit: Durable car polish Explicit benefit: Car polish keeps water beading for 90 days Benefit: Fast car wash Explicit benefit: 60-second car wash

BAD USP GOOD USP Friendly staff City’s top customer service award for three years

running Big selection 24 colors of 52 parts in stock every day

Happy customers Ninety-seven percent of our clients reported they would refer us to a friend

Fast Response within one hour—guaranteed We’re popular Ninety-five percent of Fortune 500 say YES to Sprint

Hours We’re open 7 days a week until 7:00pm each night AND we have a hotline to call after hours

BAD Mortgage USP GOOD Mortgage USP Fast

Accurate

Friendly

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6. Presentation

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7. Closing question:

“Do you have any more questions, or would you like to get started?”

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Take full advantage of our “Executive VIP” Home

Mortgage Package

Yes! I would like to open my “Executive Privilege” checking account.

Please! Order my free checks. I would like check style _____________ starting at

check #________________.

Absolutely! I would like my free Instant Cash and Check card that allows me 24-hour access to my account. I can use it to receive cash worldwide at ATMs and I can make purchases wherever VISA is accepted. Please order my card today!

Of course! I would like to take advantage of a personal line of credit of $________

at a reduced rate of ___ %. This will help me if I wish to write a quick loan to myself when I have a need. My personal line of credit will ALSO cover overdrafts should that be necessary.

Sure, as long as we’re doing this! Let’s look into a Home Equity Line so I can save

taxes on the interest and receive money on this revolving line as I need it. By doing it now, there is no additional cost for . I would like a line of $ ______________.

Pleeeeeease! I would like a quote on my homeowners insurance and a quick review

to make sure I’m not over or under insured.

Thank Goodness! I’d like to take advantage of a quick meeting with the Investment Center to look for opportunities to save taxes, maximize returns, and meet our financial goals most effectively.

Halleluiah! Sign me up for the Internet banking account where I can transfer funds,

make loan payments, pay bills, and look up my account balances any time of any day.

Yee-ha! I’d be thrilled to take advantage of the no annual fee VISA card offered

with the “Executive” mortgage program. How easy it will be to just make my credit card payment by transferring funds easily within the same institution.

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Commitment Form Name: _________________________________________ Date: _________________________________________

1) What ideas and concepts do you feel make the most sense to you? _______________________________________________________________ _______________________________________________________________ _______________________________________________________________

2) List three goals you will commit to as a result of today’s session.

A. _____________________________________________________________ B. _____________________________________________________________ C. _____________________________________________________________

3) Constructive feedback is helpful for all of us to grow. What suggestions do you have for

your organization to improve? As the old saying goes, “Always present them as an ‘opportunity’ instead of a ‘problem’—lest you become the problem.”

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VERY IMPORTANT: Turn this in to the person who invited you to the session before you leave.

new employee orientation · 2009-11-17 · everywhere she goes, her clients say, “it’s a...

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