nadja muster information, unless a direct interest in obtaining it is expressed by her customer. she...

Nadja Muster

09 January 2015

Effective Selling Chapter

Nadja Muster

© The Insights Group Ltd, 1992-2015. All rights reserved.

Personal Details

Nadja [email protected]

Wenckebachstr. 17BerlinBerlinGermany12099

Telephone: 015124204213

Date Completed: 09 January 2015

Date Printed: 07 May 2015

Nadja Muster

© The Insights Group Ltd, 1992-2015. All rights reserved. Insights Discovery and Insights Learning Systems were originated by Andi and Andy Lothian. Insights, Insights Discovery and the Insights Wheel are registered trademarks of The Insights Group Ltd.

ContentsIntroduction............................................................................................................... 4

Effective Selling Chapter .......................................................................................... 5

Selling Style Overview.............................................................................................. 6

Before The Sale Begins ........................................................................................... 7

Identifying Needs...................................................................................................... 8

Proposing ................................................................................................................. 9

Handling Buying Resistance .................................................................................. 10

Gaining Commitment.............................................................................................. 11

Follow-up and Follow Through ............................................................................... 12

Sales Preference Indicators ................................................................................... 13

Nadja Muster


IntroductionThis Insights Discovery profile is based on Nadja Muster’s responses to the Insights PreferenceEvaluator which was completed on 09 January 2015.

The origins of personality theory can be traced back to the fifth century BC, when Hippocratesidentified four distinct energies exhibited by different people. The Insights System is built aroundthe model of personality first identified by the Swiss psychologist Carl Gustav Jung. This modelwas published in his 1921 work “Psychological Types” and developed in subsequent writings.Jung’s work on personality and preferences has since been adopted as the seminal work inunderstanding personality and has been the subject of study for thousands of researchers to thepresent day.

Using Jung's typology, this Insights Discovery profile offers a framework for self-understandingand development. Research suggests that a good understanding of self, both strengths andweaknesses, enables individuals to develop effective strategies for interaction and can help themto better respond to the demands of their environment.

Generated from several hundred thousand permutations of statements, this profile is unique. Itreports statements which your Evaluator responses indicate may apply to you. Modify or deleteany statement which does not apply, but only after checking with colleagues or friends to identifywhether the statement may be a “blind spot” for you.

Use this profile pro-actively. That is, identify the key areas in which you can develop and takeaction. Share the important aspects with friends and colleagues. Ask for feedback from them onareas which seem particularly relevant for you and develop an action plan for growth personallyand interpersonally.

Nadja Muster


Effective Selling ChapterEffective selling has three main requirements:

First, the salesperson must understand him or herself, and how to build on strengths and developany areas of weakness, aware of how different customers perceive him or her.

Secondly, the salesperson must understand others - particularly customers - who are different.Customers will often have opposing needs, expectations, desires and motivations than those ofthe salesperson. These distinctions need to be appreciated and respected.

Thirdly, the salesperson must learn to adapt his or her behaviour to relate to, connect effectivelywith, and influence, the customer.

This chapter is designed to support the development of each of these requirements at eachstage of the sales process.

The model below illustrates the conceptual overview of each of these different stages and thecorresponding sections explored in this chapter.

Use the Effective Selling Chapter to develop strategies for improved customer relationships,greater self-understanding and more & greater sales.

Nadja Muster


Selling Style OverviewThese statements provide a broad understanding of Nadja's selling style. Use this section to gaina better understanding of her approaches to her customer relationships.

Selling Style Overview

Nadja is outstanding at implementing effective sales support procedures and may feelimpatience with those who don't carry out designated tasks. She may sometimes appear towithhold information, unless a direct interest in obtaining it is expressed by her customer. Shedislikes having her views challenged, where the challenge is without substance or appearsillogical to her.

She gains immense enjoyment and functions best when she is interacting with other people. Sheshould attempt to deliver her ideas to customers in a way that is more energetic, as well aspractical and realistic. She may experience occasional internal turmoil around conflictingcustomer values, but her customer will be unaware this is so. She is excellent at maintainingobjectivity when considering the customer's viewpoint. Possessing a quiet strength and a caring,concerned approach to life, Nadja's sincere manner encourages customers to confide in her.

Some customers may find Nadja rather unsympathetic towards their unrealistic expectations ifthey are seeking creative and innovative solutions in a short time scale. Nadja uses her deeperawareness of the needs of others throughout the sales process. Much of her true style may behidden from potential customers, as Nadja is unlikely to express her real feelings until she knowssomeone really well. She does not respond particularly well to demanding sales targets, as herfocus is on long term success rather than the attainment of shorter term goals. Hercompassionate approach to life means that customers tend to trust her implicitly.

Personal Notes

Nadja Muster


Before The Sale BeginsThe sale begins long before the formal sales process starts and continues long after it ends.Here are some of the key ideas that Nadja needs to be aware of in the initial stages whenplanning and approaching the customer.

Nadja's key strengths before the sale begins:

● Thoroughly investigates both customer and competition.

● Researches thoroughly to avoid potential pitfalls.

● Approaches lead generation in a systematic and practicalway.

● Usually dresses in a conventional and business-like way.

● Maintains a comprehensive and current knowledge ofproducts and services.

● Is systematic in her approach to prospecting.

Before the sale begins Nadja could:

● Reduce her dependence on structure and formal processes.

● Avoid taking things too seriously.

● Smile while on the telephone!

● Remember that "cold-calling" can be handled in a variety ofways.

● Explore creative ways to generate leads.

● Visualise positive outcomes at every opportunity.

