A Step-by-Step Sales ProcessGuaranteed to SuperchargeRevenue Growth!Erick Simpson
Erick SimpsonVice President & CIO, SPC InternationalMr. Simpson is a recognized IT and Managed ServicesAuthor, Speaker and...
7 Step Sales Process• Preparation• Warm Up• Qualifying• Presentation• Overcoming Objections• Closing• Follow Up
Sales Step 1: Preparation• Know your prospectbefore you call them• Study their Website• Google EVERYTHING• Develop your Wa...
Sales Step 2: Warm Up• Relax, the decision maker is just a person• Be prepared, know what you’re going to say,and when you...
Sales Step 3: Qualifying Using the QBSApproach – PAS vs. SPA• Use Diagnostic/Status Questions to uncoverneeds and Qualify ...
Qualifying Step 1: CredibilityUse broad, easy to answer questions to buildcredibility• Status/Diagnostic – Closed-Ended Qu...
Qualifying Step 2: Identify NeedNarrow the Scope of you Conversation to buildvalue• Issue – Why would someone want or need...
Qualifying Step 3: ImplicationIncrease the Velocity of the Sale with Motivators• Implication – Deeper Questions and motiva...
Qualifying Step 4: SolutionUse Solution Questions to Secure the Next Step• Solution – Summarize the Client’srequirements a...
Opportunity Development
First AppointmentCreate PAS“Play Book” andNeeds Analysisbefore AppointmentWarm Up DecisionMakerQualify to EnsureYou are Sp...
Sales Step 4: Presentation2nd Appointment• Present your services• Present your numbers• Present on your terms• Don’t forge...
Sales Step 4: PresentationProspects invest for practical reasons, explain yourservices in practical terms…• Present in a c...
• The PowerPointPresentationStep 1• TheManagedServicesProposalStep 2• The CostSavingsAnalysisStep 3How to present in a cle...
You’re the most valuable service provider in town, your pricing should reflect it…
Sales Step 5: Overcoming ObjectionsAn objection is only a misunderstanding or lackof information – avoid creating them…• D...
Overcoming ObjectionsWords mean things, don’t use words that meanthe wrong thing…Most common sales profanity:Bad Word Bett...
Overcoming ObjectionsAn objection is only a misunderstanding or lackof information…Step 1: Identify Objection(Minor, Major...
Overcoming ObjectionsThere are 3 types of objections, which are youdealing with?Step 1:IdentifyMinor Objection – The prosp...
Overcoming ObjectionsTo be the trusted advisor, let your prospectsknow you hear them…Step 2:Acknowledge“I understand Mr./M...
Overcoming ObjectionsBack up a few steps in the process to moveforward in the process…Step 3:QualifyRemember your qualifyi...
Overcoming ObjectionsClear the objection and close by invokingemotionStep 4:AnswerOnce you discover what themisunderstandi...
The Price ObjectionWhat is the prospect REALLY asking when theyask you “how much will this cost?”
The Price Objection• When the perceived value of asolution exceeds its cost,decision making is easy• For prospects who hav...
Sales Step 6: ClosingClosing is not the most important step in thesales cycle, it’s the 6th step…• Assume the sale – keep ...
First ScenarioYou have attempted to close and the prospect tells you“I want to think about it”:You Should:A. Ask the prosp...
Second ScenarioYou finish your presentation and the prospect says“Everything looks good to me”You Should:A. Ask the prospe...
Third ScenarioYou Present your price and the Prospect says, “Yourprice is too high!”You Should:A. Ask the Prospect to expl...
Fourth ScenarioCustomers who state they have a cash flow problemAre:A. Possibly using this as an excuse not to buyB. Askin...
Fifth ScenarioYour prospect asks “how fast can you deliver?”:You Should:A. Check and see when delivery can be arrangedB. C...
This is the easiest step to get you more business, don’t skip it…Continue marketing to yourprospect while you closeThe mor...
Variety will impress your prospects and show great client service…Simplify your selling, distribute after every interactio...
There are two kinds of referrals, profitable ones, and unprofitable ones…Simplify your service delivery byasking for verti...
Thank You
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Kaseya Connect 2013: A step by-step sales process guaranteed to supercharge revenue growth

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Join Erick Simpson for this revenue-building session as he teaches you an in-depth step-by-step sales and closing process that; when followed, is proven to dramatically improve your top-line revenues. Following this step-by-step process, you will close more high-value business faster with less effort by communicating as a true consultative sales professional.

