Introduction• Your Name• Your Designation• Your Tenure• Why are you here?• Where are you from?• What do you aspire to be?• Plans for 2012
Ground Rules• Avoid Cross Talks• Be Interactive• Be Punctual• Cell Phones on Silent• Respect Each other• Stay Awake• Have Fun
ObjectivesUnderstand the elements of Professional SalesSelect most appropriate Sales approach to match the sales situation and buyer’s needsLearn how to prepare for each sales encounter and sell using the sale cycleFind and Qualify a sales prospect thereby increasing your effectivenessMake a high impact sales presentation and close the saleBuild and maintain long lasting relations with customers using follow-up techniquesApply all the skills learnt in simulated environmentSelf PresentationCorporate Etiquette
Which is the highest paid profession in the world Research shows that on an average, professional sales people earn more than their counterparts in other professions
What is Selling??? Simply put, Selling is exchange of good for agreed sum of money. But there is more to it…Selling is offering to exchange something of avalue for something else. The something of a value offered may be tangible or intangible.
7 Deadly Sins: Myths about SellingOnly someone who can talk well can sellSales is a numbers gameTo succeed in sales, you must have thick skinYou need to be aggressiveSales is only about close, close and closeSales cannot be done with honesty and ethicsSales is a dead-end career with little promotional opportunity
Constituents of Professional Sales A Suspect A Prospect A Paying customer A Referring customer A Repeat customer
Sales Cycle ProspectingFollow up Qualifying Closing Presenting
ProspectingFriends and FamilyCurrent CustomersNetworkingLead Lists
Ideal Customer Profile •Average age (can be a range) •Gender •Marital StatusDemographic •Number and ages of children •Occupation or type of business •Annual average income •Location •Description of ideal customer’s daily activities •Interests •BeliefsPsychographic •Associations or organizations to which the customer belongs •Buying history •Other qualities such as whether the customer is price conscious or quality minded
QualifyingWhether the prospects needs your product or serviceWhether the prospect is the decision makerWhether the prospect has adequate finances to buy your product orservice
Prospect Information SheetContact InformationDecision MakerOutcome and Action Plan
Customer’s NeedIdentify a need or problem of your ideal customerDetermine which features of your product or service address that needor problemDescribe the benefit or solution your customer will result of theidentified featuresCreate a list of possible questions you can ask to determine whether theprospect experiences and can benefit from your product or servicePrioritize the identified problems according to their impact and yourability to solve those problems
The Script Attention List of qualifying Comprehensiveseeking opening questions closing
Presenting Tell themwhat you’regoing to tell them Tell them what you have just told them Tell them
DeliveryProjecting a positive imageVoice and toneBegin the presentationProbingObjection HandlingListening
Assertive BuyerTraits How to Handle• Has a overpowering body • Be yourself. Do not get language intimidated by his strong• Will maintain deep and stance constant eye contact • Maintain natural eye• Will interrupt your contact. Don’t avoid presentation as soon as you • Don’t be in awe or pay false begin compliments• Will be very sure of himself • Be patient and listen• May speak fast and loud attentively • Do not be over friendly
Paranoid Buyer Trait How to Handle•Will interject with •Acknowledge and validate the but, however, from what I concerns and move on know, as I understand etc. •Address questions, do not justify.•Will see negative possibility in •Address only genuine questions. everything You cannot resolve imaginary•Wants proofs and guarantees concerns•Will have many examples of bad •Do not bash competition. Rise experience with similar products above petty differences and or competitors defend your competition and industry or show how your product is an improved version
Know-it-all BuyerTraits How to Handle• Will challenge or argue with • Compliment buyer for almost all your claims thinking. They need acknowledgement and• Will ask difficult questions to appreciation check the depth of your • Congratulate them on ideas. knowledge They want to establish that they think of every eventuality• Will claim to know more about • Tell them that educated your competition than you customer is the best. They feel pride in being so well informed.
