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Sale Survival Skills
 

Sale Survival Skills

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PowerPoint presentation on Basic Sales Survival Skills

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    Sale Survival Skills Sale Survival Skills Presentation Transcript

    • BASIC SALES SURVIVAL SKILLS A CUSTOMER NEEDS FOCUSED APPROACH TO SELLING Presented By Glen Harwick
    • SEMINAR RULES
      • Please Put All Cell Phones On Vibrate
      • If You Need To Answer You Phone Please Get Up & Leave The Room
      • I Don’t Want To Do All Of The Talking For The Next Four Hours, Please Don’t Be Afraid To Participate
      • Keep An Open Mind When Evaluating All Subject Matter
    • Introduction
      • The Challenge Facing Those Of You Here Today Will Be To Evaluate This Material
      • Decide Which Information You Like & Feel Comfortable With
      • Internalize The Information
      • Apply It To Your Product
      • Taylor It To Your Personality
      • Practice It Until It Sounds Natural
      • Use It Everyday When Selling
    • A Formula for Sales Power
      • Why Do Some Sales People Sell More Than Others
      • What Are Some of The Elements That Contribute to The Success of High Performance Salespeople
    • A Formula for Sales Power
      • Product Knowledge
      • + Sales Know How
      • + Persuasive Ability
      • + Achievement Drive
      • = Sales Power
    • REAL SALES POWER
      • Product Knowledge
      • + Sales Know How
      • + Persuasive Ability
      • X Achievement Drive
      • = Sales Power
      • What Skills Do You Possess That Will Cause You To Be Successful
      • How Would Closest Friends Describe What Salespeople Do
      • How Would You Describe What Salespeople Do
      • What Is Congruence?
      • Congruence: The Quality Or State Of Agreeing Or Corresponding
      • Congruent: Coinciding At All Points When Super-imposed
    • Sales Congruence Model Values Commitment To Activities Belief In Product View of Selling View of Abilities Congruence 5
    • Rate your Willingness & Ability to:
      • Organize Your Time
      • Contact Qualified Buyers
      • Gain Trust & Rapport With People
      • Make An Effective Presentation
      • Ask People To Buy After Showing Them You Can Fill Their Needs
      • Ask People To Refer Others
      • Accept Rejection And Continue To Persevere
    • Three Styles Of Selling How do you Sell?
    • The Canned Presentation
      • Memorized Presentation Where Information Is Always Delivered The Same Way To Everyone
      • The Salesperson Did Most Of The Talking Leaving The Prospect To Passively Listen
      • What’s Wrong With This Style Of Selling
      • It Assumed That Everyone Had The Same Needs As Well As Buying Motives
    • Stimulus Response Selling
      • Salesperson Dominates The Conversation Flooding The Prospects With Features And Benefits Hoping To Hit a Hot Button
      • They Than Take The Prospect Through The Desire, Conviction, And Close Steps
      • What’s Wrong With Stimulus Response Selling
      • It’s Product Focused & Easy To Try & Close Before Needs Have Been Established
      • A Philosophy Of Selling That Views The Sales Process As Filling Needs And Solving Problems
      • A Strategy For Selling That Structures A Step-by-step Process
      • An Ethics Or Value Driven System That Guides A Salesperson’s Activities
      Needs Focused Selling
      • Salespeople Assume Role Of a Consultant
      • How?
      • By Asking Questions
      • Listening To Information
      • Offering Advise And Assistance
      • Helping People Find Solutions
      How Does Needs Focused Selling Work
    • Needs Focused Selling
      • Focuses On Values & Ethics Not Just Strategies & Techniques
      • It Redefines Selling As An Activity Of Identifying & Filling Customer Needs
    • Ten Commandments of Selling
      • Selling Is An Exchange Of Value
      • It isn’t Something You Do To Someone, It’s Something You Do For And With Someone
      • Understanding People’s Wants & Needs Should Always Precede Any Attempt To Sell
      • Develop Trust & Rapport Before Selling Activity Begins
      • Selling Techniques Give Way To Selling Principles.
