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Page 1 TOWARDS BUILDING THE CUSTOMER EXPERIENCE OUR SALES STRATEGY Slide 2 Page 2 Great Thoughts for Great Selling "Business goes where it is invited and stays where it Is well - treated." "Selling Is not just informing - It's motivating. "The distance between the salesperson and the prospect is the most important 3 feet in the business." Slide 3 Page 3 If you continue to do what you have always done, then you will continue to get what you have always got! Anonymous Slide 4 Page 4 Great Thoughts for Great Selling "Marketing brings the ball 99 yds up the field, but the last 3 feet are almost always covered by the salesperson. "K.I.S.S. = Keep It Simple Salesperson "People do not buy our services, products or ideas. they buy how they imagine using them will make them feel." Slide 5 Page 5 SALES PROFESSIONALS DEFINED SELLING Selling is the process of creating desire in the prospect to own your product and service as the means to satisfy identified needs Slide 6 Page 6 Great Thoughts for Great Selling "People hate to be sold anything, but they love to buy. "There is only one way to get anybody to do anything, and that is by making them want to do It. "K.I.S.S. = Keep It Simple Salesperson" Slide 7 Page 7 Planning and Preparation Preparation leads to confidence in front of customer Be distinctive and creative Collect all pre-approach information Know the customer and their needs Dont treat Customer like a prospect or a commodity Help people get what they want In prep we select our products and service to satisfy the customer So, think in advance like the customer anticipate Selling on purpose is being clever One important key to success is self-confidence. An important key to self- confidence is preparation. Arthur Ashe ( Tennis Player) Slide 8 Page 8 Before the Sale Know your Objections Know people see from their view point Know about the company Find prospects that logically need Nawras products and services Walk in customer shoes focus on their wants and help them to buy Choose positive thoughts to create success Present your Benefits that combine to solve customer problems Slide 9 Page 9 A Favourable Start SShocking Statement HHandshake with Meaning OOffer Something CCompliment KKnow People by Name IInquire NNeeds Analysis GGive a Gift or Gesture Slide 10 Page 10 MISSION STATEMENT FOR THE SALES PROFESSIONAL The sales professional is charged with the primary mission of actively and assertively generating profitable sales of the companys products and services through skillful individual and team efforts that help prospects get what they need and want. Slide 11 Page 11 Buying Motives of our Customer Be aware when selling and link to right Benefits. It is key to Identify REAL buying motives. Client may want to buy NOT for reasons we think he should but because of his own! Slide 12 Page 12 The Sales Process simplified do you agree? Preparation Questioning/Listening Proposal Supporting Counter any Objections Closing The Sale After Care Slide 13 Page 13 Product Knowledge when using F&Bs Do you know your product line? Do you translate good features into benefits? Do you know Competitors products? Do you know your Best features? Do you know your new trends & developments of products? Do you ask Qs of colleagues & Management? Do you ask Qs: Who, What, Where, When, How & Which. Do you know % share of markets? How is your Mkt. Intelligence Network? Are you alert to development of new markets? Learn something new each day Slide 14 Page 14 Unique Sales Point (U.S.P.) Called as well The Difference Many organizations offer the same P&S more or less so we need Unique Selling points to stand out A selling point only we have and competition does not A USP has Benefits strong enough to excite interest Ask yourself how is my product or service Unique? We need differences that are perceived and real A USP can usefully attract more revenue When you have such a point make the MOST of it!! Slide 15 Page 15 Unique Sales Point (U.S.P.) Exercise Unique Sales Point (U.S.P.) is a sales point our competition either does not have, or cannot use. Its benefits are strong enough to excite interest with the buyer. Exercise: In your groups make a list of as many USPs you can of Omasco products and services. You have 10 min GO FOR IT! Slide 16 Page 16 OBJECTIONS AND COUNTERS SESSION 3 OBJECTIONS AND COUNTERS Objection: In the widest sense, any statement, question, state of mind, action, complaint, by a prospect which SLOWS UP the progress of the sale. Counter: The right action to take, words to use, to get the process MOVING fast again. An objection is not a disaster: it merely slows up the progress. Our job is to get things moving faster again - moving towards a sale. So let us look at objections in this light. Slide 17 Page 17 OBJECTIONS AND COUNTERS Handling objections or Counters probably requires more skills than anything else a salesman does. You must be prepared to handle it. If you let it go by unchallenged you lose by default Client has right to object / resistance is normal in selling Some objections to ignore if hopeless situations Concerning price objections. They may be honestly feel price is too high Perhaps they have lower quotes Trying to discourage you Making sure you offered Best price Slide 18 Page 18 OBJECTIONS AND COUNTERS WHY? 1.I have an objection to the product,This may be because he is price, quality, etc.satisfied with a competitor. 2.I have an objection to makingBecause he is not convinced. a decision.Because he is not the REAL buyer. 