MC3 Flashcards
Consultative Selling
The process of exploring needs and demonstrating what is available to address them
Need
A desire to achieve or change something
Basic flow of every Consultative Recruiting Conversation
- Build Rapport & Listen with Purpose (immediately and ongoing throughout every interaction)
- Engage
- Explore
- Enable
- Gain Commitment
- Respond to Objections and Disinterest (at any point of the conversation)
What are the 2 types of skills for success in MC3?
- Effective Communications Skills
2. Consultative Selling Skills
What are the 2 Effective Communications Skills?
- Build Rapport
2. Listen w/Purpose
Define Build Rapport
Developing a relationship through interpersonal skills
Why Build Rapport?
To facilitate trust and honest exchange of information
When to Build Rapport?
Immediately and ongoing in any interactions.
How to Build Rapport?
- Demonstrate Corps Values
- Find Common Ground
- Match & Mirror
What are potential “Wrong Turns” in regards to Build Rapport?
- In appropriate Words
- Humor
- Sexual References
- Intimidation
- Sounding “Robotic”
Define Listen w/Purpose
Focusing attention to gather information and build relationships
Why Listen w/Purpose?
To ensure understanding
When to Listen w/Purpose?
Immediately and ongoing in any interaction
How to Listen w/Purpose?
Listen to Understand, listen for Facts and Feelings, Listen to Build Trust and Observe Body Language.
How to listen to understand what a person is saying?
Use open questions to clarify what a person is saying and use a close question to confirm your understanding.
What are potential “Wrong Turns” in regards to Listening w/Purpose?
- Physical distractions
- Personal Biases
- Snap judgements
- Thinking ahead
Define Engage
Opening the conversation
Why to Engage?
To align on an agenda and the value of the conversation
When to engage?
When it’s appropriate to start a consultative conversation
How to Engage?
- Transition to Business
- State the Agenda and its Value and test for YES.
How to Transition to Business?
Use a positioning statement to let the person you are speaking to with your overall purpose, or that you’re moving on to a recruiting conversations or changing to a completely new topic
What is the importance of stating the value of your agenda?
This provides information about why the conversation will be valuable to the other person.
What are potential “Wrong Turns” in regards to Engaging
- Sounding Robotic
- Engaging without Rapport
Importance of Testing for Yes?
This ensures that the person you are speaking with agrees with what has been said and is ready to move forward.
Define Explore?
Asking questions to understand needs and motivators
Define a motivator?
A force that can drive a need such as:
- Circumstances (life situation, events, etc.)
- Feelings (what a person care about, beliefs)
- Goals (Assets, Accomplishments, Appearance)
Define Priority Needs
Needs that are powerful enough to drive action
Why Explore
To gain a comprehensive shared understanding of needs and motivators
When to Explore?
When you need to understand what someone wants and why they want it
How to Explore?
Use questions to Explore Needs and Motivators, Reflect on them and Test for Yes.
Define Open Question?
Allow you to gather information and encourage information sharing. Usually begin with phrases like:
“How do you feel about that…”
“Why is that important…”
Define Closed Question
Allows you to confirm your understanding of motivators and needs. Usually limits response to yes/no, obtains measurable facts and a choice among options you give.
Define Need Clues?
Include words or phrases that demonstrate a desire to achieve or change something.
What is mean by Comprehensive and Shared Understanding?
C-you understand all the needs and motivators, and priority needs
S-your understanding matches the other person’s
What are potential “Wrong Turns” in regards to Exploring?
- Too many closed questions (Open/Closed can limit the information you gain)
- Blind/Random questions (may seem to be going nowhere, or confusing)
- Talking more than asking (One-sided)
Define Enable
Addressing needs and motivators with Marine Corps features and benefits.
Define a feature?
Is an identifiable characteristic of an organization or product.
Define a Benefit?
The specific value a feature provides to a person
Why to Enable?
To demonstrate how the Marine Corps can create the desired change
When to Enable?
When you fully understand a need and have a way to address it
How to Enable?
Align with the need, Demonstrate how relevant features and benefits meet the need & Test For Yes.
What are potential “Wrong Turns” in regards to Enable?
- Features without benefits (what’s in it for me?)
- “Dump trucking” irrelevant features and benefits.
Define Gain Commitment?
Obtaining the most aggressive commitment possible
Why Gain Commitment?
To move the process forward
When to Gain Commitment?
When you have successfully Enabled and believe there is a willingness to commit.
How to Gain Commitment?
Summarize Priority Benefits, ask for a commitment, State next steps and Test For Yes.
What are potential “Wrong Turns” in regards to Gain Commitment?
- Rehash the whole conversation
- Summarizing features not benefits.
- Asking for an easy commitment
- Introducing new information
How to Maintain Commitment
- Provide collaterals
- refer to websites
- Prepare applicant to speak to parents or other influencers
How to Respond to Refusal?
- Ask questions to understand refusal
- Restart the conversation if appropriate,or
- Respect the Refusal and Preserve the Relationship.
What is meant by Aggressive Commitment?
A commitment that stretches the farthest while still being appropriate to the situation.
Define Respond to Objections
Responding to objections in a way that resolves them
Why to Respond to Objections?
To fully inform and to keep the sales process moving forward
When to Respond to Objections?
Anytime in the process that an objection comes up
How to Respond to Objections?
- Ask questions to understand the objection
- Respect the objection
- Test for Yes
What are potential “Wrong Turns” in regards to Respond to Objections?
- Not understanding the objection before trying to respond to it
- Trying to tip the scales with the wrong benefits
- Arguing
Define Respond to Disinterest?
Gaining agreement to have a conversation with someone who is disinterested
Factors that cause Disinterest?
- Person may be content with their current circumstances or have future plans that are satisfactory.
- They may have made other decisions that eliminate any reason to talk to you.
- Their motivators are not currently strong enough to drive a priority need or to move them into action.
Why to Respond to Disinterest?
To motivate someone who is not interested in a conversation
When to Respond to Disinterest?
When the desire to achieve of change something is not apparent
How to Respond to Disinterest?
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