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CIR-BDR > CIR-BDR > Flashcards

CIR-BDR Flashcards

1
Q

What is the Company Mission

A

To deliver an aviation experience to our customers that is the pinnacle of innovation, quality, and safety.

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2
Q

What is the Company Vision Statement

A

To lead the global aviation industry by shaping the future of aviation, maintaining operational strength, and being recognized as an employer of choice.

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3
Q

What are the Company Values

A

Vision, Integrity, Passion, Trust, Innovation, Safety

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4
Q

What are the 10 Service Essentials

A

Three Steps of Service
Smile
Empowerment
Timeliness
Ownership
Passion, Care, Integrity
Professionalism
Trust
Safety, Security, Privacy
Innovate

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5
Q

Describe the Three Steps of Service

A

A warm Welcome, Anticipation and fulfillment of needs, and a fond farewell

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6
Q

Describe the Smile Service Essential

A

Recognize individuals by name, be authentic, and offer your name in return. Positivity is contagious.

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7
Q

Describe the Empowerment Service Essential

A

Build strong relationships, create fond memories, and Cirrus fans for life

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8
Q

Describe the Timeliness Service Essential

A

The key to great customer service. “Turn and Burn!”

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9
Q

Describe the Ownership Service Essential

A

Never lose a customer. Immediately resolve problems

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10
Q

Describe the Passion, Care, Integrity Service Essential

A

Treat everyone like rock stars!

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11
Q

Describe the Professionalism Service Essential

A

You represent Cirrus

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12
Q

Describe the Trust Service Essential

A

Service is a team sport

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13
Q

Describe the Safety, Security, Privacy Service Essential

A

Customers, each other, and Cirrus Aircraft

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14
Q

Describe the Innovate Service Essential

A

Be an expert. Seek opportunities to improve the Cirrus Experience

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15
Q

Where do you find the Org. Chart?

A

UKG/Ultipro > My Company / Org. Chart

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16
Q

Who is CEO

A

Zean Nielsen

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17
Q

What is Todd Simmons Title

A

President - Customer Experience

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18
Q

Who are the Senior Vice Presidents under Todd?

A

Ben Kowalski
Ravi Dharnidharka
Stephen Deucker

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19
Q

What is Ben Kowalski’s Title

A

Senior Vice President - Sales and Marketing

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20
Q

What is Ravi Dharnidharka’s title

A

Senior Vice President - Cirrus Services

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21
Q

What is Stephen Deucker’s Title

A

Owner Experience, General Manager

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22
Q

What is Boni Caldeira’s Title

A

Vice President - Sales

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23
Q

Who is the Executive Director of Fleet and Special Missions

A

Jerry Pharr

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24
Q

Who is the Executive Director of the SR Product Line

A

Ivy McIver

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25
Q

Who is the Executive Director of the Vision Jet Product Line

A

Matt Bergwall

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26
Q

Who Oversees International SR Sales

A

Jon Dauplaise

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27
Q

Who Oversees International SF Sales

A

Boni Caldeira

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28
Q

Which Sales Executive Director Oversees the West Coast Region?

A

Mike Matthews

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29
Q

Which Sales Executive Director Oversees the Southeast Region?

A

Carroll Leboeuf

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30
Q

Which Sales Executive Director oversees the East and North East Region?

A

Evans Hood

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31
Q

Who is on the Cirrus Certified Preowned Team

A

Edo Santema - Director
Travis Wellik - Sales Director
Chris Johnson - Sales Support

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32
Q

Who do you get a Knoxville Airport Badge From?

A

Mike McDivett

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33
Q

Describe the difference between Lead, Contact, Account, and Opportunity.

A

Lead becomes Contact / Account.
Opportunities fall under accounts

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34
Q

What is the proper naming format for an Opportunity

A

FIRST NAME LAST NAME - 20XX GX CPO

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35
Q

What is the Proposal Workflow

A

From the Opportunity > Create Proposal > Fill out > Generate > Download as DOCX > Edit > re-upload as PDF/DOCX > Send to Customer

When it comes back > “Submit for approval” from Quote/Proposal

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36
Q

What is the Change Request Workflow?

