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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 1
The Job Developer Workshop
Module 5
Managing the Conversation the Customer
is Having with Themselves
Presented by
The Uniquely Abled Project 1
2© 2020 The Uniquely Abled Project
The Job Developer Workshop
Module 5: Managing the Conversation
the Customer is Having with Themselves
Presented by
The Uniquely Abled Project
1
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 2
The purposes of the
Uniquely Abled Project are to:
• Shift the societal paradigm from
“disabled” to “uniquely abled”.
• Provide vocational opportunities to
uniquely abled individuals by matching
their unique abilities to the characteristics
of B2B career jobs
in demand.
You can’t.I can do it better
than anyone.
3© 2020 The Uniquely Abled Project
Job Developer Workshop LeaderIvan M. RosenbergFounder & President
The Uniquely Abled Project
• BEE & MS in Electrical Engineering,
MS in Computer Science and
Business, Ph.D. in Business
• Founder of 37-year-old software company
• Former VP of international business franchiser
• Founder and Exec Director of 2400 member
Aerospace & Defense Forum
• Managing Partner of a management consulting firm4© 2020 The Uniquely Abled Project
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 3
Purpose of the
Job Developer Workshop
To support you in:
• Increasing the number
of consumers you place.
• Increasing the number
of consumers you place in good paying career
jobs in B2B companies.
• Having your placement process be more
efficient and effective.
5© 2020 The Uniquely Abled Project
Job Developer Workshop
Modules1. Shifting from a “Disabled" to a
“Uniquely Abled" Perspective
2. Accessing B2B Businesses
3. The Dance of Sales
4. Managing the Conversation You are Having With Yourself
5. Managing the Conversation the Customer is Having with Themselves
6. Altering the Conversation the Customer is Having with Themselves
7. Managing the Conversation You are Having with Each Other
8. Recommendations and Resources
6© 2020 The Uniquely Abled Project
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 4
Job Developer Workshop
Modules1. Shifting from a “Disabled" to a
“Uniquely Abled" Perspective
2. Accessing B2B Businesses
3. The Dance of Sales
4. Managing the Conversation You are Having With Yourself
5. Managing the Conversation the Customer is Having with Themselves
6. Altering the Conversation the Customer is Having with Themselves
7. Managing the Conversation You are Having with Each Other
8. Recommendations and Resources
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A copy of the slides is available for
download from the same site where you
accessed this video. However, we
recommend you not review the slides until
after you have seen the video.
© 2020 The Uniquely Abled Project
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 5
THE DANCE OF SALES
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Sales is a conversation for
serving the customer.
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 6
The Three Conversations
of the Dance of Sales
The conversation you are having with
each other
YOU THE CUSTOMER
You conversing with
yourself
Them conversing
with themselves
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Sales Success =
Skill in Managing Sales Conversations
• Effectively managing each type of sales conversation
• Moving from one type of conversation to another, e.g., from feasibility to action.
• Unsticking a conversation.
• Powerfully listening.
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 7
Managing The Three Conversations
of the Dance of Sales
The conversation you are having with
each other
YOU THE CUSTOMER
You conversing with
yourself
Them conversing
with themselves
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Managing The Conversation the
Customer is Having With Themselves
1. People buy “Why” not “What”
2. Selling Services vs. Selling Products
3. Revealing the Customer’s Conversations
– Jill Konrath – e-mails & other communications
– Re-creation
4. Altering the Customer’s Conversations (Module 6)
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 8
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1. People Buy “Why” not “What”
WHY
WHAT
HOW
16www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 9
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The Conversations of the Customer:
Potential Employee
• What are their specifications?
• Can I cancel their employment?
• What do others say about them?
• How do I get them supported?
• Will it work out the way I expect?
• What happens if something goes wrong?
• Are they reliable? What is the warranty?
• Are they compatible with what I already have?
• Etc.
……All About the Person as an Object
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The Conversations of the Customer:
Service Sale
• Can I trust you?
• Are you conning me?
• How will I know if it turns out?
• What evidence do you havethat this will turn out the way I expect/hope?
• Risky – I have to pay my money first and then see if it turns out.
• Etc.
…..All About You as Salesperson
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 10
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As a Job
Developer
What Are You
Really Selling?
• Potential Employee Sale
– Person to be employed by Customer
Characteristics of Person is Important
• Service Sale
– A Promise
Relationship with the Salesperson is Important
Implications for a Service Sale
•Relationship aspects are most important
•You are selling something totally unique.
•Referrals, testimonials are more important.
•Customer needs, etc., may not be clear to
either you or even the customer.
•Highly subjective and personal.
