Measuring outsourced services for your success

Working With Outsourcing
For Your Success
By Ryan Gibson, Global Entrepreneur
Ryan@IFXBG.com or Skype: RyanGibson

Introduction
1. Pick A Champion and Be A Champion
2. Defining and Following Tasks
3. Workload Reporting
4. Making Time and Timezones work for you
5. Keeping Focus

Be the Champion and Build the Champion

4
 Listening & Talking  Body Language
 Plan
 Formal Education  Knowledge Of The Job, The Industry,
1. The Real Internal You
2. The Communicating You
3. The Organising You
4. The Knowledgeable You
5. The External You
 Physical Appearance
 Implement  Control
 Clothes  Physical Surroundings
Personal Excellence
From The Inside Out
 Personality Styles
Customers, Competition, Products, Services

5
Success Qualities
1. Motivation
2. Precision
3. Direction
4. Flexibility

6
1. Motivation
• Desire to be the best
• Earnings – key measure of success
• Competitive by nature
• Has the edge through communication
• Turns problems into opportunities
• Moves, stands and talks in a positive way
• Refrains from negative, pessimistic statements and
ignores those made by others

7
2. Precision
• Focus
• The Ability to decide what is important
• Will tackle unpleasant jobs
• Invests time convincing clients that the product is right for them
– price is not such an important issue
• Detail
• Does the job consistently and systematically
• Plans and organises
• Keeps notes of appointments, actions, reminders and deadlines

8
3. Direction
• Assertive
• Tough minded and confident in negotiation
• Belief in self and believes in the product – it shows
• Handles negatives and insults well
• Relationship
• Builds rapport with customers and colleagues
• They know that people buy from people, they are always selling
• 100% focus on clients
• listens
• constant contact
• Praises support staff internally and with the customer

9
4. Flexibility
• Ability to read other people and situations and to adapt
their own behaviour accordingly
• They get excited when the customer is excited –
businesslike when the customer is businesslike
• Adjusts posture, volume and tone of voice to suit (match)
the prospect

10
The 5 Rapport Building Strategies
1. Adjust the real internal you
2. Drop the role
3. Match the total person
4. Talk their language
5. Be a complete listener

11
Adjust the Real Internal You
…What do I believe?
…Why do I believe this? What are my references?
…How do I know these references are
true?
…There was a more positive logical explanation for a new
reference that could replace my current belief?
…These current beliefs were replaced with beliefs that
were more positive and empowering?
…They were more positive - WHAT WOULD THEY BE?
WHAT?
WHY?
HOW?
WHAT IF?

12
Drop the Role
• Be a person not your position or title
• Check your voice tone … is it natural
• Show sincere care
• Listen to understand not just to respond
• Check your body language, don’t type in CAPs etc,
careful not to scream in your digital communications
• Adjust your language

13
Effectiveness Levels of the Various Aspects
of Communication
• 7% is in the words
• 23% is in the Tone of Voice
• 35% is in the Facial Expression
• 35% is in the Body Language

14
Ways We Can Mirror People for
Improved Rapport
• Eye movements
• Gestures and posture
• Breathing rates
• Tonality
• Flow of language
• Pace
“People like to do business and socialise with
people who are much like them”

15
The 3 Types of Communication Style
The Visual The Auditory The Kinesthetic

16
The 3 Most Common Types of People in Reference to
Information Accessing and Choice of
Language Representational Systems
• THE VISUAL
• Tend to rely on visual stimulus as a frame of reference when
communicating
• THE AUDITORY
• Tend to use text, words and detail as a frame of reference when
communicating
• THE KINESTHETIC
• Tend to use feelings and emotions as their frame of reference when
communicating

17
Language of the 3 Types
Visual Auditory Kinesthetic
• Birds eye view
• Eye to eye
• Get the picture right
• Look the other way
• Sight for sore eyes
• Mind’s eye
• Flashed on
• Beyond a shadow of a
doubt
• Rings a bell
• Give me your ear
• Tattle tale
• Tell the truth
• Tuned in/out
• Hidden message
• Word for word
• Talk me through
• Be on your toes
• Come to grips with
• Get a handle on
• Hang in there
• Keep your shirt on
• Stuffed shirt
• Stiff upper lip
• Set your cards on the
table

18
Similar Descriptions Across the 3
Systems
Ease outFade outDissappearIt will…
Feel it outTune inLook aroundJust…
Slip upBlow itMess upDon’t…
Hand fullEar fullEye fullWhat an…
ReachEarshotSightIt is within…
PushyBombasticGaudyIt is …
KinestheticAuditoryVisualStatement

19
Systems
UncoverOpen your earsIlluminate
RerunReviewRelook
Strike youRing a bellLook familiar
Get a hold ofRecallImagine
Move him
through it
Talk him through
itIllustrate it to him
It will…
We have to…
Does this…
I need you to…
She will …

20
Systems
Bring it in …Call attentionPoint it out
Touched uponAlluded to…Pointed to it
DemonstrativeInstructionalIlluminating
Got a hold of…Tuned into …Flashed on
I want to…
He…
It was…
My mind has…

21
Systems
NumbDumbfoundedBlank
VibrateResonateRadiate
Walk throughExplainShow
Carry it throughHear it outSee it through
Feel it outSound it outLook it over
StanceCommentPerspective
Absent
Emit
Demonstrate
Persevere
Consider
Attitude

22
Unspecified
Systems
KinestheticAuditoryVisual
Display
Notice
Ignore
Attentive
Ostentatious
Plain
Put on paradeSound offShow off
Feel outListen inLook around
Pass overTune outOverlook
Care forListen on itLook after
SlickLoudFlashy
DullMutedLackluster

23
Unspecified
Systems
KinestheticAuditoryVisual
Rehearse
Demonstrate
Remind one
Conceive
Identify
Understand
RerunRepeatReview
Lead throughInstructIlluminate
Strikes youRing a bellLook familiar
Get a hold ofCall upImagine
Pin pointCall attention toPoint out
Catch on
Grasp
Tune in
Clicks into
Get the picture

24
The Complete Listener
• Effectively open the door
• Passive listening
• Use acknowledgement phrases
• Listen Actively
• Ask them the 4 questions
• What? Why? How? What if?

