The 3 C's of Value
These are the 3 C's of Value in the Value Connection methodology.
What are Communicate, Comprehend, and Connect?
This is the first step in handling any customer objection effectively.
What is empathize with the customer's perspective?
This component of a value proposition highlights how WM solves a customer’s problem.
What is relevant connection?
After closing a sale, this follow-up activity helps maintain customer satisfaction.
What is regular check-ins to address any service needs or updates?
This step involves uncovering needs that customers may not even be aware of yet.
What is analyze unknown needs during discovery?
In addition to comprehending the value of WM, another way to illustrate comprehended value is...
What is Comprehend your customer/territory better than anyone else? (value of WM, value of competitors)
When a customer objects to pricing, you should reframe the conversation to focus on...
What is the long-term cost versus the upfront price?
To ensure your value proposition resonates, you should always include this element that relates to the customer’s specific need.
What is specific value?
Once a customer is using your services, how do you introduce new opportunities for business growth?
What is highlighting ancillary services that align with their future goals?
To create urgency, you should engage your customer by focusing on...
What is the impact of not solving their issues right away?
This behavior will display that you value connection with your customer.
What is ask open-ended questions to uncover their needs?
This method, used in objection handling, helps acknowledge the customer’s concerns while presenting solutions.
What is the Feel, Felt, Found method?
In a role-play, deliver a value proposition to a customer focused on reducing contamination fees. The differentiating factor is...
What is WM's tailored recycling programs and service guarantees?
To deepen your relationship with a long-term client, you should consistently...
What is look for additional opportunities to meet their evolving needs?
When a customer expresses interest in learning more, what behavior indicates they are ready to take action?
What is asking detailed questions about how your solution fits their business?
When practicing clear communication, this technique ensures the customer feels heard and engaged.
What is balancing advocacy with inquiry?
When a customer raises a second objection after you’ve addressed the first, the best approach is to...
What is repeat the clarification and isolate the new objection?
When developing a value proposition, connecting the solution to this will help the customer see why they should choose WM over competitors.
What is the unique differentiator?
This strategy helps you turn a one-time buyer into a repeat customer.
What is demonstrating consistent value and reliability in service delivery?
Role-play uncovering a customer’s buying motives by asking this type of question.
What is "What’s the biggest challenge you're facing right now?"?
This element is critical to maximizing the value you can provide in your sales process.
What is knowing both your customer’s and competitor’s value?
To close after resolving an objection, this question invites the customer to take the next step.
What is "Would you be open to moving forward?"?
This type of value proposition showcases how WM's safety practices align with a customer’s concerns about liability.
What is Waste Management’s proven safety record and service guarantees?
In a role-play, navigate a conversation where you position WM as a strategic partner for future expansions.
What is aligning WM’s comprehensive services with the customer’s long-term growth plan?
In the “Engaging Desire” stage, how do you know the customer is ready to move to the next step?
What is when the customer confirms that addressing their needs is a priority?