A

From the Opportunity > Create Proposal > Fill out > Generate

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37
Q

For Customizable Options what is important to understand

A

never use the first box

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38
Q

Where is the cancellation link?

A

Salesforce Home > right side customer links > Cancellation form

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39
Q

What do you do after submitting a cancellation request?

A

put the email or text from the customer in the Box Folder

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40
Q

how do you submit for a Cirrus Experience

A

Create Quote/Proposal > Dropdown to “Turbine - Cirrus Experience” / Set PDF into Box .. FROM OPPORTUNITY Send for Approval

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41
Q

What are the Steps of the Sales Funnel

A

Leads > Qualified Demos > Orders

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42
Q

What is the ratio of Leads to Demos to Orders

A

10 Leads
4 Demos
1 Order

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43
Q

What are the Highest Success Lead Sources?

A

Other Sales People
CSIPS
CTC

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44
Q

What is the main structure of qualification?

A

Means
Mission
Motivation

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45
Q

what is the rookie mistake of qualificaiton

A

everyone is qualified

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46
Q

When can appearance be deceptive

A

Confidence can be deceiving

if they know what to ask, they may not be qualified

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47
Q

what questions hint toward qualification

A

Maintenance, Insurance, Hangar, Specific Missions, Financing

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48
Q

what are some needs vs wants?

A

Needs a partner/Leaseback - Not good. if they cannot get in line, they probably cant afford the plane

Want’s a partner/leaseback - maybe okay. Figure out their motivation for this

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49
Q

what is the importance of understanding business vs personal

A

Helps identify the timeline
could unlock tax benefits

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50
Q

is ULTRA qualified good?

A

it depends. they could flake at the opportunity for something else

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51
Q

how do you determine their mission?

A

ASK!
a little personal is fine

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52
Q

what percentage of their mission should the plane cover for satisfaction

A

80%

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53
Q

How can you look ahead to their predict their mission?

A

think about their family, route, runway, passengers, weather

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54
Q

how can you uncover their motivation?

A

Ask questions about everything and build rapport.

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55
Q

what are some reasons for “Now”

A

Selling Business, retiring, business growth, health scare, quality time with family

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56
Q

How can you use their WHY NOW reasons?

A

help them envision themselves doing those missions

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57
Q

what are some red flags at a demo

A

showing up for a demo asking questions like they have not done any homework

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58
Q

What are are the steps to the sales funnel

A

Leads
Qualified Demos
Signed Orders

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59
Q

What is Section 179

A

Tax play for businesses where they can write off a certain amount more than just annualized depreciation.

Only Applies to New Assets

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60
Q

what is bonus depreciation

A

a percentage of Additional depreciation beyond Section 179 (if new) and for any amount (used).

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61
Q

What is MACRS

A

Modified Accellerated Cost Recovery System

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62
Q

How does MACRS Work

A

It’s a set depreciation schedule for an asset. this is applied after Section 179 and Bonus have been applied.

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63
Q

Basically, What is Recapture?

A

Basically it’s paying the tax on the asset not paid at the initial purchas.e

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64
Q

Give a recapture example.

A

Someone who bought a 3M used airplane and received 80% Bonus Depreciation, was able to use 2.4M of the purchase toward decreasing their income in that year. According to the government, the airplane now has a value of 600k. If at some later date, they then sell the airplane for 2.6M, the government would come recapture taxes for the difference. 2M in this case. That value is taxed at a recapture rate, which is typically higher than the long term captial gains rate

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65
Q

Why is the use of the airplane (active/passive income) important?

A

The tax benefit only applies to the business it relates to.

If it’s a passive account to make money, your active business cannot take tax benefit for the asset, and vice versa.

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66
Q

what is a Use Tax

A

paying taxes on what you use?

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67
Q

Who are the three Aviation Tax groups?

A

Daniel Chung (ATC)
Bart Peters. (Business Aviation Group)
Advocate Tax Group

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68
Q

What are the considerations for using ATC (Daniel Chung)

A

Don’t use if it’s a leaseback
more conservative
easy and straight forward
not very aggressive
less likely for an audit

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69
Q

what are considerations for using Bart Peters

A

Will protect you
more aggressive for benefits
more likely for an audit, but they will help protect you

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70
Q

What are the considerations for using Advocate Tax?

