Sale Survival Skills

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Sale Survival Skills

  1. 1. BASIC SALES SURVIVAL SKILLS A CUSTOMER NEEDS FOCUSED APPROACH TO SELLING Presented By Glen Harwick
  2. 2. SEMINAR RULES <ul><li>Please Put All Cell Phones On Vibrate </li></ul><ul><li>If You Need To Answer You Phone Please Get Up & Leave The Room </li></ul><ul><li>I Don’t Want To Do All Of The Talking For The Next Four Hours, Please Don’t Be Afraid To Participate </li></ul><ul><li>Keep An Open Mind When Evaluating All Subject Matter </li></ul>
  3. 3. Introduction <ul><li>The Challenge Facing Those Of You Here Today Will Be To Evaluate This Material </li></ul><ul><li>Decide Which Information You Like & Feel Comfortable With </li></ul>
  4. 4. <ul><li>Internalize The Information </li></ul><ul><li>Apply It To Your Product </li></ul><ul><li>Taylor It To Your Personality </li></ul><ul><li>Practice It Until It Sounds Natural </li></ul><ul><li>Use It Everyday When Selling </li></ul>
  5. 5. A Formula for Sales Power <ul><li>Why Do Some Sales People Sell More Than Others </li></ul><ul><li>What Are Some of The Elements That Contribute to The Success of High Performance Salespeople </li></ul>
  6. 6. A Formula for Sales Power <ul><li>Product Knowledge </li></ul><ul><li>+ Sales Know How </li></ul><ul><li>+ Persuasive Ability </li></ul><ul><li>+ Achievement Drive </li></ul><ul><li>= Sales Power </li></ul>
  7. 7. REAL SALES POWER <ul><li>Product Knowledge </li></ul><ul><li>+ Sales Know How </li></ul><ul><li>+ Persuasive Ability </li></ul><ul><li>X Achievement Drive </li></ul><ul><li>= Sales Power </li></ul>
  8. 8. <ul><li>What Skills Do You Possess That Will Cause You To Be Successful </li></ul><ul><li>How Would Closest Friends Describe What Salespeople Do </li></ul><ul><li>How Would You Describe What Salespeople Do </li></ul>
  9. 9. <ul><li>What Is Congruence? </li></ul><ul><li>Congruence: The Quality Or State Of Agreeing Or Corresponding </li></ul><ul><li>Congruent: Coinciding At All Points When Super-imposed </li></ul>
  10. 10. Sales Congruence Model Values Commitment To Activities Belief In Product View of Selling View of Abilities Congruence 5
  11. 11. Rate your Willingness & Ability to: <ul><li>Organize Your Time </li></ul><ul><li>Contact Qualified Buyers </li></ul><ul><li>Gain Trust & Rapport With People </li></ul><ul><li>Make An Effective Presentation </li></ul><ul><li>Ask People To Buy After Showing Them You Can Fill Their Needs </li></ul><ul><li>Ask People To Refer Others </li></ul><ul><li>Accept Rejection And Continue To Persevere </li></ul>
  12. 12. Three Styles Of Selling How do you Sell?
  13. 13. The Canned Presentation <ul><li>Memorized Presentation Where Information Is Always Delivered The Same Way To Everyone </li></ul><ul><li>The Salesperson Did Most Of The Talking Leaving The Prospect To Passively Listen </li></ul>
  14. 14. <ul><li>What’s Wrong With This Style Of Selling </li></ul><ul><li>It Assumed That Everyone Had The Same Needs As Well As Buying Motives </li></ul>
  15. 15. Stimulus Response Selling <ul><li>Salesperson Dominates The Conversation Flooding The Prospects With Features And Benefits Hoping To Hit a Hot Button </li></ul><ul><li>They Than Take The Prospect Through The Desire, Conviction, And Close Steps </li></ul>
  16. 16. <ul><li>What’s Wrong With Stimulus Response Selling </li></ul><ul><li>It’s Product Focused & Easy To Try & Close Before Needs Have Been Established </li></ul>
  17. 17. <ul><li>A Philosophy Of Selling That Views The Sales Process As Filling Needs And Solving Problems </li></ul><ul><li>A Strategy For Selling That Structures A Step-by-step Process </li></ul><ul><li>An Ethics Or Value Driven System That Guides A Salesperson’s Activities </li></ul>Needs Focused Selling
  18. 18. <ul><li>Salespeople Assume Role Of a Consultant </li></ul><ul><li>How? </li></ul><ul><li>By Asking Questions </li></ul><ul><li>Listening To Information </li></ul><ul><li>Offering Advise And Assistance </li></ul><ul><li>Helping People Find Solutions </li></ul>How Does Needs Focused Selling Work
  19. 19. Needs Focused Selling <ul><li>Focuses On Values & Ethics Not Just Strategies & Techniques </li></ul><ul><li>It Redefines Selling As An Activity Of Identifying & Filling Customer Needs </li></ul>
  20. 20. Ten Commandments of Selling <ul><li>Selling Is An Exchange Of Value </li></ul><ul><li>It isn’t Something You Do To Someone, It’s Something You Do For And With Someone </li></ul><ul><li>Understanding People’s Wants & Needs Should Always Precede Any Attempt To Sell </li></ul><ul><li>Develop Trust & Rapport Before Selling Activity Begins </li></ul>
  21. 21. <ul><li>Selling Techniques Give Way To Selling Principles. </li></ul><ul><li>Integrity & Ethics Are Accepted As The Basis For Long-term Selling Success </li></ul><ul><li>A Salesperson’s Ethics & Values Contribute More To Sales Success Than Techniques Or Strategies </li></ul>
