Understanding and monitoring our emotions and feelings
Dealing with frustrating and difficult people with
patience and even tempered responses
Doing result producing activities despite difficulties
Internal motivation without need for external motivation
For sales persons – EQ is more important than IQ
Control, influence, concern
Things completely outside our control as well as
influence– poverty, climate change, economy, crime etc.
Things I can influence but cannot control –
Things I can 100% control – My own attitude
Life is 1% what happens to you and 99%
how you choose to respond
Ways to increase sales - 1
Trade shows and publications
New product lines
Improve existing products
Increase sales people
Increase no. of locations
Ways to increase sales - 2
Pick up the phone more times
See more people ( feet on street)
Learn more about your product
Support your colleagues
Learn more about selling
Focus on what you can do rather than what they can do
Ways–2 are under control of sales engineer than ways-1
As a sales person you call Mr. XYZ.
His secretary asks who is calling? From which company? In what
connection?...control is with the SECRETARY
Try ending all answers with a counter question…Then YOU are in
Who is calling?– Mahesh. Is he in his office?
From which company? – GIT training. Is he available for a moment?
In what connection? – I wanted to arrange a meeting with him on
future business strategies in the field of … Does he control his own
diary or can I arrange that with you?
Near the end of presentation of your product or handling an
objection, always end with a question. This way prospect is busy
answering and not thinking ‘what should he do further’
The ‘suppose’ test
Some prospects do not tell you the true objection. Then
try ‘suppose’ test
….was not a consideration, then would you buy?
you felt good about…., then would you buy?
then would you make a ‘yes’ decision?
After this you can clearly decide if you can satisfy the
objection or move on.
Give bad news in advance
Saying, ‘next month there will be a price increase’ is
better than price went up last month.
Governments use this strategy – For conveying tax or
petrol price proposed increase.
Go for small orders
80% of your customers produce 20% of your profit
Conversely 20% of your customers use up 80% of
Because it is easier to retain business than to get a new
business therefore, these 80% are equally important
It is seen that our need to reciprocate increases on the
strength of what other person does for us.
A car buyer if offered to use the car over week end will
most probably come back and buy it.
A shirt shop sales man displays lot of work by showing
lot many shirts to a customer expecting reciprocity
Selectively you can use a personal disclosure ‘ I
shouldn’t really do this for you but…’
Rejection then retreat: propose a higher unacceptable
price then give concession
For a prospect who is happy with existing
customer, spare tire story might help
I am sure you are happy with existing customer. If you are
getting good product and service, I would recommend you
should continue but then you always keep a spare tyre for
emergency punctures. I would like to be your spare tyre. In
case of any problem with your existing customer, I would
like to be of help to you.
Prospects of placing an order
83% of prospects place order on you after 8th contact
80% of sales people give up after only 3 contacts
Tips worth remembering
Start with easy to settle issues than controversial issues
When 2 messages are to be sent, send desirable first
A message that calls for greater opinion change is likely
to produce more change.
It is more effective to present both sides of an
issue, than one side
Listeners remember the beginning and end of the
presentation more than the middle
Repetition of massage leads to learning and acceptance
Conclusions should be explicitly stated
People slow down when you take notes
People are more truthful when you note down
You appear to be professional and interested in longer
It helps you to use silence because you cannot speak
Review and write clarifying notes
Selling price or value
While tackling high price than other supplier
Admit that you are more expensive but ‘total package’
makes you worth it
Better quality and reliability
Better processes – encourage factory visit
State of the art design
Large account management
Top management attention
Three levels of contacts with customer
Monthly reports / review of service level / relationship
Special deals on Quick delivery and service