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PPB Retail Sales


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PPB Retail Sales

  1. 1. Presents Pump up the Performance
  2. 2. <ul><li>Welcome </li></ul>3/10/2010
  3. 3. What is retail ? <ul><li>The term 'retail' is derived from the French word </li></ul><ul><li>retailer which means 'to cut a piece off’ or ‘to break </li></ul><ul><li>bulk'. </li></ul><ul><li>Retailing is a vital part of the business industry that </li></ul><ul><li>involves selling products and services to consumers </li></ul><ul><li>for their individual or family use. </li></ul>3/10/2010
  4. 4. Here are the Top 10, as listed by PPP GDP 3/10/2010 4 PPP= Purchasing Power Parity / GDP =Gross Domestic Product
  5. 5. Future of retail 3/10/2010 Demand for white goods grew from 3.43 million units in 1995-96 to 8.72 million in 2005-06 and is expected to reach 13.14 million in 2009-10
  6. 6. Why do people have that PPP 3/10/2010
  7. 7. Some of the Retail Chains (India) 3/10/2010
  8. 8. Some of the Retail Chains (International) 3/10/2010
  9. 9. Some of the Brands and Manufactures 3/10/2010
  10. 10. <ul><li>Indian retail industry has been rated as the fifth most </li></ul><ul><li>attractive, emerging retail market in the world. Indian </li></ul><ul><li>retail industry which account for over 10 percent of </li></ul><ul><li>the country’s GDP </li></ul><ul><li>Eight percent of employment, is expected to grow at </li></ul><ul><li>a compounded rate of 30 per cent over the next five </li></ul><ul><li>years.  </li></ul>Retail Scenario in India 3/10/2010
  11. 11. 3/10/2010 India is one of the top ten emerging retail markets all over the globe. Eight percent of employment, is expected to grow at a compounded rate of 30 per cent over the next five years.  Manufacturing companies also recruit retail staff to reach out to the customers directly. Many MNC retail companies are already here in India and more on the way here . 
  12. 12. 3/10/2010 Shopping has become a hobby for the new generation. The whole concept of shopping has altered with time, in terms of format and consumer buying behavior. Thanks to rapid urbanization and sprawling shopping centers, multi-storeyed malls and huge complexes that emerge at an ever increasing speed in every upcoming city like Ahmedabad. 
  14. 14. What do you need to get there ? 3/10/2010 Employers look for people who enjoy working with others and who possess good communication skills. Employers also value workers who have the tact and patience to deal with difficult customers. Among other desirable characteristics are an interest in sales work, a neat appearance, and a courteous demeanor.
  15. 15. 3/10/2010 As you gain experience and seniority, you can often move into positions with greater responsibility and may be given your choice of departments in which to work. This opportunity often means moving to areas with higher potential earnings and commissions. Although doing so often requires extensive knowledge of the product and an excellent talent for persuasion.
  16. 16. 3/10/2010 The ability to speak more than one language may be helpful for employment in communities where people from various cultures live and shop. In many ways, working for a retail store is a little like running your own business. Most retailers’ look for an entrepreneurial drive teamed with an aptitude for analytical and quick thinking.
  17. 17. Break
  18. 18. Understanding the Sales 3/10/2010
  19. 19. The steps to sale 3/10/2010
  20. 20. Parallel Dimensions of Selling 3/10/2010 Selling Process Buyer’s Mental Steps Prospecting Presentation Discuss Product Present Marketing Plan Explain Business Prop. Suggest Purchase Interest Explain Business Prop. List Price, Shipping Cost, Discounts, Financing, ROI, Value Analysis Suggest Purchase Product, Quantity, Features, Delivery, Installation, Price M oney A uthority D esire Discuss Product S how F eature E xplain A dvantage L ead Into B enefit L et Customer Talk Desire Present Plan Availability, Delivery, Guarantee, Installation, Maintenance, Promotion, Training, Warranty Conviction Preapproach Follow-up & Service Attention Approach Presentation Trial Close Determine Objections Meet Objections Trial Close Close Purchase Desire Conviction
  21. 21. What is Selling? <ul><ul><li>Definition: </li></ul></ul><ul><ul><li>Identifying customer needs, and matching products to those needs. </li></ul></ul><ul><ul><li>Selling is the transfer of products or services from one person to another through an exchange mechanism called money. </li></ul></ul>3/10/2010
