BlessBack Business Academy Master Training Classes PDF

Master Teaching Classes Level 1 1 Master Teaching Presentations Level 1 2 Unveiling Your True Potential 3 Understanding Spiritual Gifts 1 Corinthians 12:4-11 4 There are different kinds...

Master Teaching Classes Level 1 1 Master Teaching Presentations Level 1 2 Unveiling Your True Potential 3 Understanding Spiritual Gifts 1 Corinthians 12:4-11 4 There are different kinds of gifts, but the same Spirit distributes them. 5 There are different kinds of service, but the same Lord. 6 There are different kinds of working, but in all of them and in everyone it is the same God at work. 7 Now to each one the manifestation of the Spirit is given for the common good. 8 To one there is given through the Spirit a message of wisdom, to another a message of knowledge by means of the same Spirit, 9 to another faith by the same Spirit, to another gifts of healing by that one Spirit, 10 to another miraculous powers, to another prophecy, to another distinguishing between spirits, to another speaking in different kinds of tongues,[a] and to still another the interpretation of tongues.[b] 11 All these are the work of one and the same Spirit, and he distributes them to each one, just as he determines. 4 Bible References 1 Cor. 12: 8-10 Gifts Rom 12: 6-8 Gifts 1 Cor. 12: 28-31 Gifts Wisdom Prophesying Helpers Knowledge Serving Organizers Faith Teaching Healing Encourage Miraculous Powers Giving Prophecy Lead Distinguishing between Show Mercy Spirits Speaking in different tongues Interpretation of Tongues 5 Identifying Your Spiritual Gifts Take the Spiritual Gifts Assessment provided as a separate PDF. 6 Share Your Spiritual Gifts Share your Top 3 Spiritual Gifts (highest scores) 7 Activating your Spiritual Gifts Romans 12: 1 - 8 12 Therefore, I urge you, brothers and sisters, in view of God’s mercy, to offer your bodies as a living sacrifice, holy and pleasing to God—this is your true and proper worship. 2 Do not conform to the pattern of this world, but be transformed by the renewing of your mind. Then you will be able to test and approve what God’s will is— his good, pleasing and perfect will. 8 Activating your Spiritual Gifts Humble Service in the Body of Christ 3 For by the grace given me I say to every one of you: Do not think of yourself more highly than you ought, but rather think of yourself with sober judgment, in accordance with the faith God has distributed to each of you. 4 For just as each of us has one body with many members, and these members do not all have the same function, 5 so in Christ we, though many, form one body, and each member belongs to all the others. 6 We have different gifts, according to the grace given to each of us. If your gift is prophesying, then prophesy in accordance with your[a] faith; 7 if it is serving, then serve; if it is teaching, then teach; 8 if it is to encourage, then give encouragement; if it is giving, then give generously; if it is to lead,[b] do it diligently; if it is to show mercy, do it cheerfully. 9 Activating your Spiritual Gifts Step 1: Do not conform to worldly ways. 2”Do not conform to the pattern of this world, but be transformed by the renewing of your mind.” The word transformed is the same word as transfigured and the transformation that we need to go through is like the transfiguration of Jesus in Matthew 17:2 “There he was transfigured before them. His face shone like the sun, and his clothes became as white as the light.” 10 Activating your Spiritual Gifts The second part of Romans 12:2 says “Then you will be able to test and approve what God’s will is—his good, pleasing and perfect will. This part of verse 2 is teaching us that some people follow God’s will because it is good and they fear rebuke and others follow God’s will because it is acceptable. Step 2 in activating your Spiritual Gifts is to love God’s will and find it perfect! 11 Activating your Spiritual Gifts Step 3: Evaluation of the spiritual gifts that one possesses. These gifts are to be put in practice by faith (verse 3) and grace (verse 6) Prophesying, then prophesy in accordance with your faith Serving, then serve Teaching, then teach Encourage, then give encouragement Giving, then give generously Lead, do it diligently Mercy, do it cheerfully 12 Activating Your Spiritual Gifts Business Applications 1. Purpose-driven vision: Use your spiritual gifts to shape the purpose and vision of your business. 2. Leadership and management: Apply your spiritual gifts to your leadership style and management practices. 4. Customer and employee care: Use your spiritual gifts to enhance customer and employee experiences. 5. Problem-solving and innovation: Tap into your spiritual gifts to approach business challenges with a fresh perspective. 6. Integrity and ethics: Allow your spiritual gifts to guide your ethical and moral compass as a business owner. 13 Spiritual Gifts vs. Strengths Spiritual gifts are special abilities given by the Holy Spirit to believers in Jesus Christ. They are not acquired through natural means or personal efforts but are received as a result of one's relationship with God. Strengths refer to the natural talents, abilities, and skills that individuals possess. They are developed through a combination of genetics, upbringing, education, and life experiences. 14 Spiritual Gifts & Strengths While strengths are often innate or acquired through personal development, spiritual gifts are specifically bestowed by the Holy Spirit. Spiritual gifts are special abilities given by the Holy Spirit to believers in Jesus Christ. It's important to recognize and nurture both strengths and spiritual gifts in our lives. 15 Strengths Basis Seeks to view an individual holistically and explore their abilities and circumstances (strengths), instead of focusing on improving the weaknesses and deficits. It enables the individual to be an active participant in the use of their strengths for their growth and improvement. The method can be applied to any client, employee, or group. Source: https://high5test.com/strengths-based-approach/ 16 Strengths Basis The acrostic CPR defines the strength-based approach (Saleeby, 2006) C: competence, capacities, and courage P: promise, possibility and positive expectations R: resilience, reserves, and resources The approach is a “philosophy for working with people to bring about change” (McCashen, 2005) where their strengths are utilized. Source: https://high5test.com/strengths-based-approach/ 17 Guiding Principles 1. Everyone has potential. Limitations do not define a person. Biblical Guide: 2 Corinthians 12:9 (NIV): But he said to me, “My grace is sufficient for you, for my power is made perfect in weakness.” Therefore, I will boast all the more gladly about my weaknesses, so that Christ’s power may rest on me. 2. What we dwell upon becomes our reality. Seeing challenges as opportunities for growth rather than as barriers. Biblical Guide: Proverbs 23:7 (NASB): For as he [a]thinks within himself, so he is. 18 Guiding Principles 3. The words you use determine your reality. Words shape our thoughts, and ultimately, affect our behavior. Biblical Guide: Proverbs 18:4 (NIV): The words of the mouth are deep waters, but the fountain of wisdom is a rushing stream. 4. Change is inevitable. Everybody has the potential and the urge to improve and succeed. Biblical Guide: Jeremiah 29:11 (NIV): For I know the plans I have for you,” declares the LORD, “plans to prosper you and not to harm you, plans to give you hope and a future. 19 Guiding Principles 5. Positive change happens within authentic relationships. Biblical Guide: Proverbs 27:17: As iron sharpens iron, so one person sharpens another. 6. The person is the author of his own story. What is important for the person should direct the process of change, not the expert’s views. Biblical Guide: Psalm 139:16 (NIV): Your eyes saw my unformed body; all the days ordained for me were written in your book before one of them came to be. 20 Benefits Benefits of a strength-based approach 1. Satisfaction Studies show that people who have a chance to use their strengths at least once a day report lower levels of depression, higher levels of positivity and stronger mental health. 2. Less Stress Research shows that being able to leverage one’s strengths creates a buffer against the negative effects of stress or trauma. Source: https://high5test.com/strengths-based-approach/ 21 Benefits 3. Health Putting at use one’s core strengths is associated with healthy behaviors – such as pursuing an active lifestyle and following healthy eating habits. 4. Confidence Both strengths awareness and strengths use are positively linked with self- confidence. Source: https://high5test.com/strengths-based-approach/ 22 Benefits 5. Faster Growth & Development Contrary to popular beliefs, applied research shows that strength areas have by far larger growth potential than one’s weaknesses. 