communicate powerfully onstage, in person & over the phone - michelle villalobos custom...
TRANSCRIPT
with
Michelle Villalobos(vee - ya - low - bos)
COMMUNICATE POWERFULLY(Onstage, Over The Phone & By Email)
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Objective: To communicate so effectively and so compellingly that people say “YES” to you - no matter
what you’re asking!
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“Any time you're persuading someone to come around to your way of
thinking, that's selling. Any time you're trying to get someone to take up your cause, that's selling. Any time you're attempting to change attitudes
and behaviors, that's selling.”- Laura Braithwaite
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Why peopleBUY (or buy IN)
Relevance
SolutionConfidenceSelf-
Interest
Relationship “Other”
Trust Like
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Humana Care Plus
To do:- Could I interview a few agents beforehand (about 2 weeks out)? Find out specific challenges, strengths,
etc.
I. OBJECTIVE: For the Care Plus agents to develop concrete, applicable skills for building rapport,
referrals and sales.
III. CONTENT OUTLINE
1.Art Gallery Story - 10 minutes. Objective of the story:
a. Establish Michelle a credible expert.
b. If you can sell one thing, you can sell anything.
c. It’s not about WHAT you’re selling but rather about WHO you’re selling and to WHOM – you’re selling
youself to your audience
d.Sales is about developing relationships with people, developing relationships with people is furthered by
understanding what drives different people.
e.To understand what drives people, you need to be able to read personality preferences. This is the lead-in to
personality type.
2. Icebreaker & Personality Type Exercise (45 minutes)
a. Handedness Exercise (to establish that preferences can be influence by environment and hence are
not “destiny”)
b. Activity - divide room into 4 parts: Director, Promoter, Analyzer, Nurturer
c. Discuss - and get to know each other (this part is a lot of fun)
i. How do cross-type conversations/relationships go?
ii. Similar type?
iii.Challenges?
iv.How to adapt?
d. So, the secret is to learn how to read people and adapt to their needs.
3.The Brain & Decisionmaking 101 (15 minutes)
a. Left vs. Right Brain selling
b. Mirror Neurons
c. Body Language
d. Eye Contact
4.Storyselling 101 (30 minutes)
a. Personality Type & Story Selling - Back to the Art Gallery story, what would each type value? How
to sell to each personality type?
i. Director - uniqueness / scarcity / value / future value / snap decision / “I’ll think about it” =
you’ve lost him
ii. Promoter - the story / excitement / Whoopi Goldberg / get caught up in the moment / VIP
iii.Analyzer - print runs / process / lithos / historical value - “I’ll think about it”
iv.Nurturer - what artists is like / understanding the “meaning” behind each / feeling the right one /
channeling Picasso / her parents
b. What if you had to sell without any brochures, numbers, statistics or “FACTS” of any kind?
c. The elements of a great story.
d. Activity - Your best stories - share / topics to consider:
www.MichelleVillalobos.com
(888) 531-3830 [email protected]
Whole Organization Workshop Guide
Intro
Purpose of the WOW: To create a shared database of beliefs, values, andknowledge so that Go To Marketing can develop a strong and focused marketing plan.
I. Who - Who are the people who work here? Or - Who are the people we serve?II. Why - PurposeIII. What - the offeringIV. How -V. Where/When - priorities
We will get through WHO, WHY, WHAT and keep track of the HOWs for owners toaddress with operations. We will use this as the big picture to formulate a discussion of a plan that fits the purpose, mission and principles of the company.
Part One: Set objectives
I. Who? A.Who are the stakeholders? B.To whom does the success of this business matter?C. What does each of these groups want?
II.Why?A.What is our PURPOSE?B.What VALUES do we hold dear?
