comprehensive sales training for asg
TRANSCRIPT
8/3/2019 Comprehensive Sales Training for ASG
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Sales Training
Corporate Sales Group
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If it doesn¶t matter
who wins or loses,then why do they keep score?-Vince Lombardi
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Day 1 ± Process and Guidelines of ASG
MorningExpectations
AS Compensation
Dress Code
Sales Process & Salesmanship
Online Computation & Inventory
Af ternoonReserved, Committed and Booked Sale SOP
Incentive and Commission Filing
Corporate ProgramEvent SOP, Bank SOP
Roadshow
Mock Sales Call
Schedule
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Day 2 ± Sales Training
Morning
Sales/Selling, Questioning, Listening - 9:00-9:30am
Objection Handling - 9:30-10:00am
Closing - 10:00am-11:00amProfessionalism/Communication - 11:00am-12:00am
Af ternoon
Salesmanship -1:00pm-1:30pm
Corporate Presentation -1:30pm-3:00pm
Mock Sales Presentation -3:00pm-5pm
Schedule
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Table of ContentsQuestioningTypes of questions, benefits, do¶s and don¶ts, building solutions, buying
signals, recognizing opportunities, magnifying needs, features and
benefits
Listening
Active listening, mirroring, empathy, confirming understanding
Objection Handling
Perks and benefits, why people say ³no´, types of objections, objection
handling process
Closing
Prerequisites, types of closing, action tips, mistakes when closing
Prof essionalism/Communication
Areas of improvement, rapport, enthusiasm, communicating and valuing
clients
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What is sales/selling?
Every sale has f ive basic obstacles: No Need, No Money, No Hurry, No
Desire, and No Trust ± Zig Ziglar
SALES is
Is adding value knowledge, understanding
Sales is being a consultant (trusted advisor)
SALES IS NOT
Over charging
Deception
Force people to buy anything,
Sell things we don¶t knowTrick
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What is sales/selling?
WHY SALES IS IMPORTANT?
Why Sales is important to you?
± Job Security, Incentives, Fulfillment
Why Sales is important to the company?
± Profit, Loyalty
Why Sales is important to the client? ± client will be able to know compare, and check his/her needs.
Sales are contingent upon the attitude of the Salesman ±not the attitude of
the prospect. (W. Clement Stone 1902 ± American Businessman, Author)
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What Kind of Questions?
Two main question types are:
Open-ended
Broad on scope
Customer to expand on questions, to open up
Closed-endedNarrow in scope
Yes/no/single answer,
Is used for permission, verification and diagnostic
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Favorite Question
How would you describe your
lifestyle? Laid back or Sporty?
What would you look forward to in
a condo?
Are you concern with the fence
structure or more on the security of
the village?
How long have you been working?
What do you do?
What school do your children go
to?
What is your past time?
Where do you usually go during
weekends
How often do you go on vacations
every year?
Do you prefer domestic or
international travels for your
vacation?
The important thing is not to stop questioning
± Albert Einstein
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Perks & Benef its
What can we learn by asking eff ective questions?
Needs (pain)
Best possible solution
Build connection, becomes their trusted friend
Objection (test of commitment)
Write a sample questions f or each of the above
How much do you spend on rentals every month? Every year?
How much does your money decreases in value every year?
How much are you willing to invest initially for your first property?
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Do¶s and Don¶ts
Do have a plan Do be quiet, let the client respond and listen to the answer
Do sound interested.
Do build questions around the clients response ± this isn¶t an
interrogation
Don¶t stack questions ± Do ask one question at a time
Do master f ollow up questions Don¶t interrupt the client
Don¶t answer your own questions
Don¶t sound like you¶re reading f rom a script
Don¶t ask too many why questions
TIP: Get the client¶s permission before asking questions.Don¶t jump right in and do as needs assessment
ASK: ³So I could help you decide better on what project to choose, I would
like to know if this is for Investment or Personal Use´
³If you don¶t mind me asking, may I know what do you do?´
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Practice, Practice, Practice
Write sample of open and close ended questions
OPEN-ENDED
What do you do?
How long have you been working?
What¶s your position?
Where do your kids go?
CLOSE-ENDED
Do you want a higher floor or lower floor?