6. Creativity The active use of one’s personal strengths creates feelings of authenticity, vitality, and concentration. This, in turn, leads to a more creative mindset. Source: https://high5test.com/strengths-based-approach/ 23 High5test Scientific approach to assessing strengths. Hundreds of talent themes were condensed into 34 prevalent themes. The assessment test focuses on finding your Top 5 talents. Source: https://high5test.com/strengths-based-approach/ 24 5 Criteria to be considered a Strength You feel natural at using and developing your ability. You get positive energy when using your strengths. Others also perceive it as your strength. It goes along with your values and understanding of a strength. It satisfies your inner needs. Source: https://high5test.com/strengths-based-approach/ 25 https://high5test.com/test/ Source: https://high5test.com/strengths-based-approach/ 26 https://high5test.com/test/ Source: https://high5test.com/strengths-based-approach/ 27 Share Your Strengths Share your Top 5 Strengths 28 Goal-Setting 29 Topics ○ Biblical perspective on Goal-Setting ○ Goal-setting Definitions & Steps ○ Personal Goal-Setting ○ Professional (Business/Job) Goal-Setting 30 Biblical Perspective Should Christians even set goals? 31  Biblical Perspective Two view-points Proverbs 21-5: “The plans of the diligent lead to profit” James 4:13-14: “Now listen, you who say, 'Today or tomorrow we will go to this or that city, spend a year there, carry on business and make money.' Why, you do not even know what will happen tomorrow. What is your life? You are a mist that appears for a little while and then vanishes” 32 Biblical Perspective Balanced View-point James 4:15: “Instead you ought to say, ‘If it is the Lord’s will, we will live and do this or that” It is good to make plans/set goals, but we must be open to God’s will. Proverbs 16:9 reinforces the balance approach “In his heart a man plans his course, but the LORD determines his steps” In other words, we have our ideas and make our plans, but God will ultimately accomplish His sovereign desires. 33 Biblical Perspective Goal-setting mindset Matthew 6:33-34 “Seek first his kingdom and his righteousness, and all these things will be given to you as well. Therefore, do not worry about tomorrow, for tomorrow will worry about itself” If our goals are focused on Christ and honor him, he will see to it that the best results, eternal results, are ours. 34 Why People Don’t Set Goals … Takes Time and effort Threatening Fear of failure Don’t know how to begin the process 35  Define Values Set Priorities Identify Track What Goals Do Manage Behavior Strengths & Weaknesses Improve Self-Esteem Focus Energy Motivate You Stretch You 36 Key Elements of Goals Goals should be SMART Written down Long & Short term 37 SMART Goals Specific – Answer the 6 W Questions Who: Who is involved? What: What do I want to accomplish? Where: Identify a location When: Establish a time frame Which: Identify requirements and constraints Why: Specific reasons, purpose or benefits of accomplishing the goal 38  SMART Goals Specific – Answer the 6 W Questions Personal Goal Example General Goal would state “lose weight” Specific goal would state “I plan to lose 10 lbs. in 30 days exercising and eating healthy Business Goal Example General Goal would state “increase sales” Specific goal would state “I plan to increase sales by 10% in the next quarter by gaining 5 new customers” 39 SMART Goals Measurable: Establish concrete criteria for measuring progress toward the attainment of each goal you set How much? How many? How will I know when it is accomplished? 40 SMART Goals Attainable – Identify goals that are important to you To reach Attainable goals you will develop the necessary ✔ Attitudes ✔ Abilities ✔ Skills ✔ Financial ways 41 SMART Goals Relevant – Willing and Able to Work towards High goals encourage motivation, but keep in mind your starting point. Low goals exert low motivational force. 42 SMART Goals Time-Bound – Grounded within a time frame Time-Bound = Focus Time-Bound = Drives Discipline No Time frame = No sense of Urgency 43 Goal-Setting Steps 1. Write a brief statement (3 points) about the current status of your personal life, job, and/or business areas (use corresponding worksheets) 1. List 3 to 5 goals that you want to accomplish in each of these areas (personal, job, and/or business) 1. Rank/Prioritize the goals from most to least important for each of the areas 1. Add the top 3 of each area to the provided master list (see master worksheet in Excel) 44 Goal-Setting Steps 5. Write a detailed description of each goal. 6. Decide on a timetable to complete each goal. 7. If appropriate, share the goals with others (family, boss). 8. Review your goals on a monthly basis and update the progress. 45 Personal Goal-Setting Ideas 1. Family 2. Spiritual 3. Work 4. Social/Charitable 5. Health 6. Education 7. Financial 46 Business Goal-Setting Personal goals impact Business goals. Personal and Business goals should be in balance. 47 Business Goal-Setting Ideas 1. Start a Business 2. Increase sales 3. Increase profit 4. Hire more employees 5. Obtain a microloan 6. Launch a new product or service 48 Job Goal-Setting Ideas 1. Learn New skills 2. Cross-Training on another job 3. Improve teamwork 4. More job responsibility 5. Lead a project 49 Service Excellence 50 Class Agenda ○ Customer Service a Biblical Perspective ○ The importance of Customer Service ○ Steps to providing excellent Customer Service ○ Sales a Biblical Perspective ○ Selling Methods & Process ○ Sales Tracking & Forecasting 51 A Biblical Approach What will our customers see in us if we make every effort to do our best for them from our heart? 52 A Biblical Approach “Whatever you do, work at it with all your heart, as working for the Lord, not for human masters,” — Colossians 3:23 NIV 53 A Biblical Approach Abraham showed us how to service with your heart and he did it to strangers Genesis 18 (NIV): 1The LORD appeared to Abraham near the great trees of Mamre while he was sitting at the entrance to his tent in the heat of the day. 2 Abraham looked up and saw three men standing nearby. When he saw them, he hurried from the entrance of his tent to meet them and bowed low to the ground. 3 He said, “If I have found favor in your eyes, my lord,[a] do not pass your servant by. 4 Let a little water be brought, and then you may all wash your feet and rest under this tree. 5 Let me get you something to eat, so you can be refreshed and then go on your way—now that you have come to your servant.”“Very well,” they answered, “do as you say.” 54 A Biblical Approach Abraham offered the strangers his best Genesis 18:6 So Abraham hurried into the tent to Sarah. “Quick,” he said, “get three seahs[b] of the finest flour and knead it and bake some bread.” 7 Then he ran to the herd and selected a choice, tender calf and gave it to a servant, who hurried to prepare it. 8 He then brought some curds and milk and the calf that had been prepared, and set these before them. While they ate, he stood near them under a tree. 55 A Biblical Approach Maybe Abraham received favor for his service? Genesis 18:16 When the men got up to leave, they looked down toward Sodom, and Abraham walked along with them to see them on their way. 17 Then the Lord said, “Shall I hide from Abraham what I am about to do? 18 Abraham will surely become a great and powerful nation, and all nations on earth will be blessed through him.[c] 19 For I have chosen him, so that he will direct his children and his household after him to keep the way of the Lord by doing what is right and just, so that the Lord will bring about for Abraham what he has promised him. 56 A Biblical Approach Fast forward to Jesus and the New Testament. Jesus taught the 2nd mile service concept Backstory – During Jesus’s time, Roman soldiers occupied Israel, and there was a law during this time that a Roman soldier at any time could ask an Israelite to carry his belongings for 1 mile. The Israelite would have to stop everything that he was doing to perform this service Jesus teaches the 2nd mile principle during the Sermon on the Mount. He says in Matthew 5:41 “If anyone forces you to go one mile, go with them two miles”. He was referencing the Roman law and recommendation to walk the 2nd mile was very radical. 