2. 22
What Kind Of Customer are You?What Kind Of Customer are You?
CustomerCentric Selling
3. 33
"The most successful people in any industry"The most successful people in any industry
are seldom the smartest or bestare seldom the smartest or best
looking...they're the people who can sell"looking...they're the people who can sell"
CustomerCentric Selling
4. 44
CustomerCentric 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. 55
CustomerCentric 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. 66
Competitive AdvantageCompetitive Advantage
Someone can copy your business strategySomeone can copy your business strategy
Someone can copy your marketing ApproachSomeone can copy your marketing Approach
Someone can copy your productSomeone can copy your product
Someone can copy your manufacturing capabilitiesSomeone can copy your manufacturing capabilities
Someone can copy your market accessSomeone can copy your market access
Noonecancopyyourknowledgeand
relations withyourcustomers
9. 99
Relation between acquisitionRelation between acquisition
costs revenues and marginscosts revenues and margins
Lifetime value
Referrals
Increase of margins
Cross selling
Additional Turnover
Basic turnover
Acquisition costs
10. 1010
Customer Centric SellingCustomer Centric Selling
Customers are:Customers are:
More AwareMore Aware
More demanding &More demanding &
powerful.powerful.
Less LoyalLess Loyal
11. 1111
Selling to an Existing & a New
Customer
Role Play
Customer Centric Selling
16. 1616
Research StageResearch Stage
Determine the decision makerDetermine the decision maker
Basic InformationBasic Information
Earn the customer’s TrustEarn the customer’s Trust
Ask Questions which play to your strengthAsk Questions which play to your strength
17. 1717
Analysis StageAnalysis Stage
• The intent of selling is to protect theThe intent of selling is to protect the
customer from ‘what if’ not ‘what is’.customer from ‘what if’ not ‘what is’.
• If they cry;they’ll buyIf they cry;they’ll buy
23. 2323
The Customer Centered Selling Cycle
Maintenance Stage:
After Sales Service
Remember if you are not watching
the customer somebody else may be
watching
24. 2424
Customer Centric SellingCustomer Centric Selling
What to do when the customer cannotWhat to do when the customer cannot
make up his mind?make up his mind?
The customer does not know everythingThe customer does not know everything
about everything he buys.about everything he buys.
Don’t give the customer too manyDon’t give the customer too many
optionsoptions
Example : CameraExample : Camera
25. 2525
Customer Centric SellingCustomer Centric Selling
What to do when the customer raisesWhat to do when the customer raises
obstacles or objections to buying?obstacles or objections to buying?
When they object give them moreWhen they object give them more
Solutions & good Feelings.Solutions & good Feelings.
27. 2727
Sales SecretsSales Secrets
2 Magic Words for Sales Success2 Magic Words for Sales Success
Stop….. SellingStop….. Selling
The reason why Everyone wants to buyThe reason why Everyone wants to buy
Because they only care about what interests them.Because they only care about what interests them.
How to Turn Every person into a Life long customer.How to Turn Every person into a Life long customer.
Active ListeningActive Listening
Every effort can not bring the sales but one out of theseEvery effort can not bring the sales but one out of these
can bring the salescan bring the sales
Yourcustomers aredesperateto beheard&
acknowledged!
28. 2828
CustomerCentric Selling
What is Cross Selling ?
Selling ourexisting customera different product
Fore.g: If we have Mr.Xholding a Credit Card we
can convince himto open a saving account with us
29. 2929
CustomerCentric 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 Government salaried person you can
cross sell a Home Loan which can fufill the dream of Own
house
