First impressions selling


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First Impressions Selling

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  • IMAGE GAME SAY: We are going to take a look at 4 pictures. Use the activities book (Page X ), First Impressions. Based on your first impression, write down what you think these people do and where they are going. Show the 4 pictures of “punk”, business casual, business and formal one at a time. Discuss what they are seeing and their opinions.
  • Briefly discuss the contents of each slide, asking for their experiences and input
  • Ask two volunteers to sit in the front of the room to verbalize the first scenario . Read the slide. Debrief each scenario by asking participants how they felt during the conversation. Be sure to select two different participants for Scenario 2 BRIDGE: Now that we have discussed several aspects of first impressions and how to build trust and rapport, let’s look at pitfalls, possible mistakes we can make and plan to avoid them!
  • First impressions selling

    1. 1. Foundation for Selling Excellence (“First Impressions” Selling)
    2. 2. <ul><li>The “Sales Profession” What Is Your View? </li></ul>
    3. 3. <ul><li>Before joining this profession, what was your perception of the selling profession and salespeople? </li></ul>Sales Profession – Your View
    4. 4. <ul><li>First Impressions </li></ul>
    5. 5. First Impressions <ul><li>Take a look at the next four slides and ask yourself (Write down your observations on worksheet 3) </li></ul><ul><ul><li>Who are these people? </li></ul></ul><ul><ul><li>Where are they going? </li></ul></ul><ul><ul><li>What are your impressions of them? </li></ul></ul>
    10. 10. PROJECTING THE RIGHT IMAGE <ul><li>Our non-verbal behaviour can communicate a strong message, including: </li></ul><ul><li>Posture </li></ul><ul><li>Facial expression </li></ul><ul><li>Dressing and grooming </li></ul><ul><li>Being on time </li></ul>
    11. 11. POSTURE <ul><li>Stand straight and comfortably. </li></ul><ul><li>Stooping or standing too casually, may come across as disrespectful, tired, unenthusiastic, or disinterested. </li></ul><ul><li>Standing too stiffly, may appear rigid, nervous, uncomfortable, unapproachable, or cold. </li></ul><ul><li>If the customer moves toward or away from you, hold your ground. The customer is probably adjusting personal distance according to their comfort zone. </li></ul>
    12. 12. FACIAL EXPRESSIONS <ul><li>Make appropriate eye contact, focusing on the customer without nervously blinking or looking away. </li></ul><ul><li>Show a warm, natural, genuine smile. </li></ul><ul><li>Everyone likes happy, cheerful people no matter what mood they are in. </li></ul>
    13. 13. DRESSING & GROOMING <ul><ul><li>Our appearance and actions play strong roles in helping the customer make their decision. </li></ul></ul><ul><ul><li>The first thing that the customer is going to notice is our dress and grooming. </li></ul></ul><ul><ul><li>Our attire should project an all-business image. </li></ul></ul><ul><ul><li>We should emphasise quality, not style, in our wardrobe. Be aware of the customer’s and industry’s unwritten dress code. </li></ul></ul><ul><ul><li>We should avoid dressing to stand out and bring unnecessary attention to ourselves. The focus of attention should be the customer and the product. </li></ul></ul>
    14. 14. <ul><ul><li>Don’t be late for an appointment </li></ul></ul><ul><ul><li>Allow enough time so that even if traffic is heavier than expected, you will still arrive on time. </li></ul></ul><ul><ul><li>Being late is an easy way to tell customers that you don’t respect them and don’t value their time. </li></ul></ul><ul><ul><li>Call the customer if you are going to be unavoidably late. </li></ul></ul><ul><ul><li>If arriving too early, review call notes, plan needed resources, etc. </li></ul></ul>BEING ON TIME
