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NLP SALES 101   PRESENTED BY    DEAN EGANMASTER PRACTITIONER
RAPPORT OUTCOME THINKING  SENSORY ACUITY                       Critical to the Sale…BEHAVIOR FLEXIBILITY
The Buyer’s Outcome is Already In PlaceCustomer expectation = Customer outcomeNLP clarifies the outcomeBased on past exper...
No AssumptionsGood selling begins with understanding theprospects outcomeTreat every sales call as if that were the firsts...
The Three Phases of The Sales CallExactly where you are…Exactly where your customer / prospect is…Exactly what needs to be...
PERSONAL SELLINGPersonal selling is the two-way flow of communicationbetween a buyer or buyers and a seller - that is targ...
RELATIONSHIP SELLING                                                           ReliabilityThere are five quality dimension...
The Value AddedPersonal Selling adds value by:                      Educating & proving advice                      Save...
Personal Selling is an essential part ofan organizations……      Integrated Market Strategy
The Five Step Sales Process                                        Link the Need      Establish Rapport           Close th...
Step 1 – Establish RapportThe first step in building rapport …..                     Mirroring and Matching the person.Mat...
VAK Learning StylesThe VAK learning style uses the three main sensory receivers:Visual, Auditory, and Kinesthetic.        ...
Building Rapport Is the foundation for any meaningful interaction between two or more people. Is establishing an environme...
Mirroring and Matching  Is the key to establishing rapport.  Is the ability to enter another person’s world.  Is assuming ...
Step 2 – Ask QuestionsThe questions you ask should directly be related; to thespecific business of the other person.  “For...
Types of Questions       OPEN                 CLOSED                 FACT-FINDING    FEEDBACK                          FOL...
Step 3 – Find a Need  Establish a Need                          If there is a                                             ...
Step 4 – Link the Need At this point, you propose or suggest how your product or service will solve the problem that you u...
Step 5 – Close                          Handle ObjectionsFuture Pace               ClosingFire Reassurance Anchor   Answer...
NEGOTIATING/INFLUENCING Determine your outcome. Develop as many options as possible to achieve that  outcome. Identify ...
TACTICS Do not respond- counterproposal    Label suggestions and questions Mutual gain- win/win outcomes      Use “I” lang...
Handling Objections                           OPTIONS AFTER 5 MINUTES      IGNORE THEM          Move to other issues…    ...
The Meeting Format                           Explore Other Options Minimize Regularly Scheduled Meeting                   ...
OPENING THE MEETING          CLOSING THE MEETING1. Establish Rapport –        1. Summarize Outcome(s)Maintain Mutual Respe...
KNOWLEDGE REVIEWPersonal selling mediums include face-to-face, teleconference, on thephone and over the internet. TruePers...
Eight – Step Process                          Proposal Confirmation       Prospect List                                   ...
Buyer Behavior                                  Sources of InformationThe Decision – Making Process                       ...
Repeat Business = More Profits
KNOWLEDGE REVIEW There are three stages in the customer decision-making process. False The third stage in the customer dec...
UNDERSTANDING HUMAN COMMUNICATIONLinear Communication is a process involving a sender,a receiver, a message, and a channel...
Communicators are often in different environments. Thesedifferences cause disruption in the communication process.    Phys...
Choosing the Best Medium/Channel                                         Amount of                                        ...
Listening and Hearing Are Not the Same ThingHearing is the process in which sound waves strike theeardrum and cause vibrat...
Comparison of Communication Activities          Listening    Speaking        Reading        WritingLearned     First      ...
Vocal Communication vs. Nonvocal CommunicationVerbal Communication                       Nonverbal Communication    Spoken...
KNOWLEDGAE REVIEWThe Communication Process includes a ___________, a                                        sender________...
THE POWER OF PERSUASIONPersuasion is the process of motivating someone, throughcommunication, to change a particular belie...
Extroversion     Agreeableness           Conscientiousness                 Emotional Stability                       Openn...
Attitudes & Behaviors are Influenced by Personality   An individual’s personality influences a wide variety of attitudes a...
RECRUITING AND SELECTING SALES PROFESSIONALS  Hiring the Wrong Person     Talent Sourcing   Costs Involved:             Th...