57 A Biblical Approach Joy Self- Control Custome Kindness r Service Galatians 5:22-23 Mindset Behavior 22 But the fruit of the Spirit is love, joy, peace, forbearance, kindness, goodness, faithfulness, 23 gentleness and self- Gentleness Goodness control. Against such things there is no law. 58 What is customer service? Customer service is forming a relationship with customers – a relationship that individual customers want to pursue. It’s the kind of service that makes the customer feel special. It makes the customer want to come back. 59 Customer Contact is a moment of truth When “customers” first meet us they immediately form opinions about us. Those impressions include things about character, efficiency, and friendliness. They will decide in 7 seconds from 11 impressions whether they… Like You Dislike You Indifferent … that will largely determine the satisfaction of their experience (and yours) 60 7 Seconds/ 11 Impressions 1- Cleanliness 7- Helpful 2- Warmth (engaging) 8- Understanding 3- Credible 9- Courteous 4- Knowledgeable 10- Confident 5- Responsive 11- Professional 6- Friendly 61 Making a good impression Doing ordinary things extraordinarily well. Going beyond what is expected. Adding value to every interaction. Being at your best with every customer. Discovering new ways to delight the customer. Taking care of your customers like you would take care of your loved ones. 62 Importance of Customer Service It’s vital to your Sales & Profit ○ 81% of customers will continue to do business with a business that provides good customer service ○ 75% of customers will speak positively to others about your business if they receive good customer service ○ Customers will pay a little more (up to 10%) for exceptional service, which means more profit 63 Customer Lifetime Value It’s critical to the CLV (Customer Lifetime Value). Customer lifetime value (CLV), sometimes referred to as lifetime value (LTV), is the profit margin a company expects to earn over the entirety of their business relationship with the average customer. https://clevertap.com/blog/customer-lifetime-value/ 64 Customer Lifetime Value Many companies take a short-sighted approach by overlooking the CLV and instead optimize for a single sale in the near term. An increase in customer retention rates by only 5% has been found to increase profits anywhere from 25% to 95%. Calculating the CLV – There are different approaches, but we will look at a simple method. 65 Customer Lifetime Value https://clevertap.com/blog/customer-lifetime-value/ 66 Customer Lifetime Value CLV Example – You are the owner of a hair salon. Your most loyal customer comes 1 x per month for a haircut. You charge $25 per haircut. This client has been coming to your business with this frequency for 5 years. 67 Customer Lifetime Value Step 1: Calculate the CV CV = $25 time per month x 12 months per year = $300 Step 2: Calculate the CLV CLV = $300 (CV) x 5 years (CL) = $1,500 68 Customer Lifetime Value Step 1: Calculate the CV CV = $25 time per month x 12 months per year = $300 Step 2: Calculate the CLV CLV = $300 (CV) x 5 years (CL) = $1,500 69 Practice Session 1: CLV 70 Which customer has highest CLV? 1. Customer A: purchases $100 of products per month for the last 5 years 2. Customer B: purchases $100 of products each week for the last 5 years 3. Customer C: purchases $300 of products per month for the last 5 years. Training Time = 10 minutes 71 Improving Customer Lifetime Value Optimize Onboarding – customers often need education on the features and benefits of your products and/or services. Effective Communication between Customer and Company. Loyalty Program Retargeting - re-engage customers who have had a previous experience with your product and/or service. https://clevertap.com/blog/customer-lifetime-value/ 72 Improving Customer Lifetime Value A 5% increase in retention produces a 25% increase in profit. Acquiring a new customer is between 5x and 25x more expensive than retaining an existing customer. The probability of converting an existing customer is between 60%-70%. Existing customers spend 67% more on average than new customers. https://clevertap.com/blog/customer-lifetime-value/ 73 Why do customers leave your business? 3% Move away 5% Go to a friend’s business 9% Went to a competitor 14% due to product quality 68% due to poor customer service 74 Providing excellent Customer Service 1. Be an active listener to your customer’s need Active listening skills 3 Elements of Communication ○ Make eye contact with your customer ○ Face your customer Body Language ○ Body language speaks louder than words ○ Give attention, but be relaxed Spoken Words Tonalit y ○ Don’t interrupt ○ Ask questions to ensure understanding 75 Providing excellent Customer Service 2. Keep your Word If you promise something, making sure you deliver on it is common-sense customer service Don’t let your customers down Keeping your word is about respect and trust 76 Providing excellent Customer Service 3. Be a problem-solver Customers appreciate having their issues fixed. Customers prefer quick solutions to the issues, so be speedy. Don’t let problems linger. 77 Providing excellent Customer Service 4. Be proactive with your customers Small businesses should try to keep notes on the buying patterns of their key customers You can touch base with your key customers to see if they are in need of product or service. It lets them know that you are thinking about them 78 Providing excellent Customer Service 5. Conduct Customer Surveys You might think that you are delivering great customer service to your customers, but how can you be sure? Customers surveys are a great way to check on a variety of topics about your business ○ Customer satisfaction ○ Quality of your products or services ○ Competitor activities ○ Customer product or service needs 79 Customer Satisfaction Survey Questions 1. On a scale of 1 to 5 (1 being poor and 5 being great), how would you rate our customer service? 2. On a scale of 1 to 5, how would you rate the quality of our products? 3. On a scale of 1 to 5, how would you rate the selection of products that we have? 4. What is your favorite product/service? Why? 5. Why did you choose our product/service rather than a competitor’s? 6. Is there a product or service that we should add to our business? 7. Would you recommend our business to a family or friend? 80 Providing excellent Customer Service Delivering excellent customer service results in: A 5% increase in customer retention will increase profit by 25%. This is because repeat customers spend 67% more than new customers. Happy customers refer others to your business. 77% of customers share positive experiences with others. Customers will pay a little more for your products. 86% of customers will pay up to 25% more. Delivering excellent customer service enables you to Cross-sell and Up- Sell. 81 Cross-Selling Offering customers additional products or services that are complimentary to what they are purchasing. You can even offer a bundle pricing that is cheaper than each individual product purchased separately. Cross-selling increases your sales & profit. 82 Up-selling This is offering your customer a high-value product than what they are seeking. There is nothing wrong to offer a more expensive product that is actually more effective and cost effective than the one that the customer intended to purchase. They might not be aware of the other product. 83 Sales What is the first sales transaction recorded in the Bible? What was the product? Who was the customer? What was the price? 84 Sales Now the serpent was more crafty than any of the wild animals the LORD God had made. He said to the woman, “Did God really say, ‘You must not eat from any tree in the garden’?” – Genesis 3:1 85 Sales What is the first sales transaction recorded in the Bible? Satan sold Eve on eating the fruit of the tree in the middle of the Garden What was the product? Satan convinced Eve to eat the fruit so that she could gain knowledge like God Who was the customer? Eve What was the price? Sin and they were banished from the garden 86 Selling powered by the Holy Spirit Sales are transactions between two or more parties in which the buyer receives visible or invisible goods or services in exchange for money. Satan was crafty and successful to sell Eve the visible fruit. She purchased it with the eternal life of man until Christ died to repay the debt (John 3:16). God also gave us the Holy Spirit and this Spirit gives us power, love and self-discipline (2 Timothy 1:7). This same Spirit gives us fruit, which is love, joy, peace, forbearance, kindness, goodness, faithfulness, gentleness and self-control (Galatians 5:22-23). 87 Selling powered by the Holy Spirit Customers buy from businesses that they trust and have confidence in If you display the fruit of the Spirit personally and in your business, you will gain the trust of your Customers and through God’s grace increase your Sales ○ Love ○ Joy ○ Peace ○ Forbearance ○ Kindness ○ Goodness ○ Faithfulness ○ Gentleness ○ Self-Control 88 Selling powered by the Holy Spirit But how do you develop the fruit of the Spirit? Healthy Fruit comes from Deep Roots! You have to drive your roots deep into Christ. To do this, state in Christ, I am ○ Predestined to bring forth fruit and give him glory ○ So precious that Jesus poured out his blood for me ○ Predestined for good works You are only as mature as your most immature fruit. Note that the word fruit in Galatians 5:22 is not plural, but there is more than one fruit listed. The fruit are not separate but collective characteristics of Christ in your life! Walking in the Spirit is the way to avoid the lusts of the flesh, not vice versa. Galatians 5:16 teaches us to first walk by the Spirit and not first to avoid the flesh “So I say, walk by the Spirit, and you will not gratify the desires of the flesh. 