IMPACT Flashcards
What does IMPACT stand for
- Investigate
- Meet
- Probe
- Apply
- Convince
- Tie It Up
During Objections/Concerns what technique should be applied?
Probe, Overcome, and Proceed (P.O.P.)
During P.O.P. how many and which steps should be taken during Probe?
There are 3 Steps:
- Identify (what’s your concern?)
- Isolate (any other concerns?)
- Verify (where did you hear that?)
During P.O.P. what steps should be taken during the overcome step?
- The recruiter will show empathy
- The recruiter will provide verifiable facts and data figures to clear objections
During P.O.P. what steps should be taken in the Proceed step?
- The recruiter will confirm the concern is resolved
“Does that resolve your concerns? Is it okay to move forward?”
During IMPACT, what are the steps in Meet
- Approach Neutral
- Greet Applicant
- Establish Rapport
- Use Statement of Intention
- Transition to Probe Step
During IMPACT, what are the steps in Probe?
- Universal Starter Question
- Open, Closed, Confirmation, and or Clarification Questions
- PAS Questioning
- Write down the Whats/Whys
- Use Summary Statement
- Transition to Apply Step (the word RECOMMEND must be used)
During IMPACT, what are the steps in Apply?
- Provide Relevant Service Benefits Info
- Relate Relevant Needs/Wants (What/Whys)
- Ask for feedback (Sound good?)
During IMPACT, what are the steps in Convince?
- Offer proof of claims (Sales Aid, Awards, Testimonials, Fact Sheets, and Websites)
- Provide proof of claims
- Verify completion
“Need to see anything else in regards to subjects?”
During IMPACT, what are the steps in Tie It Up?
- Use Assumptive Statement
- Reinforce Commitment
- Transition to Forms (word RECOMMEND must be used)
Proper way to greet an applicant?
Hello I’m _______, what’s your name? I’m your local _______. What brings you into the office today?
How long should rapport last and what are good rapport building questions?
Should last no longer than 2 mins
- How’s your day been?
- How’s your week been?
- How was the trip into the office?
What is a Statement of Intention?
A statement given to an applicant to outline agenda of what will be covered and accomplished during meeting
Example Statement of Intention
“So I want to respect your time, and roll into what you’ve come here today for. The ______ could be an excellent opportunity for you but first I want to ask you a couple of questions and get to know you more. Is that okay? Also do you mind if I take some notes? What’s your phone number just in case our time is cut short or an emergency pops up?
What are examples of Universal Starter questions?
- What are some of your main goals in life?
- What are some major concerns in your life right now?
- What are the main things impacting your life right now?
During the Probe step, what does P.A.S. Stand for?
- Problem
- Agitation
- Solution
Example P.A.S.
- I understand you need ______. Is that correct?
- If you don’t get ______, how will that affect you?
- What steps have you taken to get ________?
What is a Summary Statement?
- The Recruiter will issue a simple and brief summary of only the what’s/needs
- Service Benefits and Why’s will not be included in summary
How do you transition from the Probe to Apply Step?
__________ based on your interests, I RECOMMEND we discuss some _________ opportunities available to you
(Must say Recommend)
During the Apply Step how would you provide relevant benefit info?
In the ________we have ________ (benefit) this will provide you with _________ (feature) to ___________(repeat their problem/goal. How does that sound? Sound good to you?
During the Convince step how should you offer and provide the relevant proof?
- Specific to the applicant’s needs
- Don’t give additional unless they are asked about
What is an Assumptive Statement?
_________, based on your interests, it sounds like your ready to take the next step and become ___________
During the Tie It Up Step how do you reinforce commitment?
Extend a verbal congratulations along with a handshake or fist bump
During the Tie It Up Step, what must be completed following reinforced commitment?
Transition to forms
“I recommend that we get you scheduled for further processing. How does that sound?”
If an interview is interrupted by another applicant trying to get information what do you do?
Let the member know you want to respect the time and the privacy of the member you are already in an appointment with but you can get back with them right after. Take their name, number, and hand them a business card. Let them know if you don’t call within the next 2 hours to please call me.
Within what step does the Statement of Intention happen?
Meet Step
During what step does P.A.S. happen?
Probe Step
During which step does the Summary Statement happen?
Probe Step
During which step does proof of claims occur?
Convince Step
During which step does a assumptive statement happen?
Tie It Up Step
During which step does Reinforce Commitment happen?
Tie It up Step
During which step could Objections/Concerns occur?
Any step during IMPACT