      • Integrity & Ethics Are Accepted As The Basis For Long-term Selling Success
      • A Salesperson’s Ethics & Values Contribute More To Sales Success Than Techniques Or Strategies
      • Selling Pressure Isn’t Exerted By Salespeople But By Customers When They Want Or Need A Product Or Service
      • Negotiation Isn’t Manipulation. It’s A Strategy To Work Out Problems That Stand In The Way Of Doing Business
      • Closing Is Where Both Sides Win. It’s Part Of The Sales Process, Not The Conclusion
    • Six Steps for Success
    • Six Steps for Success APPROACH INTERVIEW DEMONSTRATE VALIDATE NEGOTIATE CLOSE
      • To Establish Rapport with People
      • Break Preoccupations, Stereotype
      • Put People At Ease
      • Get People Talking About Themselves & Their Interests
      • Get Them To Open Up Mentally & Physically
      Approach
    • Interview
      • To Identify Peoples Wants & Needs
      • Help People Discover & Understand Their Own Needs
      • Understanding People’s Concerns, Objections, Emotions & Buying Motives
    • Demonstrate
      • To Show How You Can Help People
      • Making A Presentation
      • Showing Customers Benefits, Not Just Products Or Features
      • Listening & Understanding People’s Responses & Objections
    • Validate
      • To Gain Trust & Confidence
      • In You, Your Company, Your Product Or Service
      • Remove Fears, Risks, & Anxieties
      • Convince People Of The Benefits Of Doing Business With You as Well as Your Product Or Service
    • Negotiate
      • Work Out Issues Keeping People From Buying
      • Identify Objections Or Issues
      • Get Agreement People Are Interested In Working Them Out
      • Show How Benefits Outweigh Costs
      • Ask For People’s Opinions & Solutions
    • Closing
      • Asking for a Decision at The Right Time
      • What Do You do If You Can’t close
      • Go Back & Evaluate, You Missed Something
    • How to Communicate With Different People
      • Ever Notice That People Just Don’t Think Alike!
      S-2
      • Give Two People The Same Set Of Facts Or Information & There’s A Good Chance You’ll Get Two Different Interpretations
      • Different Things Motivate Us
      • If We Can Identify Those Differences & Adjust To Them You’ll Be Much Better At Communicating With People
      How To Communicate with Different People
    • T ALKERS
      • Social Types Who Enjoy People
      • Upbeat, Enthusiastic
      • High Energy
      • Easy To Approach & Gain Rapport With
      • Usually Easy To Like
      • Like Telling Jokes & Talking To People
      • Life Of The Party-type People
      • Friendships & Emotional Sharing Are Important To Them
      • Are Not Good With Paperwork, Details Or Follow-up
      • Their Environments Or Cars Tend To Be Cluttered
      • They Like The Spotlight & Things That Bring Them Recognition
      • Usually Dress Well, Possibly Even Flashy
      • Body Language Tends to Be Animated Gestures Include:
      • Open Arms & Palms
      • Open Mouths
      • They May Have a Hard Time Holding Eye Contact During Conversations
    • Selling Talkers
      • Develop Relationships With Them
      • Show a High Level Of Interest In Them
      • Entertain Them Socially
      • Play To Their Ego, Talk About How They’ll Get Credit Or Look Good
      • Talk About Others Who Are Customers
    • DOERS
      • Objective Is To Get Things Done
      • Demanding
      • Impulsive
      • Impatient
      • Energetic
      • Highly Competitive
      • Bottom-line Oriented
      • Achievement Driven
      • Type A Behavior
      • Make Decisions Quickly Once They Believe They Have All Of The Facts
      • Like Recognition & Power
      • Like To Be Right
      • Love To Give Advice To Others & Talk About Their Achievements
      • Generally Not Known For Their Warmth & Friendliness
      • Surrounded By Trophies, Awards, Plaques & Pictures With High Profile People
      • May Appear To Be Restless And Have Nervous Mannerisms
      • Steeple Or Drum Their Fingers
      • May Lean Back And Away From You While In Conversation
      • Tend To Punctuate The Air With Their Index Finger To Emphasize A Point
    • DOERS
      • Make Up A Large Percentage Of People In Management Positions .
