An Overview of An Overview of the CallSource the CallSource Prime SolutionPrime Solution

WithDoug Chasick, CPM, CAPS, CAS, Adv. RAM, CLP

Senior Vice President, Professional Services

CallSource

The definition of insanity . . .

The CallSource Prime Solution

• Solution• Value Gap• The Prime

Solution

Three Protocols

1. Value Maximization

2. Decision Acuity3. Return

Optimization

Three Protocols

Value Maximization

Delivering the highest possible level of value, impacting the customer at three levels of value: Product, Process and Performance.

Three Protocols

Decision Acuity

Disclosing what the customer must do to buy, implement and use our solution, we operate at the interactive level of decision-making (instead of reactive or proactive), which allows the customer to make an informed decision.

Three Protocols

Return Optimization

By providing implementation support, including tools, specific direction and assistance, and providing ongoing support to our customer, we enable our customer to achieve the greatest value and desired outcome for our solution.

The Five Barriers

to Keeping

Value Promises

Five Barriers

1. RelevancyWhen we define the value instead of delivering what the customer thinks is valuable.

2. InflationWhen we don’t talk about the TOTAL COST of buying, implementing and using the solution.

Five Barriers3. ComprehensionWhen the customer doesn’t fully understand their problems and possible solutions.

4. DilutionWhen we compete on price because we treat our solutions as commodities.

Five Barriers

5. Implementation

When the customer cannot get our solution to work as we promised and we blame the customer for faulty implementation. This could be cultural, lack of resources, lack of following directions/suggestions.

What’s In It For . . .– They get a customized

solution for their particular problem, not a generic solution

– They solve their problem– They get their money’s

worth– They think we are great

and recommend us to their friends

Customers buy . . .

• Outcomes - results

• Expertise• Dependability• Trustworthiness

The “Classic” Sales Model

1. Prospecting 2. Greeting3. Build rapport4. Need determination5. Presentation6. Closing

The Prime Solution

Discovery

The Prime Solution

Diagnosis

The Prime Solution

Design

The Prime Solution

Delivery

The Naked Sales Call

What to bring• Pens• A pad• A copy of the Diagnostic

Questionnaire• Your research on their company

and its current performance.

The Purpose of the Sales Call

1. Validate our discovery process – is this a valid customer?

2. Establish rapport and trust.

The Purpose of the Sales Call

3. Ask diagnostic questions • “zero-based diagnosis” • When the right person asks the right

questions in the right sequence, the customer will identify and own their problems, and want to change.

• No pain, no gain, no sale. • The customer must own the problem

and experience enough pain to make it worth the effort to change.

The Purpose of the Sales Call

4. Guide the customer to acknowledge, detail and experience their pain:

– What is the problem?– What does the problem cost?– What are you doing about it?– What have you done about it in the past?– How is it/has it been working?– What else have you considered/tried?– What will things look like when the

problem is solved?

The Purpose of the Sales Call

• Already Always Listening

• Ask, Don’t Tell• Questions!• 80/20 Rule

WHEN THEY FEEL THE PAIN THEY MAKE THE CHANGE!