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Kaseya Connect 2013: A step by-step sales process guaranteed to supercharge revenue growth

  1. 1. A Step-by-Step Sales ProcessGuaranteed to SuperchargeRevenue Growth!Erick Simpson
  2. 2. Erick SimpsonVice President & CIO, SPC InternationalMr. Simpson is a recognized IT and Managed ServicesAuthor, Speaker and Trainer, and contributor tonumerous industry publications and events. Author of"The Guide to a Successful Managed Services Practice",the definitive book on Managed Services, and the follow-ups in MSP University’s Managed Services Series “TheBest I.T. Sales & Marketing BOOK EVER!” and “The BestI.T. Service Delivery BOOK EVER!”, as well as his newestbook “The Best NOC and Service Desk Operations BOOKEVER!”, Erick has also co-authored the HTG publication“Peer Power – Powerful Ideas for Partners from Peers”.Ericks prior experience includes overseeing the design,development and implementation of Enterprise-levelHelp Desks and Call Centers for Fortune 1000organizations.ErickSimpsonVice President & CIOSPC Internationalwww.spc-intl.com• Over 20 years experience in the ITindustry• Microsoft MCP, SBSC• Author, Speaker and Trainer• Built Call Centers and Service Desks forFortune 1000 Organizations
  3. 3. 7 Step Sales Process• Preparation• Warm Up• Qualifying• Presentation• Overcoming Objections• Closing• Follow Up
  4. 4. Sales Step 1: Preparation• Know your prospectbefore you call them• Study their Website• Google EVERYTHING• Develop your WarmUp topics
  5. 5. Sales Step 2: Warm Up• Relax, the decision maker is just a person• Be prepared, know what you’re going to say,and when you’re going to say it• Utilize your data from Preparation• Find common ground to break the ice• Take your prospect’s mind off of the sale• If you look like an IT person, you’ll be treatedlike one – dress like the Trusted Advisor
  6. 6. Sales Step 3: Qualifying Using the QBSApproach – PAS vs. SPA• Use Diagnostic/Status Questions to uncoverneeds and Qualify the ProspectStep 1: Credibility• Use Issue Questions to discover if there areActive or Latent Needs and to make Clientaware of NeedStep 2: Identify Need• Use Implication Questions to create EmotionalConnection to Solution and Build UrgencyStep 3:Connect Implication• Let them know you can helpStep 4:Introduce Solution
  7. 7. Qualifying Step 1: CredibilityUse broad, easy to answer questions to buildcredibility• Status/Diagnostic – Closed-Ended Questions thatare used to gather information quickly and buildcredibility• Transition – “Instead of a Generic Sales Pitchwould it be okay to ask you a few Specifics aboutyour current IT Environment?”• Example – “Are your servers running Server 2008or 2003?”
  8. 8. Qualifying Step 2: Identify NeedNarrow the Scope of you Conversation to buildvalue• Issue – Why would someone want or need yoursolution?• Transition – “Other than the obvious need to haveyour infrastructure functioning properly what areyou specifically looking for in your IT Provider? ”• Example – “To what extent is the backup ofcrucial data important to your strategy? ”
  9. 9. Qualifying Step 3: ImplicationIncrease the Velocity of the Sale with Motivators• Implication – Deeper Questions and motivatorsbehind choices. The “Why” behind the issue.• Transition – “Since you’re concerned about (insertIssue), how does this affect your ability to (insertImplication) ”• Example – “Oh, since you’re concerned aboutdata backup and recovery, how does this affectyour ability to maintain regulatory compliance? ”
  10. 10. Qualifying Step 4: SolutionUse Solution Questions to Secure the Next Step• Solution – Summarize the Client’srequirements and suggest next steps.• Transition – “How familiar are you with (InsertSolution)?”• Example – “Mr./Ms. Prospect it looks like wecan help. Does it make sense to schedule anetwork assessment to make sure? How aboutnext Tuesday at 8:00 am?”
  11. 11. Opportunity Development
  12. 12. First AppointmentCreate PAS“Play Book” andNeeds Analysisbefore AppointmentWarm Up DecisionMakerQualify to EnsureYou are Speaking toDecision MakerMake IntroductoryHigh ImpactStatementAsk Permission toAsk QuestionsBeginConversationalLayering ProcessUse ImplementationQuestions to buildUrgencyPosition AwayAlternativesSet Appointment forNetwork Analysisand User needsAnalysis
  13. 13. Sales Step 4: Presentation2nd Appointment• Present your services• Present your numbers• Present on your terms• Don’t forget your warm up!!!
