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.