KEYS TO SUCCESSFUL RELATIONSHIP BUILDING AND RELATIONSHIP SELLING   A Two-day course Day 1 The focus of the first day is building strong relationships through in-depth knowledge of people.  The participants experience one of the greatest people skills/relationship building tools available—the DiSC profile.  This is an online assessment that identifies each person’s behavioral style.    Knowing a customer’s behavioral style and being able to adapt to create maximum comfort for the customer is a key to being in rapport and relationship with that customer.    Participants will complete the online profile before coming to the training session.  (We will also be able to create a composite picture of your group, showing all the DiSC behavioral styles and the culture that this particular combination creates.  The Group Culture Report helps an organization see how people want to be rewarded, who is most trusted, and how to best communicate with your organization—very valuable information.)    During the morning session we will focus on:  What creates relationship with people? What are the four behavioral styles and why are they important? What is my unique behavioral style? How can I “read” or diagnose another person’s behavioral style? What unique characteristics of the four behavioral styles should I be most aware of? How can I best adapt my communication to relate effectively to people with these different styles? We will provide several trust-building, relationship-building communication tools during this morning segment.

DAY 1 PM   During the afternoon session, we continue to focus on building relationship—with listening skills   We use a Personal Listening Profile which participants will also complete before they come to the session.    These intriguing profiles identify five natural listening styles and each person’s most natural listening modes.  Most people are not bad listeners, so much as they are inflexible listeners.  They just listen in their most natural modes, regardless of the situation.  What we need to be able to do is become flexible listeners—able to adapt our listening style to the demands of the situations we’re in.    This listening profile raises awareness that not all people are like them and raise their desire to be a more aware and more flexible listener.    The afternoon session:  The business reasons for listening Three aspects of the listening equation—listening style, listening skill, and listening attitude Discovering your listening style—your listening strengths and weaknesses The first thing we do to enhance listening—create a safe environment Using a communication road map to decide what kind of communication skills to use The importance of listening with no agenda How to use all our listening channels—eyes, face, body, voice, ears The difference between listening and answering Developing the skill of asking good questions, probing questions, amplifying questions, clarifying questions, empowering questions How you can lead people and serve them well by asking questions Practice role plays—taking customers out for lunch—how to “get deep” in finding customer issues and needs

DAY 2   The second day we focus on providing tools that will enhance the sales process.  It will build on the first day, using a lot of reference to DiSC behavioral styles and the communication process, but really focuses in on relationship selling, suggestion selling, matching buying styles and selling styles, and closing with confidence and comfort.   The day will include:  The differences in relationship selling and traditional product oriented selling:  General principles of selling How to diagnose your customer’s style.  Each participant will complete a DiSC Sales Action Planner to diagnose a customer and plan an approach Creating common ground, creating comfort, and the role that discomfort or tension plays in the sales process:  also, the importance of adaptability in successfully relating and selling to various types of clients Four selling styles that come out of the four behavioral styles—D, I, S, and C Four buying styles that we see in customers due to their behavioral styles How to best meet and build rapport with each style How to best present to each style and how to connect with their motivators How to best close with each style—how to get them to cross the “line of commitment” comfortably and professionally The fine art of suggestion selling and how we should be planting seeds for the “next step” in our customer’s minds Creating plans and ideas for using the information with clients in the coming months OUTCOME/RESULTS   The impact of the class will be that Relationships Managers are much more aware of who their customers are--how they are “wired” and what makes them “tick.”    They are much more able to build and maintain trust, communicate effectively, and stay in rapport with customers, even when difficult issues come up.    They are able to appropriately get in-depth with customers in every interaction so they can sense and anticipate needs, make connections, know how to serve and lead their customers to products and services that will help them--through great communication, understanding and asking key questions.   As a result, they close more sales, have longer term relationships with customers, and sell more product over a lifetime.