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?


Intention vs. Reaction

Intention Message or Action Reaction


Meeting Dynamics

CONTENT PROCESSX=Meeting Success


The Most Important Distinction

SolutionsVS.Needs


Needs as Objectives

Needs = Objectives


HIGH

HIGH

LOW

LOW

Controlling(W-L)

Indifference(L-L)

Collaborative(W-W)

Dependency(L-W)

Self Focused

Donor Focused

Win-Win Relationship Management


The Consultative Process


Framing

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


Platinum Rule

Do Unto Others As TheyWant Done Unto


The Content Side of Questions

• Fact-Finding Questions

• Needs-Finding Questions• Priority

• Vision

• Hypothetical


The Process Side of Questions

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


Count the F’s

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


Listening


Listening for Content/Context


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?”


Spray and Pray


Hitting the Mark


Relationship Management!


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mastering relationship management skills (mrms)

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