P m01 inside_selling

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P m01 inside_selling

  1. 1. Microsoft Inside SellingMicrosoft Inside SellingModule 1: Inside Selling
  2. 2. DISCLAIMER© 2007 Microsoft Corporation. All rights reserved.Microsoft®, Internet Explorer, and Windows® are either registered trademarks or trademarks ofMicrosoft Corporation in the United States and/or other countries.The names of actual companies and products mentioned herein may be the trademarks of theirrespective owners.THE CONTENTS OF THIS PACKAGE ARE FOR INFORMATIONAL AND TRAINING PURPOSES ONLY AND ARE PROVIDED "ASIS" WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THEIMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.No part of the text or software included in this training package may be reproduced or transmittedin any form or by any means, electronic or mechanical, including photocopying, recording, or anyinformation storage and retrieval system, without permission from Microsoft®. Because Microsoftmust respond to changing market conditions, it should not be interpreted to be a commitment onthe part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presentedafter the date of publication. The names of actual companies and products mentioned herein maybe the trademarks of their respective owners.To obtain authorization for uses other than those specified above, please visit the MicrosoftCopyright Permissions Web page at http://www.microsoft.com/about/legal/permissionsThis content is proprietary and confidential, and is intended only for users described in thecontent provided in this document. This content and information is provided to you under a Non-Disclosure Agreement and cannot be distributed. Copying, disclosing all or any portion of thecontent and/or information included in this document is strictly prohibited.
  3. 3. Table of Contents Description of Course: ................................................................................................................................................................ 1 Course Benefits: ............................................................................................................................................................................ 1 Authoring Team Credits: ........................................................................................................................................................... 1Module Overview ................................................................................................................................................................................... 2 Welcome ................................................................................................................................................................................................ 3 Objectives.............................................................................................................................................................................................. 4 Inside Selling – the structure ....................................................................................................................................................... 5 Setting the context ............................................................................................................................................................................ 6 Call planning ........................................................................................................................................................................................ 7 Introduction to opening the call ................................................................................................................................................. 8 Leaving a voicemail .......................................................................................................................................................................... 9 Effective opening .............................................................................................................................................................................10 Effective opening .............................................................................................................................................................................11 What’s in it for the customer/partner? .................................................................................................................................12 Probe – questioning skills ...........................................................................................................................................................13 Probe – Present Position ..............................................................................................................................................................14 Probe – Pain/Potential..................................................................................................................................................................15 Probe – Impact..................................................................................................................................................................................16 Probe – Vision ...................................................................................................................................................................................17 Probe - Process .................................................................................................................................................................................18 Probe - People ...................................................................................................................................................................................19 Probe - Price ......................................................................................................................................................................................20 Active listening .................................................................................................................................................................................21 Linking the questions naturally ................................................................................................................................................22 Call observation sheet ...................................................................................................................................................................23 Practical role play............................................................................................................................................................................24 Role play feedback ..........................................................................................................................................................................25 Calling session ..................................................................................................................................................................................26 Feedback from calling session ...................................................................................................................................................27 Feedback from day one.................................................................................................................................................................28Day Two ....................................................................................................................................................................................................29 Welcome back ...................................................................................................................................................................................30 Understanding features & benefits .........................................................................................................................................31