Communication through Questions
• Closed Questions (This is where you are asking a questions but telling them what
you want. Such as “don’t you think it would be faster if you did this another way
such as, xyz.”)
• Open Questions (What do you think is the best way to get this done, and faster, is
there anyway to automate it, etc.)
• The Request (Automate this process, its taking too long.)
• Leading Questions (I once worked with a team that did work this way, XYZ,
doesn’t it make sense for us to do it this way with you as well.”
• Directive Questions (We only have 2 weeks to get this done, I need to see a
prototype by this coming Friday, can you make this date. Or Here is the website
and database, I need you to contact everyone on this list by the end of the week,
can you do it. I have looked at your “reports” and it seems that it’s a reasonable
request, just you need to work about 10-20% harder to get it done. Can you meet
this directive?)

26
The 9 Stages of Business Growth
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56/98/9876
Capitalising on Business Growth Stages & Cycles
Survive
&
Blame
Control
&
Profit
Achieve
&
Nourish
Adjust
&
Change
Expand
&
Risk
Establish
&
Maintain
Sell
&
Do
Create
&
Excite
9
Dormant
Stage
8
Establishment
Stage
7
Mature
Stage
6
Success
Stage
5
Turbulent
Stage
4
Ambitious
Stage
3
Stable
Stage
2
Take-off
Stage
1
Concept
Stage
If you are GREEN you are GROWING - If you are RIPE you are ROTTEN
Advancing / Growing Declining / Aging
ROI
&
Status

27
• Branch, franchise or
community business
• Adding of a few
professional staff
members
• Established name
• Maintain market niche
• Basic systems
• Routine
• Owner / Key person
disengages
• Needs periodic
infusion of ideas, etc.
• Now oriented
• Urgency - cash &
customers
• Quick decisions
• Inaccurate projections -
no past
experience
• Founder - Key source
of energy
• Very little delegation
• No deadwood
• Very few systems
• Build excitement,
energy & commitment
to equal challenges
ahead
• Who will do it?
• Emotional
commitment &
ownership
• What? How? When?
• Generalities
• Contradictions &
continual changing
of idea/concept
Stage 1
Concept Stage
“Create & Excite”
Stage 2
Take-off Stage
“Sell & Do”
Stage 3
Stable Stage
“Establish &
Maintain”

28
• Clarity & Momentum
• Professional organisation
• Very functional
• No waste
• Controlled planned growth
in sales and profits
• Plan for cash needs
• Know what, when, why
and how to get there
• Prime of business life
• Slows down to plan,
systemise and
professionalise
• Conflict
Founder, professional
mgr
founder, board, old boys,
new people
• Often change in
leadership or leadership
style
• Systemisation begins to
take over from
individualism
• Sacrifice sales to adjust
• Prospering – cash
flowing
• Opportunities every
where
• Growing, expanding,
diversifying
• Fingers in too many
opportunities
• Too much to do – Key
people
• Responding – not
planning
• Over confidence,
excessive optimism,
arrogance
• Delegation without
control systems
• Pending crisis
Stage 4
Ambitious Stage
“Expand & Risk”
Stage 5
Turbulent Stage
“Adjust & Change”
Stage 6
Success Stage
“Achieve & Nourish”

29
• Personal survival focus
not customer focus
• Politics – camps / cliques
• A bureaucracy
• Administrators everywhere
• Tradition and habit not
reasoning
• Organisation dies or
becomes a monopoly or
subsidised by politicians,
foundations etc.
• Customers have to be
experts at working
through the maze
• Lots of cash
• Eliteness & status
• Formal
• Elaborate buildings and
poshness
• Air of arrogance and
intimidation
• Rules & policies - don’t
rock the boat
• Declining market
share & negative cash
flow starts
• Senior executives
untouchable
• Beginning exodus of
entrepreneurs,
marketers& performers
• Company is strong
• Still action & results
oriented
• ROI is prime
performance measure
• Sense of security
• Well organised
• Facts, figures &
measurement begin to
replace creativity &
entrepreneurism
• Lack of urgency
• Past achievements &
history is important
• Starts to lose flexibility
Stage 7
Mature Stage
“Control & Profit”
Stage 8
Establishment
Stage
“ROI & Status”
Stage 9
Dormant Stage
“Survive & Blame”

30
What Are The
Benefits / Advantages of Understanding
Business Stages?

31
Benefits of Understanding Business Stages
• It helps you determine the:
• Client’s primary interests & challenges
• Decision makers & how they may decide
• Best way to sell, service & market
• Risks, potential problems & opportunities
• It adds credibility to you as a knowledgeable trusted advisor

32
Rate Yourself
0 to 10 on Lines A & B
(Most of the time – Most situations – Most people)
Have others rate you – lines A & B
Line A: Person 1 ____________________ Line B: Person 1 ____________________
Person 2 ____________________ Person 2 ____________________
Person 3 ____________________ Person 3 ____________________
Average ____________________ Average ____________________
Line A
Line B
Very
outspoken
and / or
extroverted
Very
structured
and / or
regimented
Very
unstructured
and / or casual
Very quiet
and / or
introverted
10 9 8 7 6 5 4 3 2 1 0
10 9 8 7 6 5 4 3 2 1 0

