Knowing how buying works help you sell better. This is a presentation I made 1.5 years ago on that topic. My humble attempt at deconstructing the buying process.
Business analysis and customer experience design - a crossroads presented at...clarityrules
Presented at BA World.
This talk discusses and reconciles disciplines in Business Analysis - enabling BAs to think about how they might turn thier skills to Customer Experience Design
The document discusses the buying process and emotions that influence purchasing decisions. It notes that roughly 90% of decisions are made subconsciously based on emotions rather than rational thinking. The "big 7 buying emotions" that influence purchases are greed, fear, lust/sex, pride, laziness, envy, and entertainment. Different types of buyers prioritize different factors like price, relationships, value, and loyalty. The document emphasizes that when buyers provide signals of interest like asking questions about payment terms or delivery times, salespeople should close the sale rather than continuing to persuade in order to finalize the purchase.
The document discusses using neuroscience to better understand the customer journey in retail environments. It begins by introducing the speaker and their background in neuroscience. It then asks how many "stops" are in a typical customer journey from an observer's perspective, listing a simplified journey of entering the store, seeing point-of-purchase (POP) materials, buying or not buying, and paying/leaving. However, it notes that neuroscience can reveal additional steps observers may miss, like noticing a POP from a distance without buying. Eye tracking and electroencephalography (EEG) can provide insights into what customers see, the order they view things, and their emotional responses. Reports from such studies analyze metrics like engagement, mental workload,
I thinkbigger why they buy what they buy - finalEAG
The document discusses the 5 phases of consumer decision making: need awareness, information search, evaluation of alternatives, purchase, and post-purchase evaluation. It explains how marketers can influence consumers at each stage, such as creating need awareness through advertising or conversations, ensuring information is available online for the information search phase, emphasizing value and advantages compared to competitors during evaluation, and following up after purchase through surveys or calls. The key is understanding consumer needs and concerns at each step of the process in order to guide them towards purchasing.
Consumer behaviour(sec a ,sec b combined)Chandan Singh
1. Consumer behavior is influenced by personal, social, psychological, and cultural factors that impact the consumer decision-making process from need recognition to post-purchase behavior.
2. The consumer decision-making process involves need recognition, information search, evaluation of alternatives, purchase, and post-purchase behavior. Marketing aims to understand each stage of the process.
3. Consumer behavior models like the 7 O's model and process model describe factors like culture, subculture, reference groups, motivation, perception, attitudes, and learning that influence purchasing decisions. Types of buying behavior include complex, variety-seeking, habitual, and dissonance-reducing purchases.
Business analysis and customer experience design - a crossroads presented at...clarityrules
Presented at BA World.
This talk discusses and reconciles disciplines in Business Analysis - enabling BAs to think about how they might turn thier skills to Customer Experience Design
The document discusses the buying process and emotions that influence purchasing decisions. It notes that roughly 90% of decisions are made subconsciously based on emotions rather than rational thinking. The "big 7 buying emotions" that influence purchases are greed, fear, lust/sex, pride, laziness, envy, and entertainment. Different types of buyers prioritize different factors like price, relationships, value, and loyalty. The document emphasizes that when buyers provide signals of interest like asking questions about payment terms or delivery times, salespeople should close the sale rather than continuing to persuade in order to finalize the purchase.
The document discusses using neuroscience to better understand the customer journey in retail environments. It begins by introducing the speaker and their background in neuroscience. It then asks how many "stops" are in a typical customer journey from an observer's perspective, listing a simplified journey of entering the store, seeing point-of-purchase (POP) materials, buying or not buying, and paying/leaving. However, it notes that neuroscience can reveal additional steps observers may miss, like noticing a POP from a distance without buying. Eye tracking and electroencephalography (EEG) can provide insights into what customers see, the order they view things, and their emotional responses. Reports from such studies analyze metrics like engagement, mental workload,
I thinkbigger why they buy what they buy - finalEAG
The document discusses the 5 phases of consumer decision making: need awareness, information search, evaluation of alternatives, purchase, and post-purchase evaluation. It explains how marketers can influence consumers at each stage, such as creating need awareness through advertising or conversations, ensuring information is available online for the information search phase, emphasizing value and advantages compared to competitors during evaluation, and following up after purchase through surveys or calls. The key is understanding consumer needs and concerns at each step of the process in order to guide them towards purchasing.
Consumer behaviour(sec a ,sec b combined)Chandan Singh
1. Consumer behavior is influenced by personal, social, psychological, and cultural factors that impact the consumer decision-making process from need recognition to post-purchase behavior.
2. The consumer decision-making process involves need recognition, information search, evaluation of alternatives, purchase, and post-purchase behavior. Marketing aims to understand each stage of the process.
3. Consumer behavior models like the 7 O's model and process model describe factors like culture, subculture, reference groups, motivation, perception, attitudes, and learning that influence purchasing decisions. Types of buying behavior include complex, variety-seeking, habitual, and dissonance-reducing purchases.
This document provides guidance on empowering employees to provide excellent customer service. It emphasizes putting the customer first and making sure any actions taken are ethical. It stresses the importance of customer service and courtesy in retaining customers. Various CREDCO products and services are described, including credit reports, verification services, and online offerings. The value of lifetime customers and maintaining a positive attitude are also discussed.
How to Spot Social Buying Signals - Turning Social Media into RevenueSendible Web
How to spot social buying signals through effective Social Media Management.