A

They are really good at big business and big companies
they are expensive
like to use lawyers for protection

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71
Q

How do state taxes work?

A

you must pay state tax when you buy the plane.
some states allow a use tax
Many states have a “commercial use” exemption

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72
Q

What is a “fly away” state

A

It’s a state that allows you to close on the airplane, then “fly it away” to another state where you will pay the state tax

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73
Q

Who can benefit from Section 179 Taxes?

A

Businesses

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74
Q

what defines business use, generally?

A

if greater than 50% of the flying is for business

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75
Q

What are the average durations of MACRS Schedules?

A

personal - 5 years
commercial - 7 years

76
Q

What is the Bonus Depreciation in 2024

A

80% and decreasing by 20% Each year

77
Q

How do you calculate recapture?

A

Calculate the delta between the asset value (depreciated) and actual value (potential sale value). you pay taxes on that amount

78
Q

what is a casual sale?

A

non-dealer transaaction for an infrequent seller

different tax rules apply for this

should seek tax consultant advice

79
Q

What is a good transition into discussing their intention to finance?

A

“Have you considered whether you will finance or not?”

80
Q

What is a red flag regarding finances?

A

listen for “waiting for a deal”, then i’ll buy

81
Q

how do you deal with “I have my own bank”

A

ask about that banks airplane transaction history.
this can lead to unfavorable conditions

82
Q

What is sketchy about partnerships

A

banks assume that one will fall out, so the others need to be able to carry the loan

83
Q

what is a rate lock period

A

usually 30-45 days
could sweet talk up to 60

84
Q

what are the common terms for loans?

A

personal - 20% down and 20 years
commercial - 20-25% down and 12-15 years

85
Q

What is Hull Insurance

A

covers damage to the airplane

86
Q

what is liability insurance

A

protects the person who holds the policy by paying for damage to people/property on the surface and in the airplane

87
Q

what is the broker of record?

A

brokers will shop around to find the best deal for YOU. they should know everything about your flying experience

you cannot shop around brokers after you have one looking

88
Q

What is open pilot clause

A

allows a pilot to be covered if they meet the policy minimums

89
Q

why is flying on an open pilot clause dangerous

A

an insurance company can come after a pilot who was okay flying under the OPC, but who did not get a waiver of subrogation or “additional insured” status

90
Q

what is Subrogation

A

the act of an insurance company going after the “responsible” party

91
Q

Cirrus has a non-owned pilot policy for their pilots, who do you get it from?

A

Sales support can get it from the insurance company

92
Q

What is $1M Combined Single Limit?

A

“1 Million Smooth” -
allows you to use the full 1M however you want with no sub limit

93
Q

who can get 2M Smooth Insurance

A

pilot needs at least an instrument rating, sometimes commercial

94
Q

When will you see 3-5M smooth policies?

A

usually propilot flown under a management company or larger policy

95
Q

What does Liability Insurance cover?

A

the person who holds the policy for damage on the surface

96
Q

What does Hull Insurance Cover

A

damage to the aircraft

97
Q

What emails should you save?

A

emails associated with commitments

98
Q

what is non-disparage

A

don’t talk bad about anybody else

99
Q

what is there to know about Cirrus IQ and Privacy

A

We want the data in the event of an accident. data is the only truth.

100
Q

what can you change on a contract?

A

the addendum. never the T’s and Cs

101
Q

what should you do before submitting an addendum?

A

have an ED or Boni Review it

102
Q

what should be avoided in the orderers name?

A

“or assigns” .. then they can reassign it

103
Q

What do you do with an NDA

A

Have legal review it first

104
Q

what do you do if they ask you to sign the logbook?

A

dont.

105
Q

What do you do with accients

A

keep rumors to yourself
call 911
Call Cirrus Accient line

106
Q

What are the three M’s to Quailfication

A

Means, Mission, Motivation

107
Q

What’s the rookie Mistake

A

Everyone seems qualified.