33
Very
Outspoken
And / or
Extroverted
Quick
Read Tool
Quick
Read Tool
Very
Quiet
And / or
Introverted
Very Structured and/or Regimented
Very Unstructured and/or Casual
PP
CP
PC
CC
SP
AP
SC
AC
PS
CS
PA
CA
SS
AS
SA
AA
Promoter Supporter
Controller Analytical
5 4 3 2 1 09 8 7 6
10
4
3
2
1
0
9
8
7
6
10
B
AA
5 4 3 2 1 09 8 7 6
10
4
3
2
1
0
9
8
7
6
10
B
AA
B
Personality Profile

34
Supporter
• Caring and indirect
• Right brain-creative
• Decides slowly with others involved
• Relationship / communication is important
• Wants acceptance and inclusion
• Acts slowly and comfortably
• At work unstructured, relaxed and personable

35
Supporter
• Speciality is helping
• Assets – listening, teamwork & steady
• Liabilities – too easy, lack of goals & starts slow
• Fears unexpected situations and change
• Is secure with friendship and co-operation
• Assesses others value by compatibility, their relationships and how
close they become

36
Supporter
• Inspired if included and needed
• Doesn’t like harshness, impatience and being rushed
Under pressure:
Fits in – Indecisive – Shies away

37
Analytical
• Controlling & indirect
• Left brain – logical
• Decides slowly with research
• The task – the method is important
• Wants facts, info, details and accuracy
• Acts slowly and systematically

38
Analytical
• At work is structured, practical and formal
• Speciality is accuracy
• Assets – numbers, plans, systems, organisation
• Liabilities – procrastination, perfectionism and being critical
• Fears losing face

39
Under pressure:
Avoids / Blunt / Stubborn
Analytical
• Is secure with preparation and thoroughness
• Assesses others’ value based on precision,
accuracy and activity
• Inspired with “the process” and being competent
• Doesn’t like being pushed, disorganisation and
unpredictability

40
Controller
• Controlling and direct
• Left brain – logical
• Decides quickly and conclusively
• The task and the results are important
• Wants performance, bottom line and results
• Acts fast and in a definite way

41
Controller
• At work – structured, active and efficient
• Speciality is action
• Assets – leading, delegating and inspiring
• Liabilities – need to be right, impatient,
insensitive, dislikes detail
• Fears losing control
• Is secure when in charge

42
Controller
• Assess others by their success record, actual results and progress
• Inspired with winning and when in charge
• Doesn’t like wasting time, indecision and details
Under pressure:
My way or the highway / autocratic
and critical

43
Promoter
• Caring and direct
• Right brain – creative
• Decides quickly and spontaneously
• The relationship, socialising and fun are important
• Wants approval, recognition and energy
• Actions are fast and free

44
Promoter
• At work – cluttered, friendly and stimulating
• Speciality is being able to express themselves – expressive
• Assets – persuading, entertaining and starting fast
• Liabilities – unfocused, careless and ignores details
• Fears losing status

45
Promoter
• Secure with visual approval and when others are
enjoying themselves
• Assesses others values by status / recognition and
the network of influence
• Inspired when pursuing something and are part of
something
• Doesn’t like regulation, routine & perfectionism
Under pressure:
Attacks and can be sarcastic
and superficial (fake it)

46
Very
Outspoken
And / or
Extroverted
Quick
Read Tool
Quick
Read Tool
Very
Quiet
And / or
Introverted
Very Structured and/or Regimented
Very Unstructured and/or Casual
PP
CP
PC
CC
SP
AP
SC
AC
PS
CS
PA
CA
SS
AS
SA
AA
Promoter Supporter
Controller Analytical
5 4 3 2 1 09 8 7 6
10
4
3
2
1
0
9
8
7
6
10
B
AA
5 4 3 2 1 09 8 7 610
4
3
2
1
0
9
8
7
6
10
B
AA
B
Personality Profile
PP
Promoter
Promoter
CP
Controller
Promoter
CC
Controller
Controller
SP
Supporter
Promoter
AP
Analytical
Promoter
AC
Analytical
Controller
PS
Promoter
Supporter
CS
Controller
Supporter
CA
Controller
Analytical
SS
Supporter
Supporter
AS
Analytical
Supporter
AA
Analytical
Analytical
PC
Promoter
Controller
SC
Supporter
Controller
PA
Promoter
Analytical
SA
Supporter
Analytical

47
Skills In Building Rapport
• Sincerity - Drop the traditional roles
• Awareness:
• 7% in the words
• 23% in the tone of voice
• 35% in the facial expression
• 35% in the body language

48
Skills In Building Rapport
• Match / Mirror / Pace - Be similar to them
• Use familiar language
• Storytelling
• Listening through clarification

49
Factors For Success
• IQ
• Emotional intelligence
• Soft skills - social skills
• Strategic planning & marketing
• Skills & personal habits

50
Management
Comments &
Ideas
Actual
Completion
Date
Target
Completion
Date
Plans of
Action
Possible
Learning
Sources
Area of
Improvement
and Why?
Date: ______________ Learner Name: ______________________ Pg. No.: ___________
The Self-Directed Learning & Development
Plan

Setting Tasks and Following Through
&
Workload Reporting

52
Sub-Projects/Sub- Topics/Ideas/Solutions/Action Steps
Project Leader:
Date:Knowledge Brokers
International
Topic/Project:
Bill Gibson’s Storyboard Action System
Step 1
Write down a question
type objective for the
planning session
Step 2
Enter the date
and name of
the facilitator
or the planning
process

53
What are the things I can do to
improve my real estate Sales and marketing? Bill Gibson
4 January 2002
Project Leader:
International
Topic/Project:
? ? ? ? ? ? ? ? ? ? ? ??
Step 3
Brainstorm all the possible sub-topics or
sub-projects that you will need to work on to
reach the stated objective
?