III.Put it all together = Mission/Principles/Values
II. What? A. What is the BUSINESS?B. Where is the opportunity?C. What are the challengesD. SWOT Analysis
III. How?A. The BrandB. Marketing - how to drive business?C. Where is the opportunity?D. What is the plan?E. Who will execute?
www.MivistaInc.com | MIVISTA Business Skills Training | (888) 531-3830
ELC “The Perfect 10 in Sales: Part II - The Next 10 Minutes” Agenda/Outline/Script
Setup:1. Computer - Star Trek Video, Austin Powers Clip2. Flip Charts & Easel3. Markers & Notecards4. Notecards with instructions5. Markers for boards
Objectives: • To help members learn to network more effectively• Initiate contact with strangers• Establish rapport quickly• Tailor approach to the person they’re talking to
• Develop active listening skills• Have a focus• Understand the elements of building a relationship:
TrustBe interested, not interestingRespect (courtesy, etiquette)Focus on what you can give, how you can benefit the other (you can only do this if you understand their need)
I. 11:30 am to 12:00 pm: Meet, Greet & Observe (anonymous observations for discussion later). Watch for:
A. Eye contactB. Phone/b-berry etiquetteC. Clothes, grooming, etc. D. Smiling
E. People standing aloneII. REVIEW PART I: 5 minutesA.What did we go over in Part I? What did you find helpful?
1. First impressions2. Body language3. Shaking hands4. Listener/audience-oriented pitchB. Is anyone doing anything differently or somehow using what they learned?
Mivista Consulting, Inc. ✺ www.mivistaconsulting.com ✆ 305.992.8379 ✉ [email protected]
OBJECTIVE: To engender more collaboration, better customer service and better communication both among and within Y-3 stores nationwide.
APPROACH: A fun, discussion-based, interactive workshop designed to get them (Part One) seeing the “big picture” of how collaboration across stores and among salespeople creates the best possible outcome for all (Part Two) understanding the interplay between their personality type and others, and how it impacts customer service and teamwork, then finally (Part Three) developing self-awareness and skills around interactions with each other and with customers.
PART ONEI. Icebreaker (for Michelle to get to know) - Name + what is your favorite part of working with Y-3? - 10 minutesII.Group objectives / intention-setting - 10 minutes, possible answers:
A.To improve communicationB.ProfitabilityC.GrowthD.CollaborationE.Enjoy work more
III.What is the Y-3 customer experience? - 5 minutes (purpose, to identify that the customer experience depends on the employee attitude and approach)
IV.Collaboration discussion & brainstorming - 20 minutes (purpose, for each individual and store to see that collaboartion helps everyone individually AND to identify ways and initiatives to collaborate more effectively)
A.What is the benefit to each of us if all stores do well?B.How do the stores compete?C.Challenges / obstacles to collaboration?D.Solutions / initiatives for collaboration. How can the stores support each other? (i.e., Sharing merchandise,
customer info, etc.)V.Create an “agreement” out of the above (how we will work together / support each other / etc.) - 10 minutes
A.Capture. B.Get buy in.
PART TWOVI.Personality type - 15 minutes
A.Group typing activity (get up)B. Get into each type’s “head”C.Discuss different types likely responses to certain situations (i.e., stresses)D.Discuss how your type interacts with other types
VII.Working with your type - 30 minutes A.Get into type-alike groups to answer the following questions (need large format paper & markers), then present
1.How do you like to be rewarded for a job well done? 2.What work do you love to do? Hate to do?3.How do you deal with conflict?4.How do you like to be critiqued or corrected?5.How do you express frustration?
VIII.Type Distribution by Store - 15 minutesA.Exercise: try to guage what types you have in your store, plot them on a chart to see if skewed in any specific wayB.How to manage your store’s specific type “footprint”?
PART THREEIX.Dealing with breakdowns (difficult clients / coworkers / personal stuff) - 15 minutes
A.What is your biggest (interpersonal/communications) challenge at work? Choose 2 to share out loud, then do paired share for the rest.
B.What can you do about it? Choose 2 to work on out loud, do paired share for the rest.X.Role Play - 20 minutes
A.Improv-style customer service scenarios to play out: gather challenging situations and choose a few (vote) to play.
Y-3 Workshop OutlineDraft 1
www.MichelleVillalobos.com | (888) 531-3830 | [email protected]
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Questions To Ask
• What are this person’s NEEDS?
• What keeps them up at night?
• How do they measure SUCCESS?
• Who do they ANSWER to?
• How are they COMPENSATED?
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Subtopic
Subtopic
SubtopicSubtopicSubtopic
Subtopic
Subtopic Subtopic
Central Topic
material
material
material
material
material
material
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Put it in order.
