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“How to Wow the Customer & Client!”

“How to Wow the Customer & Client!”. Philip Atkinson. Realities. You get all the easy non resistant clients Choice. Internal Audit. You are a Change Maker. 3 Big Mistakes in Change. Don’t Prep Rehearse. 3 Big Mistakes in Change. Listen to their Wants not their Needs.

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“How to Wow the Customer & Client!”

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  1. “How to Wow the Customer & Client!” Philip Atkinson www.philipatkinson.com

  2. Realities You get all the easy non resistant clients Choice www.philipatkinson.com

  3. Internal Audit You are a Change Maker www.philipatkinson.com

  4. 3 Big Mistakes in Change Don’t Prep Rehearse www.philipatkinson.com

  5. 3 Big Mistakes in Change Listen to their Wants not their Needs www.philipatkinson.com

  6. 3 Big Mistakes in Change Fail to develop a balance between details and personalities www.philipatkinson.com

  7. Structure • Audit: Influence Cycle • Default style • Research in Behaviour Change • Influnce ID – be, do and have • Handle ‘T’ & ‘P’ Objections • Handle Objections www.philipatkinson.com

  8. Traditional Influence Model Assumptions Closure Sales Tracks Band aid ‘You really do not know?’ Buying Facilitation Model Neutral Long Cycle Ignorance Discovery review Questions Partnership & Selje 1. Influence Cycle www.philipatkinson.com

  9. 2. Default Style: Benefits • Flexible rather than Default • Convert more ‘hard clients’ to partners • Impact on results – objection handling www.philipatkinson.com

  10. 3. Research in Behaviour Change • Life saving and small changes • F + E + A • Unconscious mind reading • Map of the world’ • You cannot, NOT…communicate • Master objections…what could be achieved? www.philipatkinson.com

  11. 4. Identity…. to Skills • Identity…be, do and have… • Beliefs • Values • Capabilities • Behaviours • Skills www.philipatkinson.com

  12. How You Communicate Power Assertive Receptive www.philipatkinson.com

  13. How You Communicate Emotion Introverted Extroverted www.philipatkinson.com

  14. 4 Dominant Types www.philipatkinson.com

  15. Objections of Types

  16. Do you really know what happens? Decision Team Stakeholders agenda Client Culture Client Politics Processes Technical mastery Be ‘water tight’ & Inoculate ‘Know self’ ‘Hot’ and ‘cold’ buttons Flexible delivery 6. Handle Objections www.philipatkinson.com

  17. Buying & Influence Cycle Default style Experiment Rehearse & Practise Research in Behaviour Change Clear F+E+A Start with the end… Identity – be, do and have Clarity of Beliefs Solid core values Personality Objections Look in the mirror Sell benefits to RVFA Rehearse Summary www.philipatkinson.com

  18. Buying & Influence Cycle Default style Experiment Rehearse & Practise Research in Behaviour Change Clear F+E+A Start with the end… Identity – be, do and have Clarity of Beliefs Solid core values Personality Objections Look in the mirror Sell benefits to RVFA Rehearse Handle Objections Decision tree Stakeholders Politics and policies Summary www.philipatkinson.com

  19. Philip Atkinson Learning Strategies Ltd The Coach House, PO Box17181 Edinburgh EH111XN Tel 0131-346-1276 Mob: 07779-799286 Website www.philipatkinson.com Email: AtkinsonConsult@aol.com www.philipatkinson.com

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