54
Bill Gibson
4 January 2002
Project Leader:
International
Topic/Project:
improve my real estate Sales and marketing?
? ? ? ? ? ? ? ? ? ? ? ??
Step 4
Generate solutions
and specific ideas you want
to implement under each of
these sub-topics

55
Bill Gibson
4 January 2002
Project Leader:
International
Topic/Project:
Articles about
me/target
Mind
blowing
serv plan
Take one and
sponser table
top disp
Pictures of
me/activities/cli
ents/family
Key
influence
program
How-to
storyboard
Inexpensive
professionals
Relation-
ship building
tools
Unique giftsTeam/assoc
endo
Method of
follow up
Economic
Cycles
70% client
30% me
On Computer
Fancy Fax
Competitor
endorsementBy Hand
Usable tools
for the home
owner
Recog-nisable
endorse-mentsActual
program
written
Follow-up post
cards
Be unique use
bullet points
Assemble
my list
Unique
business card
Utilize visual
power points
Identify
target
market
Develop
strategic
alliances
Innovative
Marketing Tools
Personal
Marketing
Brochure
Build a data
base system
Highly effec-
tive assistant
or associate
What non-
competitive
people deal
with my poten-
tial clients. ie -
Bankers
Appraisers
Weekly
contact
Networking
group 6
people
Rapport
Building
Strategy
Personal
Call
Strategy
Professional
Presenter
Skills
Telephone
Call
Strategy
Support
Team
On-Side
Improve
Productivity
Newsletter
To Potential
Clients
Personal
Training
Plan
Boost Morale
And
Performance
Know why I
am doing this
Ask myself
the right ques-
tions daily
Try quitting
even for an
hour
Performance
partner
relationship
Track my
performance
Utilize
motivational
tapes
Positive news
clippings
On-line for
world wide
input
Network of
agents in
other centres
Monthly net-
work confe-
rence call
Go to direct
marketing
assoc. conf.
Join
Toastmasters
Personal men-
tors in/out-
side industry
Training plan
together
Training bud-
get / do tour
of realtors
Spend a few
days with the
top agent
Insurance,
financial, home
owners info
Ways to cut
household
costs
Information
on lawn care
etc.
For sale
section “home
items”
Articles by
other people
Stories about
other people
70% client
30% me
Benefits
Retirement
info
Believe-it-or
not
crosswords
Confirm
appointment
days ahead
Confirm same
day
Prune my
client list
Daily plans
with priorities
Utilize
travelling and
waiting times
Maximize
peak energy
time
Take a time
management
program
Devote time
to computer
literacy prog.
Productivity
wasters plan
Identify who
they are?
• Receptionist
• Corporate
• Trainer
• Manager
• Spouse
• Children
Celebrate with
them
Ask what they
value in a
relationship
Special events
and dates
Show the part
they play
Have my own
mini-confe-
rence
Clearly say
Thank-You
Cellular
phone
Pager tone &
voice speed
sensitive
Body
language
tape myself
Let support
people know
where I am
Daily tickler
system
Break out tel
calls on my
daily call sheet
Review all
calls weekly
Trigger points
near phone
be happy
Mirror by the
phone
Speak on my
expertise
Research my
audience
Identify who
I can speak
to
Set the stage
with confi-
dence
Use contrast/
music / walls
& flip charts
Audience par-
ticipation pre-
sentation kit
Check room &
all equipment
in advance
Storytell
market myself
Match and
pace the
audience
Fax intro
from mutual
friend
Note on card
& personal call
from friend
Take some-
one with me
Letters, faxes
& news
releases first
Do donut
strategy
VIP network
breakfast
Sponsor
useful seminar
Get evaluation
“Forms”
Monthly,
daily, weekly
call sheets
Matching
pacing mir-
roring skills
Research the
person or co.
in advance
No surprises
strategy
Knowledge of
the industry
Dress
accordingly
Pick the right
place
Utilize help-
ful frequency
Always come
with some-
thing new
Drop the
role

