ss&p introduction class 1
TRANSCRIPT
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INTRODUCTION
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Sales SecretsSales Secrets 2 Magic Words for Sales Success2 Magic Words for Sales Success
Stop.. SellingStop.. Selling
The reason why Everyone wants to buyThe reason why Everyone wants to buy
Because they only care about what interests them.Because they only care about what interests them.
People hate to be sold but love to buyPeople hate to be sold but love to buy
Two things a customer ever buyTwo things a customer ever buySolutions to problem &Solutions to problem &
Good feelingsGood feelings
How to Turn Every person into a Life long customer.How to Turn Every person into a Life long customer.
Active ListeningActive Listening
Your customers are desperate to be heard &
acknowledged!
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Selling is taking an idea, planting the idea
in your customers minds and making them
feel they thought of it..but do it ethically.
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The Sales Process
The selling processhas 10 important
steps.
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Customer Centric Selling
Understanding the type of customer
Creating a want in the customer
Suggesting product according to his needs and pushing
the right product
Highlighting on the unique selling points of the product
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How Salespeople Spend anHow Salespeople Spend an
Average 46Average 46--Hour Work WeekHour Work Week
FIGURE 2.1
Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall 2-6
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The trial close is an opinion-asking question: What is most important to you about our product or
service?
While the close is a decision-asking question:
Without the risk of a final no, a trial close is like a report
card that tells you how prospects are accepting your solution
to their problems.
The trial close can be used any time duringthe selling process to test the waters.
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So the date you would be looking at starting our training would be
September 6th?
How do you feel about this product? Does it make sense to you?
What do you think of (insert your benefit here)?
How does that sound so far?
Did I miss anything?
What do you see as a next step?
Is now a good time to send you the paperwork?
When should we send out our technician?
Do you like it?
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Buying signals are the prospects way of showing
interest in your product or service. Buying signals can be achange in his or her questions, actions, expressions or
comments, such as when the prospect:
changes attitude, warms up
leans forward
changes tone of voice, up or down changes expression, eyes light up, or
asks questions about the product.
When you spot one of these buying signals, you need
to be aware that the prospect is signaling a degree ofinterest. This is your clue to trial close.
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Personal Skills
P=Presentation with Confidence
E= Empathy in meeting and greeting
strangersR= Resilience in handling rejection
S= Sincerity
O= Open Questions
N= Normally overcoming objections
A= Answering questions honestly
L= Looking for buying signals
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Cont
S = selection of the product & service
K = Knowledge of products
I = IntegrityL = Listening skills
L = Leading to close
S = Selling up and selling on
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Steps Before the Sales
Presentation
General rule:
20% presentation
40% preparation
40% follow-up
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The Sales Funnel
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Chapter 10UNDERSTANDING SELLING
* Exercise: Put yourself in your customer shoes!
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Customer Types: Defensive
Characteristics
Doesnt trust any salesperson.
Resists communication as they
a have a dislike of others.
Generally uncooperative and
will explode at slightest
provocation.
Recommendations
Avoid mistaking their silence for
openness to your ideas. Stick
to basic facts. Tactfully inject
products advantages and
disadvantages.
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Customer Types: Interrupter
Recommendations
Dont waste time, move quickly
and firmly from one sales point
to another. Avoid overtalking
since they know what they
want.
Characteristics
Intense, impatient personality.
Often interrupt salespersons and
have a strained expression.
Often driven and successful
people who want results fast.
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Customer Types: Decisive
Recommendations
Confident in their ability to make
decisions and stay with them. Open
to new ideas but wants
brevity(being brief in duration)
Highly motivated by self-pride.
No canned presentations. The
key is to assist. Dont argue or
point out errors in their
judgement.
Characteristics
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Customer Types: Indecisive
Recommendations
Avoid becoming frustrated
yourself. Determine as early aspossible the need and
concentrate on that. Avoid
presenting customer with too
many alternatives. Start with
making decisions on minor
points.
Characteristics
They worry about making thewrong decision. They tend to
postpone all decisions. Want
salesperson to make decision
for them.
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Customer Types: Sociable
Recommendations
You have to wait out these
customers. Listen for points in
conversation where you can
inject products merits. In place
of pressure close, friendly close
needed.
Friendly, talkative types who are
enjoyable to deal with. Many have
excess time on their hands (e.g.
retirees). They usually resist the
close.
Characteristics
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Customer Types: Impulsive
Characteristics
Quick to make decisions.
Impatient, just as likely to
walk out as they were to
walk in.
Recommendations
Close as rapidly as
possible. Avoid any useless
interaction. Avoid any
oversell. Highlight products
merits.
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What does adaptive selling mean?
Adaptation means flexibility
Greater knowledge of products, company and customer leads to greaterflexibility.
Approaches to developing knowledge:
experts company materials and trade publications
asking for feedback
analyzing successes and failures
research reports (business and academic journals)
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Adaptive Selling
An approach to personal selling in which sellingbehaviors are altered during the sales interaction oracross customer interactions, based on information
about the nature of the selling situation.".
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Difficult Customers
Angry People
Complainers
Silent Types
Indecisive Prospects
Greedy Customers
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Sales Crimes you must avoid!
Talking to people who can only say no.
Meeting decision maker without preparation.
Not using question based selling.
Allowing your client to control the situation.
Not realizing an objection as an opportunity.
No small close
Lies - even overstatements
Not consulting