Building Client Relationships
Individual Goal Setting
We will conduct a survey of what makes your selling environment unique and identify specific skills each person would like to work on.
Preparation and Beginning the Engagement
After creating a customer profile and building a pre-call plan, we will work on dialogue skills that invite your customers and prospects to tell you what is important to them in managing their business.
Fact Finding and Listening
Once we’ve got them talking and thinking, we must pay attention to their words and behaviors. We introduce listening skills, using probing questions and confirming statements that allow the client to go into detail about their situation and environment. These conversation management skills give the selling professional a wealth of knowledge about factors affecting the client.
Discovering Motives and Drivers
The next level of fact finding gets to the core of their business—and how they made buying decisions, and why they change buying behaviors.
Verifying Specifications and Recommendations
We will work through a number of exercises that will demonstrate to the customer you hear and understand what they want. Prospects feel comfortable buying from people who understand them. By diligently focusing on the customer, you are consciously enabling them to outline their buying criteria and process.
Questions and Objections
We will demonstrate how to respond to dialogue exchange and not treat them as interruptions or deal breakers. We will show how to probe further and determine what prompts your customer raise these issues and how to incorporate these areas of interest into potential avenues of agreement.
Developing a Proposal
Here, you will show that you have truly paid attention and can recommend the best solution for your customer—not simply one that is handy. You will show that you are a clear thinker, can make sophisticated information easy to understand and exhibit how smart you are about your business and how that knowledge can be applied to your customers’ business.
Advancing the Sale
All the preparation, questions, recommendations and agreements in the process come full circle when you are able to comfortably schedule the next steps——accomplishing your customers’ goals.
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“We’ve sent hundreds of our people through Building Client Relationships and Speaking for Results. Those courses are right on target for making our teams more responsive to our clients and more professional in our market place. Mike is a terrific team player who understands our business and makes us all stronger.” Jim Thurmond
Director
Professional Development and Technology Transfer
AT&T Solutions “This was the best customer service training session that I’ve had in the 20 years of my being in the insurance industry. Great ideas!!” Donna York
Managed Care Representative
Regence BlueShield of Idaho 
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