  4. 4. Customer/partner motivation to buy .................................................................................................................................... 32 Value Proposition – Prove Value .............................................................................................................................................. 33 Objection handling ......................................................................................................................................................................... 34 Before you go… Qualification to 20% .................................................................................................................................... 35 Calling session two ......................................................................................................................................................................... 36 Feedback from calling session................................................................................................................................................... 37Day Three ................................................................................................................................................................................................. 39 Welcome back – motivational exercise ................................................................................................................................. 40 Final exercise .................................................................................................................................................................................... 41 Next steps ........................................................................................................................................................................................... 42 Next actions and how to close ................................................................................................................................................... 43 Review of the course...................................................................................................................................................................... 44 Congratulations! .............................................................................................................................................................................. 45
  5. 5. Module 1: Inside Selling - Module OverviewDescription of Course: Microsoft Inside Selling (MSIS) will offer learners a 100 level, 2.5 day instructor led program designed to equip the Inside Sales Rep/TPAM with the core skills and knowledge needed to sell effectively on the phone. This includes getting past gatekeepers, creating a compelling opening statement and value proposition, OPPVQ questioning and objection handling. Learners will be equipped with the core skills and knowledge needed to maximize their effectiveness on the phone, including call preparation, effective listening skills and rigorous sales questioning techniques. Additionally, a half day manager training will be wrapped around this course ensuring that telesales managers have the knowledge and skills to follow up the training using feedback and other designated tools.Course Benefits: Tele salespeople worldwide will understand how to take maximum advantage of their phone time in order to reach more customers and partners and ensure each call produces the results desired thus increasing the impact each rep makes in their territory.Authoring Team Credits:Executive Sponsor(s) Brian Kadish & Cheryl KorcalaAuthor(s) Rachel Sanders Rachel is a highly experienced and well-respected trainer. From a distinguished background in sales she made the move in 1988 into the training department of a major telecommunications company. Since those early days she has designed and delivered training programmes for all levels across a broad range of industries. Her professionalism along with her considered and focused approach to each assignment, led to her being chosen as a Trainer of the Year. Rachel brings a positive, fun yet practical approach to the development of sales and management teams, which coupled with her extensive knowledge, allows her training to be both stimulating and enjoyable.1 Microsoft Confidential - For Internal Use Only
  6. 6. Participant Guide: Microsoft Inside SellingModule Overview This module has been designed to equip you with the core skills and knowledge needed to sell effectively on the phone. Module Objectives After completing this module you will be able to: Effectively prepare for a call and set call objectives including how to open a call properly Listen for key information that helps define the customer’s needs and issues Develop critical questioning skills Develop probing questions that determine customer objections Qualify the customer and how it relates to the MSSP model2 © 2012 Microsoft Corporation. All rights reserved.
  7. 7. Module 1: Inside Selling - Module OverviewWelcome3 Microsoft Confidential - For Internal Use Only
  8. 8. Participant Guide: Microsoft Inside SellingObjectives What are your objectives for this training?4 © 2012 Microsoft Corporation. All rights reserved.
  9. 9. Module 1: Inside Selling - Module OverviewInside Selling – the structure5 Microsoft Confidential - For Internal Use Only
  10. 10. Participant Guide: Microsoft Inside SellingSetting the context OPEN Gerri Elliot – World Class Selling Brainstorm notes: 3 key messages6 © 2012 Microsoft Corporation. All rights reserved.
  11. 11. Module 1: Inside Selling - Module OverviewCall planning OPEN7 Microsoft Confidential - For Internal Use Only
  12. 12. Participant Guide: Microsoft Inside SellingIntroduction to opening the call OPEN8 © 2012 Microsoft Corporation. All rights reserved.
  13. 13. Module 1: Inside Selling - Module OverviewLeaving a voicemail OPEN9 Microsoft Confidential - For Internal Use Only
  14. 14. Participant Guide: Microsoft Inside SellingEffective opening OPEN10 © 2012 Microsoft Corporation. All rights reserved.
  15. 15. Module 1: Inside Selling - Module OverviewEffective opening OPEN Tips & techniques for getting past the gatekeeper: 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 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?11 Microsoft Confidential - For Internal Use Only
  16. 16. Participant Guide: Microsoft Inside SellingWhat’s in it for the customer/partner? OPEN12 © 2012 Microsoft Corporation. All rights reserved.
  17. 17. Module 1: Inside Selling - Module OverviewProbe – questioning skills PROBE13 Microsoft Confidential - For Internal Use Only
  18. 18. Participant Guide: Microsoft Inside SellingProbe – Present Position PROBE How can you link the questions?14 © 2012 Microsoft Corporation. All rights reserved.
  19. 19. Module 1: Inside Selling - Module OverviewProbe – Pain/Potential PROBE15 Microsoft Confidential - For Internal Use Only
  20. 20. Participant Guide: Microsoft Inside SellingProbe – Impact PROBE16 © 2012 Microsoft Corporation. All rights reserved.
  21. 21. Module 1: Inside Selling - Module OverviewProbe – Vision PROBE17 Microsoft Confidential - For Internal Use Only
  22. 22. Participant Guide: Microsoft Inside SellingProbe - Process PROBE18 © 2012 Microsoft Corporation. All rights reserved.
