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  • Tom Hopkins-Cardservice International Training Booklet PDF

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    Tom Hopkins-Cardservice International Training Booklet PDF

    Încărcat de

    David G. Kariuki

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    © All Rights Reserved
    Descărcați ca PDF sau citiți online pe Scribd
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    din 99
    THE ENERGY OF SALES WUCCESS With Tom Hopkins Notes General Information For the Agent & Facilitator: It is against company policy to allow this video series to be viewed outside the approved class format. The videos are confidential and contain propri ary information regarding our company systems, policies, and procedures and should be in your possession at all times. Your basic function as the facilitator is to give a very brief I introduction of the topic the video will cover. It is not Vy, necessary to take longer than a few minutes to do this as the video will give the class participant all of the necessary information. Do not invest time telling war stories about how you became successful in the industry. Make sure your class knows that you will be asking them a lot of questions regarding the video that they are about to watch and to make sure they fill in all the blanks in their workbook as they watch the video. Also, let them know that they will be tested on the material. In other words, make it clear how important it is for them to pay close attention and to take notes. Copyright 1999 Cardservice International & Tom Hopkins International, Inc. b Notes ae The Energy of Sales Success At the end of each video session, follow the guidelines in instructor's workbook. It is okay to adlib to a small degree when covering the workbook, but remember the KISS rule and Keep It Short & Simple. If you use the instructor’s workbook properly, you will be asking the class participants many questions so that there is a high level of participation. Don’t just get up in front of the class and re-teach the entire video. Your job at this point is to get them thinking about what they just learned by asking questions and leading them to the answers Make sure that you carefully follow all instructions in your workbook on role playing and group exercises ‘The importance of role playing and the group exercises during this training period cannot be emphasized enough. The goal of this program is to involve as many senses as possible. This is why we have them watch it, listen to it, take notes, answer questions, role play where applicable and then be tested on what they have learned Consider using small gifts such as tee shirts, water bottles, etcetera for any class participant that give a correct answer during your facilitation. Don’t over use this teaching technique or it will hold no value. Make sure that if ii copyright 1999 Cardservice International & Tom Hopkins International, Ine Notes General Information you give a prize, it is for giving a substantial answer or for performing a difficult role play. Always give the class participants a break after each session. Use the following timeline during your facilitation so you don’t spend more time on any one section than necessary. H__ Video session introduction — approximately 2 minutes. J Hl Watch the video — approximately 30 - 40 minutes yy, neem LA ®@ Facilitate the video — approximately 20 minutes. Break after each video — approximately 15 minutes. @ Total time for each session — approximately 2 hours. Your instructor's workbook is your tool for training success. It is a pre-planned outline designed to ensure success during the training process.As we all know, we will always be more successful when we follow a pre-planned presentation, so do not improvise. Follow the steps outlined in the workbook so your students will have the opportunity to get the most out of The Energy of Sales Success video training program and become Champion Cardservice International Sales Professionals! Copyright 1999 Cardservice International & Tom Hopkins International, Ine. Y Notes A The Energy of Sales Success The Energy of Sales Success with Tom Hopkins Video Sessions Introduction Running time: 39:22 Our comprehensive training program will help you recruit and hire sales champions. Your sales representatives will benefit from training tips and realistic classroom situations that give them the tools they need to succeed in the field. Session 1: The Ingredients — Understanding the Basics Running time: 37:19 Acquire the qualities and skills of a sales champion in today's fast-growing bankcard industry. H Your sales representatives will benefit from training tips and realistic classroom situations that give them the tools they need to succeed in the field. Session 2: The Formula — Getting New Business Running time: 38:59 H__ Discover