Facing east or west?
Sunrise or sunset?
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Building Solutions
Questions can
Help you close sales!
Help you work with clients to design a solution.
Asking questions as you develop a solution keeps client involved in the
process Their involvement increases their enthusiasm and builds in them a feeling
of ownership
Enthused clients who helped build a solution may be less likely to object
when you close the sale ± especially if you know key information like the
client¶s budget, authority, needs and timeframe.
Application: In the following scenario¶s what are the 5 questions (focusing
on the client¶s needs) that you can ask to build this solution and increase
the sale?
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ActivityScenario #1
A young achiever guy owns an old
house, living alone. No hurry of
buying a property.
Scenario #2
A married couple owns a business,
has several properties. No need of
buying a property.
Scenario #3
A couple who has 4 children
inherited a land, would rather buildhouse on the land than buy a
property. No Interest.
Scenario #4
A businessman dealt with a
previous agent who stole their
down payment away, doesn¶t have
any trust to developers anymore.
Foreigner.
Scenario #5
A guy wants to buy a property but
not enough salary. No money.
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UP SELLING/ ADD-ONS
An effective closer will also present additional solutions to enhance the main
solution. This is called ³up-selling´ or suggesting ³add-ons´
What is an example of this?Parking Lot, repeat buyer
THE FEATURE & THE BENEFIT
Role Play (When acting as the client in the role-play, make sure your partner
is able to answer the question, ³So what´)
Let¶s think about this in terms of a specific product ± HORIZONT AL (Houseand Lot)
Let¶s think about this in terms of a specific product ± VERTICAL (House and
Lot)
PROJECT: ______________________
Feature: ___________________________________
Benefits: ____________________________________
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Buying Signals A Buying Signal is a cue from your client that he or she is interested enough
to consider buying. A Buying Signal can be subtle or direct
The biggest signal that your client is ready to buy:
Asking for terms, units, details of the project
Going over things more than once
Payment termsQuestions about timing
Delivery date
Concerns about the price
Variables on his capability
Visualizations or possession language
When the client sees himself living in the unit
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Recognizing Opportunities Most of the time it is not about finding opportunities it is about recognizing
them.
This exercise is designed to get the wheels turning in your mind and to
open your eyes to the opportunities you are presented with every day.
Def ine Need: Resolution
Def ine Pain: Problem/issue
Common Need or Pain: No property yet, renting
Off er Opportunities: Provide easy payment term for our properties
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Magnif ying the NeedIn your role you know your products inside and out. You know how to use
them and why they are valuable. It is important to remember that the client
may not be aware of what your products can do for them. It is your job to
paint that picture.
Practice using this format
I recommend that you purchase a ____________________ in ___________ today because __________________________
________________________________ could/would have cost you more
than _________________________________
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Active Listening
³The average person remembers only about 25 percent of what he or she
hears, and some people remember as little as 10 percent. The problem is
that while hearing is incredibly easy, listening takes a real effort.´
(Amberg Jay. The study skills handbook)
How would you def ine active listening? Way of listening that focuses entirely on what the other person is saying
and confirms understanding of both content and emotions/feelings to
confirm understanding is accurate
What are f ive benef its of active listening?
1. Avoid Misunderstanding2. Get more info ± gets people say more.
3. Builds trust and respect
4. Release emotion and tension
5. Puts clients at ease.
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Guidelines to f ollow
Research has consistently shown that the ability to listen is the most
essential trait necessary for a successful, productive sales encounter.
The bottom line is: You can listen your way into far more sales than you can
talk yourself into...every time.
(³How to listen your way to more sales´ by BILL BROOKS)
MIRRORINGWhat is mirroring? Copying what someone is doing while communication
Rule of Thumb: You cannot mirror a client if you are not listening. Explain.
When meeting people, if you display the same expression as they
have, or mirror their expression, they will generally be much friendlier.
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Show them you care!
What is empathy (from a sales perspective)?
Can I identify with
Acknowledge and understand customers, situation feelings & motives
³M aster salespeople know the importance of empathy and tune in to their
buyers as quickly as possible. Novice salespeople on the other hand, rarely make the effort. This lack of empathy between buyer and seller accounts for
much of the negative experiences many consumers experience.´
- J eff Blackwell (³salesmanship and Empathy´)
How is EMPATHY different from SYMPATHY?