56
Bill Gibson
4 January 2002
Project Leader:
International
Topic/Project:
Articles about
me/target
Mind
blowing
serv plan
Take one and
sponser table
top disp
Pictures of
me/activities/cli
ents/family
Key
influence
program
How-to
storyboard
Inexpensive
professionals
Relation-
ship building
tools
Unique giftsTeam/assoc
endo
Method of
follow up
Economic
Cycles
70% client
30% me
On Computer
Fancy Fax
Competitor
endorsementBy Hand
Usable tools
for the home
owner
Recog-nisable
endorse-mentsActual
program
written
Follow-up post
cards
Be unique use
bullet points
Assemble
my list
Unique
business card
Utilize visual
power points
Identify
target
market
Develop
strategic
alliances
Innovative
Marketing Tools
Personal
Marketing
Brochure
Build a data
base system
Highly effec-
tive assistant
or associate
What non-
competitive
people deal
with my poten-
tial clients. ie -
Bankers
Appraisers
Weekly
contact
Networking
group 6
people
Rapport
Building
Strategy
Personal
Call
Strategy
Professional
Presenter
Skills
Telephone
Call
Strategy
Support
Team
On-Side
Improve
Productivity
Newsletter
To Potential
Clients
Personal
Training
Plan
Boost Morale
And
Performance
Know why I
am doing this
Ask myself
the right ques-
tions daily
Try quitting
even for an
hour
Performance
partner
relationship
Track my
performance
Utilize
motivational
tapes
Positive news
clippings
On-line for
world wide
input
Network of
agents in
other centres
Monthly net-
work confe-
rence call
Go to direct
marketing
assoc. conf.
Join
Toastmasters
Personal men-
tors in/out-
side industry
Training plan
together
Training bud-
get / do tour
of realtors
Spend a few
days with the
top agent
Insurance,
financial, home
owners info
Ways to cut
household
costs
Information
on lawn care
etc.
For sale
section “home
items”
Articles by
other people
Stories about
other people
70% client
30% me
Benefits
Retirement
info
Believe-it-or
not
crosswords
Confirm
appointment
days ahead
Confirm same
day
Prune my
client list
Daily plans
with priorities
Utilize
travelling and
waiting times
Maximize
peak energy
time
Take a time
management
program
Devote time
to computer
literacy prog.
Productivity
wasters plan
Identify who
they are?
• Receptionist
• Corporate
• Trainer
• Manager
• Spouse
• Children
Celebrate with
them
Ask what they
value in a
relationship
Special events
and dates
Show the part
they play
Have my own
mini-confe-
rence
Clearly say
Thank-You
Cellular
phone
Pager tone &
voice speed
sensitive
Body
language
tape myself
Let support
people know
where I am
Daily tickler
system
Break out tel
calls on my
daily call sheet
Review all
calls weekly
Trigger points
near phone
be happy
Mirror by the
phone
Speak on my
expertise
Research my
audience
Identify who
I can speak
to
Set the stage
with confi-
dence
Use contrast/
music / walls
& flip charts
Audience par-
ticipation pre-
sentation kit
Check room &
all equipment
in advance
Storytell
market myself
Match and
pace the
audience
Fax intro
from mutual
friend
Note on card
& personal call
from friend
Take some-
one with me
Letters, faxes
& news
releases first
Do donut
strategy
VIP network
breakfast
Sponsor
useful seminar
Get evaluation
“Forms”
Monthly,
daily, weekly
call sheets
Matching
pacing mir-
roring skills
Research the
person or co.
in advance
No surprises
strategy
Knowledge of
the industry
Dress
accordingly
Pick the right
place
Utilize help-
ful frequency
Always come
with some-
thing new
Drop the
role
Note :
If you are using a
large wall
storyboard and
post-it notes
then group similar
ideas and sub-
topics under one
category with
the smaller
storyboard you
could re-write the
storyboard.

57
Bill Gibson
4 January 2002
Project Leader:
International
Topic/Project:
What are the things I need to do in
real estate to set up an effective data based marketing system.
Ethnic or
Religious
Groups
Specific
Interests
Position And
Industry
Targets
Other
Specific
Targets
Be Seen
Program
How To
Get The
Data Base
What
Method
How-To
Follow-Up
Relationship
Building
Tools
Service
“Listing”
Service
“Selling”
Home
Service
“Buying”
Service
“After”
Buying
German
Chinese
Japanese
Italian
East Indian
Greek
French
American
Baptists
Mormons
Mennonite
Buddhists
Hindu
Immigrants
In General
Golfing
Yachting
Tennis
Hockey
Skiing
Personal
development
Computer
“Buffs”
Women in
business
Retirement
groups
Health care
professionals
Stockbrokers
Business
Owners
Investors
Sales
Managers
Personnel
Directors
Accountants
Lawyers
Bankers
Educators
Strictly
commercial
or industrial
Cottages
Condos
Specific price
range
Rural
properties
Rental
properties
Guide for
packing
Choosing a
mover
Check list
for move in
How-to make
the move with
minimum
disruption
Weekly
contact on
progress
Help with
pre-authorized
mortgage
Explain no
viewing
without you
Explain what
happens
“commission”
Guide for
buying
Do a home
buying
questionnaire
List Charac-
teristics :
A- Absolute
(must be’s)
B- Beneficial
(Desirable)
C- Convenient
(Nice to have)
D- Don’t wants
Don’t be too
hungry
strategy
Weekly
contact
Touch, taste,
smell, hear
and see
Home showing
strategy
Realities of
emotions when
negotiating
Give a guide -
preparing for
an open house
Tour a few
other homes
with sellers
Packing and
moving How-
to’s
Contracts and
assistance
Drop the role
Use under-
standable
language
Develop skills
for reality
selling
Expectations
on both sides
Utilize
previous
vendors
The little
things
that makes
the
difference
Newsletter
Success
Stories
Reference
letters
News release
Personal
letter to them
Endorsement
letters by
someone else
Hobby or
industry info
on area
Related info
and changes
Be sure to
mix type of
contact
How-to sell
your “home”
seminar
Personal
sales calls
Coffee /
lunch
attend
functions
Phone calls
Telephone
Fax
Utilize a part
time
assistant
Know hot
reasons why
people
buy/list
Use relation-
ship
building
tools
Frequency
Know
buying
cycles
Computer
Act
program
Hand
written
cards
Daytimer
system
Get as
much
detail as
possible
Last time
bought &
sold
how many
times
Name
Phone
Address
First Call
Last Call
Results
Status
Referred
by
Business
cards from
friends
Assoc. / Club
and church
activities
General
insurance
company list
City director
Entry forms
Local trade
shows
Chamber of
Commerce
From key
contacts
Automotive
dealers
Join their
association
or group
Get on the
board
Donate awards
Write articles
“How-To’
Seminars
Speeches
Go to social
functions
Strategic
billboards
Local Cable
TV
Your picture
on every-
thing
Partake in
their activities
Additional Ideas on Super Service