89 Selling powered by the Holy Spirit Sales are vital to a business. As we will learn later in this lesson it is the first line item in the Profit & Loss statement of a business. Developing our Selling in the Spirit sets the foundation for our sales process. A successful approach will combine Selling in the Spirit with a Sales Process. Following a sales process will keep you efficient and focused. 90 Selling Steps 91 Selling Steps Most people have a poor image of salespeople because many salespeople have the primary goal to get you to buy something whether you want it or not. Their approach is a pushy, transactional selling process. In this lesson, we will learn a contrasting approach, called the educative selling process. This type of approach is complimentary with selling in the spirit. An educative approach helps you build trust with your customer and confidence to increase your sales. 92 Selling Process Step 1: Prepare Step 2: Build Trust Step 3: Ask Questions Step 4: Offer a Product or Service Step 5: Complete the Sales 93 Selling Process Step 1: Prepare This step involves learning about your current and new clients Learning means observing and keep notes of your customers buying habits: ○ How much do they purchase per month? ○ Which product(s) do they purchase the most frequent? ○ What is their favorite Brand of product? ○ Is there a product that they wished that you sold but you don’t sell today? To keep track of this information, prepare a customer relationship management sheet. Start with your top customers 94 Selling Steps Customer Relationship Management Sheet Client Name Cell # of Purchase Top Favorite Potential Phone Family Value per Product Brand products # Members Month Purchased to at Home purchase Client 1 Client 2 Client 3 95 Selling Process Step 2: Build Trust Bonding & Rapport Listen, Listen, Listen 96 Selling Process “Rapport is one of the most important features or characteristics of subconscious communication. It is commonality of perspective: being "in sync" with, or being "on the same wavelength" as the person with whom you are talking” It’s building an emotional bond or friendly relationship between people 97 Selling Process Building Rapport creates Trust Selling breaks Rapport – Customers don’t want to feel like you’re selling them. Educating builds Rapport – Customers want to feel like they are working with someone who cares about their business. One of the best ways to establish rapport is for our sales staff to be more knowledgeable than any other sales staff that they could possibly run into. 98 Selling Process How to improve your Bonding & Rapport? 1. Ask great questions – Everyone’s favorite person to talk about is themselves! Get personal with the customer. 2. Have a sense of humor – Have fun on a professional level with the customer. 3. Commiserate – If a customer wants to complain about a situation, be a supportive ear. 4. Care about them – Be more interested in the customer than anyone else has ever been 5. Find the common ground– What are they interested in? Sports, Music, Arts, etc.? 6. Mirror– Match your body language with your customers and they will make a subconscious connection 99 Practice Session 2: Bonding & Rapport 100 Bonding & Rapport Training 1. Split the class into two equal-sized groups. 2. Group A will leave the class and Group B will remain in the class. 3. Provide separate instructions to each group. 4. The Group A comes back into the room and finds a person to pair-up with. The Team B group member will start the exercise. Training Time = 15 minutes 101 Selling Process Step 3: Ask Questions or Probing Determine the needs of the customer Deliver value to your customer Be a valuable resource for your customer 102 Selling Process Step 3: Ask Questions or Probing Establishing a strong relationship with your customer allows you to ask questions about their desires and need. There are a few keys to success in this step: ♦ Preparing questions to ask your customers. Make a list of questions that you would like to ask your customer and work them into your conversation. ♦ Listening – Just as important as asking the question is to listen to the answer, because this can lead to additional questions. ♦ Practice makes perfect. Asking questions should be very natural and intertwined with a regular conversation with your customer. 103 Selling Process Step 3: Ask Questions or Probing Questions to routinely ask your customers that can help you gather good info: Are there other products or services that you would be interested in from our business? If I offered these products or services, would you buy them from me? Do you purchase similar products from our businesses (competitors)? Do you mind sharing why you purchase the products from my competitors (price, quality, etc) Would you recommend our business to your family and friends? Would you be willing to provide me their name and phone number? 104 Selling Process Step 3: Ask Questions or Probing Lead the customer down the Pain Funnel. The goal is to find out if the customer has issues/ problems with a current product or service they purchase. If you get them to the bottom of the funnel, the customer will be open to listening to your solutions! 105 Selling Steps Step 4: Provide a “Solution” a Product or Service Key Elements Show your customer how our products & services meet their needs. Deliver a value offer and not a price offer. Good chance to cross- or up-sell. 106 Selling Steps Step 5: Complete the Sales Key Elements If the customer believes in the product or service, they will take action and buy. The customer is impressed when they can experience the product or service or they are corroborated by others. 107 Selling Process Progression of a Buyer to Change Discover Diagnose Decide Aware Concern Critical Crisis Satisfied Neutral Decision to It could It is It is costing Life is great Comfortable happen happening $$$$$ Change Defensive Curious Decisive Some Significant Low Motivation Motivation Motivation to Change to Change to Change 108 Sales creates Profit Profit & Loss (P&L) Statement ► The profit and loss (P&L) statement is a financial statement that summarizes the revenues, costs, and expenses incurred during a specified period, usually a fiscal quarter or year. ► These records provide information about a business’s ability or inability to generate profit by increasing revenue, reducing costs, or both. ► Together with the balance sheet and cash flow statement, the P&L statement provides an in-depth look at a company's financial performance. 109 Sales creates Profit Example Profit & Loss Statement – Period – One Month P&L Item Value ($USD) Total Revenue 2,000 Cost of Goods Sold (COGS) 1,000 Gross Profit 1,000 (Revenue minus COGS) Total Expenses 500 Net Profit (Gross Profit minus Total Expenses) 500 110 Sales Tracking & Forecasting In order to be able to build up your Profit & Loss statement each month, you need to maintain good sales records. It is recommended that a business track sales on a daily, monthly, quarterly, and annual basis. It is recommended at a minimum that you track the sales on a monthly basis of the 20% of the customers that make up 80% of your sales. You should compare month over month results and to previous years so can identify business trends 111 Sales Tracking & Forecasting The first step to tracking sales is document the sales and for small businesses it is a good idea to document the sales daily as shown in the table below Month = November Sales ($USD) Day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Continue to Day 30 112 Sales Tracking & Forecasting Month 2023 Sales 2024 Sales Deviation to 2023 Daily sales tracking leads to ($USD) ($USD) monthly sales tracking and January note that in the table below, we February would ultimately want to March compare months from one year April to the next to see the sales May trend. June July August September October November December 113 Sales Tracking & Forecasting More advanced sales tracking breaks the sales down to the customer level by month Customers Jan. Feb. Mar. Apr. May Jun. Jul. Aug. Sept. Oct. Nov. Dec. Total 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 Customer 1 Customer 2 Customer 3 Customer 4 Customer 5 Customer 6 Customer 7 Customer 8 Customer 9 Customer 10 Note: Sales are added in USD to each cell 114 Sales Tracking & Forecasting More advanced sales tracking breaks the sales down to the product level by month Products Se Jan. Feb. Mar. Apr. May Jun. Jul. Aug. Sept. Oct. Nov. Dec. Total 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 Product 1 Product 2 Product 3 Product 4 Product 5 Product 6 Product 7 Product 8 Product 9 Product 10 Note: Sales are added in USD to each cell 115 Sales Tracking & Forecasting What is a Sales Forecast? A sales forecast allows you to determine what your estimated sales (Revenue, New Customers, etc.) will be for a given time period. The forecast is generated from an analysis of previous data about your sales. Why is a Sales Forecast a critical component to your business? It gives you a goal to drive your business towards. More accurate forecasting of expenses and cash flow projections. Turning more prospective customers into repeat customers. Adapting your product to better meet the demands of your customers. Inventory management control. 