Futrell/Valvasori, ABCs of Relationship Selling through Service, 6th Canadian Edition ROLE PLAY CLOSING Chapter 11 OUTCOMES CONSULTING Overview As the salesperson for Outcomes Consulting it is your responsibility to build the account base. You must prospect new clients to uncover their needs and offer solutions to their problem(s) by signing on with Outcomes Consulting services. Outcomes Consulting provides consultants to organizations of all types, sizes, and industriespublic and private, multinational, mature and startup. No agenda is too large or too small. We enable the organization, management, and the workforce to create exceptional outcomes. By going beyond strategies to actual execution, we can help you achieve goals that were previously unreachable. We achieve results through working side by side with our clients. Listening carefully, we develop an in-depth understanding of your business, agendas, and goals. Then we apply the best mix of solutions specifically designed to your needs and to address the issues of todays economy. Our goal is to help you reach yours.

Market For those who need guidance or assistance with their business large or small. Current accounts include:

High Tech. Financial services Global Diversified Markets Small Business Applications Real Estate and Hospitality Consumer and Industrial Markets Retail/Wholesale Automotive Life Sciences Government Offices

Product Features

global business advisor objective, experienced professionals industry focused professionals create partnerships with clients delivery of measurable results build lasting relationships competitive advantages created deep industry knowledge technology expertise solutions with real, tangible value deliver what we promise committed to client success results-focused solutions profit gains positioning strategies developed

Customer 1 Role Egotistical and Expert Compliment and T account Probability or Negotiation. You are the Sales Manager for a consumers product company. Your sales force consists of 12 representatives across Canada with substantial geographic areas to cover. They had been very motivated and increased sales >11% consistently over the past 5 years. This year sales have been very slow with the business growing at 1% overall. The cereal sales division has enjoyed a 9% increase to date and continues to secure more business week to week. Your salespeople have an additional product, a newly created snack food. With the new snack currently being sold by your representatives the business in your division should have doubled that of the cereal division. Over the 10 years that you performed the sales function you received numerous awards for achievement. You are the very best salesperson in the food industry and your sales force must rise to the same level.

Salary and bonus programs are well above industry average. In the past you have increased these amounts to entice the sales force. For the first time in many years you do not have a solution and your year-end bonus is based on them achieving quota, which is a substantial sum of money. In desperation you have contacted a consulting firm but what could they know about sales that you do not already know and have tried.

Customer 2 Role Indecisive T Account and Negotiation As the HR manager of the Golfing and Special Events corporation you have enjoyed the luxury of hiring, training and promoting an organization that has grown from 10 individuals to 1,250 employees across Canada. The organization has changed considerably over the last 3 years and there have been negative consequences for your department. The rate of turnover has increased from 2% to 15% and continues to climb. Recruiting appropriately trained and knowledgeable staff into these positions is difficult resulting in many positions being left empty for many months. Sales and profitability have been decreasing annually and the president wants a solution. Your staff have attempted to resolve the situation without success. You have considered discussing the situation with other HR managers and have contacted a Consulting firm only as a last resort.

Customer Role Play 3 Customer has predetermined beliefs. T- Account Urgency Probability or Negotiation. As the CEO of a major global company you have a vested interest in the financial success of this company. There have recently been many new entrants into your market. This increased competition is placing the company in a very weak global position. The stock has been decreasing in value daily and you must find a solution. A board meeting was called last week to brainstorm possible solutions to this dilemma. Unfortunately there were no new insights or possibilities placed on the table. The board members have been instrumental in suggesting many of the recent positive changes. This situation is obviously more serious and difficult than you had anticipated. Your golfing buddies are also involved with the global market and when you approached them with your problem they were also unable to suggest any alternatives.

Running out of options and time you made a call to a consulting firm for a meeting. In the past you have used consultants and had very bad experiences. They were overpriced and created more problems than solutions. This is not your first choice but you are willing to have the meeting.

Sales Performance Checklist (Observers Checklist) Professional Approach Exhibits a professional attitude _____________________ Honest and ethical _____________________ Tries to solve problems Presentation Did the salesperson use Persuasive Communication? Ask questions Be empathetic Keep the message simple Create mutual trust Listen _____________________ Have a positive attitude and Be enthusiastic _____________________ Be believable _____________________ Did the salesperson get the prospect involved? Evidence statements _____________________ Testimonials

Handling Objections Were the four steps followed? Acknowledge _____________________ Identify and clarify Meet the objection Use a trial close _____________________ Did the salesperson effectively overcome the objection? _____________________ How did they overcome the objection?________________________________________________________ ________________________________________________________________ Closing Yes No Comments Which type of closing was used? Assumptive Alternative choice Technology Negotiation Probability Compliment Summary of benefits Minor points T-account Urgency Use of Trial Close _____________________ Was the deal closed? Comments:_______________________________________________________ _______________