58
Bill Gibson
4 January 2002
Project Leader:
International
Topic/Project:
Utilize
Economic
Down Swing
Now is the
time to buy
handout
Utilize
economic
cycle chart
Put together
a tool that
will convince
sellers to
list at the
right price
Check into
creative
financing
Find More
Buyers
Develop a
real
estate invest-
ment
package
Target certain
age groups
e.g.
• 1st time
buyers
• Retired or
about to
retire
• Overseas
investors
Tie in with
management
company
Referrals
from
past buyers
Key people :
Local
minister
Bankers
Prioritize
Clients
Pinpoint
geographically
A/B/C
Set-up data
base A’s
Retain develop
regain, gain
strategy
Key people
with a
network
Written list of
present and
potential A’s
& B’s for
sellers and
buyers
Consistent
Prospecting
Two new key
people per
week
Do assess-
ment on per-
centage of
times I ask
for referrals
One hour per
day prospec-
ting
Monthly mail
drop
Quickly Esta-
blished In The
Community
Improve
Negatiating
Skills
Improve
Closing
Skills
Use The
Phone Better
More Personal
Marketing
Tools
Find More
High End
Buyers
Off-Set
Single
Parent Issue
Improve
Time
Management
Personal
Finances
Consolidate
small A/C’s
Set a budget
& stick to it
Liquidate
unneeded
things
Target how
many
extra sales
clears up
problem
Goal - high
income, low
overheads
Best use of
time right
now
Invest time
Route my
calls & save
time
Use journal
diligently
Frequently
use
phone
numbers
visual
Get up earlier
Move faster
Weekly
review:
Time, energy,
ability
Get children
in on solution
finding
Learn to say
“No”
Visual team
schedule at
home
Part time help
Pick up and
deliver kids
Look at three
types of
time (Balance)
Establish
overseas
investors
Network top
business
people
organization
Add services
high end
buyers
would want
Work to their
convenience
Describe
clearly
what a high
end
buyer looks
like
Personal
marketing
brochure
Personal post
Cards
Magnetic
calendar for
fridges
Enery cards
Unique busi-
nesscards
Unique fax
sheet
Sponsor
trophies
Give out
certificates
“Nicest look-
ing” home or
“great customer”
Record my
voice
Write out
formats
Trigger points
by the phone
10 Ways to
handle
receptionist
List of phone
sales calls
each day
Study top
phone person
Tapes &
books on
phone usage
Memorize
all closes
Role play
Make up cards
and respond
Conscious of
buying signals
Practise
regularly ½
hour per day
Buy Roger
Dawson’s
tape & books
Take
negotiating
course
Find top real-
tor and inter-
view re
Negotiating
Role play
Complete list
of negotiating
scenarios
Join two
of
the best
assoc.
Speak
regular-
ly on
buying,
Selling
investing,
creating
value
Monthly
net-
working
strategy
Get to
know
key people
Make a list
of key
people
and
strategize

59
Bill Gibson
4 January 2002
Project Leader:
International
Topic/Project:
What are the activities I
need to work on over the next six weeks?
Week Of
January 13
Week Of
January 13
Week Of
January 20
Week Of
January 20
Week Of
January 27
Week Of
January 27
Week Of
February 3
Week Of
February 3
Week Of
February 10
Week Of
February 10
Week Of
February 17
Week Of
February 17
Week Of
February 24
Time to
buy handout
Put together
economic
cycle chart
List of past
buyers
List of key
contacts
Phone Night-
ingale Conan 7
- Chicago
Re : R Dawson
Tape / books
Identify top
realtor
negotiating
Complete look
at finances
Continue time
to buy
handout
Call past
buyers -
referrals
Call on two
key contacts
Pinpoint
geographically
ABC
Work on a
retain to gain
strategy
Identify all
assoc. and
pick 2 to join
Interview top
realtor
Memorize
closes
Meetings with
children
Schedule of
responsibilities
- children
Display fre-
quency used
Phone
numbers
Apply for
consolidate
loan
One hour
per day
prpspecting
Start on real
estate invest-
ment package
Finish time to
buy handout
Work on retain
to gain list
Practise 18
closes
Trigger points
by the phone
Put together
phone format
Work on
overseas
investors
Interview three
high end
buyers
One hour
per day
prospecting
Work on real
estate invest-
ment package
Finish retain
to gain list
Pratise 18
closes
Work on
overseas
investors
Review
childrens
schedule
Start on per-
sonal market-
ing brochure
Interview three
high end
buyers
One hour
per day
prospecting
Put speech
together
Review
children
schedule
Personal
marketing
brochure
Start high
end buyer
package
One hour
per day
prospecting
Work on per-
sonal market-
ing brochure
High end
buyers
package
One hour
per day
prospecting
Finish per-
sonal market-
ing brochure
One hour
per day
prospecting

60
Bill Gibson
4 January 2002
Project Leader:
International
Topic/Project:
What are the activities I
need to work on over the next six weeks?
Week Of
January 13
Week Of
January 13
Week Of
January 20
Week Of
January 20
Week Of
January 27
Week Of
January 27
Week Of
February 3
Week Of
February 3
Week Of
February 10
Week Of
February 10
Week Of
February 17
Week Of
February 17
Week Of
February 24
Time to
buy handout
Put together
economic
cycle chart
List of past
buyers
List of key
contacts
Phone Night-
ingale Conan 7
- Chicago
Re : R Dawson
Tape / books
Identify top
realtor
negotiating
Complete look
at finances
Continue time
to buy
handout
Call past
buyers -
referrals
Call on two
key contacts
Pinpoint
geographically
ABC
Work on a
retain to gain
strategy
Identify all
assoc. and
pick 2 to join
Interview top
realtor
Memorize
closes
Meetings with
children
Schedule of
responsibilities
- children
Display fre-
quency used
Phone
numbers
Apply for
consolidate
loan
One hour
per day
prpspecting
Start on real
estate invest-
ment package
Finish time to
buy handout
Work on retain
to gain list
Practise 18
closes
Trigger points
by the phone
Put together
phone format
Work on
overseas
investors
Interview three
high end
buyers
One hour
per day
prospecting
Work on real
estate invest-
ment package
Finish retain
to gain list
Pratise 18
closes
Work on
overseas
investors
Review
childrens
schedule
Start on per-
sonal market-
ing brochure
Interview three
high end
buyers
One hour
per day
prospecting
Put speech
together
Review
children
schedule
Personal
marketing
brochure
Start high
end buyer
package
One hour
per day
prospecting
Work on per-
sonal market-
ing brochure
High end
buyers
package
One hour
per day
prospecting
Finish per-
sonal market-
ing brochure
One hour
per day
prospecting
Step 5
An additional step can be
a “flowchart storyboard” of what
you plan to do in which weeks etc…
…JUST DO IT!