116 Sales Tracking & Forecasting How do you create a sales forecast? Start by using a monthly average of previous months as your sales forecast for the future months. Consider seasonality and adjust up or down based on holiday periods or periods when your customers actively purchase products/services. Consider when new customers would start purchasing. Consider that you have lost customers. Consider when you will start selling new products. Start by forecast the next 3 months of sales. It might be difficult until you build up enough history to forecast more than 3 months in the future. 117 Sales Tracking & Forecasting Models Jan. Feb. Mar. Apr. May Jun. Jul. Aug. Sept. Oct. Nov. Dec. Total 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 2023 Model 1: Sales based on Monthly average 500 500 500 500 500 500 500 500 500 500 500 500 6,000 of the last 12 months Model 2: 250 750 750 250 500 500 500 500 500 750 500 250 6,000 Adjusting for seasonality Model 3: 500 500 500 600 600 600 600 600 600 600 600 600 6,900 Adjusting avg sales model & new customers Model 4: 500 500 500 700 700 700 700 700 700 700 700 700 7,800 Adjusting avg sales model & launching a new product Note: Sales are added in USD to each cell 118 Sales Tracking & Forecasting Analyze your Sales Forecast Accuracy Forecast Accuracy = Actual Sales/Forecast Sales in %. Analyzing the accuracy of the forecasting is important to improve the process. Analyze why you missed achieving the forecast: ○ Which customers? ○ Which products? ○ Overall market conditions Re-adjust your forecast going forward to improve the accuracy. 119 Sales Tracking & Forecasting Accuracy Jan. Feb. Mar. Apr. 4 Month ∙ Target is to achieve between 95 and 2023 2023 2023 2023 Trend 105% accuracy on a 3 to 4 month view Forecast Sales 500 500 500 500 2,000 Actual Sales 400 600 450 500 1,950 ∙ Re-adjust your next months trend if your accuracy is low % Accuracy 80% 120% 90% 100% 97.5% Accuracy May Jun. Jul. Aug. 4 Month 2023 2023 2023 2023 Trend Note: Sales are added in Cords or USD to each cell Previous Forecast Sales 500 500 500 500 2,000 Revised 450 550 450 500 1,950 Forecast Sales Actual Sales 450 500 500 500 1,950 % Accuracy 100% 91% 111% 100% 100% versus Revised Forecast 120 Sales Forecasting 121 Practice Session 3: Sales Forecasting 122  Sales Forecast Practice Forecast the next 4 quarters of sales based on the avg. sales forecast model. Models Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q4 2021 2021 2021 2021 2022 2022 2022 2022 2023 2023 2023 2023 2023 Sales per month 9,000 9,000 9,000 7,000 9,000 9,000 8,000 6,000 7,000 in $USD Training Time = 10 minutes 123 Marketing Excellence 124 Class Topics Marketing from a Biblical Perspective Marketing Fundamentals Market Validation Process 125 Biblical Four P’s of Marketing Jesus' ministry is a great example of the Bible’s 4 “P’s” Preparation – Jesus spent 40 days in the wilderness where he was tried and tested before his ministry started. Proclamation- John the Baptist was a voice crying in the wilderness proclaiming the coming of Jesus. 126 Biblical Four P’s of Marketing Presentation- For three years Jesus taught, preached and challenged people to follow him. Promise- If we follow him, we gain eternal life. 127 Biblical Four P’s of Marketing Jesus communicated his marketing plan to the disciples in Matthew 28:19-20. 19 Therefore go and make disciples of all nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, 20 and teaching them to obey everything I have commanded you. And surely I am with you always, to the very end of the age.” From a marketing perspective, it highlights the significance of having a clear and compelling message and the need to communicate it effectively to a target audience. 128 Marketing and Christian Principles Build A Brand Narrative: The Bible has a strong story that connects and engages its audience. What story does your company tell? Be A Thought Leader: Jesus is a leader that provides guidance, support, and encouragement. How are you a thought leader for your customers? 129 Marketing and Christian Principles Practice What You Preach: Jesus and his disciples shared their story and established their brand. Do people understand your product and what you stand for? Engage With Your Customers: The Bible contains stories about people sharing their experiences with God and Jesus. Would customers share their experiences with you? 130 What is Marketing? Marketing is about determining the value of your product or service and giving that information to your customers. 131 Marketing involves ATTRACTING relevant people “strangers”- to your business. 132 Marketing involves CONVERTING those visitors into “Leads.” 133 Marketing involves “Leads” are people who say they’re interested in what you have to sell. 134 Marketing involves CONVERTING those leads into customers. 135 Marketing involves Informing people about your product or service. Increasing sales. Developing an ideal customer. Building a powerful brand. 136 The Classical Four P’s of Marketing Marketing Product Price Placement Promotion 137 Promotion What is this store selling? 138 Promotion Handing out Flyers and Posting them on building is a great way to advertise your products and services! We will teach about Digital Marketing in the Fundamentals for IT class. 139 Promotion Customer Rewards Card Customers get rewards for coming back to shop. Buy 10 meals, get 1 free. Make 10 purchases, get a free accessory. 140 Product Your product should be clearly marketed on your store or on a sign. 141 Product What is this store selling? 142 Price The prices of your product should be clearly displayed. 143 Placement Does anyone else nearby sell the same product? 144 Placement Restaurant ○ Condiments ○ Desserts ○ Sides 145 Placement Supermarket ○ Drinks ○ Snacks ○ Toys 146 Placement Clothing ○ Hats ○ Kerchiefs ○ Jewelry 147 Marketing Strategy A key component in developing a market strategy for your business is to perform a SWOT analysis. A SWOT analysis helps you consider current and future possibilities that can affect your business strategy. 148 SWOT Analysis A SWOT analysis is a framework for knowing the internal and external factors that can make or break the success of your business. 149 SWOT Analysis Strengths – Make a list of all the strengths (advantages) of your business. You can also make this list for a specific product and/or service. Weaknesses – Make a list of all the weaknesses (improvements) of your business. You can also make this list for a specific product and/or service. 150 SWOT Analysis Opportunities – Make a list of opportunities that you have with your business in relation to your competitors. Threats – Make a list of threats to your business in relation to your competitors, however, you can think of other external threats such as supply, finances, etc. 151 SWOT Analysis Matrix Helpful Harmful to achieving the objective to achieving the objective Strengths Weaknesses ∙ ∙ Internal origin Opportunities Threats ∙ ∙ External origin 152 Practice Session 1: SWOT 153 SWOT Exercise Business Situation: "You are a small coffee shop located in a busy downtown area. Your business has been operating for six months, and you have noticed a decline in customers." 154 SWOT Exercise Split up into groups of 3 to 5 people. Each group should conduct a SWOT analysis for the coffee shop’s business situation. Think critically and brainstorm as many points as possible for each category. 25 minutes of Group Time and 15 minutes to Share. 155 Market Research Better targeting customers. Keeping tabs on competitors’ prices. Finding new customers. Forecasting the market. 156 Market Research Interviews (Lean Market Validation) Selecting Competition. Secret shopping. Reviewing Research. Ongoing monitoring. 157 Marketing Tips for Small Businesses 1. Create your “Wow” factor – Some people call this your “unique selling position”. It’s what differentiates you from other businesses that are similar. 2. Be Generous – Find ways to giving loyal customers a small gift. 158 Marketing Tips for Small Businesses 3. Create a Customer Survey– Ask your customers what they like about your products or services. Ask them what additional products or services they would like you to have. 159 Marketing Tips for Small Businesses 4. Leverage Existing Customer– Ask your best customers to provide you names of friends and family that may be interested in your business and then, contact them! 160 Marketing Tips for Small Businesses 5. Proactive and not Reactive– Go out and meet people and hand-out small flyers, business cards about your business or even provide samples of your products. This is called networking. 161 Market Validation 80% of small businesses survive the first year. 45% make it to year five. The average life of a small business is 8.5 years 162 Why is success difficult to achieve? 163 The majority of new businesses fail because the market doesn't need their products or services. 