From Chat to Checkout: In a recent study, 72% of retailers said that social media had a significant effect on sales. Find out how to generate leads to your eCommerce site through social media and how to convert them to sales by optimising the purchase experience for your customers.
Event Details
Date & Time: 20th August 2013, 2pm-6pm
Level: Beginner/Intermediate
Price: FREE
Location: Google Campus, 4-5 Bonhill Street, London, EC2A 4BX
Read more: http://sendible.com/insights/free-event-google-campus-london-from-chat-to-checkout/#ixzz2chuEK4xq
What is a Sales Value Proposition and how do I get one?Steve Gough
The document defines a sales value proposition (SVP) as a succinct statement that articulates the unique benefits and value a client receives from a company's products or services. It discusses how SVPs are important for differentiation in a competitive market. Without a clear SVP, customers are more likely to use price as the main criteria when choosing between similar offerings. The document then provides guidance on developing an effective personal SVP by answering three key questions about your experience, uniqueness, and customer value.
1) The document discusses factors that influence consumer behavior such as cultural, social, and personal factors. It explains concepts like reference groups, social roles, and the family life cycle.
2) Key models of consumer behavior are presented, including the model of consumer behavior that identifies cultural, social, personal, and psychological influences.
3) Consumer decision making processes are explored, with discussion of how consumers are influenced by cultural values, social classes, reference groups, and lifestyle factors like being time-starved or money-constrained.
The document discusses various aspects of retail business including definitions of retail, the growth of the Indian retail industry, major retail chains in India and internationally, and skills needed for careers in retail such as communication, listening, and customer service. It provides an overview of the retail landscape in India, highlighting its rapid growth rate and importance to the economy.
The stages in the business organizational decision making process are:
1. Problem recognition - recognizing a need within the organization
2. Information search - gathering information from various sources to learn more about options
3. Evaluation of alternatives - evaluating options based on attributes and how they meet the organization's needs
4. Purchase decision - selecting the best option to move forward with
5. Post-purchase evaluation - assessing after the purchase whether the selected option met expectations
The B2B Buyers Journey Sales Guide eBookMark Gibson
New eBook on The B2B Buying Process; why you need to understand it and how to facilitate transitions with the buyer through the process.
Will be of value to sales professionals, sales managers, sales enablement and operations professionals, marketers and product managers
The document outlines a 10 step roadmap to sales that emphasizes responding to customers' needs quickly and on their terms. The steps are: 1) Meet and greet customers online to answer what vehicle they want and its cost. 2) Establish common ground by respecting customers' time. 3) Help customers buy the vehicle they already selected by answering questions quickly and honestly. 4) Present the vehicle price and offer choices to benefit the customer. 5) Streamline the purchase process, such as allowing virtual test drives. 6) Conduct virtual trade-in appraisals using photos to eliminate friction. 7) Provide clear pricing and financing contracts upfront. 8) Create lifetime customers through service introductions.
In Pursuit of the New Consumer Creating a Captivating Brand ExperienceVivastream
This document provides guidance on creating a captivating brand experience by understanding the customer experience, mapping touchpoints, managing perceptions, and demonstrating value. It emphasizes the importance of understanding how customers make decisions, engaging them based on their individual needs, and communicating the emotional or higher order benefit of the brand. Customers seek value, which is interpreted differently than price - brands must learn what value means to each customer and organize information accordingly.
Stealth shoppers now make up over half of new car buyers. These buyers research online anonymously and never submit their contact information through dealership websites or forms. To regain influence over customers, dealerships need to embrace a 21st century internet experience by being available wherever and however customers want to communicate, including anonymously, and by responding helpfully without asking for personal information first. This will require changes to staffing, processes, and company culture, but can significantly increase sales by engaging the majority of today's car buyers.
The document discusses various aspects of handling objections and closing sales, including:
1) Types of objections prospects may have like price, product features, and timing. Real objections can be addressed while hidden objections require more probing.
2) Techniques for handling objections like listening, repeating the objection, providing new information, and answering the objection directly.
3) When and how to close the sale, including looking for signs the prospect is ready and using techniques like direct closes, assumptive closes, and demonstration closes.
4) Potential problems with closing like fear of rejection or an inadequate presentation.
Consumer buying behaviour for laptop’sNitesh Wadia
The document summarizes the stages of the consumer buying process. It discusses the key stages as:
1) Problem recognition, where a consumer identifies an unmet need. An example is a student needing a laptop for college assignments.
2) Information search, where the consumer searches for information about products that could meet their need. This includes internal memory and external sources like friends.
3) Evaluation of alternatives, where the consumer evaluates different products based on criteria like price, quality and features. The student evaluates laptop brands.
4) Purchase decision, where the consumer decides on a product, brand, store. The student chooses an HP laptop.
5) Post-purchase evaluation, where the consumer is satisfied and
The document summarizes the consumer buying process for laptops. It discusses the stages of problem recognition, information search, evaluation of alternatives, purchase decision, purchase, and post-purchase evaluation. It then describes different types of consumer buying behavior such as routine response, limited decision making, extensive decision making, and impulse buying. Finally, it outlines factors that influence consumer behavior such as personal, psychological, social, and cultural factors.
Branding in the Digital World: Thinking Beyond Logos and Colour PalettesStephen McGill
Branding in the Digital World by Stephen McGill provides 3 key points:
1) Digital marketing has changed how brands are discovered, experienced, and perceived, but has not changed what a brand is - a collection of perceptions in customers' minds.
