COMMUNICATION & CLOSING SKILLS
Program Outline
Communication is a
professionally taught skill Throughout our professional career most of the
training we undertake for our position is based
around hard skills. What is critical for the execution of
those hard skills is our capacity to communicate in a
way that is both effective and efficient in providing a
positive outcome for the business we are in.
What our Communication Skills Program brings to
your team is the capacity to build trust and rapport
through a stronger form of communication.
This program has been designed to provide all
Management levels, BDM’s, SRM’s, Consultants,
Customer Service, Account Managers and
Relationship Managers with the skill to gather all the
information they need during the sales, research or
needs analysis interview and develop tools and
processes to help manage the relationship with their
client.
Communication & Influencing Skills
What this program offers
This program will help establish how to best
communicate their ideas and objectives in a way that
motivates the listeners and distinguishes them from their
competitor.
This module focuses on developing the skills needed to
influence Customer/Client decisions and improving their
CLOSING SKILLS”.
This becomes an important component of their
communication journey. This module delivers the M.E
process of how to present the tailored solution to ensure
a positive outcome and how to close the business.
The M.E section of A.S.K.M.E is where the participants
will go through the process of matching features and
Customer/Client benefits to a set of Customer/Client
needs.
Even the best salesperson will develop their skill from
this powerful program, by changing their whole
perception of what communication is when CLOSING a
sale.
Communication & Influencing Skills
What this program offers
The program will help establish how to best gather
your client’s ideas and objectives in a way that
motivates them to engage at a much deeper level
and articulate their true needs, requirements and
circumstances.
This minimises any misunderstanding; builds the
appeal of your message; and reduces the risk of
people losing interest or getting bored, even when
the information may be technical or unpalatable.
This programs provide participants the opportunity to:
1. Learn a powerful communication process.
2. Taking control of the agenda.
3. Introducing your company
4. Motivating the Customer/Client
5. How to CLOSE with Needs, Features &
Customer/Clients Benefits
Communication & Influencing Skills
What this program offers
Communication & Influencing Skills
Empathic selling vs.
projection selling
Clarity of the client decision
making processes
Empathic listening
Providing value to the
customer through note
taking
Move away from
detrimental learnt
behaviours
Second Stage Objection
Handling, we establish in
this program whether it’s
an objection or a condition
and how this can affect the
CLOSE
Specific phases of a well-
structured meeting and
knowing when to CLOSE
Appealing to clients key
emotional & functional
drivers
Improved client buy-in
when the CLOSING
phase kicks in
Note taking, how to
review and use them in
the meeting to ensure an
easy transition to the
CLOSING
Setting objectives,
strategies, action plans
with the customer/client
once you have CLOSED
In this session we will
develop the skills
necessary to present the
investment
PROGRAM OUTLINE
The A.S.K.M.E Process
Ask questions: understand people’s needs,
requirements, drivers and circumstances.
Seek confirmation: the needs, requirements,
drivers and circumstances are correct.
Knowledge in summary: recognise, identify and
be acquainted with their world from their
prospective through the power of summarising.
Meet needs with a solution, customised to suit the
agreed set of needs.
Ensure acceptance of your solution.
Participants will learn a powerful questioning
technique, which includes a systematic way moving
them to the buying phase. They will learn the skills to
keep the customer engaged and discussing what is
important to them.
Communication & Influencing Skills
Second Dimension
Questioning Skills
Through this program they will be introduced to skills
that deliver the most engaging responses through
their questioning skills.
They will be given a process called Fact, Change
and Opinion, this structure of communication will be
overlaid and integrated into what we call the
funnelling process.
This will give the participant the ability to design and
develop questions that will encourage the
Customer/client to respond form a consequential
point of view, thus giving the participant even
stronger hooks to achieve powerful/positive response
when CLOSING.
Communication & Influencing Skills
PROGRAM OUTLINE
Buyer Modes
During the session we explore the possible pitfalls of
buyer Modes and introduce the participants to
effective ways of dealing with Customer/Client
Modes, Behaviours and language through Advanced
Questioning Linked to those Buyer Modes.
The 5 step Presentation Wheel
Linking the solution to the customer’s needs, the true
meaning and skill required to link Features, Needs &
Benefits and how this process will have the
Customer/Client buy for you!
Presentation Structure:
Restate the need
Product/Service
Features/Proof
Benefit statement
Summary close
Communication & Influencing Skills
PROGRAM OUTLINE
Needs, Features & Customer Benefits
This becomes an important component of the
program following the needs analysis section when
participants will go through the process of matching
features and customer benefits to a set of customer
needs.
