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TOWARDS BUILDING THE CUSTOMER EXPERIENCE
OUR SALES STRATEGY
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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."
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““If you continue to If you continue to do what you have do what you have always done, then always done, then
you will continue to you will continue to get what you have get what you have
always got!”always got!”
AnonymousAnonymous
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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."
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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
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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"
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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
• Don’t 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)
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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
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A Favourable Start
S Shocking Statement
H Handshake with Meaning
O Offer Something
C Compliment
K Know People by Name
I Inquire
N Needs Analysis
G Give a Gift or Gesture
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MISSION STATEMENT FOR THE SALES PROFESSIONAL
The sales professional is charged with the
primary mission of actively and assertively
generating profitable sales of the company’s
products and services through skillful
individual and team efforts that help
prospects get what they need and want.
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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!
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The Sales Process simplified – do you agree?
Preparation
Questioning/Listening
Proposal
Supporting
Counter any Objections
Closing The Sale
After Care
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Product Knowledge when using F&B’s
• 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 Q’s of colleagues & Management?
• Do you ask Q’s: 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
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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!!
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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 USP’s you can of Omasco
products and services.
You have 10 min – GO FOR IT!
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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.
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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
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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 making Because he is not convinced.
a decision. Because he is not the REAL
buyer.
3. I have an objection to Because 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 ......".
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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.
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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?"
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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?”
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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
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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 – that’s 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”
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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
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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
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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”
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Presentation Tips - Communication
o Preparation
o Confidence and control
o Good opening impression
o Support with visual aids
o Use notes
o Rehearse
o Timing
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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
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Influencing Others
DON’T:
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
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Communication / Listening
Seven Steps to Improved Listening Skills
L Look and listen
I Implied Interest
S Summarize key points often
T Territorial Sensitivity
E Empathetic position
N Names / Notes / and Non verbal signals
S Smile
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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.
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SKILLS NEEDED FOR CUSTOMER SERVICESKILLS 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
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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.
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