the formula for successfully landing new merchant accounts in the booming credit card industry. BH Gain the knowledge and ability to prospect for leads, work “warm” markets, and network in your local business community. iv Copyright 1999 Cardservice International & Tom Hopkins International, Inc. Notes General Information Session 3: The Method — Making a Great First Impression Running time: 23:53 @ Learn the secrets of making a good first impression and establishing a rapport with potential clients Develop the know-how to put potential clients at case, gain their confidence, ascertain their needs, and determine how best to qualify them for an account. Session 4: The Presentation — Perfecting Your Presentation Skills Running time: 30:41 ® Gain sales presentation skills that capitalize on the fact that all merchants want to be more successful and improve their business. H _ Perfect the ability to educate potential clients on the many benefits and advantages of doing business with Cardservice International, and learn how to avoid overloading them with information. Session 5: The Magic — Closing Strategies Running time: 57:27 H _Our proven closing strategies and techniques will help even the newest sales representatives cement opportunities and sign new accounts. H Acquire a sixth sense that allows you to recognize a potential client’s buying signs, and gain insights on what questions to ask and when to ask them. Copyright 1999 Cardservice International & Yom Hopkins International, Inc. v el The Energy of Sales Success Session 6: The Power — Expanding Your Business Running time: 57:44 Our quality products and services will generate quality introductions and give you the opportunity to greatly expand your market share Hi _Develop relationships with satisfied clients to acquire quality introductions to other merchants who could benefit from Cardservice International’s electronic payment solutions. Session 7: The Strategy — The Basic Merchant Account Sale Running time: 3: 5 BH Whether you have an appointment or are cold-calling we will provide you with the tools, techniques, and strategies to set up a basic merchant account at any business. Learn how to address a client's electronic payment concerns and offer our Visa/MasterCard, ATM/debit and check guarantee solutions. Session 8: The Expansion — Inbound and Outbound Telephone Skills Running time: 34:37 We can help you apply your new selling strategies to telemarketing, enabling you to convert inbound telephone inquiries into opportunities. Hl __ Discover how to set up appointments and expand your sales market via outbound calls to businesses in need of electronic payment solutions. Vi Copyright 1999 Cardsorvice International & Tom Hopkins International, nc SS ASSES General Information Session 9: The Key — How to Approach the Corporate Sale Running time: 31:50 H_ Obtain sales skills and strategies that will allow you to land coveted high-volume corporate accounts Use our resources and sales experts to approach and sign corporate and/or multiple accounts. Session 10: The World — Upgrading Your Clients to Cardservice Internet Services Running time: 15:40 H Our Internet payment solutions and services will allow you to introduce new and existing clients to a global marketplace on the World Wide Web. BH Become an e-commerce sales expert and tap into this virtually endless client base by offering merchants our flexible, secure, state-of-the-art payment modes Implementation ‘The entire program is just over 6.5 hours in length. It can be viewed in a group situation or on an individual basis It is recommended that your entire organization go all the way through the training series as soon as possible. Since the program includes a lot of material, you may wish to have your people view one tape per day until all sessions are completed. Or, you might want to set aside two or three partial-days to go through the training, allowing time for discussion of the content. Another possible method of implementation is weekend training. Copyright 1999 Cardservice International & Tom Hopkins International, Inc. Notes (I ZZ) 2 rn SS The Energy of Sales Success ‘As new people are added to your organization, schedule them to complete the series within their first week of employment. Chances are good that your people will want to re-watch several portions of the tapes for segments of particular interest to them. It is not advised to let the tapes be taken off premises. You may wish to check tapes out to individuals for viewing in the office only. Beware of information overload. Determine an effective pace for the training for your particular group. It is recommended that the Facilitator view each tape prior to showing them to a group or individual so you can be prepared to answer questions that might come up. Before showing the tape, review of the highlights of what the students should watch