2) Digital branding is one channel to connect with customers and an important touchpoint, but strategy should drive technology, not vice versa. Brands must be where audiences are and constantly engage and evolve.
3) When developing a brand digitally, consider objectives, promise, positioning, experiences, and personality - but ensure the digital presence reinforces the overall brand strategy.
This document discusses using neuroscience to better understand customer behavior and improve mystery shopping programs. It explains that customers make purchase decisions unconsciously based on core beliefs, not just rationally. The author describes their process of categorizing thousands of shoppers into 9 core belief profiles based on survey responses. Brand preferences and important attributes are analyzed by core belief group. This allows creating tailored mystery shopping questionnaires focused on what matters most to a brand's dominant customer groups. The goal is for organizations to better understand their core customers' unconscious motivations and improve customer service.
Markko Karu helps companies improve and innovate through service and product design workshops. The workshops focus on understanding customer needs through methods like interviews and observation of critical customer moments. Insights are used to define customer pains, gains, jobs, and develop value propositions. Ideas are tested through low-cost experiments to validate assumptions and learn more about customers. The goal is to design services and products that remove obstacles for customers and help them achieve their goals with minimal effort.
This document provides advice and lessons learned from being an entrepreneur. It emphasizes that entrepreneurship is a rewarding but difficult experience where you will be in total control but also face many challenges. Some key tips include finding the right partner to collaborate with, using your network, celebrating successes, getting feedback, and anticipating problems. Overall it encourages entrepreneurs to be passionate about their ideas and not give up despite facing rejections.
CDI Founder Workshop Session 4 - Lean Startup Methodologies - Kayla Trautwein- EvoNexus (https://www.linkedin.com/in/kayla-trautwein-b3bbb621)
Time/ Date- Nov 8th, 6p-8p
Description- Founders often fall into a trap: building a solution for a problem they aren’t sure that their customer really has. With so many options available to consumers, it’s difficult for businesses to stay above the noise. No longer can we ask “Can we build this?” Rather, the question has become “Should we build this?” In other words, “Are we building something that customers really want/need?” After all, the customer is always right.
One of the biggest challenges for entrepreneurs is finding product-market fit, and this journey all begins with customer development. The Lean Startup Methodology will teach you best practices in customer development which will lead you to determine whether to 1) improve the solution you have built, 2) change direction (pivot) or 3) abandon your product or service and try something new. With the odds of failure so high for today’s startups, the Lean Startup Methodology offers an essential regimen for failing fast and iterating so that you have a better chance for success.
Homework-
Watch “The Lean Approach: The Lean Method” with Steve Blank by the Kauffman Founders School.
Watch “The Lean Approach: Getting Out of the Building: Customer Development” with Steve Blank by the Kauffman Founders School.
Read “Customer Development: What Questions Do You Ask Potential Customers?”
Watch “Good and Bad Examples of Customer Interview Questions.”
Engagement
From the video and blog content, you’ve learned that in order to keep driving your product/service in its current direction you should have some validation from potential customers. In the Lean Startup Methodologies Session we’re going to walk through some sample customer interview exercises to help you think about ways to get closer to product/market fit and give you tools to help determine when it’s necessary to make a pivot. If you don’t currently have a startup you’re working on, no problem. This session will still be beneficial as you think about other applications for customer interviews, whether it’s in your current job or in a networking scenario.
This document provides 101 sales qualification questions to help salespeople qualify leads at different stages of the sales process. The questions are organized into the following categories: questions to ask yourself; awareness questions; budget questions; authority questions; need questions; timeline questions; business impact questions; competitor & industry questions; advancement questions; closing questions; revisiting questions; and upselling questions. The questions range from basic information gathering to more in-depth questions about needs, budget, decision makers, and addressing objections to help move prospects through the sales funnel.
Learn the A to Z of How to Sell in Today's World - 2023
Today’s Market
Today's marketplace has changed dramatically. Buyers are more cautious and sophisticated.
The environment is competitive, challenging and constantly shifting
To grow and compete you need a new set of sales strategies and a new approach to growth.
In this high-energy workshop, we discover how to turn uncertainty into your competitive advantage. You will learn how to stay razor-like focused while remaining highly flexible, so you are prepared no matter what this marketplace does.
Sales Challenges
• Selling On-Line and Face 2 Face
• Failing to CLOSE Deals
• Inability to communicate VALUE to Buyers
• Hearing TIO - ‘think it over’ - all too often when you ask for the business
• Handling the Price Objection
Sales Modules
1. Understanding this VUCA world
2. Selling Face 2 Face
3. Prospecting & Cold Calling
4. Getting Qualified Appointments
5. Effective Telephone Techniques
6. Engaging the KDMs
7. Control with Questions and Active Listening
8. Open Questions to find the “PAIN”
9. Cross Sell & Up Sell
10. The Objection Handling System
11. Power Closes of a Champion
12. How to Motivate your way out of a Slump
13. Selling On Value and not Price
A successful proposal must demonstrate an understanding of the problem, unique insights into solving it, and an excellent approach. It should provide compelling benefits to the client and confidence that the solution will be delivered as required. Key requirements include being insightful, benefits-driven, directed to the client's desired result, offering a unique proposition, and being interesting, understandable, logically structured, unambiguous and visually appealing while avoiding errors.