108
Q

What are the “good” questions to qualify on

A

asking about Mx, Insurance, Hanger, Specific Missions

109
Q

What are “bad” questions for qualifying

A

“looking for a demo”

110
Q

Needs vs Wants

A

If they cannot get in line, they probably cannot afford the plane with a partner

111
Q

What do you want to find out about their “mission”

A

Business/Personal
does it fit 80% of their missions
Anticipate their mission at delivery
what is their next mission

112
Q

what are big aspects to motivation?

A

why now
selling business
business growth
time = money
health scare
kids to college
What’s In It For Me

113
Q

What describes the best tone for negotiation

A

Smile and Slow Down

114
Q

what are the three types of voices

A

Late night DJ
Positive and Playful (DEFAULT)
Direct and Assertive (RARE)

115
Q

What is mirroring

A

Repeating the last three critical words

116
Q

What is the best way to use a mirror

A

“I’m sorry”, [MIRROR], Silence. Repeat.

117
Q

What is Labeling

A

validating someones emotion by acknowledging it

118
Q

How do you label?

A

listen, recognize, and examine all possible outcomes.

It Sounds/Seems/Looks like ______

119
Q

What is Flanking

A

Identifying an issue or contention point and introducing another consideration

120
Q

What can help support during flanking?

A

another party. an “expert”

121
Q

What are the three closing techniques

A

The assumptive close
the urgency close
the summary close

122
Q
A
123
Q

What is the assumptive close

A

you assume they have made the decision to buy.
“how would you like to proceed”

123
Q

what is the urgency close?

A

Creates Urgency.
“the offer is only available until_____. are you ready to proceed?”

123
Q

What is the summary close?

A

Summarize key benefits to reinforce values

“this product with save you time and money while improving your productivity. are you ready to make the investment?

123
Q

What are calibrated questions?

A

How and What questions that get you to “thats right”

124
Q

What is a black swan

A

Finding a piece of information that changes the course of the negotiation

125
Q

What is the power of hopes and dreams?

A

if they visualize what they want to get out of the purchase, they are more likely to commit

126
Q

what is the art of concession

A

labeling your consession to show benefit..
make a list of items before a negotiation

127
Q

What is tactical empathy

A

Understanding their mindset and feelings to make them feel heard

128
Q

how do you show tactical empathy

A

play devils advocate and empathize.

129
Q

what does tactical empathy do?

A

it helps you understand emotions and perspective to build rapport, establish trust, and gan insight into motivations and needs

130
Q

what are they key principals to tactical empathy

A

Active listening
validating emotions
finding common ground
acknowledge their point of view

131
Q

how do you actively listen

A

paraphrase, ask clarifying questions, and reflect back their emotions

132
Q

how do you validate their emotions

A

acknowledge their feelings and show you understand them

133
Q

how do you build on common ground

A

emphasize it when you find it to build rapport

134
Q

how do you acknowledge their point of view?

A

even if you disagree, acknowledge it. this creates a respective and collaborative enviornment

135
Q

what are the steps in the sales process

A

lead gen
qualifying
demo flight
negotiate and close
dlivery
maintain delivery

136
Q

how do you make the deal?

A

make sure you remind them what’s important to them - mission and enjoyment

emphasize the other things they get with order - a solution to their need plus pilots, maintenance, network, etc.

137
Q

what should not be of question when negotiating

A

qualification and needs

138
Q

what do you do after the demo

A

sketch a plan forward to get a commitment to something

139
Q

What are some negotiation tips?

A

start laying the ground work as soon as you know

know your limits

make them feel in charge

140
Q

What are negotiation strategies

A

frontal - best when having a distinct advantage

flanking - moving the goalpost

141
Q

what are some negotiation traps

A

they will ask for more than they expect and they won’t say yes to the first offer

142
Q

why is time your ally

A

80% of concessions are made in the last 20% of the deal

143
Q

how do you handle objection?

