Sales Insider_Retail Excellence Edition

1. Opportunity for Innovation
Insider
The
Si
Retail Excellence Edition

2. Sales
SM
Maker

3. SalesBasics
C1Sales is offering to exchange an
item of value for a different item
Your customers will have different Needs and Wants
However customers have common expectations for your treatment
They always expect a level of service that they think is appropriate for their value
&their type of purchase and they always need to feel WELCOME
The original item of value being offered may be either tangible or intangible, the second item is usually money

4. SalesBasics
C1The Effective Communicator
Sales is all about talking to people and getting them
to understand what you are trying to communicate!
Communication is the ability to speak clearly and in a manner that is easy to understand

5. SalesBasics
C1Ability to Listen
Because in doing so they would fail
to hear a key element in identifying
what that
Customer's Needs
might be!
Along with speaking, a great salesperson knows when to stop talking and listen
They never cut someone
off while they are talking
Listen to them to figure
out what they really want

6. SalesBasics
C1Asks Great Questions
They need to ask questions that will
lead them to the answer
Salespeople are naturally know what the real need or desire is in the buyer
They Naturally Ask
A great Questions
Because they have a
desire to help solve
their problem

7. SalesBasics
C1Problem Solver
Great salespeople are always
solving problems
The ability for solving the customers problems
offering suggestions
that will effectively solve the
problem with respect to what
products or services you sell
The ability to search on what the buyer's problem is?

8. SalesBasics
C1Well Organized
Sales people have a keen ability to break things down
into smaller steps and organize a plan of action
They know how to analyze what their goal is
Sales people have a keen ability to break things down
In what order
the steps need
to be in order to
reach that
goal

9. SalesBasics
C1Positive Self Image
Always think Green
Having the attitude that they can
do just about anything that they
put their mind to is usually very
common among sales people
Having the attitude that they can do just about anything that they put
their mind to is usually very common among sales people
“ They rarely allow negatives that are either
spoken to them or about them to effect
what they are trying to accomplish “
They know who they are and
what they are capable of doing

10. SalesBasics
C1Naturally Persuasive&
Person of Integrity
Another very common skill with great salespeople is that they are
very persuasive or know how to get what they want
They focus on what they want and they are persistent to keep chipping away until they get what they want
They almost never give up or give in
Also a salesperson without
Integrity will have many
struggles which will often include
hopping from job to job
Honesty in sales is so important and it
is almost impossible for this skill to be taught
They almost never Give up or Give in

11. SalesBasics
Your Way to A Successful Sales Call
It's always good to have a plan for your sales visits
You can use a checklist before and after each sales call to make sure you cover all the bases
It's always good to have
a plan for your sales
Using your Sales checklist may help you to avoid that!
Leaving a sales call and wishing you had remembered to ask a specific
question or show the prospect another product idea is a horrible feeling

12. SalesBasics
Your Way to A Successful Sales Call
You can edit your Sales list based on the type of your sales cycle you're involved in
It's always good to have
a plan for your sales
Sales Call Checklist
Preparation Before Your Sales Call
CL Step#1
Research the account before starting your call
Learn something about your customers and their business
Prepare all materials, brochures, contracts, etc..
Answer the three important pre-call questions:
A. What is the target of the call?
B. What do I need to find out during the call?
C. What's the next step after the call?

13. SalesBasics
Your Way to A Successful Sales Call
It's always good to have
a plan for your sales
Most salespeople already think
that they are good at this..
But.. Let me ask you a question?
When you last lost a sale,
How was your rapport
with the key person who
decided against you?

14. SalesBasics
Your Way to A Successful Sales Call
It's always good to have
a plan for your sales
You can't afford to look away and
ignore people that you don't have
natural rapport with
The Good News
is that people like people like
themselves; all you have to do
to gain rapport is stretch your
behavior outside or your
comfort zone until you
become like another person

15. SalesBasics
Your Way to A Successful Sales Call
What is The objection?
Listen to the entire objection, pause for three seconds before responding, remain calm and
not defensive, then Meet the objection with a question in order to find out more
Complete the six-step process?
Listen
Define
Rephrase
Separate
Present Solution
Close or Next Step

16. SalesBasics
Your Way to A Successful Sales Call
Your Sales Presentation
As a Salesperson you need to prepare your
sales presentation every time
Talk about your Product Benefits
Verify Each Need Before Moving On
Prioritize The Prospect's Needs
Link the Benefit to the Prospect's Needs
Present yourself, company& product in a positive light
Re-establish Rapport
Keep the presentation focused
on the customer’s needs

17. SalesBasics
Your Way to A Successful Sales Call
Have More Fun
Sales is fun when you are in control
If you take the control then you can close more deals
Take the pressure off yourself to close and instead
focus on qualifying and motivating your prospects
Selling is miserable when you are
under pressure to close business

18. SalesBasics
Your Way to A Successful Sales Call
Make The Call
Learn who, how, what, when, and where
decisions are made from the primary source
This Call is about Two Things
-Our Customers-

19. SalesBasics
Your Way to A Successful Sales Call
The Closing
Again before you close your call you need to ask yourself some questions!
Get the customer to identify all possible problems
that might be solved by my product or service?
Get the customer to identify the value of solving the identified problems?
Get agreement
that the proposed
solution provides
the values
identified?