This document provides guidance on empowering employees to provide excellent customer service. It emphasizes putting the customer first and making sure any actions taken are ethical. It stresses the importance of customer service and courtesy in retaining customers. Various CREDCO products and services are described, including credit reports, verification services, and online offerings. The value of lifetime customers and maintaining a positive attitude are also discussed.
How to Spot Social Buying Signals - Turning Social Media into RevenueSendible Web
How to spot social buying signals through effective Social Media Management.
From Chat to Checkout: In a recent study, 72% of retailers said that social media had a significant effect on sales. Find out how to generate leads to your eCommerce site through social media and how to convert them to sales by optimising the purchase experience for your customers.
Event Details
Date & Time: 20th August 2013, 2pm-6pm
Level: Beginner/Intermediate
Price: FREE
Location: Google Campus, 4-5 Bonhill Street, London, EC2A 4BX
Read more: http://sendible.com/insights/free-event-google-campus-london-from-chat-to-checkout/#ixzz2chuEK4xq
What is a Sales Value Proposition and how do I get one?Steve Gough
The document defines a sales value proposition (SVP) as a succinct statement that articulates the unique benefits and value a client receives from a company's products or services. It discusses how SVPs are important for differentiation in a competitive market. Without a clear SVP, customers are more likely to use price as the main criteria when choosing between similar offerings. The document then provides guidance on developing an effective personal SVP by answering three key questions about your experience, uniqueness, and customer value.
1) The document discusses factors that influence consumer behavior such as cultural, social, and personal factors. It explains concepts like reference groups, social roles, and the family life cycle.
2) Key models of consumer behavior are presented, including the model of consumer behavior that identifies cultural, social, personal, and psychological influences.
3) Consumer decision making processes are explored, with discussion of how consumers are influenced by cultural values, social classes, reference groups, and lifestyle factors like being time-starved or money-constrained.
The document discusses various aspects of retail business including definitions of retail, the growth of the Indian retail industry, major retail chains in India and internationally, and skills needed for careers in retail such as communication, listening, and customer service. It provides an overview of the retail landscape in India, highlighting its rapid growth rate and importance to the economy.
The stages in the business organizational decision making process are:
1. Problem recognition - recognizing a need within the organization
2. Information search - gathering information from various sources to learn more about options
3. Evaluation of alternatives - evaluating options based on attributes and how they meet the organization's needs
4. Purchase decision - selecting the best option to move forward with
5. Post-purchase evaluation - assessing after the purchase whether the selected option met expectations
The B2B Buyers Journey Sales Guide eBookMark Gibson
New eBook on The B2B Buying Process; why you need to understand it and how to facilitate transitions with the buyer through the process.
Will be of value to sales professionals, sales managers, sales enablement and operations professionals, marketers and product managers
The document outlines a 10 step roadmap to sales that emphasizes responding to customers' needs quickly and on their terms. The steps are: 1) Meet and greet customers online to answer what vehicle they want and its cost. 2) Establish common ground by respecting customers' time. 3) Help customers buy the vehicle they already selected by answering questions quickly and honestly. 4) Present the vehicle price and offer choices to benefit the customer. 5) Streamline the purchase process, such as allowing virtual test drives. 6) Conduct virtual trade-in appraisals using photos to eliminate friction. 7) Provide clear pricing and financing contracts upfront. 8) Create lifetime customers through service introductions.
In Pursuit of the New Consumer Creating a Captivating Brand ExperienceVivastream
This document provides guidance on creating a captivating brand experience by understanding the customer experience, mapping touchpoints, managing perceptions, and demonstrating value. It emphasizes the importance of understanding how customers make decisions, engaging them based on their individual needs, and communicating the emotional or higher order benefit of the brand. Customers seek value, which is interpreted differently than price - brands must learn what value means to each customer and organize information accordingly.
Stealth shoppers now make up over half of new car buyers. These buyers research online anonymously and never submit their contact information through dealership websites or forms. To regain influence over customers, dealerships need to embrace a 21st century internet experience by being available wherever and however customers want to communicate, including anonymously, and by responding helpfully without asking for personal information first. This will require changes to staffing, processes, and company culture, but can significantly increase sales by engaging the majority of today's car buyers.
The document discusses various aspects of handling objections and closing sales, including:
1) Types of objections prospects may have like price, product features, and timing. Real objections can be addressed while hidden objections require more probing.
2) Techniques for handling objections like listening, repeating the objection, providing new information, and answering the objection directly.
3) When and how to close the sale, including looking for signs the prospect is ready and using techniques like direct closes, assumptive closes, and demonstration closes.
4) Potential problems with closing like fear of rejection or an inadequate presentation.
Consumer buying behaviour for laptop’sNitesh Wadia
The document summarizes the stages of the consumer buying process. It discusses the key stages as:
1) Problem recognition, where a consumer identifies an unmet need. An example is a student needing a laptop for college assignments.
2) Information search, where the consumer searches for information about products that could meet their need. This includes internal memory and external sources like friends.
3) Evaluation of alternatives, where the consumer evaluates different products based on criteria like price, quality and features. The student evaluates laptop brands.
4) Purchase decision, where the consumer decides on a product, brand, store. The student chooses an HP laptop.