  22. 22. <ul><li>Selling Pressure Isn’t Exerted By Salespeople But By Customers When They Want Or Need A Product Or Service </li></ul><ul><li>Negotiation Isn’t Manipulation. It’s A Strategy To Work Out Problems That Stand In The Way Of Doing Business </li></ul><ul><li>Closing Is Where Both Sides Win. It’s Part Of The Sales Process, Not The Conclusion </li></ul>
  23. 23. Six Steps for Success
  24. 24. Six Steps for Success APPROACH INTERVIEW DEMONSTRATE VALIDATE NEGOTIATE CLOSE
  25. 25. <ul><li>To Establish Rapport with People </li></ul><ul><li>Break Preoccupations, Stereotype </li></ul><ul><li>Put People At Ease </li></ul><ul><li>Get People Talking About Themselves & Their Interests </li></ul><ul><li>Get Them To Open Up Mentally & Physically </li></ul>Approach
  26. 26. Interview <ul><li>To Identify Peoples Wants & Needs </li></ul><ul><li>Help People Discover & Understand Their Own Needs </li></ul><ul><li>Understanding People’s Concerns, Objections, Emotions & Buying Motives </li></ul>
  27. 27. Demonstrate <ul><li>To Show How You Can Help People </li></ul><ul><li>Making A Presentation </li></ul><ul><li>Showing Customers Benefits, Not Just Products Or Features </li></ul><ul><li>Listening & Understanding People’s Responses & Objections </li></ul>
  28. 28. Validate <ul><li>To Gain Trust & Confidence </li></ul><ul><li>In You, Your Company, Your Product Or Service </li></ul><ul><li>Remove Fears, Risks, & Anxieties </li></ul><ul><li>Convince People Of The Benefits Of Doing Business With You as Well as Your Product Or Service </li></ul>
  29. 29. Negotiate <ul><li>Work Out Issues Keeping People From Buying </li></ul><ul><li>Identify Objections Or Issues </li></ul><ul><li>Get Agreement People Are Interested In Working Them Out </li></ul><ul><li>Show How Benefits Outweigh Costs </li></ul><ul><li>Ask For People’s Opinions & Solutions </li></ul>
  30. 30. Closing <ul><li>Asking for a Decision at The Right Time </li></ul><ul><li>What Do You do If You Can’t close </li></ul><ul><li>Go Back & Evaluate, You Missed Something </li></ul>
  31. 31. How to Communicate With Different People <ul><li>Ever Notice That People Just Don’t Think Alike! </li></ul>S-2
  32. 32. <ul><li>Give Two People The Same Set Of Facts Or Information & There’s A Good Chance You’ll Get Two Different Interpretations </li></ul><ul><li>Different Things Motivate Us </li></ul><ul><li>If We Can Identify Those Differences & Adjust To Them You’ll Be Much Better At Communicating With People </li></ul>How To Communicate with Different People
  33. 33. T ALKERS <ul><li>Social Types Who Enjoy People </li></ul><ul><li>Upbeat, Enthusiastic </li></ul><ul><li>High Energy </li></ul><ul><li>Easy To Approach & Gain Rapport With </li></ul><ul><li>Usually Easy To Like </li></ul><ul><li>Like Telling Jokes & Talking To People </li></ul><ul><li>Life Of The Party-type People </li></ul>
  34. 34. <ul><li>Friendships & Emotional Sharing Are Important To Them </li></ul><ul><li>Are Not Good With Paperwork, Details Or Follow-up </li></ul><ul><li>Their Environments Or Cars Tend To Be Cluttered </li></ul><ul><li>They Like The Spotlight & Things That Bring Them Recognition </li></ul>
  35. 35. <ul><li>Usually Dress Well, Possibly Even Flashy </li></ul><ul><li>Body Language Tends to Be Animated Gestures Include: </li></ul><ul><li>Open Arms & Palms </li></ul><ul><li>Open Mouths </li></ul><ul><li>They May Have a Hard Time Holding Eye Contact During Conversations </li></ul>
  36. 36. Selling Talkers <ul><li>Develop Relationships With Them </li></ul><ul><li>Show a High Level Of Interest In Them </li></ul><ul><li>Entertain Them Socially </li></ul><ul><li>Play To Their Ego, Talk About How They’ll Get Credit Or Look Good </li></ul><ul><li>Talk About Others Who Are Customers </li></ul>
  37. 37. DOERS <ul><li>Objective Is To Get Things Done </li></ul><ul><li>Demanding </li></ul><ul><li>Impulsive </li></ul><ul><li>Impatient </li></ul><ul><li>Energetic </li></ul><ul><li>Highly Competitive </li></ul>
  38. 38. <ul><li>Bottom-line Oriented </li></ul><ul><li>Achievement Driven </li></ul><ul><li>Type A Behavior </li></ul><ul><li>Make Decisions Quickly Once They Believe They Have All Of The Facts </li></ul><ul><li>Like Recognition & Power </li></ul><ul><li>Like To Be Right </li></ul>
  39. 39. <ul><li>Love To Give Advice To Others & Talk About Their Achievements </li></ul><ul><li>Generally Not Known For Their Warmth & Friendliness </li></ul><ul><li>Surrounded By Trophies, Awards, Plaques & Pictures With High Profile People </li></ul>
  40. 40. <ul><li>May Appear To Be Restless And Have Nervous Mannerisms </li></ul><ul><li>Steeple Or Drum Their Fingers </li></ul><ul><li>May Lean Back And Away From You While In Conversation </li></ul><ul><li>Tend To Punctuate The Air With Their Index Finger To Emphasize A Point </li></ul>
  41. 41. DOERS <ul><li>Make Up A Large Percentage Of People In Management Positions . </li></ul>