  22. 22. Most Of us would like to refer to a customer as
  23. 23. But they are 3/10/2010
  24. 24. <ul><li>As the old saying </li></ul><ul><li>“ Customer is king – treat him like one </li></ul><ul><li>And pamper him as much as you can.” </li></ul>3/10/2010
  25. 25. Sales Skills Training
  27. 27. SANITY CHECK! Common Held Myths About ‘Selling’
  28. 28. Selling is not about TALKING
  29. 29. Selling is about LISTENING
  30. 30. Selling is not about ‘ The Lowest Price’
  31. 31. Selling is about ‘ The Highest Value’
  32. 32. Selling is not about A Product
  33. 33. Selling is about A Solution
  34. 34. Selling is not about You
  35. 35. Selling is about The Prospect
  36. 36. Selling is not about DEBATING
  37. 37. Selling is about COMMUNICATION
  38. 38. Sales require Skills and knowledge Let’s get ‘STARTED’
  39. 39. <ul><li>IF YOU CAN OR IF YOU THINK YOU CAN’T … YOU’RE RIGHT. </li></ul><ul><li>- HENRY FORD. </li></ul><ul><li>YOU DON’T DROWN BY FALLING IN THE WATER </li></ul><ul><li>YOU DROWN BY STAYING THERE. </li></ul><ul><li> - EDWIN LOUIS COLE </li></ul>Wise words
  40. 40. Customers/ People <ul><li>People are like ‘Icebergs’! </li></ul><ul><li>Above the surface: Small part – Explicit </li></ul><ul><li>Below the surface: Larger part – Implicit (Emotions, Perceptions and Intentions) </li></ul><ul><li>Though we communicate at both levels but it’s the explicit part that is generally visible </li></ul><ul><li>Explicit – Polite Vs Implicit – Irritated </li></ul>KNOW YOUR CUSTOMER
  41. 41. Qualities of the Sales Person <ul><li>Have a spotless appearance – nice formal dressing can only help </li></ul><ul><li>Radiate trust and sympathy </li></ul><ul><li>Radiate confidence that you know your stuff very well and your presence can be of use to the customer </li></ul><ul><li>Build a rapport </li></ul>
  42. 42. 3/10/2010 “ YOU” –Are very Vital <ul><li>You are the first impression of the organization to the customer </li></ul><ul><li>Based on whatever you do the customer perceives the organization </li></ul>
  43. 43. Serving a customer.. <ul><li>Step 1 – Smile and greet the customer </li></ul><ul><li>Step 2 - Understand Customers’ personality </li></ul><ul><li>Step 3 - Adjust communication to different personality types </li></ul><ul><li>Step 4 – Listen to the customer </li></ul><ul><li>Step 5 – Provide the best service to customer. </li></ul><ul><li>Always service with A SMILE </li></ul>3/10/2010
  44. 44. Break
  45. 45. How to open a Sales talk? <ul><li>Do you start by speaking about how good your products or services are? </li></ul><ul><li>Or a small talk about weather? </li></ul><ul><li>Or is it better to start with introducing yourself? </li></ul><ul><li>“ The first 10 words are more important than your next 10,000!” </li></ul>
  46. 46. Opening a Sales Call <ul><li>First 30 seconds of a sales call are crucial </li></ul>You never get a second opportunity to make the first impression Therefore, you need to: Set the scene in a positive way Raise attention of the prospect Kick off for a successful close
  47. 47. <ul><li>10 seconds: </li></ul><ul><li>You've already made a very clear impression </li></ul><ul><li>on prospects. </li></ul><ul><li>Less than 25 seconds: </li></ul><ul><li>They're beginning to make &quot;Go/No Go“ </li></ul><ul><li>decisions about buying from you. </li></ul><ul><li>Within 2-4 minutes: </li></ul><ul><li>They are likely to have decided whether or not </li></ul><ul><li>you're the person they'd like to buy from. </li></ul>3/10/2010
  48. 48. Opening a Sales Call ‘getting your customer’s attention’ <ul><li>Many a times opening line is about a product </li></ul><ul><li>and that can be irritating as the customer may </li></ul><ul><li>not even know what that product can do for him </li></ul>You need to ask an exuberant question to raise the interest of the customer!
  49. 49. Meeting Prospects for the First Time <ul><li>Smile deep and wide </li></ul><ul><li>Maintain eye contact </li></ul><ul><li>Offer a greeting </li></ul><ul><li>Shake hands </li></ul><ul><li>Always wear your name tag </li></ul><ul><li>Speak the language of the customer </li></ul><ul><li>Talk Politely and in a pleasant tone </li></ul><ul><li>Ask the customer what he/she is looking for in the store and if you can help him/her </li></ul>3/10/2010 Some claim it takes 43 muscles to frown and 17 to smile, we should just smile because it's easier.