for. It is also wise, when viewing the series, to summarize points from previous tapes before starting a new one so the students can see how the program is building upon the previous information. Student Workbooks The student workbooks include key points the students should master to become successful in the transaction processing industry with Cardservice International. Many of these points require the student to fill in the answers from the video screen, Seeing, hearing and writing the material increases overall student retention. Critical phraseology is included verbatim so there's no risk the students could record it incorrectly. Copyright 1999 Cardservice International & Tom Hopkins International, Inc. el General Information Review student's notes and approve their completion of cach session in writing. Ask students to write in their workbook what the most pertinent point is from each session. Have them role play situations in which they can use the phraseology from the tapes so they have an opportunity to internalize it before using it with clients. Facilitator’s Guide In this Facilitator's Guide, you have the same workbook content as the students, as well as instructions for getting maximum results from the training, and an exam. The answers to the fillin’s are included here along with questions you should ask the students to ensure they have learned the material. Encouraging discussion of the material will also aid in the amount of retention students have with the material. Always give praise for student participation, even is the answer they give is incorrect. Attempting new things can be a rare event for some adults. Stress the importance of this learning proces Keep the atmosphere positive when it come to training. Exam a You will see this icon next to the material that appears on the final exam. Be sure to inform your students of which material to study. At the end of this guide are the exam questions pulled from each session of the video. You may give the exam orally or copy the pages from this guide and have your Copyright 1999 Cardservice International & Tom Hopkins International, inc. ix Y Notes ||] tS SS SEEDY The Energy of Sales Success students take it as a written exam. It is recommended that a score of no less than 80% be accepted as passing the course. If a student does well in one area and fails in others, you may direct them to watch the tapes again that cover their weak areas and re-test only on those topics. Follow-Up and Review Give your people assignments between training sessions. Have them memorize and apply certain strategies and report back to the group. When it is time for a review of the material, you may wish to assign a topic to each of your representatives and have them present it to the group. On a second or third viewing of the tapes, have the representatives note the most pertinent point of each session again. Chances are it will be something they don’t recall from the first viewing. This exercise will encourage them to want to review the tapes many times over. Invest time in evaluating the use of the material by your representatives. Consider posting some of the more pertinent phraseology around the office. Try to catch your people using the material and praise them openly for it. Encourage your representatives to share stories of success they have applying the material with the group. x Copyright 1999 Cardservice International & Tom Hepkins International, Inc. Notes Introduction — Hiring and Training Cardservice International Champions Running Time — 39:22 minutes The Personality Types of Salespeople 1. Perry Professional — plays by the rules, looks good, handles clients well. How to handle: keep him well-informed so he can continue to do what he does best. 2. Ursula Undermining — works behind the scenes | to challenge or defeat your directives. How to handle: seek her out. Try to discover what's really bothering her. Fix it or provide a career adjustment. 3. Ned Negative — always negative, a downer for other sales representatives, How to handle: provide a career adjustment as soon as possible 4, Albert Analytical — invests so much time in detail work and documenting performance that there’s little productivity. How to handle: challenge him to get out there and beat his own statistics. 5. Charlene Champion — a true team player. She sees positive in everything. How to handle: reward and recognize her performance. Enlist her aid in training and recruiting others into your organization. Copyright 1999 Cardservice International & Tom Hopkins International, Inc. 1-1 VY Notes The Energy of Sales Success Qualifying Questions for Potential Candidates 1. Describe your previous work experience. 2. What did you enjoy most about your previous job(s)? 3. What did you dislike? 4. Why did you leave? 