DR. TONY ALESSANDRA
TOPICS
The Platinum Rule: The four basic business personalities and how they can lead to success
“A college lecture delivered in the Comedy Store.” Learn how to spot the clues that help you “read” other people, recognize and respond to their differences, and create lasting relationships that are the key to business success! Practical, accurate, and easily remembered.
The Platinum Rule allows you to connect with anyone, anytime, anyplace.
Principal Points
- When you treat people the way you want to be treated, you create relationship tension; when you treat people the way they want to be treated, you build rapport
- People will tell you how to treat them if you know how to read their verbal, vocal and visual signals
- There are four basic business personalities - Directors, Socializers, Relaters & Thinkers
- To increase rapport with others, you need to adapt your behavior to accommodate their behavioral style
- Adaptability consists of flexibility (the willingness to adjust your behavior) and versatility (the knowledge and ability to correctly adjust your style)
- There is no best type of personality
- Often, when we do what comes naturally , we alienate others without realizing it
Participants Learn
- Their own behavioral style and how to maximize its strengths and minimize its weaknesses
- How to “read” the behavioral style of others - quickly and accurately
- Strategies for creating instant rapport and better compatibility with each behavioral style (adaptability)
- The strengths, weaknesses, likes, dislikes, fears, and goals of each style
Customer Loyalty: How to get and keep customers… for life.
Turn customers into business apostles who “preach the gospel” for your company. Learn how everyone in your organization can become more customer -driven and less operations-driven; how to turn moments of misery into moments of magic for your customers; and how to create customer intimacy, retention, and satisfaction.
Principal Points
- The Stairs of Customer Loyalty: Turning a prospect into a sale, then into a customer, and ultimately into an “apostle”
- Ensuring customer loyalty means that all employees must understand and be able to implement four sets of skills relating to marketing, sales, service, and relationships
- Identifying, managing, monitoring must be done before exceeding the customer’s expectations
- Exceeding a customer’s expectations creates a moment of magic; falling short of a customer’s expectations, creates a moment of misery
- “Recovery” is turning moments of misery into moments of magic
- Creating consistent moments of magic for your customers develops customer loyalty
- Customer intimacy occurs from the quantity and quality of customer communications
Participants Learn
- How to focus on customer loyalty and retention
- How to stay close to the customer’s real needs
- How to create ever -improving moments of magic
Collaborative Selling: How to gain the competitive advantage in selling.
Dr. Alessandra shows your employees how to use the six-step collaborative selling model to dominate their market by finding qualified, profitable prospects… turning them into first time customers… consistently exceeding their expectations… and ultimately converting them into long-term profit centers.
Principal Points
- Collaborative salespeople focus more on studying customer needs and assuring customer satisfaction
- Prescription before diagnosis… is malpractice
- People don’t buy because they’re made to understand, they buy because they feel understood
- Professionals are defined not by the business they’re in, but by the way they’re in business
- When two people want to do business together, they won’t let the details stand in the way
- The sale begins when the customer says… Yes
Participants Learn
- The Six Steps of Collaborative Selling
- Outgoing Prospecting and Incoming Prospecting
- The Competitive Advantage Statement
- Knowing Their Competitive Advantages
- Utilizing the Stairs of Customer Retention
- Keep in Touch Techniques with Customers
- Conducting an Annual Customer Review
- Addressing Prospect Concerns
- Building Customer Intimacy
- Penetrating Current Accounts
- Seeking Referrals
- Avoiding Sales Slumps
- Summarizing & Prioritizing Needs