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How to Be the Reason > HTBTR for Pros & Advocates > Flashcards

HTBTR for Pros & Advocates Flashcards

1
Q

1

Connect
Name the 4 components of Genuine Intent

A

4 Components of Genuine Intent

Build Common Ground

Respond Appropriately

Guide the Conversation

Create Positive Impressions

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2
Q

2

Build Common Ground
Name the 3 elements of building common ground

A

Customer Cues

Share Information

Adjust

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3
Q

3

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

A
  • 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
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4
Q

4

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

A
  • 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.
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5
Q

5

Respond Appropriately
Name the 3 components of responding appropriately

A
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6
Q

6

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

A

Comfortable = Appreciation

Insistent = Immediate Action

Irate = Validation

Indecisive = Clarity & Reassurance

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7
Q

7

Empathy and Apology
Name 3 tips for demonstrating effective empathy

A

Keep your tone sincere

Use the customer’s name

Listen carefully and align with the customer’s underlying emotion

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8
Q

8

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

A

Stop

Challenge

Focus

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9
Q

9

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

A
  • Show R-E-S-P-E-C-T
  • Demonstrate CONFIDENCE
  • Practice ACTIVE LISTENING
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10
Q

10

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

A
  • Set the stage for fully servicing the account
  • From service to possible sales opportunities
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11
Q

11

Discover
Name the 3 components of Discover

A
  • Look & Listen
  • Ask
  • Summarize
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12
Q

12

Look and Listen
Define a flag and how to spot it

A

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

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13
Q

13

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

A

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

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14
Q

14

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

A

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

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15
Q

15

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

A

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

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16
Q

16

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

A

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
Q

17

Ask
What are the 4 common decision drivers?

A

Common Decision Drivers

Value

Control

Simplicity

Peer Perception

18
Q

18

Summarize Discover
How do you summarize Discover?

A

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
Q

19

Recommend
Name the 4 components to Recommend

A

Explain

Gain Agreement

Handle Objections

Deliver Unwelcome Information

20
Q

20

What kinds of statements demonstrate powerful, inclusive positive language?

A

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

21
Q

21

Gain Agreement
3 things you can do to assumptively gain agreement

A

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
Q

22

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

A

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
Q

23

Deliver Unwelcome Information
Describe the 3 parts of Declining a Request

A

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
Q

24

Close
Name the 3 components of Close

A

Close

Summarize

Excite and Assure

Anticipate and Educate

25
Q

1

Connect
Name the 4 components of Genuine Intent

A

4 Components of Genuine Intent

Build Common Ground

Respond Appropriately

Guide the Conversation

Create Positive Impressions

How to Be the Reason (1 decks)

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