5. Tell me about your last boss. 6. What's the greatest advantage you can bring to our company? ~ Do you see any disadvantages to you in the job description we've provided? 8. What training have you had since leaving school? 9. What are your long term goals and objectives? 10. What kinds of situations make you uncomfortable or nervous? 11. What would you want in your next job that you don't have now? 12. What are your income expectations? Manager’s Commitment Form 1. Define the sales representative's first and second year goals — financial and personal. Be sure to include family goals 12 copyright 1999 Cordservice internationel & Tom Hopkins international, Ine. Introduction — Hi Cardservie Ask how serious they are about those goals and get a commitment from them to achieving the. 3. Putit all in writing and both of you put your approval on the agreement. * If they falter in their achievement, pull this commitment back out and discuss the goals. If things have changed, make alterations and re-commit. If nothing has changed, use this agreement to re-inspire them. Then, help them overcome skills challenges with additional training. MANAGER'S COMMITMENT Thereby agree to do everything necessary to help achieve the goals we have mutually agreed upon this day and entered into his/her file. Approval SALESPERSON’S COMMITMENT Thereby agree to let clo what is necessary to help me achieve these agreed upon goals also realize my production is dependent upon activities that have proven to work. These include punctuality and attendance at all company meetings; using tools the company has created to ensure my success; keeping 4 positive attitude and maintaining, ‘my enthusiasm while in the presence of other salespeople; and avoiding jealousy, gossip and negative thinking, IfT am not living up to these commitments, I expect management to help me re-commit my goals, Approval__ Copyright 1999 Cardservice International & Tom Hopkins International, Inc. 1-3 Y Notes ee ll RS The Energy of Sales Success Training Tips 1. Make the training positive. 2. Don’t go through too many tapes at one sitting. 3. Never stop a video more than once. 4. Encourage participation = Monitor their progress. 1-4 Copyright 1999 Cardservice International & Tom Hopkins International, Inc. SA The Energy of Sales Success Session 1: The Ingredients — Understanding The Basics Acquire the qualities and skills of a sales champion in today’s fast-growing bankcard industry. @ Your sales representatives will benefit from training tips and realistic classroom situations that give them the tools they need to succeed in the field. Remind the students of their need to fill in the blanks in the workbook. They should also be advised to notice the body language and voice inflection used when Tom delivers phraseology. Questions to ask after viewing” 1. Did you get all of the blanks filled in your workbooks? 2. Are there any areas of this session that you would like re-iterated? 3. Asa review, what are the seven steps in the selling cycle? 4, Give me three of the twelve qualities and characteristics of a Cardservice International Champion. Put checkmarks next to those you are choosing to work on developing in yourself. 5. Let’s review the fear-producing words on page 1 - 3 of the workbook. 6. For veterans: Who has ever had a “Freddie Freebie” personality-type of buyer? Tell us the situation and how you handled it. Have the students mark the material to study for their exam. 1: The Ingredients — Understanding the Basics Running Time — 37:19 minutes The Benefits of a Career with Cardservice International 1. You are involved in a fast-growing business. You provide a vital service to businesses. You are involved with cutting edge equipment and software, ‘You represent a first-class organization where service comes first. The Three Basics of Training a Product Knowledge Strategies & Tactics Altitude Copyright 1999 Cardservice International & Tom Hopkins International, Inc. 1-1 “You must always be excited and enthusiastic, and no one should ever know if things are not great” —Tom Hopkins V Y Cardservice Champions strive to acquire all of these characteristics. al The Energy of Sales Success The Qualities and Characteristics of a Cardservice International Champion 1. They are detail-oriented. 2. They act as expert advisors. 3, They deliver every presentation with enthusiasm. 4, They know how to create a sense of urgency for their merchants. we They are great educators. 6. ‘They have a higher goal than making a sale: to create an asset for the merchant’s business. 7. Their dress and grooming are impeccable. 8. They are highly ethical. 9. They take responsibility for self-education, 10. They understand they are selling their relationship with the merchant. 11. They Use their resources wisely. 