The document discusses customer-centric selling strategies and techniques. It emphasizes that the most successful businesses focus on retaining current customers, selling more to existing customers, and acquiring new customers in a way that maximizes lifetime customer value. Some key points include: - Selling is about planting ideas in customers' minds so they feel it was their own idea, done ethically. - Core processes involve retaining current customers, upselling to current customers, and acquiring new customers. - Customers are more aware, demanding, and less loyal now. - The customer decision cycle and selling cycle involve understanding customer needs and confirming the solution fits before closing the sale. - Cross-selling existing customers additional products

1. SELLING SKILLS

2. What Kind Of Customer are You? Customer Centric Selling

3. "The most successful people in any industry are seldom the smartest or best looking...they're the people who can sell"—Len Foley Customer Centric Selling

4. Customer Centric Selling What is selling? Selling is taking an idea, planting the idea in your customers minds and making them feel they thought of it..but do it ethically.

5. Customer Centric Selling Six Selling Themes Differentiate Customers - Bank Accounts Design Differentiated Offerings –Credit Card Keep Existing Customers - ATM-Debit Card Exploit Cross Potential – Other Bank customers Exploit Loyalty Potential –-Debit Card Maximizing Life Time Value – Lifetime free credit card

6. Competitive Advantage Someone can copy your business strategy Someone can copy your marketing Approach Someone can copy your product Someone can copy your manufacturing capabilities Someone can copy your market access No one can copy your knowledge and relations with your customers

7. Core Processes Retain current customers Sell more to current customers Acquire new customers

8. Core Processes Retain current customer Sell more to current customers Acquire new customers

9. Relation between acquisition costs revenues and margins Acquisition costs Lifetime value Referrals Increase of margins Cross selling Additional Turnover Basic turnover

10. Customer Centric Selling Customers are: More Aware More demanding & powerful. Less Loyal

11. Selling to an Existing & a New Customer Role Play Customer Centric Selling

12. Customer Centric Selling The Customer Centered Decision Cycle Satisfaction Acknowledgement Decision Investigation Selection Reconsideration

13. Customer Centric Selling The Only Two Things Customers Ever Buy Good Feelings Solutions to problems

14. Tracking Decision Making Process Customer Centric Selling

15. The Customer Centered Selling Cycle Research Stage Analysis Stage Requirement Stage Confirmation Stage Specification Stage Solution Stage Close Stage Maintenance Stage

16. Research Stage Determine the decision maker Basic Information Earn the customer’s Trust Ask Questions which play to your strength

17. Analysis Stage The intent of selling is to protect the customer from ‘what if’ not ‘what is’. If they cry;they’ll buy

18. Requirement stage Discover the Solution List & Confirm Needs

19. Confirmation Stage Test Understanding

20. Specification Stage Lock out misunderstandings & Competition Commit to Specifications

21. Solution stage Recommend a Solution Provide Alternatives Gain An Agreement

22. Close Stage Reinforce benefits Ask for Lead

23. The Customer Centered Selling Cycle Maintenance Stage: After Sales Service Remember if you are not watching the customer somebody else may be watching

24. Customer Centric Selling What to do when the customer cannot make up his mind? The customer does not know everything about everything he buys. Don’t give the customer too many options Example : Camera

25. Customer Centric Selling What to do when the customer raises obstacles or objections to buying? When they object give them more Solutions & good Feelings.

26. People Hate to be Sold But Love To Buy Customer Centric Selling

27. Sales Secrets 2 Magic Words for Sales Success Stop….. Selling The reason why Everyone wants to buy Because they only care about what interests them. How to Turn Every person into a Life long customer. Active Listening Your customers are desperate to be heard & acknowledged!

28. Customer Centric Selling What is Cross Selling ? Selling our existing customer a different product For e.g: If we have Mr.X holding a Credit Card we can convince him to open a saving account with us

29. Customer Centric Selling Understanding the type of customer Creating a want in the customer Suggesting product according to his needs and pushing the right product Highlighting on the unique selling points of the product For e.g: If Mr B is a senior citizen you can cross sell a Fixed Deposit which is carrying good rate of interest which are flexible also

30. One stop shop for customers Customer Centric Selling

31. Customer Centric Selling Cross selling Role Play

32. Cross selling Customer Centric Selling

33. Thank you Ravi Kumar