Selling Skills
Meet Mr. SalesCoach! Look out for his Success Tips through  Selling Skills
How Are You Doing It?
Stakeholders Customers YOU Organization
Benefits To You <ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ ...
Benefits To Customer <ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>______...
Benefits To Organization <ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__...
PAMPECS  – Key To Success <ul><li>P rospecting </li></ul><ul><li>A pproach </li></ul><ul><li>M eeting </li></ul><ul><li>P ...
Sales Process Chart Approach Prospecting Meeting Elaborate Closing Generate Referrals   Servicing Objection Handling Intro...
Approach Prospecting Meeting Elaborate Closing Generate Referrals   Servicing Objection Handling Introduction Probing Sale...
<ul><li>N </li></ul><ul><li>Need </li></ul>O Opportunity P Proposition P Payment capacity Can’t afford lumpsum payment, lo...
Categorizing Prospects Description Category NOPP + General prospects. I will decide later when to meet. 4 NOPP + Prospects...
Categorizing Prospects <ul><li>Maintain a database based on categories </li></ul><ul><li>Add  all the names  and keep upda...
Approach Prospecting Meeting Elaborate Closing Generate Referrals   Servicing Objection Handling Introduction Probing Sale...
Approach Approaching Potential Customers (Will be discussed in Meeting section) Telephone Feel, felt, found LRAC Face to f...
Telecalling <ul><li>Purpose of a call is to take appointment and not to sell on phone </li></ul><ul><li>Can be done to any...
Hints for Telecalling <ul><li>What’s the best time for this activity… </li></ul><ul><li>How to introduce myself… </li></ul...
Hints for Telecalling <ul><li>Right Mind Set </li></ul><ul><li>+ </li></ul><ul><li>Positive Attitude </li></ul><ul><li>+ =...
Telephone: Objection Handling <ul><li>Feel Felt Found </li></ul><ul><ul><li>“ I can understand how you ‘Feel’ </li></ul></...
Role Plays <ul><li>Your trainer will share the outline of this activity </li></ul><ul><li>Please follow it carefully to ma...
Approach Prospecting Meeting Elaborate Closing Generate Referrals   Servicing Objection Handling Introduction Probing Sale...
Meeting Prospect <ul><li>Is it advisable to start directly with product  sell?! </li></ul><ul><li>Good opening leads to ‘b...
Meeting : Techniques <ul><li>4x20  </li></ul><ul><ul><li>20 inches of your attire (Head downwards) </li></ul></ul><ul><ul>...
Attention Grabbers <ul><li>At times it may not be possible with an Introduction </li></ul><ul><li>OR if you are looking at...
Role Plays <ul><li>Your trainer will share the outline of this activity </li></ul><ul><li>Please follow it carefully to ma...
Approach Prospecting Meeting Elaborate Closing Generate Referrals   Servicing Objection Handling Introduction Probing Sale...
Lets Play A Game! <ul><li>Trainer will decide the name of a hero but will not share it. The class has to figure out this n...
Benefits of Elaboration <ul><li>Product is offered based on info given by the customer – only way to get it – is  ASK.  </...
Probing Questions Ask and you shall get it! Confirmation Questions:  (to handle objections) e.g. ‘Sir you mentioned that y...
Role Plays <ul><li>Your trainer will share the outline of this activity </li></ul><ul><li>Please follow it carefully to ma...
Approach Prospecting Meeting Elaborate Closing Generate Referrals   Servicing Objection Handling Services Menu card Probin...
Why Elaborate <ul><li>Essential step to ensure that client understands the design of the product and his options </li></ul...
Approach Prospecting Meeting Elaborate Closing Generate Referrals   Servicing Objection Handling Services Menu card Probin...
What is an Objection? <ul><li>There are different views on Objection: </li></ul><ul><li>An objection is a concern that for...
Why customers raise Objections? <ul><li>Need for more information  </li></ul><ul><li>Voicing concern and seeking comfort <...
Why customers raise Objections? <ul><li>When it comes to financial products </li></ul><ul><li>Wrong ideas / notions / misu...
Different Customers Different Objections
Types of Customers… <ul><li>Business – like  </li></ul><ul><li>Knowledgeable </li></ul><ul><li>Friendly  </li></ul><ul><li...