  42. 42. Selling Doers <ul><li>Show Interest In How They Got Where They Are Now </li></ul><ul><li>Minimize Features, Maximize Benefits </li></ul><ul><li>Take Care Of Details For Them </li></ul><ul><li>Give High Profile References </li></ul><ul><li>Stress Results, Bottom Line, Achievement </li></ul><ul><li>Honor Their Time Parameters </li></ul>
  43. 43. Plodders <ul><li>Steady, Even-Tempered </li></ul><ul><li>Dependable </li></ul><ul><li>Like to do Their Jobs Well </li></ul><ul><li>Never to High or to Low </li></ul><ul><li>Need Stability and Security </li></ul><ul><li>Good Listeners </li></ul>
  44. 44. <ul><li>Slower Paced </li></ul><ul><li>Like To Talk About Hobbies, Interests, Family And Friends </li></ul><ul><li>Like Tried & True Things </li></ul><ul><li>Value Harmony </li></ul><ul><li>Don't Like Confrontation </li></ul><ul><li>Resist Change </li></ul><ul><li>Take Their Time making Decisions </li></ul>
  45. 45. PLODDERS <ul><li>Plodders Make up About 40 to 50 % of the Population </li></ul>
  46. 46. Selling Plodders <ul><li>Remove Risk </li></ul><ul><li>Understand, To Them Time Tested Is Better Than New And Improved </li></ul><ul><li>Stress Dependability, Reliability </li></ul><ul><li>Give Them Time & Space Do Not Push ! </li></ul>
  47. 47. Controllers <ul><li>Highly Organized Logical & Rational </li></ul><ul><li>Attention To Detail </li></ul><ul><li>High Need To Be Right </li></ul><ul><li>Want Specific Proof And Data Presented In a Logical Manner </li></ul><ul><li>Decisions Based On Facts And Figures, Not On Emotions </li></ul>
  48. 48. <ul><li>Environments Are Neat & Organized </li></ul><ul><li>Show Low Emotional Response </li></ul><ul><li>Conversations Center Around Methods & Functions </li></ul><ul><li>Folded Arms & Crossed Legs </li></ul><ul><li>Steeple Fingers </li></ul><ul><li>Motto: A Place For Everything And Everything In It’s Place </li></ul>
  49. 49. Selling Controllers <ul><li>Sell Efficiency, Return On Investment, Long Term Value </li></ul><ul><li>Show Them How To Eliminate Waste </li></ul><ul><li>Give Proof Your Product/Service Works </li></ul><ul><li>Give Enough Facts & Detail To Satisfy Them </li></ul>
  50. 50. Write Down The Name of a Prospect, Family Member Or Close Friend. Think About The Four Personality Styles Than Describe That Persons: <ul><li>Environment </li></ul><ul><li>Attitude </li></ul><ul><li>Pace </li></ul><ul><li>Tone Of Voice </li></ul><ul><li>What’s Their Personality Type </li></ul><ul><li>What Would Your Strategy Be To Sell Them </li></ul><ul><li>How Does Your Style Interact With Theirs </li></ul>
  51. 51. Points To Remember About Behavior Styles <ul><li>Few People Conform To One Style Alone, Most Are A Combination Of Several. However They Will Usually Have One Dominant Behavior Style </li></ul><ul><li>Observe Pace, Tone, Attitude, Energy & Adapt </li></ul><ul><li>If Your In Telephone Sales Listen To The Volume, Energy Level & Speed Of Peoples Voices </li></ul><ul><li>Carefully Notice What People Choose To Bring Into Their Environments </li></ul><ul><li>Be Sensitive To How Close People Want You To Get </li></ul>
  52. 52. Behavior Styles Self-Evaluation Sheet <ul><li>What’s Your Personality Style? </li></ul><ul><li>What Will You Now Do In Order To Better Understand Peoples Styles? </li></ul><ul><li>How Have You Conflicted With Peoples Styles In The Past? </li></ul><ul><li>What Main Point Will You Take Away From This Section </li></ul>
  53. 53. Approaching People or <ul><li>Getting to Know You, Getting to Know All About You </li></ul>S-3
  54. 54. Approaching People <ul><li>When Meeting People Always Assume They’re Busy With Their Own Activities </li></ul><ul><li>Why </li></ul><ul><li>They May Consciously or Unconsciously Resent Your Intrusion Into Their Busy Schedule </li></ul>
  55. 55. <ul><li>If You Approach People Correctly You Can Accomplish Four Things Which Will Help You Succeed </li></ul><ul><li>Break Their Preoccupation/Perception </li></ul><ul><li>Establish Rapport With Them </li></ul><ul><li>Put Them at Ease </li></ul><ul><li>Begin to Gain Their Trust </li></ul><ul><li>How Important Is It To Establish Trust & Rapport* </li></ul>
  56. 56. <ul><li>Where Trust and Rapport Are Weak, Any Selling Pressure Will Usually Be Perceived As Strong and Have a Negative Affect on Your Ability to Make a Sale </li></ul><ul><li>Were Trust and Rapport Are Strong, Selling Pressure Will Almost Always Appear Weak-Regardless of How Strong It Really Is </li></ul>
  57. 57. <ul><li>Direct Your Entire Focus Onto Your Prospect </li></ul><ul><li>Say To Yourself: </li></ul><ul><li>At This Moment This Is The Most Important Person In The World To Me </li></ul><ul><li>Beware of Preoccupations </li></ul><ul><li>Theirs as well as Yours </li></ul>
  58. 58. <ul><li>Be Observant, Notice Everything About Them & Their Environments Things Like: </li></ul><ul><li>Pictures, Trophies, Hobbies </li></ul><ul><li>How They Dress </li></ul><ul><li>Tone Of Voice, Pace, Mannerism & Gesture </li></ul>
