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    Product Description

    Customers are like icebergs. You only see about 5 percent of what they’re really thinking. Maybe they think you’ll take advantage of them if they’re too open. Maybe they’re talking to other vendors and don’t want you to know about it. Maybe they just want to avoid confrontation. Whatever the reasons, these hidden objections can sink an account. In this Quick Take, you’ll learn how to identify “conversational icebergs” -- seemingly minor remarks from customers that could signal a coming disaster, three reasons why you might not see the danger and a simple technique to uncover account problems even when there’s no sign of trouble.

    This product includes

    This product includes a Micro-Training Video, Quiz, Discussion Guide, & Summary Sheet
    Micro-Training Video

    Learn a single behavior-changing insight in just 5- to 7-minutes.

    Quiz (& Quiz Answer Guide)

    Prove that the learner(s) understand the concept and increase knowledge retention.

    Discussion Guide

    Facilitate a discussion, connecting the concept to your unique challenges.

    Summary Sheet

    Revisit the concept as follow-up or in the moment-of-need.

    How do you use this?

    To kick start Micro-Meetings

    Micro-training makes it easy for managers to facilitate meetings where teams develop shared vocabulary and benefit from peer learning.

    To kick start one-on-one coaching

    Micro-training is extremely tactical and it’s a great tool to help managers frame very specific, skill-based coaching interactions.

    As self-directed learning

    Micro-videos are a solution to a specific skill challenge. For example: “How to handle an employee who has a bad attitude,” or “How to handle a price objection.” You have a question. You find the right micro-video. You watch it on your own. You deploy the skill on the job.