The document provides an agenda and preview notes for a TAG Training Day on Integrity Selling for Service Professionals. It includes sections on approaching customers, interviewing to understand needs, demonstrating solutions, validating benefits, negotiating, and closing deals. Key points emphasized are focusing on customer problems and needs, building rapport, asking open-ended questions, and connecting features to benefits. The training also stresses leaving lasting impressions and unexpected customer satisfaction.

1. WELCOME
TAG Training Day
September 8, 2011
Facilitated by J. Mark Walker
678-794-1195
Contents copyrighted 2011 by Integrity Solutions Holdings, LLC. All rights reserved.
Contents may not be copied or reprinted without written consent of Integrity Solutions Holdings, LLC.
Printed by permission.
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2. Integrity Selling for Service Professionals®
Preview Notes
Name: _______________________________________
Job title or position with your organization: _________________________________________
Others I have met:
My organization generates revenue by…_____________________________________________
______________________________________________________________________________
My job impacts Customer Satisfaction and Loyalty by…__________________________________
______________________________________________________________________________
_______(Satisfied_____ customers are almost as likely to defect to a competitor as a dissatisfied
customer. They are only ___(rationally)___ satisfied.
However, ____(Loyal)______ customers are first ___(satisfied)_____ ___(customers)___. Then
they become _____(emotionally)________ satisfied and __(loyal)___.
Notes from video about Loyalty:
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3. What business are we in?
Our customers choose to do business with us because…_________________________________
______________________________________________________________________________
The unique factors I bring to customers are ___________________________________________
______________________________________________________________________________
Definitions
Service is…a process of identifying and filling needs people have and creating value for them.
Selling is… a process of identifying and filling needs people have and creating value for them.
Notes: Selling and Service have the same foundation – customer needs!
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4. Service and Selling
Congruence Model®
View of Belief
/ in
View
of Commitment
To
Gaps create conflicts and disengagement.
Congruence releases energy and achievement drive.
® The Selling Service Congruence Model is a registered trademark of Integrity Solutions Holdings, LLC. All rights
reserved. Used by permission.
Notes:
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5. Behavior Styles®
Behavior Styles ®
® The Behavior Styles Model is a registered trademark of Integrity Solutions Holdings, LLC. All rights reserved.
Used by permission.
Video Notes about Behavior Styles®:
Communicating with prospects and customers with the AID, Inc.® System.
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6. The Aid,Inc.® System
®®AIDINC is a registered trademark of Integrity Solutions Holdings, LLC. All rights reserved.
Used by permission.
A = Approach
I = Interview
D = Demonstrate
I = Validate (using poetic license we pronounce it Val-I-date” to make the anacronym
work.
N = Negotiate
C = Close
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7. Approach
The purpose of the Approach is to establish __(rapport)__.
One way that I “Approach” people now is by: _________________________________________
______________________________________________________________________________
An idea I got from our group discussion about Approach is: ______________________________
______________________________________________________________________________
______________________________________________________________________________
Interview
The purpose of the Interview is to _(find)_ _(out)__ what people __(want)__ or ___(need)__.
The best kinds of questions to ask to find out what people need are __(open)__ __(ended)_.
(They cannot be answered with a “yes” or “no,” or other one-word answer.)
The key idea in designing Interview questions is to think of the __(problems)____ we solve or
the way customers have used our products in the past.
Another reason the Interview is important is to help defuse __(emotions)____ or uncover the
customer’s ___(concerns)____.
____(Emotions)____ often overrule _(logic)_.
One action I can take to help control my ego or emotions when faced with an emotional
customer is to _________________________________________________________________.
Other Ideas:
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8. The Demonstrate step of AID, Inc.® should be focused on solving the problems or meeting the
needs uncovered in the Interview.
Validate
Validate is part of __(everything)__ we do with the customer.
If I have not completed the __(Validate)__ step, there is no reason to proceed to try to
negotiate and close because the prospect does not believe our claims or trust us.
Validate Video notes:
Our focus when Validating is the ___(benefit)___ to the __(customer)_____.
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9. Typically customers will expect us to Validate three things:
1. Ourselves
2. Our organization
3. Our products or services
The “Six Magic Words” (What this means to you is…) act as a “bridge” or a “__(connection)__”
between features of our product or service and the ___(benefits)___ a customer will enjoy.
Negotiate is working out problems when people want to work them out.
Close is asking for a decision when it is the right time.
Lasting Impressions.
Actions I can take to show customers that I value them.
Ways I can leave the customer with an unexpected sense of satisfaction.
I would like customers to describe my service skills, attitude and desire to help by saying,
The most important idea I gained today is:
Here is how I will apply that idea with customers or coworkers:
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