  59. 59. <ul><li>Don’t Pull Out Sales Material Or Do Anything That Gives The Impression That You’re There Just To Sell Something. </li></ul><ul><li>Try To Appear Comfortable And At Ease But Not To Familiar Or Casual </li></ul><ul><li>Try To Match Their Pace & Tone Of Voice </li></ul><ul><li>Don’t Invade Their Space </li></ul>
  60. 60. <ul><li>Get Them Talking about Themselves </li></ul><ul><li>Everyone Has Something They’re Proud Of, Something They Like To Talk About </li></ul><ul><li>Its Important To Engage In Small Talk In Your Approach, Try To Gear Your Small Talk To The Type Of Person Your With </li></ul><ul><li>Ask Non-threatening Open Ended Questions </li></ul>
  61. 61. <ul><li>Gradually Work Your Way Into Non-threatening Open Ended Job Related Questions </li></ul><ul><li>Think About Starting With An Approach Qualifying Question </li></ul><ul><li>I Have A Lot Of Customers I Work With Who Enjoy The Benefits Of Doing Business With ________. I Don’t Know If We Can Help You But If You Don’t Mind I’d Like To Ask You Some Questions To Try & Determine If We Can Be Of Assistance To You </li></ul>
  62. 62. <ul><li>Use Open Ended Questions </li></ul><ul><li>Open Ended Questions Call for Explanations, and Usually Begin With One of These Six Words: </li></ul><ul><li>WHO </li></ul><ul><li>WHAT </li></ul><ul><li>WHERE </li></ul><ul><li>WHEN </li></ul><ul><li>WHY </li></ul><ul><li>HOW </li></ul>
  63. 63. Examples <ul><li>How Long Have You Been With The Company </li></ul><ul><li>What Did You Do Before You Moved Into Your Current Position </li></ul><ul><li>What Is Your Companies Primary Market Focus </li></ul><ul><li>How Has Your Business Changed </li></ul><ul><li>What Are You Unhappy About With Your Current Vendor </li></ul><ul><li>What Factors Contributed Most To Your Overall Success </li></ul>
  64. 64. <ul><li>Hold Eye Contact & Try To Listen To How They Feel </li></ul><ul><li>Focus Your Eyes Onto The Eyes Of The Person You’re Talking To, This Does Two Things: </li></ul><ul><li>It Plugs You Into Them Allowing You To Better Receive Feelings & Emotions </li></ul><ul><li>Causes You To Make A Much Greater Impact On The Other Person </li></ul>
  65. 65. <ul><li>We Must Not Only Hear What They Say, But How They Say It </li></ul><ul><li>When People Sense That You Care about How They Feel, They Will Often Drop Their Defenses And Let You In </li></ul>
  66. 66. <ul><li>A Study Done by Dr. Albert Mehrabian Found That: </li></ul><ul><li>7% Of Communications Effectiveness Is Verbal- WORDS ONLY </li></ul><ul><li>38% Of Communication Effectiveness Is Vocal- TONE OF VOICE </li></ul><ul><li>55% Of Communication Effectiveness Is Non-Verbal- GESTURES & MOVEMENTS </li></ul>
  67. 67. <ul><li>When People Start Telling You About Themselves, They Typically Begin To Relax And You Start To Establish Rapport </li></ul><ul><li>As They Drop Their Defenses They Begin To Warm Up To You </li></ul><ul><li>When They Like You They Want To Trust You </li></ul><ul><li>When They Like And Trust You They Want To Buy From You </li></ul>
  68. 68. Approaching People <ul><li>Remember: That Unless People Feel Comfortable With You And Trust You There’s Usually No Sense Going Any Further In The Sales Process </li></ul><ul><li>If Their Attitude Or Body Language Says It’s Time For You To Go , Thank Them Nicely And Ask Permission To Contact Them Again Sometime. </li></ul>
  69. 69. <ul><li>Remember: </li></ul><ul><li>Rapport Is Established Much Faster When You Get People Talking </li></ul><ul><li>Spend 80% Of The Time Listening & 20% Of The Time Talking </li></ul><ul><li>Most People Are Going To Be Preoccupied Or Defensive When You Approach Them. </li></ul>
  70. 70. <ul><li>Take Pressure Off People Rather Than Putting It On Them </li></ul><ul><li>Try Not To Give The Appearance You’re There Just To Sell Them Something </li></ul><ul><li>Lots Of Selling Takes Place In The Approach </li></ul>
  71. 71. <ul><li>Impressions Can Be Formed During The Approach Which Could Last For Years </li></ul><ul><li>As Many As 11 Different Impressions Can Be Formed in the First 7 Seconds of Contact </li></ul><ul><li>Can You Be Trusted </li></ul><ul><li>Can They Depend on You </li></ul><ul><li>How You Perceive Them </li></ul><ul><li>How They Believe You Perceive Yourself </li></ul><ul><li>Do They Want to Do Business With Us </li></ul>
  72. 72. How Do We Know What They Want? <ul><li>INTERVIEW </li></ul>S-4
  73. 73. <ul><li>Take A Moment And Think Of A Person From Whom You Like To Buy & The Reasons You Like To Buy From Them </li></ul><ul><li>Now Think Of A Person You Don’t Like To Buy From & The Reasons Why </li></ul>
  74. 74. <ul><li>Ask Yourself This Question: </li></ul><ul><li>Have You Ever Felt Someone Had A Need That They Didn’t Think They Had </li></ul>
  75. 75. <ul><li>Self-Actualization </li></ul><ul><li>Self-Esteem </li></ul><ul><li>Love & Belonging </li></ul><ul><li>Safety & Security </li></ul><ul><li>Survival </li></ul>Pyramid of Needs
