HTBTR for Pros & Advocates

Question 1

1

Connect
Name the 4 components of Genuine Intent

Answer 1

4 Components of Genuine Intent

Build Common Ground

Respond Appropriately

Guide the Conversation

Create Positive Impressions

Question 2

2

Build Common Ground
Name the 3 elements of building common ground

Answer 2

Customer Cues

Share Information

Adjust

Question 3

3

Adjust to your Customer
Name 3 things Task Focused customers do or like

Answer 3

• 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

Question 4

4

Adjust to your Customer
Name 3 things People Focused customer do or like

Answer 4

• 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.

Question 5

5

Respond Appropriately
Name the 3 components of responding appropriately

Question 6

6

Customer Conditions
List the 4 conditions and the effective response for each

Answer 6

Comfortable = Appreciation

Insistent = Immediate Action

Irate = Validation

Indecisive = Clarity & Reassurance

Question 7

7

Empathy and Apology
Name 3 tips for demonstrating effective empathy

Answer 7

Keep your tone sincere

Use the customer’s name

Listen carefully and align with the customer’s underlying emotion

Question 8

8

Self Awareness & Discipline
Describe the 3 parts of the model used adjust your self talk

Answer 8

Stop

Challenge

Focus

Question 9

9

Make a Positive Impression
Name the 3 elements for making a positive impression

Answer 9

• Show R-E-S-P-E-C-T
• Demonstrate CONFIDENCE
• Practice ACTIVE LISTENING

Question 10

10

Guide the Conversation
Name two different transition opportunities discussed in HTBTR 2 and not HTBTR 1

Answer 10

• Set the stage for fully servicing the account
• From service to possible sales opportunities

Question 11

11

Discover
Name the 3 components of Discover

Answer 11

• Look & Listen
• Ask
• Summarize

Question 12

12

Look and Listen
Define a flag and how to spot it

Answer 12

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

Question 13

13

Ask
Who is the customer- what information do you get from Who questions?

Answer 13

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

Question 14

14

Ask
What matters to the customer- what information do you get from What question?

Answer 14

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

Question 15

15

Ask
What are the 5 uses of technology to ask questions about?

Answer 15

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

Question 16

16

Ask
Why is it important?
What information do you get from Why question?

Answer 16

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?

Question 17

17

Ask
What are the 4 common decision drivers?

Answer 17

Common Decision Drivers

Value

Control

Simplicity

Peer Perception

Question 18

18

Summarize Discover
How do you summarize Discover?

Answer 18

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

Question 19

19

Recommend
Name the 4 components to Recommend

Answer 19

Explain

Gain Agreement

Handle Objections

Deliver Unwelcome Information

Question 20

20

What kinds of statements demonstrate powerful, inclusive positive language?

Answer 20

I can/ We can statements; establish intent to partner for a win-win solution using inclusive positive language.

Question 21

21

Gain Agreement
3 things you can do to assumptively gain agreement

Answer 21

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

Question 22

22

Deliver Unwelcome Information
Describe how you use the CE model to Negotiate a Request

Answer 22

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

Question 23

23

Deliver Unwelcome Information
Describe the 3 parts of Declining a Request

Answer 23

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

Question 24

24

Close
Name the 3 components of Close

Answer 24

Close

Summarize

Excite and Assure

Anticipate and Educate

Question 25

1 **_Connect_** Name the 4 components of Genuine Intent

Answer 25

4 Components of Genuine Intent Build Common Ground Respond Appropriately Guide the Conversation Create Positive Impressions