communication & closing...

COMMUNICATION & CLOSING SKILLS

Program Outline

Communication is a

professionally taught skill Throughout our professional career most of the

training we undertake for our position is based

around hard skills. What is critical for the execution of

those hard skills is our capacity to communicate in a

way that is both effective and efficient in providing a

positive outcome for the business we are in.

What our Communication Skills Program brings to

your team is the capacity to build trust and rapport

through a stronger form of communication.

This program has been designed to provide all

Management levels, BDM’s, SRM’s, Consultants,

Customer Service, Account Managers and

Relationship Managers with the skill to gather all the

information they need during the sales, research or

needs analysis interview and develop tools and

processes to help manage the relationship with their

client.

Communication & Influencing Skills

What this program offers

This program will help establish how to best

communicate their ideas and objectives in a way that

motivates the listeners and distinguishes them from their

competitor.

This module focuses on developing the skills needed to

influence Customer/Client decisions and improving their

CLOSING SKILLS”.

This becomes an important component of their

communication journey. This module delivers the M.E

process of how to present the tailored solution to ensure

a positive outcome and how to close the business.

The M.E section of A.S.K.M.E is where the participants

will go through the process of matching features and

Customer/Client benefits to a set of Customer/Client

needs.

Even the best salesperson will develop their skill from

this powerful program, by changing their whole

perception of what communication is when CLOSING a

sale.



The program will help establish how to best gather

your client’s ideas and objectives in a way that

motivates them to engage at a much deeper level

and articulate their true needs, requirements and

circumstances.

This minimises any misunderstanding; builds the

appeal of your message; and reduces the risk of

people losing interest or getting bored, even when

the information may be technical or unpalatable.

This programs provide participants the opportunity to:

1. Learn a powerful communication process.

2. Taking control of the agenda.

3. Introducing your company

4. Motivating the Customer/Client

5. How to CLOSE with Needs, Features &

Customer/Clients Benefits




Empathic selling vs.

projection selling

Clarity of the client decision

making processes

Empathic listening

Providing value to the

customer through note

taking

Move away from

detrimental learnt

behaviours

Second Stage Objection

Handling, we establish in

this program whether it’s

an objection or a condition

and how this can affect the

CLOSE

Specific phases of a well-

structured meeting and

knowing when to CLOSE

Appealing to clients key

emotional & functional

drivers

Improved client buy-in

when the CLOSING

phase kicks in

Note taking, how to

review and use them in

the meeting to ensure an

easy transition to the

CLOSING

Setting objectives,

strategies, action plans

with the customer/client

once you have CLOSED

In this session we will

develop the skills

necessary to present the

investment

PROGRAM OUTLINE

The A.S.K.M.E Process

Ask questions: understand people’s needs,

requirements, drivers and circumstances.

Seek confirmation: the needs, requirements,

drivers and circumstances are correct.

Knowledge in summary: recognise, identify and

be acquainted with their world from their

prospective through the power of summarising.

Meet needs with a solution, customised to suit the

agreed set of needs.

Ensure acceptance of your solution.

Participants will learn a powerful questioning

technique, which includes a systematic way moving

them to the buying phase. They will learn the skills to

keep the customer engaged and discussing what is

important to them.


Second Dimension

Questioning Skills

Through this program they will be introduced to skills

that deliver the most engaging responses through

their questioning skills.

They will be given a process called Fact, Change

and Opinion, this structure of communication will be

overlaid and integrated into what we call the

funnelling process.

This will give the participant the ability to design and

develop questions that will encourage the

Customer/client to respond form a consequential

point of view, thus giving the participant even

stronger hooks to achieve powerful/positive response

when CLOSING.


PROGRAM OUTLINE

Buyer Modes

During the session we explore the possible pitfalls of

buyer Modes and introduce the participants to

effective ways of dealing with Customer/Client

Modes, Behaviours and language through Advanced

Questioning Linked to those Buyer Modes.

The 5 step Presentation Wheel

Linking the solution to the customer’s needs, the true

meaning and skill required to link Features, Needs &

Benefits and how this process will have the

Customer/Client buy for you!

Presentation Structure:

Restate the need

Product/Service

Features/Proof

Benefit statement

Summary close


PROGRAM OUTLINE

Needs, Features & Customer Benefits

This becomes an important component of the

program following the needs analysis section when

participants will go through the process of matching

features and customer benefits to a set of customer

needs.

