March 24, 2006
By: Harlan Goerger, National Director of Training
Harlan@itstartswithyou.net

 

A newsletter designed to support our training participants with continuous development ideas and opportunities  

Selling Skills for the Month: 

So you want to “engage” your prospect or customer in a positive way. Last month we talked about getting you product out of the way to reduce resistance and instead talk about the “results” your product provides. This section we will develop questions that can “engage” rather than repel.  

Before we start we have to understand what results your product can potentially provide for your customer. Here are some examples.  

Office equipment: Reduce work load, eliminate paper, eliminate errors, streamline process, reduce labor expense, free up time, create in-house opportunities, eliminate daily frustrations.  

Real Estate Agent: Eliminate wasted time, reduce the stress of selling/buying, assure legalities are covered, target the market, professional image, experienced input, negotiations services, eliminate the hassles. 

Now there are many more and I suggest you create at least 20 for your product. Check out “Reverse Engineering your Product” in the February 05 newsletter for help on this.  

Let’s now apply these to questions that “engage” our customers. We want to use “open” type questions that get people talking. Without them talking we have only partial engagement. Open questions use what, why, how in their structure.  

“Mr. Jones, what effect would a reduced work load have on your staff?” 

“If you could eliminate both paper piles and errors in your current procedures, what would happen for you?”  

“Just suppose the frustrations you face on a daily basis were gone, how would it change things for you?” 

Now put yourself in the customer’s shoes, how would you react to the previous questions versus this: 

 “We sell copiers and office machines of the highest quality with excellent service, when could we meet to determine your needs?”  

How many items are in this question that create resistance or could be rejected by the customer? Compare that to the questions above, which ones “engage” and which question repels.  

Now if your customer is a “D-I”* type you usually can ask for appointments or get quickly to the point. If you have an “S-C”* type they may want more info which you can give in the form of a quick example of another application you have done, not a litany of your products facts and benefits.  

This has proven to be a much more viable way to engage customers and people in general than talking about your “stuff”. People are concerned about their issues and problems, not your product or you. Engage them by asking about what a “result” might do to their concerns and issues. You will find them much more open and willing to talk.  

One of our participants in the Internet Technologies asked only one of these type questions and 20 minutes later closed on a million dollar deal! Just one question! The customer did all the talking and sold themselves.   

Our next month’s segment will go more into how to engage and reframe our results to reduce resistance.  

For more on building these skills and thinking patterns, check out the Influence and Persuasion Program at the end of the newsletter! 

* DISC Behavior Patterns, ask us about how this can help you sell, manage and engage people.

Questions or comments:
Contact Harlan at Harlan@itstartswithyou.net cell phone 701-799-1972.  

Management Skills for the Month: 

As a manager or leader we all need compliance from our team. How does one go about getting consistent compliance from a group of different people with various values, motives and backgrounds? How does "cultic intelligence" or "group think" help us to do this?  

Let’s look at our second key attribute of “cultic intelligence:
2. A Cult Works on dissatisfaction or change - The people want something different, may feel they have been mislead or used, or are always trying to improve on something.  

An organization draws people and keeps them because the culture satisfies something for the person. Now, before you say it’s a paycheck, you need to ask what they do with a paycheck. Most paychecks satisfy only the survival and security needs of a person. (Review Maslow’s Hierarchy of Needs) Where do they get the belonging and ego aspects satisfied? If your organizations culture does not address the four levels in some way, then that person is showing up only for a paycheck and finding the four levels satisfied outside of work. 

A cult gets members because people are looking for something they are not finding in their work, family or personal lives. People change jobs because they are looking for something that the job does not supply for them. In countless studies of what motivates employees, the paycheck is always down the list as item 4,5 or 6. This dissatisfaction has been connected to absenteeism, illness, poor performance, safety issues and turnover. Our questions becomes, are we creating satisfaction or dissatisfaction through our organizations culture? Can you indicate what satisfies each of your direct reports? What about your organization as a group? 

To answer that, take a look at our second business question:
2. Why are you in that business? What about it attracts and drives people, why do they show up and perform? 

In asking this of one company, the owner said “Money and Greed”, the moral and performance in the company was low to say the least. Another company says, “To be successful and help our people and customers to be successful.” I wonder why they had great growth, profit and minimal turn over.  

How you answer this question says a great deal about your values and motives. This does not have to be some flowery poetic Vision and Mission statement. Being in business for profit is just fine. The challenge comes when profit is the only motive and people’s needs are not being met. Profits can quickly disappear in turn-over costs and poor production. When words like people, quality, growth, performance and other such verbs and nouns are added it can change a culture dramatically.  

As a leader you need to define why you are in that business. What values and motives come from that. How can you emulate and communicate those values and motives to your organization in a way that helps them to full fill their four levels. This is very different for each individual, ethnic group and age group. Yet, good leaders find common values and motives the group can buy into. A cult has a set of values and motives the group buys into and follows, even to destruction. If you really think about this, good leaders can do the same with positive results.  