EMPATHY: Feeling the same waySYMPATHY: Feeling sorry, showing a reaction
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Using Empathy as a Tool
Example: A client is expressing dissatisfaction with a service from a previous
Property Specialist. How will showing empathy to this client improve the
situation?
What would you say?
__________________________________________________
__________________________________________________
W hen people are in conflict, they often contradict each other, denying the
other person¶s description of a situation. This tends to make people
defensive, and they will either lash out, or withdraw and say nothing more.
However, if they feel that the other person is really attuned to their
concerns and wants to listen, they are likely to explain in detail what they feel and why. If both parties do this, the chances of being able to develop a
solution to the problem become much greater.
Conf lict research consortium, university of Colorado
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So what you¶re saying is
Here are the 4 steps for confirming understanding:
STEP 1: USE A CONFIRMING ST ATEMENT
If I understand you correctly, your concern is.
Let me confirm what you just said
STEP 2: SUMMARIZE KEY FACTS
You¶re concern about the priceWhat I understand is that you like our competition better
STEP 3: ASK IF YOUR UNDERST ANDING IS CORRECT
Was that correct?
Did I get it right?
Correct me if I¶m wrong
STEP 4: CLARIFY MISUNDERST ANDINGS (IF NECESSARY)My apologies, I stand corrected
(f rom the big book of sales games, by Peggy Carlaw & Vasudha
Kathleen deming, p.98)
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Objection Handling
The Merriam-Webster dictionary defines an ³Objection´, as a reason or
argument presented in opposition or a feeling or expression of disapproval.
During the sales process it is not uncommon to encounter some hesitation
or reluctance from a contact. This person may respond in the negativesense, giving excuses, or otherwise heading away from the sale.The
response to this is to overcome these objections.This is objection handling.
PERKS AND BENEFITS
Why is it important for you to handle objections? No is a request f or more
inf ormationList benefits to successfully overcoming objections: sale (prof it,
incentives), Job security, customer satisf action
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Why people say ³no´
Learn to love objections. By prevailing over all obstacles and
objections, one may unfailingly arrive at their chosen goal or
destination
Although there are countless reasons as to why people object during the
sales process, it can be narrowed down to 8 basic reasons.Lack of perceived benefits/value in the product or service.
Lack of perceived urgency in purchasing the offering.
Perception of an inferiority to a competitive offering.
Internal political issue between parties/departments
Lack of money/funds to purchase the offering
Personal issue with the decision-maker.³it¶s safer to do nothing´ perception
Why is it important to identif y the reason an objection has been made?
So we can overcome it
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Types of ObjectionGenerally speaking there are two different types of objections. Each requires
a slightly different approach when being addressed.
1.Generic
Definition: No Solid reasoning or merit
Examples:
I want to think about it I don¶t think so« (not interested)
I don¶t have the time right now
2. Specif ic
Definition: Specific reason as to why they are not interested
Examples: I have to check with my wife
I¶ll buy from best buy
I don¶t like the house designs
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Objection Handling Process
TRANSIT
ION
CLOSE (RE-CLOSE)
OVERCOME
start
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STEP 1: Transition
What is a Transitional Phrase?
Shows you were listening, understand concern, restate objection
Buy time, gain understanding, show empathy
Why is it important to transition?
Confirm understanding
Give three examples of a transition statement:
I understand your concern, that you don¶t have money right now and will
wait till payday.
I know price is a concern for you, you mention you had a tight budget
earlier.. Is that correct?
Y earn to understand first and to be understood second
± Beca Lewis Allen, American Author
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The Bucket List
Write 5 objections you hear frequently
1. Funds (No Money)
2. Urgency (No hurry)
3. Value (No desire, No Need)
4. Political (No trust)
5. Competitor (No trust)
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Transition Example
Write 5 objections you hear frequently
1. Funds (No Money)
I understand you don¶t have the money right now.
2. Urgency (No hurry)
I know your time is valuable for you.
3. Value (No desire, No Need) I know your concern with the price
I can see that quality is important to you.
