Advanced Professional Selling Skills By Tom Shay

Tom Shay, CSP Certified Speaking Professional

So, who are you?
Who is your competition?
What do they sell?
What do you sell?
www.profitsplus.org

There exists a sound barrier
You speak at 150 wpm
They hear at 500 wpm
www.profitsplus.org 150 500

Questions are the key
Questions allow you the time to think
Questions require the customer to inform you
www.profitsplus.org

We say:
This has a 6 year warranty.
The quality is well worth the price.
All you have to do is keep it clean.
What kind of statements are these?
How can we change them?
www.profitsplus.org

Improving your questions
Improve – Identify multi-meaning information
State – Repeat the information with your definition
www.profitsplus.org

Improving your questions
Target – Get the confirmation of your definition
Extras – Additional information their response gives
www.profitsplus.org

We want to:
Listen with the intent to understand, rather than with the intent to respond.
- Stephen Covey
www.profitsplus.org

Adding the subtle touch to the questions
Distance
Body language
Individual connection
www.profitsplus.org

Making “Up close and personal” work for you
Public area – more than 12’ apart
Smiling
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Social – 4’ to 12’
“ Hello”, “Good Morning”,
Engage in conversation
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Personal – 18” – 4’
Demonstrate merchandise
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Intimate – 6” – 18”
Handshake, shoulder/arm touch
www.profitsplus.org

How do we most communicate?
8% Words we choose
37% Tone of our voice
55% Body language
www.profitsplus.org

What you are doing speaks so loud …
I am open
Unbutton coat, open hand, arms at sides
I am willing to cooperate
Open hands, hand to face gestures, upper body in sprinter’s position
www.profitsplus.org

I am confident
Steepled hands, hands behind back, back stiffened, hands in coat pockets with thumbs out
www.profitsplus.org

www.profitsplus.org

I am defensive
Buttoned coat, arms crossed, sideways glance, rubbing eyes or nose, drawing away
www.profitsplus.org

I am insecure
Pinching flesh, chewing pen, thumb over thumb, fingernail biting
www.profitsplus.org

I am nervous
Clear throat, “whew”, whistle, smoke, cover mouth, tugging ears, wringing hands
www.profitsplus.org

I am frustrated
Clinched hands, wringing hands, fist like gestures, pointing index finger, rubbing hand through hair or on back of neck
www.profitsplus.org

Personal appearance suggestions
Attire
Color schemes in clothing
Hair and makeup
Jewelry
Pen
www.profitsplus.org

What about their body language?
Rubbing their chin
Scratching their head
Concentrating on merchandise
Showing merchandise to someone else
www.profitsplus.org

Listening more intently
Checking purse or wallet
Asking for clarification of your statement
Asking payment or installation time
www.profitsplus.org

Are there any extra charges?
What charge cards do you accept?
Will this go on sale soon?
My spouse will kill me for this.
www.profitsplus.org

The postcard technique www.profitsplus.org Future business 123 Easy Street This town, 31361 You Small business experts Down the street Your town, 31361

The postcard technique
3 days after installation Was it installed as you expected?
1 month Does it still have that new smell?
3 months Who has noticed what you have done?
www.profitsplus.org 3 1361 3 1 361 31 3 61

6 months after installation Who have you shown our work to?
1 year after installation Who have you told about our work for you?
www.profitsplus.org 313 6 1 3136 1

Contact annually, and when you think they will start the decision process for another purchase
www.profitsplus.org

Again, the 3 questions...
What do they sell?
What do you sell?
The answers that only a master can give!
www.profitsplus.org

The answers that only a master can give!
If you are unique, you have no competition!
What do they sell?
Goods and services
What do you sell?
Yourself
The business
Goods and services
www.profitsplus.org

Nobody cares how much you know, Until they know how much you care ! www.profitsplus.org

www.profitsplus.org Final Note
This presentation will be specialized to your industry and your attendees’ specific needs.
For more information about having Tom present for you, contact us at (727)464-2182 or visit our website: www.profitsplus.org

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Advanced Professional Selling Skills By Tom Shay

by Tom Shay on Aug 05, 2008

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