ThinkAbout Your Clientâ„¢

Module summary

Customers are the life blood of any organisation. But how do you know what a customer wants and needs? Few customers tell you directly. Instead, they leave a trail of clues. This module provides you with a process for using Whole Brain Technology® to detect and analyse customer clues in order to identify their thinking and communication preferences. The result is enhanced communication that leads to stronger customer relationships and better information about what customers need and want.

Who should attend?

• Anyone who wants to enhance the way they communicate with clientsŒŒ
• Ideal for sales and customer service people, for managers and supervisors and anyone who interacts with others on a ŒŒregular basis

Prerequisites

Participants need to have attended the Start thinking workshop or have received an in-depth debrief of their HBDI® Profile.

Typical time investment

4 hours

Learning outcomes

At the end of this module participants will be able to:

• describe the value of being able to gauge a customer’s thinking preferencesŒŒ
• use a variety of clues to gauge a customer’s thinking preferencesŒŒ
• identify features and benefits for specific products/services to communicate to customers in each quadrantŒŒ
• describe how customers with different thinking preferences make buying decisionsŒŒ
• anticipate what kind of information and communication the customer will want during the buying processŒŒ
• plan for an upcoming interaction with a customer that takes into account their thinking, communication and decision-ŒŒmaking preferences.

Key activities

• Whole Brain® reviewŒŒ
• Discovering the clues the quadrants leaveŒŒ
• Spotting the thinking preferences of people you knowŒŒ
• Learning to spot clues in customers

Module topics

Introduction

• Reviews the application of skills from the previous moduleŒŒ
• Reviews understanding of the Whole Brain Model™ÂŒÂŒ
• Answers any outstanding questions or issuesŒŒ

Think about your client

• Overviews the content of this moduleŒŒ
• Highlights the learning outcomesŒŒ
• Highlights the importance of this moduleŒŒ

Thinking preferences and the people you know

• Applies the Whole Brain Model™ to other peopleŒŒ
• Shows the impact that Whole Brain® Thinking has on peopleŒŒ

Think about clues

Provides participants with clues about a person’s thinking preferences based on a number of different criteriaŒŒ

Clue spotting and colouring clients

Provides practice applying clues to informally ascertain a person’s probable preferencesŒŒ

The Proforma

• Introduces the Proforma Profile assessment processŒŒ
• Overviews the 4-step process—a mathematical way to estimate an individual’s profileŒŒ

Proforma exercises

• Provides practice in using the Proforma ProfileŒŒ
• Builds skill and awareness for estimating individual and group profilesŒŒ

What frustrates each quadrant

• Builds up awareness around what might frustrate a potential clientŒŒ
• Provides practice giving a sales pitch in a quadrant of least preferenceŒŒ

On-the-job application

Initiates the transfer of skills to the job, in specific situations ŒŒ

Module summary

• Reviews the module contentŒŒ
• Reinforces the key learning points