Richardson Flash Cards
Three Es of Listening
Equip, Engage, and Exhibit
Positioning Trap
Exaggerating information
Prepare Trap
Feeling as though you can "wing it" on the call.
Questioning Skill
Fostering openness and creating dialogue to uncover, explore, shape, and define needs.
Signposting
A positioning best practice used to articulate the structure and make it easy to follow and remember.
Commit Model
A process and best-practice behavior behaviors for gaining commitment to awarding you the business or an action step that advances the sale.
Understand Model
A process and best-practice behaviors for engaging the customer in dialogue to understand needs in a way that fosters trust and builds credibility.
Connect Model
A process and best-practice behaviors to help you effectively set the focus and tone as you open your sales call.
Resolve Objections Model
A proven process for defusing defensiveness and engaging the customer in dialogue to understand and resolve their resistance.
Recommend Model
A roadmap and best-practice behaviors for positioning solutions to customers in a way that is well organized, highly persuasive, and interactive.
Prepare Model
A systematic approach to effectively and efficiently preparing for customer calls that advance the sale.
ACT Model
A systematic process for ensuring that the right internal and external actions are taken immediately following the customer interaction to maintain momentum; identify corrective action, if needed; and drive the opportunity to closure
Elements of the Resolve Objections Model
Acknowledge, Questions, Position, Check
Elements of the Understand Model
Ask Questions, Float Ideas(optional), Check and Prioritize, Transition to Recommend.
Checking best practice
Ask an open-ended question
Checking Trap
Asking a closed-ended question to lead the customer.
Presence Trap
Being aggressive vs. confident and assertive
Body Language
Communication of nonverbal messages through gestures, posture, and eye contact
Understand Trap
Confusing floating ideas with positioning solutions.
Elements of the Connect Model
Create Positive Tone, Set Context, Position Purpose
Elements of the Act Model
Debrief Internally(or Self-reflect), Send Written Summary, Debrief with Customer, Implement Action Steps
Checking Skill
Eliciting feedback to inform your next best move in the dialogue.
Recommend Trap
Giving too many Details, covering too much, not being concise.
Elements of the Prepare Model
Know Your Customer, Know Your Fit, Know your Strategy.
Connect Trap
Not establishing credibility and taking ownership for leading the meeting.
Elements of the Commit Model
Position Closing Statement, Check for Final Feedback, Ask for Commitment, Leave Positive Last Impression
Elements of the Recommend Model
Position an Overview, Position the Detail, Position the Summary, Check for feedback, transition to commit
Four Ps of questioning
Prefacing, pursuing, pacing and phrasing
Positioning Skill
Presenting compelling information in a relevant, tailored, and logical way to be intellectually and emotionally persuasive
Questioning Trap
Presenting products, ideas, or views too soon.
Presence Skill
Projecting confidence, credibility, and conviction in body language, voice, and inspire trust.
Resolve Objections Trap
Responding immediately without acknowledgement and questioning.
Commit Trap
Setting a next step that involves seller action without any customer commitment that progresses the sale.
Relating Trap
Skipping acknowledgement before asking questions.
Empathy
The ability to identify with and share another person's feelings.
Listening Trap
Thinking of what you will say next instead of focusing on what the customer is saying
Knowledge-based Trust
This is established when another person sees our action as consistent with what we say.
Listening skill
Understanding both content and emotional messages
Relating Skill
Using acknowledgement, rapport, and empathy to connect.