    • Selling Doers
      • Show Interest In How They Got Where They Are Now
      • Minimize Features, Maximize Benefits
      • Take Care Of Details For Them
      • Give High Profile References
      • Stress Results, Bottom Line, Achievement
      • Honor Their Time Parameters
    • Plodders
      • Steady, Even-Tempered
      • Dependable
      • Like to do Their Jobs Well
      • Never to High or to Low
      • Need Stability and Security
      • Good Listeners
      • Slower Paced
      • Like To Talk About Hobbies, Interests, Family And Friends
      • Like Tried & True Things
      • Value Harmony
      • Don't Like Confrontation
      • Resist Change
      • Take Their Time making Decisions
    • PLODDERS
      • Plodders Make up About 40 to 50 % of the Population
    • Selling Plodders
      • Remove Risk
      • Understand, To Them Time Tested Is Better Than New And Improved
      • Stress Dependability, Reliability
      • Give Them Time & Space Do Not Push !
    • Controllers
      • Highly Organized Logical & Rational
      • Attention To Detail
      • High Need To Be Right
      • Want Specific Proof And Data Presented In a Logical Manner
      • Decisions Based On Facts And Figures, Not On Emotions
      • Environments Are Neat & Organized
      • Show Low Emotional Response
      • Conversations Center Around Methods & Functions
      • Folded Arms & Crossed Legs
      • Steeple Fingers
      • Motto: A Place For Everything And Everything In It’s Place
    • Selling Controllers
      • Sell Efficiency, Return On Investment, Long Term Value
      • Show Them How To Eliminate Waste
      • Give Proof Your Product/Service Works
      • Give Enough Facts & Detail To Satisfy Them
    • Write Down The Name of a Prospect, Family Member Or Close Friend. Think About The Four Personality Styles Than Describe That Persons:
      • Environment
      • Attitude
      • Pace
      • Tone Of Voice
      • What’s Their Personality Type
      • What Would Your Strategy Be To Sell Them
      • How Does Your Style Interact With Theirs
    • Points To Remember About Behavior Styles
      • Few People Conform To One Style Alone, Most Are A Combination Of Several. However They Will Usually Have One Dominant Behavior Style
      • Observe Pace, Tone, Attitude, Energy & Adapt
      • If Your In Telephone Sales Listen To The Volume, Energy Level & Speed Of Peoples Voices
      • Carefully Notice What People Choose To Bring Into Their Environments
      • Be Sensitive To How Close People Want You To Get
    • Behavior Styles Self-Evaluation Sheet
      • What’s Your Personality Style?
      • What Will You Now Do In Order To Better Understand Peoples Styles?
      • How Have You Conflicted With Peoples Styles In The Past?
      • What Main Point Will You Take Away From This Section
    • Approaching People or
      • Getting to Know You, Getting to Know All About You
      S-3
    • Approaching People
      • When Meeting People Always Assume They’re Busy With Their Own Activities
      • Why
      • They May Consciously or Unconsciously Resent Your Intrusion Into Their Busy Schedule
      • If You Approach People Correctly You Can Accomplish Four Things Which Will Help You Succeed
      • Break Their Preoccupation/Perception
      • Establish Rapport With Them
      • Put Them at Ease
      • Begin to Gain Their Trust
      • How Important Is It To Establish Trust & Rapport*
      • Where Trust and Rapport Are Weak, Any Selling Pressure Will Usually Be Perceived As Strong and Have a Negative Affect on Your Ability to Make a Sale
      • Were Trust and Rapport Are Strong, Selling Pressure Will Almost Always Appear Weak-Regardless of How Strong It Really Is
      • Direct Your Entire Focus Onto Your Prospect
      • Say To Yourself:
      • At This Moment This Is The Most Important Person In The World To Me
      • Beware of Preoccupations
      • Theirs as well as Yours
      • Be Observant, Notice Everything About Them & Their Environments Things Like:
      • Pictures, Trophies, Hobbies
      • How They Dress
      • Tone Of Voice, Pace, Mannerism & Gesture
      • Don’t Pull Out Sales Material Or Do Anything That Gives The Impression That You’re There Just To Sell Something.