Personal Notes

Nadja Muster


Identifying NeedsIn identifying needs, the goal is to find out what the customer's real problems are. Here is anoverview and some advice relating to how Nadja may identify customer needs.

Nadja's key strengths in identifying sales needs:

● Checks understanding to ensure the customer's desires havebeen correctly identified.

● Recognises the importance of following a specific process toelicit customer needs.

● Seeks honest, accurate answers.

● Usually clarifies customer questions before responding.

● Can rely on tried and tested questioning techniques that aidher understanding of customer needs.

● Employs good structure while note-taking.

When identifying needs Nadja could:

● Occasionally break with established procedures.

● Call on the team to support when in new or unfamiliarterritory.

● Learn to become more expressive and spontaneous with thecustomer.

● Smile more.

● Compose "big picture" questions to encourage the customerto talk more subjectively.

● Remember that outcomes can be more important than theprocess.

Personal Notes

Nadja Muster


ProposingHaving identified the customer's needs, the proposing phase should close the gap between theirneeds and the current situation. Here are some of the keys for Nadja to develop a powerful andeffective proposing style.

Nadja's key strengths in proposing:

● Presents recommendations thoroughly.

● Follows a logical path that includes all relevant information.

● Presents ideas that are well considered and designed.

● Accurately reflects her customer's wants and needs.

● Uses tried and tested proposal techniques.

● Makes highly comprehensive proposals.

When proposing Nadja could:

● Consider exactly what the customer is interested and adaptaccordingly, leaving the unimportant details alone.

● Allow for some of the detail to be determined later.

● Practise being spontaneous!

● Dress "brightly" or "sensibly" as the occasion requires.

● Show the enthusiasm to heighten the buyer's attention andsustain interest throughout.

● Proceed, occasionally in a more adventurous manner.

Personal Notes

Nadja Muster


Handling Buying ResistanceIf the customer relationship has been built effectively, buying resistance should be low. However,this section suggests strategies for Nadja to deal effectively with buying resistance.

Nadja's key strengths in dealing with buying resistance:

● Applies well-constructed probing questions.

● Her calm and unhurried manner encourages trust.

● Identifies genuine objections through careful listening.

● Clarifies doubts by open questioning.

● Reduces objections by adopting a thorough approach earlyin the process.

● Overcomes most objections through her quiet determination.

When dealing with buying resistance Nadja could:

● Consider that her enthusiasm for the product may not beobvious to the customer.

● Avoid becoming overly serious.

● Surprise herself sometimes - and carry the customer withher!

● Be open-minded to a range of possible solutions.

● Be ready to counter the most common objections.

● Remember that not all objections require a practical solution.

Personal Notes

Nadja Muster


Gaining CommitmentThe close should be the natural progression of the sale, not the conflict at the end! When yourcustomer trusts you, is clear about what they are buying and needs what you have to sell, youare ready to propose commitment. Here are the strengths and suggestions for development inNadja's closing style.

Nadja's key strengths in gaining commitment to the sale:

● Constrains her emotions in moving towards the close.

● Always finishes the job.

● Exercises subtle pressures on her customers to buy.

● Can review the benefits clearly and concisely.

● Minimises risk in order to increase opportunities to close.

● Takes full responsibility if the business is lost.

When gaining commitment Nadja could:

● Try to match the customer's pace and tone more closely.

● Be aware of her tendency to "split hairs" from time to time.

● Ask for the order more frequently.

● Remember that "one person's meat is another's poison".

● Say: "Why don't we just do it now?" if appropriate.

● Continually try new closing ideas.

Personal Notes

Nadja Muster


Follow-up and Follow ThroughIt is your job, having built a relationship with your customer, to continue that relationship and tobe of service to your customer beyond the initial sale. Here are some ideas which Nadja can useto support, inform and follow-up with the customer.

Nadja's key strengths in sales follow-up and follow through:

● Quietly and effectively addresses customer concerns.

● Encourages critical feedback to aid her personaldevelopment.

● Can apply systematic and straightforward processes.

● Appreciates that a quality service is a high priority.

● Adheres to tried and tested systems and procedures.

● Self-disciplined and aware of technical considerations.

When following-up and following through Nadja could:

● Remember that some things that have been done perfectlyneed not have been done at all.

● Rely less on repeat or referred business.

● Bring new ideas and products to customers as often andquickly as possible.

● Accept that not everything needs to be perfect.

● Avoid feeling comfortable in the supporting role.

● Involve the whole team in resolving problems.

Personal Notes

Nadja Muster


Sales Preference Indicators

Before The Sale Begins

Researching6.4

Building Trust4.5

Clear Objectives4.0

Getting Appointments1.3

Identifying Needs

Listening8.3

Questioning9.4

Encouraging4.9

Creating Opportunities2.5

Proposing

Focused & Relevant4.3

Enthusiastic Presentation1.8

Shows Understanding of Needs4.5

Organisation & Accuracy8.9

Handling Buying Resistance

Direct Handling of Objections3.3

Persuasion3.2

Clarifying Details4.7

Meeting Concerns6.4

Gaining Commitment

Closing1.8

Flexibility4.2

Minimising Risks8.4

Meeting Clients' Needs7.9

Follow-up and Follow Through

Maintains Contact7.5

Account Planning4.3

Relationship Maintenance4.6

Developing the Account3.0

GLOBAL HEADQUARTERSInsights Learning & DevelopmentTerra Nova, 3 Explorer Road, Dundee, DD2 1EG, Scotland, UK.TEL: +44(0)1382 908050 FAX: +44(0)1382 908051EMAIL: [email protected] WEB: www.insights.com

nadja muster information, unless a direct interest in obtaining it is expressed by her customer. she...

Documents