Selling Face to Face

by Richard Mulvey

1Monday 19 October 15

What is Selling?

Helping the Customer to Buy

2Monday 19 October 15

You’ve only got 4 minutes

Know what you want to be

Look what you want to be

Act what you want to be

Take Control

3Monday 19 October 15

The Customer Your Company Yourself

You’ve only got 4 minutes

4Monday 19 October 15

Customer Service

Interview Techniques

Presentations

Management

Customer Interaction

Reception

The Eyes

5Monday 19 October 15

Customer Service

Interview Techniques

Presentations

Management

Customer Interaction

Reception

Memory Recall Creative Thinking

The Eyes

6Monday 19 October 15

Watch the Eyes!Customer Service

Interview Techniques

Presentations

Management

Customer Interaction

Reception

7Monday 19 October 15

Features / Needs / Benefits

Feature

Need

Benefit

Something that defines your product or service, and your company

A customer requirement

A feature that satisfies a need

Customers can have both Positive and Negative Needs

8Monday 19 October 15

Open and Closed Questions

Open

Closed

Who, What, Where, When, Why, How

Do, Does, Did, Are, Has, Have, Is, Could , Can, Would, Will ... etc.

9Monday 19 October 15

The Sales Conversation

Open Question! ! NeedClosed Question! ! Confirm the needSupportBenefitAgreement

10Monday 19 October 15

Three Types of Need

Presumed

Actual

Unknown

What the customer thinks he needs

What the customer really needs

What the customer was totally unaware of

11Monday 19 October 15

Beyond Simple Needs

Needs

Wants

Desires

I need a car to get me to work

I want a practical car

I desire a BMW

12Monday 19 October 15

Emotionally

How are Buying Decisions Made?

13Monday 19 October 15

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15Monday 19 October 15

The Close Look for Buying Signals Summarize The Benefits Ask for the Business

SHUT UP!16Monday 19 October 15

Alternative Close Minor Point Close Compliment Close Suck it and See Close

The Close

17Monday 19 October 15

Selling Face to Face

by Richard Mulvey

18Monday 19 October 15

Objections

Listen to the whole objection Clarify the objection

19Monday 19 October 15

It’s too expensive!Clarify the Objection

“When you say it's too expensive, are you saying you cannot afford the price or is there something I've missed?”

Objections

20Monday 19 October 15

Listen to the whole objection Clarify the objection Answer the objection Get agreement

Objections

21Monday 19 October 15

OppositionIndifferentSceptical

Objections

22Monday 19 October 15

Either! Convert the objection to a need ! then provide your benefit that ! satisfies that needOr! Minimize the objection and ! maximize the benefits you have ! already agreed

Opposition

23Monday 19 October 15

Add

Take away

MultiplyDivide

all the benefits

what the customer will lose

the savings

the extra cost by someappropriate figure

Opposition

24Monday 19 October 15

Indifference

Keep Going!

If that doesn’t work…..

Try your best feature

25Monday 19 October 15

ScepticalYou cannot talk your way out of a sceptical objection

Show the customer some independent proof

Demonstrate it

Guarantee it

26Monday 19 October 15

Selling Face to Face

by Richard Mulvey

27Monday 19 October 15