      • Try To Appear Comfortable And At Ease But Not To Familiar Or Casual
      • Try To Match Their Pace & Tone Of Voice
      • Don’t Invade Their Space
      • Get Them Talking about Themselves
      • Everyone Has Something They’re Proud Of, Something They Like To Talk About
      • Its Important To Engage In Small Talk In Your Approach, Try To Gear Your Small Talk To The Type Of Person Your With
      • Ask Non-threatening Open Ended Questions
      • Gradually Work Your Way Into Non-threatening Open Ended Job Related Questions
      • Think About Starting With An Approach Qualifying Question
      • I Have A Lot Of Customers I Work With Who Enjoy The Benefits Of Doing Business With ________. I Don’t Know If We Can Help You But If You Don’t Mind I’d Like To Ask You Some Questions To Try & Determine If We Can Be Of Assistance To You
      • Use Open Ended Questions
      • Open Ended Questions Call for Explanations, and Usually Begin With One of These Six Words:
      • WHO
      • WHAT
      • WHERE
      • WHEN
      • WHY
      • HOW
    • Examples
      • How Long Have You Been With The Company
      • What Did You Do Before You Moved Into Your Current Position
      • What Is Your Companies Primary Market Focus
      • How Has Your Business Changed
      • What Are You Unhappy About With Your Current Vendor
      • What Factors Contributed Most To Your Overall Success
      • Hold Eye Contact & Try To Listen To How They Feel
      • Focus Your Eyes Onto The Eyes Of The Person You’re Talking To, This Does Two Things:
      • It Plugs You Into Them Allowing You To Better Receive Feelings & Emotions
      • Causes You To Make A Much Greater Impact On The Other Person
      • We Must Not Only Hear What They Say, But How They Say It
      • When People Sense That You Care about How They Feel, They Will Often Drop Their Defenses And Let You In
      • A Study Done by Dr. Albert Mehrabian Found That:
      • 7% Of Communications Effectiveness Is Verbal- WORDS ONLY
      • 38% Of Communication Effectiveness Is Vocal- TONE OF VOICE
      • 55% Of Communication Effectiveness Is Non-Verbal- GESTURES & MOVEMENTS
      • When People Start Telling You About Themselves, They Typically Begin To Relax And You Start To Establish Rapport
      • As They Drop Their Defenses They Begin To Warm Up To You
      • When They Like You They Want To Trust You
      • When They Like And Trust You They Want To Buy From You
    • Approaching People
      • Remember: That Unless People Feel Comfortable With You And Trust You There’s Usually No Sense Going Any Further In The Sales Process
      • If Their Attitude Or Body Language Says It’s Time For You To Go , Thank Them Nicely And Ask Permission To Contact Them Again Sometime.
      • Remember:
      • Rapport Is Established Much Faster When You Get People Talking
      • Spend 80% Of The Time Listening & 20% Of The Time Talking
      • Most People Are Going To Be Preoccupied Or Defensive When You Approach Them.
      • Take Pressure Off People Rather Than Putting It On Them
      • Try Not To Give The Appearance You’re There Just To Sell Them Something
      • Lots Of Selling Takes Place In The Approach
      • Impressions Can Be Formed During The Approach Which Could Last For Years
      • As Many As 11 Different Impressions Can Be Formed in the First 7 Seconds of Contact
      • Can You Be Trusted
      • Can They Depend on You
      • How You Perceive Them
      • How They Believe You Perceive Yourself
      • Do They Want to Do Business With Us
    • How Do We Know What They Want?
      • INTERVIEW
      S-4
      • Take A Moment And Think Of A Person From Whom You Like To Buy & The Reasons You Like To Buy From Them
      • Now Think Of A Person You Don’t Like To Buy From & The Reasons Why
      • Ask Yourself This Question:
      • Have You Ever Felt Someone Had A Need That They Didn’t Think They Had
      • Self-Actualization
      • Self-Esteem
      • Love & Belonging
      • Safety & Security
      • Survival
      Pyramid of Needs
      • Why Do We Interview:
      • To Identify, Clarify, And Get People To Admit Their Needs
      • If The Interview Is Done Properly All Other Steps Will Usually Fall Into Place
      • The Interview Step Is The Most Important Of The Six Steps.
