SALES COACHING - Facilitator’s Guide
NOTE: Items needed for this session: PC, projector, flip chart and speakers
SLIDE 1
SLIDE 2
LEADER
COMMENTARY
Display 1
Display 2
Read the Socrates quote and explain this module will focus on gaining an understanding of yourself, your strengths and limitations, human motivations, and how you can best influence other people.
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SALES COACHING - Facilitator’s Guide
SLIDE 3
GROUP
DISCUSSION
REFER TO
WORKBOOK
WORKBOOK
EXERCISE
SLIDE 4
GROUP
DISCUSSION
Display 3
Ask the group why knowing your strengths and limitations can help you?
How does it allow a person to improve their performance and build selfconfidence? ( 2 minutes )
INTRODUCTION – Understanding Behavioral Styles and Motivation –
Have class read page 19 to themselves. ( 1 minute )
Refer to page 21 Human Behavior – we all must behave – think, feel, act
Display 4
Ask the group to complete Exercise 1 and then ask for show of hands each answer, see who had multiple answers. ( 3 minutes )
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SALES COACHING - Facilitator’s Guide
SLIDE 7
SLIDE 6
SLIDE 5
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Motivational Principles - Page 23: Discuss each one, get reaction, comments and examples from class on each item. All answers are TRUE.
( 5 minutes )
Display 5
Display 6
Discuss the 4 quadrants of behavioral styles (BUT, DON’T IDENTIFY
DISC AT THIS TIME):
Display 7
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SLIDE 8
ANIMATED
SEGMENT 1
SALES COACHING - Facilitator’s Guide
LEADER
COMMENTARY
EXERCISE
Display 8
Animated Segment 1 – Different Behavior Styles ( 15 minutes ) a. Ask the group to turn to page 22 in handout/workbook. b.
Have them record the styles they like best and least in the short animation and whether a sales interaction would be easy or hard. c.
1 – woman
2 – woman
5 – woman
6 – woman
3 – man
4 – man
7 – man
8 – man
Debrief group/discuss their reasons. Point out how different these people are and relate back to the core value of respect for the individual.
Exercise 2: Break the group into teams of two and have them complete
Exercise 2 on page 25. Debrief their answers. ( 10 minutes )
Display 9 SLIDE 9
LEADER
COMMENTARY
& REFER TO
DISC PROFILE
DISC Personal Profile
 This is not a test
 There is no best score
 It is not a predictor of success
 Answer from a work perspective
 Answer the way you are, not the way you think you should be
 This is yours to keep
Copyright © CRKInteractive 2009. All rights reserved.
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Ask the class to take out their DISC 2.0 Classic Profile. Each person should have a copy.
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SALES COACHING - Facilitator’s Guide
SLIDE 10
LEADER
COMMENTARY
& REFER TO
DISC PROFILE
Display 10
D I
Low Energy
S
High Energy
C
Segments
7
6
5
4
3
2
1
Copyright © CRKInteractive 2009. All rights reserved.
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This PowerPoint illustrates high and low intensity of plot points.
The higher the plot point, the higher the intensity. This means we put more
“energy” into these areas. It is quite common for people to have more than one point above the fourth segment. Ask the group who does.
Page 3 of the profile is their DiSC Graph which is a Summary of their responses when they completed online the profile.
Ask them to circle highest visual plot point D i S C
Ask for show of hands for those with D as the highest point, then go on to
I,S and C. Then ask them to read Page 4 in the profile Stage 1: Your
Highest DISC Dimension and underline or highlight all the items that apply to them and cross out what does not. Debrief the group. (12 minutes)
REFER TO DISC
PROFILE
The DISC Dimensions - page 14 in the Profile (20 minutes)
Select someone from the group with a High D to read all the information in the D block. Have all the people with D above the mid-line underline or highlight what applies to them and cross out what does not. Debrief the group. Repeat the interpretation for the High i, S and C groups.
Interpretation Stage 2 - page 5 of Personal Profile System (optional)
Ask them to read the top of page 5 These are additional adjectives to check
the validity of their personal profile. (5 minutes)
Personal Profile System Interpretation Stage 3 - Classical Profile
Patterns (5 minutes)
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SALES COACHING - Facilitator’s Guide
REFER TO DISC
Ask the group to find their Classical Pattern name at the bottom of the graph on Page 3 in the profile. Then find the description for that Classical
PROFILE
WORKBOOK /
EXERCISE
SLIDE 11
REFER TO
WORKBOOK
REFER TO
WORKBOOK
Pattern in the shaded pages at the end of the profile. Have them read the information and underline the parts that they feel describe them accurately.