5) Post-purchase evaluation, where the consumer is satisfied and
The document summarizes the consumer buying process for laptops. It discusses the stages of problem recognition, information search, evaluation of alternatives, purchase decision, purchase, and post-purchase evaluation. It then describes different types of consumer buying behavior such as routine response, limited decision making, extensive decision making, and impulse buying. Finally, it outlines factors that influence consumer behavior such as personal, psychological, social, and cultural factors.
Branding in the Digital World: Thinking Beyond Logos and Colour PalettesStephen McGill
Branding in the Digital World by Stephen McGill provides 3 key points:
1) Digital marketing has changed how brands are discovered, experienced, and perceived, but has not changed what a brand is - a collection of perceptions in customers' minds.
2) Digital branding is one channel to connect with customers and an important touchpoint, but strategy should drive technology, not vice versa. Brands must be where audiences are and constantly engage and evolve.
3) When developing a brand digitally, consider objectives, promise, positioning, experiences, and personality - but ensure the digital presence reinforces the overall brand strategy.
This document discusses using neuroscience to better understand customer behavior and improve mystery shopping programs. It explains that customers make purchase decisions unconsciously based on core beliefs, not just rationally. The author describes their process of categorizing thousands of shoppers into 9 core belief profiles based on survey responses. Brand preferences and important attributes are analyzed by core belief group. This allows creating tailored mystery shopping questionnaires focused on what matters most to a brand's dominant customer groups. The goal is for organizations to better understand their core customers' unconscious motivations and improve customer service.
Markko Karu helps companies improve and innovate through service and product design workshops. The workshops focus on understanding customer needs through methods like interviews and observation of critical customer moments. Insights are used to define customer pains, gains, jobs, and develop value propositions. Ideas are tested through low-cost experiments to validate assumptions and learn more about customers. The goal is to design services and products that remove obstacles for customers and help them achieve their goals with minimal effort.
This document provides advice and lessons learned from being an entrepreneur. It emphasizes that entrepreneurship is a rewarding but difficult experience where you will be in total control but also face many challenges. Some key tips include finding the right partner to collaborate with, using your network, celebrating successes, getting feedback, and anticipating problems. Overall it encourages entrepreneurs to be passionate about their ideas and not give up despite facing rejections.
CDI Founder Workshop Session 4 - Lean Startup Methodologies - Kayla Trautwein- EvoNexus (https://www.linkedin.com/in/kayla-trautwein-b3bbb621)
Time/ Date- Nov 8th, 6p-8p
Description- Founders often fall into a trap: building a solution for a problem they aren’t sure that their customer really has. With so many options available to consumers, it’s difficult for businesses to stay above the noise. No longer can we ask “Can we build this?” Rather, the question has become “Should we build this?” In other words, “Are we building something that customers really want/need?” After all, the customer is always right.
One of the biggest challenges for entrepreneurs is finding product-market fit, and this journey all begins with customer development. The Lean Startup Methodology will teach you best practices in customer development which will lead you to determine whether to 1) improve the solution you have built, 2) change direction (pivot) or 3) abandon your product or service and try something new. With the odds of failure so high for today’s startups, the Lean Startup Methodology offers an essential regimen for failing fast and iterating so that you have a better chance for success.
Homework-
Watch “The Lean Approach: The Lean Method” with Steve Blank by the Kauffman Founders School.
Watch “The Lean Approach: Getting Out of the Building: Customer Development” with Steve Blank by the Kauffman Founders School.
Read “Customer Development: What Questions Do You Ask Potential Customers?”
Watch “Good and Bad Examples of Customer Interview Questions.”
Engagement
From the video and blog content, you’ve learned that in order to keep driving your product/service in its current direction you should have some validation from potential customers. In the Lean Startup Methodologies Session we’re going to walk through some sample customer interview exercises to help you think about ways to get closer to product/market fit and give you tools to help determine when it’s necessary to make a pivot. If you don’t currently have a startup you’re working on, no problem. This session will still be beneficial as you think about other applications for customer interviews, whether it’s in your current job or in a networking scenario.
This document provides 101 sales qualification questions to help salespeople qualify leads at different stages of the sales process. The questions are organized into the following categories: questions to ask yourself; awareness questions; budget questions; authority questions; need questions; timeline questions; business impact questions; competitor & industry questions; advancement questions; closing questions; revisiting questions; and upselling questions. The questions range from basic information gathering to more in-depth questions about needs, budget, decision makers, and addressing objections to help move prospects through the sales funnel.
Learn the A to Z of How to Sell in Today's World - 2023
Today’s Market
Today's marketplace has changed dramatically. Buyers are more cautious and sophisticated.
The environment is competitive, challenging and constantly shifting
To grow and compete you need a new set of sales strategies and a new approach to growth.
In this high-energy workshop, we discover how to turn uncertainty into your competitive advantage. You will learn how to stay razor-like focused while remaining highly flexible, so you are prepared no matter what this marketplace does.
Sales Challenges
• Selling On-Line and Face 2 Face
• Failing to CLOSE Deals
• Inability to communicate VALUE to Buyers
• Hearing TIO - ‘think it over’ - all too often when you ask for the business
• Handling the Price Objection
Sales Modules
1. Understanding this VUCA world
2. Selling Face 2 Face
3. Prospecting & Cold Calling
4. Getting Qualified Appointments
5. Effective Telephone Techniques
6. Engaging the KDMs
7. Control with Questions and Active Listening
8. Open Questions to find the “PAIN”
9. Cross Sell & Up Sell
10. The Objection Handling System
11. Power Closes of a Champion
12. How to Motivate your way out of a Slump
13. Selling On Value and not Price
A successful proposal must demonstrate an understanding of the problem, unique insights into solving it, and an excellent approach. It should provide compelling benefits to the client and confidence that the solution will be delivered as required. Key requirements include being insightful, benefits-driven, directed to the client's desired result, offering a unique proposition, and being interesting, understandable, logically structured, unambiguous and visually appealing while avoiding errors.
