The Value of Continued Training
Every week while training advisors either live or in webinars, I am reminded of how many people have a real fear of role-playing. Most people overcome this fear and even get quite good with continued practice. The key is getting them so acquainted with benefits and information that they do not have to search for the right words. Our goal is to make their presentations flow off the tip of their tongue so that when they are with a client they can focus on them and their individual needs instead of what to say. Nothing makes a presentation less effective than hearing it delivered with filler words and phrases such as:
These phrases tell your clients they are not confident or knowledgeable enough to communicate effectively. When they are searching for words their body language changes too. They will break eye contact or even turn away from the client to the security of their computer screen or the car. We constantly remind them that the write-up is about fixing the client's perception by giving them critical information and making them feel confident about making additional purchases and leaving their car. The computer, vin number and paper work can wait until are clients are reassured that we are the right person to take care of their car!