  50. 50. Communication – A key to success There is a communication wall between people: What you think # What you say # What the others hear # What the others understand # What the others do Why customers do not understand what you are trying to say? You must carefully select the words to express what you really want to say
  51. 51. <ul><li>THE ONLY PERSON WHO CAN ADD VALUE TO </li></ul><ul><li>YOUR CUSTOMER’S LIFE IS YOU. </li></ul><ul><li>AND YOU GOT TO KNOW IT . </li></ul><ul><li>EVEN HEAVEN NEVER HELPS THE PERSON </li></ul><ul><li>WHO WILL NOT ACT </li></ul>Wise words
  52. 52. 3/10/2010 Communication : The Flow Sender Receiver Message Feedback Channel Perception Delivery Formulating Response Understanding
  53. 53. 3/10/2010 “ Listening, whether done by individuals or by companies and government, is a signal of respect. When people don’t feel listened to, they don’t feel respected. And when they don’t feel respected, they feel anger and resentment. This resentment is multiplied and painful if people think you’re pretending to listen but aren’t.” - Hugo Powell
  54. 54. “ We were given two ears but only one mouth. This is because God knew that listening was twice as hard as talking.”
  55. 55. Improving Listening in the Workplace <ul><ul><li>Stop talking. </li></ul></ul><ul><ul><li>Control external and internal distractions. </li></ul></ul><ul><ul><li>Become actively involved. </li></ul></ul><ul><ul><li>Separate facts from opinions. </li></ul></ul><ul><ul><li>Identify important facts. </li></ul></ul><ul><ul><li>Ask clarifying questions. </li></ul></ul><ul><ul><li>Paraphrase to increase understanding. </li></ul></ul><ul><ul><li>Capitalize on lag time. </li></ul></ul><ul><ul><li>Be aware of gender differences. </li></ul></ul>
  56. 56. Ten Misconceptions About Listening <ul><li>1. Listening is a matter of intelligence. </li></ul><ul><li>Fact : Careful listening is a learned behavior. </li></ul><ul><li>2. Speaking is a more important part of the communication process than listening. </li></ul><ul><li>Fact : Speaking and listening are equally important. </li></ul><ul><li>3. Listening is easy and requires little energy. </li></ul><ul><li>Fact : Active listeners undergo the same physiological changes as a person jogging. </li></ul>
  57. 57. Ten Misconceptions About Listening <ul><li>4. Listening is an automatic reflex. </li></ul><ul><li>Fact : Listening is a conscious, selective process;hearing is an involuntary act. </li></ul><ul><li>5. Speakers are able to command listening. </li></ul><ul><li>Fact : Speakers cannot make a person really listen. </li></ul><ul><li>6. Hearing ability determines listening ability. </li></ul><ul><li>Fact : Listening happens mentally – between the ears. </li></ul>
  58. 58. Ten Misconceptions About Listening <ul><li>7. Speakers are totally responsible for communication success. </li></ul><ul><li>Fact : Communication is a two-way street. </li></ul><ul><li>8. Listening is only a matter of understanding a speaker’s words. </li></ul><ul><li>Fact : Nonverbal signals also help listeners gain understanding. </li></ul>
  59. 59. Ten Misconceptions About Listening <ul><li>9. Daily practice eliminates the need for listening training. </li></ul><ul><li>Fact : Without effective listening training, most practice merely reinforces negative behaviors. </li></ul><ul><li>10. Competence in listening develops naturally. </li></ul><ul><li>Fact : Untrained people listen at only 25 percent efficiency. </li></ul>
  60. 60. Most Irritating Listening Habits <ul><li>1. Rushing the speaker and making him feel he is wasting the listener’s time. </li></ul><ul><li>2. Interrupting the speaker. </li></ul><ul><li>3. Not looking at the speaker. </li></ul><ul><li>4. Getting ahead of the speaker (finishing her thoughts). </li></ul><ul><li>Not responding to the speaker’s requests. </li></ul>
  61. 61. Most Irritating Listening Habits <ul><li>Showing interest in something other than what the speaker is saying. </li></ul><ul><li>Saying “Yes, but . . .,” as if the listener’s mind is made up. </li></ul><ul><li>Topping the speaker’s story with “That reminds me . . .” or “That’s nothing; let me tell you about. . . .” </li></ul><ul><li>Forgetting what was talked about previously. </li></ul><ul><li>10. Asking too many questions about details. </li></ul>
  62. 62. Break
  63. 63. CUSTOMER BASED TECHNIQUES <ul><li>Sell yourself not just the product. </li></ul><ul><li>Be confident and genuine, the customer can hear it in your tone of voice </li></ul><ul><li>Find a common ground with the customer; make them feel comfortable </li></ul><ul><li>Answer customer questions to the best of your knowledge; don’t over do. </li></ul>12/27/11
  64. 64. Be A Seller NOT a Teller Be A Seller NOT an order Taker
  65. 65. What is the number one word that every Sales person is afraid of ? NO !! I need to think about it I don’t need any help I am fine I have to much debt to spend that much I don’t have time now, How do you avoid the NOs I need to ask my Wife
  66. 66. 3/10/2010 The first “no” from the prospect isn’t necessarily an absolute refusal to buy It only means that the customer is not yet convinced & the customer is saying tell more
  67. 67. It is too expensive Our machines really are good value for money, remember there are no hidden extras so all the cables, mouse mat etc are included. You will find our prices for the quality hard to beat.     But I want some of the titles from the Home Compilation pack and some from the Games pack. In order to keep our prices competitive the choice of free software is one pack. I am sure you will be happy with _____.    
