camp 4:4:3 power session 2: customer service selling

CAMP 4:4:3

Power Session 2: Customer Service Selling

Power Session 2

Slide 2

Customer Service Selling

Introduction

So are you going to think big or small? Are you going to think

limits or no limits? – Millionaire Real Estate Agent

37

Power Session 2

Slide 3


Introduction

Objectives1)Identify the Successful Selling

Zone2)Review the six steps of Customer

Service Selling3)Review what you’ve learned

about Customer Service Selling

37

Power Session 2

Slide 4


CAMP Map

38

Power Session 2

Slide 5


The Successful Selling ZoneExercise

Successful SalesDirections:1. Break into pairs.2. Think about a time when you had a great buying experience with a salesperson. Why was that experience so positive? What did the salesperson do that worked for you? Jot down your ideas.3. Now, think about a time when you had a bad buying experience. Why was that experience so negative? What did the salesperson do that turned you off? Jot down your ideas.4. Share with the class.Time: 10 minutes

39

Power Session 2

Slide 6


The Successful Selling Zone

40

ASKING

PROACTIVEPASSIVE

TELLING

Power Session 2

Slide 7




Pro-Activity/PassivityAsking/TellingThe Balance

41

Power Session 2

Slide 8


Customer Service Selling – The Six Steps

Short-term objective: arrive at one of three major closing points

Long-term objective: develop and nurture a lasting relationship with the customer.

42

Power Session 2

Slide 9


Customer Service Selling – The Six Steps

43

Power Session 2

Slide 10


1. Prepare

Your Goals

Your goals in the Prepare step are to establish and internalize your mindset for success and create a game plan for taking action.

44

Power Session 2

Slide 11


1. Prepare

44

How to Achieve Your Goals

The Mindset

Success-OrientedAction-OrientedResults-Oriented

Customer Service-Oriented

Power Session 2

Slide 12


1. PrepareExercise

The Prepare StepDirections:1. Decide what your “perfect home” would be. Review the descriptions of the six properties.2. Prepare for the sales process with your partner.

Time: 5 minutes

45-47

Power Session 2

Slide 13


2. ConnectYour Goal

Your goal in the Connect Step is to approach an individual in a way that builds rapport and trust.

How to Achieve Your Goal

48

The C’sCuriosity + Commonality + Communication =

Connection *

Power Session 2

Slide 14


Curiosity

1. Stay in Curiosity and Out of Judgment.2. Break the Ice with FORD.

Family & FriendsOccupation Recreation Dreams

2. Connect

49

Power Session 2

Slide 15


2. Connect

Commonality

1. Dig Deeper.2. Focus on Commonality, Not Selling.

50

Power Session 2

Slide 16


2. Connect

Communication

1. Listen and Observe.

2. Acknowledge You Understand.

3. Adapt Your Style.

51-52

Two Types of PeopleRelationship-Oriented

Task-Oriented

Power Session 2

Slide 17


2. Connect

Connection

Once a connection is established, it can always be strengthened—it’s an ongoing process.

53

Power Session 2

Slide 18


2. ConnectExercise

The Connect StepDirections:

1. Pick a partner (preferably someone you do not know).

2. Strike up a conversation with your partner using the skills you learned to connect.

3. Complete the self-check to assess your connection skills.

Time: 10 minutes

53-54

Power Session 2

Slide 19


3. Consult

Your Goal

Your goal in the consult step is to identify the needs, wants, and values of your customer so you can deliver exceptional service.

55

TruthGreat salespeople ask great questions.

Power Session 2

Slide 20


3. Consult

How to Achieve Your Goal

Identify…WantsNeedsValues

56

Power Session 2

Slide 21


3. Consult

Discovering Wants, Needs and Values

57

Power Session 2

Slide 22


3. Consult

What about ____ is important to you?

58

Power Session 2

Slide 23


3. Consult

59

Power Session 2

Slide 24


3. ConsultExercise

The Consult StepDirections:1. Question your partner to uncover what they are looking for in a candy bar. 2. Make notes on your assessments of their wants, needs, and values. Choose the property that you feel will best suit them. Keep

your choice a secret!!Time: 10 minutes

60

Power Session 2

Slide 25


4. Present

Your Goals

Your goals in the present step are to first validate to the customer who you are and what you can do and then demonstrate how what you can do is of benefit to them.