Second Stage Objection Handling
We establish in this program wether it’s an objection
or a condition, we review the three step process and
give the participants the skills to deal with three
areas that often affect their ability to manage them.
Why do we get them?
How do we tend to feel?
How do we react?
During the session we will coach and role play
examples that will give them the best possible
chance of handling any objection.
Communication & Influencing Skills
PROGRAM OUTLINE
Presenting the Investment
Many people have not been given the tools or
techniques to present and investment to a
Customer/Client in a positive way without giving
away revenue. In this session we will develop the
skills necessary to present the investment.
Areas to be covered are:
Presenting value
Ways To Reduce Price Resistance Language
Managing price issues
The session will also include ways to present:
The Benefit burger
Split-up
Lowest common denominator
These new skills will take on a very different delivery
process than they have ever seen before. The ability
to manage objections, handle price and second
dimension questioning skills, will be covered in
depth.
Communication & Influencing Skills
Communication & Influencing Skills: Program Outline
The Four Stages of Learning – managing your PAST EXPERIENCE filter systems
Review their current QUESTIONING SKILLS – What are their fact finding abilities like
and how to improve them
Second dimension questioning skills
Understanding buyer modes
Advanced questioning linked to buyer modes
How to present the company in a powerful and dynamic manor
The 5 step Presentation Wheel – A simple process to present their solution
Presentation pitfalls
How to link features and benefits to the solution that meets their customer/client
needs, requirements and circumstances
Stage two techniques of objection handling
Presenting the investment – how to have the customer/client buy from you!!
Ways to reduce price resistance (Language and delivery)
Gaining commitments – The Art Of CLOSING
Effective sales communication
Follow on support tools
There are six ongoing support tools designed to
provide guidance and advice for participants.
ASK-M.E – a simple, practical yet powerful sales
structure that will give you the total control over the
sales process.
Second Dimension Questioning Skills – Allows the
participant to delve deep into customer
requirement to truly gather information in a very
structured manner.
Fact Change and Opinion tool – allows
participants to develop consequential questioning
techniques.
The 5 step Presentation Wheel – The Solution
Circle is a five step process which gives the
participant the ability to present a solution linked
to the Customer/Client needs, requirements,
drivers and circumstances.
.
Communication & Influencing Skills
Follow on support tools
Presenting the Investment – The Price Resistance
tool will show the participants how to deliver the
investment in the best possible light. They will
also understand the complexity and rational
behind the different skills and techniques to
introduce the investment to the Customer/Client
that will achieve the best possible buy in.
Second Stage Objection Handling – is a three
step process which will give participants the best
possible chance of handling any objection and/or
difficult Customers/Clients.
Buyer Modes – Helps establish what the
Customer/Client Drivers are, and demonstrates
what processes and actions are needed to be
applied to gain commitment.
Communication & Influencing Skills
Achievable Outcomes
Upon completion of this program, participants will have:
Understand the fundamentals of advanced
questioning techniques to develop a much deeper
understanding of the Customer/Client’s business.
Be aware of the personal motivations and
expectations of their Customer/Client’s.
In particular, have an enhanced understanding
about the customer’s future business plans,
changes, personal views and opinions.
Have a powerful way of handling customer
objections or just dealing with Difficult People.
Have an understanding on why price objections
arise and will be able to use one of three processes
to deliver the investment.
Have a structured process to make the most
effective and impactful presentation in terms of
benefits to the customer, linked to their needs.
Communication & Influencing Skills
Achievable Outcomes
Conduct a concise and meaningful presentation of
the product features that relate to the customer’s
specific situation and needs, stressing specific
benefits
Ensure that the customer can relate the benefits of
my proposal to their situation and needs
Reduce the likelihood of objections occurring
Describe reasons why there may be resistance to
asking for a commitment
Demonstrate techniques for surfacing and handling
objections
Demonstrate a methodology for objection handling
Demonstrate ability to present price and handle
price issues
Demonstrate the abilities to ask for commitment
related to the CLOSE and next steps
Apply and develop these skills in “real plays” to
ensure they walk away with a clear understanding of
HOW TO CLOSE A SALE.
Communication & Influencing Skills
How We Facilitate
Using a small workshop environment Navig8 will
conduct the session over two days and introduce the
participants to techniques and skills that will change
how they CLOSE a sale.
The session will incorporate strategic interactive role
plays to demonstrate the power behind each of these
skills they are introduced to.