12. They are team players ee 1-2. copyright 1999 Cardservice international & Tom Hopkins International, Inc Al of hove ‘words appaoe| onthe exo. 1: The Ingredients — Understanding the Basics The Greatest Destroyer of Sales The greatest destroyer of sales is the emotion of fear. People don’t buy logically, They buy emotionally, then defend the purchase logically, 1. The merchant is initially afraid of: a. 5 b. —_— c. ; and d. 2. Replace fear-producing words with positive picture words. Fear Word Positive Word Cost or Price Application Fee Initial investment Monthly Payment Monthly investment Contract Agreement, paperwork Buy Own Sell of Sold Get them involved, help them acquire Objections Areas of concern sign Authorize, okay, endorse. approve Deal Opportunity, transaction Copyright 1999 Cardservice International & Tom Hopkins International, Inc. Champions eliminate fear-producing words from their vocabularies. Y L Treat people like they want to be treated. ad The Energy of Sales Success Pitch Presentation Problem Challenge Appointment Visit Customer People we ser The Personality Types of Buyers 1. Freddie Freebie — always wants more. How to handle: give more service rather than discounts or materials. 2. Believing Bart — most likely a referral. How to handle: serve well to deserve the reputation that has preceded you. 3. Purchasing Polly — How to handle: provide figures and statistics. 4, Evasive Ed — tough to nail down. How to handle: be persistent. Note: Other vendors will also have find it hard to nail him down and most will give up 5. Griping Greg — may be a solid client, but needs someone to listen to him. How to handle: Call just before his busiest time of the day so you can provide service, but not get stuck listening to his complaints. 1-4 Copyright 1999 Cardservice International & Tom Hopkins International, Inc. 6. Domineering Donna— very demanding and assumptive. How to handle: Put everything in writing. Take great notes during meetings and conversations. 7. Cindy Cynical — needs to have your promises proven to her. How to handle: Start with punctuality. Show up on time every time. Exceed her expectations. Copyright 1999 Cardservice International & Tom Hopkins international, Inc. 1-5 The sign of a true professional is how much they learn after they know it all. Y SS TSE The Energy of Sales Success Session 2: The Formula — Getting New Business Discover the formula for successfully landing new merchant accounts in the booming credit card industry. Gain the knowledge and ability to prospect for leads, work “warm” markets, and network in your local business community. Remind the students of their need to fill in the blanks in the workbook. They should also be advised to notice the body language and voice inflection used when Tom delivers phraseology. Questions to ask after viewing” 1. Did you get all of the blanks filled in your workbooks? 2. Are there any areas of this session that you would like re-iterated? 3. Did you fill in the blank with your commitment to meeting a certain number of people every day? If not, do so right now. 4. If with a group, role play the walkaround canvassing script. 5. Let’s come up with some examples of tie-down questions 6. What are some alternate of choice questions we can use. 7. What's a good question we hear in our business: that we can “porcupine?” 8. What are some other involvement questions besides those given in the video? Have the students mark the material to study for their exam. “Go in with the attitude that you The Formula — Getting New Business have something in Running Time — 38:59 minutes Sonen ae business owner, I get up every morning with a commitment to meet people which will bring me to enough quality presenta- tions to close the number of transactions I desire. And you do — you are also in business in the . community’ Prospecting 1. Warm canvassing — Tom Hopkins Walkaround canvassing J Each day, dedicate yourself to find businesses that you have not gone into. Go in to meet the My, business owner with an attitude that you are not going in to sell, but rather establish rapport. Build a foundation of people you can eventually move into a presentation with. Examples of some walkaround canvassing questions to ask the business owner: @ “Hi, how are you. I'm and ?'m in business in the community as you are. How is your business going?” @ “How long have you been in business here?” @ “Are you doing much networking with other businesses in the community?” When they ask,“What do you mean?”, you can reply: viously, you might know someone who might need my services, and I might know someone who needs your services, so we can help each other Copyright 1999 Cardsorvce International & Tom Hopkins Intemational, Inc, 2-1 a The Energy of Sales Success build our businesses together. That's one of the things my company does. We're in the business of helping businesses be more profitable. Do you have an interest in that? T have to run right now because I have an awful lot of people to see today. I know I’m going to enjoy working