Consultative selling is a need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
The document outlines the seven deadly sins of sales that can derail sales efforts and prevent potential customers from seeing the salesperson as an expert. The seven sins are: 1) Talking too much and selling too hard without listening, 2) Trying to force or manipulate the customer into saying "yes", 3) Being disorganized and unprepared for meetings, 4) Interrupting the customer when they are talking, 5) Wasting time providing unnecessary details, 6) Giving long introductions about their company, and 7) Calling the customer repeatedly requesting a decision. Avoiding these sins can help salespeople become more effective and successful.
ROI & Social webinar with Craig Rosenberg & Jason MillerViralheat
This webinar will discuss how to integrate social media into marketing efforts to drive results by mapping content to the buyer's journey, measuring efforts, and integrating social and marketing automation. Attendees will learn tactics for driving ROI with social media including how to measure the impact of social on other channels and how to leverage user generated content and visuals. The presenters are Craig Rosenberg, CEO of TOPO, and Jason Miller, Senior Manager of Content Marketing at LinkedIn.
The document outlines an approach to understanding client needs and delivering solutions to them. It discusses drawing ideas from proven sales techniques and business research to help clients develop their business. The workshop aims to have an interactive discussion to share ideas and develop solutions. It emphasizes understanding problems, implications, and client motivations in order to present relevant and beneficial solutions through a consultative two-phase approach.
The document provides a summary of a presentation on becoming a top salesperson. It outlines 7 qualities of top salespeople: being ambitious, courageous, committed, seeing oneself as a consultant, being prepared, engaging in continuous learning, and being responsible. It also provides 14 proven strategies for increasing sales, such as focusing on benefits rather than products, defining customers, developing a competitive advantage, using content/social media marketing, learning negotiation techniques, and keeping customers for life. The presentation aims to help those pursuing a career in sales or anyone who needs to sell themselves.
Our product is not essential to solve the problem but can provide helpful expertise. The document outlines the buyer's journey and how to influence different stages. It maps each step, describing the buyer's perspective, needs, and objections. It then suggests brainstorming content to address objections and attract interest, such as trending topics, case studies, and services tailored to the buyer's specific needs. The goal is to share expertise, gain attention, and present the product as a critical solution where possible through targeted content.
Entrepreneurship & Early Stages Growth Marketing PlanningDan Taylor
My slides from a guest lecture at Leeds Trinity University, presenting to business students on market analysis, segmentation, and identifying your TAM.
These are the slides used in the 150 Startups kick-off workshop held at Bow Valley College May 12th to 14th that was facilitated by Evan Hu & Craig Elias
This presentation introduces the basics of needs-based selling processes. If you or your sales team is struggling to achieve your objectives, then this presentation is a must view. For more information contact us at dave.gregory@inspiredperformancesolutions.com
10 Ways Sales Can Deliver a Great Buying ExperienceScott Albro
The document outlines 10 ways that sales teams can deliver a great buying experience for their customers. It discusses understanding the buyer's journey, mapping out the buying process, designing responsive sales plays tailored to buyer behaviors and preferences, implementing those plays, training salespeople, measuring buyer satisfaction, and optimizing the buying experience based on feedback. The goal is to exceed buyer expectations at each step, as companies that provide great buying experiences grow over twice as fast as those with average experiences.
10 Essential Competitive Intelligence questions for B2B customersCascade Insights LLC
There are 10 essential competitive intelligence questions you should be sure to ask of all B2B customers.
This presentation outlines all 10 questions and why you should be asking these questions each and every time you interact with a competitor customer.
To learn more about techniques like this visit us at - www.cascadeinsights.com
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This document provides an overview of basic and advanced selling skills. It discusses key concepts like understanding customer needs and matching products to those needs. It also outlines the selling process from preparation to closing the sale. Specific skills discussed include active listening, overcoming objections, asking open and closed questions, and following up with customers after the sale. The goal is to help sellers understand customers, present solutions to problems, and build long-term customer relationships.
10. Buying Basics
because they need it
Why
when they need it
When
product / service / mix of both
What
stages of buying
How
prospects and customers
Who
marketplace
Where
10
11. Buyer who hasn’t purchased from
you before
PROSPECT CUSTOMER
11
prospects and customers
Who
Buyer who has purchased from
you before
12. Single Buyer
INDIVIDUAL BUYER
Group of Buyers
ORGANIZATION
12
prospects and customers
Who
B2C - Business to Consumer B2B - Business to Business
14. 01
03
02
04
ECONOMIC / FINANCIAL BUYER
Concerned about cost and saving
USER / CHAMPION
Concerned about whether the product
will fulfil the purpose and make his life
easier
Also, champions your cause internally
TECHNICAL BUYER
Concerned about installation and
quality
EXECUTIVE
Concerned about strategic advantage,
bigger picture
14
Types of Buyers - Recap
prospects and customers
Who
15. Case Study
SLIPKART PLANNING TO BUY A NEW PAYROLL MANAGEMENT SOFTWARE
Slipkart been using Excel sheets to maintain salary records and it has worked well till now. However, as the organization crossed 200 people
last month, the Payroll Manager, Mr H.R. Vella is unable to manage the payroll on Excel. It is very difficult to input the sales team’s
incentives manually every month and there are lot of errors as well. Last month, 6 employees had wrong TDS deducted from their salary. To
make his life easier, he has proposed to the management at Slipkart to buy a new payroll management software.