WHY WHAT HOW
• Pain Points• Obstacles• Needs/Desires• How it IS
• Strategy• Solutions• Case Studies• How it
COULD BE
• Details• Facts & Figures• Tactics• Options &
Pricing
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http://www.garlikov.com/Soc_Meth.html45
StorySelling for Financial Advisors: How Top Producers Sell (Scott West & Mitch Anthony)
“...If you focus on logic, numbers, reasons and rationale when you [speak], you’re putting half your client’s brain to sleep... [the half that
makes decisions]”
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• Eye Contact• Expression• Attitude• Body Language• Clothes• Neatness• “Props”• Greeting/Handshake• FIT
Key Elements
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“Infractions:” Passive, Rambling, Verbal Filler, Qualifiers, Hedges
“I may be wrong but what if we try a new
approach? I was thinking, you know, maybe we could, um, find a
partner or something, you know to help us grow our mailing list. Maybe I could call a few people that I know. I don’t
know, what do you think?” kie josiuel lk asj kdi ko oudu lki, reit
kci,wii, oieru iyd klkea loi leoop nckeadlfjad ieu loo keuu eioci klle leyuc ckelk lke
as eec eae ree clkj elkj sld fkjds adlk fja....
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Qualifiers & Hedges
onlyjust
you knowreally
in my opinionsort ofkind of
apparentlyI’m not an expert, butI may not be qualified,
butbut
maybeI guess
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“To Be” = Weak
I am (was, will be...)
You are (were, will be)
We are (were, will be)
They are (were, will be)
I am the leader of a team
You are responsible for sales
We are the managers of...
They were helping the kids...
I lead
We manage
They helped
________________
_______________
______________
You oversee sales
_______________
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AchieveAdvanceConductConsultCommitCoordinateDevelopDeliverDesignDefineDevoteEarnEnhanceEvaluateExamineExtendFacilitate
FormulateFulfillForecastGenerateGainGatherHeadHostIdentifyImplementImproveImproviseInfluenceLaunchLeadLobbyMaintain
ManageMarketedMaximizedMediatedMotivateNegotiateObtainOperateOrganizeOriginateOverseeParticipatePerformPioneerPlanPreparePresent
PromotePublishPursueRankUpdateRedesignReengineerReorganizeRepresentRestructureReviseSafeguardSecureSpecifySpearheadStandardizeStrengthen
StructureSuggestSupersedeSuperviseTargetTeach/TaughtTestTrainTransformTranscendUnifyUpgradeUtilizeValidateValueWrite
effective action verbs...
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“One way to grow a list is to
partner with others and offer a benefit in return. I know a few I can call. Thoughts?”
Direct, to the point, assertive (without being aggressive), inviting
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Have you ever noticed?How some people talk like they’re asking a question?
Most don’t even realize they do it?
In flection
RECORD YOURSELF.
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More important to:
•Establish framework
•Interact
•Pause, check for understanding
•Manage your energy level/attitude
•Inflect
•FOCUS
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– Stanford Report, 8/24/2009Study by Clifford Nass, Eyal Ophir & Anthony Wagner
“People who regularly juggle several streams of
electronic information do not pay attention, control their memories,
or switch from one task to another as well as those who prefer to focus
on one thing at a time.”
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More important to:
•Avoid negative emotion
•Prevent lots of back and forth
•Be considerate of who needs to be cc’d.
•Watch out for subtexts
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Let’s meet Tuesday at 2:00 pm.
If that works for you please confirm.
If not, please give me two times either Tuesday or Wednesday afternoon that work for you.
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Use detailed subjects:Important! Read Immediately!!
Hola!
Following-up
The file you requested.
"Confirmed for Tuesday but need to change location to Starbucks” EOM (end of message)
xxxx
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How Do Meetings Go Wrong?
Rabbit Holes
Too LongDrainingSelf-
Interest
Undermining Derailed
No Action
All Talk
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Road MapPrepared by Jessica Kizorek and Michelle Villalobos
August 2011
**Private & Confidential** © Kizorek, Inc. 2011
The Next 90 Minutes
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Copyright Michelle Villalobos, Mivista Consulting, Inc. 2009. All Rights Reserved. To Reprint, Distribute or Repurpose, visit www.MivistaConsulting.com and click “Contact Us”.
www.MichelleVillalobos.com
Or just Google me!
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