Presents

Pump up the Performance

Welcome

3/10/2010 2

What is retail ?

3/10/2010 3

The term 'retail' is derived from the French word

retailer which means 'to cut a piece off’ or ‘to break

bulk'.

Retailing is a vital part of the business industry that

involves selling products and services to consumers

for their individual or family use.

Here are the Top 10, as listed by PPP GDP

3/10/20104

4

PPP= Purchasing Power Parity /GDP =Gross Domestic Product

Future of retail

3/10/20105

Demand for white goods grew from 3.43 million units in 1995-96 to 8.72 million in 2005-06 and is expected to reach 13.14 million in 2009-10

Why do people have that PPP

3/10/20106

Some of the Retail Chains (India)

3/10/20107

3/10/20108

Some of the Retail Chains (International)

Some of the Brands and Manufactures

3/10/2010 9

Indian retail industry has been rated as the fifth most

attractive, emerging retail market in the world. Indian

retail industry which account for over 10 percent of

the country’s GDP

Eight percent of employment, is expected to grow at

a compounded rate of 30 per cent over the next five

years. 

3/10/2010 10

Retail Scenario in India

3/10/201011

India is one of the top ten emerging retail markets all over the globe.

Eight percent of employment, is expected to grow at a compounded rate of 30 per cent over the next five years. 

Manufacturing companies also recruit retail staff to reach out to the customers directly.

Many MNC retail companies are already here in India and more on the way here . 

3/10/201012

Shopping has become a hobby for the new generation.

The whole concept of shopping has altered with time, in terms of format and consumer buying behavior.

Thanks to rapid urbanization and sprawling shopping centers, multi-storeyed malls and huge complexes that emerge at an ever increasing speed in every upcoming city like Ahmedabad. 

IF YOU THINK YOU ARE BEATEN, YOU ARE.

IF YOU THINK YOU DARE NOT, YOU DON’T.

IF YOU’D LIKE TO WIN BUT THINK CAN’T,IT’S ALMOST CERTAIN THAT YOU WON’T.

LIFE’S BATTLES DON’T ALWAYS GO TOTHE STRONGER WOMAN OR MANBUT SOONER OR LATER,THOSE WHO WIN ARE THOSEWHO THINK THEY CAN. 

ALWAYS REMEMBER

3/10/201014

Employers look for people who enjoy working with others and who possess good communication skills.

Employers also value workers who have the tact and patience to deal with difficult customers.

Among other desirable characteristics are an interest in sales work, a neat appearance, and a courteous demeanor.

What do you need to get there ?

3/10/201015

As you gain experience and seniority, you can often move into positions with greater responsibility and may be given your choice of departments in which to work.

This opportunity often means moving to areas with higher potential earnings and commissions.

Although doing so often requires extensive knowledge of the product and an excellent talent for persuasion.

3/10/201016

The ability to speak more than one language may be helpful for employment in communities where people from various cultures live and shop.

In many ways, working for a retail store is a little like running your own business.

Most retailers’ look for an entrepreneurial drive teamed with an aptitude for analytical and quick thinking.

Break

Understanding the Sales

3/10/201018

The steps to sale

3/10/2010 19

Parallel Dimensions of Selling

3/10/2010 20

Selling Process Buyer’s Mental Steps

Prospecting

Interest

Explain Business Prop.List Price, Shipping Cost,Discounts, Financing,ROI, Value Analysis

Suggest PurchaseProduct, Quantity,Features, Delivery,Installation, Price

MoneyAuthorityDesire

PresentationDiscuss ProductPresent Marketing PlanExplain Business Prop.Suggest Purchase

Discuss ProductShow FeatureExplain AdvantageLead Into BenefitLet Customer Talk

Desire

Present PlanAvailability, Delivery,Guarantee, Installation,Maintenance, Promotion,Training, Warranty

Conviction

Preapproach

Follow-up & Service

AttentionApproach

Presentation

Trial Close

Determine Objections

Meet Objections

Trial Close

Close Purchase

Desire

Conviction

What is Selling?

Definition:

– Identifying customer needs, and matching products to those needs.

– Selling is the transfer of products or services from one person to another through an exchange mechanism called money.

3/10/201021

22

Most Of us would like to refer to a customer as

But they are

3/10/201023

As the old saying“Customer is king – treat him like one

And pamper him as much as you can.”

3/10/201024

Sales Skills Training

MYTHS ABOUT SELLING

SALES: WHAT IT IS AND WHAT IT ISN’T

SANITY CHECK!

Common Held Myths About ‘Selling’

Selling is not about

TALKING

Selling is about

LISTENING

Selling is not about

‘The Lowest Price’

Selling is about

‘The Highest Value’

Selling is not about

A Product

Selling is about

A Solution

Selling is not about

You

Selling is about

The Prospect

Selling is not about

DEBATING

Selling is about

COMMUNICATION

Sales require Skills and knowledge

Let’s get ‘STARTED’

IF YOU CAN OR IF YOU THINK YOU CAN’T … YOU’RE RIGHT.

