Setting the context OPEN Explaining the context of the course in line with World Class Selling Video – Gerri Elliot Brain storm – 3 key messages
Call planning OPEN Introduction to the call planning template Milestones – primary and fall back objectives
Introduction to opening the call OPEN Why is it important? How can you go about it?
Leaving a voicemail OPEN Question in the voicemail Partial information Customer/partner insight Keeping track of messages
Effective call opening OPEN Attracting the customer or partner‟s attention Tips & techniques The „voice uniform‟ Getting past the gatekeeper Tips & techniques Build the relationship Generate interest Creation of a good opening statement
Gatekeepers – useful tips OPEN Names - Need to speak to... First Names – By using a first name - e.g. “Hi, could you connect me to Alex please?” – makes you sound like you already know the contact and gatekeeper may think you are a friend etc Language – Who are they speaking to? What kind of language would be appropriate? 001/007 – try changing the last three digits of the number, many MD‟s will choose either 001 or 007 as their number Different department – Sales, Accounts – most companies will transfer you happily to their sales department as to them it could be an opportunity for them to sell something
Gatekeepers – useful tips OPEN Voicemail/call backs – we will cover this at a later stage! Techno/Licence speak – sometimes gate keepers will be more accommodating in putting you through if they think they may cause a problem if they don‟t i.e. “I am calling up to speak to your IT manager regarding your current license agreement” “Can you help?” – very simple, we need help, why not just ask? Research – so important! Time of calls – what time of day are people most busy?
What‟s in it for the customer/partner? OPEN Creating initial interest Positioning your value to your customer/partner Presenting personal value statements Glimmers of value will give you permission to ask the Prove Value questions later in the call
Questioning skills PROBE Practising the art of understanding the customer or partner‟s current situation and needs Let‟s have a go! What is you questioning technique like? Use your questioning skills to ascertain what is on the card No cheating! Or peeking! Results of the exercise – how questions enable us to gain extra information The client wants to tell us but the wrong questions can lead to the wrong answers!
Present position questions PROBEat a glance PRESENT POSITION Definition - Finds out the customer/partner‟s current situation How many people do you employ? Impact – they are the least powerful questions. Most people ask too many – they need to be relevant and link to future questions TIP! Eliminate obvious questions by doing your homework in advance How can you link the questions?
Pain/Potential questions PROBEat a glance PAIN/POTENTIAL Definition – Probing about problems, issues or difficulties with current situation What prevents you from achieving that objective? What makes this operation difficult? Impact – more powerful than open questions. People ask more probing questions the more experienced they become at selling TIP! Think of your products and services in terms of the problems they solve for the buyers not in terms of the features and benefits
Impact questions PROBEat a glance IMPACT Definition – Asking about the consequences of effects of a buyers problems What effect does that problem have on the company‟s profitability? Could those difficulties add to additional costs? Impact – the most powerful questions. Top sales people ask lots of Impact questions TIP! There are the hardest to ask and depend on careful planning but most importantly LISTENING to the answers from Pain/Potential questions
Vision questions PROBEat a glance VISION Definition – Thorough questioning to get the customer to see the potential value of solving the problem. Impact – powerful in helping you build a long term strategy with the customer/partner TIP! You need to show you have done some research and have an understanding of their market place and the industry they operate within
Process questions PROBEat a glance PROCESS/ PEOPLE/PRICE Definition – Understand the customer or partner‟s evaluation process, competition and timeline Impact – these will definitely help close the deal TIP! We always leave this until too late – don‟t be afraid to ask these questions early!
People questions PROBEat a glance PROCESS/ PEOPLE/PRICE Definition – Understand what resources are needed Impact – will help to stop apathy within the account TIP! Think about the customer/partner‟s people and Microsoft people – who‟s who in the zoo?
Price questions PROBEat a glance PROCESS/ PEOPLE/PRICE Definition – Understand whether the customer/partner has the budget Impact – will help you to qualify your valuable time TIP! Be brave – don‟t be afraid to ask these questions!
Active listening PROBE People speak at 100 to 175 words per minute (WPM), but they can listen intelligently at 600 to 800 words per minute - the cure for this is active listening – which involves listening with a purpose Active listening exercise What did your colleagues miss?
Linking the questions naturally PROBE Linking exercise 10 words to link the topic
Call observation sheet PROBE Introduction How you will use it to give constructive feedback to your colleagues?
Practical role play PROBE With set scenarios, put your new skills into practice
Role play feedback PROBE What was good? What could be improved? What will you steal?
Calling session – Let‟s get on the phones PROBE Target number Target number of The new skill Name: of calls: opportunities you will try: Results:
Feedback from calling session PROBE What did you try that worked for you? 1. 2. 3.
Welcome back Review of day one Nuggets of gold
Understanding features & benefits PROVE VALUE The Eskimo game How does this relate to the vision and value propositions?
Customer/partner motivation to buy PROVE VALUE How one benefit can become two!! The run towards reward, away from fear... Benefit statement Reward Fear Protect them from Increase market share Become market leader competition
Value proposition PROVE VALUE Ability to map customer/partner pains potential to solution benefits Techniques for how to use customer/partner needs to map specific solutions
Objection handling PROVE VALUE Common objections How can we handle them?
Before you go... Qualification to 20% QUALIFY udget Presupuesto uthority Tomador de decisiones ecessity Necesidad imeline Tiempo para el proyecto
Calling session two – theory into practice QUALIFY Target number Target number of The new skill Name: of calls: opportunities you will try: Results:
Feedback from calling session QUALIFY What did you try that worked for you? 1. 2. 3.