Second Stage Objection Handling

We establish in this program wether it’s an objection

or a condition, we review the three step process and

give the participants the skills to deal with three

areas that often affect their ability to manage them.

Why do we get them?

How do we tend to feel?

How do we react?

During the session we will coach and role play

examples that will give them the best possible

chance of handling any objection.


PROGRAM OUTLINE

Presenting the Investment

Many people have not been given the tools or

techniques to present and investment to a

Customer/Client in a positive way without giving

away revenue. In this session we will develop the

skills necessary to present the investment.

Areas to be covered are:

Presenting value

Ways To Reduce Price Resistance Language

Managing price issues

The session will also include ways to present:

The Benefit burger

Split-up

Lowest common denominator

These new skills will take on a very different delivery

process than they have ever seen before. The ability

to manage objections, handle price and second

dimension questioning skills, will be covered in

depth.


Communication & Influencing Skills: Program Outline

The Four Stages of Learning – managing your PAST EXPERIENCE filter systems

Review their current QUESTIONING SKILLS – What are their fact finding abilities like

and how to improve them

Second dimension questioning skills

Understanding buyer modes

Advanced questioning linked to buyer modes

How to present the company in a powerful and dynamic manor

The 5 step Presentation Wheel – A simple process to present their solution

Presentation pitfalls

How to link features and benefits to the solution that meets their customer/client

needs, requirements and circumstances

Stage two techniques of objection handling

Presenting the investment – how to have the customer/client buy from you!!

Ways to reduce price resistance (Language and delivery)

Gaining commitments – The Art Of CLOSING

Effective sales communication

Follow on support tools

There are six ongoing support tools designed to

provide guidance and advice for participants.

ASK-M.E – a simple, practical yet powerful sales

structure that will give you the total control over the

sales process.

Second Dimension Questioning Skills – Allows the

participant to delve deep into customer

requirement to truly gather information in a very

structured manner.

Fact Change and Opinion tool – allows

participants to develop consequential questioning

techniques.

The 5 step Presentation Wheel – The Solution

Circle is a five step process which gives the

participant the ability to present a solution linked

to the Customer/Client needs, requirements,

drivers and circumstances.

.


Follow on support tools

Presenting the Investment – The Price Resistance

tool will show the participants how to deliver the

investment in the best possible light. They will

also understand the complexity and rational

behind the different skills and techniques to

introduce the investment to the Customer/Client

that will achieve the best possible buy in.

Second Stage Objection Handling – is a three

step process which will give participants the best

possible chance of handling any objection and/or

difficult Customers/Clients.

Buyer Modes – Helps establish what the

Customer/Client Drivers are, and demonstrates

what processes and actions are needed to be

applied to gain commitment.


Achievable Outcomes

Upon completion of this program, participants will have:

Understand the fundamentals of advanced

questioning techniques to develop a much deeper

understanding of the Customer/Client’s business.

Be aware of the personal motivations and

expectations of their Customer/Client’s.

In particular, have an enhanced understanding

about the customer’s future business plans,

changes, personal views and opinions.

Have a powerful way of handling customer

objections or just dealing with Difficult People.

Have an understanding on why price objections

arise and will be able to use one of three processes

to deliver the investment.

Have a structured process to make the most

effective and impactful presentation in terms of

benefits to the customer, linked to their needs.


Achievable Outcomes

Conduct a concise and meaningful presentation of

the product features that relate to the customer’s

specific situation and needs, stressing specific

benefits

Ensure that the customer can relate the benefits of

my proposal to their situation and needs

Reduce the likelihood of objections occurring

Describe reasons why there may be resistance to

asking for a commitment

Demonstrate techniques for surfacing and handling

objections

Demonstrate a methodology for objection handling

Demonstrate ability to present price and handle

price issues

Demonstrate the abilities to ask for commitment

related to the CLOSE and next steps

Apply and develop these skills in “real plays” to

ensure they walk away with a clear understanding of

HOW TO CLOSE A SALE.


How We Facilitate

Using a small workshop environment Navig8 will

conduct the session over two days and introduce the

participants to techniques and skills that will change

how they CLOSE a sale.

The session will incorporate strategic interactive role

plays to demonstrate the power behind each of these

skills they are introduced to.

This clarification will support the learning and needs

to be practiced for at least 12 months to stop you

from falling back into old habits.


