Chapter 13: Engagement and Micro-Commitments

Question 1

“Great things are not done by impulse, but by a series of small steps brought together”

Answer 1

Vincent van Gogh

Question 2

How can I test engagement?

Answer 2

1. Tune in to emotions

2. Ask for micro-commitments

Question 3

To test engagement from a stakeholder you can tune in to their emotions. How does that work?

Answer 3

Observe how they answer your questions. Are their answers full and elaborate or short and clipped?

Pay attention to body language, voice inflection and eye contact. Listen deeply for emotional clues.

Are they hiding emotions and information or being open, honest and transparent?

Question 4

When the emotional wall between me and the stakeholder does not become lower? What kind of assessment do I need to make?

Answer 4

• Am I doing something to impede an emotional connection?
• Do I need to adjust my communication style?
• Is there something I am doing or saying that is causing the person to distrust me?
• Am I talking too much and listening too little?

Question 5

What are the three Micro-Commitments?

Answer 5

Time
When stakeholders are agreeing with to meet with you, it’s a good indicator that they are reasonably engaged.

Emotion
When stakeholders actively participate and lower their emotional wall, it is a sign of engagement.

Action
When stakeholders are willing to take action and match your efforts, it’s a clear sign of engagement.

Question 6

How do you leverage the Value Bias and Consistency Principle?

Answer 6

Higher value is placed on things that are scarce than those that are abundant (scarcity effect).

Witch each micro-commitment, time investment, and small effort, stakeholders are compelled to be consistent with their commitments, feel an increased emotional connection to you, place ever-increasing value on the buying journey, and have a greater sense of responsibility to move toward an outcome!

Question 7

It’s easy to get caught up in the moment with eager prospects that seem engaged - especially whey they make you feel that a sale is imminent.

What is eagerness?

Answer 7

A disruptive emotion that creates impatience, causes you to misjudge win probabilities and clouds situational awareness.