  76. 76. <ul><li>Why Do We Interview: </li></ul><ul><li>To Identify, Clarify, And Get People To Admit Their Needs </li></ul><ul><li>If The Interview Is Done Properly All Other Steps Will Usually Fall Into Place </li></ul><ul><li>The Interview Step Is The Most Important Of The Six Steps. </li></ul><ul><li>The Close Is Influenced More By The Interview Than By Any Other Step </li></ul>
  77. 77. <ul><li>What Type Of Information Do You Want To Gather During Your Interview: </li></ul><ul><li>How Did They Come to Call You </li></ul><ul><li>What Are Their Expectations/What do They Know </li></ul><ul><li>What/Who They’ve Been Using </li></ul><ul><li>What Problem Do They Want To Solve </li></ul><ul><li>What’s Their Price Range </li></ul><ul><li>What’s Their Level Of Interest </li></ul><ul><li>Who Will Be Involved In The Decision </li></ul>
  78. 78. <ul><li>Have Permission To Proceed With The Interview </li></ul><ul><li>Have Questions Prepared To Ask Your Prospect And Write Down Their Answers </li></ul><ul><li>As During the Approach Try Not to Pull Out Literature Or Products During The Interview </li></ul>
  79. 79. <ul><li>Examples: </li></ul><ul><li>How Did You Come To Call Us </li></ul><ul><li>What Was It That Made You Decide To Invest In a Home Security System </li></ul><ul><li>What Do You Know About Our Company </li></ul><ul><li>How Much Do You Know About Home Security Systems </li></ul><ul><li>How Much Were You Planning On Investing In The System </li></ul><ul><li>Who Else Will Be Involved In This Process </li></ul>
  80. 80. Conducting an Interview <ul><li>Let The Customer Explain To You What They Think They Want </li></ul><ul><li>Remember It’s Your Responsibility To Educate The Customer About Property Protection & Life Safety As Well As Deal With Many False Expectations People Usually Have About Security Systems </li></ul>
  81. 81. <ul><li>Talk to Them About Areas Of Probable Entry </li></ul><ul><li>Explain Where Devices Will Be Installed As Well As How They Function </li></ul><ul><li>This Information Should Be In Your Proposal Along With The Part # And The Installed Cost Of Each Device </li></ul>
  82. 82. <ul><li>Listen & Try To Paraphrase Important Points & Then Write Them Down </li></ul><ul><li>As People Verbalize Information About Their Needs, It’s Important to Occasionally Summarize Important Points of Information Back to Them </li></ul><ul><li>Paraphrasing Lets People Know That You Listened to Them & Understood What They Told You </li></ul>
  83. 83. <ul><li>Identify Dominant Needs & Get Their Agreement </li></ul><ul><li>Once You Feel You Have Enough Information & Understand What They Need, Begin To Prioritize </li></ul><ul><li>Get Agreement On Things They Indicate Are Important To Them </li></ul>
  84. 84. <ul><li>Use Phrases Like: If I Understand You Correctly You Said That----- </li></ul><ul><li>I Can See Why That’s Important To You </li></ul><ul><li>Statements Like These Show You’re Interested As Well As Help Clarify What They Say The Want </li></ul>
  85. 85. <ul><li>Never Proceed With A Sales Presentation Until A Person Has Admitted A Need And A Desire To Seek A Solution </li></ul><ul><li>You Can Listen A Person Into Buying Faster Than You Can Talk Them Into It </li></ul><ul><li>Remember This Statement: </li></ul><ul><li>If I Tell Them They may Doubt It, If They Say It, It must be true </li></ul>
  86. 86. How Will You Know When You’re Done Interviewing <ul><li>You’ve Established That They Have A Problem Which You Can Help Them With </li></ul><ul><li>They’ve Admitted A Desire To Solve Their Problem </li></ul><ul><li>You Have All Of The Information You Need To Put Together A Plan To Solve Their Problems </li></ul><ul><li>They Have Agreed To A Demonstration </li></ul>
  87. 87. How Do They Know What It Does <ul><li>Demonstrate </li></ul><ul><li>In This Section We’ll Talk About Techniques & Ideas That Can Help You Increase The Effectiveness And Impact Of Your Demonstrations </li></ul>S-5
  88. 88. <ul><li>Do You Agree With This Statement: </li></ul><ul><li>The Purpose of A Demonstration or Presentation Is To Show or Tell People About Your Product or Service And It’s Features </li></ul><ul><li>The Purpose of A Demonstration or Presentation Is To Show or Tell People How You Can Help Fill A Need They’ve Admitted Having </li></ul>
  89. 89. <ul><li>Don’t Tell Your Customers What Your Product Is, Tell Them About What It Will Do For Them </li></ul><ul><li>What is A Demonstration </li></ul><ul><li>It’s Presenting A Solution To Someone’s Need Or Problem </li></ul>
  90. 90. <ul><li>It Can Be Done As A Formal Presentation With Statistics, Charts Or Graphics </li></ul><ul><li>As A Product Demonstration </li></ul><ul><li>Verbally By Getting Across The Idea Of How You Can Fill A Need Or Fix A Problem </li></ul><ul><li>The Most Effective Demonstration Is A Process Where You & Your Customer Do Something Together That Helps Them Understand Your Product </li></ul>
  91. 91. <ul><li>What is a Dominant Buying Motive </li></ul><ul><li>It’s The Major Reason Why Someone Buys Something? </li></ul><ul><li>Pride Of Ownership </li></ul><ul><li>Profit </li></ul><ul><li>Pleasure </li></ul><ul><li>Peace Of Mind </li></ul>
