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Sales insider retail excellence edition

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Sales insider retail excellence edition

  1. 1. Opportunity for Innovation Insider The Si Retail Excellence Edition
  2. 2. Sales SM Maker
  3. 3. SalesBasics C1Sales is offering to exchange an item of value for a different item Your customers will have different Needs and Wants However customers have common expectations for your treatment They always expect a level of service that they think is appropriate for their value &their type of purchase and they always need to feel WELCOME The original item of value being offered may be either tangible or intangible, the second item is usually money
  4. 4. SalesBasics C1The Effective Communicator Sales is all about talking to people and getting them to understand what you are trying to communicate! Communication is the ability to speak clearly and in a manner that is easy to understand
  5. 5. SalesBasics C1Ability to Listen Because in doing so they would fail to hear a key element in identifying what that Customer's Needs might be! Along with speaking, a great salesperson knows when to stop talking and listen They never cut someone off while they are talking Listen to them to figure out what they really want
  6. 6. SalesBasics C1Asks Great Questions They need to ask questions that will lead them to the answer Salespeople are naturally know what the real need or desire is in the buyer They Naturally Ask A great Questions Because they have a desire to help solve their problem
  7. 7. SalesBasics C1Problem Solver Great salespeople are always solving problems The ability for solving the customers problems offering suggestions that will effectively solve the problem with respect to what products or services you sell The ability to search on what the buyer's problem is?
  8. 8. SalesBasics C1Well Organized Sales people have a keen ability to break things down into smaller steps and organize a plan of action They know how to analyze what their goal is Sales people have a keen ability to break things down In what order the steps need to be in order to reach that goal
  9. 9. SalesBasics C1Positive Self Image Always think Green Having the attitude that they can do just about anything that they put their mind to is usually very common among sales people Having the attitude that they can do just about anything that they put their mind to is usually very common among sales people “ They rarely allow negatives that are either spoken to them or about them to effect what they are trying to accomplish “ They know who they are and what they are capable of doing
  10. 10. SalesBasics C1Naturally Persuasive& Person of Integrity Another very common skill with great salespeople is that they are very persuasive or know how to get what they want They focus on what they want and they are persistent to keep chipping away until they get what they want They almost never give up or give in Also a salesperson without Integrity will have many struggles which will often include hopping from job to job Honesty in sales is so important and it is almost impossible for this skill to be taught They almost never Give up or Give in
  11. 11. SalesBasics Your Way to A Successful Sales Call It's always good to have a plan for your sales visits You can use a checklist before and after each sales call to make sure you cover all the bases It's always good to have a plan for your sales Using your Sales checklist may help you to avoid that! Leaving a sales call and wishing you had remembered to ask a specific question or show the prospect another product idea is a horrible feeling
  12. 12. SalesBasics Your Way to A Successful Sales Call You can edit your Sales list based on the type of your sales cycle you're involved in It's always good to have a plan for your sales Sales Call Checklist Preparation Before Your Sales Call CL Step#1 Research the account before starting your call Learn something about your customers and their business Prepare all materials, brochures, contracts, etc.. Answer the three important pre-call questions: A. What is the target of the call? B. What do I need to find out during the call? C. What's the next step after the call?
  13. 13. SalesBasics Your Way to A Successful Sales Call It's always good to have a plan for your sales Most salespeople already think that they are good at this.. But.. Let me ask you a question? When you last lost a sale, How was your rapport with the key person who decided against you?
  14. 14. SalesBasics Your Way to A Successful Sales Call It's always good to have a plan for your sales You can't afford to look away and ignore people that you don't have natural rapport with The Good News is that people like people like themselves; all you have to do to gain rapport is stretch your behavior outside or your comfort zone until you become like another person
  15. 15. SalesBasics Your Way to A Successful Sales Call What is The objection? Listen to the entire objection, pause for three seconds before responding, remain calm and not defensive, then Meet the objection with a question in order to find out more Complete the six-step process? Listen Define Rephrase Separate Present Solution Close or Next Step
  16. 16. SalesBasics Your Way to A Successful Sales Call Your Sales Presentation As a Salesperson you need to prepare your sales presentation every time Talk about your Product Benefits Verify Each Need Before Moving On Prioritize The Prospect's Needs Link the Benefit to the Prospect's Needs Present yourself, company& product in a positive light Re-establish Rapport Keep the presentation focused on the customer’s needs
  17. 17. SalesBasics Your Way to A Successful Sales Call Have More Fun Sales is fun when you are in control If you take the control then you can close more deals Take the pressure off yourself to close and instead focus on qualifying and motivating your prospects Selling is miserable when you are under pressure to close business