3.I have an objection toBecause he has no interest listening to you now.or time. WHAT IS AN OBJECTION? An objection means: "I am not ready to buy this product......". Slide 19 Page 19 OBJECTIONS AND COUNTERS KIND OF OBJECTIONS Sincere : I really believe that some aspect of this product is not for me". "I would like to know more - I am not fully convinced". "I do not like this company - or its salesman. I prefer my existing supplier". Insincere: This is a reaction against being sold. The buyer just does not want to buy at this time. Hidden : These are dangerous, because they are not expressed. They can only be seen by acute observation they have to be brought out into the open, by questions. Slide 20 Page 20 VERBAL BUYING SIGNALS Buying signals are remarks of the customer which show that he/she is inclined to buy our services. Most of the buying signals you receive are indirect. They fall into eight general categories: 1.A specific price request Customer:"How much do I have to pay extra, if I buy three?" 2.Questions about specific features Customer:"Does Nawras offer in two levels?". 3.Indication of a specific need Customer: We need it in three days is that possible?" Slide 21 Page 21 VERBAL BUYING SIGNALS 4.Frequently agreeing with the sales - agent Customer:"Oh yes, sure. It is quite a lot of money, but you really get something in return 5.Increasingly friendly attitude Customer:"You really went through a lot of trouble to get everything organised. But I must say your company is always helpful". 6.Asking for reassurance Customer:"Maybe it is better to make the purchase now, don't you think?". 7.Mentally assuming making the trip Customer:"If we make our booking now, could we get our systems later, say Saturday?". 8.Final Procedural question - Customer:"What kind of equipment do I need? Slide 22 Page 22 Verbal and Non Verbal - BUYING SIGNALS Prospect picks up contract Says he might be interested in trying Nawras You notice that he is wanting you to reassure him that he is making the right decision to buy Can't decide which of "two yes's" to select He assumes possession mentally of product or service Order form, brochure or instruction sheet being examined closely Looks for concession Opens or rubs his hands Gestures that involuntary suggest he Is "almost ready" Increasingly friendly attitude toward me or my product Chin rubbed thoughtfully Asks questions Indicating specific area of interest - Looks at my National literature more closely Slide 23 Page 23 CLOSING THE SALE - THE MOMENT OF TRUTH SESSION 4 TIPS on Closing a sale - A difficult challenge in cycle If you see a buying signal React! A closing attempt will do two things 1.Get a purchase agreement or commitment thats GREAT! 2.Expose another objection- also great because you can act on it! If the whole sales process took place well, then closing will not take long Keep trying: Successful salespersons make one more try Remember- Peak buying period All pieces have to come together at same time Strike when iron is is hot Slide 24 Page 24 CLOSING THE SALE- Last thoughts Formula: A.Watch for buying signals B.Ask for order C.Keep your mouth shut Go for early close: A.Helps save time B.Discover objection early and can deal with it C.May just get the sale Slide 25 Page 25 AFTER CARE What is it? Handling problems Introducing the team Offering new and fresh ideas to help their business New Omasco developments Our after care can be a key differentiator between us and competitor Need to spread Omasco message around Need to maintain Corporate image during After Care Slide 26 Page 26 AFTER CARE Results of After Care? Can promote repeat business We control the account better Key account properly serviced can equal thousand of Rials in business Creates loyalty Makes them pleased with their Buying Decisions Can result in referrals Proper After Care is imperative and Smart Remember.. Your Customer is your competitors next prospect.they are just waiting for you to blunder Slide 27 Page 27 Presentation Tips - Communication oPreparation oConfidence and control oGood opening impression oSupport with visual aids oUse notes oRehearse oTiming Slide 28 Page 28 Influencing Others - Communication DO: Try to understand the other person Listen, and show you are listening Control your emotions Ask open questions Create rapport Involve others in the solution making Try different styles of negotiating Stay open to being influenced yourself Believe that you have the right to be heard Create common ground Slide 29 Page 29 Influencing Others DONT: Start with a fixed idea Lose your cool Interrupt the other person Talk more than listen Rely on facts only Be determined not to be influenced Make assumptions Give advice Leave other people to guess what you want Slide 30 Page 30 Communication / Listening Seven Steps to Improved Listening Skills LLook and listen IImplied Interest SSummarize key points often TTerritorial Sensitivity EEmpathetic position NNames / Notes / and Non verbal signals SSmile Slide 31 Page 31 REASONS WHY CUSTOMERS QUIT 1%...DIE 3%...MOVE AWAY 5%...INFLUENCED BY FRIENDS 9%...COMPETITIVE REASONS (EG.,PRICE) 14%...DISSATISFIED WITH PRODUCT 68%...QUIT BECAUSE OF AN ATTITUDE OF INDIFFERENCE ON THE PART OF AN EMPLOYEE (EG: POOR SERVICE) The Strategic Planning Institute, Cambridge, Mass. Slide 32 Page 32 SKILLS NEEDED FOR CUSTOMER SERVICE Social skills Communication Telephone skills Face-to-face / interpersonal - questioning - listening - non-verbal Identifying needs Establishing priorities Making / accepting / refusing requests Problem solving Decision making Coping with anger Defusing aggression Slide 33 Page 33 Great Thoughts for Great Selling Familiarise yourself with every detail of what you sell and what your competitors sell as well. Be positive, pleasant, patient and easygoing no matter how busy you are really are. Learn to use the telephone professionally and skillfully as an essential business tool.