20. Sales
SM
Maker

21. SalesExcellence
Use a pleasant greeting with a SMILE
Be actively engaged in the conversation
Maintain a positive and upbeat tone of voice
Use the customers title and Introduce yourself
Ask if there is anything else you can help them with
Appreciate the customer’s problem
How to implement the Sales
Excellence in your Store?
Thank the customer for his VISIT

22. SalesExcellence
Why Some Sales Don’t Happen
Here are a few avoidable mistakes that
should help you close more deals!
There will be times when you have done everything right and didn’t get the Sale
Failing to
identify an
objection
Getting there too late
Giving the client too many choices
Not getting
to the real
decision
maker
Not
listening
carefully
enough
Making a tactical or
technical mistake
Failing to meet your
commitments

23. SalesExcellence
Principles for Negotiation
Individuals working in the business environment often use persuasion and negotiating skills to
advance their company's operations and achieve business goals or objectives
Negotiation and Diplomatic Skills of Persuasion
The most important person to know in
a negotiation is YOURSELF

24. SalesExcellence
Principles for Negotiation
Negotiation and Diplomatic Skills of Persuasion
The More
Time you give yourself
The More
Information you can gather
about their true needs
Your first offer should never be your final offer
Because everyone has the power to negotiate, So..

25. SalesExcellence
The Five Types of Customers
Who are our best customers?
In the Retail Industry it seems as though we are constantly trying to find a new Customers
Most of us are obsessed with making sure our advertising, displays, and pricing to attract new Customers
This focus on pursuing new customers is necessary
But.. At the same time it can wind up hurting us, therefore
our focus really should be on the 20% percent of our
customers who currently are our best customers

26. SalesExcellence
The Five Types of Customers
Who are our best customers?
In the Retail Industry it seems as though we are constantly trying to find a new Customers
Most of us are obsessed with making sure our advertising, displays, and pricing to attract new Customers
Loyal Customers
They represent no more than
20 percent of our customer base,
but make up more than
50 percent of our sales

27. SalesExcellence
The Five Types of Customers
Who are our best customers?
They shop our stores frequently, but make
their decisions based on the size of our
markdowns
Discount Customers
They do not have buying a
particular item at the top of
their “To Do” list, but come
into the store on a while, they
will purchase what seems
good at the time
Payments Customers

28. SalesExcellence
The Five Types of Customers
Who are our best customers?
They have no specific
need or desire in mind
when they come into
the store
Need-Based Customers
They have a specific intention to buy a
particular type of item
Wandering Customers

29. SalesExcellence
Customer Handling Techniques
The Complaint Is a Gift
Customer Complaints are Inevitable
If you run a business that sells to the public no matter how great your
goods or services are the old adage will eventually be proven true
You cannot please 100% of the people 100% of the time
When one of your customers complains, handle it by giving their
complaints your full attention so that you can resolve the issue
There is an adage in our Retail called:
Because..
The Complaint is a

30. SalesExcellence
Customer Handling Techniques
The Complaint Is a Gift
How We Can Handle Our Customers?
Listen to determine whether
any of your policies were not
applied or if this is
something outside or not
contemplated by your SYSTEM?
Whenever you set out to handle a customer complaint
the first thing that you must do is to Listen
Listen to the customer
to figure out why
they are upset?

31. SalesExcellence
Customer Handling Techniques
The Complaint Is a Gift
How We Can Handle Our Customers?
Until you view the issue from
their perspective you cannot
have a complete picture of the
reason for the complaint
Put yourself in the shoes of the customer
NextGiven what you now know try and see their point of view
Why did they come to you?
So always think!
If I was in their shoes how would I feel?

32. SalesExcellence
Customer Handling Techniques
The Complaint Is a Gift
How We Can Handle Our Customers?
If the customer's request can be met, explain the time it takes to
process or what it will entail to make it happen
Say what you can do, not what you can’t do
The Resolution could be in the form of a replacement,
refund, store credit or discount on price

33. SalesExcellence
Customer Handling Techniques
The Complaint Is a Gift
How We Can Handle Our Customers?
Say what you can do, not what you can’t do
Insure the
Customer’s
Complete
Satisfaction
Call the customer to see that if the
problem solved or still he have issues
When a date is given to the customer, make sure the date is
kept or the delay is explained by a follow-up call or email

34. All the Success
MoatazBellah Magdi