  92. 92. <ul><li>Things To Consider: </li></ul><ul><li>Like Personality Styles, People Usually Have A Combination Of Dominant Buying Motives </li></ul><ul><li>People In An Organization Will Often Have Different Motives When Buying The Same Product </li></ul><ul><li>Always Try To Determine Who Has The Strongest Voice In Making A Group Decision </li></ul><ul><li>Don’t Make The Mistake Of Selling To One Person And Not Giving Enough Attention To Others Input And Feelings </li></ul>
  93. 93. <ul><li>Dominant Needs </li></ul><ul><li>Remember What The Customer Told You In The Approach And Interview </li></ul><ul><li>Remember Your Interview And Use Key Statements To Confirm What People Told You Was Important To Them: </li></ul><ul><li>If I Understood You Correctly-------- </li></ul><ul><li>You Indicated To Me That--------- </li></ul>
  94. 94. <ul><li>Show Them How Your Product Or Service Will Fill Their Need Or Solve Their Problem </li></ul><ul><li>Get People Involved </li></ul><ul><li>Give Logical Reasons To Buy Even Though Often It’s Emotion Which Triggers A Sale </li></ul><ul><li>Logic Is Our Justification For Buying </li></ul><ul><li>Watch The Body: Look For Signs Of Interest Or Boredom, Try To Mirror & Match, Be Aware Of Peoples Space </li></ul><ul><li>Focus You Attention Where You Want Them To Focus </li></ul><ul><li>Try To Get Them Visualizing What Your Saying By using Phrases Like, “ What This Means To You!” </li></ul>
  95. 95. Feature Benefit Conversions <ul><li>Take A Few Moments And Write Down Some Of The Features Of Your Product Or Service </li></ul><ul><li>Then Beside Each Feature Explain What the Benefit To The Customer Will Be </li></ul><ul><li>When You Do Feature Benefit Conversion Try Using These Six Words: </li></ul><ul><li>What This Means To You Is! </li></ul>
  96. 96. <ul><li>Avoid Talking Price, Try & Establish What Best Fills Their Need </li></ul><ul><li>“ How Much Does It Cost?” Is Usually One Of The First Questions Out Of The Customers Mouth </li></ul><ul><li>Try To Hold Off Discussing Price Until After The Demonstration </li></ul><ul><li>If You Can’t, Try Using This Statement: </li></ul>
  97. 97. <ul><li>I Know The Price Is Important To You </li></ul><ul><li>And I’m Sure You’re Looking For The Best Price Possible. </li></ul><ul><li>However I Would Like To Establish What You’re Looking For As Well As What Best Fills Your Needs </li></ul><ul><li>Than I’ll Be More Than Happy to Discuss Price With you </li></ul>
  98. 98. <ul><li>Emphasize Value </li></ul><ul><li>The First Person You Must Sell Is Yourself. </li></ul><ul><li>It Is The Salesperson’s Job To Build Value In The Product They Sell. </li></ul><ul><li>If You Don’t Believe Your Product Is Worth The Price You Can’t Expect The Customer Too. </li></ul>
  99. 99. <ul><li>Things To Think About When Talking Price </li></ul><ul><li>Look Them In The Eye </li></ul><ul><li>Don't Hesitate, Tell Them The Price Of Your Product Confidently </li></ul><ul><li>Try Not To Use The Word Price , Cost Is Better Investment Is Best </li></ul><ul><li>Use Comparisons, Translate The Cost Into Value To Them </li></ul>
  100. 100. <ul><li>Ask For Their Reactions Feeling & Opinions </li></ul><ul><li>It’s Very Important to Get Feedback From Your Customers, Use Demonstration response Questions: </li></ul><ul><li>How Do You Feel About This? </li></ul><ul><li>How Important Is This to You? </li></ul><ul><li>What Do You Like Most About What I’ve Shown You? </li></ul><ul><li>Was There Anything You Didn’t Like? </li></ul>
  101. 101. Suggestions for an Effective Demonstration <ul><li>Appeal To As Many Senses As Possible </li></ul><ul><li>Always Get People Involved </li></ul><ul><li>Don’t Bore People With Features That Interest You, But Are Not Important To Them </li></ul><ul><li>People Often Buy For Emotional Reasons </li></ul>
  102. 102. <ul><li>Ask Demonstration Response Questions </li></ul><ul><li>People Buy End Results Not Features </li></ul><ul><li>Try To Gear Your Presentation To Their Personality </li></ul><ul><li>A Demonstration Is Something You Do With The Prospect That Shows Them How Your Product Will Fill Their Needs </li></ul>
  103. 103. WHAT DID I DO WRONG ? S-6
  104. 104. <ul><li>Have You Ever Been on a Sales Call and Your Trying to Close the Sale, But It Just Doesn't Seem to be Going Well ? </li></ul>
  105. 105. What Is Validation ? <ul><li>Validation Is Doing Things That Cause Your Customer to Believe and Trust You. </li></ul><ul><li>There Are Three Things Which We Must Always Validate: </li></ul><ul><li>Ourselves </li></ul><ul><li>Our Company </li></ul><ul><li>Our Product or Service </li></ul><ul><li>Validation Is Not A Separate Step It’s An Ongoing Process ! </li></ul>
  106. 106. Validation <ul><li>Validation Begins When We Make Our First Contact With the Customer and Continues for As Long As That Person Is a Customer </li></ul><ul><li>Emotions Are Very Important In The Validation Process </li></ul><ul><li>Our Persuasive Ability Is Much Greater When People Trust Us And Believe We Are Sincere In Our Desire To Understand Their Problems </li></ul>