Technique  ART ACC & <ul><li>A ccept it (in your mind) </li></ul><ul><li>R estate / Rephrase it </li></ul><ul><li>T hink a...
Product Features  Explanation of the working of the features  (IT DOES) Benefits that the prospect would  derive due to th...
Approach Prospecting Meeting Elaborate Closing Generate Referrals   Servicing Objection Handling Introduction Probing Sale...
Global Research… <ul><li>68%  of Sellers Canada have found closing better when they met up with prospects at their Residen...
How Many Times Do  I ASK? <ul><li>Zig Ziglar on Selling: </li></ul><ul><ul><li>46% ask ONCE and quit </li></ul></ul><ul><u...
Types of Closes… <ul><li>Hot Button Close </li></ul><ul><li>Objection close </li></ul><ul><li>Opinion close </li></ul><ul>...
Hot Button Close <ul><li>90% buying decisions are made on 10% features / advantages / benefits </li></ul><ul><li>Find the ...
Objection Close <ul><li>Take the objection and make it the reason to buy </li></ul><ul><ul><li>What if interest rates fluc...
Opinion Close <ul><li>After presenting the “solution” and matching with the need invite his OPINION </li></ul><ul><ul><li>...
Ben Franklin Close <ul><li>Write down at least 5 reasons how the Plan meets the Prospect’s Needs. </li></ul><ul><li>In the...
Summary Close <ul><li>Assuming that the Prospect is willing, start the process of documentation and seek his participation...
Door Knob Close <ul><li>With very stubborn Prospects, thank him for the time and just pack your bag and walk towards the d...
 
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Selling skills

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  • Use this slide to tell them that we are interested to know what steps they are following currently in the sales process. Trainer to give this situation with just 5 minutes to each participants. Ask them to write down on a separate piece of paper in their note pad and collect these pages. No need to write names. Steps: Collect all the papers. Read randomly the process written down there. Pick up the relevant steps and put them on the white board Mention that these are the current practices followed by all of us. Plot 4/5 such processes and stop. No need to read all of them. Go to next slide with appropriate pitch
  • Introduce the concept of ‘Stakeholders’ who are going to be benefited by following this approach. Unless it is beneficial to all concerned, it is of no use to follow a process that will benefit to any one or some of them at the cost of other stakeholders. The other stakeholders will try and effect the balance if any imbalance is happening.
  • Trainer to derive this from participants. You have to design a suitable pitch for this.
  • Trainer to derive this from participants. You have to design a suitable pitch for this.
  • Trainer to derive this from participants. You have to design a suitable pitch for this.
  • There are different views on Objections. Basically these views highlight what is the utility or usefulness of handling objections. Generate the discussion in class on each of these aspects and facilitate the process for class to emphasize meaning and importance of Objections and treating them carefully.
  • Discus in the class by asking leading questions like ‘Will all raise the same objections?” or “Are all customers behaving the same?” Learning: All the customers are not the same and we need to recognize this in our dealing with this. This means we need to change the way we deal with their objections. Learning 2: Another important learning is all the objections are not the same. There are different types of objections. Bring out these learning and establish the base that we need to know different type of customers as well as different types of objections.
  • Selling skills

    1. 1. Selling Skills
    2. 2. Meet Mr. SalesCoach! Look out for his Success Tips through Selling Skills
    3. 3. How Are You Doing It?
