Sales skills ppt sesh sukhdeo


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Sales Skills and a little bit more. For many years, I have been successful winning new business, and major accounts.

Here are some really good pointers, some you know, others you may not. Happy Hunting.

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Sales skills ppt sesh sukhdeo

  1. 1. Sales Skills The Better way of Selling sesh sukhdeo
  2. 2. What is Selling  Selling is a process in which you articulate a product or service offering or indeed selling an idea to another person can be termed as selling an idea, this can occur either through the phone or face to face.  Selling is about influencing and positioning information in a way in which it allows the person to make an informed decision. This is typically seen through a commitment action. sesh sukhdeo
  3. 3. What is a commitment to action? A commitment action is when another person, confirms their acceptance through either a purchase or acceptance of the information you are providing.  To me selling is the art of having a conversation, you cant sell, unless you have a conversation. sesh sukhdeo
  4. 4. The core skills needed to sell - reflect  Communication skills – voice, questioning, listening, confidence  Rapport building – professionalism, relationship driven  Knowledge skills – about product or service sesh sukhdeo
  5. 5. Different types of people we sell to When selling or talking to other people, it is important to realise that not all people are the same; each one of us responds and thinks differently.  Buyer types  Buyers can be categorised into four types:  Rational  Practical  Challenging  Enthusiastic sesh sukhdeo
  6. 6. Make decisions using Like to hear Logic Feeling Evidence and Detail Rational Practical Possibilities and Big Picture Challenging Enthusiastic Logic and feeling influence sesh sukhdeo
  7. 7. Recognising buying signals  These expressions may be abbreviated “Umms”, and “Aha’s” for example, which the sales person will recognise by the tone of the customer’s voice.  Recognising buying signals is an important function of CRM and sales . They can often be subtle or firm, and either unplanned or planned reactions.  Recognising buying signals requires good listening and follow up skills. sesh sukhdeo
  8. 8. The Power of Questions Results in -  Shows interest: this helps you to get to know your customers and their circumstances and build a relationship  Increase your knowledge: effective questioning may uncover further relevant information and enable you to open the door for more products.  Build confidence: the interest you show and the knowledge you gain through questioning help to build your customers’ confidence in you, and this in turn boosts your self-confidence.  Identify sales opportunities: you will be able to identify the products that suit each customer’s needs and wants.  Helps build rapport – good questions, build conversations. sesh sukhdeo
  9. 9. Why the Questions  You need to recognise the importance of establishing needs and work on developing an effective questioning style that will allow you to do this for each customer. sesh sukhdeo
  10. 10. Tips for building conversations  Always ask, never assume: making assumptions comes across as arrogant and can annoy people  Vary your questioning technique: this helps you to develop a conversation rather than a rapid-fire question and answer session  Stay in control: steer the conversation towards the outcome you want by recapping and signposting  Listen for opportunities and follow them up: don’t just follow a list of questions, base your next question on the information gained so far and if unexpected avenues open up, explore them  Don’t just ask questions: you also need to think ahead, listen to and analyse the customer’s answers and make notes to keep your records up to date sesh sukhdeo
  11. 11. Cross Selling You need to be able to identify linking opportunities. A customer has purchased a pair of shoes, you could cross sell by asking them if they would like polish and a waterproof spray at the time of the purchase. sesh sukhdeo
  12. 12. Up selling through questioning  Once you have established that a customer is interested in a particular product, it can be upgraded to a higher valued one, this can occur when you find out what level of the product suits their requirements. and assessing if another product, service has additional features which may benefit the client.  For example, if you are selling travel insurance, you need to help the customer determine whether they need a basic policy or something more specialised. sesh sukhdeo
  13. 13. Features - Benefits - Advantage.  A features is a character of a product or service for example – a mobile phone may have a camera.  The benefit to the customer is they can take pictures when ever they want and send it to anyone instantly  Advantage – time saving, instant.  Always recap these as you talk to customers. sesh sukhdeo
  14. 14. Objections can arise when:  The product has no relevance to the customer  The customer doesn’t fully understand the product’s benefits  The sales timing is wrong  The customer feels uncomfortable with buying the product sesh sukhdeo
  15. 15. Objections can arise if customer feel  feel pressured  do not like the sales person’s style / approach  are distracted by what is happening around them  have pre-conceptions about the product or perhaps the company sesh sukhdeo
  16. 16. Question types Open Closed Extending Clarifying Linking Comparative Leading sesh sukhdeo
  17. 17. Conversations that sell Knowing your outcome  It’s important that you know from the very beginning what outcome you want from a sales conversation, and you need to match this outcome to the customer’s needs.  Once you’ve done this, you can shape your conversation to achieve the outcome you want sesh sukhdeo
  18. 18. Fact Finding = explore  In a sales conversation it’s important that you use open questions to find out the primary need of the person you are talking to. However, you also need to delve a little deeper to find out their secondary or underlying needs and build a picture of the sort of person they are.  At the same time, you should try to build rapport and keep the conversation fresh and natural, without wasting time or going off the point. sesh sukhdeo
