Elevate Framework
We use the member's name ____ times in every interaction.
What is three times?
A type of communication directed at someone in order to get information in reply.
What is a question?
Pick up on ____ & ____ indicating other needs.
What are Cues & Clues?
A member's perception is our _______.
What is reality?
We do the right thing.
What is Integrity?
A unique opinion formed within seven seconds.
What is a First Impression?
"How may I help you today?" is an example of what type of question.
What is a service question?
Sharing the ______ of a product or service allows the member to understand what's in it for them.
What is value?
Doing what you said you're going to do.
What is keeping a promise?
We maintain open doors and open minds.
What is Communication?
Taking responsibility for a member's concerns.
What is Taking Ownership?
A question that requires a response longer than a one-word answer.
What is an open-ended question?
Confirming you understand what the member needs.
What is a check-in or feedback?
Showing an understanding or acknowledgement of another person's feelings, and trying to see things from their point of view.
What is empathy?
We work together to achieve more.
What is Collaboration?
Engage, Solve, Guide, Inspire.
What are the four phases of the Elevate Framework?
Questioning is first used in the _____ phase.
What is Solve?
Guide is replacing the ______ phase.
What is Enhance?
Build member loyalty, Retain & Grow business, Gain referrals, Develop a reputation for exceptional service.
What are reasons for Elevate Sales & Service training?
We are committed to getting better every day.
What is Continuous Improvement?
Maintain eye contact, use the member's name, smile, keep high energy, adapt to the member's tone, and actively listen.
What actions are demonstrated in the Engage Phase?
Nodding your head, summarizing what someone said, asking clarifying questions, using agreeable words.
What is active listening?
Using a benefit statement to keep the member interested in what you have to say.
What is spark curiosity?
Phones ringing, co-workers talking/laughing, hunger, emails, messages, preoccupation with something else.
What are distractions?
To transform the lives of our members.
What is why we are here?