164  Market Validation Market validation reduces the risk of startup failure. When executed skillfully, validation can provide reliable proof that your new concept is: Desirable: Do customers need and enjoy this product? Feasible: Do you have the operational capabilities to provide the product? Viable: Do you have a profitable and sustainable business model? 165 Lean Market Validation A streamlined process for first time entrepreneurs to define and gain market validation for new business ideas. Learn how to launch business ideas successfully while minimizing upfront investment and risk. Following the right process involves a few easy and often free steps. 166 Lean Market Validation Who is your Step ∙ It is not everyone! Be One specific. customer? Step One Write down Write down your What problems ∙ yourfirst! Start with the problems product Are are you solving? they worth solving?concept in a product concept in a few simple How does your ∙ few simple Tie the value of the product product or service sentences. solve these problems? sentences directly to the problem statement. What are the key features ∙ Do they solve specific problems? of the product or value served by the service? Can the value be quantified? 167 Lean Market Validation Lean Market Validation is based on getting just enough information and data to make decisions. Step Two There isn’t Step Two time to You will never get 100% certainty and Decide! Decide! agonize getting close requires excessive time over and resources. details. Lean market validation is an iterative process! As you progress, you will refine the quality of your ideas! 168 Lean Market Validation Step Three Most of what you write down will be assumptions Lean Market Validation follows the Scientific Method. Don’t assume your ideas and opinions are facts when they are simply assumptions. Review your concept and ideas and discuss how these assumptions can be tested in your target market. 169  Lean Market Validation Step Four Find the truth by testing your assumptions ∙ Testing assumptions is the foundation of the Lean Market Validation methodology. ∙ Relies upon customer interviews with potential buyers. 170  Lean Market Validation Start with your own network of friends, mentors and potential investors.  Your network will be friendly to your cause! Recognize this potential bias.  Feedback from your own network can be established quickly and can help refine your early ideas. Potential customers and users come next and are your most valuable sources of insight. 171  Lean Market Validation Step Four ∙ Testing your assumptions is an iterative process.  Select your riskiest assumptions.  Define a hypothesis.  Test the assumption with customers.  Analyze the results and refine the analysis. ∙ Lean Market Validation Methodology can systematically improve your assumptions, product or service and understanding of the market. ∙ Systematically reduces the risk of launching a new business. 172 The Customer Interview If it is an important business question, customers can help you answer it! Almost every form of business validation can be covered through customer interviews. The questions you ask can change on a cases by case basis, depending upon your stage of validation, but the process remains the same. 173 The Customer Interview Choosing the right test to validate assumptions? Focus initially on customer discovery interviews ○ Learning exercise to understand customer’s frustrations, pain points and alternative solutions. ○ Use this test to: validate assumptions on customer needs and target market segments, gather insights for a competitive value proposition. ○ When to use: When you have initial ideas. 174 The Customer Interview Choosing the right test to validate assumptions? Focus initially on customer discovery interviews ○ Time required: Depending upon initial assumptions, can be competed in a few days to a few weeks. ○ Evidence level: Typically, low as you don’t have fully formed product to test yet. Establish past customer behaviors and learn if your assumptions about needs are correct. 175  The Customer Interview Choosing the right test to validate assumptions? Second Phase is to move to Customer Validation Interviews ○ The objective of the customer validation interview is to measure some level of customer commitment. Will they buy? What price will they pay? ○ Use this test to: validate a value proposition for a new product or business idea and decide next steps. ○ When to use: When you have a defined competitive value proposition based upon customer insights collected in the first phase. 176 The Customer Interview Choosing the right test to validate assumptions? Second Phase is to move to Customer Validation Interviews ○ Time required: Can be competed in a few days to a few weeks. ○ Evidence level: Medium depending upon their buying intent and price signals. If these interview end without clarity, it is a sign the product needs more definition. 177 The Customer Interview What do you hope to learn? What do you hope to learn from the process? Have we Are we solving Is our messaging prioritized the the problem the effective? right initiatives right way? on our roadmap? Can we achieve Are prospects How much will product-market ready to buy? prospects pay? fit? What’s the minimum feature set required to generate sales? 178 The Customer Interview How to Conduct the Interview Each interview is really a conversation. Come prepared with a list of questions, perhaps an example or examples of your product to gain insight into different approaches. 179 The Customer Interview How to Conduct the Interview Approach each conversation with curiosity! Explore the customers problems and needs. Don’t be afraid to deviate from your prepared questions. If you are prepared to follow where the customer takes you, you will gain valuable insight. Your most important question: WHY? 180 The Customer Interview Best Practices for Customer Interviews Best Practices Start talking to customers before you think you need to! Customer Discovery Interviews. As soon as you have basic assumptions and can have a meaningful conversation – start your interviews. 181 The Customer Interview Best Practices for Customer Interviews Best Practices Your initial hypothesis doesn’t need to be perfect. ○ Good enough to inform you who to speak with. ○ Good enough to determine what their problems might be. ○ Good enough to start to explain how your product or idea might address their problem. It’s an iterative process. Test your ideas, Revise, Test again! 182 The Customer Interview Best Practices for Customer Interviews Best Practices Make your interviews Interviews should be 30 The amount of time long enough to to 45 minutes. Allow depends upon your count! time to establish a stage of validation relationship, ask initial questions and explore new ideas Customer validation interviews may take longer 183 The Customer Interview Best Practices for Customer Interviews Best Practices Let the customer do the talking! As the interviewer, you should do no more than 50% of the talking. Reserve your speaking for asking questions. You are not selling yet. You are learning! The most important question is often “Why” 184  The Customer Interview Best Practices for Customer Interviews Best Practices Focus should be on Conduct enough interviews There is no magic collecting insight from a to get an accurate size of number! wide range of perspectives your potential market. to develop an idea of the product’s potential. 185 The Customer Interview Avoiding False Positives Avoiding False Positives Liking your idea is not the same as buying your product! During interviews potential customers want to be nice and often avoid black and white answers. Be careful about accepting answers at face value. The most important questions and answers are about “why” the customer feels a certain way 186 Lean Market Validation Lean Market Validation Summary Market validation is essential to the successful positioning of any new product or business idea. Failure to validate business ideas is the #1 cause of business failure. Lean Market Validation techniques are easy to understand and cheap to implement. 187 Lean Market Validation Lean Market Validation Summary Should always be completed before you invest. Based upon the scientific method and a series of customer interviews. Iterative process. Should conclude with clarity of the problem statements, value propositions and understanding of buyer's intent to purchase 188 Practice Session 2: Market Validation 189 Lean Market Validation Exercise New Product Launch Exercise: “The same small coffee shop from Practice Session 1 wants to launch a new product to boost the sales & profit.” 190 Lean Market Validation Exercise Exercise Tasks: a. Define the Target Customer: Ask the groups to identify the specific target customer for the new coffee product. Consider demographics, preferences, and behaviors. b. Identify Assumptions: Guide the groups to identify key assumptions about the target customer's needs, preferences, and willingness to purchase the new coffee product. c. Minimum Viable Test: Instruct the groups to design interview questions or validating test methods to validate the need for the new coffee product. 