GAINS
CUSTOMER COMMITMENT
Maintains priorities by keeping the focus specific and defined;
helps others to understand key priorities by repeatedly articulating
the goals and how each contributes; has the ability to inspire and
influence others; gains followers by being easy to follow; gives
credit to others and assumes responsibility for external obstacles;
motivates others by helping them to feel good about themselves
HIGHS
- Understands that he needs to be flexible and to provide different
solutions based on the varied needs of different roles within
the client organization
- Takes responsibility for making it easy to work with him and
is quick to make customers feel good about their decisions and
contributions to the organization
- Deals diplomatically with negative issues
- Earns power as a result of the customer choosing to be influenced
in the selling arena
- Keeps communication focused and simple so there is little room
for distraction or misunderstandings
LOWS
- Assumes that all customers share the same goals and fails to
distinguish between different needs, motivations and objectives
- Lacks a strong desire to take the lead in the selling situation,
preferring to be responsive to specific requests
- Exercises personal control by imposing his will versus attracting
customers by finding the most appropriate way to help them succeed
- Overwhelms the customer by introducing too many concurrent strategies,
options, or solutions, making it difficult to maintain a clear
focus
IDENTIFYING CUSTOMER NEEDS
Seeks to provide an appropriate solution by understanding what
the customer is trying to accomplish; spends time in a needs analysis
process that identifies key objectives specific to an individual
customer; gives the customer’s agenda priority over a standard
response; changes the sales approach or solution to accommodate
the customer versus force fit the customer to an existing model
HIGHS
- Asks questions and studies the customer’s key priorities
- Incorporates the customer’s responses and input into a
business plan tailored to fit that customer’s needs
- Takes the time to explore options or alternatives for helping
the customer to achieve key objectives
- Accepts the rejection or modification of his suggestions in
an effort to best understand and help the customer
LOWS
- Lacks a thorough approach to a customer needs analysis, preferring
to move immediately to an existing solution
- Can be distracted from learning customer requirements by the
personalities or politics of a situation
- Tries to fit the customer’s methods or goals into a standard
model or solution
- Takes it as personal criticism when his suggestions are challenged
- Can be too invested in his own agenda to comfortably yield to
the customer’s agenda
COMMITS TIME AND EFFORT TO INCREASE PROFESSIONAL
DEVELOPMENT
Sets job as a top priority in career advancement; accomplishes
objectives dictated by his present position while investing additional
time and effort in planning career progression; devotes extra hours
to skill development in preparation for a higher level of responsibility
HIGHS
- Defines himself to a great extent by his work and derives personal
satisfaction from his career success and accomplishments
- Sets high standards and is dedicated to achieving business results,
even at some personal sacrifice
- Commits time and resources to career advancement
- Uses after hours time to plan and lay the groundwork for moving
up the ladder
- Continually works to develop the skills and abilities that will
support his career progression while devoting the time and resources
to be effective in his present responsibilities
LOWS
- Accepts moderate standards for his goals and output so that
time requirements for completion are not excessive
- External demands on his time and his personal commitment to
life/family objectives can limit the time and resources he dedicates
to career advancement
- Prefers to spend his after-work hours in family or social activities
rather than career planning and skill development
DELIVERS ADDED VALUE TO CUSTOMERS
Stays in touch with market trends, including environmental and
competitive forces influencing the market, so that he can be seen
as a valuable resource to important constituents internal or external
to the organization; constantly seeks information that will be useful
but is not readily available to colleagues; enjoys being sought
for advice and instruction; spends the time to build a base of knowledge
that ultimately helps others to be more effective
HIGHS
- Takes professional pride in maintaining an in-depth awareness
of market issues
- Believes there is a benefit to continually building and adding
to his knowledge base in market and competitive issues
- Wants to be prepared to serve as a source of advice and information
to his customers
- Updates his own market information in order to be of assistance
to customers who may not have the time or resources to research
changing market trends themselves
LOWS
- May believe he can get by on a cursory understanding of market
trends and conditions because he doesn't appreciate its added
value to others
- Is comfortable with his present knowledge of the market and
may believe the incremental gains he could achieve by developing
his knowledge base would not justify the time spent
- Does not increase his understanding of market issues for the
purpose of sharing that information with others
- Assumes his customers will utilize their own resources to stay
on top of changing market conditions
MAKES PERSUASIVE PRODUCT PRESENTATIONS
Excites the customer with an enthusiastic presentation style; demonstrates
value and actively promotes products and services by making an emotional
appeal; holds the customer’s attention and interest by keeping
the presentation content relevant; varies style to build toward
a buying decision
HIGHS
- Makes formal presentations that focus on creating an impact
while communicating information
- Has the potential to capture and hold the audience's attention
- Takes charge and keeps control of the information being communicated
through a presentation that is polished and rehearsed
- Varies his style and content to appeal to the audience
- Projects his enthusiasm about a solution to the audience, moving
them closer to a buying decision
- Monitors audience response and adjusts his presentation to stay
on target
LOWS
- May be more comfortable with establishing a dialogue that emphasizes
listening and an exchange of ideas than with making an impact
on the audience
- Uses presentations to entertain rather than inform or persuade
- Sticks too closely to a script and does not vary the content
or emphasis to address the needs of each audience
- Too focused on the mechanics of the presentation itself to pay
attention to audience understanding and concurrence
- Cannot easily adjust to a nonsupportive audience response and
may rush an ineffective presentation just to finish it rather
than alter the presentation to change that response
EDUCATES CUSTOMERS THROUGH STRUCTURED TRAINING
Helps the customer to gain maximum benefit from the product or
service by committing to continuous education that provides information
updates or product training; prepares more structured sessions to
cover the most critical areas of learning; stays on top of information
needed by customers in an effort to serve as a resource; takes responsibility
for motivating customers to update their information; reinforces
shared information through periodic repetition; routinely adjusts
education process to address individual and group progress or understanding
HIGHS
- Prepares scheduled and consistent programs to train or educate
others
- Establishes measurable criteria for assessing progress in the
learning process
- Demonstrates patience and a willingness to repeat or reinforce
ideas and information until the audience understands
- Focuses training sessions on those competencies that will make
a difference in the group’s ultimate effectiveness
- Concentrates more on the results produced or change accomplished
through his training than with how attractive or entertaining
the training can be
LOWS
- Prefers one-on-one training or a more loosely organized curriculum
to the structured requirements of a scheduled class session
- Expects the people he is training to be self-motivated to learn
and becomes impatient when required to repeat or reinforce information
he has already covered
- Does not implement a tracking process for assessing the effectiveness
of his teaching efforts or the progress of his trainees
- Enjoys working on content delivery and may be more concerned
with the audience’s assessment of his public speaking skills
than with the subject matter
- Tries to make the training entertaining at the expense of providing
only relevant information
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