Recruiters who have attended my training know that the Recruiting Solution Process (RSP) Presentation is a 10 phased process, lasting about an hour, which begins with pre-approach planning and ends with the closing phase. They also know that:
- Each phase has a set of skills that must be learned and practiced if consistent success is to be achieved
- In each phase the Recruiter is the one asking the questions and being sure to stay in control of the presentation
- Each phase must be followed in sequence except in rare circumstances such as when a prospect walks into the office wanting to join right then. (And I don’t need to tell you to be careful here do I?)
- Each phase is connected or “interlocked” and has a transition phrase that moves the presentation into the next phase making for a “casually” smooth and seamless presentation to the prospect
- Each phase has a pre-closing objective that the Recruiter must identify before moving into the next phase
- Each phase is focused on the prospect
- The Recruiter must ASK THEM TO ENLIST!
Now that we have reviewed some of the principles, let’s discuss Phase III: Establishing Rapport. However, before we get into the discussion we must remember that the purpose of this phase is to:
- Set up a non-threatening environment to put the prospect (and the Recruiter) at ease
- Eliminate or reduce the prospect’s defensive posture (Drop the shields)
- Enable setting the presentation agenda and getting permission to ask questions
- Start the process of building a trusting and mutually respectful relationship
- Setup transitioning into the Discovery Phase of the presentation
For Recruiters that are experienced or have learned and developed excellent people skills, establishing rapport is an easy thing for them to do. However, for most of us introverted folks this phase can be excruciatingly painful and awkward as a five legged cat if we don’t have a plan and rehearse how to do this. I am one of those people, so I developed a plan and as everyone knows-I believe in planning and rehearsal (old Special Forces habit).
My plan not only helped me achieve this Phase’s objectives but also helped enable me to achieve the objectives of down-line phases. Using this plan put me at ease, the prospect at ease and very often was the critical element that helped me get the enlistment. The plan?…AFIRMM! As a military professional is should be no surprise to you that my plan is based on a memory mnemonic. Unlike many others though, this one is not long, is easy to remember and serves as a foundation for the entire presentation. Here is how it works.
A: Set the Agenda-After greeting the prospect (another skillset), the Recruiter begins the rapport phase by casually setting the agenda for the presentation. This is a prepared and much rehearsed part of the presentation skills that lets the prospect know what is going to happen, what is going to be discussed and ends with asking for permission to ask questions. My agenda actually includes a reference to enlisting them into the Army National Guard—subliminal insertion-“…and Mr. Prospect if the benefits I present are what you believe will satisfy your goals and you consider them of high value then I would like you to consider joining our Team. May I ask you a few questions?”
F: Ask about their Family. Almost everyone loves to talk about their family and the Recruiter can find so much information here such as economic strata, family support, etc. Not only will this help them put them at ease but it will get them talking and that is what you want to do. “So, Mr. Prospect tell me a little about you family…What does your Dad do for a living?” This is just an example of one of the many questions about the family I will ask. These questions (and their answers) will tell me if the prospect is going to need education money(or not), has parental support or is looking to “get out of town and away from Mom and Dad”. Again, it will tell me if their parents or significant other are supportive and gives me an idea of strategy for dealing with the parent or significant other. I also frequently discover the prospect’s motivation in this area.
I: What is the Prospect’s Interests. Here I am seeking out what they are really interested in…what are their goals, their dreams, and where do they want to go in life. This is the really fun part of this phase and can help you discover their primary and secondary motivators (some amateurs call these “hot buttons”).
R: What does the Prospect do for Recreation. Asking what the prospect likes to do for “fun” opens the prospect up more because people like to talk about fun things. The Recruiter can also get “insight” as to what MOSs might be appealing to the prospect. For example, if the prospect is an avid hunter or loves to fish the prospect might be open to being in the infantry or cavalry. If she likes to volunteer at the hospital then the Recruiter would be crazy not to mention the great medical skill training the Guard offers. Wouldn’t it be wonderful if your prospect says, “I love to play video games, especially Combat II.” Get in the G-Car young man because you are fixin’ to be a real live infantryman!
M: Are there any present or former Military members in their family. I am amazed at the number of Recruiters that don’t seek this information out from their prospects. In the vast majority of circumstances where a family member is serving or has served successfully in any branch of the military (even their Grandparents and/or Uncles), there is a much greater propensity for the prospect to enlist and they will normally have a higher parental approval level for the prospect enlisting. It is even better when they have a brother or sister that has served in the Army or the Army National Guard! The prospect actually comes to the presentation with a predisposition for enlisting! The Recruiter will miss this and may lose the enlistment if they don’t ask about the family military experience. (Note: In the professional Recruiting field these are called influencers.)
M: What is the prospect’s Motivation. This is nothing but beautiful! You end this phase by actually asking questions such as: “So, Mr. Prospect I have enjoyed finding out about you but there is really one thing more I want to ask before we talk about who I am and the Guard…(Dramatic Pause here and look thoughtful)…What is motivating you to consider enlisting in the Guard?” Wait! They will tell you! If they don’t then ask “Please tell me, if you would,(…Dramatic Pause here…) what most interests you in the military?” Get them to say something!
Yes, your objective is to enlist the qualified prospect into the Guard but I find it much easier and more satisfying for both me and the prospect when they enlist themselves! This plan, AFIRMM, developed, practiced and rehearsed is a great tool for not only building rapport and trust but enables the Recruiter to easily transition into the next phase of the presentation; The Discovery Phase: Probing for needs through Gap Analysis.
Use it. It works—no more awkwardness trying to talk about sports, the weather or other subjects not focused on the enlistment process. I believe that this will help make your job easier because I know it is easier when you know what you are doing and have a plan for doing it!
Now, let’s all move out smartly and make some good things happen.
Bill Malone