191 Lean Market Validation Exercise Exercise Tasks d. Data Collection: Simulate data collection by brainstorming the questions that you would ask potential customers or the observations from other test methods. e. Analysis and Conclusion: Analyze the simulated data and draw conclusions based on the findings. f. Iterate and Refine: Discuss how you would iterate and refine the new coffee product based o the validation results. 192 Lean Market Validation Exercise Work in the same groups from Practice Session 1. 30 minutes of Group Time and 15 minutes to Share. 193 Strategic Minds 194 Class Topics ∙ Problem Solving ∙ Critical Thinking ∙ Creative Thinking 195 Problem Solving Creative Thinking Critical Thinking Problem Solving Imagine Improve Analyze Invent Design Breakdown Change Refine Compare Design Combine List Create Invent Invent Rank 196 Problem Solver Types Self-Regulating Problem Solver A self-regulating problem solver is the ability to recognize, evaluate and implement solutions to problems by themselves. (credit: Copyright Rice University, OpenStax, under CC BY 4.0 license 197 Problem Solver Types Theoretical Problem Solver (credit: Copyright Rice University, OpenStax, under CC BY 4.0 license 198 Problem Solver Types Collaborative Problem Solver (credit: Copyright Rice University, OpenStax, under CC BY 4.0 license 199 Problem Solving Let’s Explore Nehemiah’s 5 Step Problem Solving Process Step 1: Identify the Problem Step 2: View & Prayer Step 3: Cause Step 4: Identify Several Possible Solutions Step 5: Monitor the Implementation We will review how Nehemiah used this process in Nehemiah Chapters 1 thru 6 to rebuild the wall of Jerusalem. http://www.bible-teaching-about.com/problemsolving.html 200  Problem Solving Step 1: Identify the Problem ∙ Identify and gather the facts about the problem. ∙ Document the facts during the discovery process. Nehemiah 1: 1-3: 3They said to me, “Those who survived the exile and are back in the province are in great trouble and disgrace. The wall of Jerusalem is broken down, and its gates have been burned with fire. In verse 3, Nehemiah identified the problem: the remnant in the province were in great trouble and the wall of Jerusalem was broken down. http://www.bible-teaching-about.com/problemsolving.html 201 Problem Solving Step 2: View & Prayer To be effective at problem solving, we need to create a Christ- centered view. Christ reigns forever-before, during, and after every earthly problem and we need to seek him in prayer, in regards, to the problem. Nehemiah 1:4 “When I heard these things, I sat down and wept. For some days I mourned and fasted and prayed before the God of heaven.” Nehemiah’s first response after identifying the problem was to turn to prayer. http://www.bible-teaching-about.com/problemsolving.html 202 Problem Solving Step 3: Cause The next step is to explore the cause of the problem. Like a good detective, you need to ask and document the 5 Why Questions and How Question. Nehemiah discovered several causes of the Israel’s plight in Nehemiah 1: 6-9, 2: 7-10. Discouragement, lack of resources, lack of leadership, and opposition. http://www.bible-teaching-about.com/problemsolving.html 203 Problem Solving Step 4: Identify Several Possible Solutions Brainstorming is a good method to create and gather solutions from different interest groups, but carefully consider before God what to do. Pick the best solution to move forward. Nehemiah chose to approach the king and secure the resources and permission to fix the problem in Jerusalem (Nehemiah 2:4, 5). He took action and made a decision. http://www.bible-teaching-about.com/problemsolving.html 204 Problem Solving Step 5: Monitor the Implementation Monitoring and evaluating the implementation of the solution to the problem is extremely important to ensure that the problem is solved. If the problem is not resolved in a satisfactory manner, then adjustments should be made to ensure that the problem is resolved. Nehemiah’s continual and consistent monitoring of the rebuilding of the wall ensured success. Nehemiah 6:15 “So the wall was completed on the twenty-fifth of Elul, in fifty-two days.” http://www.bible-teaching-about.com/problemsolving.html 205 Problem Solving Process Identify Evaluation View & & Prayer Monitoring Christ Solutions Cause Christ-centered approach to Problem-Solving 206 Practice Session 1: Problem Solving 207 Problem Solving Practice Let’s go back to the small coffee shop that had declining sales. "You are a small coffee shop located in a busy downtown area. Your business has been operating for six months, and you have noticed a decline in customers." Split up into groups of 3 to 5 people. Each group apply the 5-step process for solving the problem and determining a solution to implement. 20 minutes of Group Time and 15 minutes to Share. 208 Critical Thinking Exercises 209  Are you a Hammer or Feather? Which one of these best describe you? Before you answer, think about the characteristics of a hammer and a feather. Connect these characteristics to your own personality. Does anyone want to share? 210  Image Stories 1. Describe what you see in this picture. 2. What are these people doing and why? 3. What do you think they are feeling? 4. Where are they? 5. Do they know each other? If so, how? 6. What are the events that have led photo credit: express.co.uk to this snapshot in time? 211  Image Stories 1. Describe what you see in this picture. 2. What are these people doing and why? 3. What do you think they are feeling? 4. Where are they? 5. Do they know each other? If so, how? 6. What are the events that have led to this snapshot in time? photo credit: wuching.blogpost.com 212 Visual Recall 213 What is Critical Thinking? 214 “Critical thinking is mode of thinking, in which the thinker improves the quality of his or her thinking about any subject, content, or problem by skillfully taking charge of the thinking process and applying structure and standards to the process” 215 The Purpose of Critical Thinking? ○ Our regular thinking process about a subject, content, or problem, without applying a standard thinking process, is normally is biased, partial, or uninformed. ○ The quality of our life and that of what we produce, make, or build can be influenced by the quality of our thought. ○ Poor thinking can be costly, both in money and in quality of life. 216 Critical Thinking is an important skill The World Economic Forum in 2016 listed the top 10 skills for the future of jobs in 2020. The Top 10 skills are as follows: 1. Complex Problem Solving 2. Critical Thinking 3. Creativity 4. People Management 5. Coordinating with others 6. Emotional Intelligence 7. Judgment and Decision Making 8. Service Orientation 9. Negotiation 10. Cognitive 217 Critical Thinking is an important skill ○ Critical Thinking skills are a competitive advantage in business. ○ Applying critical thinking skills to business problems will allow small business to consistently outperform their peers. ○ Critical Thinking skills are also an important life skill. ○ Applying critical thinking skills to personal and family problems will provide a more successful solution. Remember to test, keep what is good and remove what is bad or evil. 218 Biblical Process 1Thessalonians 5:20-22 “20 Do not treat prophecies with contempt. 21 but test them all; hold on to what is good, 22 reject every kind of evil” ○ Backstory – The Thessalonians were being influenced by false prophets who were teaching false prophesies about the return of Christ (for example, they believed Christ’s return was immediate). ○ Paul used fundamental principles of critical thinking in verses 20 to 22 to speak the truth to the Thessalonians. 219 Biblical Process “20 Do not treat prophecies with contempt 21 but test them all; hold on to what is good, 22 reject every kind of evil” ○ In verse 20, Paul tells the Thessalonians not to despise (ignore, dismiss) the prophecies, but to test them all. Paul is saying to apply critical thinking! The teaching of all the prophecies should be tested (analyzed, taken apart and examined). ○ Then in the second part of verse 21, he instructs them to hold onto what is good. He then further instructs them in verse 22 to reject every kind of evil. 220 Biblical Process “20 Do not treat prophecies with contempt 21 but test them all; hold on to what is good, 22 reject every kind of evil” ○ What if we apply these verses to our everyday thinking process? ○ Instead of applying quick and sometimes biased thinking we just need to think using 3 critical steps. 1. Critically test your thoughts and ideas 2. Hold on to the good ones 3. Reject the bad ones 221 Critical Thinking Step by Step Step 1: Define the Problem or the Situation Write down the problem or situation that you need find a solution to. Capture as many details about the problem or situation that can think of. Refine your write-up so that it is in a presentable format. 222 Critical Thinking Step by Step Step 2: Ask Questions about Everything Use the classic W questions that we learned in our Problem-Solving training. 