Sales excellence

Sales
Excellence …..

1

SELLING:

12/26/12
 Selling is the process of assisting and/or
persuading a prospective customer to buy a
commodity or a service or to act favorably on an

www.exportpakistan.blogspot.com
are available at
more report related to sales excellence
idea that has commercial significance to the
seller.

 Final outcome in the form of favorable
action.

2

BEST SELLERS’ SELLING
APPROACH
•Satisfied customers base
•Long-term business relationships

12/26/12
•Repeat business with your ‘ regular’

customers

available at www.exportpakistan.blogspot.com
more report related to sales excellence are
• Enthusiastic referrals to new
prospects

3

12/26/12 are available at
4
People buy for their own reasons,
not for yours.


3PHASES SALES CALL

12/26/12
 Phase 1- Getting Information:

are available at
 Phase 2- Giving Information

 Phase 3- Getting Commitment

5

PHASE 1: GETTING
INFORMATION

12/26/12
 Involves learning about you customer’s business to
understand her situation

are available at
- finding out customer’s reason for being interested in
doing business with you.
This is where every good sales call begins….

6

12/26/12
 Find out the Customer’s real pain.
 Learn to ask questions and stop “pitching.”

are available at
 Teach your sales people the 70/30 rule . . .your
Customer should be talking70% of the time and
the sales rep should be talking 30% or less.

7

PHASE II: GIVING INFORMATION
 Involves describing and demonstrating
your product/service, but only in relation to the needs

12/26/12
of customer.
 Giving him the information he needs to make a

are available at
sound decision.

8

PHASE III : GETTING
COMMITMENT

12/26/12
 Resolving uncertainties so that the two of you share
commitment to the buy/sell process.

are available at
 No set order to these phases

9

12/26/12 are available at
10

THE INDIVIDUAL DECISION PROCESS: J.P.

 Book The Nature of Human Intelligence
GUILFORD

SALES REPS’ BIGGEST MISTAKES
 138 customers, Business-to-business purchases, large North American
companies, different industries

12/26/12
are available at
11

HANDLING OBJECTIONS:

12/26/12
 Real Objections: related to company, product, price,
time and quality..

are available at
 Listen to the buyers’ feeling
 Share the concerns without Judgment

 Clarify the real issue with questions

 Present options and solutions

 Ask for action to determine the commitment.

 Pseudo-Objections ???
12

WHEN CUSTOMERS’ PLAY HARD
BALL….

12/26/12
are available at
 In sales as in diplomacy , never fear to negotiate
and never negotiate out of fear…

13

1. Knowing your walk away and building the
variables you can work with:
 Focus on variables – where customer’s interest and

12/26/12
your own have more in common. Find WIN_WIN
situation.

are available at
2. When under attack , listen:
 No defense, No counter attack- The best response , is
to keep customer talking, and for two good
reasons:
 a)New information- increase the room for movement
and variables
 b)Listening without defending- defuse anger
14

12/26/12
 3. Keep track of issues requiring discussion:
 it reassure customers that your are serious , concern

are available at
and listening to their arguments.

 4. Assert your company’s needs:
 Too much empathy- too much concessions
 Win-Win

15

 5. Commit to a solution if it works for both
parties:

12/26/12
 Wrap up issues tentatively- It is difficult to take back
a concession- ” we agree to do X , provided we can

are available at
come up with a suitable agreement on Y and Z
 6. Save the hardest issues for the last:
 when a lot of points to negotiate- don’t start with the
toughest.
 1. resolving easier issues first creates momentum,
confidence and trust on each others.
 2. resolving easier issues may uncover additional
16
variables.

12/26/12
 7. Start high and concede slowly:
 customers want return on their negotiation investment – in the

are available at
situation when customer wants to barter, start off with
something you can afford to loose.
 8. Don’t be trapped by emotional blackmail:
 Two useful techniques- when customer uses anger-wittingly or
unwittingly as a manipulative tactic
 a. Withdraw: ask for recess, consult with the boss, reschedule
time and venue can change the entire landscape of a
negotiation.
 b. listen silently until the tirade is over, than suggest a
17
constructive agenda.

SELLING STYLE
C
o
n
c Low High
e

12/26/12
r
n
1 4
C.R = High C.R = High

are available at
f
C.S = Low C.S = High
o
-Not forceful -True Professional
r
High - trouble in objection - Keeps balance between
handling / Closing objective of sales interview
R
-Suitable for after sales and importance of building
e
customer relationship
l
a
t 2 3
i C.R = Low C.R = Low
o C.S = Low C.S = High
n -Not suitable in sales Controls sales call with little
s Low
-Need to be pushed always concern of customer
h -Not suitable for L.R Sales
i
p
18

Concern for Sales

NEGOTIATION SKILLS

 Good negotiator -10 leading characteristics :

12/26/12
1. Preparation and planning skills
2. Knowledge of subject , matter being negotiated

are available at
3. Ability to think clearly and rapidly under pressure
and uncertainty
4. Ability to express thoughts verbally
5. Listening skills
6. Judgment and general intelligence
7. Integrity
8. Ability to persuade / convince others
9. Patience 19

10. Decisiveness

12/26/12
“ There are two types of persons in an

are available at
organization; one who works for company ;
and those who derives it… “

 Happy Selling

20

Sales excellence

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (17)

Sales excellence

Editor's Notes