smart sessions solving client problems +44 (0) 1926 859 060 helping the client reach a solution...
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SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
helping the client reach a solution
Solving Client Problems
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
style
fast paced overview hints and tips slides on-line short exercises discussions
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
topics
Listening skills
Situational analysis
Understanding the stakeholder
Generating Options
Making winning recommendations
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
Listening styles
E Empathy
I Information
RRecommendation
C Critical
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
awareness
knowledge
liking
preference
conviction
purchase
Buying Steps
‘Selling’ is helping people to move through the
Buying Steps
Listen so you can understand what step
they are at
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
the trust scale
• trust is key to helping the client to open up
• how quickly can you get someone you don’t know to trust you?
• what are the techniques?
0 100
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
building a relationship
=TRUST
likecompetence +
RELATIONSHIP means TRUST
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
problems and solutions
situation analysis
recommendation
outline plan
options
risk analysis
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
causes & symptoms
it may be more economical to address a symptom than address a cause
if you address a symptom timetable when you are going to address the cause
QA
Quality
Management
QC
situation analysis
recommendation
outline plan
options
risk analysis
permanent, may be expensive temporary, may be cheaper
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
gathering information
make sure you are dealing with facts (numbers)
establish facts / numbers in categories of Certainty
measure where it is economically rewarding to do so
probing questioning: use what where when how why
never accept the first answer you get
situation analysis
recommendation
outline plan
options
risk analysis
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
Understanding Stakeholders
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
managing stakeholders
Network, develop a relationship, make them feel important
Report to them (Situation, Problems Resolved, Innovations, Next Steps)
Give them an input into the final solution Match client levels in the organisation
(senior to senior)
time canvassing stakeholders can shorten the sales time considerably
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
stake holder analysis
Stakeholders influence buying decisions
Identify Stakeholders Judge their attitude and
influence Plot them on the crosswire Devise tactics to deal with
them
Influence
Attitude
High
Low
Against For
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
option generation
brainstorm
mindmap
analogy
situation analysis
recommendation
outline plan
options
risk analysis
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
Winning Recommendations
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
worries of the decision maker
Are you credible? Can you really meet the deadlines? Will it work? Is it worth it? True Cost? / Actual Cost? Will I always get to work with you? How long will it really take? How much other work will it generate? Can I sell this idea internally? How will it impact the business and me?
people buy if there is no risk
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
putting your case
NUMBERS not opinionsthe current situation is
the impact is
the options are
the way forward is
short and long term
no change, big change, small change
low risk and assess progress
SMART Sessions
Solving Client Problemswww.goodfoot.co.uk+44 (0) 1926 859 060
structures for documents
introductionproblemoptionsrecommendationsrisksaction to prevent risksnext steps
introductionbackgroundcurrent issuesfuture issuesoptionsnext steps
introductioncurrent situationdownsideoptionsrecommendationbenefitsnext steps
informative persuasive