Selling Skills General com (1)
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Transcript of Selling Skills General com (1)
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Selling SkillsSelling Skills
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About TrainingAbout Training
New informationNew information
Reinforcement of positivesReinforcement of positivesRecognition of negativesRecognition of negatives
Learning comes in 3 forms:Learning comes in 3 forms:
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The Sales
Process
The Sales
Process1.1. Target AccountTarget Account
2.2. Qualifying CallQualifying Call3.3. AppointmentAppointment--Setting CallSetting Call
4.4. Sales Call(s)Sales Call(s)
5.5. First Use/InstallationFirst Use/Installation
6.6. Back to step 4Back to step 4
?? %%
??
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Target
Accounts
Target
AccountsGood program?Good program?
Enough?Enough?
Significant?Significant?
All reps?All reps?BuyBuy--in?in?
Progress?Progress?
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Qualifying/Appointment-Setting Calls
Qualifying/Appointment-Setting Calls
Collectively known as coldCollectively known as cold--callingcallingEveryone proficient, includingEveryone proficient, including
YOU? If not, teachYOU? If not, teach
ScriptScriptObjections/TurnaroundsObjections/Turnarounds
Dont intrudeDont intrude--stereotypical salesmanstereotypical salesman
See yourself thru customers eyesSee yourself thru customers eyes
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Cold-CallingCold-Calling
Scares most salespeople because:Scares most salespeople because:
THEY TRY TO ACCOMPLISH TOOTHEY TRY TO ACCOMPLISH TOO
MUCH!MUCH!
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Target
Accounts
Target
Accounts
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Qualifying CallsQualifying Calls
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Appointment
Setting Call
Appointment
Setting Call
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Appointment
Setting Call
Appointment
Setting Call
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The Five Step
Sales Call
The Five Step
Sales CallIntroductionIntroduction
Probe for NeedsProbe for Needs
PresentationPresentation
Management of ObjectionsManagement of Objections
CloseClose
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ConsiderYourself a Consider
Yourself a
Doctor of SellingDoctor of Selling
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1. Exam
2.Diagnosis3.Treatment
1. Exam
2.Diagnosis3.Treatment
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IntroductionIntroduction
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Five Steps of an
Introduction
Five Steps of an
Introduction
NameName
CompanyCompany
Appropriate SociabilityAppropriate Sociability
ProductiveProductive
Purpose for Being TherePurpose for Being There
UpUp--front Benefitfront Benefit
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Up-Front BenefitUp-Front Benefit
VERYimportantVERYimportant Why?Why?
Bold!Bold!
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ProbingProbing
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SeguesSegues
Smoothly moving from one step ofSmoothly moving from one step of
the calltothe nextthe calltothe nextGettingcustomerto buyinGettingcustomerto buyin
Neededto move to:Neededto move to:
ProbingProbingDemo/PresentationDemo/Presentation
CloseClose
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Segue intoSegue into
Probing:Probing:In order to determine if we can benefit youIn order to determine if we can benefit youlike we have for St. Marys Hospital, I justlike we have for St. Marys Hospital, I just
need to ask you some questions about yourneed to ask you some questions about your
current program; would that be ok? Wouldcurrent program; would that be ok? Would
you mind if I took some notes?you mind if I took some notes?
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Why Probe?Why Probe?Why Probe?Why Probe?To obtain valid information aboutTo obtain valid information about
othersothers --Needs, Ideas, Opinions,Needs, Ideas, Opinions,Feelings, etc.Feelings, etc.
To increase receptivityTo increase receptivity --prepare forprepare forchangechange
To develop and maintain positiveTo develop and maintain positiverapportrapport -- mutual trustmutual trust
To increase involvement andTo increase involvement and
understandingunderstanding
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Why Probe?Why Probe?Why Probe?Why Probe?
As much for customer as you!As much for customer as you!
Easier to sell someone somethingEasier to sell someone somethingthey needthey need
Keep in mind, they may not knowKeep in mind, they may not knowthey need itthey need it
Ask questions for which youAsk questions for which youalready know the answeralready know the answer
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ProbingProbingProbingProbing
Most important step!Most important step!
Most underdeveloped step!Most underdeveloped step!
