HTBTR for Pros & Advocates Flashcards
1
Connect
Name the 4 components of Genuine Intent
4 Components of Genuine Intent
Build Common Ground
Respond Appropriately
Guide the Conversation
Create Positive Impressions
2
Build Common Ground
Name the 3 elements of building common ground
Customer Cues
Share Information
Adjust
3
Adjust to your Customer
Name 3 things Task Focused customers do or like
- Concerned about completing Tasks
- Focused on Info
- Care about Product Knowlege, Policies, and Procedures
- Prefer Minimum Small Talk & Idle Time
- Convey Sense of Urgency & like when rep does too
4
Adjust to your Customer
Name 3 things People Focused customer do or like
- Care with the Human Element of communication
- Focus on creating Supportive Interactions
- Like Pleasant Conversation
- Flexible with Time & Space
- Offer Compliments & Positive Statements and like it when rep does too.
5
Respond Appropriately
Name the 3 components of responding appropriately
6
Customer Conditions
List the 4 conditions and the effective response for each
Comfortable = Appreciation
Insistent = Immediate Action
Irate = Validation
Indecisive = Clarity & Reassurance
7
Empathy and Apology
Name 3 tips for demonstrating effective empathy
Keep your tone sincere
Use the customer’s name
Listen carefully and align with the customer’s underlying emotion
8
Self Awareness & Discipline
Describe the 3 parts of the model used adjust your self talk
Stop
Challenge
Focus
9
Make a Positive Impression
Name the 3 elements for making a positive impression
- Show R-E-S-P-E-C-T
- Demonstrate CONFIDENCE
- Practice ACTIVE LISTENING
10
Guide the Conversation
Name two different transition opportunities discussed in HTBTR 2 and not HTBTR 1
- Set the stage for fully servicing the account
- From service to possible sales opportunities
11
Discover
Name the 3 components of Discover
- Look & Listen
- Ask
- Summarize
12
Look and Listen
Define a flag and how to spot it
Definition
A FLAG is a verbal, behavioral or account-based indicator that signals something could be important to a customer.
How to Spot
Spotted by listening to what customer says and notice changes to their TONE, changes in WORD CHOICES, take note of their PAUSES; review the ACCOUNT
Flags can be TASK or EMOTIONALLY based
13
Ask
Who is the customer- what information do you get from Who questions?
Who ?s gather:
General BiG PICTURE information
Customer’s LIFESTYLE (work & leisure)
Device Type/ Preferences
Tech Savvy
Past user experience
Account Indicators: Tenure of account, revenue, and
past due
14
Ask
What matters to the customer- what information do you get from What question?
What ?s provide:
More SPECIFIC TASK ORIENTED information
What does customer need to Be Productive, Find things, Communicate with others, Entertain & Protect themselves
- ASSESS ACCOUNT
- CUSTOMER EXPERIENCE - OVERAGES-
UPSELL OPPORTUNITIES
15
Ask
What are the 5 uses of technology to ask questions about?
USES OF TECHNOLOGY:
_Find: _ Maps. Google, eHarmony, phonebook
Entertain: Games. Movies, Music, Books, Sports
Produce: MS Office, Online Banking, Shopping
Communicate: Talk, Text, Email, IM, Tweet, Video Chat, Social Networking, Letters.
Protect: Locator service, Secure online storage, Parental controls, Device insurance
16
Ask
Why is it important?
What information do you get from Why question?
Why ?s uncover:
Underlying importance and Buying decision drivers
- How the customer needs to feel about the soultion to accept it
- What are their priorities in making decisions?
17
Ask
What are the 4 common decision drivers?
Common Decision Drivers
Value
Control
Simplicity
Peer Perception
18
Summarize Discover
How do you summarize Discover?
SHOW
Your customer that you listened & paid attention; that you understand them
ASK
For any additional needs
GAIN AGREEMENT
on customer’s needs
TRANSITION to recommend
19
Recommend
Name the 4 components to Recommend
Explain
Gain Agreement
Handle Objections
Deliver Unwelcome Information
20
What kinds of statements demonstrate powerful, inclusive positive language?
I can/ We can statements; establish intent to partner for a win-win solution using inclusive positive language.
21
Gain Agreement
3 things you can do to assumptively gain agreement
Assume the Agreement
- Demonstrate confidence
- Avoid finishing summary with a closed question that is easy to decline
- When you get agreement for one component, move on to the next one
22
Deliver Unwelcome Information
Describe how you use the CE model to Negotiate a Request
DUI- Negotiation with CE Model
Connect by listening and aligning, then transition with
“I can/ We can” statements
Recommend solutions and link to the need using “can” statements
Close the topic by gaining agreement
Always emphasize value
23
Deliver Unwelcome Information
Describe the 3 parts of Declining a Request
Decline Request
Redirect the customer by:
- Lead with the REASON you can’t do something, putting it in terms of how the reason benefits the customer
- Confidently DECLINE their request
- Immediately move to WHAT HAPPENS NEXT; either what you can do now or what can happen in the future to prevent the situation from happening again
24
Close
Name the 3 components of Close
Close
Summarize
Excite and Assure
Anticipate and Educate
1
Connect
Name the 4 components of Genuine Intent
4 Components of Genuine Intent
Build Common Ground
Respond Appropriately
Guide the Conversation
Create Positive Impressions