  107. 107. Understand Customer Apprehension <ul><li>Apprehension Is a Significant Inhibitors In The Sales Process, There Are Three Times It Usually Enters Into The Picture. </li></ul><ul><li>When We Approach People: What Can I Expect & How Will I Handle It </li></ul><ul><li>Just Before A Buying Decision: What Risks Am I Taking Or What If I Make A Bad Decision </li></ul><ul><li>After A Commitment To Buy: Oh Boy What Have I Done </li></ul>
  108. 108. <ul><li>Always Follow Through On Your Commitments! </li></ul><ul><li>One of the Quickest Ways to Lose Someone's Trust Is by Not Following Through on Your Commitments </li></ul><ul><li>If There Are Others In Your Company Involved In The Process Follow-up With Them And Make Sure They Did What You Asked Of Them </li></ul>
  109. 109. <ul><li>Tell The Customer What To Expect </li></ul><ul><li>Identify Who’ll Be Keeping The Appointment </li></ul><ul><li>Type Of Vehicle They’ll be Driving </li></ul><ul><li>Kind Of Credentials Salesperson Will Have </li></ul><ul><li>Type of Things They’ll be Going Over </li></ul>When Setting Up The Appointment
  110. 110. <ul><li>At The Appointment Show Proof The Company Has All The Necessary Licenses To Install Security Systems in New Jersey </li></ul><ul><li>Talk to The Customer about Permits Which Will be Required Before Any Work Can Begin </li></ul><ul><li>Explain To The Customer What To Expect And How The Installation Will Proceed </li></ul><ul><li>Make Sure You Can Verify Facts You Make About Your Company * </li></ul>
  111. 111. <ul><li>Don’t be Afraid to Discuss Customer Rights </li></ul><ul><li>Talk about the Customers Right to Cancel With a Full Refund within 30 Days If the Installation is Not Started On The Agreed Date </li></ul><ul><li>Make Sure To Explain Right Of Recision To The Customer </li></ul><ul><li>Encourage The Customer To Contact The Division Of Consumer Affairs To Check On Your Company </li></ul>
  112. 112. <ul><li>Listen To What They Tell You They Want </li></ul><ul><li>If They've Told You That They Have X Dollars to Spend, Suggest a Solution That’s Realistic to Their Budget. </li></ul><ul><li>This Doesn't Mean You Shouldn't Make Suggestions, You Are In Fact A Security Consultant And You’re There To Counsel Them </li></ul><ul><li>Security Systems Protect Lives As Well As Property And Customers Lives May Depend On The Design Of The System You Sell Them </li></ul>
  113. 113. <ul><li>Offer Proof & Evidence </li></ul><ul><li>As A Security Consultant It Important To Establish a high level of Credibility With The Customer </li></ul><ul><li>Use Whatever Is Available to Validate Your- Self, Your Company, and Your Product </li></ul>
  114. 114. <ul><li>Proof Of Indus. Training & Certifications </li></ul><ul><li>Industry Experience </li></ul><ul><li>Articles About Your Company or a Product </li></ul><ul><li>Third Party Letters </li></ul><ul><li>Association Memberships </li></ul><ul><li>Mutual Acquaintances or Industry Associates </li></ul>
  115. 115. <ul><li>Welcome & Understand Customer Objections </li></ul><ul><li>Don’t Attempt To Overcome Objections By Arguing </li></ul><ul><li>Don’t Try To Prove People Wrong </li></ul><ul><li>Fact: It’s Much Harder For Someone To Fight You When You Tell Them That You Understand Them </li></ul><ul><li>Fact: People Will Give In A Lot Easier Once They Believe That You Understand And Appreciate How They Feel </li></ul><ul><li>Fact: Being Understood Is One Of The Biggest Needs People Have </li></ul>
  116. 116. <ul><li>Try Using These Three Words to Deal With Peoples Objections </li></ul><ul><li>I Understand How You Feel…. </li></ul><ul><li>I’ve Had Other Customers That Have Felt…. </li></ul><ul><li>Until They Found That…. </li></ul><ul><li>Can You Give Me An Example Of How You Could Use Feel, Felt, Found </li></ul>
  117. 117. How Will You Know When Your Done Validating <ul><li>People Are Open & Trust You </li></ul><ul><li>They Have Confidence In You Organization </li></ul><ul><li>They’re Willing To Freely Give You Information </li></ul><ul><li>They Have Made A Decision That You’re The Kind Of Person They Want To Do Business With </li></ul><ul><li>You’re Never Done Validating </li></ul>
  118. 118. Things to Remember When Validating <ul><li>People Trust What You Say When They Trust You </li></ul><ul><li>Sincerity & Genuine Interest In Helping People Are The Strongest Form Of Validation </li></ul><ul><li>Always Follow-up and Do What You Say You’ll Do </li></ul><ul><li>Going For A Close To Quickly Or Strongly Tends To Harm The Validation Process </li></ul><ul><li>Use Referrals As Well As Evidence & Testimonials </li></ul><ul><li>Be Careful About Making Absolute Statements </li></ul><ul><li>Remember The Three Fear Points </li></ul>
  119. 119. Negotiation <ul><li>Do You Want to Win </li></ul>OR MAKE SALES S-7
