A facilitator teaches the Skills incrementally over a period of 12 hours. You use a Participant's Handbook, Programmed Instruction, Interactive video and Structured role plays to learn, practice and internalize the skills. Class size is limited to 10 participants because of the interactive training design.
The CAPS™ Skills Workshop has an Incremental Learning Design.
This means attendees learn a new skill while practicing others so their knowledge and ability to use each skill grows through practice and repetition.
The first skill attendees learn to adopt is Probing... using questions to communicate. Then, they learn about Closing and will continue to practice the Probing skills throughout the time they are learning about Closing.
The skills of Probing and Closing are introduced first, so that more time and opportunities are available for practice of these essential skills. All of the CAPS™ Skills are introduced in this manner and are demonstrated correctly whenever they would occur in an actual conversation.
This process allows attendees to see and hear examples of the Supporting, Proving, Transitions and Overcoming Objections Skills before, during and after they are introduced as a separate Unit of Training. When a new Skill is introduced, attendees benefit because they are already familiar with some of the ways the Skills are used. This allows them to respond to questions and assignments as soon as they begin working with the Skills.
A Variety of Training Tools are Used
Handbook: Contains introductions to CAPS™ Ethical Persuasion Skills and several units of programmed instruction. Attendees are directed to read short segments and complete the programmed instructions at various intervals throughout the program. Attendees benefit because an explanation of the Skill Models enables them to measure their understanding of how they work, before engaging in the interactive Video assignments.
Interactive Video Role Plays: There are approximately 200 opportunities for workshop attendees to respond in the role of the Advisor during the workshop. The first role play includes both Probing and Closing skills. Then the Supporting Skill is introduced, and the previously learned skills will continue to be practiced as the rest of the Skills are added.
Product and Proof Sources: In each session attendees will be selling insurance products. These products are used because almost all financial advisors are familiar with insurance. These products also require the Advisor to use Ethical Persuasion Skills to encourage prospects to buy.
Structured Role Plays: Some sessions conclude with Role play situations. Attendees practice the skills in the simulated environment of a client conversation. They benefit from this practice and repetition. The “What If?” role play is based on the participant’s actual experience.
Online Skills Reviews and Group Coaching are included with your tuition. One-on-one Coaching with a Certified CAPS™ Coach is available upon request.
Units of Instruction
The CAPS™ Overview
Introduction to the learning system
• CAPS™ Skills role in improving your effectiveness using your existing Client Development systems and tools.
• Understanding the Skills and the primary Prospect attitudes in the context of the CAPS™ Overview.
• Improving your listening skills
Transitions
Choosing a Topic and moving from one topic to another
• Recite the Skill Model for a CAPS™ Transition.
• Explain why a Transition helps open the client development conversation.
• Explain how to Transition from one client development objective to the next.
• List and explain at least two benefits of the correct use of a Transition.
Supporting
Using Agreement to cite benefits
• Recite the CAPS™ Model for Supporting.
• Explain the significance of the three elements of the CAPS™ Supporting Skill.
• Recognize when Support is needed.
• Demonstrate the CAPS™ Supporting Skill in a sales conversation.
Probing
Questions to help evaluate attitudes and discover needs
• Recite the CAPS™ Model for Probing.
• Describe two or more situations in which Probing may be necessary.
• Define Open Probing and explain when it should be used.
• Define Closed Probing and explain when it should be used.
Closing
Ask for agreement to take appropriate action now
• Recite the CAPS™ Model for Closing.
• Explain the importance of each element of the CAPS™ Model for Closing.
• Recognize when and how to use the CAPS™ Closing Skill to obtain agreement throughout the client development
process.
Proving
Helping to overcome doubt
• Recite the CAPS™ Skill Model for Proving.
• Decide when Proof should be offered.
• How to present the conclusions of acceptable authorities.
Overcoming Objections
Learn to treat objections as questions
• Recite the CAPS™ – Skill Model for Overcoming Objections
• Define two classes of Objections and explain their differences.
