sales tactics

7/30/2019 Sales Tactics

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Learn the importance of

initiate selling andmoney

What is your attitude of initiating selling and money?



What do customers have to go through before reaching our outlets?

Dress-up Drive to TMpoint Parking

After all that they have to go through, they still enter the outlet

Why are we not utilizing customer’s visit fully?

Why are we not responding to them, start selling to them?

Finding the

outlet



How can we get morefrom these

customers?



Where are the opportunities to initiate selling?

While waiting

At application counter

At payment

counter



Why we initiate selling at payment counter?

Yes

71%

Would you consider subscribing to any of our services if our staff promotes them whilst you are

doing payment?

No

29%

Majority are willing to

consider subscribing!



Walk-in for payment

1641 customers

See how much we can get if we initiate selling

at payment counter?

Initiate selling

678 customers (41%)

41 NI (3%)

4 upgrade

Payment



Walk-in for application

231 customers

Initiate selling

136 customers (59%)

81 NI (35%)

3 upgrade

Non-

payment

See how much we can get if we initiate selling

at non-payment counter?



Selling to more than one segment’s product is

also possible

1 customer

More than 1 product,

cross to other segments



Before we sell, let us

first understand thecustomers



What customer wants?

Physical or Outlook

Satisfaction

Good Relationship

Time

Career

Financial Status

Contribution



Physical / outlook

Enthusiastic, helpful, smiling

people

People judge others and the store within 11 seconds

Well-laid store layout



Satisfied customers, if published, will encourage others to

know more about your outlet

• Share satisfied customers’photos in the outlet

• Share satisfied customer’s

feedback in your twitter orfacebook

• Make customer satisfied

Make customers satisfied



Customers want good relationship and to be

connected with othersConnect with your customers

Open the conversation with a big smile

Start with “how can I help you today”

Reuse the words of your customer to

instantly create great rapport



Customers wants good relationship and to be

connected with othersShare how broadband can help to connect them with others

Today, how many

people that we are

connected with?

How many are we

seeing and

conversing?

With broadband, you can :

Connect to your friends everyday, free

Share your hobbies and latest

developments

d h b f



Customers today want things to be fasterPeople will beat us if we are slow – be fast to grab

opportunities

Broadband provides us the opportunity to save time! Get it at the click of a button!

Online ticket booking Online check in

Online shoppingVideo conference

• No more queuing

hassle!• Be there only at

movie time

• More time to do

window shopping

• Avoid late check in

•No need to rush tothe airport

• No queuing hassle

• Shorten travel time

• Can do many

meetings one after

another

• More productive

• More choices at the

click of a button

• No need to travel

to different places

to compare and

shop

• Faster time to shop



Career and financial are important to customersIf you stop learning, you stop growing. If you stop growing, you are dead

Many people use online to uplift their career

How can broadband help improve customer’s career?We must educate the

customers that if they do

not connect to internet,

they are losing out in their

career

Internet opens the door to

the world’s largest library,

and professional networks

Online tutoring

Online survey

Online learning

Linkedin



Career and financial are important to customers

Many customers are interested to improve and grow their business

Without online, it is difficult to do business

Without broadband, we are out of space

Business blogs

Online shops

Facebook



Contribution is about helping others

So when people come it at TMpoint or TAD, what is our role?

We are problem solver, we connect customers to

the world !

I want to help you?Not my problem

or



Contribution

Every moment count – we will not live too long in this world

How many people have we served?

It is not about selling, but about serving others.

• Saving their cost of living with online

• Closing up the relationship

• Changing their living standard through onlinelearning



Learn how do we sell to

residential customers



What are our residential products?

H d ll t t ?



How do we sell to customers?

1

Connections

2

Interview

3

Agreementon needs

4

Promote the

solution

5

Overcome

objections

7

Close the

deal

C id th i d f th t ll h



Consider the mind of the customer as well when

building rapport

Mind of TMpoint sales

professional• No rapport, no right

to sell

Mind of the customers

• Make me feel important• Stop bragging about your

product or company

• Not yet!



Start with

Hi xxx, thanks for coming here

How can I help you today?

