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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