-HENRY FORD.

YOU DON’T DROWN BY FALLING IN THE WATER

YOU DROWN BY STAYING THERE.

- EDWIN LOUIS COLE

Wise words

Customers/ People

• People are like ‘Icebergs’!

• Above the surface: Small part – Explicit

• Below the surface: Larger part – Implicit (Emotions, Perceptions and Intentions)

• Though we communicate at both levels but it’s the explicit part that is generally visible

• Explicit – Polite Vs Implicit – Irritated

KNOW YOUR CUSTOMER

Qualities of the Sales Person

• Have a spotless appearance – nice formal dressing can only help

• Radiate trust and sympathy

• Radiate confidence that you know your stuff very well and your presence can be of use to the customer

• Build a rapport

3/10/201042

“YOU” –Are very Vital

• You are the first impression of the organization to the customer

• Based on whatever you do the customer perceives the organization

Serving a customer..

• Step 1 – Smile and greet the customer

• Step 2 - Understand Customers’ personality

• Step 3 - Adjust communication to different personality types

• Step 4 – Listen to the customer

• Step 5 – Provide the best service to customer.

Always service with A SMILE

3/10/201043

Break

How to open a Sales talk?

• Do you start by speaking about how good your products or services are?• Or a small talk about weather?• Or is it better to start with introducing yourself?

“The first 10 words are more important than your next 10,000!”

Opening a Sales Call

• First 30 seconds of a sales call are crucial

You never get a second opportunity to make the first impression

Therefore, you need to:Set the scene in a positive way

Raise attention of the prospect

Kick off for a successful close

10 seconds:

You've already made a very clear impression

on prospects.

Less than 25 seconds:

They're beginning to make "Go/No Go“

decisions about buying from you.

Within 2-4 minutes:

They are likely to have decided whether or not

you're the person they'd like to buy from.

3/10/201047

Opening a Sales Call ‘getting your customer’s attention’

Many a times opening line is about a productand that can be irritating as the customer maynot even know what that product can do for him

You need to ask an exuberant question to raise the interest of the customer!

3/10/201049

Meeting Prospects for the First Time1. Smile deep and wide

2. Maintain eye contact

3. Offer a greeting

4. Shake hands

5. Always wear your name tag

6. Speak the language of the customer

7. Talk Politely and in a pleasant tone

8. Ask the customer what he/she is looking for in the store and if you can help him/her

Some claim it takes 43 muscles to frown and 17 to smile, we should

just smile because it's easier.

Communication – A key to success

There is a communication wall between people:What you think

#

What you say#

What the others hear

#What the others understand

#

What the others do

Why customers do not understand what you are trying to say?

You must carefully select the words to express what you really want to say

THE ONLY PERSON WHO CAN ADD VALUE TO

YOUR CUSTOMER’S LIFE IS YOU.

AND YOU GOT TO KNOW IT .

EVEN HEAVEN NEVER HELPS THE PERSON

WHO WILL NOT ACT

Wise words

3/10/20105252

Communication : The Flow

Sender ReceiverMessage

Feedback

Channel

Perception

DeliveryFormulating

Response

Understanding

3/10/201053

“Listening, whether done by individuals or by companies and government, is a signal of respect. When people don’t feel listened to, they don’t feel respected. And when they don’t feel respected, they feel anger and resentment. This resentment is multiplied and painful if people think you’re pretending to listen but aren’t.”

- Hugo Powell

“We were given two ears but only one mouth.

This is because God knew that listening was

twice as hard as talking.”

Improving Listening in the Workplace• Stop talking.• Control external and internal distractions.• Become actively involved.• Separate facts from opinions.• Identify important facts.• Ask clarifying questions.• Paraphrase to increase understanding.• Capitalize on lag time.• Be aware of gender differences.

56

Ten Misconceptions About Listening1. Listening is a matter of intelligence.

Fact: Careful listening is a learned behavior.

2. Speaking is a more important part of the communication process than listening.

Fact: Speaking and listening are equally important.

3. Listening is easy and requires little energy.

Fact: Active listeners undergo the same physiological changes as a person jogging.

57

Ten Misconceptions About Listening

4. Listening is an automatic reflex.

Fact: Listening is a conscious, selective process;hearing is an involuntary act.

5. Speakers are able to command listening.

Fact: Speakers cannot make a person really listen.

6. Hearing ability determines listening ability.

Fact: Listening happens mentally – between the ears.

58

Ten Misconceptions About Listening7. Speakers are totally responsible for communication

success.Fact: Communication is a two-way street.

8. Listening is only a matter of understanding a speaker’s words.Fact: Nonverbal signals also help listeners gain understanding.

59

Ten Misconceptions About Listening

9. Daily practice eliminates the need for listening training.Fact: Without effective listening training, most practice merely reinforces negative behaviors.