61

Power Session 2

Slide 26


4. Present How to Achieve Your Goals

Features vs. Benefits

62

TruthCustomers don’t care about what you can do;

they care about what you can do for them.

Power Session 2

Slide 27


4. Present The 1-YOU Principle

62

I-YOU PrincipleAny time you make an “I” statement, follow it with

a “YOU” statement.

Power Session 2

Slide 28


4. Present

ExerciseThe Present StepDirections:1. Create a list of the most relevant benefits of

the home you picked for your partner.2. Without saying the name of the property you

picked, present its benefits to your partner. Time: 15 minutes

63-64

Power Session 2

Slide 29


5. Agree

Your Goals

Your goals in the agree step are to identify and agree on solutions that meet your customer’s needs, set mutual expectations about how you both will conduct business, and make a commitment to work together.

65

Power Session 2

Slide 30


5. Agree

How to Achieve Your Goals

65

Four Steps to an Agreement1. Identify Solutions2. Check Customer Commitment3. Set Mutual Expectations4. Ask for the Order

Power Session 2

Slide 31


5. Agree

1. Identify SolutionsIdentify the issues again and then identify possible solutions to resolve these issues.

2. Check for Customer CommitmentUse trial closes to protect the trust bond.

66

• What other questions or concerns would you like to discuss?

• Are there any other services you need?• What do you still need me to explain?

Power Session 2

Slide 32


5. Agree

3. Set Mutual ExpectationsOnce you have agreed that your service is the solution to meet the customer’s goals, identify what you need from each other to promote a successful working relationship.

4. Ask for the OrderTo ask for the order—just ASK!

67

Power Session 2

Slide 33


5. Agree

ExerciseThe Agree Step1. Explain to your partner why you feel the

property you picked is their perfect solution.2. Use trial closing questions.3. Make sure you are clear about what your

partner expects.4. Finally, ask for the order—reveal the property

and ask whether this is the property they’d like to own. If they say yes, you’ve made the sale!

Time: 10 minutes

68

Power Session 2

Slide 34


6. Serve

Your Goals

Your goals in the Serve step are to regularly communicate with the customer and deliver the expected results.

69

TruthGreat customer service is not enough. You

must also deliver results.

Power Session 2

Slide 35


6. Serve

70-71

SUPER ServiceSUPER Service: Sincerity – Search for the win-win. Understanding – Focus on needs, wants, and values. Predictability – Deliver what is promised and expected. Exceptionality – Provide the extraordinary and

uncommon. Responsiveness – Respond quickly and reliably.

Power Session 2

Slide 36


6. Serve

ExerciseThe Serve StepDirections:1. Assess whether the property you picked for your

partner is what they wanted.2. If the property is not what they were hoping for,

see if you can rectify their disappointment. Time: 10 minutes

72

Power Session 2

Slide 37


Review of Customer Service Selling

73-74

Let’s recap the six steps of Customer Service Selling.

Power Session 2

Slide 38


Summary

75

This chart compares the KWR Customer Service Selling Model to other industry

models.

Power Session 2

Slide 39


AssignmentsPower Session Assignments1. Review the list of people you know that you

generated after the last Power Session. Add any additional people you have thought of or met.

2. Observe the sales process in action. Go to a store, car dealership, etc. and take notice of the sales process they use. Compare it to the six steps of Customer Service Selling. Be prepared to discuss your observations during the next Power Session.

76

Power Session 2

Slide 40


Assignments

Ongoing Assignments1. Implement 10:5:15:5 TODAY!

a) Collect 10 business cards.b) Make 5 phone calls.c) Send 15 notes or letters.d) Preview 5 homes.

Review the job aid Achieving 10:5:15:5 Daily and Know Your Inventory for ideas on how to accomplish this.

2. Review the Support Team Worksheet in your Tool Kit. Fill in any new people you have identified. Think about how you will locate the other individuals.

76

Power Session 2

Slide 41


Assignments

Something to think about…

How will Customer Service Selling affect your real estate business practices?

76

Power Session 2

Slide 42


We have talked about…

1) The Successful Selling Zone2) The six steps of Customer Service

Selling

sum

camp 4:4:3 power session 2: customer service selling

Documents

customer service selling2

customer service selling1

steps43power session

minutes39power session

goalspower session

goal48power session

connect49power session

successful selling zonereview