This clarification will support the learning and needs
to be practiced for at least 12 months to stop you
from falling back into old habits.
Communication & Influencing Skills
How We Facilitate
Our role plays will highlight:
Empathic Communication and Non-
Confrontational Selling techniques.
A review of the Four Stages of Learning process.
Interactive sessions allow participants to own the
process of influence.
Buyer Modes and how we need to interact with
them.
Customer/Client Drivers, and demonstrates what
activities can be used to gain commitment and
CLOSE
Second Dimension Questioning Skills the Power
of questioning skills at a completely different level
and learn the psychology behind what motivates
your Customer/Client to make decisions through
communication.
Communication & Influencing Skills
How We Facilitate
Our role plays will highlight:
Listening with the intent to understand – The keys
of language and preferences behind the
customer’s words.
How to utilise the Funnelling Technique overlaid
with the Fact Change and Opinion structure -
which will manage and track the dialogue through
a powerful process.
The importance of knowing your Products &
Services – needs, features & customer benefits
analysis.
When to CLOSE and when to stop talking, we will
demonstrate how often we loose a sale through
talking!
Communication & Influencing Skills
Course Materials
We appreciate and understand important learning
preferences. As such our workbooks are a highly
visual, well structured and design.
We appreciate that the actual material needs to
reflect the type of dynamic content and facilitation
that navig8 delivers.
Your course materials will be in keeping with their
branding as well as deliver a visually appealing
product to ensure these materials stay as an
important and constant referral source.
Communication & Influencing Skills
Program Testimonials
“Thanks for coordinating and leading our Influencing
Skills Workshop. The feedback from the team was
extremely positive and I appreciate the intensity you
brought to the workshops.
As a result of the workshop I’m extremely confident,
with the level of right practice, the ability of the team
to develop and retain external business relationships
will significantly lift. This will flow through in terms of
stronger business outcomes.
I look forward to working with you further and please
do not hesitate to use me as a reference for any
prospective clients.”
Andy Wright,
Head of International and Agency Channels
Testimonials
“St.George Bank has employed the services of
Michael Morgan to deliver communication programs
to its Business Development Managers operating
in the mortgage broking channel.
The programs are:
State and Behavioural change and the Process of
Communication
Business Leverage through Communication.
The delivery by Michael for both programs was
professional, articulate, comprehensive and
interactive. Michael impressed a diverse group of
individuals with his skill in dealing with their
respective abilities in the communications field. The
knowledge imparted by Michael has provided
increased confidence of each of these individuals in
dealing with negative situations and through
improved questioning techniques improved their
ability to better understand the needs of their clients
and close a sale. I am happy to endorse the delivery
of these programs by Michael Morgan to other
sales forces.”
Paul Schultz
CHIEF MANAGER
Mortgage Broker Sales
Testimonials
“I am writing to congratulate you on the great
workshop you ran with our team recently. This was
the second of two workshops you ran over the last 6
months. The feedback so far suggests that many of
the questioning techniques and closing skills are
helping the team open up their dialogue with their
customers. They are getting closer to uncovering
their customers needs and concerns and feel more
confident they will build stronger and lasting
relationships.
Our team are a very experienced groups of sales
professionals. You have earned the trust of a very
diverse and discerning team of people plus gave us
a lot of fun along the way. Thanks once again.”
Marlene Tanner
Business Unit Manager
Testimonials
Michael Morgan successfully facilitated and delivered an
Influencing and Communications skills program to the
Australian Life Insurance national sales team. This
knowledge and capability gap was constructively and
effectively filled. After gaining some feedback post the
program, well channeled energy was then directed into the
implementation of the individual participant’s specific needs.
The sales leadership team identified influencing and
communications as a gap in the sales team’s skills and
desired to have that gap highlighted and filled as a team-
wide exercise at our recent national conference. Navig8 was
selected based on technical expertise, industry knowledge,
briefing methodology and real proficient approach to
delivering an internal specialised training/skills program.
As a result of undertaking the program, which included
quality one-on-one feedback sessions between Michael and
our leadership and frontline sales staff, we are satisfied that
the overall program met the brief. Michael Morgan assisted
with ongoing implementation by passing some of the desired
mentoring and coaching skills to the leadership team which
in turn allows them to continue developing the remaining
sales staff.
Tasso Papachatgis
Chief Executive Officer
Testimonials
Level 12, Suite 5
187 Macquarie Street
Sydney NSW 2000
t +61 2 9233 8878
www.navig8.com.au
171 Gloucester St
The Rocks,
Sydney 2000
P: 9233 8878