Content: Up Selling Cross Selling Types of customers Professional sales skills & sales techniques Features – Benefits – Advantages Open Questions

1. UP SELLING
By : Ahmed Abouelazm

2. Content
• Up Selling
• Cross Selling
• Types of customers
• Professional sales skills & sales techniques
• Features – Benefits – Advantages
• Open Questions

3. What is Up Selling ?
• The term up-selling has different connotations in different industries, but
generally is used to refer to selling the customer a higher-end, larger, more
profitable, or more expensive product or service. Often, up-selling is simply
exposing the customer to products or services that he or she may not have
already considered. The driving force behind your "up-sell" recommendation
is to do a better job of satisfying the customer's needs. Of course the classic
up Sell that happened to everyone of us is going into a fast food restaurant
and asking for a burger and instantly you are up sold by the offer of making
it a combo with fries and a drink.

4. What is Cross-Selling ?
• For example, you are selling a brand new phone to a customer, you may
suggest a blue tooth headset to go with it for safer driving or maybe a phone
case that goes with it.
• Cross-selling allows you to service any additional needs of the client and
decreases the need for your client to consider your competitor's products and
services. Cross-selling efforts are rewarded because customer retention
increases dramatically when a customer purchases more than one product or
service. Make sure you consider all the possible additional products you can
sell when you are talking to every customer.

5. The Opportunity For “Pure Upselling” &
Why It’s So Effective.
• However, a study of Predictive Intent’s E-Commerce customer base, has
shown that displaying slightly higher priced options than those in your
visitors immediate view drives an average of over 4% of sales.

6. Amazon
• IN 2006 years results showed that 35% of Amazon sales was achieved due to
Up-Selling & Cross Selling.

11. Types of customers

12. The analytical buyer
• People who lack assertiveness and responsiveness are called Analytical. The
analytical buyer distrusts salespeople because they lack precision. Analytical like to
analyze and compare things.
They take their time and are wary of making quick decisions. They deal in facts and
like things to be objective rather than subjective. ( Notice to treat customer )
• Don’t be pushy
Take your time
Action rather than words
Give details
Stick to specifics – and don’t overstate
Discuss reasons and ask `why?' questions

13. The amiable buyer
• The amiable buyer is highly responsive, but not very assertive. They are very friendly,
good in social situations and prefer friendly relationships to conflict. Many salespeople
are amiable in their nature. Amiable buyers lack assertiveness so will agree to
appointments and meetings, but are they wasting your time? ( Notice to treat customer )
• Be friendly
Seek common ground
Find out about personal interests
Be patient
Take your time to be agreeable
Focus discussion on `how'
Demonstrate low risk solutions

14. The driver
• The Driver is highly assertive, but not very responsive. This is the typical negotiator. Tough,
uncompromising, doesn’t suffer fools gladly and determined to be in charge. Drivers want to be
in control and can appear to be aggressive if you don’t give them what they want. They seem
unfriendly at first and will impose time deadlines on meetings. ( Notice to treat customer )
• Be assertive. Use eye contact
Discuss actions and results
Keep it to the facts
Get to the point fast
Tell him what’s in it for him up front
Learn how to say no

15. The expressive buyer
• The expressive buyer is highly assertive and highly responsive. They are impulse buyers with
low boredom thresholds and a short attention span. They love to buy concepts and will make
quick, if not always good, decisions, They don’t want a lot of detail and will not read detailed
proposals. They are not good listeners ( Notice to treat customer )
• Ask open questions
Keep the pace – don’t make them bored
Keep summarizing
Work out specifics on points of agreement
Try short, fast moving experience stories
Get commitment today

16. Professional sales skills & sales Techniques
• Selling to different personality styles
One feature of modern, relationship selling is that we need to understand about peoples’ preferred
buying behavior if we are to sell to more of them. It is a fact that people buy differently.
• Techniques for Objections handling
An objection is not necessarily a bad thing. In fact sometimes it's good news. When a customer
raises an objection, it means the customer is identifying issues that have to be resolved before the
sale can be closed. The customer is interested; the sales person’s task is to Manage the Objection.
• OPEN Question Selling Technique
Is a unique selling technique that many professional salesmen use. It’s all about asking questions in a
particular order so that you lead both yourself and the customer toward a mutually beneficial
solution

17. Professional sales skills & sales Techniques
• Selling features, advantages and Benefits
There comes a point, during the sales process, when the salesperson needs to present the solution that
meets the customers' needs. Presentations can relate to products or services or the company itself.
During the sales process it is important to turn features to advantages into customer specific benefits.
• Advice from the Giants of sales
Get some of the top sales advice from the legends of sales : John Henry Patterson, Dale Carnegie,
Elmer Wheeler and Joe Girard.
•
Networking
Networking is about building, cultivating, and developing relationships with a large, diverse group of
people who will gladly and continually refer business to you.

18. APAC Model for handling objections

19. Features - Advantages - Benefits
• There comes a point, during the sales process, when the salesperson needs to present the solution that meets the
customers' needs. Presentations can relate to products or services or the company itself. During the sales process it
is important to:
• • Sell the concept of buying the product. In other words, does it meet their business and personal needs?
• Sell their company as the natural choice of provider
• Many salespeople fail because they raise awareness about the need to buy a particular product, or service, then fail
to sell their company. This can lead to the customer shopping around for the cheapest option, which may not
actually be in their best interests. When salespeople present information, they tend to present features of their
products or company:
• Our company is a market leader
This product has flexible payment options
Our company has been established for 100 years
We offer a great service

20. Features - Advantages - Benefits
• Selling to different Personalitiy styles
Types of Buyers we Deal with Have you noticed how most people don’t like
salespeople, or being sold to? When people are asked what they don’t like about
salespeople they say things like:
• Closing Techniques
The purpose of this page is to look at nine ways of closing the sale. Any examples
that are given will be general. 1. Ask for the orderIt has been estimated that 7 out
of every 10 presentations end

21. Features - Advantages - Benefits
• Benefits are the most powerful way in which a seller can describe the product.
A benefit describes how a feature and advantage of a product can meet a specific need
the buyer might have for that product. By having a clear understanding of the buyers'
needs, we can sell the particular benefits of the product that meet those needs
• Benefits describe what is in it for the individual customer and reflect feelings of
confidence, reassurance and peace of mind. The benefit phrases people like to hear are:
1. You don’t have to worry because…
2. You can be confident that…
3. You can be reassured that…
4. This will give you peace of mind because…

22. OPEN Question Selling
• OPEN Question selling is a unique selling technique that many professional
salesmen use . It’s all about asking questions in a particular order so that you
lead both yourself and the customer toward a mutually beneficial solution.
• Operational Questions : Understand your customers situation and gather general information
Probing Questions : Uncover your customer's biggest problems and needs
Effect Questions : Explode the problem into other areas of business
Nail down questions : Direct customer towards discovering your solution

23. Selling to different Personalitiy styles
• Have you noticed how most people don’t like salespeople for these reasons:
They’re too pushy
They don’t listen
They don’t really care about me
They’re only interested in selling me something
They get aggressive if I say I’m not interested
• The odd thing though is that most people don’t like being sold to, but they do like to buy
things. So what’s the problem? If you asked them you will find one of these replies :
I like to take my time
I’m an impulse buyer
I like to compare different products or services
I don’t like being sold to. I like to make my own mind up

24. More Evaluations equals More
Improvements
Thanks…
Ahmed Abouelazm