Dont assume (different answers)Dont assume (different answers)
Dont quit earlyDont quit early
Dont underestimate the power ofDont underestimate the power of
the word whythe word why Sometimes its just the wordingSometimes its just the wording
customers (people) wont justcustomers (people) wont just
cough up what you want to hearcough up what you want to hear
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TypesofProbes
OpenOpen
IntermediateIntermediate
ClosedClosed
OpenProbesOpenProbes --Start the flow of informationStart the flow of information
Intermediate ProbesIntermediate Probes -- Continue the flowContinue the flow
ClosedProbesClosedProbes -- Obtain specific bits of information or actionObtain specific bits of information or action
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Open ProbesOpen ProbesOpen ProbesOpen Probes
Howdoyou feel aboutHowdoyou feel about....
Whatdoyoulookforin aWhatdoyoulookforin a ....
Give me youropinionsonGive me youropinionson......
Tell me aboutyourcurrentTell me aboutyourcurrentfloorcare program.floorcare program.
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Intermediate ProbesIntermediate ProbesIntermediate ProbesIntermediate Probes
BriefAssertionBriefAssertion--
NeutralPhraseNeutralPhrase--
Nod Head I SeeNod Head I See
Sure Uh HuhSure Uh Huh
Thank you for sharing that information.Thank you for sharing that information.Tell me some more about. .Tell me some more about. .
Interesting,Interesting, whywhy do you say that?do you say that?
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How many 5'sdoyouuse perHow many 5'sdoyouuse per
month?month?
Whatsize containerdoyou buyWhatsize containerdoyou buy
your all purpose cleanerin?your all purpose cleanerin?
How many people will be attheHow many people will be atthe
housekeepinggroup seminar?housekeepinggroup seminar?
Closed ProbesClosed Probes
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Summarize resultswith summarySummarize resultswith summary
probes:probes:SowhatI hearyousayingis
IfIunderstandyou.
LaysgroundworkforLaysgroundworkforPresentationPresentation
Provesyouwere listeningProvesyouwere listening
Before Leaving
Probing Step
Before Leaving
Probing Step
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PresentationPresentation
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Time for anotherTime for another
Segue:Segue:
Into the DemoInto the Demo
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Segue intoSegue into
the Demo:the Demo:Id like to get your opinion on a 2Id like to get your opinion on a 2--minuteminute
demodemo
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Presentation:Presentation:Presentation:Presentation:
Simple equation:Simple equation:
Uncovered need + Presentation onUncovered need + Presentation onApplicable Product = A SaleApplicable Product = A Sale
The transferofknowledge andThe transferofknowledge andenthusiasmenthusiasm
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Presentation:Presentation:Presentation:Presentation: 3 Steps:3 Steps:
1.1. There are differences between meThere are differences between me
and my competitionand my competition2.2. The differences between me andThe differences between me and
my competition are REALmy competition are REAL
3.3. These differences AFFECT YOUThese differences AFFECT YOUinin
Product usageProduct usage
LaborLabor
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Trial closesTrial closes
TakingcustomerstemperatureTakingcustomerstemperature
throughoutsalescallthroughoutsalescall
Does this make sense to you?Does this make sense to you?
What do you think about this?What do you think about this?Can you see advantages in this?Can you see advantages in this?
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Presentation:Presentation:Presentation:Presentation:
Relationship
Service
Value
Price
Relationship
Service
Value
Price
Relationship
Service
Value
Price
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Presentation:Presentation:Presentation:Presentation:Value is:Value is:
PerformancePerformance
SafetySafetyHowdoyou establishHowdoyou establish
value for floorcare?value for floorcare? Isittougherto establishIsittougherto establish
value forvalue fordilutablesdilutables??
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TellingIsTellingIs
NotNot SellingSelling
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TheTheSame OldSame OldRoutine SalesRoutine Sales
CallCall
Salesman: Heres the product that will meetSalesman: Heres the product that will meet
your needs: spitfire Its is a great cleaneryour needs: spitfire Its is a great cleanerand it can clean about anything, blah blahand it can clean about anything, blah blahblah...blah...
Customer is thinking: I have to kick him outCustomer is thinking: I have to kick him outsoonsoon -- Ive got to pee!Ive got to pee!