    4. 4. Stakeholders Customers YOU Organization
    5. 5. Benefits To You <ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul>
    6. 6. Benefits To Customer <ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul>
    7. 7. Benefits To Organization <ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul><ul><li>__________ </li></ul>
    8. 8. PAMPECS – Key To Success <ul><li>P rospecting </li></ul><ul><li>A pproach </li></ul><ul><li>M eeting </li></ul><ul><li>P resenting </li></ul><ul><li>E laborate </li></ul><ul><li>C losing </li></ul><ul><li>S ervicing </li></ul>PAMPECS gives you Easier Sales,
    9. 9. Sales Process Chart Approach Prospecting Meeting Elaborate Closing Generate Referrals Servicing Objection Handling Introduction Probing
    10. 10. Approach Prospecting Meeting Elaborate Closing Generate Referrals Servicing Objection Handling Introduction Probing Sales Process Chart
    11. 11. <ul><li>N </li></ul><ul><li>Need </li></ul>O Opportunity P Proposition P Payment capacity Can’t afford lumpsum payment, looking for affordable means of finance or borrowing to build/ buy homes The proposition can attract adequate finance Long term borrowing contract hence client would look for relationship than merely a transaction Occupation and the general standard of living. Is he an HNI? What source of income? Nature of income (seasonal – regular etc) NOPP Analysis
    12. 12. Categorizing Prospects Description Category NOPP + General prospects. I will decide later when to meet. 4 NOPP + Prospects whom I will meet in next three weeks 3 NOPP + Prospects whom I will meet in next two weeks 2 NOPP + Prospects whom I will meet in this week itself 1
    13. 13. Categorizing Prospects <ul><li>Maintain a database based on categories </li></ul><ul><li>Add all the names and keep updating </li></ul><ul><li>Make it a regular habit! </li></ul>2                 3                 1 CAT 1/2/3/4 Common reference (if any) Approx Total Income Family details Occupation details Contact Nos Address Name – Age Sr. NO
    14. 14. Approach Prospecting Meeting Elaborate Closing Generate Referrals Servicing Objection Handling Introduction Probing Sales Process Chart
    15. 15. Approach Approaching Potential Customers (Will be discussed in Meeting section) Telephone Feel, felt, found LRAC Face to face 4x20 watch Menu Card
    16. 16. Telecalling <ul><li>Purpose of a call is to take appointment and not to sell on phone </li></ul><ul><li>Can be done to anyone </li></ul><ul><li>It’s a skill that can be mastered </li></ul><ul><li>Need not be in English only. Can be done in regional language </li></ul><ul><li>Increases your success rate </li></ul>
    17. 17. Hints for Telecalling <ul><li>What’s the best time for this activity… </li></ul><ul><li>How to introduce myself… </li></ul><ul><li>How do I open up the conversation… </li></ul><ul><li>What is two way choice… </li></ul><ul><li>How to close call gracefully… </li></ul>Attitude, Voice & Words Tip: Prepare & Practice a Script!!
    18. 18. Hints for Telecalling <ul><li>Right Mind Set </li></ul><ul><li>+ </li></ul><ul><li>Positive Attitude </li></ul><ul><li>+ = Result </li></ul><ul><li>Right Communication </li></ul><ul><li>+ </li></ul><ul><li>Correct Words </li></ul>
    19. 19. Telephone: Objection Handling <ul><li>Feel Felt Found </li></ul><ul><ul><li>“ I can understand how you ‘Feel’ </li></ul></ul><ul><ul><li>Many of my clients ‘Felt’ the same way before… </li></ul></ul><ul><ul><li>They ‘Found’ the benefits of my services” </li></ul></ul><ul><li>LRAC </li></ul><ul><ul><li>L isten </li></ul></ul><ul><ul><li>R estate / Rephrase </li></ul></ul><ul><ul><li>A nswer </li></ul></ul><ul><ul><li>C ontinue for appointment </li></ul></ul>
    20. 20. Role Plays <ul><li>Your trainer will share the outline of this activity </li></ul><ul><li>Please follow it carefully to master the technique </li></ul><ul><li>Give your best shot </li></ul><ul><li>Mistakes are welcome </li></ul><ul><li>Please adhere to given time frames </li></ul>
    21. 21. Approach Prospecting Meeting Elaborate Closing Generate Referrals Servicing Objection Handling Introduction Probing Sales Process Chart
    22. 22. Meeting Prospect <ul><li>Is it advisable to start directly with product sell?! </li></ul><ul><li>Good opening leads to ‘building a bridge’ with </li></ul><ul><li>prospect </li></ul><ul><li>Can be done in regional language as well </li></ul><ul><li>Chance to create ‘professional impression’ and </li></ul><ul><li>increase your success rate </li></ul>Well begun half done!
