effective selling skills one day revision draft[1]
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Effective Selling
Skills
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Programme Aims
To Understand the concept of selling and who the salesperson is.
To understand the characterisitics of the effective sellsperson.
Understanding the importance of effective customer
serviceAbility to identify the customer needs and preferences
Identify criteria for making on target recommendation.
Knowing how to effectively manage the selling process
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What are we going to cover?
Definition of selling.
Characteristics of an effective sales person
Communication skills for effective selling
The Retail Selling ModelHow to Make On- Target recommendation to clients
How to Handle Customer Resistance
Techniques used in Closing a sales pitch
Value Added SellingThe power of Follow-up
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What is Selling?
Module one
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What is Selling?
Definition of a sale:
Giving money in return for a commodity
Selling is finding out what the client wants and
helping them to get itSelling is the ability to congruently influencesomeone
Sales Person:
Person employed to do this
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The Effective Sales PersonThe Effective Sales Person
Professional
Friendly
Well presented
People skills
Communication skills
Presentation skills
Knows market
Excellent product knowledge
Follow up
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The Retail Selling ModelThe Retail Selling Model
Greet the customer
Establish Rapport and Trust
Listen
Probe
Recommend
Overcome sales objections
Close saleSell up
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Customer Service
Module Two
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How do you Greet the customer ?How do you Greet the customer ?
Put a smile on your face Friendly
Use Sir/ Madam as may be
appropriateAsk for customers name People skills
Avoid religious or tribal greetings
except if the customer relates to you
that way.
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Customer Service Tips
Always acknowledge waiting customers
Be polite , Smile
Listen to the customers
Jot down important points e.g Nokia Budget=N=20,000.00 Dont argue with the customer
Dont hide behind company polices when youcannot solve a customers problems.
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What is Communication?
Module Three
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What is Communication?
Communication is the act of passing across a
message from one person to the other.
Communication can be broadly categorized intotwo groups
Verbal Communication
Non Verbal Communication
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Communication Skills Contd
Verbal SkillsVerbal Skills
Speaking Questioning
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Communication Skills Contd
Non- VerbalNon- Verbal
Listening
Body Language
Interpreting
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Verbal Communication
Module Four
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The 5 Rules of Verbal
Communication
Ensure good vocal delivery
Use descriptive language
Use Short Sentences
Avoid Jargons
Avoid tag lines such as I guess, I hope, sort
of etc
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Ingredients for good Vocal deliveryIngredients for good Vocal delivery
Pitch
Volume
RatePunch
Pause
Diction
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How to identify Customers NeedsHow to identify Customers Needs
A need could be defined as :
A set of wants
A state of deprivation or lack
In order to ensure customer satisfaction, it is
imperative that we understand what needs they have .
A customers needs can be discovered by simply
asking QUESTIONS!
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Use of Questions
Questioning Skills are import in the retail environment
for the following reason:
Why do we ask questions?
It helps us get information from the customer
Helps to know if the customer is following the
train of thoughts / ideas being presentedHelps to establish the need of the customer
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Customers Needs ContdCustomers Needs Contd
The types of questioning techniques would include:
Open ended questions
Close ended questionsReflective questions- seek to evoke thethought on the part of the customer.
Leading question- seeks to guild the customer
in a particular directionNB Confirm by Restating or repeating
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Non VerbalCommunication
Module Five
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Listening
Listening to customers when they talk shows the
following:
Commitment
Care
Interest
RespectHelps build rapport
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Types Of ListeningTypes Of Listening
Types of listeningTypes of listening
Passive Listening
Intermediate Passive
listening
Active Listening
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Passive Listening
Characteristics of Passive listening includes
Lack of attention
Inability to process both verbal and non-verbalmessages
This type of listening is usually characterized by
this phrase
OOPS I Didnt catch What you Just Said!
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Intermediate Passive Listening
This type of listening is characterized by the
following:
Listeners inability to process what is heard intousual information.
Fading in and out of a conversation
Getting fixed on an idea
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ActiveActive Listening
This is the ideal state of listening skill that should be
attained. This is usual characterized by the following:
Conscious awareness of the conversation
The ability to internalize information
Creating conceptual ideas in the mind which
would aid understanding
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Ways To Improve YourWays To Improve Your
Active Listening Skill levelActive Listening Skill level
Block out all conflicting thoughts
Stop talking both verbally and in in your head
Jot down points, without jotting down, usually80% of the information given may be lost!
Avoid bias/ prejudgment
Concentrate on the conversation/ focusMake a conscious effort to listen!
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Body Language
Apart from communicating verbally, our non-verbal
message( body language) is also a very important part
of the communication process.
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Body Language ContdBody Language Contd
In body language the most import parts to
observe includes:
Eyes an Brow
Facial Gestures
Torso and arm Behavior
Leg Activity
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Eye And Brow MovementEye And Brow Movement
Positive Behavior
Direct Eye Contact
Smiling Eyes
Relaxed Brow
Negative Behavior
Limited or no eye contact
Tension in brow
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Facial GesturesFacial Gestures
The most important facial gesture we need to take not
of is the mouth
Positive Behavior
Upward turn in the corner of the
Downward turn , tightly held lips
Negative Behavior
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Arm and Torso MovementArm and Torso MovementThe third important in understanding body language is
reading arm and torso movement.
Positive Behavior
Leaning forward
Still- interested in what you are saying thananything else
Mirroring you
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Negative Behavior
Rigid body postureCrossed arms
Tapping fingers
Fidgeting with hands or objects
Arm and Torso MovementArm and Torso Movement
ContdContd
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Leg Activity
Positive Leg Activity
Negative Behavior
Mirroring
Fidgety leg movement
Legs crossed pointing away from you
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Making on Target
Recommenda
tionsModule Six
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How to make on target
recommendationAfter identifying the customers needs , it is also
necessary to recommend the right products or
service to the customer.
Tools to making the right Recommendation.
Identify the customers need
Know your customer( budget etc)
Listen/ ask questions
Know your Products and services
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Role of Product Knowledge In
SellingIdentify and know the features/ functions ofeach product
Know the price for as many products aspossible
Know how to demonstrate the features of thephones etc you have on sale.
Identify what benefits the subscriber stands togain by buying particular products
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Handling Objections
Module Eight
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Handling Customer Resistance.Handling Customer Resistance.
A simple rule for overcoming objections to making a sale
is the LPRC approach
L- Listen
P- Probe
R- Restate benefits
C- confirm if objections has been overcome
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How to Close A Sale
Module Nine
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Closing A Sale
A close is a statement or statements that leads to a
customer saying yes or no to a commitment.
Types of Closing Techniques
Assumption close - May I take your order close
Invitation close Why dont you give it a try
IInducement close- discount, promo, value added
close
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Closing Sales ContdSSummary close- restate benefits and highlights of
customers agreements.
Indirect close e.g Would you like to take it with the
carrying case?
Alternative Choice Close closing by asking which ofthe items they would like to purchase. E.g would you like
to buy the red or blue
Reverse close- asking why the customer would not buy
from you.
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Selling up
Module Ten
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Selling up
Selling up implies
what else can I add to the customers shopping
chart.
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Work PreparationModule Eleven
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Work Preparation for the Sales
person
Drop all emotional and psychological baggage!
Ensure that you look prim and proper( your nice
appearance also raises your self esteem !Make sure sales environment is clean
Get stationary within reach
Log on to all relevant systems
Sell, sell ,sell !!!!!!!!!!!
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