with you in the years ahead. I'm going to keep my eyes open for people I can refer to your business. If that okay with you?” Next, hand out your business card. Write thank you on the card and say: “May I give you my card? I've enjoyed visiting aa with you and you might note I wrote thank you on it and I guess I’m thanking you in advance for hopefully the opportunity to someday serve your business needs.” When they ask,“What type of business are YW) you in?”, you can reply: “I'm so glad you asked. Do you have a moment right now? I can show you how you can create ‘We're i . ra inthe more business and how you can get more business of business form that business. Does that sound all helping right with you?” businesses 2. Warm market be more A warm market is a market of people you already profitable. have that like you and trust you — family, friends, acquaintance. ees 2-2 copyright 1999 Cardservice Internationel & Tom Hopkins International, Inc. Most people The Formula — Getting New Business ey Lane helpful. Ask for help in finding people you can serve. letter V Call and get names of three people you might know who are in business for themselves or own a small business. To help them understand, ask their opinion of what you do. Copyright 1999 Cardservice International & Tom Hopkins International, ne. 2-3 —_—_—U—C The Energy of Sales Success “[ have been given an assignment. The management of my company has asked that I contact some friends and relatives and let them know about the business and get their opinions about what we're doing. Would you help me by being one of these people and allow me to pop by and visit with you in the next few weeks?” 3. Technical advancement prospecting Going back to existing clients with the newest services and the latest equipment. 4, Business groups Give of your time and resources. Then, build relationships that will allow you to not only enjoy, but do business with or get referrals from. 5. Orphan adoption Send a letter introducing new sales representatives to existing clients. Then, send the new sales representative out to meet and service that client. | 6. Lists ZY New business lists. Go in to a new business owner to congratulate him or her on being an entrepreneur. Yellow pages, organization rosters. Questions are the answer to The Art of Questioning sucoeas br alee, Le If I say it, they tend to doubt it. If they say it, it’s true. Four Reasons to Master Asking Questions 1. To gain control. moti To isolate buying 2-4 copyright 1999 Cardservice International & Tom Hopkins international, Inc. 2: The Formula — Getting New Business To isolate areas of concern. “What has been your experience with processing credit cards?” To establish rapport. “How’s business going?” “How long have you been in business?” Questioning Strategies 1 G Closed question A closed question demands one response. a.Tie-down questions ‘A tie-down question is a question at the end of a sentence that demands a yes response. amples of tie-down questions: ‘You would like to increase your competitive edge in the market, wouldn’t you?” “Lowering your overhead makes a lot of sense, doesn’t it?” “Attracting more people because of offering our service is something you should consider, shouldn’t you?” b.Inverted tie-down questions ‘An inverted tie-down question is a question in which the tie-down is placed at the front of the sentence. Tie-down question: “You're looking for a way to increase profits, aren't you?” Copyright 1999 Cardservice International & Tom Hopkins International, ne. 2-5 Inverted tie-downs tend to create more warmth than regular tie-downs. VY D The alternate of choice question works best for setting appointments. TS The Energy of Sales Success Zien Inverted tie-down question: “aren't you looking for ways to increase profits?” Tie-down question: “Having more clients to serve just makes sense, doesn’t it?” Inverted tie-down question: “Doesn’t it just make sense to have more clients to serve?” Tie-down question: “Meeting as many clients’ needs as possible is important to the growth of your business, isn’t it?” Now write the inverted tie-down question to the tie-down question listed above. ee Alternate of choice questions ‘An alternate of choice question is a question with two answers. Fither answer is a minor agreement. Examples of alternate choice questions: “T.can pop by on Tuesday after lunch, or would Wednesday morning be better for you?” “[ can rearrange my schedule to meet your needs, John. Would 10:00 a.m. be convenient, or should JT wait until 2:00 in the afternoon: a 2-6 — Copyright 1999 Cardservi Internetionel & Tom Hopkins International, Inc. — —— 2: The Formula — Getting New Business ‘John, would you prefer that we train you and your manager on the operation of your equipment, or should we include the entire staff?” 