      • The Close Is Influenced More By The Interview Than By Any Other Step
      • What Type Of Information Do You Want To Gather During Your Interview:
      • How Did They Come to Call You
      • What Are Their Expectations/What do They Know
      • What/Who They’ve Been Using
      • What Problem Do They Want To Solve
      • What’s Their Price Range
      • What’s Their Level Of Interest
      • Who Will Be Involved In The Decision
      • Have Permission To Proceed With The Interview
      • Have Questions Prepared To Ask Your Prospect And Write Down Their Answers
      • As During the Approach Try Not to Pull Out Literature Or Products During The Interview
      • Examples:
      • How Did You Come To Call Us
      • What Was It That Made You Decide To Invest In a Home Security System
      • What Do You Know About Our Company
      • How Much Do You Know About Home Security Systems
      • How Much Were You Planning On Investing In The System
      • Who Else Will Be Involved In This Process
    • Conducting an Interview
      • Let The Customer Explain To You What They Think They Want
      • Remember It’s Your Responsibility To Educate The Customer About Property Protection & Life Safety As Well As Deal With Many False Expectations People Usually Have About Security Systems
      • Talk to Them About Areas Of Probable Entry
      • Explain Where Devices Will Be Installed As Well As How They Function
      • This Information Should Be In Your Proposal Along With The Part # And The Installed Cost Of Each Device
      • Listen & Try To Paraphrase Important Points & Then Write Them Down
      • As People Verbalize Information About Their Needs, It’s Important to Occasionally Summarize Important Points of Information Back to Them
      • Paraphrasing Lets People Know That You Listened to Them & Understood What They Told You
      • Identify Dominant Needs & Get Their Agreement
      • Once You Feel You Have Enough Information & Understand What They Need, Begin To Prioritize
      • Get Agreement On Things They Indicate Are Important To Them
      • Use Phrases Like: If I Understand You Correctly You Said That-----
      • I Can See Why That’s Important To You
      • Statements Like These Show You’re Interested As Well As Help Clarify What They Say The Want
      • Never Proceed With A Sales Presentation Until A Person Has Admitted A Need And A Desire To Seek A Solution
      • You Can Listen A Person Into Buying Faster Than You Can Talk Them Into It
      • Remember This Statement:
      • If I Tell Them They may Doubt It, If They Say It, It must be true
    • How Will You Know When You’re Done Interviewing
      • You’ve Established That They Have A Problem Which You Can Help Them With
      • They’ve Admitted A Desire To Solve Their Problem
      • You Have All Of The Information You Need To Put Together A Plan To Solve Their Problems
      • They Have Agreed To A Demonstration
    • How Do They Know What It Does
      • Demonstrate
      • In This Section We’ll Talk About Techniques & Ideas That Can Help You Increase The Effectiveness And Impact Of Your Demonstrations
      S-5
      • Do You Agree With This Statement:
      • The Purpose of A Demonstration or Presentation Is To Show or Tell People About Your Product or Service And It’s Features
      • The Purpose of A Demonstration or Presentation Is To Show or Tell People How You Can Help Fill A Need They’ve Admitted Having
      • Don’t Tell Your Customers What Your Product Is, Tell Them About What It Will Do For Them
      • What is A Demonstration
      • It’s Presenting A Solution To Someone’s Need Or Problem
      • It Can Be Done As A Formal Presentation With Statistics, Charts Or Graphics
      • As A Product Demonstration
      • Verbally By Getting Across The Idea Of How You Can Fill A Need Or Fix A Problem
      • The Most Effective Demonstration Is A Process Where You & Your Customer Do Something Together That Helps Them Understand Your Product
      • What is a Dominant Buying Motive
      • It’s The Major Reason Why Someone Buys Something?