  19. 19. Building a Picture  When you’re on the phone, you don’t have any of the visual clues that can give you important information about the person you’re talking to.  That’s why it’s so important to ask questions that will build up a picture in your mind of the person you’re speaking to.  When you have a good picture of a person, you might be able to guess - without asking - things like their age, interests and some of their attitudes.  This helps you take an approach that suits their personality. sesh sukhdeo
  20. 20. Relationship Selling  Understanding how to develop loyalty in your customers will put you in a good position to anticipate their future needs, understand areas which may cause them concern and prevent any avoidable issues arising.  Relationship selling is key to developing loyal customers who may even become advocates for your business. sesh sukhdeo
  21. 21. The benefits of retaining customers  Increased sales: as customers get to know your company and are happy with what they are receiving, they will start to purchase other products and services  Lower costs: it costs more to win new customers through advertising and marketing than it does to work harder at keeping your existing ones  Word-of-mouth advertising: positive word-of-mouth advertising from satisfied customers is the cheapest form of advertising, but also the most effective  Easier for the customer: nobody wants to search for a new supplier every time they want to make a purchase, so if you can satisfy your customers, they will relax and begin to rely on you to provide the products they want sesh sukhdeo
  22. 22. How to influence Loyalty  Keep your promises: If you promise to do something for the customer - ring them back, send something in the post or get a colleague to call them – it’s up to you to make sure it happens.  Be willing to help: There is nothing more frustrating than speaking to someone who sounds uninterested in sorting out your problem. sesh sukhdeo
  23. 23. You could – Use the customer’s name – Listen, repeat and summarise the reason for the call – Outline the next steps and actions that will be take – Check that the customer understands what will happen next and why – Ask if they have any further questions or problems – Thank them for calling sesh sukhdeo
  24. 24. The steps to building customer loyalty  Customers don’t become loyal overnight; they gradually move through five stages, but only if you nurture them through each one.  Potential  First time  Repeat  Loyal  Advocate sesh sukhdeo
  25. 25. Loyalty and the buying cycle  A first time buyer will go through 5 stages. – Awareness – Initial purchase – Post-purchase evaluation – Decision to repurchase – Repurchase sesh sukhdeo
  26. 26. The goals of cross selling  Due to the cost of attracting new customers, businesses are under pressure to increase revenue by cross selling products to their existing customers.  When it’s done correctly, cross selling actually adds to the relationship with the customer, rather than detracting from it. By providing customers with a wider range of products backed up with excellent service and customer satisfaction, you will actually help to retain them. sesh sukhdeo
  27. 27. Selling Solutions  To sell solutions you need to think of the value they offer your clients. The solutions you propose must match your customer’s needs and have a value.  Selling solutions is not difficult but it is important to listen and recap as you are going through the sales process. This ensures there is linkage throughout the communication process. sesh sukhdeo
  28. 28. Selling Solutions  To sell solutions you need to think of the value they offer your clients. The solutions you propose must match your customer’s needs and have a value.  Selling solutions is not difficult but it is important to listen and recap as you are going through the sales process. This ensures there is linkage throughout the communication process.  You may needs to alter your sales techniques for different situations sesh sukhdeo
  29. 29. Different Closing techniques  The direct approach, for example, “Do you want to go ahead?”  The alternative approach presents the customer with alternatives, for example, “Would you like the 3 or the 6 month notice account?”  The minor close approach poses open questions and if the customer agrees they have agreed to buy the product, for example, “Would you like it delivered to your home or your office?”  The assumptive approach, assumes the sale has been agreed, before it actually has, for example, “How would you like to pay, by Visa or MasterCard?”  The trial close approach can be used quite early into the sales conversation, for example, “If I can answer your concerns will you decide to go ahead?” Or this is only for masters!!!!!  In other words you need to stop talking and be quiet. You can do this by resisting the urge to provide any more information, and simply wait for the customer to reply. sesh sukhdeo
  30. 30. Beware over selling It’s important for you to be able to recognise when a customer is ready to buy, and to seize that moment to complete your sale.  Some agents get carried away at this point, and instead of closing the sale, they just keep talking.  Or they try to force the conversation into other areas that have not been discussed.  If you do this, you will bore your customers, and even risk losing them .  Instead, once you have completed your questioning, you should present a solution based on the information you gained sesh sukhdeo
  31. 31. Different types of objections  Logical – based on rational thinking.  Emotional - bad experience, what someone has said, perhaps dislike to what sales person has said. sesh sukhdeo
  32. 32. Pre-empt customer objections  The best way to overcome objections is to prevent them from arising in the first place.  For example, if you know that your product or service is more expensive than your competitors, it’s a good idea to face up to this early in your discussion. sesh sukhdeo
  33. 33. The fundamental principals to remember when answering objections  Answering objections directly  Keeping your answers clear and simple  Tailoring the answer to the type of person you are dealing with sesh sukhdeo
  34. 34. Make sure you  Gain commitment  Confirm the actions  Follow through if required  Communicate internally your success sesh sukhdeo
  35. 35. Happy Hunting sesh sukhdeo