3. Porcupine questions ‘A porcupine question is answering a question with a question. Example of a porcupine questio Client:“Would you come in and train everybody?” Salesperson: ‘Is getting training for everybody something you'd really like?” 4, Involvement questions An involvement question is a question the client has to ask themselves after they've said yes to our offering. xample of involvement questions: “Where do you think the terminal should be placed?” “Some of our clients want our statements sent to the home instead of the office. Which would be best for you?” Copyright 1999 Cardservice International & Tom Hopkins International, inc. 2-7 Asking a question about their question helps darify why they’re asking so you can give better answer L Se The Energy of Sales Success Session 3: The Method — Making a Great First Impression @ Learn the secrets of making a good first impression and establishing a rapport with potential clients. @ Develop the know-how to put potential clients at ease, gain their confidence, ascertain their needs, and determine how to best qualify them for an account. Remind the students of their need to fill in the blanks in the workbook.They should also be advised to notice the body language and voice inflection used when Tom delivers phraseology. Questions to ask after viewing” 1. Did you get all of the blanks filled in your workbooks? 2. Are there any areas of this session that you would like re-iterated? 3. Let’s review the steps for building rapport. What other suggestions do you have? 4. Let’s review the NEADS qualification questions and discuss some of the answers we might hear to those questions. Have the students mark the material to study for their exam. a : The Method — Making a Great First Impression Running Time — 23:53 minutes Psyche-up by reliving one of the best presentations that you have done. @ Walk in with an air of confidence. @ Be aware of the merchant's tone of voice and match their volume. HI Match the speed of the merchant's speech. Building Rapport 1. Discuss something topical. 2. Give a sincere compliment 3. Use their name the way they give it. 4, Repeat their name four times. 5. Always look for areas of common ground, 6. Make good eye contact. 7. Let them know, “I’m here for you.” 8. Be careful with the handshake. 9. Put them at ease with an introductory sentence. “Let me begin by thanking you for the time we're going to share today. I hope we can consider this meeting somewhat exploratory, meaning I'd like to analyze your needs and show you how we at Copyright 1999 Cardservice International & Tom Hopkins International, Inc. 3-1 “The majority of people say yes fo a salesperson, not because of his cor her product knowledge or enthusiasm, but because of the salespersons air of confidence and how he or she walks in? — Tom Hopkins Y 5 ee Ss USES The Energy of Sales Success Cardservice International can provide you with the very best service in the transaction processing area of your business at the very lowest investment possible.” The N.E.A.D.S. Formula for & Qualification N. What do they have now? E What do they enjoy about what they have now? A. What would they alter? D Who is the decision-maker? “John, if we at Cardservice International are fortunate to have the type of processing for your debit and credit card needs that you're looking for, who other than yourself would be involved in the final decision? J S We are in the solution business. LZ The biggest difference in skill levels between top and average producers is their ability to qualify prospective clients. 3-2 copyright 1999 Cardservice International & Yom Hopkins Intemational, ne The Energy of Sales Success Session 4: The Presentation — Perfecting Your Presentation Skills @ Gain sales presentation skills that capitalize on the fact that all merchants want to be more successful and improve their business. ® Perfect the ability to educate potential clients on the many benefits and advantages of doing business with Cardservice International, and learn how to avoid overloading them with information. Remind the students of their need to fill in the blanks in the workbook. They should also be advised to notice the body language and voice inflection used when Tom delivers phraseology. Questions to ask after viewing” 1. Did you get all of the blanks filled in your workbooks? 2. Are there any areas of this session that you would like re-iterated? 3. Role play the common merchant concerns and answers. Be sure the students use proper voice inflection and body language. Have the students mark the material to study for their exam. 4: The Presentation — Perfecting Your Presentation Skills Running Time — 30:41 minutes Steps to a Presentation ‘The definition of presentation is the preparation for the final closing of the sale. 1. Establish rapport. 2. Use your introductory statement. 3. Get permission to make notes. 4. Present benefits. a. g 1o we are b. What we've done c. What we will do for you 5. Thoroughly cover the money. 