4. Political (No trust)
I respect you considering your wife¶s decision
5. Competitor (No trust)
I respect your decision not choosing Avida I recognize your need to consider the price of what you will be
purchasing
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Step 2: Overcome Objection
What does it mean to overcome an objection?
Educate, find a solution, get past the obstacles
Example:
O bjection: ³ Your price is too high!´
Transition: ³ I understand that price is a concern for you´ O vercome: ³K eep in mind, we offer higher quality properties than our
competitors that will last you longer and provide a better investment. Quality
is important to you right?
The best way to overcome an objection is to
ASK QUESTIONS
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Step 2: Overcome Objection
What are some benef its to asking questions in step 2?
Clients overcome objection themselves
Client get more understanding
Help you find solution
Consultative
TIP: Sometimes what we perceive as an objection is really just prospects
thinking out loud. If you wait a moment, prospects might ³overcome´ their
own objection
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Step 3: Close and Re-close
What's the difference between a "Close and a "Re-close"
Close: objection before asking for the sale
Re-close: objection after we ask for sale
Give three examples of a closing statement
Will you prefer cash or check?Let¶s go ahead and start your investment by signing these docs
So you can start enjoying your new home, I¶ll have you sign these RA.
PRACTICE MAKES PERFECTNow that we have learned all of the components to successfully handling an
objection, let's practice it!Objection: ________________________________________
Transition: ________________________________________
Whatever you do, don't do it halfway. (Bob Beamon)
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Closing
Here are three def initions of closing:
"Closing" can be defined as the consummation of a transaction involving a
sale of a product or service, usually by payment of the purchase a price (or
some agreed portion)
Also, the act of transferring ownership of a property from seller to buyer inaccordance with a sales contract.
Lastly, a symphony of words and phrases that emotionally builds,
culminating with a win-win final agreement. -TOM HOPKINS
Anytime is the best time to close a client
Any question is a buying signal.
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Prerequisites of closing
"Success in selling hinges less in your ability to close, and more on your
ability to get clients ready to be closed." -Secrets of Question based
selling
A recognized Need
A viable Solution
Value/Benefit must justify the cost A sense of Urgency
The Authority to buy
"Closing is the easiest thing to do when you've done everything else right;
it's the most difficult thing to do when you've botched the rest of your
presentation." -Tom Hopkins
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Types of Closing
Trial Close ± Temperature Check
Does a self liquidating investment sound good to you?
Would protecting the value of your hard earned money be to your
benefit?
Hard Closing ± direct yes/no
Would you like to buy it today? Are you ready to buy?
Tie Down ± leading question
The investment gives you peace of mind that you¶re money will
appreciate, would you agree?
Conditional Close ± taking the customer¶s word
If I can provide you a spot payment with 5% but with the same cashdiscount, would you take it?
Assumptive/Alternative Close ± Would you like to get the studio or 1
Bedroom, would you like to use my pen to sign the RA or yours?
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Closing
TIP: Any of these can be used at the end of an objection, depending on
what works for your specific conversation.
Another TIP: You can also use any of these when trying to get commitment
from the clients at any time during the call.
PRACTICE, PRACTICE, PRACTICEYour will miss 100% of the shots you never take. - Wayne Gretzky
Now that we know a few types of closing, let's practice writing some
samples:
______________________________________
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Communication Success
7% Words
38% Voice Quality: (tone, inflection, pitch, rate and volume)
55% Facial/Body language
Clients should always be treated with great interest and respect. ATTITUDE
IS EVERYTHING!
How can you make a positive impression?
1.Smile
2.Confidence
3.Listening
4.Friendly5.Courteous
6.Knowledgeable
7.Professional
8.Understanding
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The Ultimate Client Experience
Ayala is a quality brand! You are an ambassador for AYALA LAND INC,
therefore you need to provide quality service.
"S o what should I be doing that I haven't already been doing?
Ask yourself« Are you doing the following on every sales call?
Being professional
Building rapport Actively listening
Showing empathy
Maintaining a positive attitude
Showing enthusiasm
Showing a willingness to help
Effectively handling difficult clients Taking responsibility
Showing clients that they are valued
Think about "What can I do better?"
