2. Benefits of increasing
Customer facing time
• More awareness about our products/ brand
• Curtain raising on Customer issues/ problems
• More confidence on the supplier/ sales person
• Better relationship between two individuals
from Buyer & Seller
Direct impact in Order booking
3. Quality of Customer Facing Time matters
1. Prepare before the meeting. Knowing about their plant, culture &
history before meeting will enable you to ask right questions.
2. Never meet customer on his seat, manage to bring him to
conference room with few of his colleagues. You will get full
attention & the message conveyed to more than one person
( sometimes subordinates can give good ideas)
3. Bring them to the plant / site where you can see your machines or
competition machines running. You will find something to highlight
or bring to their notice helping your cause.
4. Summarize the meeting with actions points & way forward. Bullet
points will be remembered & you will get commitment from him.
Cycle finished in 4 meetings in place of 7-8
5. How the Speed matters
Activities in Sales Cycle Normal case Speed case
Sales person X Y
Convincing customer & RFQ Generation 180 60*
Increase speed at all levels and see the sales getting double
Quote Submission 30 10*
Finalisation & Closure of Order 90 15
Payments/ LC 45 10
Delivery of Order 150 90*
Commissioning & Proving parameters 60 30
Time taken for Complete Cycle 555 215
No. of Cycles in 3 years 2.0 5.1
Value of each Order/ Cycle Euro 500,000 500,000
Total Business in 3 years in Euro 986,486 2,546,512
* Resources required
6. Slide 6
Before you call….prepare
Before you quit….try
Before you talk…..listen
Before you react…..think
Before you offer solution……understand need
Before you quote…..know their benefits
Never ever give cheap solution
if value to customer is Big
Clarity will come from
Before you play ………….Know the rules of the game
7. Accountability : Causes for Loss of Customers
1. The customer dies 1%
2. The customer moves 3%
3. A friend of customer emerge as competitor. 5%
4. The competition converts the customer to
become their supporter. 9%
5. The customer becomes dissatisfied. 14%
6. The customer believes that sales person
doesn’t care. 68%
( Above figures are from Mckinsey survey report 2002 )
The lesson is ………….LOVE YOUR CUSTOMER
8. Possibility of getting Business increases
• If you call customer that you have
solution which can be useful to him 10 %
• If you are referred by some common
friend or your friend joins new company 28 %
• If customer calls you that he has a project
& he wants to meet you 53 %
This information about the study is from www.synovate.com
It is always beneficial if you can manage
that customer invites you for the meeting
9. 1. What do I understand about the customer’s buying
process?
2. How have my selling activities helped the customer
commit to taking action?
3. What actions has the customer already committed to?
4. What actions has the customer not yet committed to?
5. What can I do now that might help the customer make the
next commitment?
6. What am I prepared to do if the customer refuses to
commit?
Questions which will bring different end result
Direct impact in Order booking
10. 6 point program for Success
• Listen ( People don’t listen)
• Think ( If they listen, they do not think)
• Analyse ( Sometimes they think, but do not analyse)
• Plan ( Road map is to be made)
• Communicate ( Even if they analyse, they do not
communicate properly, how can you expect good results
without conveying what you want to achieve)
• Action ( Normally people do this for sure, missing one
or all above steps).
Steps ensuring the success without fail
