3. 3
What Kind Of Customer are You?
Customer Centric Selling
4. 4
"The most successful people in any industry are seldom the
smartest or best looking...they're the people who can sell"—Len
Foley
Customer Centric Selling
5. 5
Customer Centric Selling
What is selling?
Selling is taking an idea, planting the idea
in your customers minds and making them
feel they thought of it..but do it ethically.
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Customer Centric Selling
Six Selling Themes
Differentiate Customers - Bank Accounts
Design Differentiated Offerings –Credit Card
Keep Existing Customers - ATM-Debit Card
Exploit Cross Potential – Other Bank customers
Exploit Loyalty Potential –-Debit Card
Maximizing Life Time Value – Lifetime free credit card
7. 7
Competitive Advantage
• Someone can copy your business strategy
• Someone can copy your marketing Approach
• Someone can copy your product
• Someone can copy your manufacturing capabilities
• Someone can copy your market access
No one can copy your knowledge and relations with your
customers
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The Customer Centered Selling Cycle
Maintenance Stage:
After Sales Service
Remember if you are not watching
the customer somebody else may be
watching
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Customer Centric Selling
What to do when the customer cannot make up his mind?
• The customer does not know everything about everything he buys.
• Don’t give the customer too many options
• Example : Camera
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Customer Centric Selling
What to do when the customer raises obstacles or objections to
buying?
• When they object give them more
Solutions & good Feelings.
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Sales Secrets
• 2 Magic Words for Sales Success
• Stop….. Selling
• The reason why Everyone wants to buy
• Because they only care about what interests them.
• How to Turn Every person into a Life long customer.
• Active Listening
Your customers are desperate to be heard & acknowledged!
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Customer Centric Selling
What is Cross Selling ?
Selling our existing customer a different product
For e.g: If we have Mr.X holding a Credit Card we can convince him
to open a saving account with us
30. 30
Customer Centric Selling
Understanding the type of customer
Creating a want in the customer
Suggesting product according to his needs and pushing the right
product
Highlighting on the unique selling points of the product
For e.g: If Mr B is a senior citizen you can cross sell a Fixed Deposit which is
carrying good rate of interest which are flexible also
