Skills for gathering customer intelligence
Hi, I am looking for some comments and feedback please.
I am running a four hour session for auditors trying to encourage them to start noticing potential areas for exploration/further work when they are with their customer. This information will then be fed back to sales. Naturally one of my concerns was around why should they, and the WIFM question. I do not intend focusing here as my intent is for the Head of Sales to do all the positioning around this. So far the areas I am considering are:
Assessing and rating their soft skills, thinking how they can apply these, focusing on building trust using David Maister's work on the trusted advisor, listening to connect, probing and perhaps using some statements/research from Dan Pink's work to provoke debate, such as 'we are all in sales'. I was also considering using images/ video as a warm to demonstrate how we miss seeing things......Four hours is not enough really, so how would you prioritize and what do you feel I may be missing. Looking forward to your feedback