  14. 14. Sales Step 4: PresentationProspects invest for practical reasons, explain yourservices in practical terms…• Present in a clear, concise, logical order• Use your prospect’s words when you can• Stay focused• Don’t let the prospect take you off course (i.e.price)• Don’t get technical• Tie your features and benefits to their pain points
  15. 15. • The PowerPointPresentationStep 1• TheManagedServicesProposalStep 2• The CostSavingsAnalysisStep 3How to present in a clear, concise, logical order…
  16. 16. You’re the most valuable service provider in town, your pricing should reflect it…
  17. 17. Sales Step 5: Overcoming ObjectionsAn objection is only a misunderstanding or lackof information – avoid creating them…• Don’t create arguments• Don’t oversell features and benefits• Don’t move forward until you confirm yourprospect’s understanding• Don’t ignore your prospect’s questions• Don’t use sales profanity…
  18. 18. Overcoming ObjectionsWords mean things, don’t use words that meanthe wrong thing…Most common sales profanity:Bad Word Better WordCustomer ClientContract AgreementBuy InvestProblem ChallengeAppointment/Meeting Visit
  19. 19. Overcoming ObjectionsAn objection is only a misunderstanding or lackof information…Step 1: Identify Objection(Minor, Major, or Conditional)Step 2: Acknowledge Objection(I understand Mr. Prospect…)Step 3: Qualify Objection(Ask more questions)Step 4: Answer Objection(Clarify the misunderstanding)
  20. 20. Overcoming ObjectionsThere are 3 types of objections, which are youdealing with?Step 1:IdentifyMinor Objection – The prospect’s way of sayingslow down. Overcome this objection NOW!“I want to think about it…”Major Objection – An objection that can beovercome, but not today - such as public schoolbudgets“Our budget cycle is not until next quarter…”Conditions – Terms for doing business. Youcannot overcome conditional objections“Our security measurements must meet HIPAACompliance…”
  21. 21. Overcoming ObjectionsTo be the trusted advisor, let your prospectsknow you hear them…Step 2:Acknowledge“I understand Mr./Ms.Prospect…”
  22. 22. Overcoming ObjectionsBack up a few steps in the process to moveforward in the process…Step 3:QualifyRemember your qualifying process:Discover what the misunderstanding isDiscover what information the prospectis lacking
  23. 23. Overcoming ObjectionsClear the objection and close by invokingemotionStep 4:AnswerOnce you discover what themisunderstanding is, simply clarify.Once you discover what informationthe prospect is missing, simplydeliver it.
  24. 24. The Price ObjectionWhat is the prospect REALLY asking when theyask you “how much will this cost?”
  25. 25. The Price Objection• When the perceived value of asolution exceeds its cost,decision making is easy• For prospects who havepressing needs, not buying yourproduct or service might betheir most expensive option
  26. 26. Sales Step 6: ClosingClosing is not the most important step in thesales cycle, it’s the 6th step…• Assume the sale – keep moving until they say stop• Don’t oversell – listen for the buying signs to close• Don’t stumble through your closes – Practice,Practice, Practice• Remember your “value info” from your warm up
  27. 27. First ScenarioYou have attempted to close and the prospect tells you“I want to think about it”:You Should:A. Ask the prospect what they want to think about.B. Summarize the features and benefits and attempt toclose again by giving the prospect a reason to buy.C. Attempt to close while creating urgency.D. Ask the prospect when you should follow back upwith them again and how long they will need to thinkabout itCorrect answer is “A”
  28. 28. Second ScenarioYou finish your presentation and the prospect says“Everything looks good to me”You Should:A. Ask the prospect what looks bestB. Ask what you have to do to get startedC. Pull out an order form and ask for a signatureD. Summarize Features and Benefits and attempt a closeCorrect answer is “B”
  29. 29. Third ScenarioYou Present your price and the Prospect says, “Yourprice is too high!”You Should:A. Ask the Prospect to explain what they meanB. Offer discountsC. Compare your value to the competitionD. Ask the Prospect “What does our price need to be?”Correct answer is “A”
  30. 30. Fourth ScenarioCustomers who state they have a cash flow problemAre:A. Possibly using this as an excuse not to buyB. Asking you to finance the opportunityC. Giving you information on how they will buyD. Asking you provide a financing solutionCorrect answer is “C”
  31. 31. Fifth ScenarioYour prospect asks “how fast can you deliver?”:You Should:A. Check and see when delivery can be arrangedB. Continue to sell and build more valueC. Ask the prospect how soon they can take deliveryD. Ask “How will that impact your decision?”Correct answer is “A”
  32. 32. This is the easiest step to get you more business, don’t skip it…Continue marketing to yourprospect while you closeThe more you touch your prospect,the better chance you have ofwinning the businessUse a variety of follow up methods
  33. 33. Variety will impress your prospects and show great client service…Simplify your selling, distribute after every interaction:-Postcards-After Action Emails-Phone Calls-Thank You Cards-Appointment Confirmation Cards
  34. 34. There are two kinds of referrals, profitable ones, and unprofitable ones…Simplify your service delivery byasking for vertical-specificreferralsGet more referrals by using aReferral Lead SheetExecute your Preparation step forthe next sale with your new clientNOW!
  35. 35. Thank You

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