  23. 23. Module 1: Inside Selling - Module OverviewProbe - People PROBE19 Microsoft Confidential - For Internal Use Only
  24. 24. Participant Guide: Microsoft Inside SellingProbe - Price PROBE20 © 2012 Microsoft Corporation. All rights reserved.
  25. 25. Module 1: Inside Selling - Module OverviewActive listening PROBE Notes21 Microsoft Confidential - For Internal Use Only
  26. 26. Participant Guide: Microsoft Inside SellingLinking the questions naturally PROBE What were the best linking questions…22 © 2012 Microsoft Corporation. All rights reserved.
  27. 27. Module 1: Inside Selling - Module OverviewCall observation sheet PROBE23 Microsoft Confidential - For Internal Use Only
  28. 28. Participant Guide: Microsoft Inside SellingPractical role play PROBE24 © 2012 Microsoft Corporation. All rights reserved.
  29. 29. Module 1: Inside Selling - Module OverviewRole play feedback PROBE Your feedback…25 Microsoft Confidential - For Internal Use Only
  30. 30. Participant Guide: Microsoft Inside SellingCalling session PROBE Target number Target number The new skill Name: of calls: of opportunities you will try: Results:26 © 2012 Microsoft Corporation. All rights reserved.
  31. 31. Module 1: Inside Selling - Module OverviewFeedback from calling session PROBE What did you try that worked for you?27 Microsoft Confidential - For Internal Use Only
  32. 32. Participant Guide: Microsoft Inside SellingFeedback from day one28 © 2012 Microsoft Corporation. All rights reserved.
  33. 33. Module 1: Inside Selling - Day TwoDay Two29 Microsoft Confidential - For Internal Use Only
  34. 34. Participant Guide: Microsoft Inside Selling Welcome back30 © 2012 Microsoft Corporation. All rights reserved.
  35. 35. Module 1: Inside Selling - Day TwoUnderstanding features & benefits PROVE VALUE31 Microsoft Confidential - For Internal Use Only
  36. 36. Participant Guide: Microsoft Inside SellingCustomer/partner motivation to buy PROVE VALUE How one benefit can become two! The run towards benefit, away from fear… Benefit statement Reward Fear Protect them from Increase market share Become market leader competition32 © 2012 Microsoft Corporation. All rights reserved.
  37. 37. Module 1: Inside Selling - Day TwoValue Proposition – Prove Value PROVE VALUE33 Microsoft Confidential - For Internal Use Only
  38. 38. Participant Guide: Microsoft Inside SellingObjection handling PROVE VALUE List common objections and ways in which you can overcome them: Objection: Solution:34 © 2012 Microsoft Corporation. All rights reserved.
  39. 39. Module 1: Inside Selling - Day TwoBefore you go… Qualification to 20% QUALIFY35 Microsoft Confidential - For Internal Use Only
  40. 40. Participant Guide: Microsoft Inside SellingCalling session two QUALIFY Target number Target number The new skill Name: of calls: of opportunities you will try: Results:36 © 2012 Microsoft Corporation. All rights reserved.
  41. 41. Module 1: Inside Selling - Day TwoFeedback from calling session QUALIFY What did you try that worked for you?37 Microsoft Confidential - For Internal Use Only
  42. 42. Participant Guide: Microsoft Inside Selling38 © 2012 Microsoft Corporation. All rights reserved.
  43. 43. Module 1: Inside Selling - Day ThreeDay Three39 Microsoft Confidential - For Internal Use Only
  44. 44. Participant Guide: Microsoft Inside SellingWelcome back – motivational exercise40 © 2012 Microsoft Corporation. All rights reserved.
  45. 45. Module 1: Inside Selling - Day ThreeFinal exercise Overall Microsoft Scenario41 Microsoft Confidential - For Internal Use Only
  46. 46. Participant Guide: Microsoft Inside SellingNext steps Overall Microsoft Scenario This module explains | introduces | … Closed questions…42 © 2012 Microsoft Corporation. All rights reserved.
  47. 47. Module 1: Inside Selling - Day ThreeNext actions and how to close NEXT ACTIONS43 Microsoft Confidential - For Internal Use Only
  48. 48. Participant Guide: Microsoft Inside SellingReview of the course Three key tips you will take back to the office: Q & A session44 © 2012 Microsoft Corporation. All rights reserved.
  49. 49. Module 1: Inside Selling - Day ThreeCongratulations!45 Microsoft Confidential - For Internal Use Only

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