Challenge Nothing happens until someone makes a decision! It all hinges on this moment. How will you help your customer to make their decisions? Solution Two videos: total running time 8 m 35 s Video 1: 2 m 54 s Video 2: 5 m 40 s Actions Get clear that the best thing you can …
Challenge What is the biggest challenge I’ll be up against? (Not just in STS, but in life too perhaps?) Solution Video: 3 m 06 s Actions Repeat to yourself (in your head, or people will stare) “close the gap!” “meet them where they are at – then lead them..” “ride the horse in the direction …
Challenge Customers like options. It gives them room to think, and keeps them in control along the way. This does not just mean options at the very end on how they want to proceed, but options at every sensible point along the journey (right down to when you agree to speak next). But options can’t …
Challenge What’s a simple way to keep testing value rather than guessing? And to show the customer that you are indeed focused on value to them? Solution Video: 2 m 19 s Actions Just get this one going! Start asking ‘would it be useful if..’ to people other than your customers. Build the mindset and …
Challenge Value is commonly misunderstood by both service providers and customers. And yet everything hinges on value. Getting this right will positively impact your approach, help your customers, and give you better perspective around value in your personal life too. Solution 2 videos: total running time 8 m 30 s Video 1: 3 m 32 …
Challenge Other people don’t think like you do! And they don’t make decisions in the same way. So when talking to other people, your life’s work getting used to how YOU think, use logic, and decide is…problematic! (Ever wondered why on earth the person you’re talking to isn’t using (your) logic?) No. They’re using theirs. …
Challenge There are common things we may accidentally say to customers. We say them for apparently good reasons (and don’t mean any harm by them). But they can quickly erode trust and value when the customer hears them. We need to know what they are and why they’re more damaging than we think. Then we …
Challenge Are you seeing yourself in the same way that your customer’s are seeing you? Most people think that they are being valuable and helpful. But what does your customer, colleagues, and team leader think? What about the next customer you’re about to speak to? We might need to make some adjustments. Solution Video: 4 …
Challenge How do you find what’s really driving the customer’s thought process above all else? (Or anyone else’s main decision driver?) Solution Video: 5 m 41 s What have you learned? Actions Take the time to fully understand the principles behind this. You do not have to use the wording suggested. Once you understand what …
Challenge Eyes on the prize! What’s the direct line to the goal here? Solution Video: 1 m 28 s Actions Repeatedly focus on: Customers want you to be ‘the best!’ (for them). How can you increase your chances of being the best for them? What one thing could you purposefully improve to head in that …
