WEEKLY CHALLENGE-CLIENT CARTOGRAPHY
COMPLETE BY FRIDAY
Complete at least one task from the options below and report back your results through the survey link provided in your weekly email.
Option 1 (Easy) - Client Research
Swap clients with a colleague and spend 30 minutes researching each others. Share what you’ve discovered and your research tips. See if you can uncover something they might not have known before.
Option 2 (Medium) - New Opportunities
Re-research your bottom 3 clients like it was the first time. Discover 2 new selling opportunities that you didn’t notice before. Tell your manager your strategy for approach.
Option 3 (Hard) - Connection
Complete the org chart for your top 2 clients and circle a new relationship in each that you’ll connect with this quarter. What steps will you take to make that connection?
Option 4 (Expert) - Suspend Your Agenda
For the first few minutes of your next three client interactions, use at least 2 Short Open Questions (no statements, no agenda) to drive dialogue. Report back in the survey link the learnings.
WEEKLY TIPS TO HELP YOU ALONG THE WAY
People, not organizations, make decisions. Understanding who you are selling to is just as important as what you are selling.
When you master empathy, you master human relationships. Listening to other people it creates deep emotional connections because it makes them feel significant and important.
Trust is a neural network that lives in the executive functioning part of the brain, the Prefrontal Cortex (PFC). If the trust network is active, then your client is PFC dominant, and that means more creativity, innovation, risk-taking, connection, and optimism.
Push & Pull Dynamic: If you become good at pulling information out of your client, gaining their trust through listening & empathy, then you’ll be able to push them when it’s appropriate, when you know that your recommendation is going to help them.
The 3 essentials to mapping your client & knowing their people:
1. A Map - create an organizational chart and look for the nuances: are your contacts diverse or are you clustered in one small area of the organization? How far away from the decision maker are you.
2. Relationship to your Company - Fill out the relational grid in your workbook. Identify those that are your biggest skeptics and learn why.
3. Your Psychology Hat - Each person on your relational grid has different ways of working, different ways they want to hear information, different ways they make decisions. Capture theses likes and dislikes in a place that is shared with your team.
Talk Less. Listen More. Care.
Just like Santa Claus in the movie Miracle on 34th Street. Discover what your client really needs and point them towards what they really need without your agenda in mind.
Suspend your agenda and take on a role of Active Listening through the use of SHORT OPEN QUESTIONS.
- Like what?
Give an example?
- What’s behind that?
Why is that true?
Tell me more?
In what way?
Why these questions?
When you ask a question and your client looks right back in your eyes as they answer, then it’s not an original question for them. They’ve had this question before.
You want to get them below the water line. What’s going on underneath the surface. If you continue on a question path that includes short open questions, with any agenda from you, you get them to open up more and more.
When do you use these questions?
When you don’t have all the information - Use them to dig deeper and discover more about your clients needs.
When you do have all the information - huh? Yes. Even if you know what the client is going to say, keep the spotlight on them to say it. This dialogue builds trust, builds the connection.
Get Over Yourself.
Forget yourself. The speaker doesn’t matter. How you sound, how you look; when you think it’s about you, you put up a barrier that blocks you from connecting with the client and becomes an unwinnable scenario. When you just let go of you, and throw yourself into your content and the client: that is when the magic happens. That’s when greatness emerges.