This document discusses various skills and concepts related to selling and customer satisfaction. It covers topics such as the definition of selling, success formulas in selling, sales professionalism, customer service statistics, reasons why customers stop doing business, steps in the selling process (including prospecting, approaching customers, overcoming objections and closing), listening skills, negotiation, customer service phrases, and rewards for excellent customer service. The document provides guidance to salespeople on how to improve their skills and increase customer satisfaction.

1. 11
Selling Skills and Customer
Satisfaction
Dr. Ashok Kumar Jetawat (Chairman)
Ph.D., M.Tech, MBA, MCA, MAJM, MSW
SCJP, MCP, IGCBP, Geneva (Switzerland)
Motivational Society of Achievers
email : motivationalsociety@gmail.com
Web: http://ashokjetawat.com
http://motivationalsociety.in
(M) 9001556010

2. 22
Selling
Selling is nothing but the transfer of enthusiasm from the
seller to the buyer.
The aim of marketing is to know and understand the customer
so well that the product or service fits him and sells itself.
Salesperson
Anyone who is selling a product, services or an idea is a
salesperson.

3. 33
Success formula in selling
Survival of the fittest.
Selling cannot be learned unless practiced on ground.
Attitude
To the mediocre, life is about passing time, making it from
birth to death safely. To them, life is an existence not living.
They do nothing to make their today better than yesterday
and self-improvement is not on their agenda.

4. 44
Sales Professionalism
All sales-training approaches try to convert a salesperson from a
passive order taker into an active order getter
Order takers :
That customers know their own needs
Customer prefer courteous salespersons
Order getters :
Sales-oriented approach (Stresses high pressure techniques)
Customer-oriented approach (Stresses customer problem solving )
* No approach works best in all circumstances

5. 55
Service Statistics
• Over 60% of customer service managers select customer satisfaction as the key metric for success.
• 86% of consumers will pay more for a better customer experience.
• Only 26% of companies have a well-developed strategy in place for improving customer experience.
• US consumers prefer to resolve their customers service issues using the telephone (90%) face to face (75%), company website or email
(67%), online chat (47%), text message (22%), social networking site (22%).

6. Why Customers / Clients Stop Doing Business
66
Around 95% of the customers that leave will not tell you
when or why, they just leave.
•1% die
•3% move away
•5% other reasons
•9% competition
•14% don’t like the product or service
•68% indifferent attitude of sales people

7. 77
Major Steps in Effective Selling
• Prospecting and qualifying
• Pre Approach
• Approach
• Presentation and Demonstration
• Overcoming Objections
• Closing
• Follow up and Maintenance

8. Maslow's hierarchy of needs
88

9. Procrastination
99
Procrastination is the practice of carrying out less
urgent tasks in preference to more urgent ones.
Or
Doing more pleasurable things in place of less
pleasurable ones.
(Putting off impending tasks to a later time or the
"last minute" of deadline).

10. 1010

11. 1111
Prospecting and Qualifying
• The first step in selling is to identify and qualify prospects.
• Companies can generate leads by :
o Examining data sources (Newspapers, directories, Web sites)
o Exhibiting at trade shows
o Contacting organizations and associations
o Telecommunications (Phone, Mail, Internet)
o Dropping in unannounced (cold canvassing)

12. 1212
Pre approach
The sales person needs to learn :
• Prospect company
o Needs
o Involved in the purchase decision
• Buyers
o Personal characteristics
o Buying styles
The best approach
• Personal visit
• Phone call or letter

13. 1313
Approach
•The salesperson decides how to get the relationship
o Techniques for a good start
•The salesperson might consider :
o Wearing clothes similar to what the buyers typically wear
o Show courtesy and attention to the buyer
o Avoid distracting mannerisms
•When meeting with the prospect :
o Open with a positive statement
•Concentrate on understanding the buyer’s needs
o Questioning and active listening

14. 1414

15. 1515
Presentation and Demonstration Cont…
•For presentation use FABV :
o Features : Physical characteristics of market offering
o Advantages : Why the features provide an advantage to
customer
o Benefits : The economic, technical, service and social
benefits delivered by the offering
o Value Approach : The summative worth (monetary term) of
the offering
•Spend too much on product features ( a product orientation) than
the offering’s benefits and value ( a customer orientation)

16. 1616
Overcoming Objections
•Customers almost always pose objections during the
presentation or when asked for the order
•To handle these objections :
o Maintains a positive approach
o Asks the buyer to clarify the objection
o Turns the objection into a reason for buying