    15. 15. <ul><ul><li>Be five minutes early, but remember … </li></ul></ul><ul><ul><li>Arriving too early may signal to the customer that you are too eager or nervous about the sale. The customer may feel pressured to see you before the appointed time or may believe that you have nothing else to do – that your time is not valuable. </li></ul></ul><ul><ul><li>Rushing to a sales appointment is a sure way to arrive exhausted, which is something a customer will notice. </li></ul></ul><ul><ul><li>Be relaxed when meeting the customer. Always have something to read to avoid fidgeting and getting edgy before the meeting. </li></ul></ul>BEING ON TIME (continued)
    16. 16. THE ART OF LISTENING <ul><li>Active Listening means being in the moment with your customer </li></ul><ul><li>Be involved; give full attention to your customer </li></ul><ul><li>Set aside your own opinions/perceptions </li></ul><ul><li>Watch non-verbal cues </li></ul><ul><li>Clarify and confirm your understanding of points made by your customer by: </li></ul><ul><ul><li>Restating or Summarizing </li></ul></ul><ul><ul><li>Acknowledging verbally and non-verbally </li></ul></ul><ul><ul><li>Use body language to encourage participation </li></ul></ul><ul><li>Use silence to your advantage </li></ul>
    17. 17. LISTENING <ul><ul><li>Stay Focused </li></ul></ul><ul><ul><li>Capture the Message </li></ul></ul><ul><ul><li>Help the Speaker </li></ul></ul>
    18. 18. Building Rapport <ul><li>Demonstrate Passion for Customer Needs </li></ul><ul><li>Sell your products with enthusiasm and confidence </li></ul><ul><li>Be proud of the company you work for </li></ul><ul><li>Show a genuine interest in your customer’s ‘world’ </li></ul><ul><li>Be in the moment </li></ul><ul><li>Actively listen </li></ul>
    19. 19. RAPPORT BUILDING <ul><li>Keep it short and simple. </li></ul><ul><li>Ask simple questions to judge the customer’s state of mind. </li></ul><ul><li>Have a plan </li></ul><ul><li>Relax and enjoy the call </li></ul>
    20. 20. RAPPORT BUILDING <ul><li>Show sincere interest and admiration for the </li></ul><ul><li>customer. </li></ul><ul><li>A positive comment helps to set a good tone. But don’t overdo it. </li></ul><ul><li>Discuss topics that are of interest. </li></ul><ul><li>Try general topics like weather, sports, or current affairs. However, be SINCERE…NOT CANNED </li></ul>
    21. 21. <ul><li> </li></ul><ul><li>TRUST AND RAPPORT CONVERSATION </li></ul>
    22. 22. Trust and Rapport Conversation (Role-Play Examples) <ul><li>Scenario 1 </li></ul><ul><ul><li>Two friends are discussing taking a vacation together; their pacing is different; they are getting along well </li></ul></ul><ul><li>Scenario 2 </li></ul><ul><ul><li>The same two friends are discussing going on a skiing vacation; one wants to go skiing; one does not; they disagree but stay in rapport with each other </li></ul></ul><ul><li>Each conversation takes two to three minutes </li></ul><ul><ul><li>Discuss First Impressions From Dialogue </li></ul></ul>
    23. 23. <ul><li>The </li></ul><ul><li>10 Biggest Mistakes </li></ul>
    24. 24. TEN BIGGEST SALES MISTAKES <ul><li>Failure to pre-call plan </li></ul><ul><li>Failure to set call objectives </li></ul><ul><li>Failure to identify customer’s needs </li></ul><ul><li>Inability to articulate the product features and benefits to fit the need </li></ul><ul><li>Too fast a pace in the sales presentation </li></ul>
    25. 25. TEN BIGGEST SALES MISTAKES (continued) <ul><li>Overreacting to objections (defensive, aggressive, dismissive, etc.) </li></ul><ul><li>Not earning the right to or asking for a commitment too soon </li></ul><ul><li>Nervousness </li></ul><ul><li>Talking too much (90% vs. 10%) </li></ul><ul><li>Failure to deliver joint promises made </li></ul>
    26. 26. <ul><li>Finally!!! </li></ul>
    27. 27. Finally!!! A professional and respectful approach will always be favoured over the opposite and it’s important that the sales representative “reads” the customer’s non-verbal while listening more than “TALKING”. Not only will you be an effective salesperson if you follow these steps but you’ll be an effective “Person” as well!