This document provides tips for key sales skills such as planning, building rapport, asking questions, and listening. It emphasizes the importance of planning prior to sales calls to increase credibility and prepare for objections. When meeting with customers, salespeople should connect by building rapport, understand customers' needs through questioning, discuss solutions based on those needs, and agree on the customer's interests. Building rapport involves asking open-ended questions about the customer, their business, industry, and clients. Active listening techniques like restating and asking follow up questions keeps customers engaged. Salespeople must believe in their solution's value and that getting an appointment is critical to creating value for prospects.

1. Key Sales Skills

3. PPPPP – Value of Planning
Prior
Planning
Prevents
Poor
Performance
u Review and Expand on Planning prior to
call
u Research to increase your credibility
u Know your customer
u Know your competition
u Prepare for every OBJECTION!

4. Before
Any
Remarkable
Appointment
Connect - Build rapport
Understand – Question to uncover hot buttons
Discuss - Based on their needs - review the solutions
Agree – With the customers interests

5. Connect – Build Rapport – Methods
u Ask About –THEM
u Ask About –THEIR BUSINESS
u Ask About –THEIR INDUSTRY
u Ask About –THEIR CUSTOMERS
u Speak the same language
u Go the extra step by asking additional questions

6. OPEN QUESTIONS- OFTEN BEGIN
WITH:
WHO –WHAT- WHERE- WHEN- WHY – HOW
u Cant be answered in one word
u Are an invitation to talk
u Ask the other person to think
u May need to be balanced with closed questions

7. What is Listening?
Gathering Information – Building Trust – Establishing Credibility
The Degrees of Listening
u False – Pretending to Listen, But not really Listening
u Partial – Most of us do this, we listen then become distracted
u Full – The listener pays close attention and try to understand what's been said
u Emphatic – Understand what's been said and how the person feels

8. WHY IT IS HARD TO LISTEN?
u People speak at a speed of
around 100=175 WPM
u People can listen at speeds of
up to 800 WPM
u Spare bandwidth leads to mind
wandering

9. ACTIVE LISTENING AND RESPONDING
u Keeps you involved
u Encourages the person to speak
u I See..
u Really..
u Tell me more..

10. HOW TO LISTEN
u Give full attention
u Actively Listen
u Be accepting
u Clarify your understanding

11. u Listen more than talk
u Don’t finish others sentences
u Don’t daydream and be attentive
u Don’t dominate conversation
u Respond after they finish talking not during
u Don’t interrupt
GOOD LISTENING HABITS

12. VALUE CREATION
u Believe- in the undeniable value of your solution
u Believe- that getting the appointment is your only option
u Believe- that you are creating value for the Prospect
u Believe- if you don’t make the appointment you have let down your
prospect

13. QUESTIONS???

14. Thank You
Created by: Quality Coach Onah
Property of: OZHQ Contact Center