The CallSource The CallSource Prime Solution #5:Prime Solution #5:

DesignDesign

Our call is being Our call is being recorded . . .recorded . . .

Today’s AgendaToday’s Agenda

• Your week in review• Secret seven + 2• Design, Part 2• For next week . . .

YourYour week in review . . .

Secret Seven + 2Secret Seven + 21. “How are you monitoring the effectiveness of your team’s phone skills?”

2. “What is your (employee/customer) retention rate right now? What are you doing to improve it?”

3. “Would you please tell me how you are providing training to your team?”

4. “When was your last fair housing class?” “Were you pleased with the results?”

5. “How quickly are you able to train your employees?” “How are you giving your new employees the training they need before they deal with your customers”

6. “How are you monitoring and evaluating the effectiveness of your advertising and marketing?” “How is that working for you?”

7. “Please tell me about your budget process – when do you start your budgets and when are they typically approved?”

8. “Would you please share your thoughts about who your competitors are and your strategy for dealing with them”

9. “How would you describe your corporate culture?” “What trends are you following, and do any of them keep you up at night?”

“Selling is not just about managing viable solutions to the customers that require them. It is equally about managing the change process the customer will need to go through to implement the solution and achieve the value promised by the solution . . .

One of the key differentiators of our position in the market is that attention to managing change and making change stick in our customers’ organizations.”

Jeff Thull

No Mind Reading!No Mind Reading!Clarify all “Fat” Clarify all “Fat” and “Loaded” and “Loaded” words!words!• ReliabilityReliability• QualityQuality• EasyEasy• SoonSoon• ValuableValuable• SupportSupport

In Diagnose, we In Diagnose, we work together to work together to

determine the cost determine the cost of the problemof the problem

In Design, we work In Design, we work together to together to

determine the value determine the value of the solutionof the solution

Return on Solution – Cost of Return on Solution – Cost of Problem = ValueProblem = ValueROS – COP = VROS – COP = V

Value x Customers expected Value x Customers expected return on investment (ROI) = return on investment (ROI) =

InvestmentInvestment

Design Phase GoalsDesign Phase Goals• Establish expectations about solution Establish expectations about solution

outcomes.outcomes.• Determine the methods and alternatives Determine the methods and alternatives

for obtaining those outcomes.for obtaining those outcomes.• Specify investment levels and Specify investment levels and

implementation timing.implementation timing.• Define criteria that will govern buying Define criteria that will govern buying

decisions.decisions.• Build consensus and confirmation among Build consensus and confirmation among

the cast of characters.the cast of characters.• Minimize risk of change to customer.Minimize risk of change to customer.

Design – 3 RisksDesign – 3 Risks•Process riskProcess risk

• Implementation & Implementation & operationoperation

•Performance riskPerformance risk• Outcomes producedOutcomes produced

•Personal riskPersonal risk• Is it working?Is it working?

• What does the What does the desired state look desired state look like?like?

• Ask questions to Ask questions to generate more generate more detail about the detail about the outcome.outcome.

• Establish a specific Establish a specific definition of the definition of the elements of the elements of the outcomes and outcomes and establish an exact establish an exact figure.figure.

• Ensure that the Ensure that the customer’s customer’s expectations are expectations are realistic and realistic and attainable.attainable.

Design – 3 PitfallsDesign – 3 Pitfalls• Premature Premature

PresentationPresentation• Unpaid Unpaid

ConsultingConsulting• Creeping Creeping

EleganceElegance

TimingTiming

• ImplementationImplementation• MeasurementMeasurement• Problem SolvedProblem Solved

Decision CriteriaDecision Criteria• Decision criteriaDecision criteria

•FeaturesFeatures•SituationsSituations•CapabilitiesCapabilities•Material specificationsMaterial specifications

• Questions to askQuestions to ask• Discussion Discussion

DocumentDocument

Next class: 4/17/06Next class: 4/17/06

• Read pages 179 - 194 of The Prime Solution.

• Read pages 147 – 183 of Mastering the Complex Sale.

• TWO DIAGNOSTIC QUESTIONS!