Use their name

Have eye contactSay it with confidence

SMILE



Be charming

Promote good feelings to the customer

I like your

“your thinking”

“your smile”

“your ideas”

“your energy”

“your document”

Say it with confidence

SMILE





1

Connections

2

Interview

3

Agreementon needs

4

Promote the

solution

5

Overcome

objections

6

Close the

deal

Th i d f th t



I want to talk

I want to tell you my needs

I buy for my own reason, notyours

So ask me

Appeal to my buying buttons

If she can summarize, she is a

PRO

I need to get my

customer to talk

When she is talking,

she is buying

The mind of the sales

professional

The mind of the customer



The interview script

In order for me to share with you the bestpackage that suits you, please allow me to ask

you a few questions. Is that all right with you?

• Do you have any children?

• What is most important to you?

• What are you looking for?

• What do you want most in your

communication service?

• What you don’t want in your communicationservice?

Example of needs



Example of needs

Fast speed

Entertainment

Family connection

More time to do things

Career growth



Be committed to understand current needs

of customer

Today, how does your customer feel about

TM?Does he have enough speed, bandwidth

application, stop pushing products

Interview customer





1

Connections

2

Interview

3

Agreementon needs

4

Promote the

solution

5

Overcome

objections

6

Close the

deal




Did you really understand all of

my needs?

Hmmm, if she can summarize,

then she is listening to me. She

is a pro. She can help me

• If I can summarize, it

shows that I careabout her needs

• If I do this right, 75%

of the sale is done


professional


Ensure that you and the

customers are thinkingalike



As I understand it, you are interested in

________, __________ and __________

Is that correct?

The script



Connection Interview Agreement

on need

Then onlypromote the

solution to fill the

needs

1 2 3

4





1

Connections

2

Interview

3

Agreementon needs

4

Promote the

solution

5

Overcome

objections

6

Close the

deal



What can we say to them?



What can we say to them?

What can we share with them?



What can we share with them?

What else can we say to them?



y

Business blogs Online shops Facebook

Helping you grow your business

Online booking / check in

Save your time

VC

Connect and build relationship




y




y

Compare, compare, compare




Apalah sangat jika nak dibandingkan 21 sen sejam

dengan …..

Peluang untuk akses perpustakaan

terbesar didunia untuk

memantapkan career anda

Peluang untuk menyentuh jiwa

girlfriend anda dengan free

Peluang untuk memberikan anak

anda pelajaran dan masa depanyang lebih cerah melalui online

learning

Peluang untuk mendapatkan pekerjaan yang

lebih baik, melalui linked in

Peluang untuk mendapat

untung dalam business dengan

facebook, online shopping, blog

Dapat tengok anak depan

mata, sebab anak tak perlu

pergi cyber café untuk akses

internet buat kerja sekolah.

Mana lebih baik, satu rumah

dapat di WiFikan dan anak2depan mata, atau jimat 21

sen sejam?




p , p , p

Show them what they arelosing by not subscribing.

Relate to their needs

Now, you repeat and

share the comparison

Use the pitch card or brochure



Let customers hold the card / brochure

Position body side by side

with customer

You hold the pen and show from para topara



Be convincing to your

customers

They want to be appreciated

and feel important

Be prepared and laugh gently

with your interesting

customers

Positive energy




1

Connections

2

Interview

3

Agreementon needs

4

Promote the

solution

5

Overcome

objections

7

Close the

deal



Customers love to say no andsee what you do

Think of the right strategy to overcomeobjection while maintaining the relationship in

the selling process

To be No. 1 in sales, must be No. 1 in building relationship

No rapport, no right to sell

5 hidden weapon to overcome objection



G

I

F

T

S

Greed

Wanting something for free

Indifference

“I’ll think about it”

Fear of loss

Fear of losing the chance to get it

The James Theory

People love to follow the crowd, afraid to be left behind

Sense of urgency

Creation of sense of urgency

GIFTS in action



G

I

Greed

Wanting something for free

Indifference

“I’ll think about it”

Free calls seluruh keturunan,

semua boleh access internet

dalam RM 0.33 per hour

Senyum. Then say “ Terpulang pada

abang. Abang fikir dululah. At the end

of the day, sebab saya tak rugi apa-

apa. Abang yang rugi sebab miss the

chance untuk connect to the world. Biar

saya terangkan sekali lagi apa yang

abang rugi (and share semula reason tobuy).” Tapi kalau saya jadi abang, saya

mesti ambil sekarang sebab ….

