Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
11
Selling Skills and Customer
Satisfaction
Dr. Ashok Kumar Jetawat (Chairman)
Ph.D., M.Tech, MBA, MCA, MAJM, MSW 
SCJP, M...
22
Selling
Selling is nothing but the transfer of enthusiasm from the
seller to the buyer.
 
The aim of marketing is to kn...
33
Success formula in selling
Survival of the fittest.
Selling cannot be learned unless practiced on ground.
 
Attitude
To...
44
Sales Professionalism
All sales-training approaches try to convert a salesperson from a
passive order taker into an act...
55
Service Statistics
• Over 60% of customer service managers select customer satisfaction as the key metric for success.
...
Why Customers / Clients Stop Doing Business
66
Around 95% of the customers that leave will not tell you
when or why, they ...
77
Major Steps in Effective Selling
• Prospecting and qualifying
• Pre Approach
• Approach
• Presentation and Demonstratio...
Maslow's hierarchy of needs
88
Procrastination
99
Procrastination is the practice of carrying out less
urgent tasks in preference to more urgent ones.
Or...
1010
1111
Prospecting and Qualifying
• The first step in selling is to identify and qualify prospects.
• Companies can generate...
1212
Pre approach
The sales person needs to learn :
• Prospect company
o Needs
o Involved in the purchase decision
• Buyer...
1313
Approach
•The salesperson decides how to get the relationship
o Techniques for a good start
•The salesperson might co...
1414
1515
Presentation and Demonstration Cont…
•For presentation use FABV :
o Features : Physical characteristics of market off...
1616
Overcoming Objections
•Customers almost always pose objections during the
presentation or when asked for the order
•T...
1717
What customer looks while taking decision
 
Reliability
• Perform and live up to promises
• Dependable
• Accurate
 
A...
1818
What customer looks while taking decision cont…
Tangibles
• Quality which can be seen or felt
• Physical facility
• E...
1919
Tips for Effective Listening
• Stop talking!
• Put the customer at ease
• Pay attention to nonverbal language
• Liste...
2020
Barriers to Effective Listening
• Listening with “half an ear”
• Acting as the judge and the jury
• Turning off ideas...
2121
Telephone Reminders
• Greet the caller pleasantly and promptly
• Identify yourself and your department to the caller
...
2222
Telephone Reminders cont…
• Treat all callers as customers
• Treat all customers as friends
• When leaving messages, ...
2323
Closing
•Salespersons should be able to recognize closing sign from the
buyer
o Physical actions
o Statements or comm...
2424
Negotiation
 
"You must never try to make all the money
that's in a deal. Let the other fellow make
some money too, b...
2525
Follow-up and Maintenance
After closing
• Salesperson should ensure the following details
o Delivery time
o Purchase ...
2626
When a Customer is Angry
• Don’t argue
• Listen carefully
• Apologize and use reflective communication skills
• Show ...
2727
Service Related Phrases
• “I agree with you ...”
• “You’re right.”
• “I respect that...”
• “I understand...”
• “I res...
2828
Rewards for Excellent Customer Service
• Increased customer loyalty
• Positive word-of-mouth
• Promotion
• Happier cu...
2929
Men lose their health to make money and then lose
their money to restore their health.
That by thinking anxiously abo...
3030
S.No. Winner Loser
1 Always has a program Always has an excuse
2 Has answer for every Problem Has problem for every a...
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-
s...
Thank you!
3232
Any queries?
email : motivationalsociety@gmail.com
Web: http://motivationalsociety.in
http://ashokjetawat....
You’ve finished this document.
Download and read it offline.
Upcoming SlideShare
E commerce in india
Next
Upcoming SlideShare
E commerce in india
Next
Download to read offline and view in fullscreen.

Share

Selling skills and customer satisfaction

Download to read offline

Selling Skills and Customer Satisfaction

Selling skills and customer satisfaction

  1. 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. 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. 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. 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. 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. 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. 7. 77 Major Steps in Effective Selling • Prospecting and qualifying • Pre Approach • Approach • Presentation and Demonstration • Overcoming Objections • Closing • Follow up and Maintenance
  8. 8. Maslow's hierarchy of needs 88
  9. 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. 10. 1010
  11. 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. 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. 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. 14. 1414
  15. 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. 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. 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 
  18. 18. 1818 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. 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. 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. 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
  22. 22. 2222 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. 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. 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
  25. 25. 2525 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. 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. 27. 2727 Service Related Phrases • “I agree with you ...” • “You’re right.” • “I respect that...” • “I understand...” • “I respect you for...” • “I appreciate that...”
  28. 28. 2828 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. 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. 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. 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. 32. Thank you! 3232 Any queries? email : motivationalsociety@gmail.com Web: http://motivationalsociety.in http://ashokjetawat.com (M) 9001556010
  • MonaZyton1

    Jan. 15, 2021
  • UmakantMishra26

    Oct. 28, 2020
  • arafatalsabry1

    Sep. 28, 2020
  • ebramnabeeh

    Mar. 9, 2020
  • NaderHelal4

    Feb. 17, 2020
  • Mohamedelzokaki

    Jan. 29, 2016
  • segunkale

    Jul. 21, 2015

Selling Skills and Customer Satisfaction

Views

Total views

1,291

On Slideshare

0

From embeds

0

Number of embeds

157

Actions

Downloads

59

Shares

0

Comments

0

Likes

7

×