The Designer Consultant The Designer Consultant Mindset Relate

The Designer Consultant

The Designer Consultant Mindset Relate Discover Propose Support

Balanced Approach EXPERIENC E Knowledge Competence Tools PEOPLE SKILLS Interpersonal Relationships Communication Consultant = Experience + People Skills

The Designer’s Dilemma Strategist “I’m here to make a sale for myself and my company” Consultant “I’m here to help my customers address their design needs”

The Designer’s Dilemma Strategist “I’m here to make a sale for myself and my company… …by helping my customers address their design needs” Consultant

Problem Solving Mindset Now that I’ve made the decision to buy, will I be sorry? How do I know that I can trust you and your company? Problem Solving Mindset Will any of your recommendatio ns really help me? Do I have a need for anything that you have to offer?

The Counselor Shift Counselor Approach Traditional Approach ? Support No Satisfaction Buying Decision Prevent and Overcome Objections No Help Advocate Uncover Needs No Need Discover Build Rapport No Trust Relate

Build Better Relationships : No Trust

No Trust : Relate Purpose Process Payoff The symptoms Four critical Relating skills Raise the customer’s comfort level How to avoid Practice and apply the Relating skills with a real customer.

TENSION The Challenge of Relating: Time and Tension TIME

Building Trust Credibility + Empathy = TRUST

Demonstrate Credibility Intent Commonality Competence Propriety CREDIBILITY

Credibility Exercise Purpose Define the requirements of Propriety, Competence, Commonality, and Intent. Process 1. The class will be divided into four teams. 2. Each team will be assigned one of the four elements of credibility. 3. Your team is to create a list of recommendations for demonstrating your assigned credibility factor. Write your recommendations down. 4. Add a personal example about what to do or what not to do regarding the factor. 5. You will have 10 minutes for your group discussion. Assign a spokesperson for your group and share your conclusions with the rest of the class. 6. Take notes on the presentations given by the other teams.

PPP Statement Purpose Why are we meeting? • The purpose of our meeting today is: Process Agenda • How I propose we go about it Manage time • This should take about Payoff What’s in it for me ? • After the meeting I will be able to ___ and you’ll have ___

Purpose/Process/Payoff Exercise Purpose Practice writing PPP statements. Process 1. Write Purpose/Process/Payoff statements for an upcoming meeting. 2. Make your statements specific to an upcoming contact. 3. Try to begin your statements as though the homeowner has not asked what your intent is and you have to bring it up yourself. Customer Name: ______ Phase of the sale: ________ Purpose statement (Why are we meeting? ) Process statement (How will we proceed? ) Payoff statement (How will we both benefit from the meeting? )

Ben Duffy : How to Show Empathy 1 2 3 Anticipate Convert Answer Customer Concerns into Questions Customer Questions

The Ben Duffy Exercise Purpose Practice preparing a Ben Duffy question and answer. Process 1. Refer back to your upcoming meeting in the Purpose/Process/Payoff exercise. 2. On the next page, prepare an Alain Ouzilleau for the call. Anticipate customer concerns for the call, Convert the concerns into questions, and generate Answers for the most important questions. 3. Be prepared to share your results.

Relate Summary Credibility Empathy • Start with a PPP Statement • Demonstrate Propriety, Competence, Commonality, Intent • Use the Ben Duffy Trust

• “You may be wondering. . ” • “If I were in your shoes. . ” Check the accuracy of your Ben Duffy questions Answer Share your Ben Duffy with the customer. Check that the customer agrees with your PPP Share your Ben Duffy Share your Purpose/Payoff Statements. Describe the Ben Duffy in your Process Statement Check Start with PPP Demonstrate Credibility and Empathy Answer the most important questions