  68. 68. I have got to check with my wife/husband first. Why not complete the paperwork, you have – days to cancel, then when you bring him/her in we only have to show the demonstration. Why do you have to deliver? Each machine is the latest technology and brand new as we manufacture on a supply and demand basis. This means your machine is fresh and new.
  69. 69.   I have a friend who will fix the PC for me. I do not need your Support package. Will your friend be there when you need him? What about when he goes on holiday, does his own job? Even your friend will have to pay for parts. But why do you have to wait 10 days for the software. The software comes pre-loaded for you and each machine is fully tested before leaving Tiny
  70. 70. I have heard your support is not very good and that the lines are always engaged. Some periods are busier than others. We have one of the largest support teams in the country with fully trained operators to help you. My friend told me that an integrated graphics card is no good. The integrated graphics card gives excellent 3d graphics. Come and look at one of the games. If you will use your PC more for games consider the PC with the Riva TNT Invid card.
  71. 71. I have never heard of these Lexmark printers Lexmark are a well respected, brand name particularly in Europe and give a high quality print. Let me show you. Also if the printer is out of stock you get a better printer for free as they will deliver the upgrade. Those sub woofers don’t look very good. They are excellent sound quality. Listen I have heard that ATHLON machines are faster. Our machines are industry standard.
  72. 72. Difficulties With Closing <ul><li>Closing is the easiest part of the presentation </li></ul><ul><li>As salespeople we may fail to close because </li></ul><ul><ul><li>We are not confident in our ability to close </li></ul></ul><ul><ul><li>We determine that the prospect does not need the quantity or type of service/product, or that the prospect should not buy </li></ul></ul><ul><ul><li>We may not have worked hard enough in developing a customer profile and customer benefit plan </li></ul></ul>EFFECTIVE TELESERVICES
  73. 73. 8 rules for closing a sale <ul><li>Stop talking </li></ul><ul><li>Stop showing more products </li></ul><ul><li>Summarize features/benefits </li></ul><ul><li>Don’t rush customer </li></ul><ul><li>Use words of ownership </li></ul><ul><li>Use major objections </li></ul><ul><li>Use effective product presentations </li></ul><ul><li>Look for minor agreements on selling points </li></ul>
  74. 74. When Should I Pop the Question? <ul><li>Closing is the process of helping people make a decision that will benefit them </li></ul><ul><li>No magic phrases and techniques to use in closing a sale </li></ul><ul><li>Close when the prospect is in the conviction stage of the mental buying process </li></ul>
  75. 75. Looking at Closing From The Prospect’s Point of View <ul><li>Consider these buyer questions: </li></ul><ul><li>Do I really need this product? </li></ul><ul><li>Does this product measure up to the competition? </li></ul><ul><li>Should I postpone buying? </li></ul><ul><li>Will this supplier stand behind the product? </li></ul><ul><li>What will my friends think if I buy this item? </li></ul>
  76. 76. Guidelines for Closing the Sale <ul><li>Focus on dominant buying motives </li></ul><ul><li>Negotiate the tough points before attempting a close </li></ul><ul><li>Be patient </li></ul><ul><li>Avoid surprises at the close </li></ul><ul><li>Do not isolate the prospect </li></ul><ul><li>Show confidence </li></ul><ul><li>Ask for the order more than once </li></ul>
  77. 77. Use Tie Downs TIE-DOWNS COME IN FOUR DIFFERENT STYLES: Standard, Inverted, Internal and Tag-On
  78. 78. THE “ STANDARD” TIE-DOWN <ul><li>The standard Tie-Down is used on the end of a sentence. </li></ul><ul><li>Here are twenty-one STANDARD TIE-DOWNS that are very useful. </li></ul>Selling is the art of asking the right questions to get the minor yeses that allow you to lead your prospect to the major decisions and the major YES! Aren't they? Don't we? Isn't it? Aren't you? Shouldn't it? Isn't that right? Can't you? Wouldn't it? Didn't it? Couldn't it? Haven't they? Wasn't it? Doesn't it? Hasn't he? Won't they? Don't you agree? Hasn't she? Won't you? Wouldn't you agree? Can't they? Won't it?