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AdultLearningAdultLearningAdultLearningAdultLearningVerbalVerbal
55--7%7%
Verbal + VisualVerbal + Visual55%55%
Verbal + Visual +Verbal + Visual +
HandsHands--OnOn85%85%
0 5 0 1 0 0
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PresentationPresentationPresentationPresentation
What can we doWhat can we dobesides telling?besides telling?
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ManagementManagement
ofof
ObjectionsObjections
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MANAGEMENT OF
OBJECTIONS
MANAGEMENT OF
OBJECTIONS
AcknowledgeAcknowledge
ProbeProbe
AnswerObjectionAnswerObjection
Get ConfirmationGet Confirmation
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MANAGEMENT OF
OBJECTIONS
MANAGEMENT OF
OBJECTIONS
WhatifyouWhatifyou
cant/getstuck?cant/getstuck?
Give yourself aGive yourself a
chancechance
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ClosingClosingYoull get 0% of the orders you dont ask forYoull get 0% of the orders you dont ask for
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One Last Segue:One Last Segue:
Into the CloseInto the Close
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Segue intoSegue into
Close:Close:Based on what Ive shown you, does this lookBased on what Ive shown you, does this look
better than what you currently use?better than what you currently use?
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ClosingClosing
M
ust earnthe righttocloseM
ust earnthe righttocloseCustomer expectsyoutoCustomer expectsyouto
Close forsomethingClose forsomething aacommitmentcommitment
Ifno, WHY?Ifno, WHY?
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Closing TechniquesClosing Techniques
aaAre youusing manyAre youusing manydifferenttechniques? Bedifferenttechniques? Be
honest.honest.aaYouneedtoYouneedto they arethey are
situationalsituational
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ASK FOR ITASK FOR IT
Direct Close orDirect QuestionDirect Close orDirect Question
aaWhydontyoutryit?Whydontyoutryit?
aaCanI have the authoritytogo aheadCanI have the authoritytogo aheadwith the order?with the order?
aaWhenwouldyoulike delivery?Whenwouldyoulike delivery?
aa How much wouldyouneedtogetHow much wouldyouneedtogetstarted?started?
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The Order Form CloseThe Order Form Close
Startoffwith the basic assumptionStartoffwith the basic assumptionthatthe customerwill buy..thatthe customerwill buy..
Itsonlythe detailsthatneedItsonlythe detailsthatneedclarifying.clarifying.
Question andobtainthe customersQuestion andobtainthe customers
commitmentonthe differentstagesofcommitmentonthe differentstagesofcompletingthe order form.completingthe order form.
aaAtthe finalstage ofthe order...AskforAtthe finalstage ofthe order...Askfor
thethe OKOK ororApprovalApproval -- Not SignatureNot Signature
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The Either / Or CloseThe Either / Or Close
Itoften helpstogetthe buyers finalItoften helpstogetthe buyers finalagreement by askingwhich isthe mostagreement by askingwhich isthe mostacceptable ofacceptable of alternativesalternatives offered.offered.
aaWouldyoulike in Fivesorin 55 gallonWouldyoulike in Fivesorin 55 gallondrums?drums?
aaWouldyoulike yourorderdeliveredthisWouldyoulike yourorderdeliveredthis
weekornextweek?weekornextweek?aaWouldyouneedthe Dispensingsystem?Wouldyouneedthe Dispensingsystem?
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The Half Nelson CloseThe Half Nelson Close
Use thisclose whenthe customerUse thisclose whenthe customerquestionsyour products featuresorquestionsyour products featuresor
benefits,oryoucan help him/hersolve abenefits,oryoucan help him/hersolve aproblem.problem.
To be usedsuccessfully,thiscloseTo be usedsuccessfully,thiscloserequiresgood probing andgoodrequiresgood probing andgoodknowledge ofyour product.knowledge ofyour product.
aaIfIfIcan prove toyouthat _____willIcan prove toyouthat _____willreduce yourlaborcosts by 50%,willyoureduce yourlaborcosts by 50%,willyoubuyit?buyit?
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DialoguesDialogues
AppointmentAppointment--SettingSetting
Up Front Benefit StatementUp Front Benefit StatementAbout CompanyAbout Company
ServiceService
AboutProductsAboutProducts
Others?Others?
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The End?The End?
No. You HAVE TO continueNo. You HAVE TO continueto develop these skills onto develop these skills on
your ownyour own