  18. 18. SalesBasics Your Way to A Successful Sales Call Make The Call Learn who, how, what, when, and where decisions are made from the primary source This Call is about Two Things -Our Customers-
  19. 19. SalesBasics Your Way to A Successful Sales Call The Closing Again before you close your call you need to ask yourself some questions! Get the customer to identify all possible problems that might be solved by my product or service? Get the customer to identify the value of solving the identified problems? Get agreement that the proposed solution provides the values identified?
  20. 20. Sales SM Maker
  21. 21. SalesExcellence Use a pleasant greeting with a SMILE Be actively engaged in the conversation Maintain a positive and upbeat tone of voice Use the customers title and Introduce yourself Ask if there is anything else you can help them with Appreciate the customer’s problem How to implement the Sales Excellence in your Store? Thank the customer for his VISIT
  22. 22. SalesExcellence Why Some Sales Don’t Happen Here are a few avoidable mistakes that should help you close more deals! There will be times when you have done everything right and didn’t get the Sale Failing to identify an objection Getting there too late Giving the client too many choices Not getting to the real decision maker Not listening carefully enough Making a tactical or technical mistake Failing to meet your commitments
  23. 23. SalesExcellence Principles for Negotiation Individuals working in the business environment often use persuasion and negotiating skills to advance their company's operations and achieve business goals or objectives Negotiation and Diplomatic Skills of Persuasion The most important person to know in a negotiation is YOURSELF
  24. 24. SalesExcellence Principles for Negotiation Negotiation and Diplomatic Skills of Persuasion The More Time you give yourself The More Information you can gather about their true needs Your first offer should never be your final offer Because everyone has the power to negotiate, So..
  25. 25. SalesExcellence The Five Types of Customers Who are our best customers? In the Retail Industry it seems as though we are constantly trying to find a new Customers Most of us are obsessed with making sure our advertising, displays, and pricing to attract new Customers This focus on pursuing new customers is necessary But.. At the same time it can wind up hurting us, therefore our focus really should be on the 20% percent of our customers who currently are our best customers
  26. 26. SalesExcellence The Five Types of Customers Who are our best customers? In the Retail Industry it seems as though we are constantly trying to find a new Customers Most of us are obsessed with making sure our advertising, displays, and pricing to attract new Customers Loyal Customers They represent no more than 20 percent of our customer base, but make up more than 50 percent of our sales
  27. 27. SalesExcellence The Five Types of Customers Who are our best customers? They shop our stores frequently, but make their decisions based on the size of our markdowns Discount Customers They do not have buying a particular item at the top of their “To Do” list, but come into the store on a while, they will purchase what seems good at the time Payments Customers
  28. 28. SalesExcellence The Five Types of Customers Who are our best customers? They have no specific need or desire in mind when they come into the store Need-Based Customers They have a specific intention to buy a particular type of item Wandering Customers
  29. 29. SalesExcellence Customer Handling Techniques The Complaint Is a Gift Customer Complaints are Inevitable If you run a business that sells to the public no matter how great your goods or services are the old adage will eventually be proven true You cannot please 100% of the people 100% of the time When one of your customers complains, handle it by giving their complaints your full attention so that you can resolve the issue There is an adage in our Retail called: Because.. The Complaint is a
  30. 30. SalesExcellence Customer Handling Techniques The Complaint Is a Gift How We Can Handle Our Customers? Listen to determine whether any of your policies were not applied or if this is something outside or not contemplated by your SYSTEM? Whenever you set out to handle a customer complaint the first thing that you must do is to Listen Listen to the customer to figure out why they are upset?
  31. 31. SalesExcellence Customer Handling Techniques The Complaint Is a Gift How We Can Handle Our Customers? Until you view the issue from their perspective you cannot have a complete picture of the reason for the complaint Put yourself in the shoes of the customer NextGiven what you now know try and see their point of view Why did they come to you? So always think! If I was in their shoes how would I feel?
  32. 32. SalesExcellence Customer Handling Techniques The Complaint Is a Gift How We Can Handle Our Customers? If the customer's request can be met, explain the time it takes to process or what it will entail to make it happen Say what you can do, not what you can’t do The Resolution could be in the form of a replacement, refund, store credit or discount on price
  33. 33. SalesExcellence Customer Handling Techniques The Complaint Is a Gift How We Can Handle Our Customers? Say what you can do, not what you can’t do Insure the Customer’s Complete Satisfaction Call the customer to see that if the problem solved or still he have issues When a date is given to the customer, make sure the date is kept or the delay is explained by a follow-up call or email
  34. 34. All the Success MoatazBellah Magdi

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