      • Pride Of Ownership
      • Profit
      • Pleasure
      • Peace Of Mind
      • Things To Consider:
      • Like Personality Styles, People Usually Have A Combination Of Dominant Buying Motives
      • People In An Organization Will Often Have Different Motives When Buying The Same Product
      • Always Try To Determine Who Has The Strongest Voice In Making A Group Decision
      • Don’t Make The Mistake Of Selling To One Person And Not Giving Enough Attention To Others Input And Feelings
      • Dominant Needs
      • Remember What The Customer Told You In The Approach And Interview
      • Remember Your Interview And Use Key Statements To Confirm What People Told You Was Important To Them:
      • If I Understood You Correctly--------
      • You Indicated To Me That---------
      • Show Them How Your Product Or Service Will Fill Their Need Or Solve Their Problem
      • Get People Involved
      • Give Logical Reasons To Buy Even Though Often It’s Emotion Which Triggers A Sale
      • Logic Is Our Justification For Buying
      • Watch The Body: Look For Signs Of Interest Or Boredom, Try To Mirror & Match, Be Aware Of Peoples Space
      • Focus You Attention Where You Want Them To Focus
      • Try To Get Them Visualizing What Your Saying By using Phrases Like, “ What This Means To You!”
    • Feature Benefit Conversions
      • Take A Few Moments And Write Down Some Of The Features Of Your Product Or Service
      • Then Beside Each Feature Explain What the Benefit To The Customer Will Be
      • When You Do Feature Benefit Conversion Try Using These Six Words:
      • What This Means To You Is!
      • Avoid Talking Price, Try & Establish What Best Fills Their Need
      • “ How Much Does It Cost?” Is Usually One Of The First Questions Out Of The Customers Mouth
      • Try To Hold Off Discussing Price Until After The Demonstration
      • If You Can’t, Try Using This Statement:
      • I Know The Price Is Important To You
      • And I’m Sure You’re Looking For The Best Price Possible.
      • However I Would Like To Establish What You’re Looking For As Well As What Best Fills Your Needs
      • Than I’ll Be More Than Happy to Discuss Price With you
      • Emphasize Value
      • The First Person You Must Sell Is Yourself.
      • It Is The Salesperson’s Job To Build Value In The Product They Sell.
      • If You Don’t Believe Your Product Is Worth The Price You Can’t Expect The Customer Too.
      • Things To Think About When Talking Price
      • Look Them In The Eye
      • Don't Hesitate, Tell Them The Price Of Your Product Confidently
      • Try Not To Use The Word Price , Cost Is Better Investment Is Best
      • Use Comparisons, Translate The Cost Into Value To Them
      • Ask For Their Reactions Feeling & Opinions
      • It’s Very Important to Get Feedback From Your Customers, Use Demonstration response Questions:
      • How Do You Feel About This?
      • How Important Is This to You?
      • What Do You Like Most About What I’ve Shown You?
      • Was There Anything You Didn’t Like?
    • Suggestions for an Effective Demonstration
      • Appeal To As Many Senses As Possible
      • Always Get People Involved
      • Don’t Bore People With Features That Interest You, But Are Not Important To Them
      • People Often Buy For Emotional Reasons
      • Ask Demonstration Response Questions
      • People Buy End Results Not Features
      • Try To Gear Your Presentation To Their Personality
      • A Demonstration Is Something You Do With The Prospect That Shows Them How Your Product Will Fill Their Needs
    • WHAT DID I DO WRONG ? S-6
      • Have You Ever Been on a Sales Call and Your Trying to Close the Sale, But It Just Doesn't Seem to be Going Well ?
    • What Is Validation ?
      • Validation Is Doing Things That Cause Your Customer to Believe and Trust You.
      • There Are Three Things Which We Must Always Validate:
      • Ourselves
      • Our Company
      • Our Product or Service
      • Validation Is Not A Separate Step It’s An Ongoing Process !