Ask them to complete Exercise 3 on Page 26. Debrief the group for a few minutes. (5 minutes)
Top 5 = Strengths (emotions, goal, judges, influences, value)
Bottom 4 = Limitations (overuses, pressure, fears, increase effectiveness)
Display 11
Encourage each person to consider these three questions. Segments 7 & 1 are at extremes of their DISC graph: Caution ! Point out a plot point in 7 may be overdone or in 1 not emphasized at all. They just need to be aware of this.
Review page 27 with the group. (5 minutes)
Additional tendencies they should write in their books:
Observable of High D's Their office may suggest power and authority, very organized, big desk, leather chairs, formal setting, awards, trophies and records of accomplishments .
High D's Motto - Just Do It!
Other High D Public figures - General Patton, George
Steinbrenner, Barbara Walters, Larry King, Mike Ditka.
Blind Spots - Views of others, impatience, sensitivity, stepping on people and may overuse challenges.
Greatest Fear - Being taken advantage of by losing control
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SALES COACHING - Facilitator’s Guide
SLIDE 12
REFER TO
SLIDE 13
WORKBOOK
Display 12
Review page 28 with the group.
(5 minutes)
Additional items they should write in their books:
Observables of High I's - Messy and disorganized office (they pile instead of file), lots of pictures of them with other people, pictures of race cars or boats, plenty of awards and plaques they've received.
High I's Motto People make work fun!
Other High I Public figures - Willard Scott, John F. Kennedy,
Muhammed Ali, Dolly Parton , Bill Clinton
Blind Spots Unrealistic appraisals of others, too optimistic and may talk too much
Greatest Fear - Loss of social approval
Display 13
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Slide 14
SALES COACHING - Facilitator’s Guide
REFER TO
WORKBOOK
Review page 29 with the group. Point out that in North America “S” and
“C” make up the majority so ‘D” and “I” people should pay close attention.
(5 minutes)
Additional items they should write in their books:
Observables of High S's - Casual, informal, but very organized office (they file everything), possessive nature (their name on file cabinets, stapler, paper punch), lots of pictures of the family and vacations.
High S's Motto If it works why change?
Other High S Public figures - George Bush, Jack Nicklaus, Edith
Bunker , Abraham Lincoln
Blind Spots - Too resistant to change, Silent Objections and may be stubborn.
Greatest Fear The unknown (F.U.D. Factor- Fear, Uncertainty,
Doubt)
Display 14
REFER TO
WORKBOOK
Review page 30 with the group. (5 minutes)
Additional items they should write in their books:
Observables of High C's - Office can look cluttered, but they know where everything is. Office may appear plain except for quality awards, planning charts, certificates and books.
Motto - Anything worth doing is worth doing well. or - As I think, therefore I am.
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SALES COACHING - Facilitator’s Guide
Slide 15
REFER TO
WORKBOOK
REFER TO
WORKBOOK
Other High C Public figures Jimmy Carter, Katherine Hepburn,
Jacquelyn Kennedy Onasis, Al Gore
Blind Spots - Looking for perfection and may spend too much time on something not worth the effort
Greatest Fear Criticism of their work
Display 15
Recognizing Behavior Styles (of other people) Review
Page 31. (5 minutes)
Have group write the following additional descriptive words:
High D - Direct, determined, demanding, daring, at their worst - defiant
High I - Impulsive, inducing, invigorating, impetuous, when negatively motivated - indiscriminate
High S - Systematic, servicing, structured, security minded, status quo, silent objections, submissive, when negatively motivated - stern & stubborn (passive resistances)
High C - Conscientious, careful, cerebral, clever, conservative, creative, compliant, cagey, contemplative, at their worst
- overly critical and cynical.
Recognizing Behavior Styles – Page 32. Have a High D read things said by High D’s. Repeat with High I, S and C.
( 3 minutes )
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SALES COACHING - Facilitator’s Guide
Slide 16
REFER TO
WORKBOOK
DISCUSSION
Have group write the following in margin:
High D's may ask "what" questions (interested in results)
High I's may ask "who" questions (interested in people)
High S's may ask "how" questions (interested in procedures)
High C's may ask "why" questions (interested in quality, inquisitive, analytical)
Display 16
Page 33 – accompanies Slide 16 Recognizing Different Styles
Point out that High C & D Styles tend to be more assessing when they meet people and tend to be more enduring to their beliefs.