  120. 120. What is a Negotiation <ul><li>A Mind Game Between Two People, Each Trying To Outsmart The Other </li></ul><ul><li>Manipulation So That You Can Get What You Want </li></ul><ul><li>A Contest Where Someone Wins & Someone Loses </li></ul>
  121. 121. <ul><li>Negotiation: Is Identifying Issues That Are Keeping People From Buying </li></ul><ul><li>It’s About Finding Solutions, Removing Issues & Creating Win-win Situations </li></ul><ul><li>Everyone Should Leave Feeling Like They Got What They Wanted </li></ul>
  122. 122. <ul><li>If You View It As A Contest You’ll Almost Surely Kill Your Chances Of Making A Sale </li></ul><ul><li>This Type Of Mentality Will Always Bring Your Ego And Emotions Into The Process. </li></ul><ul><li>Defensiveness Will Occur, Logic Goes Out The Window, And There’s A Good Chance You’ll Blow The Sale! </li></ul><ul><li>It’s During Negotiations That a Large Percentage Of Sales Are Sabotaged </li></ul>
  123. 123. <ul><li>Find Out What Concerns Or Objections Remain </li></ul><ul><li>Use Trial Close Questions To Determine If The Prospect Has Any Objections, As Well As To Assess Their Readiness To Purchase Your Product </li></ul><ul><li>Accept These Concerns In A Positive Manner & Show Your Genuine Desire To Understand These Concerns </li></ul><ul><li>Verbalize Your Understanding And Express Appreciation For Their Honesty </li></ul>
  124. 124. <ul><li>A Trial Close Question Is Different Than A Closing Question. </li></ul><ul><li>It asks for an Opinion, Not a Decision. </li></ul><ul><li>Trial Close Questions Offer Three Advantages: </li></ul><ul><li>They Minimize The Risk Of Customers Saying No </li></ul><ul><li>They Help Identify Hidden Objections </li></ul><ul><li>They Conceal Closing Efforts </li></ul><ul><li>Trial Close Questions Can Be Asked At Any Point Once You’ve Identified Needs & Demonstrated Solutions </li></ul>
  125. 125. Trial Close Questions <ul><li>Do You Think What I’ve Shown You Will Fill Your Needs </li></ul><ul><li>If Price Alone Weren't An Issue, Would You Be Happy With What You’ve Seen </li></ul><ul><li>I Can See That Your Interested In What I’ve Shown You. On A Scale Of 1 To 10 How Do You Feel It Fills Your Needs </li></ul><ul><li>What Did You Like Best About What I’ve Shown You </li></ul>
  126. 126. <ul><li>Are We Doing The First Floor Windows Or Just The Ones In The Basement </li></ul><ul><li>Have You Decided Whether You’ll Want The System With Two Keypads Or Three </li></ul><ul><li>Did You Want The System With or Without Cell Backup </li></ul>Trial Close Questions
  127. 127. <ul><li>Identify & Isolate The Primary Objection </li></ul><ul><li>What’s the Real Reason They Won’t Buy </li></ul><ul><li>Identify It and Get Confirmation </li></ul><ul><li>Try Using This Phrase: If I Understand You Correctly Your Primary Objection Is…. </li></ul><ul><li>If at this Point You Encounter Indecision Or Strong Objections Chances Are You Have One Or More Of These Issues: </li></ul>
  128. 128. <ul><li>They Don’t Really Perceive Having A Need Or You Didn’t Understand & Qualify What Their Need Was </li></ul><ul><li>They Aren’t Really Looking For A Solution Or You Haven’t Shown Them What They Think They Need </li></ul><ul><li>They Don’t Have Confidence In You Or They Have Loyalties Or Agendas You Never Understood </li></ul><ul><li>You Most Likely Don’t Have A Closing Problem, More Likely you Missed Something During One Of You Steps </li></ul>
  129. 129. How You’ll Know When You’re Done Negotiating <ul><li>You Understand Their Problems, Objections & Concerns </li></ul><ul><li>They’ve Agreed That They Want To Work Things Out </li></ul><ul><li>You’ve Gotten All Negative Thoughts & Feelings To The Surface </li></ul><ul><li>You’ve Shown Them Solutions To Their Problems </li></ul>
  130. 130. <ul><li>To Close or Not to Close </li></ul>S-8
  131. 131. <ul><li>What Is Closing </li></ul><ul><li>Closing Is Simply Asking For A Decision When You Feel A Person Maybe Ready To Say “Yes” </li></ul><ul><li>It’s The Natural Conclusion When All Of The Previous Steps Have Been Completed </li></ul>
  132. 132. <ul><li>If You’ve Gained Trust </li></ul><ul><li>Identified Needs </li></ul><ul><li>Demonstrated Solutions </li></ul><ul><li>Proven Your Claims </li></ul><ul><li>Agreed On Terms </li></ul><ul><li>Closing Should Be A Natural Action </li></ul>
  133. 133. <ul><li>If People Are Not Ready To Close We Must Realize We Haven’t Completed One Of The Previous Steps </li></ul><ul><li>At This Point You Must Determine Which Of The Previous Steps You Failed To Complete </li></ul>
  134. 134. <ul><li>Everyone Makes A Difference </li></ul><ul><li>Nobody Can Prevent You From Choosing To Be Exceptional </li></ul><ul><li>There Are No Unimportant Jobs, Just People Who Feel Unimportant Doing Their Jobs </li></ul><ul><li>Do Common Things Uncommonly Well </li></ul><ul><li>Success Is Built On Relationships </li></ul>Some Important Thing to think about
  135. 135. <ul><li>The </li></ul><ul><li>End </li></ul>

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