Sales Concepts and Apps

Trust and Service in Sales

Trust

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Trust is the basis for all relationships

Jeffrey Gitomer

Trust-Based Selling

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Principles of Trust-Based Selling

• Buyers do business with people who genuinely care about them.• Customers screen providers and choose someone they trust when they buy.• "Trust-based selling" focuses on the buyer's needs rather than the seller's needs.

Trust-Based Selling

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Principles of Trust-Based Selling

• Trust-based relationships add value by reducing costs and increasing revenue.• The building blocks of trust are client focus, a spirit of collaboration, long-term perspective and transparency.• The five steps of trust creation are "engage, listen, frame, envision and commit.“ • Some people, industries or firms are more open to trust-based relationships.

Trust-Based Selling

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Principles of Trust-Based Selling

• If winning is your main objective, you will sacrifice other benefits such as higher long- term profitability.• If you use trust as a sales strategy, you will appear insincere and devious, and you'll be less effective.• Companies reduce risk by using structured purchasing procedures..

Trust-Based Selling

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The Two Steps of Purchasing

Trust-based selling requires you to develop your customers' trust through

your actions.

 Trust-based relationships add value by reducing costs and increasing revenue.

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Trust-Based Selling

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Trust 101

The Four Building Blocks of Trust

1. Client Focus  2. Collaboration

3. The Long-Term View4. Transparency

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Trust-Based Selling

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The Five Steps of "Trust Creation“

1. Engage2. Listen3. Frame

4. Envision5. Action

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Trust-Based Selling

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Consider the Pitfalls

“The Elevator Speech”

The Problems with the ABC’s

Invest a Little Time

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Trust-Based Selling

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Winner May NOT Take All

Negotiating from Trust

An Attitude Adjustment

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Trust-Based Selling

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Buyers Beware

You Can’t Measure it

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The Speed of Trust

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The One Thing That Changes Everything- Stephen Covey

• The “Four Cores of Credibility” are integrity, intent, capability and results. • The “13 Behaviors” are ways to act that express and develop trust. • Trusting others is a way to build trust, but trust is not gullibility. Exercise good judgment when you decide whom to trust and how much.

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The Speed of Trust

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The One Thing That Changes Everything- Stephen Covey

• Trusting others is a way to build trust, but trust is not gullibility. Exercise good judgment when you decide whom to trust and how much. • You can repair broken trust and make it even stronger than the original trust. • When others break trust with you, be slow to judge and quick to forgive.

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The Speed of Trust

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Self Trust

Integrity

Intent

Capabilities

Results

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The Speed of Trust

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!3 Behaviours based on the four core attributes of credibility

1. Talk straight2. Demonstrate respect3. Create transparency

4. Right wrongs

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The Speed of Trust

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13 Behaviours based on the four core attributes of credibility

5. Show loyalty6. Deliver results

7. Get Better8. Confront reality

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The Speed of Trust

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3 Behaviours based on the four core attributes of credibility

9. Clarify expectations10. Practice accountability

11. Listen first12. Keep commitments

13. Extend trust

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Benefits of Likeability

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Likeable people bring out the best in others.

Likeable people get recognized.

Likeable people outperform.

Likeable people enjoy better health.

4 Elements of Likeability

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Friendliness

Relevant

Empathy

Realness

How to Raise your L-Factor

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1. Friendliness- Develop a friendly mindset and communicate friendliness

2. Relevance- Connect with others interests, needs and wants

3. Empathy- Show an interest in how others feel, experience

and respond to their feelings 4. Realness

- Be true to yourself and others, share your realness

Likeability Assessment

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Tying It All Together

Tying It All Together

How can the Four Building Blocks of Trust be applied in the golf sales sector?

How can the Five Steps of Trust Creation be applied in the golf sales sector?

The Challenge of Change

The Challenge of Change

Guiding Questions1. Why are you changing – i.e. is there need for

improvement in creating trust with your customers?

2. What is in it for you?

3. What can you do differently?

4. What tools/support do you have?

Do you have a …• Clear Direction?

• Where are you going?

• Clear Strategy?• How are you going to get there?

• Clear set of Expectations?• What results do you expect?

The Challenge of Change

S – SpecifyM – MeasurableA – AppropriateR – RealisticT – Time Bound