223 Critical Thinking Step by Step Step 3: Question Yourself & Your Actions Our regular thoughts can be biased, which means that you already have an opinion about the problem or solution. For Critical Thinking to be successful, we need to be open- minded in our thought process. Don’t discard anything at first. 224 Critical Thinking Step by Step Step 4: Pay attention to all Information To master critical thinking, you need to pay attention to all forms of information that you receive. Again, we can be biased in our ability to analyze information, which can lead us to dismiss critical points. We should not also discard information from sources that we disagree with (1 Thessalonians 5:20-21 mentality). 225 Critical Thinking Step by Step Step 5: Developing your Foresight Foresight is predicting the future based on the information presented to you. It is a skill that requires you to have the ability to predict what will happen when you make a decision or perform an action 226 Critical Thinking Step by Step Step 6: Communicate your Findings & Results Document and present what you discovered and implemented. This last step is often overlooked, but so important to make sure everyone is aligned with the solution. 227 Critical Thinking Step by Step Keep a Thought Journal Write down your thoughts and ideas in a notebook. This will help you reinforce a critical thinking mentality. Write down the problem or the situation and how you analyzed it, responded to it, how you reacted to your assessment of it, and how did you implement a solution. 228 Creative Thinking 229  One + One = 1 Connecting two ideas or concepts together at the end we will have one idea or a concept. Being creative involves the same steps – combining from the first look unrelated ideas and coming up with something new 1. Work in a team of 2 2. Each person come up with an object which name begins with the same letter as your last name. 3. Combine your object with your partners object to create a business opportunity: a product or a service. Ex. Toothpaste + Zebra = a zebra shaped toothpaste dispenser for kids that squeezes out portions (a product); custom designed and themed tools for dentists working with children (service/experience). 4. Think about the concept in detail – what purpose does it serve, who uses it, how does it look like, etc. Take 7 minutes to work with a partner and then lets hear your new opportunity www.innovationlab.net 230 Creative Thinking ○ Creative thinking refers to the ability to generate new ideas, concepts, and connections that are original, innovative, and valuable. ○ It involves using imagination, curiosity, and non-linear approaches to problem-solving and decision-making. ○ Creative thinking goes beyond traditional or conventional thinking patterns and often leads to fresh insights, novel solutions, and unique perspectives. 231 Creative Thinking Key Characteristics ○ Fluency: The capacity to generate a large number of ideas or possibilities. ○ Flexibility: The willingness to explore different viewpoints, perspectives, or approaches to a problem or situation. ○ Originality: The ability to come up with ideas that are unique and distinguishable from existing concepts. 232 Creative Thinking Key Characteristics ○ Divergent Thinking: The ability to think broadly and generate multiple ideas or solutions that diverge from a common starting point. ○ Associative Thinking: Making connections between seemingly unrelated concepts or ideas to form new insights or solutions. ○ Risk-Taking: Being open to taking risks, challenging conventions, and exploring unconventional ideas. 233 Creative Thinking Key Characteristics ○ Problem Framing: The skill of reframing problems or situations in a way that opens up new possibilities and perspectives. ○ Playfulness: Embracing a sense of play, curiosity, and experimentation to encourage creative thought. ○ Creative thinking can be nurtured and developed through various techniques such as brainstorming, mind mapping, lateral thinking exercises, and embracing diverse perspectives. 234 Creative Thinking ○ God is the One who gives gifts to men and women the gift of creativity. ○ God has given each one of us certain gifts of creativity. It is up to us to discover them and then utilize them for His glory. ○ God never asks us to do something that He doesn’t give us the ability to do so each of us have been endowed by our Creator to have specialties in differing areas, just as He has given each member of the Body of Christ gifts of the Spirit. 235 Biblical View Genesis 1:27 “So God created man in his own image, in the image of God he created him; male and female he created them.” God is “The Creator” and he has imparted his Creative skills in us. 236 Biblical View Exodus 30-33 “See, the Lord has chosen Bezalel son of Uri, the son of Hur, of the tribe of Judah, and he has filled him with the Spirit of God, with skill, ability and knowledge in all kinds of crafts- to make artistic designs for work in gold, silver and bronze, to cut and set stones, to work in wood and to engage in all kinds of artistic craftsmanship.” 237 Creative Thinking ○ 82 percent of companies believe there is a strong connection between creativity and business results. In fact, companies that actively foster creative thinking outperform their rivals in revenue growth, market share and competitive leadership. ○ Creativity coupled with action leads to success. 238 Creative Thinking means…… Doubt everything. Challenge your current perspectives. Explore options around you. Generate many new and exciting ideas, even if they seem crazy. Evaluate and select the ideas that will drive breakthrough results. Re-evaluate relentlessly. No idea is good forever. 239 Steps to become more Creative Pray to God for Wisdom and Direction. Brainstorm regularly, whether you do it alone or in group settings. Always carry a notebook and a pen in case a great idea pops into your head. Make sure you define your problem since this will make it much easier to come up with ideas and solutions. 240 Steps to become more Creative Do something new every day that you have not done yet (e.g. eat new food, dress differently, introduce yourself to a stranger). Exercise your brain by drawing, writing, debating or doing anything that allows you to form new mental connections. 241 Drawing or Doodling increases information by 29% 242 Creative Thinking Techniques Brainstorming Concept – produce an idea or solve a problem by holding a spontaneous discussion. Goal- produce a lot of ideas without worrying about the quality of the ideas. 243 Creative Thinking Techniques Some problems with Brainstorming ○ Some people don’t contribute because they can’t think fast enough. ○ A few individuals can influence the ideas. 244 Creative Thinking Techniques Brain Writing – an alternative to the group process ○ Leader shares the idea. ○ Individuals write down the ideas. ○ Individuals share their ideas with the group. ○ Leader captures the ideas on a board. 245 Creative Thinking Techniques Starbursting– instead of generating ideas, the idea is to ask questions. Generating a list of questions helps to form ideas or solve problems from a different approach. Leader shares the topic. Individuals write down questions (Who, Why, What, When, How type of questions). Individuals share their questions with the group. Leader captures the questions on a board. 246 Practice Session 2: Creative Thinking 247 Creative Thinking Practice Objective: Generate ideas for a new online marketplace platform Split up into 3 groups. ○ Brainstorming ○ Brainwriting ○ Starbursting Each group should apply their assigned technique to develop ideas for a new online marketplace platform. 20 minutes of Group Time and 5 minutes for each team to share their findings. 248 Digital Business Essentials 249 Digital Essentials Biblical Perspective Digital Tools for Small Businesses AI Tools: ChatGPT Social Media Marketing 250 Increase of Knowledge 251 Increase of Knowledge Daniel 12:4 (NKJV) “But you, Daniel, shut up the words, and seal the book until the time of the end; many shall run to and fro, and knowledge shall increase.” 252 Evolution of Knowledge Artificial Intelligence (AI) is the latest wave of technology that is driving the speed of learning. 253 Evolution of Knowledge Revelations 13:14-15 (NIV) “Because of the signs it was given power to perform on behalf of the first beast, it deceived the inhabitants of the earth. It ordered them to set up an image (Greek = Eikon or Icon) in honor of the beast who was wounded by the sword and yet lived. The second beast was given power to give breath to the image of the first beast, so that the image could speak and cause all who refused to worship the image to be killed.” Could the image reference in verse 13 could be generated and powered by AI? 254 Evolution of Knowledge How should we handle the evolution of knowledge and Artificial Intelligence? We can rely on the following verses for discernment: Romans 12:2 (NIV) 2 Do not conform to the pattern of this world, but be transformed by the renewing of your mind. Then you