The Psychology of
Client Decision Making

Speaker: Peter Sullivan [Profile]

How often do you have a client who needs your product or service but is uncomfortable and reluctant to make a decision? This is not only time consuming and frustrating but a lost opportunity for both parties.

This presentation is about helping the best people become even better at creating positive client relationships. It focuses on building the awareness and skills of "making the emotional connection" with clients. The presentation draws on powerful evidence from cognitive psychology, neuroscience and emotional intelligence on how and why clients make decisions. Learning the process of how clients make decisions will positively impact your client relationships and significantly improve your results.

Key contents include:

• Why people buy and how clients make decisions
• Understand why clients procrastinate on important decisions
• New evidence on the key role emotions play in the clients' decision making process
• The Harvard research that shows emotionally satisfied customers deliver 85% more sales growth and 26% more gross margins than rationally satisfied customers
• The factors that build empathy and build trust
• The three most important questions you can ever ask a client or prospect
• How to judge where the client is in their decision making process
• Using the new skills to plan a positive client interaction

Client outcomes achieved 

• Team of financial advisors produced 75% over the budget for the first half of the year. Funds invested have grown from 26 million dollars to 60 million in one year.

 Sample participant comments:

• How is this for a turnaround? I have met my target for the first quarter with a month to spare. This is my best quarter in my career.
• I planned the 3D interview questions before the meeting. By the end of the meeting we had mapped out the course of action. When we were getting the cash flow and the budget together and then the delivery done and the commitment to the initial amount of $30,000. The client did 80% of the talking and got to articulate the benefits she perceived.

Download the Questionnaire for clients preparing for a Keynote