How We Facilitate

Our role plays will highlight:

Empathic Communication and Non-

Confrontational Selling techniques.

A review of the Four Stages of Learning process.

Interactive sessions allow participants to own the

process of influence.

Buyer Modes and how we need to interact with

them.

Customer/Client Drivers, and demonstrates what

activities can be used to gain commitment and

CLOSE

Second Dimension Questioning Skills the Power

of questioning skills at a completely different level

and learn the psychology behind what motivates

your Customer/Client to make decisions through

communication.


How We Facilitate

Our role plays will highlight:

Listening with the intent to understand – The keys

of language and preferences behind the

customer’s words.

How to utilise the Funnelling Technique overlaid

with the Fact Change and Opinion structure -

which will manage and track the dialogue through

a powerful process.

The importance of knowing your Products &

Services – needs, features & customer benefits

analysis.

When to CLOSE and when to stop talking, we will

demonstrate how often we loose a sale through

talking!


Course Materials

We appreciate and understand important learning

preferences. As such our workbooks are a highly

visual, well structured and design.

We appreciate that the actual material needs to

reflect the type of dynamic content and facilitation

that navig8 delivers.

Your course materials will be in keeping with their

branding as well as deliver a visually appealing

product to ensure these materials stay as an

important and constant referral source.


Program Testimonials

“Thanks for coordinating and leading our Influencing

Skills Workshop. The feedback from the team was

extremely positive and I appreciate the intensity you

brought to the workshops.

As a result of the workshop I’m extremely confident,

with the level of right practice, the ability of the team

to develop and retain external business relationships

will significantly lift. This will flow through in terms of

stronger business outcomes.

I look forward to working with you further and please

do not hesitate to use me as a reference for any

prospective clients.”

Andy Wright,

Head of International and Agency Channels

Testimonials

“St.George Bank has employed the services of

Michael Morgan to deliver communication programs

to its Business Development Managers operating

in the mortgage broking channel.

The programs are:

State and Behavioural change and the Process of

Communication

Business Leverage through Communication.

The delivery by Michael for both programs was

professional, articulate, comprehensive and

interactive. Michael impressed a diverse group of

individuals with his skill in dealing with their

respective abilities in the communications field. The

knowledge imparted by Michael has provided

increased confidence of each of these individuals in

dealing with negative situations and through

improved questioning techniques improved their

ability to better understand the needs of their clients

and close a sale. I am happy to endorse the delivery

of these programs by Michael Morgan to other

sales forces.”

Paul Schultz

CHIEF MANAGER

Mortgage Broker Sales

Testimonials

“I am writing to congratulate you on the great

workshop you ran with our team recently. This was

the second of two workshops you ran over the last 6

months. The feedback so far suggests that many of

the questioning techniques and closing skills are

helping the team open up their dialogue with their

customers. They are getting closer to uncovering

their customers needs and concerns and feel more

confident they will build stronger and lasting

relationships.

Our team are a very experienced groups of sales

professionals. You have earned the trust of a very

diverse and discerning team of people plus gave us

a lot of fun along the way. Thanks once again.”

Marlene Tanner

Business Unit Manager

Testimonials

Michael Morgan successfully facilitated and delivered an

Influencing and Communications skills program to the

Australian Life Insurance national sales team. This

knowledge and capability gap was constructively and

effectively filled. After gaining some feedback post the

program, well channeled energy was then directed into the

implementation of the individual participant’s specific needs.

The sales leadership team identified influencing and

communications as a gap in the sales team’s skills and

desired to have that gap highlighted and filled as a team-

wide exercise at our recent national conference. Navig8 was

selected based on technical expertise, industry knowledge,

briefing methodology and real proficient approach to

delivering an internal specialised training/skills program.

As a result of undertaking the program, which included

quality one-on-one feedback sessions between Michael and

our leadership and frontline sales staff, we are satisfied that

the overall program met the brief. Michael Morgan assisted

with ongoing implementation by passing some of the desired

mentoring and coaching skills to the leadership team which

in turn allows them to continue developing the remaining

sales staff.

Tasso Papachatgis

Chief Executive Officer

Testimonials

Level 12, Suite 5

187 Macquarie Street

Sydney NSW 2000

t +61 2 9233 8878

www.navig8.com.au

171 Gloucester St

The Rocks,

Sydney 2000

P: 9233 8878

communication & closing...

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