    23. 23. Meeting : Techniques <ul><li>4x20 </li></ul><ul><ul><li>20 inches of your attire (Head downwards) </li></ul></ul><ul><ul><li>20 things you notice in the place of customer </li></ul></ul><ul><ul><li>First 20 seconds of your interaction </li></ul></ul><ul><ul><li>First 20 words you speak </li></ul></ul><ul><li>Right Introduction </li></ul><ul><ul><li>Helps control the sales call </li></ul></ul><ul><ul><li>Avoids a lot of future objections </li></ul></ul><ul><ul><li>Sample Introduction – Role Plays </li></ul></ul>
    24. 24. Attention Grabbers <ul><li>At times it may not be possible with an Introduction </li></ul><ul><li>OR if you are looking at some more striking opening… </li></ul><ul><li>Try any one of the 4 attention grabbers or the one you think appropriate. </li></ul><ul><li>You need to handle it with care and technique </li></ul>
    25. 25. Role Plays <ul><li>Your trainer will share the outline of this activity </li></ul><ul><li>Please follow it carefully to master the technique </li></ul><ul><li>Give your best shot </li></ul><ul><li>Mistakes are welcome </li></ul><ul><li>Please adhere to given time frames </li></ul>
    26. 26. Approach Prospecting Meeting Elaborate Closing Generate Referrals Servicing Objection Handling Introduction Probing Sales Process Chart
    27. 27. Lets Play A Game! <ul><li>Trainer will decide the name of a hero but will not share it. The class has to figure out this name </li></ul><ul><li>The class collectively can ask only 25 questions (except one direct question on name!) to trainer. He will answer to the point only and not more. </li></ul><ul><li>2/3 participants (selected by trainer) will note down the questions asked </li></ul><ul><li>In all you have only 5 minutes to ask questions and guess the name </li></ul>‘ Guess the Hero’
    28. 28. Benefits of Elaboration <ul><li>Product is offered based on info given by the customer – only way to get it – is ASK. </li></ul><ul><li>Most successful sellers have a mantra: “Telling is not selling; asking right questions leads to Sale” </li></ul><ul><li>Focusing on ‘Need Based Selling’ helps customer to ‘see’ the needs clearly and builds ownership of the solution </li></ul><ul><li>Reduced objections – faster sales since customer is involved in process </li></ul><ul><li>Reduces defaults, easy referrals </li></ul>
    29. 29. Probing Questions Ask and you shall get it! Confirmation Questions: (to handle objections) e.g. ‘Sir you mentioned that you are looking at fixed interest rates looking at the market, am I right?
    30. 30. Role Plays <ul><li>Your trainer will share the outline of this activity </li></ul><ul><li>Please follow it carefully to master the technique </li></ul><ul><li>Give your best shot </li></ul><ul><li>Mistakes are welcome </li></ul><ul><li>Please adhere to given time frames </li></ul>
    31. 31. Approach Prospecting Meeting Elaborate Closing Generate Referrals Servicing Objection Handling Services Menu card Probing Sales Process Chart
    32. 32. Why Elaborate <ul><li>Essential step to ensure that client understands the design of the product and his options </li></ul><ul><li>Information collected using probing is used at this stage to offer the correct solution </li></ul><ul><li>Purpose is to ‘work out’ a solution using our products </li></ul><ul><li>Helps us in recommending ‘most appropriate’ solution to the customer’s requirements </li></ul><ul><li>Good elaboration prevents objections </li></ul>
    33. 33. Approach Prospecting Meeting Elaborate Closing Generate Referrals Servicing Objection Handling Services Menu card Probing Sales Process Chart
    34. 34. What is an Objection? <ul><li>There are different views on Objection: </li></ul><ul><li>An objection is a concern that forms an important part of sales process </li></ul><ul><li>An objection is a symptom of “Resistance to Sales” </li></ul><ul><li>Objection is a step towards understanding the customer better </li></ul>
    35. 35. Why customers raise Objections? <ul><li>Need for more information </li></ul><ul><li>Voicing concern and seeking comfort </li></ul><ul><li>Basic resistance to buy </li></ul><ul><li>May be as an excuse… </li></ul>
    36. 36. Why customers raise Objections? <ul><li>When it comes to financial products </li></ul><ul><li>Wrong ideas / notions / misunderstanding </li></ul><ul><li>Confusion with other Financial Instruments </li></ul><ul><li>Long Term Commitment </li></ul><ul><li>Earlier experiences!? </li></ul><ul><li>Any other? </li></ul>