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Building Rapport
What is rapport? Building a relationship on trust
What are the benefits of establishing rapport with your clients?
Makes client feels comfortable
Builds trust
Increase chance of sale
Remember: You only have few seconds to create a positive image and set aconfident tone. This will increase the client's comfort level (making them feel more
comfortable buying from you)
P eople are more likely to buy from people they like or whom they feel a
connection.
W inning is not a sometime thing: it's an all the time thing. You don't win once
in a while; you don't do the right thing once in a while; you do them right all
the time. W inning is habit. Unfortunately, so is losing" - Vince Lombardi
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Making Connections
Making personal connections is an important part of building rapport.
Remember, this is going to increase your chances of closing the sale in the
end!
HINTS FOR BUILDING RAPPORT:
Hint 1: Start of Confident/ AssertiveHint 2: Use their name throughout the sales call
Hint 3: Smile
Hint 4: Listen
Hint 5: Use empathetic statements-understanding
Hint 6: Avoid long silences
Things to talk about in conversation: sports, hobbies, weather, movies,
career, food, family, product
Things to avoid in conversation: Religion, Politics, Sex,
Personal Issues, Race, Work Issues, Competition
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Enthusiasm is Contagious!
"Enthusiasm releases the drive to carry you over obstacles and adds
significance to all you do" - Norman Vincent Peale
"Success is the ability to go from one failure to another with no loss of
enthusiasm" - Sir Winston Churchill
What can you do to maintain enthusiasm during a sales call?1.Smile
2.Stand up/move around
3.Set aside personal issues when working
4.Think Positive
5.Visualizing Good outcome
Think... "What do I get to do today? Instead of "What do I have to do
today?"
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What makes you diff erent?
WHAT MAKES YOU DIFFERENT?
What do you do for your clients, or give them, that they can't get elsewhere
(with any other competitor)?
Three things that impact how well you communicate with clients: (match the
words with the appropriate definitions)
Attitudes ± the way you think Motives ± why you do things
Values ± inner guidelines
Excellent customer service begins with proper attitude and values. Our
actions are usually the result of our motives and intentions. When we
value customers we'll usually show it.´Hey, I'm the customer: Front Line Tips f or providing superior customer service by Ron Willingham
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Just value me« please
"When you value people, your sincerity causes them to feel good about you
and trust you" - Ron Willingham
Here are three values that you can think of to increase your success with
clients and make them feel valued
1. Think, " You are the client, you pay my salary!2. Think, "There's something about you that I like!"
3. Think, " You make my job possible!"
Activity
How do you want people to feel after having contact with you?
What do you want them to say about you? How do you want them to describe their experience with you?
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Diff icult clients are still valued
clientsWhat about "difficult" clients? They may be upset, frustrated, or even angry.
Sometimes they direct their anger at you!
How do you respond to them?
_________________________
What can you do to help diffuse their anger? (TIPS)
1. Listen actively2. Ask questions
3. Empathize/Sympathize
4. Don¶t take it personally
5. Don¶t blame
6. Give accurate information (knowledgeable)
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ACTION TIPS
"When I am convinced that my proposition is to a man's advantage and will
make money, and then fail to urge him to take it, I feel that I am not giving
him a square deal. And that's the reason I am persistent." - James Knox,
1922
A study at Notre Dame found that 46% of salespeople asked for the order once and then quit. 24% asked twice. 14% asked three times. 12% asked
four times. However, 60% of all sales are made after the 5th closing attempt.
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Action Tips
The most important attitude is that of expectancy
To improve your persistence, begin by believing in your service/product
your company and ourselves.
How many closes have you used on a sales call?
Never underestimate the power of a sincere service attitude.
Zig Ziglar has said, "Selling is transf erence of good f eeling." He also
said, "In order to be convincing, you must f irst be convinced."
Closing isn't something you to someone.... It's a mutual experience you
have with them!
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Top Ten Mistakes
1. Not asking for the close.
2. Giving away too much too soon.
3. You talk too much
4. You're just not in the mood.
5. Not treating each sale like a New Opportunity.
6. Rushing the close!7. Emphasizing the logical aspects rather than the emotional.
8. You have too many distractions
9. Losing control of the call
10.Don't prejudge a client's ability to buy.