Current Session Worksheet

 

Dealing with Problem Customers

 

Name:                                                                                 Date: _________

 

1.     Describe a difficult situation with a prospect of a client.  Focus on the interaction with that person rather than on the problem itself.

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

 

2.     What do you think caused the confrontation? ______________________________________________________________

______________________________________________________________

______________________________________________________________

 

3.     What might you have done differently that might have changed the result?

______________________________________________________________

______________________________________________________________

______________________________________________________________

 

4.     What is the rule of OKness?

________________________________________________________________

________________________________________________________________

________________________________________________________________

 

5.     List at least three tools we use that are meant to keep our prospect or client OK.

a.      ___________________________________________________

b.     ___________________________________________________

c.      ___________________________________________________

 

6.     List at least three things that we can Mirror and Match.

a.      ____________________________________

b.     ____________________________________

c.      ____________________________________

 

7.     What do we mean when we talk about Style Characteristics?

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

 

8.     Using your Style Analysis as a guide, what characteristics did your prospect or client demonstrate that might have tipped you off as to their Style?

_______________________________________________________________

 

9.     Go to the page titled Descriptors in your style analysis and list 3 descriptors for your prospect or client?

a.      ___________________________________________________________

b.     ___________________________________________________________

c.      ___________________________________________________________

 

10. On the page in your Style Analysis titled Selling Tips you will find a list of things to do and things that cause tension.  From your list, what could you have done differently that might have changed the outcome of this situation? ________________________________________________________________

________________________________________________________________

________________________________________________________________

 

11. Describe the Judo Effect?

________________________________________________________________

________________________________________________________________

________________________________________________________________

 

12. How might you have used this technique to change the outcome?

________________________________________________________________

________________________________________________________________

________________________________________________________________

 

13. From our session, list the 10 steps for dealing with difficult clients?

a.      ___________________________________________________________

b.     ___________________________________________________________

c.      ___________________________________________________________

d.     ___________________________________________________________

e.      ___________________________________________________________

f.       ___________________________________________________________

g.     ___________________________________________________________

h.     ___________________________________________________________

i.        ___________________________________________________________

j.       ___________________________________________________________

 

14. In the following exercise, see if you can determine the group of each person in the examples listed below

Characteristics Exercise

 

Group 1

Direct

Daring

Bold

Self-Starter

Challenge-Oriented

Competitive

Group 2

Enthusiastic

Persuasive

Sociable

Inspiring

Talkative

Optimistic

Group 3

Amiable

Relaxed

Patient

Good Listener

Steady

Logical

Group 4

Perfectionist

Analytical

Precise

Diplomatic

Accurate

Restrained

 

Examples

 

_____ Rush Limbaugh       _____ Bill Clinton                       _____ Steve Martin

_____ Nancy Kerrigan       _____ Ted Koppel                      _____ Andre Agassi

_____ Tanya Harding        _____ Mr. Rogers                       _____ Eddie Murphy

_____ Michael Jordan       _____ Barbara Bush                    _____ Clint Eastwood

_____ Hillary Clinton        _____Robin Williams                  _____Kevin Costner

 

For each of the individuals listed above, see if you can determine the style (group) of the individual from the descriptors in each of the 4 groups above.

 

15. What lesson will you take away from today’s session? _____________________

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

 

16. The next session is titled “Goal Setting and Commitment”.

 

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Last Session Worksheet

 

Help Your Prospect Get Upper Level Commitment

 

Name:                                                                                 Date: _________

 

1.     How do you know you are speaking to the ultimate decision maker?

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

 

2.     What outcome are you looking for? _________________________________

______________________________________________________________

______________________________________________________________

______________________________________________________________

 

3.     What is your typical outcome and how would you like it to be different?

______________________________________________________________

______________________________________________________________

______________________________________________________________

 

4.     What steps can we take to maximize our ability to get to the person who actually makes the decisions?

________________________________________________________________

________________________________________________________________

________________________________________________________________

 

5.     What do you currently do to prepare for your encounter with the Top Dawg?

______________________________________________________________

______________________________________________________________

______________________________________________________________

 

6.     What steps can be taken to maximize use of the Top Dawg’s time

a.      ____________________________________

b.     ____________________________________

c.      ____________________________________

d.     ____________________________________

e.      ____________________________________

 

7.     Why are these steps important?

_______________________________________________________________

_______________________________________________________________

_______________________________________________________________

 

8.     What is the best rule to follow when engaging a company?

_______________________________________________________________

 

9.     Who is the Top Dawg in the ty?pical company you call on?

________________________________________________________________

________________________________________________________________

 

10. What are the three rules to follow to be effective in the decision process?

a.      ___________________________________________________________

b.     ___________________________________________________________

c.      ___________________________________________________________

 

11. How does/would the structure of you system change if you can’t get to the TD? ________________________________________________________________

________________________________________________________________

________________________________________________________________

 

12. What information must you get from your contact and how do you get it?

________________________________________________________________

________________________________________________________________

________________________________________________________________

 

13. What five pieces of information must you have?

a.      ___________________________________________________________

b.     ___________________________________________________________

c.      ___________________________________________________________

d.     ___________________________________________________________

e.      ___________________________________________________________

 

14. What lesson will you take away from today’s session? _____________________

_________________________________________________________________

_________________________________________________________________

_________________________________________________________________

 

15. The next session is titled “Dealing with the Problem Customer”.