17. 1717
What customer looks while taking decision
Reliability
• Perform and live up to promises
• Dependable
• Accurate
Assurance
• Trust and confidence in you
• Possess required skills and knowledge
• Answer questions
• Product knowledge
• Listening skills

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What customer looks while taking decision cont…
Tangibles
• Quality which can be seen or felt
• Physical facility
• Equipment
• Staff
• Letters
Empathy
• Caring and individualized
• Available when customers need help
Responsiveness
• Willingness to assist customers
• Prompt service
• Resolve problems quickly

19. 1919
Tips for Effective Listening
• Stop talking!
• Put the customer at ease
• Pay attention to nonverbal language
• Listen for what is not said
• Know exactly what the other person is saying
• Concentrate on “hidden” emotional meanings
• Be patient
• Hold your temper!
• Empathize with the Customer

20. 2020
Barriers to Effective Listening
• Listening with “half an ear”
• Acting as the judge and the jury
• Turning off ideas you don’t agree with
• Jumping to conclusions

21. 2121
Telephone Reminders
• Greet the caller pleasantly and promptly
• Identify yourself and your department to the caller
• Use the caller’s name
• Every call is an important one
• Stress what you can do, not what you cannot do.
• Take the time to be helpful
• Say, “please,” “thank you,” and “you’re welcome”
• Keep all your promises; return calls promptly

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Telephone Reminders cont…
• Treat all callers as customers
• Treat all customers as friends
• When leaving messages, always leave your first and last
name and your telephone number
• Do not leave a caller on hold for more than 20 seconds
without coming back on the line
• Always ask “Is there anything else I can do for you?”
before you say goodbye

23. 2323
Closing
•Salespersons should be able to recognize closing sign from the
buyer
o Physical actions
o Statements or comments
o Questions
•Closing techniques
o Ask for the order
o Offer to help the buyer write up the order
o Ask whether the buyer wants A or B
o Get the buyer for make minor choices such as color or
size
o Indicate what the buyer will lose if the order is not
placed now

24. 2424
Negotiation
"You must never try to make all the money
that's in a deal. Let the other fellow make
some money too, because if you have a
reputation for always making all the money, you
won't have many deals.”
J. Paul Getty

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Follow-up and Maintenance
After closing
• Salesperson should ensure the following details
o Delivery time
o Purchase terms
o Other matters
• Salesperson should schedule a follow-up call
o To detect any problem
o Assure the buyer interest
• Sales person should develop a maintenance and growth plan
for the account

26. 2626
When a Customer is Angry
• Don’t argue
• Listen carefully
• Apologize and use reflective communication skills
• Show empathy
• Thank the customer
• Do what you promise
• Follow up
• Give them something

27. 2727
Service Related Phrases
• “I agree with you ...”
• “You’re right.”
• “I respect that...”
• “I understand...”
• “I respect you for...”
• “I appreciate that...”

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Rewards for Excellent Customer Service
• Increased customer loyalty
• Positive word-of-mouth
• Promotion
• Happier customers
• More productive and happier employees
• Smoother working operations
• Increased intangible competitive advantage

29. 2929
Men lose their health to make money and then lose
their money to restore their health.
That by thinking anxiously about their future they
forgot the present, such that they live neither in
present nor in future.
That they live as if they will never die and they die
as if they had never lived.
Surprises about mankind

30. 3030
S.No. Winner Loser
1 Always has a program Always has an excuse
2 Has answer for every Problem Has problem for every answer
3 Says “It’s difficult but possible” Says “It’s possible but difficult”
4 Make commitment Make promises
5 Says “I will do something” Says “Something must be done”
6 Is a part of the team Apart from the team
7 Choose what they say Say what they choose
8 Looks possibilities Looks problems
9 Make it happen Let it happen
10 Use hard argument but soft words Use soft arguments but hard words
11 Sees the gain Sees the pain
12 Always part of the answer Always part of the problem

31. 3131
Much as the 10% of the
Iceberg that we see derives its
strength from the 90% which is
below the water and hence un-
seen.
Our external qualities is a
reflection of our internal
qualities like our value system,
beliefs and attitudes.
Internal Qualities

32. Thank you!
3232
Any queries?
email : motivationalsociety@gmail.com
Web: http://motivationalsociety.in
http://ashokjetawat.com
(M) 9001556010