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NAIFA Idaho: Making Sense of Customer Service
Presented by:
Andy Winn, QPFC
VP, DCIO Sales Specialist

What do championship poker players and world-class salespeople have in common? The ability to read people.

Customer Tells, the innovative book by bestselling author Dr. Marty Seldman, Dr. Ben Sorensen, and John Futterknecht, focuses on the key concept of the “tell”—the ability to read mannerisms, to understand what people mean but are not saying, and to respond accordingly. In poker, the tell helps you know what cards a competitor holds; in selling, it helps you understand the customers’ subtle ways of communicating how they want to be treated, even if they can’t articulate it.

Customer Tells helps you learn:
- How to quickly and accurately read customers
- How communication style, body language, facial expressions, and word choices reveal a customer’s personality, values, needs, and expectations

T. Rowe Price has developed a campaign in conjunction with Optimum Associates, LLC, that highlights the keys to customer tells, including the four different styles highlighted in the book. Participants will be able to immediately apply the knowledge they have gained
through this campaign.

OBJECTIVE: To learn how to gather information about your clients and prospects through tells and to respond to the information you receive.

TARGET AUDIENCE: This campaign is an ideal training module for any sales or client-facing group as well as back-office team members.

Apr 29, 2021 12:00 PM in Mountain Time (US and Canada)

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