Price Conscious BuyerTraits How to Handle• Will not be interested in • Don’t fall into this trap – product features or benefits continue your presentation• Will tell you that the sales • Tell them that you want your presentation is unnecessary customers to make an• They say they are ready to informed choice buy now. WHAT IS THE • Tell them that you will be PRICE? able to work out a price only after they have all the information • If they still persist, take leave
Timid BuyerTraits How to Handle•Asks very few question •You must pull information and remains silent most of out of this person. Get the time during the them involved. presentation •Don’t assume that•Agrees with everything agreement and smile you say. Does not seem to means that they will buy have a mind of his own •Offer objections and•Offers no definitive overcome them. Get them objections. Does not show interested in the what is on his mind presentation
ObjectionsListen: Listen to the meaning behind the wordsQuestion: Understand the objection clearlyAccept: Validate customer’s objectionHandle: Respond to the objectionConfirm: Check if the customer is satisfied
NegotiationListen, Listen, ListenAsk for something in returnDo not rushExpand the pie
ClosingThe Direct question closeThe Indirect question closeThe assumptive closeThe alternative question closeThe impeding event closeThe inducement closeThe Ben Franklin closeThe Puppy dog close
The Direct question closeStraightforward request for the prospect to buy the product or service.Being direct make the buyer feel that you are a confident, decisive andtrustworthy person.This technique is excellent for driver type buyersExample: So how would you like to make the payment, by cash or a cheque?
The Indirect question closeCalls for action but is not as straightforward as the direct close.This gives the buyer time to think and is best for a buyer who is reluctant tomake a decisionIndirect question close is useful for salespeople who are not confident ofusing a direct closeExample: Who should be the signing authority to execute the contract?
The Assumptive CloseIt is similar to indirect close, the difference being it allows the sales person toask for the sale with out asking a question.It sounds like the sale is already closed and the customer has agreed to buy.It helps to direct prospects anxiety to actionExample: I will process the order as soon as you sign here and pay the initialamount.
The Alternative Question closeOffers the prospect two choice, either of which confirms the sale.This technique is one of the most common closing techniques and can be interpreted asmanipulative.Timing is of utmost important in this kind of closeExample: What should I pack, the red kurta or the black shirt?
The impeding event closeIn this type of close the sales person warns of price rise, product shortage or anyother such event to encourage the prospect to buyThis technique can be effective when the prospect is hesitating or is reluctantThis may also seem manipulative as alternative question closeExample: This is a limited edition t-shirt and we have only two pieces left. You seem tolike it much, I’d hate to see you miss this opportunity
The inducement closeInducement close offers something extra to the prospect as an incentive for makingthe deal right nowIt is most effective when the prospect is about to leave without buyingIt gives room for negotiation or concessions therefore use it sparinglyExample: Only for you, I will not charge delivery charges if you place the order rightnow.
The Ben Franklin closeIn this type of close the sales person helps the prospect to list down pros andcons of the product or serviceThe sales person helps the buyer to write the reasons WHY he should buy theproduct and lets the customer write the reasons for WHY NOTIn most of the cases the WHY list is longer than WHY NOTsWorks best for thinker/analytical type of customers
The Puppy dog closeThe Puppy dog close offers free samples or trial period to try the product beforemaking a buying decisionFor this the sales person should have done a through job of qualifying, gatheringinformation and presenting a solution to meet prospect’s unique needs.After you have made the offer, remain silent. The customer will have a tendencyto fill the vacuum by placing the order
1st impression90% of our impressions are formed within the first 20-30 seconds on meeting astranger58% of our impressions are based on how we look, 33% on how we sound7% on what we say
TipsHair–rich quality and neat hair styleSkin–cleanTeeth and tongue – avoid bad breath so that friends do not avoid youEyes–sparkling with good visionHands, feet and nails – extra attention is needed in Indian scenarioRight dress – right placeCarry properlyColour combinationsChecks vs. stripes