The bottom line is, how is your organization addressing dissatisfaction and providing more satisfaction in ways that produce profitable results. The paycheck is usually a smaller part of the total picture.  

More on this next time.  

For more on building these skills and thinking patterns, check out the Influence and Persuasion Program at the end of the newsletter! 

Questions or comments:
Contact Harlan at Harlan@itstartswithyou.net cell phone 701-799-1972. 

Food for the Attitude 

If you could be an expert on anything, what would it be? Might it be your business, your hobby or something you have never tried? How do people become (perceived) experts on a given area?  

I had not seen a former client that was a Real Estate Broker for some time. In asking what exciting things have been happening, he responded with a recent trip to South Africa where he spoke at a Fish Farm Convention. “Oh, what aspect of Real Estate did you cover?” “Oh, no Real Estate, I was talking about different fish types, feeding and raising them.” “How does a Real Estate Broker from MN get invited to South Africa to speak on Fish Farming?” I asked.   

Well, how does a retired Real Estate Broker from MN become a world recognized expert on fish farming? I recalled he had always been interested in fish and had massive tanks in his office complex. Then I found out he had even more at home and had been running experiments for several years on raising different types of fish for harvest. As we continued to talk it was indicted that he had read over 100 books on fish and their production. Over a 5 year period he had studied and experimented with the issues and talked to many others in the industry. Through those contacts his name continually came up as someone who knew a great deal about fish farming. This resulted in an invite to speak at a local convention, which lead to several national and international engagements. Today he is more noted in the fish farm industry than he ever was in his 30 years as a Realtor. He indicated he was having more fun and earning more income as well.  

Over the past several months we have been talking about building self-perception. What better way to build a strong self-perception than becoming an expert on something. “But I don’t have time!” how many of us just though that?  

In truth, if you invested 30 minutes a day, 365 days a year in studying a specific topic, with-in that years time you would have more knowledge than most experts in that field. Many times I have indicated much of my material and understanding comes from the 300 plus books I have read. How many have you got in your library?  

In meeting with a customer that recently completed one of our programs, it was indicated they had read 6 books in the past 8 months. Prior to that they had not read a book in 20 years! They also indicated that a change had occurred in their attitude, performance and enjoyment of life, because of the reading.  

Another example of the power of reading comes from a sales person that was told to read for 30 minutes a day to increase his sales. He scoffed but began reading the 30 minutes a day. His sales over the next 2 months doubled! Wow, what if I read 60 minutes a day? Guess what, his sales again doubled! How does this happen? When you fill your mind with positive possibilities, positive images and new thinking, your confidence, attitude and self-perception have to change and thus your performance.  

If you are not reading on a monthly basis, get started. It is the quickest and easiest way to build a stronger self-perception and self-image you will find. Recently I heard the statistic that only 20% of the US population reads on a regular basis! Do you want to be part of the sheep herd or a member of the top performance team? Find books on sales, management, self-development, relationships and other development interests. It can transform you! 

Questions or comments:
Contact Harlan at Harlan@itstartswithyou.net cell phone 701-799-1972 

The Influence and Persuasion Program:  

Some of you have attended our Psychology of Persuasion program others have attended our Reverse Engineered Sales or the Zig Ziglar Sales program. These programs are still  available to you and your teams.   

What we have done is combined the elements from the Persuasion and Sales programs that are the “meat” of the programs and applicable to all situations in business and personal life.  

After all, isn’t Sales all about Influence? Isn’t Management of people about Compliance? Aren’t personal relationships about Understanding?  

Our April program in Fargo is set for Tuesday the 18^th and Wednesday the 19^th. There will be 3 additional session days, two weeks apart for a total of 5 sessions or 40 hours. This gives you a chance to apply the ideas and get some additional coaching.  After all, developing the ability to apply the ideas is your real objective, isn’t it?  

A few of the concepts included are Outcome based thinking, the 11 Laws of Persuasion, DISC profile, Anticipated Regret, Overcoming Resistance, Mastering 5 Levels of Questioning, Conflict Resolution and Personal Dynamics just as a primer.  

Some comments from our previous programs:  

“Helps you understand yourself, reinforce your abilities, have control and enjoy your career.” Physician  

 “I think it was a perfect setting because of the personal attention.” Sales 

“Very well put together, leaned a bunch.” Sales 

“The interaction between everyone is great.” Sales 

“Motivating others will be more easily obtained.”  Sales Mgr 

“This is a new way of thinking” Director of Marketing 

“Material is sound and the exercises made the material adaptable to us.” VP 

“I thought it was immediately applicable, will generate results & will be used.” Mgr 

“Yes, very different than other programs.” Mgr 

“Yes, it presented a way of thinking that I’d never used.” CRS 

“The reverse engineering grid changed how I see selling.” Sales 

An email from one of our recent participants: I signed two new advertisers to annual contracts last week and have three prospect appointments scheduled for this week. The magic question was, "What is your vision for your business?" Then I tailored my recommendation around their answer.  And the conceptual close was SO AWESOME!!!!! I got chills as I was asking it, in anticipation for their collective, undisputable agreement that we should do business!! It was such a rush. Thanks for your guidance, Harlan.  Much appreciated....Lori Thompson  

Contact Harlan at Harlan@itstartswithyou.net cell phone 701-799-1972.   