Alternative Staffing    External RecruitingMethods                 Methods Telecommuting          Media sources Job sha...
Screening Process       Resume Review                         Conducting Effective Interviews          MAXIMIZE EFFICIENCY...
Candidate Testing                   Cognitive Ability Test                                            Integrity Tests  Psy...
Nondirective Interviews                                 Computer Based InterviewsStructured Interviews           TYPES OF ...
Hiring the “Right Person”            What personal traits and abilities          do successful sales people possess?    Pe...
Labor Market AnalysisEconomic Indicators       Industry Activity Unemployment rate        Industry situation Occupation...
Total Rewards PackagesMonetary Compensation     Non-Monetary Compensation Cash compensation        Intrinsic rewards 40...
The magic of selling with NLP
The magic of selling with NLP
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The magic of selling with NLP

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The magic of selling with NLP

  1. 1. NLP SALES 101 PRESENTED BY DEAN EGANMASTER PRACTITIONER
  2. 2. RAPPORT OUTCOME THINKING SENSORY ACUITY Critical to the Sale…BEHAVIOR FLEXIBILITY
  3. 3. The Buyer’s Outcome is Already In PlaceCustomer expectation = Customer outcomeNLP clarifies the outcomeBased on past experiences of the customerPersonal for each individual beliefs, values, andattitudesThe reason to buy is subjective and internal
  4. 4. No AssumptionsGood selling begins with understanding theprospects outcomeTreat every sales call as if that were the firstsales callThe outcome can change from one sales call tothe nextYou must identify, and re-identify (theoutcome), on every call
  5. 5. The Three Phases of The Sales CallExactly where you are…Exactly where your customer / prospect is…Exactly what needs to be done to move the sale… You Will KnowThree Things at all Times
  6. 6. PERSONAL SELLINGPersonal selling is the two-way flow of communicationbetween a buyer or buyers and a seller - that is targeted atinfluencing the buyer to make a purchase. Face-to-Face Video Teleconferencing Telephone Internet
  7. 7. RELATIONSHIP SELLING ReliabilityThere are five quality dimensions…  Reliability Tangibles Responsiveness  Responsiveness Service Quality  Assurance Dimensions  Empathy  Tangibles Empathy Assurance
  8. 8. The Value AddedPersonal Selling adds value by:  Educating & proving advice  Saves the customer time  Simplifies the buying process  Makes things easier for the customer
  9. 9. Personal Selling is an essential part ofan organizations…… Integrated Market Strategy
  10. 10. The Five Step Sales Process Link the Need Establish Rapport Close the Sale Ask Questions Find a Need
  11. 11. Step 1 – Establish RapportThe first step in building rapport ….. Mirroring and Matching the person.Match the person’s speech and physical appearance.Learn to identify the person’s modality of thought.
  12. 12. VAK Learning StylesThe VAK learning style uses the three main sensory receivers:Visual, Auditory, and Kinesthetic. Learning Style Description Visual seeing and reading Auditory listening and speaking Kinesthetic touching and doing
  13. 13. Building Rapport Is the foundation for any meaningful interaction between two or more people. Is establishing an environment of trust and understanding. To respect and honor the other person’s world.
  14. 14. Mirroring and Matching Is the key to establishing rapport. Is the ability to enter another person’s world. Is assuming a similar state of mind.Become more like the other person by matching andmirroring their behaviors, body language, voice, and words.
  15. 15. Step 2 – Ask QuestionsThe questions you ask should directly be related; to thespecific business of the other person. “For what purpose…” do you want this? What are you interested in? What do you do?
  16. 16. Types of Questions OPEN CLOSED FACT-FINDING FEEDBACK FOLLOW-UP
  17. 17. Step 3 – Find a Need Establish a Need If there is a no, then Establish Value STOP here. Propose a Solution Use the Conditional Close Tag Questions Remember the spinning plate’s analogy….
  18. 18. Step 4 – Link the Need At this point, you propose or suggest how your product or service will solve the problem that you uncovered earlier. Make a clear recommendation of how, but with as little detail as possible. Only tell the client enough to make it possible for them to purchase.