The management weren’t convinced but agreed to look at some solutions is they were not too costly. Their Procurement Manager, Mr Kan
Joos, invited bids for this purchase. 4 companies placed their bids. But Mr Joos was concerned because all of them exceeded Slipkart’s
budget. However, he didn’t reject them.
Mr Joos decided to call in the Head of IT, Mr U.S.B. Dongle, to see whether this system can sync well with the current Finance software
used at Slipkart. Mr Dongle studied the technical proposals from all parties and now wants a demo from 3 of them.
Mr Vella is really worried because if this doesn’t go through, his life will become hell. To help his case, he has called all 4 companies and
given some tips and hints to their representative so that they can demonstrate their capabilities better.
Identify the Economic Buyer, The User /Champion, The Technical Buyer and The Executive
15
prospects and customers
Who
16. CUSTOMER
May or may not be the end-user
of the product
Normally used for buyers of low-
consideration items like grocery,
medicine, etc
Relationship with buyer may or
may not be long term
CLIENT
May or may not be the end-user
of the product
Normally used for buyers high-
consideration items like
advertising, consulting, etc
Continued relationship with
buyer that is nurtured over a
period of time
CONSUMER
End-user of the product
Term normally used by
marketeers, rarely by
salespeople
16
prospects and customers
Who
17. 17
because they need it
Why
Saving money or making money
Profitability
Faster, stronger, more
convenient, efficient, etc
Productivity
How does the buyer want to be
seen?
Image
19. Product or Service?
Airtel 4G
Product or Service?
Construction
Product or Service?
Groceries
Product or Service?
Lawyers
19
product / service / mix of both
What
21. What is the Product / Service?
PVR
Flipkart
Fine-Dining Restaurant
Cobbler (Mochi)
21
product / service / mix of both
What
What is the Product / Service?
What is the Product / Service? What is the Product / Service?
27. 27
stages of buying
How
of the problem
Awareness
about options
Research
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Buyer 2.0
a.k.a “Hamara Baap"
29. 01
DELAYS INVOLVEMENT OF
SELLER
02
HIGH RISK AVERSION
03
DEMANDS GREATER
TRANSPARENCY
04
MORE PEOPLE INVOLVED IN THE
BUYING PROCESS
29
Buyer 2.0
01
03
02
INTERNET
MILLENIAL
UNPREDICTABLE
ECONOMIC
TRENDS
30. 30
stages of buying
How
of the problem
Awareness
about options
Research
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
If you can reach the
prospects at this phase,
you have a chance to
influence the rest of the
process!
On what
occasions do
people use your
service / product?
How do you get
information
about such
people?
Use Case Analysis
01 02
31. 31
stages of buying
How
of the problem
Awareness
about options
Research
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Individuals:
• Moved cities
• Dissatisfied with
current connection
• Lost phone + SIM
• Young adults buying
first phone
Businesses:
• Opening new branches
• Hiring more employees
•
01 02
Mobile Connection
Individuals:
• Movers & Packers?
• Stand outside the
competitors outlet?
Businesses:
• Visit branch
construction site?
• liaise with HR?
If you can reach the
prospects at this phase,
you have a chance to
influence the rest of the
process!
32. 32
stages of buying
How
of the problem
Awareness
about options
Research
of options
Evaluation
Negotiation & Purchase
Post-Purchase
Bank Account
Graphic Design
Services
Pressplay Ads
Use Case Analysis
01 02If you can reach the
prospects at this phase,
you have a chance to
influence the rest of the
process!
33. Awareness
33
Uh oh! Trouble!
How serious is the problem?
Who will it affect? Who will it not
affect?
Was it my fault?
What impact does it have on our
business?
Have I identified the problem
correctly? Symptom or Problem?
Can I fix it myself?
Now or later?
Is there more to it than meets the
eye?
Do I need to call in a professional
to fix this?
Will the solution be expensive?
How much time will it take to fix?
Will it get fixed partially or
completely?
Will it recur after fixing? In how
much time?
Problem Definition ++
35. Awareness
35
Uh oh! Trouble!
How serious is the problem?
Who will it affect? Who will it not
affect?
Was it my fault?
What impact does it have on our
business?
Have I identified the problem
correctly? Symptom or Problem?
Can I fix it myself?
Now or later?
Is there more to it than meets the
eye?
Do I need to call in a professional
to fix this?
Problem Definition ++
Conversation points
Answer these
questions
Help define the problem
Build trust
37. 37
FEATURE 01
FEATURE 02
FEATURE 03
FEATURE 04
PRICE
PAYMENT TERMS
DELIVERY TIME
W3
W7
W4
W6
W1
W5
W2
Decision Making Criteria
stages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Criteria Weight
39. 39
Research
Audi A4 , 35 TDI Premium Sport + Sunroof
BMW 3 Series, 320 D Sports Line
Mercedes-Benz C Class, C 220 CDI Avantgarde
stages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Top 5 Criteria
Weight (Sum = 100%)
40. 40
Will I get the solution to my
problem?
