mastering relationship management skills (mrms)

Mastering RelationshipManagement Skills (MRMS)

PRESENTER’S NAMEMonth Date, Year

© 2016 DTM Associates

Perceptions of Salespeople

• Think of a POSITIVE experience with a salesperson.

What was it about the experience you DID like?

• Think of a NEGATIVE experience with a salesperson.

What was it about the experience that you DIDN’T like?

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Intention vs. Reaction

Intention Message or Action Reaction

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Meeting Dynamics

CONTENT PROCESSX=Meeting Success

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The Most Important Distinction

SolutionsVS.Needs

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Needs as Objectives

Needs = Objectives

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HIGH

HIGH

LOW

LOW

Controlling(W-L)

Indifference(L-L)

Collaborative(W-W)

Dependency(L-W)

Self Focused

Donor Focused

Win-Win Relationship Management

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The Consultative Process

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The Consultative Process

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Framing

• Introductions (Customize and Explain Role)• Connect/Pace• Overview of JDRF (as needed)• Confirm Agenda (Yours and Theirs) & Confirm Time• Explain Purpose of Questions

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Platinum Rule

Do Unto Others As TheyWant Done Unto

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The Consultative Process

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The Content Side of Questions

• Fact-Finding Questions

• Needs-Finding Questions• Priority

• Vision

• Hypothetical

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The Process Side of Questions

• Double Clicking Questions• Closed/Open-Ended Questions• Rationale Questions• Sequencing/Categories

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Count the F’s

FEATURE FILMS ARE A RE-SULT OF YEARS OF SCIENTI-FIC STUDY COMBINED WITHA LOT OF EXPERIENCE

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Listening

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Listening for Content/Context

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Get Agreement on Needs

• “I” message: “As I understand…”• Playback all the needs/objectives• Gain agreement: “Is that correct?”• Seek additional needs: “Miss any? Anything else?”

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The Consultative Process

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Spray and Pray

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Spray and Pray

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Hitting the Mark

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Relationship Management!

© 2016 DTM Associates

THANK YOUEnter First Name Last Name

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