mohammed sherbiny NOVARTIS PC GALVUS 2
3% move away
4% naturally float
5% change on a friend’s recommendation
9% can buy if cheaper somewhere else
10% are chronic complainers
68% go elsewhere because the people they
deal with are indifferent to their needs
mohammed sherbiny NOVARTIS PC GALVUS 3
Don’t buy from you?
71% of people buy
from you because they:
Buy from you?
mohammed sherbiny NOVARTIS PC GALVUS 4
1) They fail to organize their day’s work
2) They don’t think creatively to solve their
own or their customers’ problems
3) They don’t know how to handle objections
4) They can’t motivate themselves
5) They lack the ability to communicate
mohammed sherbiny NOVARTIS PC GALVUS 5
Lack the skills
Poor work habits and planning
Waste a lot of time between the calls
We always quarrel with time!We always quarrel with time!
It is too short to do somethingIt is too short to do something
So long to do nothing!So long to do nothing!
mohammed sherbiny NOVARTIS PC GALVUS 6
o Prepare a schedule for each week/day.
This takes time, care and thought
o Ask the following questions:
Do I have an efficient schedule?
Whom to call-on today? Why?
Do I have enough information about the customer?
If he buys my product, what will be his most important gain?
What is the dominant buying motive? Is it fear, greed,
What are the objections that he may raise?
mohammed sherbiny NOVARTIS PC GALVUS 7
M.Reps.don’t think creatively to solve
their own or customers’ problems
Some thoughtsSome thoughts
How can I sell my product when it is little or not better
than that offered by our competitors?
How can I keep my morale high when selling gets tough?
How can I show my customer the way to get more profit
in selling my products?
How can I sell a slow moving but good item?
To be a great championTo be a great champion
you must believe you areyou must believe you are
THE BESTTHE BEST
mohammed sherbiny NOVARTIS PC GALVUS 8
o Imagination is more important than knowledge for knowledge is
limited, whereas imagination embraces the whole world.
o Gather facts which bear on the problem and its possible solution.
o We should not accept opinions until we know all facts.
o Write down every idea that comes – good or bad.
o Check each idea against our definition of the problem.
o Ask outsiders / customers or insiders / team to pass on promising
Remember that good ideas just flow when you need them
mohammed sherbiny NOVARTIS PC GALVUS 9
This happens due to:
Poor selling skills (listening – probing – asking
Inadequate knowledge (product or customer)
Excellent competitors profile
A problem is a chanceA problem is a chance
for you to do your bestfor you to do your best
mohammed sherbiny NOVARTIS PC GALVUS 10
Good knowledge of product features
& benefits and customers’ needs
Cushion the answer to every objection
“Softening answers” = I understand
Don’t fail to listen
Don’t neglect the “unsatisfied need”
of our service/product
Nothing venturedNothing ventured
Nothing gainedNothing gained
mohammed sherbiny NOVARTIS PC GALVUS 11
+ Add Benefits of quality
– Subtract Disappointments of cheapness
× Multiply Pleasure of buying something good
÷ Divide Cost over a period of time
People forget pricesPeople forget prices
but never forget poor qualitybut never forget poor quality
or a poor choiceor a poor choice
mohammed sherbiny NOVARTIS PC GALVUS 12
Inadequate management style /
lack of acknowledgement
Give up easily
Consider work as only a job /
No passion for selling
Lot of failures
Poor company / product profile
Most people want toMost people want to
improve themselves, but notimprove themselves, but not
many want to work at itmany want to work at it
mohammed sherbiny NOVARTIS PC GALVUS 13
Believe in yourself and your product
If others can do it, I can also do it
Use mind pictures to see in your mind
a picture of doing a good job and getting
a proper acknowledgement and recognition
Don’t just think about it – Just move ahead
Associate with people who are self-motivators
No one knowsNo one knows
what he can dowhat he can do
till he triestill he tries
mohammed sherbiny NOVARTIS PC GALVUS 14
that yourthat your
or guestor guest returns …returns …
mohammed sherbiny NOVARTIS PC GALVUS 15
Barriers for good communication:Barriers for good communication:
Poor body language
mohammed sherbiny NOVARTIS PC GALVUS 19
o Stick to short, familiar and specific words.
o Use repetition (only if needed), provided that
every sentence or form is different from the other
(freshness – novelty)
o Don’t use unnecessary words to express an idea
o Put the strongest claims or words at the best time
(beginning or end)
o Have a training to improve your weak areas
o Know your product / customer
mohammed sherbiny NOVARTIS PC GALVUS 20
o Always be pleasant to them, even if they are not
pleasant to you.
o Welcome their suggestions about how you could
improve in your job.
o Graciously receive and handle any complaints or
o Smile even during those times when you don’t
feel like it.
o Go above and beyond to care for a customer.
mohammed sherbiny NOVARTIS PC GALVUS 24
The fear of loss is greater than the desire for gain.
Need to establish in your customers’ mind the fact
that he is safe in dealing with you, that he won’t
lose (either money or “face”) by buying from you,
but will lose (product benefits) if he doesn't buy
Don’t just convince, persuade – give good advice
mohammed sherbiny NOVARTIS PC GALVUS 25
attitude[ ]+ ++ x
drive = Great personal