Focus Supplement 2 - Summer 2017 - 33

FEATURESTORY

In sales, the ability to ask thoughtful, probing
questions is essential, both for understanding the
other person's perspective and to subtly influence.
Yet many of us struggle to ask probing questions.

* Illustration questions: "Can you
share or describe what this project
would look like if everything went
perfectly?"

* Visualization - Picture the benefits
when the problem is solved.

* Clariﬁcation questions: "You just
said that quality was very
important to you. What, exactly,
does quality mean to you?"

Courage

* Call to Action - Get commitment.

* Elevating questions: "Instead of
talking about these issues
separately, what are the larger
trends we should be concerned
about?"
Now that you have gained
perspective (and more information),
you are in the best position to
persuasively communicate your ideas.
How good is your pitch? ere are a
variety of frameworks which help you
get your message across to internal
and external stakeholders in a clear,
credible and compelling way. Here's
one:
* Describe the Current State

We are hearing a lot today about
resilience and grit. We need this vital
skill in influence.
Whether we're asking for a
commitment from an internal
stakeholder, a customer, interviewing
for a new role, or leading a change
management initiative, we will
experience setbacks and
disappointment. Yet, learning from
these setbacks - failing forward -
enables future success.
It turns out people who are more
resilient are able to reframe
disappointment. Martin Seligman, a
professor from University of
Pennsylvania who is widely
considered the founding father of the
positive psychology movement, calls it
the 3 Ps. When you have setbacks ask
yourself:
* Is this personal?

* Establish a Need/Problem

* Is this pervasive?

* Describe the Desired State

* Is this permanent?

* Consequence questions: "If this
issue persists, what other issues
might it cause?"

Personalization refers to whether
you attach a negative event to internal
or external factors - in other words,
whether it's your fault.
Pervasiveness refers to whether
you see negative experiences as
universal or specific - whether you
see them as aﬀecting every area of
your life.
Permanence explains how long you
think the issue will last - is it
perpetual or temporary?
As salespeople, we face rejection
daily and know that we need to get
back up. Some questions can change
your business or your life, but if you're
not resilient you may never have the
courage to ask them.
Mastering the 3 Cs of influence
enables you to build on a skill that you
use every day. How can you improve
your Connection, Communication
and Courage to make a greater
impact? ■

* Satisfaction/Solution - What needs
to be done? Why is it critical? Lead
with a mutual perspective or their
perspective.

Some questions can change your business
or your life, but if you're not resilient you may
never have the courage to ask them.
Amy Glass is executive vice president at BRODY Professional Development.
Mark Jarvis is associate director, GIO training, at Genentech. Email Amy at aglass@BrodyPro.com. Email Mark at jarvis.mark@gene.com

FOCUS | Field Sales Training 2017 | www.L-TEN.org

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Table of Contents for the Digital Edition of Focus Supplement 2 - Summer 2017