Web Site: 

Don’t forget to check out our web site! Some colors and layouts have changed and we have some video clips. www.hgoergerassoc.com   or www.itstartswithyou.org  

We have several Corporate Programs scheduled for this First Quarter and Summer. If your company would like to see more performance from your team we can make it happen for you. Contact me at Harlan@itstartswithyou.net  

Interesting Thoughts for You: 

Credit card scams keep getting more inventive! Thanks to my sister for sending this.  

SCENE 1 . This is a new one. People sure stay busy
trying to cheat us, don't they??
A friend went to the local gym and placed his
belongings in the locker. After the workout and a shower, he came out, saw the locker open, and thought to himself, "Funny, I thought I locked the locker.  "Hmmmmm." He dressed and just flipped the wallet to make sure all was in order. Everything looked okay - all cards were in place.

A few weeks later his credit card bill came - a
whooping bill of $14,000!

He called the credit card company and started
yelling at them, saying that he did not make the transactions. Customer care personnel verified that there was no mistake in the system and asked if his card had been stolen.

"No," he said, but then took out his wallet, pulled out the credit card, and yep - you guessed it - a switch had been made. An expired similar credit card from the same bank was in the wallet. The thief broke into his locker at the gym and switched cards.

Verdict: The credit card issuer said since he did
not report the card missing earlier, he would have to pay the amount owed to them. How much did he have to pay for items he did not buy? $9,000! Why were there no calls made to verify the amount swiped? Small amounts rarely trigger a "warning bell" with some credit card companies. It just so
happens that all the small amounts added up to a
big one!  

SCENE 2 . A man at a local restaurant paid for his meal with his credit card. The bill for the meal came, he signed it, and the waitress folded the receipt and passed the credit card along.

Usually, he would just take it and place it in his
wallet or pocket. Funny enough, though, he actually took a look at the card and, lo and behold, it was the expired card of another person. He called the
waitress and she looked perplexed. She took it
back, apologized, and hurried back to the counter under the watchful eye of the man. All the  waitress did while walking to the counter was wave the wrong expired card to the counter cashier, and the counter cashier immediately
 looked down and took out the real card. No
 exchange of words --- nothing! She took it and came back to the man with an apology.

Verdict: Make sure the credit cards in your wallet  are yours. Check the name on the card every time you sign for something and/or the card is taken away for even a short period of time. Many people just take back the credit card without even looking at it,  "assuming" that it has to be theirs. FOR YOUR OWN SAKE, DEVELOP THE HABIT OF CHECKING YOUR CREDIT CARD EACH TIME IT IS RETURNED TO YOU AFTER A TRANSACTION!

SCENE 3: Yesterday I went into a pizza restaurant to pick up an order that I had called in. I paid by using my Visa Check Card which, of
course, is linked directly to my checking account.  

The young man behind the counter took my card, swiped it, then laid it on the counter as he waited for the approval, which is pretty standard
procedure. While he waited, he picked up his cell
phone and started dialing.

I noticed the phone because it is the same model I
have, but nothing seemed out of the ordinary. Then I heard a click that sounded like my phone sounds when I take a picture. He then gave me back my card but kept the phone in his hand as if he was still pressing buttons. Meanwhile, I'm thinking: I wonder what he is taking a picture of, oblivious to what was really going on. It then dawned on me: the only thing there was my credit card, so now I'm paying close attention to what he is doing.

He set his phone on the counter, leaving it open.
About five seconds later, I heard the chime that tells you that the picture has been saved.

Now I'm standing there struggling with the fact
that this boy just took a picture of my credit card. Yes, he played it off well, because had we not had the same kind of phone, I probably would never have known what happened.  Needless to say, I immediately canceled that card as I was walking out of the pizza parlor.

All I am saying is, be aware of your surroundings
at all times. Whenever you are using your credit cards, take caution and don't be careless. Notice who is standing near you and what they are doing when you use your card. Be aware of phones because many have a camera phone these days.

When you are in a restaurant and the server brings your card and receipt for you to sign, make sure you scratch the number off. Some restaurants are using only the last four digits, but a lot of them are still putting the whole thing on there. I have already been a victim of credit card fraud and, believe me, it is not fun. The truth is that they can get you even when you are careful, but don't make it easy for them.

 FORWARD THIS TO AS MANY PEOPLE AS YOU CAN THINK OF.   LET'S GET THE WORD OUT!  JUST BE AWARE.  

Till next month: You make it a great day as only you can!!! 

Harlan Goerger