    • Validation
      • Validation Begins When We Make Our First Contact With the Customer and Continues for As Long As That Person Is a Customer
      • Emotions Are Very Important In The Validation Process
      • Our Persuasive Ability Is Much Greater When People Trust Us And Believe We Are Sincere In Our Desire To Understand Their Problems
    • Understand Customer Apprehension
      • Apprehension Is a Significant Inhibitors In The Sales Process, There Are Three Times It Usually Enters Into The Picture.
      • When We Approach People: What Can I Expect & How Will I Handle It
      • Just Before A Buying Decision: What Risks Am I Taking Or What If I Make A Bad Decision
      • After A Commitment To Buy: Oh Boy What Have I Done
      • Always Follow Through On Your Commitments!
      • One of the Quickest Ways to Lose Someone's Trust Is by Not Following Through on Your Commitments
      • If There Are Others In Your Company Involved In The Process Follow-up With Them And Make Sure They Did What You Asked Of Them
      • Tell The Customer What To Expect
      • Identify Who’ll Be Keeping The Appointment
      • Type Of Vehicle They’ll be Driving
      • Kind Of Credentials Salesperson Will Have
      • Type of Things They’ll be Going Over
      When Setting Up The Appointment
      • At The Appointment Show Proof The Company Has All The Necessary Licenses To Install Security Systems in New Jersey
      • Talk to The Customer about Permits Which Will be Required Before Any Work Can Begin
      • Explain To The Customer What To Expect And How The Installation Will Proceed
      • Make Sure You Can Verify Facts You Make About Your Company *
      • Don’t be Afraid to Discuss Customer Rights
      • Talk about the Customers Right to Cancel With a Full Refund within 30 Days If the Installation is Not Started On The Agreed Date
      • Make Sure To Explain Right Of Recision To The Customer
      • Encourage The Customer To Contact The Division Of Consumer Affairs To Check On Your Company
      • Listen To What They Tell You They Want
      • If They've Told You That They Have X Dollars to Spend, Suggest a Solution That’s Realistic to Their Budget.
      • This Doesn't Mean You Shouldn't Make Suggestions, You Are In Fact A Security Consultant And You’re There To Counsel Them
      • Security Systems Protect Lives As Well As Property And Customers Lives May Depend On The Design Of The System You Sell Them
      • Offer Proof & Evidence
      • As A Security Consultant It Important To Establish a high level of Credibility With The Customer
      • Use Whatever Is Available to Validate Your- Self, Your Company, and Your Product
      • Proof Of Indus. Training & Certifications
      • Industry Experience
      • Articles About Your Company or a Product
      • Third Party Letters
      • Association Memberships
      • Mutual Acquaintances or Industry Associates
      • Welcome & Understand Customer Objections
      • Don’t Attempt To Overcome Objections By Arguing
      • Don’t Try To Prove People Wrong
      • Fact: It’s Much Harder For Someone To Fight You When You Tell Them That You Understand Them
      • Fact: People Will Give In A Lot Easier Once They Believe That You Understand And Appreciate How They Feel
      • Fact: Being Understood Is One Of The Biggest Needs People Have
      • Try Using These Three Words to Deal With Peoples Objections
      • I Understand How You Feel….
      • I’ve Had Other Customers That Have Felt….
      • Until They Found That….
      • Can You Give Me An Example Of How You Could Use Feel, Felt, Found
    • How Will You Know When Your Done Validating
      • People Are Open & Trust You
      • They Have Confidence In You Organization
      • They’re Willing To Freely Give You Information
      • They Have Made A Decision That You’re The Kind Of Person They Want To Do Business With
      • You’re Never Done Validating
    • Things to Remember When Validating
      • People Trust What You Say When They Trust You
      • Sincerity & Genuine Interest In Helping People Are The Strongest Form Of Validation
      • Always Follow-up and Do What You Say You’ll Do
      • Going For A Close To Quickly Or Strongly Tends To Harm The Validation Process
      • Use Referrals As Well As Evidence & Testimonials
      • Be Careful About Making Absolute Statements
      • Remember The Three Fear Points
    • Negotiation
      • Do You Want to Win
      OR MAKE SALES S-7
    • What is a Negotiation
      • A Mind Game Between Two People, Each Trying To Outsmart The Other
      • Manipulation So That You Can Get What You Want
      • A Contest Where Someone Wins & Someone Loses
      • Negotiation: Is Identifying Issues That Are Keeping People From Buying
      • It’s About Finding Solutions, Removing Issues & Creating Win-win Situations
      • Everyone Should Leave Feeling Like They Got What They Wanted
      • If You View It As A Contest You’ll Almost Surely Kill Your Chances Of Making A Sale
      • This Type Of Mentality Will Always Bring Your Ego And Emotions Into The Process.