GIFTS in action



F T

S

Fear of loss

Fear of losing the chance to

get it

The James Theory

People love to follow the

crowd, afraid to be left

behind

Sense of urgency

Creation of sense of urgency

Kitorang tengah upgrade, and

tinggal 4 orang aje yang boleh

dapat. Or tinggal 20 port aje

lagi. Or hari ini sahaja saya

ada, kalau tak abang kena

datang lagi, parking, bazir

masa, hanya untuk sign up

Ramai orang yang dah

upgrade, abang aje

yang masih belum

subscribe

We never know what will

happen tomorrow, you may

lose the chance to get your kids

connected




1

Connections

2

Interview

3

Agreementon needs

4

Promote the

solution

5

Overcome

objections

6

Close the

deal

The mind of the salesThe mind of the customer




professional

I dare to take the risk to

properly seal the deal by

helping the customer makea passionate decision

The customer can quickly

enjoy the benefits of the

services that I have

professionally presented

I am very excited to get my

customers to own my

products and service now!

I feel good closing the deal

I feel great and happy to experience

the wonderful possibilities in mylife coming from this service that

she is offering me



Show the customer that other

people is interested in the

product

Let the customer know that they are not the early

adopter but running the danger of being in the late

majority

The last few to have it before it gets outdated or

sold out

• Abang, Cuma tinggal beberapa port aja kat sini.

• Ramai yang dah pasang kat kawasan ini.

• Bila abang nak saya hantarkan orang untuk

pasang di rumah abang?

Let’s see how it is done?



Hi, thanks for coming here

How can I help you today?

I’m just interested to

look around Sure, would be glad to assist you. By

the way, can I know how may I

address you?

You can call me

AnnaYou have a nice name, Anna.

By the way, in order for me to share

with you the best package that suits

you, please allow me to ask you a few

questions. Is that all right with you?Yeah, sure

So, Anna, what are your

interests?

I would say I love

travelling, shopping and

connecting with my

friends

Shopping is nice It pro ides



I don’t know, maybe

that’s just about it Sure, no problem. If I may, let me

summarize, you are interesting in

shopping, travelling and connecting

with your friends?

Yeah, that’s it

I have just the right package for you. It

is called UniFi. It helps to serve your

needs to connect with your friends.

With unlimited speed, you can

connect with your friends at twitter,

facebook and skype. You can also

compare online deals at many online

shops. How would that fancy you?

That sounds

interesting

Shopping is nice. It provides

that retail therapy. What else

would you love to do?

Not only that you also get free



Okay, but that does

not excite me much Well, I understand. What’s great about

this package is that it helps you get

connected with your friends and allow

you to shop till you drop!

You also get free equipment worth RM

1,000! Quite a deal huh?

Yeah, I think so.

But maybe betterif I go back and

think first

Okay, I’ll take it

Not only that, you also get free

calls nationwide to all calls to fixed

line

I understand. It’s up to you Anna, you may

think first. But if I were you Anna, I would

not want to miss it for the world. Imagine,

with just 21 cent per hour, you get the

chance to chat with your friends,shopping and explore the places that you

wish to go, just in a click. And you can

check in online, book hotels at your own

comfort. And, there’s only three ports left

in this area. You may miss the chance to

get connected if you think first



I think I’ll stick to the

fast speed first

Sure. When would you want me to send

this fabulous service to your house?

Let’s make it

Thursday

Would you want the fast speed or

fastest speed. The difference is

only 38 cent per hour. Or an

additional RM 100 per month

Okay. By the way, here is your form. I have

filled in your details, you just need to sign

here and here.

Only explain the T & C after customer

have signed in



Role Play - At the end of session, we

would be able to see:

1. How you can convert the visitors into a

buyer?

2. Or for visitors who had intention to buy

products from you, how you manage to

up sell/cross sell based on the needs

analysis?

Now you try it



Now you try to

do it end to end

From connection

to closing

sales tactics

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