  19. 19. Step 5 – Close Handle ObjectionsFuture Pace ClosingFire Reassurance Anchor Answering the ObjectionGet Referrals Handling an Objection The Final Objection Close Re-Establish Value
  20. 20. NEGOTIATING/INFLUENCING Determine your outcome. Develop as many options as possible to achieve that outcome. Identify potential areas of agreement. Identify issues to be resolved and plan how to discuss them. Determine your best alternatives to an agreement. OPENING EXCHANGE CLOSING
  21. 21. TACTICS Do not respond- counterproposal Label suggestions and questions Mutual gain- win/win outcomes Use “I” language Avoid attack/defense exchanges State your reasons first Use “Negotiation Aikido” Make a proposal Anchor any and every state Anticipate objectives Avoid “irritators” Behavioral flexibility Glorify the options you favor Minimize the reasons Separate intent from behavior Test Understanding and Summarize Tell the Other Your Feelings Do Not Negotiate in Front of Other Team Members If you get stuck…
  22. 22. Handling Objections OPTIONS AFTER 5 MINUTES IGNORE THEM Move to other issues… Act as if we were in binding arbitration.. Act as if you were me… CLARIFY WITH POINTERS OPTIONS TO RESOLVE ExaggerateRESTATE & VALIDATE Conditional Close Acceptable Option Outframe
  23. 23. The Meeting Format Explore Other Options Minimize Regularly Scheduled Meeting Determine Outcome BEFORE THE MEETING Develop Evidence Procedure Establish Membership & Agenda Develop Options Meeting Place Sensory Check
  24. 24. OPENING THE MEETING CLOSING THE MEETING1. Establish Rapport – 1. Summarize Outcome(s)Maintain Mutual Respect 2. State Next Step – GO FOR IT!2. State the Outcomes –Evidence Procedure DISCUSSION3. Get Agreement – SmokeOut Hidden Agendas Relevancy The Meta Model4. Assign People Something “As If” & “What Would Happen If?”To Do – They Will Find Use Conditional CloseSomething Wandering Mind – Alert Them! Give Polarity – A Job To Do Conservative
  25. 25. KNOWLEDGE REVIEWPersonal selling mediums include face-to-face, teleconference, on thephone and over the internet. TruePersonal selling is, when a seller forces the buyer to purchase theirproduct or service. False “We have always done it like this”.Conservatives are people who say __________________________. Building Rapport__________ ___________ is the foundation for any meaningfulinteraction between two or more people.
  26. 26. Eight – Step Process Proposal Confirmation Prospect List Situation AnalysisDe – Brief Checklist TOOLS OF THE TRADE Client Questionnaire Site Survey Interview Checklist Opportunity Analysis
  27. 27. Buyer Behavior Sources of InformationThe Decision – Making Process Television1) Needs Recognition Co-Worker2) Information Search3) Evaluate Alternatives4) Making the Purchase Friend Internet5) Post – Purchase Evaluation Sister
  28. 28. Repeat Business = More Profits
  29. 29. KNOWLEDGE REVIEW There are three stages in the customer decision-making process. False The third stage in the customer decision-making process is the Purchase. False Focusing on current clients as a source for new business sales; is a waste of time and resources. False The Situational Analysis is a template that is given to the client; in an effort to capture more detailed preliminary information. False
  30. 30. UNDERSTANDING HUMAN COMMUNICATIONLinear Communication is a process involving a sender,a receiver, a message, and a channel or method ofcommunicating a message. 1. External/Physical 2. Physiological 3. Psychological
  31. 31. Communicators are often in different environments. Thesedifferences cause disruption in the communication process. Physical Location Personal Experiences Cultural Differences Age Differences Education Levels Personal Perspective
  32. 32. Choosing the Best Medium/Channel Amount of Effectiveness Feedback InformationMedium/Channel Contained in the for Detailed Consideration Messages MessageFace-to-Face Immediate Highest Weak Vocal, but notTelephone Immediate Weakest visual Vocal, but notVoice Mail Delayed Weak visual LowestE-Mail Delayed Better (text only) LowestInstant Messaging Immediate Weak (text only) Words,Hard Copy Delayed numbers, and Good(handwriting/typed) images.
