The Consultative Approach introduces
a problem-solving mindset and presents
an effective process for consulting with
both internal and external customers.
It helps professionals become comfortable
in their role as problem solvers, and
helps them generate greater alignment
and commitment with customers by using
a win-win.
Today's business challenges require better
products, customized services, and complex
solutions. As organizations meet their
customers' needs, all employees play critical
role in creating and implementing solutions
for clients, whether internal or external.
While they are experts in their areas,
many employees are not equipped to handle
the business side of the project. They
need consultative problem-solving skills
to create value for customers. Employees
need to integrate their technical skills
into a consultative process.
A technical fix with little or no attention
to interpersonal or work process issues
rarely produces a satisfying solution.
By developing skills as a consultant and
helping customer find ways to solve business
problems, the employee becomes a real
source of competitive advantage.
Learning Objectives:
 |
A process for increasing
consulting competence, the four phases
of the consultative process and the
obstacles that typically accompany
each phase. |
|
How initiate the consultative
process in a way that communicates
empathy and understanding, which builds
credibility throughout the process. |
|
How to recognize customer
behavior that indicates No Need. |
|
Understand the client's
problem as the difference between
the "Have" and the "Want"
sides of the Gap Model, and practice
using questioning and listening skills
to gather information about the problem. |
|
Use task and personal
appeals to communicate how the solution
solves the client's problem, and ask
for agreement to the solution. |
|
Understand the importance
of the No Satisfaction barrier. |
|
Work to meet and exceed
customer expectations after the transaction. |
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Consultative Approach