61
Bill Gibson
25 September 2001
Project Leader:
International
Topic/Project:
improve my personal selling ?
ROI
Personal
Assets
Set-Up
Data Base
Approach
Rapport
Building
Skills
Warming
Up My
Calls
Breaking
The Ice
Understanding
Buying
Motives
Improve
Proposal
Selling
Improve
Objection
Handling
Closing
The
Sale
Additional
Sales Oppor-
tunities
After Sales
Account
Building
Key
Account
Management
Super
Service
Weekly
review of
investment
Best use of
my time right
now
Clear :
A List
B List
Strategies
list :
Retain
Develop
Regain
Gain
Pro-active
A’s
50% Time on
A’s
Do profiles
on
all my
clients
5 Key things
when
dealing
with each
style
After each
call do
a check on
match
mirror pace
Take NLP
course
Read book
Instant
Rapport by
Michael
Brooks
Work on
active
listening
Always
identify key
people
Do
preparation
work
Know the
purpose
Know benefits
in advance
10 Point tel
check list
Develop
format letters
& faxes
Format for
phone
Utilize
networking
Write out 10
different
approaches
Design :
Quick
Analysis
Extensive
Analysis
Features &
benefits
sheets
Top sellers
On the
company
On me
Make a list of
How the buy-
ing motives
can be used
Make up
situations &
statements
on cards
Reverse side
is the close
Memorize,
practise and
study
Make a list of
buying sig-
nals & study
Keep track of
closing
ratio &
How many
calls it takes
List who I
want on VIP
list
strategy of VIP
function
invites
Who can I
refer business
to?
Monthly pur-
chase plan
Develop own
unique Thank-
You notes
Thank-You
strategy
Write A news-
letter periodi-
cally
Free ticket
strategy
Identify
“surprise
gifts”
“How can I
help” tool
Know
service
pivot
points
Pass on to
positive
support
people
Set
personal
service
standards -
Write them
out
Identify my
prime base
Set-up daily
journal
system
Daily “pull-up”
of contacts
Monthly review
prime pros-
pects re.
Buying cycles
Frequency
goals
Primary,
Secondary
Other tools &
methods to
build
relationships
Light data
base program
for masses
Complete list
of objections
• Prdts/service
•Company
•Me
•Situation
Make a list of
the solutions
Make above
part of mobile
sales tools
Develop an
assessment
tool
How effective
I am
Create stan-
dard flexible
format
Presentation
on :
Overheads
Powerpoint
Slides
Learn to
present to
groups
Put together
info influence
factors tool
List of main
products &
services
Make up :
3 Add-ons
How to upsell
How to match
sell
Develop a
reminder
system
e.g. clipboard
selling
Have someone
test your
- Add ons
etc.
Develop
flexible
audit tool
Audit
strategy
Pin point
key
people for
strategic
Alliances,
then
Set up
strategy
Set up
response
point
with my
internal
people
re
feedback

62
Bill Gibson
25 September 2001
Project Leader:
International
Topic/Project:
improve my personal selling?
Personal
Marketing
Tools
Be Seen
Programme
Time
&
Energy
Personal
Motivation
Personal
Motivation
30 Minute
Snapshot
Storyboard
Personal
marketing
brochure
Unique
business
cards
Design
unique fax
sheet
Develop
personal
post cards
Sponsor &
trophies
Desk
calendar
Organize:
• My car
• My office
• My home
Route my
calls
Paperwork at
certain time
Think short
cut to the top
Identify what
seminars could
be conducted
Sponsor the
right group
Stress
thermometer
• In car
• Office
• Home
Regular
exercise
Block time
for me
Put three
types
of time to
work at home
Write out what
is sacred &
needs
protecting
No booze
no caffeine
Have a worry
Journal
List worries
twice a week
Pick 3 books
to live with
this year
Get up early
Worry chart in
•car, office,
•home
Face facts &
then act
Utilize travel
time
Audio tapes
Do one on
• Business
• Personal life
• Health
Use it with
clients
Write
regular
article for
someone
Set up
affiliation
with six key
people this
year
Identify
where I
can be
status-
spokespers
on
Be news
con-
Scious
& send
news
releases
Become
how
to expert
this
year
Carry my
main
one with
met
Review it
weekly
Educate
clients with
storyboard
Storyboard
for children
at home
Make it part
of
my life