  33. 33. Listening and Hearing Are Not the Same ThingHearing is the process in which sound waves strike theeardrum and cause vibrations that are transmitted to thebrain. Hearing Attending (paying attention) Understanding (making sense of the message) Organize information into recognizable form Responding (giving observable feedback) Remembering
  34. 34. Comparison of Communication Activities Listening Speaking Reading WritingLearned First Second Third Fourth Used Most Next to most Next to least Least Taught Least Next to least Next to most Most
  35. 35. Vocal Communication vs. Nonvocal CommunicationVerbal Communication Nonverbal Communication Spoken Words Tone of Voice Written Words Gestures Positive Nonverbal Actions Negative Nonverbal Behaviors  Maintain eye contact When the other person is talking it is rude to:  Show interest = smile Look away Check E-mail Nod head = understanding Negative body language;  Show interest = lean head down, flat tones forward Speaking too fast  Match tone of voice or too slow
  36. 36. KNOWLEDGAE REVIEWThe Communication Process includes a ___________, a sender____________, a _____________, and a ________________. receiver message channel/mediumThere are three types of noise that can interfere with effectivecommunication. True one-waySome types of mass communication flows in a _______________,linear manner, however most types of personal communication are two-way________________ exchanges.
  37. 37. THE POWER OF PERSUASIONPersuasion is the process of motivating someone, throughcommunication, to change a particular belief, attitude, orbehavior. Persuasion is not the same thing as coercion.Persuasion makes a listener want to think or act differently. Venus at the Level of the Cave, Kate Robinson 2001 Pyramid at the level of Mercury, Kate Robinson, 2001
  38. 38. Extroversion Agreeableness Conscientiousness Emotional Stability Openness to Experience
  39. 39. Attitudes & Behaviors are Influenced by Personality An individual’s personality influences a wide variety of attitudes and behaviors. Four that are of particular interest are: 1) Locus of Control 2) Authoritarianism 3) Machiavellianism 4) Problem-Solving Styles Locus of Control: The tendency to place the primary responsibility for one’s success or failure either within oneself (internally) or on outside forces (externally).
  40. 40. RECRUITING AND SELECTING SALES PROFESSIONALS Hiring the Wrong Person Talent Sourcing Costs Involved: Three Choices:  Training a replacement 1. Internal transfers or  Interviews salary promotions  Loss of customers 2. External hires  Low morale 3. Alternative staffing  Unemployment benefits methods  Potential lawsuit
  41. 41. Alternative Staffing External RecruitingMethods Methods Telecommuting  Media sources Job sharing  Internet job boards and Internship programs community sites Temporary worker  Company website On-call worker  Referrals Outsourcing  Job fairs
  42. 42. Screening Process Resume Review Conducting Effective Interviews MAXIMIZE EFFICIENCY Reference Checks Application Review
  43. 43. Candidate Testing Cognitive Ability Test Integrity Tests Psychomotor Assessment Tests PREDICT SUCCESS Aptitude Tests Physical Assessment Tests Personality Test
  44. 44. Nondirective Interviews Computer Based InterviewsStructured Interviews TYPES OF INTERVIEWS Stress InterviewsBehavioral Based Interviews Panel Interviews Directive Interviews
  45. 45. Hiring the “Right Person” What personal traits and abilities do successful sales people possess? Personality Resilience  Friendly  Does not take no for an answer  Sociable  Persistent  Enjoy people Self-Motivation  Likable  Motivated to get things done Optimism  Goal oriented  Looks for favorable side of Empathy events  Cares about their customers  Expects favorable outcomes  Focused on service quality
  46. 46. Labor Market AnalysisEconomic Indicators Industry Activity Unemployment rate  Industry situation Occupational outlook  Competitors’ activities Demographics Wages by area and Labor Market Categories occupation  Geographic Open positions  Technical/Professional Hiring statistics and skills terminations  Education
  47. 47. Total Rewards PackagesMonetary Compensation Non-Monetary Compensation Cash compensation  Intrinsic rewards 401(k) matching  Extrinsic rewards Medical care premiums Pension plans Paid time off Stock options ESOPs Incentive plans

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