Staff Development – Sales Training Part 2

TECHNIQUES & TOOLS FOR EFFECTIVE CONVERSATIONS PART II

Bob BedfordJune 1, 2015

REFRESHER

• What are the 3 C’s of effective communication?– Clear– Complete– Concise

• In your initial meeting, or first half of the conversation, who should be doing most of the talking?– Client, ~80% of time

• What are the three components that are key to successfully opening a conversation?

– Credibility (Prepare)

–Ask (invite them to speak)

–Benefit (of them speaking)

EFFECTIVE LISTENING

Miscommunication NEVER fixes itself!

• LISTEN INTENTLY• VERBAL & NON VERBAL• VARIETY OF QUESTION TYPES

– Open – Cause client to think– Closed – Verify information– Conditional – Take pressure off

• TOOLS TO AID IN CONVERSATION– Prompts

• “tell me more…”• “would you provide some more detail...”

– Playbacks• “what I heard you saying was…”• “to make sure I’ve got this correctly…”

GATHERING NUGGETS: “FAB FIVE”• Current Situation

Job, Relationships, Family, Church, Walk with Christ, etc.

• Ideal SituationIf they had a white board, what’s ideal? Structure, activities, etc.

• Obstacles / ChallengesIs there anything in the way keeping them from full commitment, time/days of the week,

extensive travel, non-supportive partner, etc.

• Past ExperiencesHave them describe what other types of similar groups in which you are/have been involved. In cases where they’ve been disappointing experiences or “less than successes,” explain why….

• Main DriversWhy now? What’s really peaking your interest?Gather as many nuggets as possible before delivering

solution!