High S & I Styles tend to be more accepting of people they meet (rather than assessing) and can be more flexible in their beliefs,
High C & S Styles tend to be quieter and reserved where High D & I Styles tend to be more outgoing and spontaneous. One of the first decisions to make regarding someone’s style is how outgoing or talkative they are. High
D & I Styles generally are more talkative where High C & S Styles are more quiet and reserved.
Behavioral Styles and Listening Ask some people to read two or three
items from page 34. (4 minutes)
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SALES COACHING - Facilitator’s Guide
Slide 17
REFER TO
WORKBOOK
Slide 18
Animated Segment 2 – Different Behavior Styles ( 10 minutes ) a. Show the animation of the 8 people again on slide # 8. b.
Have them "read" the DISC behavioral styles of the people. c.
ANSWERS:
1 - woman - D
2 - woman - I
3 - man - D
4 - man - S
5 - woman - C
6 - woman - S
7 - man - C
8 - man - I d.
Stop after each person and debrief group/discuss their reasons for selection
Display 17
Improve Your Performance - Review Pages 35 through 38 (15 minutes)
Highlight the important words and phrases for each page.
Ask participants to mark their workbooks. Tell them these four pages should be read and referenced often!
Display 18
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SALES COACHING - Facilitator’s Guide
Slide 19
Slide 20
Slide 21
EXERCISE /
REFER TO
WORKBOOK
Display 19
Display 20
Display 21
Exercise 4: Reading & Reacting to People - Page 39
Have the group do at least one Agent for DISC and Debrief.
(10 to 30 minutes)
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Slide 21
SALES COACHING - Facilitator’s Guide
EXERCISE /
WORKBOOK
Quiz
– Pages 40 to 41
(15 minutes)
Debrief answers (5 minutes)
1. All of the above 9. High D & I (what rules)
2. High S & anyone 10. High D
3. High D 11. High I & C (of their work)
4. High C 12. High I
5. High I 13. High S
6. High S 14. High I
7. High C 15. High D
8. High S 16. High S & C
Exercise 6: Determining the Behavior Styles of Others Pages 42 through 44, Have groups of 2, do 2 each (divide up all 8). They can use
the DISC Profile System Pages 14 - 18 as a reference guide, then debrief.
(10 minutes)
1. I/D Persuader
2. S/D Achiever
5. D/I Results Oriented
6. S/C Specialist
3. C/S Objective Thinker 7. I/S Counselor
8. D/C Creative 4. D/I Inspirational
Display 21
Discuss Basic concepts ( 5 minutes )
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SALES COACHING - Facilitator’s Guide
©2009, CRKInteractive, Inc.
Additional DISC Material (no scientific basis for this – Just for Fun!)
Stances, Body Language
D - One foot forward, leans on front foot 1 hand in pocket, points a lot
I - Sways, hands move, excited, loud
S - Arms folded, turned to side, doesn't talk much
C - One foot forward, leans on back foot, slight nod, both hands in back or in pockets
Songs
D - My Way
I - High Hopes or CE Cera Cera
S - Love & Marriage
C - The Gambler - Know when to hold 'em/fold ‘em
Speech
D - They tell you what they think or what to do
I - They're concerned about people and looking good
S - They want to know how something is done (process)
C - They're curious, deliberate, and want you to figure things out
Colors
D - sees green first (go)
I - sees red first (flashy)
S - sees blue first (soothing)
C - sees yellow first (caution)
Participants should read the chapter before the session so they have a familiarity with the materials and the concepts of DISC.
Participants should complete all exercises prior to the training session.
This will help to keep the session to approximately 90 minutes.
Have them share their answers for each of the exercises. If the training software you are using has a text chat feature that everyone can see – have participants use text chat to share their answers for the exercises. If you do not have a text chat feature – ask a few participants to respond verbally.
Ask for volunteers (or select different participants) to give their responses to the various exercises.
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SALES COACHING - Facilitator’s Guide
©2009, CRKInteractive, Inc.
Review the text and show the PowerPoint just as you would with a live class. Keep participants actively involved by asking for comments. Avoid drawn out long lectures. Keep stories brief and interject a little humor from time to time. An online session needs a certain amount of
“entertainment” to keep people interested and engaged.
The quiz that begins on page 40 can be used as live polling questions if your software has this feature. Have these questions ready to “drop” into the screens of participants. Share the responses with the class.
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