•Selling an ongoing relationship
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 11
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Investigating the customer’s
conversations
5 Strategies to Increase Cold Calling Effectiveness
Jill Konrath
enterprise.jigsaw.com/webinar/20100617_webinar.html
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 12
<Jim>,
As mentioned on the telephone today, I would like to introduce you to Dr. Ivan Rosenberg and his organization -InVista Associates. Ivan has impressed me with his anecdotal examples of work he has done with companies. I believe he may a helpful resource for you and <company>.
I have attached some information about Ivan and InVistaAssociates for your review and please note Ivan's contact information below.
Best regards,
<Sam>
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<Sam>, thank you for the introduction.
<Jim>, a pleasure to meet you. After reviewing public information about the company, I do have some ideas that may be useful in dealing with your challenges of integrating the two companies and successfully executing your business model. How would you like to proceed in setting up a time for us to meet?
Best wishes,
Ivan
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------------------------------------------------------
I’m free for lunch or meeting this week. Let me know your
schedule.
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 13
Revealing the Customer’s Conversations:
Before the meeting
Prepare!
• Research – their website, industry,
publications, news.
• Write down 10 questions that:
– Credentialize you.
– Open up or clarify the opportunity.
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Example Questions
• Mission & Vision: On your website, I saw that your
corporate vision/mission is ___. Can you explain this
to me in more detail?
• Goals & Objectives: What are your five-year goals
and objectives?
• Industry/Market Trends: With other clients we have
seen [major trend]. How is this impacting you?
• Primary Challenges: What are the most critical issues
facing your organization today?
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 14
Example Questions
• Workforce Challenges: Others in your industry are having
a very hard time finding suitable workers. Are you
experiencing that as well? What are your primary
workforce challenges today? In your future? What is
their urgency?
• Workforce Hiring Experiences: What have been yout
hiring successes, and why? What hasn’t worked out the
way you expected, and why? On a recent placement, we
learned that evaluating abilities is critical to hiring
success [tell story].
• Current Situation: In addition to the opening I saw, what
are your other current and predicted vacancies?27
Revealing the Customer’s Conversations:
During the Meeting
• Rather than “sell”, commit that the other person gets value from the meeting, even if you never meet again.
• Ask the other person: To have this be a great use of your time, what needs to happen?
• Ask your questions and dance.
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 15
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Revealing the Customer’s Conversations:
Re-creation
• What is copying?
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Revealing the Customer’s Conversations:
Re-creation
• What is Re-creation?
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 16
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Revealing the Customer’s Conversations:
Re-creation
• In Copying: mechanical, duplication, identical. Nothing necessarily “lands”.
• In Re-creation: Something lands. Then create from that what you think the intended message was.
– Without adding or leaving any significant thing out.
– So that the speaker experiences that the message was received as intended, that what was in their head is now re-created over where you are.
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Revealing the Customer’s Conversations:
Re-creation
What is the value of Re-creation?
– To make sure what you think you heard
was what was sent or intended to be sent
– Speaker understands the message was
accurately received
– They may revise
– Gives no resistance
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 17
Quote:
"Between what I think I want to say, what I believe I’m saying, what I say, what you want to hear, what you believe you understood and what you understood, there are at least nine possibilities for misunderstanding.”
- Francois Garagnon
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• Pair Up
• Choose A and B
• A: Say an opinion
• B: Re-create
• A: Pass/No Pass
– If No Pass: B re-creates again
– If Pass: A says another opinion
Exercise: Re-creation
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 18
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What We Learned in this Session
• People buy "Why" not "What"
• You are selling both a Potential Employee and
a Service
• Every communication to the customer should
promise or deliver value.
• How to review the customer's conversations
• Recreation
© 2020 The Uniquely Abled Project 36
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 19
Job Developer Workshop
Modules1. Shifting from a “Disabled" to a
“Uniquely Abled" Perspective
2. Accessing B2B Businesses
3. The Dance of Sales
4. Managing the Conversation You are Having With Yourself
5. Managing the Conversation the Customer is Having with Themselves
6. Altering the Conversation the Customer is Having with Themselves
7. Managing the Conversation You are Having with Each Other
8. Recommendations and Resources
37© 2020 The Uniquely Abled Project
Managing The Three Conversations
of the Dance of Sales
The conversation you are having with
each other
YOU THE CUSTOMER
You conversing with
yourself
Them conversing
with themselves
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 20
What is Covered in Module 6
• A model to produce results
• A model of the occurring world
• Conversations "About" vs "For"
• Language Acts
• How to impact another's occurring world
• Background Conversations
• Background Conversations of the Generations
39© 2020 The Uniquely Abled Project
Contact Information
The Uniquely Abled Project
• UniquelyAbledProject.org
• 818-505-9915
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The Job Developer Workshop Module 5
Managing the Conversation the Customer is Having
with Themselves.
© 2020 The Uniquely Abled Project 21
The Job Developer Workshop
End of Module 5
Managing the Conversation the Customer
is Having with Themselves
Presented by
The Uniquely Abled Project 41
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