A

Make sure you listen carefully and understand EXACTLY what they are saying

144
Q

what are the p’s of objection

A

preparation
pause
paraphrase
probe
patience
posture

145
Q

what is preparation in objection

A

be prepared and knowledgable in the product and WHY it’s imporant to them

146
Q

what is pause in objection handling

A

allow them to finish and hear all of their objection.. then THINK for a second

147
Q

what is paraphrasing in objection handling

A

if you’re not clear, paraphrase to gain agreement. this hleps build trust

148
Q

what is probing in objection handling

A

ask a lot of questions to get them talking

149
Q

what is patience in objectino handling

A

making sure you understand the the question before answering

150
Q

what is posture in objection handling

A

stand tall and firm to send a message of confidence

151
Q

How can you make a close easier

A

lay out the steps and the process
let them know what they dont need done to close
make the big decision into a series of small ones

152
Q

how do you learn

A

keep a list of sales and what you learned from each

153
Q

what are some common black swans

A

End of year taxes

Scarcity - things are going fast

154
Q

What is an accusation audit

A

accept that it’s been a problem, but talk about why it’s better and what we’re doing to return to normal

155
Q

What are some red flags in understanding what they want/need

A

“I” is a red flag
“we” is better

156
Q

How do you build a tactical village

A

find a raving fan customer that can help you sell airplanes

Use your network

157
Q

What are the four personality types

A

togethness
enterpriser
analyzer
motivator

158
Q

describe a togetherness person

A

likes cooperation
want’s to please everyone
difficult making decisions

159
Q

how to identify a togetherness person

A

they want to like you before they trust you
they pay close attention
let them know you care

160
Q

describe an enterpriser

A

results oriented
competative
risk taker
impatient

161
Q

how do you recognize an enterpriser

A

busy eyes
confidence
smirking

162
Q

describe analyzers

A

accurate
planning
factual
tend toward pessimism
analysis paralysis

163
Q

how do you notice an analyzer

A

scanning
scrutinizing
non-animated
slow/meticulous

164
Q

describe a motivator

A

entheusiastic
high energy
flexible
impulsive
get’s bored easily

165
Q

how do you deal with a motivator

A

focus on payoffs
pick up the pace and energy
free flowing
big smile

166
Q

what are the timeframes to listen for?

A

immeidate
mid-term
long term

167
Q

how do you work with a near term timeline

A

be urgent

168
Q

how do you work with a mid-term timeframe

A

avoid being pushy

169
Q

what do you do with a long term timeline

A

investigate why

170
Q

what does timeframe reveal

A

emotional intelligence profile factors

means, mission, motivation

171
Q

What’s a good question to disarm new vs used

A

Do you buy new or used cars? .. Why?

172
Q

What are key considerations for new v used?

A

cashflow perspective - warranty and CMX/Factory

Unexpected and Routine Mx Costs

173
Q

How do you notice objective handling?

A

they are not perceiving the solution

174
Q

how do you understand objection or resistance?

A

have you listened?
do you understand the solution they need?
have you communicated well?

175
Q

what should you ask yourself if you get resistance?

A

no trust?
no need?
not the right solution?

176
Q

what should you avoid when receiving resistance?

A

avoide the power close
review needs/wants
review solutions

177
Q

how should you respond to objection?

A

make sure you understand
answer their rejection to remove fear
propose solutions and shift the risk

178
Q

what should you do post delivery

A

introduce cirrus services
maintain communication
offer resale when the time comes

179
Q

what are the 4 ways of telling stories

A

verbally - telling
visually - with photos
written - data for analyzers
digital - Media/Social

180
Q

what are the main points of a good story

A

make it REAL, make it COMPELLING, make it ACTIONABLE

181
Q

What’s next? G8/G3

A

HA. They don’t tell us that and i don’t want to lie to you. You tell me, what do you want to see?

182
Q

Are there any incentives?

A

Cirrus doesn’t do any incentives/discounts. we are the manufacturer, not a broker or dealer. we don’t have the built in flexibility like they do

183
Q

I don’t want the last of the Gxx

A

That’s never our intention, but then you know you have the most matured product benefits

184
Q

What builds a good post delivery discussion?

A

Ask them if they have any questions
ask them what else they need to make a decision
use the high to have them agree to a plan to a decision

CIR-BDR (1 decks)

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