How many options will I get?
Will I find something nearby?
Will they be too expensive?
All of them seem to be the same?
How do I differentiate?
All of them look different? How
will i compare them apple-to-
apple?
Some of them don’t solve the
problem completely. Do I need a
combination of both?
Some of them have provided
enough information. How
frustrating!
The website looks cheap. Will
their service be up to the mark?
What if one of them has
monopoly and overcharges?
Options and Doubts ++
Research
41. 41
What you think is going on in
the buyer’s mind
What’s actually going on in the
buyer’s mind
Research
Options and Doubts ++
42. 42
Research
Conversation points
Answer these
questions
Help erase doubts
Build trust
Options and Doubts ++
Will I get the solution to my
problem?
How many options will I get?
Will I find something nearby?
Will they be too expensive?
All of them seem to be the same?
How do I differentiate?
All of them look different? How
will i compare them apple-to-
apple?
Some of them don’t solve the
problem completely. Do I need a
combination of both?
43. 43
Evaluationstages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Proposal, Quotation
to find solutions
Collaboration
Selection
of most favoured option
Outreach
01
02
03 04
05
06
44. 44
Proposalstages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Proposal, Quotation
to find solutions
Collaboration
Selection
of most favoured option
Outreach
45. 45
Proposalstages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Proposal, Quotation
to find solutions
Collaboration
Selection
of most favoured option
Outreach
46. 46
Proposalstages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Proposal, Quotation
to find solutions
Collaboration
Selection
of most favoured option
Outreach
Scope of work / Product Options
Exclusions
Price + Validity
Payment Terms
Delivery Schedule
After Sales Contract /
Maintenance Contract
Others (warranty, etc)
47. 47
Proposalstages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Proposal, Quotation
to find solutions
Collaboration
Selection
of most favoured option
Outreach
48. 48
stages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Proposal, Quotation
to find solutions
Collaboration
Selection
of most favoured option
Outreach
50. 50
stages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Proposal, Quotation
to find solutions
Collaboration
Selection
of most favoured option
Outreach
FEATURE 01
FEATURE 02
FEATURE 03
FEATURE 04
PRICE
PAYMENT TERMS
DELIVERY TIME
W3
W7
W6
W1
W5
W2
Criteria Weight
∑ Cn x Wn
Audi A4
BMW 3 Series
Mercedes-Benz C Class
What’s your pick?
51. 51
I think service A is better than B.
But i’m not a 100% sure. What do
I do?
Option A is faster but Option B is
cheaper. Which one should I
select?
How do I decide how much
weight to give to each feature?
One of these seems to be better
than the other but is charging too
much premium. Will they be
ready to negotiate?
Both services claim that they are
India’s #1 brand. Which one is
telling the truth?
Hope and Indecision ++
Evaluation
Both seem to have similar
features. Which one is better?
One seems to be better at feature
A while the other at feature B.
How do I decide?
52. Evaluation
52
What you think is going on in
the buyer’s mind
What’s actually going on in the
buyer’s mind
Hope and Indecision ++
53. 53
Conversation points
Answer these
questions
Help decide
Build trust
Hope and Indecision ++
How do I decide how much
weight to give to each feature?
One of these seems to be better
than the other but is charging too
much premium. Will they be
ready to negotiate?
Both services claim that they are
India’s #1 brand. Which one is
telling the truth?
Both seem to have similar
features. Which one is better?
One seems to be better at feature
A while the other at feature B.
How do I decide?
Evaluation
55. 55
stages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Price, Terms & Conditions of Sale
Contract
Paperwork
Payment
$$$
Negotiation
Delivery
of service / goods
62. 62
stages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Price, Terms & Conditions of Sale
Contract
Paperwork
Payment
$$$
Negotiation
Delivery
of service / goods
💔💔💔
63. 63
Certainty & Pressure ++
I think A is better than B. But B
claims otherwise. What if B is
right?
I think A and B are both good
options. I’ll select the one that
offers the lower price and faster
delivery.
Negotiation
& Purchase
I know B is better. Why the f**k is
B not giving me a discount?
If I don’t close in on B quickly,
there’ll be a delay. Let me
negotiate hard and corner them.
B said they’ll speak to their
management and get back. Why
haven’t they gotten back yet?
Was my counter offer poor?
Will I have to settle for A?
65. 65
Negotiate !!
Certainty & Pressure ++
I think A is better than B. But B
claims otherwise. What if B is
right?
I think A and B are both good
options. I’ll select the one that
offers the lower price and faster
delivery.
Negotiation
& Purchase
I know B is better. Why the f**k is
B not giving me a discount?
If I don’t close in on B quickly,
there’ll be a delay. Let me
negotiate hard and corner them.
B said they’ll speak to their
management and get back. Why
haven’t they gotten back yet?
Was my counter offer poor?
Will I have to settle for A?
66. 66
stages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Assessment of Value
Productivity, Image
Technical Assessment
Profitability
Return on Investment
Support
Reports
Tests
70. 70
stages of buying
How
of the problem
Awareness
about options
of options
Evaluation
Negotiation & Purchase
Post-Purchase
$$$
Research
Proposal, Quotation
to find solutions
Collaboration
Selection
of most favoured option
Outreach
FEATURE 01
FEATURE 02
FEATURE 04
PRICE
W3
W4
W5
W2
Criteria Weight
W1PERFORMANCE