Prioritizing the Plan and Tasks
• When coming up with the tasks, you need to build
out the needs analysis for yourself and your
project. Brainstrom the top 20 tasks you need
completed. Then prioritize those tasks into the top
10 from priority, 1 through 10. Then place times of
which you need to get these done, and give them
to the Champion to confirm and communicate the
ability of the team to complete the tasks. Add onto
this task list on a weekly basis, with “requests” and
“open questions” as well as weekly “most
important suggestions” to be integrated into those
key tasks.
• Build a priority alert like system or code such as A
is Absolutely it needs to be done, B is beneficial, C
is convenient, D is Do it last.
• This way you can quickly give directions such as
“that sounds like a D task you are working on,
please do the “C” tasks I asked for if you do not
have an A or B task pending. This helps in
communications and prioritization of time.
Sometimes you can escalate certain tasks. Like in a
support system as well, A – 24 means something
that needs to be done in the next 24 hours, B – 24
is something that needs to be done in 24 hours,
but is something that is behind the A – 24s. A – 5
days, may be a project, that needs to be completed
in 5 days, its status is updated per day A-4,-3-2-
1(24hr) etc. This way they are tasks with times on
them, and people know what they have to do.
Color coding can work as well as Red as urgent,
yellow as convenient, green as done, etc. The ABCs
approach can also be used for “questions”

64
10 9 8 7 6 4 3 2 1 0
Which Project First ?
Not Urgent Urgent
Important
Not important
Important
Not Urgent
Important
Urgent
Not Urgent
Not Important
Urgent
Not important
0
1
2
3
4
5
6
7
8
9
10

HELPFUL HINTS
• Listen to results! One of the things that is important is
listening to and tracking results. When you receive reports
you need to ask yourself the following questions:
• Did the person understand the task and complete it properly?
• Did I ask the team member who did the task, how they feel
about the work they did, and the responses they are getting?
If its for development and not marketing, “do they like the
program they are working on, and the way it is functioning,
do they find it “useful”, this kind of feedback advances your
results.
• Start a list of “why I think it was a most useful suggestions”
and track the person and their suggestion. Have a daily
“suggestion” criteria to your reports, so that you can “add”
the most useful suggestions to your useful suggestions list.
This promotes involvement and understanding of your
business and the people who are doing it for you. Have one
side of the page with the “suggestion” and on the other side
of the page list from a team brainstorming session, or one
between yourself and your champion “why you think that’s a
most useful suggestion”
• Have Daily Reports, Weekly, and Monthly
• Plan
• Prioritize
• Explain Objections
• Track the Results
• Listen to the Results
• Suggestions

67
Personal Time Management -
Top 10
1. “ What is the best use of my time right now? Time
value?”
2. Categorize - Important / Urgent
3. Best time of the day
4. Plan day - night before
5. Handle paper once - keep it in the other persons
park

68
Personal Time Management -
Top 10
6. Break down list of “to do’s”
7. Down time – review reports, read suggestions, test the work that
has been done, review notes from prior meetings to reprioritize
8. Set appointments, confirm before hand
9. Let others own their problems
10.Pass it up, down, across and out.

Rate Yourself From 0-10
• I plan my meals in advance and shop accordingly.
• I regularly check, through visualization, what a typical day looks like and I change those things that are causing me strife or pressure
because of lack of organization and time control.
• I use a private quiet spot or a library for getting important work done.
• I participate in regular exercise and follow good healthy eating habits. "Short term pain for long term gain".
• I carry a small notebook or utilize another system to record good ideas and inspirations.
• I have an "idea bank" or "idea file" or “suggestions file” for increasing business and developing personally. This includes ideas to help
clients, ideas for selling, etc.
• I ask people to call me at certain times so I reduce the risk of getting disturbed at important times. I switch off my cellular phone and check
for messages during important project times and meetings.
• When making a phone/skype call/chat I have a list of objections/questions and I leave space for making notes.
• When tackling big projects I "bite off a small bite" at a time to get some momentum going.
• I map out my calls and errands to save time and save money.
• When I am on a roll I keep rolling. When I am "hot" I don’t stop or change focus.
• When I procrastinate because of fear I ask the question “What is the worst thing that could happen to me?”
• I read books in the same way as I skim through a newspaper.

• I clip articles, etc. that I like and throw away the magazine and newspaper.
• I use transit (travel) time to dictate and listen to self development tapes or catch the news.
• I don’t worry about things that have already happened, trivial things or about the future. I focus on what is real so that I can do something
about it.
• I have calculated what my time is worth by the hour and I update it regularly.
• Before running across town for something I check the internet and other sources for a closer place.
• I confirm appointments before
• I keep things I am not working on out of sight so I am not distracted.
• I eat light lunches to save energy and I don’t drink alcohol at lunch.
• I have a smart phone for writing notes and sending messages immediately if needed
• I jot down on paper or enter into my computer the pros and cons of situations so I can make faster efficient decisions.
• I train others on various functions so they can handle things for me.
• I live the philosophy “do it right the first time.”
• I set deadlines and track how I have done to be able to estimate time better in the future.
• I live and work the 80/20 rule. 80% of the business comes from 20% of the client base. I focus mainly on the fact that 20% that produces
80%.
• I let others own their own problems and don’t waste time saving people all the time.
• I am excellent at passing work up to others, across to others, down to others and some times out the door to others. “Who else can handle
this or should handle this?”
• I "trade off" jobs and responsibilities I don’t enjoy for activities I enjoy.

71
The Worry Chart
40% of all things we worry about never happen
30% have already happened and we can't do
anything about them
12% needless worries about health
10% petty miscellaneous issues
8% real worries ½ we can do little about, the
other ½ we can…
…take Positive Action on NOW!

72
Reducing Worry / Anxiety
• Set a specific time for worry - make that list
• Move to action
• Try exercise
• Get out of bed quickly
• Post good news to the team
• Keep positive people around you

73
Four Stages of Learning / Change
Unconsciously Unskilled
Consciously Unskilled
Consciously Skilled
Unconsciously Skilled

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