  79. 79. THE ‘TAG-ON’ TIE DOWN <ul><li>The TAG-ON is very similar to the standard tie down, in the respect that you simply use the tie-down to agree with a positive statement your customer has made. </li></ul><ul><li>e.g. Customer - &quot;That sounds like a very attractive price plan.&quot; </li></ul><ul><li>Your Response - &quot;Yes it does, doesn’t it?” Or simply - &quot;Doesn't it?” </li></ul>
  80. 80. THE ‘INVERTED’ TIE-DOWN <ul><li>For variety and to add warmth, put the TIE-DOWN at the beginning of the sentence. A good mixture of the four types of tie-downs won't find their way into your sales presentation by accident. A Winner uses all four types smoothly, and without lessening any of his or her concentration on the customer. Such a high level of skill demands rehearsal. </li></ul><ul><li>Use the TIE-DOWN exercise to invert sentences for practice. Recast each sentence as you go through them and say them aloud in the inverted form. </li></ul><ul><li>i.e. &quot;Many progressive companies are using computers today, aren't they?” </li></ul><ul><li>That inverts into - &quot;Aren't a lot of companies using computers today?&quot; </li></ul><ul><li>i.e. &quot;It would be great to have an advanced computer, wouldn't it?” </li></ul><ul><li>That inverts into - &quot;Wouldn't it be great to have an advanced computer?” </li></ul><ul><li>Sometimes changing an extra word or two helps smooth out the sentence. It also makes it easier to deliver your message. </li></ul>
  81. 81. Essentials of Closing Sales <ul><li>Be sure your prospect understands what you say </li></ul><ul><li>Tailor your close to each prospect </li></ul><ul><li>Everything you do and say should consider the customer’s point of view </li></ul><ul><li>Never stop at the first “no” </li></ul><ul><li>Learn to recognize buying signals </li></ul>
  82. 82. <ul><li>Before you close, attempt a trial close </li></ul><ul><li>After asking for the order—be silent </li></ul><ul><li>Set high goals for yourself and develop a personal commitment to reach your goals </li></ul><ul><li>Develop and maintain a positive, confident, and enthusiastic attitude toward yourself, your products, your prospects, and your close </li></ul>Essentials of Closing Sales
  83. 83. Closing Phrases <ul><li>Help them make the buying decision </li></ul><ul><li>LEAD THEM TO THE SALE! </li></ul><ul><li>“ Let's do this.” “Let's place the order now so you don't miss out!” </li></ul><ul><li>&quot;Let's go ahead and put you down for one, OK?&quot; </li></ul><ul><li>&quot;Here is what I highly recommend we do, OK?&quot; </li></ul>
  84. 84. THE ‘INTERNAL‘ TIE-DOWN <ul><li>The smoothest way to hide a tie-down is to drop it in the middle of a complex sentence. This is much easier than it sounds. Let's look at one example used in three different formats. </li></ul><ul><li>Standard form : The tie-down is last </li></ul><ul><li>When you work with a new customer you should try for several minor yeses before you go for the big YES at the close, wouldn't you agree? </li></ul><ul><li>Inverted form : The tie-down is first </li></ul><ul><li>Wouldn't you agree that you should try for several minor yeses before you go for the big YES at the close? </li></ul><ul><li>Internal form : The tie-down is in the middle </li></ul><ul><li>When you work with a new customer, wouldn't you agree that you should try for several minor yeses before you go for the big YES at the close? </li></ul>
  85. 85. Wise words <ul><li>YOU CANNOT ESCAPE THE RESPONSIBILTY </li></ul><ul><li>OF TOMORROW BY EVADING IT TODAY !!! </li></ul><ul><li> ABHRAHAM LINCOLN </li></ul><ul><li>THE BUCK STOPS HERE !! </li></ul>