      • Defensiveness Will Occur, Logic Goes Out The Window, And There’s A Good Chance You’ll Blow The Sale!
      • It’s During Negotiations That a Large Percentage Of Sales Are Sabotaged
      • Find Out What Concerns Or Objections Remain
      • Use Trial Close Questions To Determine If The Prospect Has Any Objections, As Well As To Assess Their Readiness To Purchase Your Product
      • Accept These Concerns In A Positive Manner & Show Your Genuine Desire To Understand These Concerns
      • Verbalize Your Understanding And Express Appreciation For Their Honesty
      • A Trial Close Question Is Different Than A Closing Question.
      • It asks for an Opinion, Not a Decision.
      • Trial Close Questions Offer Three Advantages:
      • They Minimize The Risk Of Customers Saying No
      • They Help Identify Hidden Objections
      • They Conceal Closing Efforts
      • Trial Close Questions Can Be Asked At Any Point Once You’ve Identified Needs & Demonstrated Solutions
    • Trial Close Questions
      • Do You Think What I’ve Shown You Will Fill Your Needs
      • If Price Alone Weren't An Issue, Would You Be Happy With What You’ve Seen
      • I Can See That Your Interested In What I’ve Shown You. On A Scale Of 1 To 10 How Do You Feel It Fills Your Needs
      • What Did You Like Best About What I’ve Shown You
      • Are We Doing The First Floor Windows Or Just The Ones In The Basement
      • Have You Decided Whether You’ll Want The System With Two Keypads Or Three
      • Did You Want The System With or Without Cell Backup
      Trial Close Questions
      • Identify & Isolate The Primary Objection
      • What’s the Real Reason They Won’t Buy
      • Identify It and Get Confirmation
      • Try Using This Phrase: If I Understand You Correctly Your Primary Objection Is….
      • If at this Point You Encounter Indecision Or Strong Objections Chances Are You Have One Or More Of These Issues:
      • They Don’t Really Perceive Having A Need Or You Didn’t Understand & Qualify What Their Need Was
      • They Aren’t Really Looking For A Solution Or You Haven’t Shown Them What They Think They Need
      • They Don’t Have Confidence In You Or They Have Loyalties Or Agendas You Never Understood
      • You Most Likely Don’t Have A Closing Problem, More Likely you Missed Something During One Of You Steps
    • How You’ll Know When You’re Done Negotiating
      • You Understand Their Problems, Objections & Concerns
      • They’ve Agreed That They Want To Work Things Out
      • You’ve Gotten All Negative Thoughts & Feelings To The Surface
      • You’ve Shown Them Solutions To Their Problems
      • To Close or Not to Close
      S-8
      • What Is Closing
      • Closing Is Simply Asking For A Decision When You Feel A Person Maybe Ready To Say “Yes”
      • It’s The Natural Conclusion When All Of The Previous Steps Have Been Completed
      • If You’ve Gained Trust
      • Identified Needs
      • Demonstrated Solutions
      • Proven Your Claims
      • Agreed On Terms
      • Closing Should Be A Natural Action
      • If People Are Not Ready To Close We Must Realize We Haven’t Completed One Of The Previous Steps
      • At This Point You Must Determine Which Of The Previous Steps You Failed To Complete
      • Everyone Makes A Difference
      • Nobody Can Prevent You From Choosing To Be Exceptional
      • There Are No Unimportant Jobs, Just People Who Feel Unimportant Doing Their Jobs
      • Do Common Things Uncommonly Well
      • Success Is Built On Relationships
      Some Important Thing to think about
      • The
      • End