    37. 37. Different Customers Different Objections
    38. 38. Types of Customers… <ul><li>Business – like </li></ul><ul><li>Knowledgeable </li></ul><ul><li>Friendly </li></ul><ul><li>Shy </li></ul><ul><li>Egoist </li></ul><ul><li>Hostile </li></ul><ul><li>Any other? </li></ul>Know the customer, know the objection
    39. 39. Technique ART ACC & <ul><li>A ccept it (in your mind) </li></ul><ul><li>R estate / Rephrase it </li></ul><ul><li>T hink about it </li></ul><ul><li>A nswer it </li></ul><ul><li>C onfirm with the customer </li></ul><ul><li>C lose (try to close) </li></ul>
    40. 40. Product Features Explanation of the working of the features (IT DOES) Benefits that the prospect would derive due to the advantages (FOR YOU) Advantages Features Benefits Use the FAB language
    41. 41. Approach Prospecting Meeting Elaborate Closing Generate Referrals Servicing Objection Handling Introduction Probing Sales Process Chart
    42. 42. Global Research… <ul><li>68% of Sellers Canada have found closing better when they met up with prospects at their Residences </li></ul><ul><li>26% of Sellers have found themselves Closing better at Clients office if the clients were from financial background </li></ul><ul><li>73% of Sellers have said that spouses had a role to play in Closing & in fact more persuasive </li></ul>
    43. 43. How Many Times Do I ASK? <ul><li>Zig Ziglar on Selling: </li></ul><ul><ul><li>46% ask ONCE and quit </li></ul></ul><ul><ul><li>24% ask TWICE before giving up </li></ul></ul><ul><ul><li>14% ask THIRD time </li></ul></ul><ul><ul><li>12% hang in there to make FOURTH attempt </li></ul></ul><ul><ul><li>96% QUIT after making 4 attempts to close </li></ul></ul><ul><ul><li>60% of all sales are made after fifth closing attempt </li></ul></ul><ul><ul><li>“ 4% Salesmen” make these 60% SALES! </li></ul></ul>Let us say ABC : Always Be Closing!!
    44. 44. Types of Closes… <ul><li>Hot Button Close </li></ul><ul><li>Objection close </li></ul><ul><li>Opinion close </li></ul><ul><li>Ben Franklin Close </li></ul><ul><li>Summary close </li></ul><ul><li>Door Knob close </li></ul>Let us say ABC : Always Be Closing!! List not exhaustive! Practice before use is necessary!
    45. 45. Hot Button Close <ul><li>90% buying decisions are made on 10% features / advantages / benefits </li></ul><ul><li>Find the Key Benefit, that your Prospect is “looking for” or has “appealed” him </li></ul><ul><li>Invite Objection – ask open ended neutral/leading questions </li></ul><ul><li>“ Question Skillfully” and “Listen Carefully” </li></ul>
    46. 46. Objection Close <ul><li>Take the objection and make it the reason to buy </li></ul><ul><ul><li>What if interest rates fluctuates abnormally </li></ul></ul><ul><ul><li>Foreclosure !!!!!!!!! </li></ul></ul>
    47. 47. Opinion Close <ul><li>After presenting the “solution” and matching with the need invite his OPINION </li></ul><ul><ul><li>“ Does this product now meets most of your needs?” </li></ul></ul><ul><ul><li>Keep seeking his consent while doing the elaboration </li></ul></ul>
    48. 48. Ben Franklin Close <ul><li>Write down at least 5 reasons how the Plan meets the Prospect’s Needs. </li></ul><ul><li>In the Process summarize every single feature, advantage and benefit of the Plan. </li></ul><ul><li>Invite client to balance it with ‘cons’ </li></ul><ul><li>Close using positive balance </li></ul>
    49. 49. Summary Close <ul><li>Assuming that the Prospect is willing, start the process of documentation and seek his participation : </li></ul><ul><li>‘ Mr X, as you were interested and we have discussed the product and the most viable options… can we go to the paperwork now? </li></ul>
    50. 50. Door Knob Close <ul><li>With very stubborn Prospects, thank him for the time and just pack your bag and walk towards the door. </li></ul><ul><li>Turn back and ask – Before leaving </li></ul><ul><ul><li>May I ask you 1 simple question that would help me in my profession? </li></ul></ul><ul><ul><li>What stopped you from buying this Plan? </li></ul></ul><ul><li>This is final and last effort to invite the key Objection </li></ul><ul><li>If you get it, you could make your day! </li></ul>
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