6. ‘Test close. Once you've settled down to present: 1. Don’t pull everything out right off the bat. 2. Make notes. 3. Focus on improving their business. 4. Educate them. Beware — information overload causes fear! ee Copyright 1999 Cardservice International & Tom Hopkins International, Inc. 4-1 “When speaking to anyone, two things have to happen. ‘What you say has to make sense, and what you say has to make the person curious to know more ” — Tom Hopkins Z | a Try to eliminate the concern first. eh eS SS SE SS The Energy of Sales Success Common Merchant Concerns 1. Ineed to talk to my bank/my partner/my accountant. “| understand. In fact, I agree that it’s wise to consult Le those people you rely on for advice when making a business decision. Would your partner be available now so I may answer any questions he or she might have?” Or “Great. Let's call him or her now and arrange a time when we can all meet together to discuss the benefits we've covered here today” Or “1'm curious, do you always consult your partner on every business decision you make?” They say:“Well, no” “What do you think your partner would say if he or she had been here with us during the last half hour?” Or “Can you think of any reason your partner would not want to offer the added convenience of transaction processing to your clients?” 2. “It costs too much.” “Mary, today most things do. Can you tell me about how much too much you feel it is?” 4-2 Copyright 1999 Cardservice International & Tom Hopkins International, Inc. Never knock n Skills he Presentation — Perfecting Your Presenta' the competition. Earn the right fo present. 3. “P’'m with another company.” “That’s wonderful. Then you understand the value of providing transaction processing services to your clients. May I ask what company you're with?” (Listen to their answer.) “And what equipment do you currently use?” (Listen again.) “Jf you don’t mind my asking, would you share with | me the major factors that made you go with XYZ for Vf, your processing needs?” (Listen and take notes.) “And were you the one who made that final decision to go with them?” If yes:“I'm certain you did a lot of research before making this important decision, didn’t you?” (Wait for response.) “Was Cardservice International one of the firms you considered before getting involved with XYZ at that time?” If not:“Perhaps it was because you didn’t know about us and for that I apologize. Many of my merchants have found that the exceptional service we at Cardservice International provide was well worth making a change. If all the research you did proved to be so valuable when choosing your existing company, doesn’t it make sense to do a little research now to see if you can save money and get better EE Copyright 1999 Cardservice International & Tom Hopkins International, Ine. 4-3 Y Get them talking so you can learn something about them and their needs, and direct your answers accordingly. en SERENE The Energy of Sales Success service than you're receiving now? And, by the way, I know you wouldn’t want to miss out on any services that we could provide to help you grow your business to a new level, would you?” Warning: Never knock the competition. 4. x “] had a bad experience with another company.” Or, “I’m not interested.” “] understand, Mary. Would you share with me what happened?” a ten carefully.) “Well, Mary, even though it wasn’t our company, Cardservice International, please accept my apologies for your experience. Because you had a poor past experience, I feel even better about being here for you today. You see, Mary, the reason the word service appears right in our company name is because that’s our number one focus and concern, providing you the service you need to feel confident about transaction processing. I’m sure you wouldn't stop driving cars entirely if you had a bad experience with one brand, would you?” (They'll most likely say,“No, I need a car”) “And your business needs to provide transaction processing to your clients in order to grow. So, would you, at least, give me a few minutes of your time to show you how we're different?” “I tried to get an account before but was declined.” “Pm sorry to hear that, Bill. What was the reason for being denied a merchant account?” 44 Copyright 1999 Cardservice International & Tom Hopkins international, Inc. ee The geal 4; The Presentation — Perfecting Your Presentation Skills ie te kaow more answers to concerns Listen.) than they “And have things changed since then?” know concerns. listen. They'll most likely say they've lost business or have had clients ask about service.) “T understand. So, your clients are asking for services that you have not previously been able to provide? Let’s see how I can help you” 6. “Pm not ready.” J “When will you be ready?” Vp,

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