10. Competence in listening develops naturally.Fact: Untrained people listen at only 25 percent efficiency.

60

Most Irritating Listening Habits

1. Rushing the speaker and making him feel he is wasting the listener’s time.

2. Interrupting the speaker.3. Not looking at the speaker.4. Getting ahead of the speaker (finishing her

thoughts).5. Not responding to the speaker’s requests.

61

Most Irritating Listening Habits5. Showing interest in something other than what the

speaker is saying.6. Saying “Yes, but . . .,” as if the listener’s mind is made

up.

8. Topping the speaker’s story with “That reminds me . . .” or “That’s nothing; let me tell you about. . . .”

9. Forgetting what was talked about previously.

10. Asking too many questions about details.

Break

04/10/23

CUSTOMER BASED TECHNIQUES

• Sell yourself not just the product.

• Be confident and genuine, the customer can hear it in your tone of voice

• Find a common ground with the customer; make them feel comfortable

• Answer customer questions to the best of your knowledge; don’t over do.

Be A Seller NOT a Teller

Be A Seller NOT an order Taker

What is the number one word that every Sales person is afraid of ?

NO !!I need to think about it

I don’t need any help I am fineI have to much debt to spend that much

I don’t have time now,

How do you avoid the NOs

I need to ask my Wife

3/10/2010 66

The first “no” from the prospect isn’t necessarily an absolute refusal to buy

It only means that the customer is not yet convinced & the customer is saying tell

more

But I want some of the titles from the Home Compilation pack and some from the Games pack.In order to keep our prices competitive the choice of free software is one pack. I am sure you will be happy with _____.  It is too expensiveOur machines really are good value for money, remember there are no hidden extras so all the cables, mouse mat etc are included. You will find our prices for the quality hard to beat. 

 

I have got to check with my wife/husband first.Why not complete the paperwork, you have – days to cancel, then when you bring him/her in we only have to show the demonstration. Why do you have to deliver?Each machine is the latest technology and brand new as we manufacture on a supply and demand basis. This means your machine is fresh and new.

 I have a friend who will fix the PC for me. I do not need your Support package.Will your friend be there when you need him? What about when he goes on holiday, does his own job?Even your friend will have to pay for parts.

But why do you have to wait 10 days for the software.The software comes pre-loaded for you and each machine is fully tested before leaving Tiny

I have heard your support is not very good and that the lines are always engaged.Some periods are busier than others. We have one of the largest support teams in the country with fully trained operators to help you. My friend told me that an integrated graphics card is no good.The integrated graphics card gives excellent 3d graphics. Come and look at one of the games. If you will use your PC more for games consider the PC with the Riva TNT Invid card.

I have never heard of these Lexmark printersLexmark are a well respected, brand name particularly in Europe and give a high quality print. Let me show you. Also if the printer is out of stock you get a better printer for free as they will deliver the upgrade.

Those sub woofers don’t look very good.They are excellent sound quality. Listen

I have heard that ATHLON machines are faster.Our machines are industry standard.

EFFECTIVE TELESERVICES

Difficulties With Closing• Closing is the easiest part of the presentation

• As salespeople we may fail to close because

– We are not confident in our ability to close

– We determine that the prospect does not need the quantity or type of service/product, or that the prospect should not buy

– We may not have worked hard enough in developing a customer profile and customer benefit plan

8 rules for closing a sale• Stop talking

• Stop showing more products

• Summarize features/benefits

• Don’t rush customer

• Use words of ownership

• Use major objections

• Use effective product presentations

• Look for minor agreements on selling points

When Should I Pop the Question?

• Closing is the process of helping people make a

decision that will benefit them

• No magic phrases and techniques to use in closing

a sale

• Close when the prospect is in the conviction stage

of the mental buying process

Looking at Closing From The Prospect’s Point of View

Consider these buyer questions:

• Do I really need this product?

• Does this product measure up to the competition?

• Should I postpone buying?

• Will this supplier stand behind the product?

• What will my friends think if I buy this item?

Guidelines for Closing the Sale• Focus on dominant buying motives

• Negotiate the tough points before attempting a close

• Be patient

• Avoid surprises at the close

• Do not isolate the prospect

• Show confidence

• Ask for the order more than once

Use Tie Downs

TIE-DOWNS COME IN FOUR DIFFERENT STYLES:Standard, Inverted, Internal and Tag-On

THE “STANDARD” TIE-DOWN• The standard Tie-Down is used on the end of a sentence.• Here are twenty-one STANDARD TIE-DOWNS that are very

useful. Aren't they? Don't we? Isn't it?

Aren't you? Shouldn't it? Isn't that right?

Can't you? Wouldn't it? Didn't it?

Couldn't it? Haven't they? Wasn't it?

Doesn't it? Hasn't he? Won't they?

Don't you agree? Hasn't she? Won't you?

Wouldn't you agree? Can't they? Won't it?

Selling is the art of asking the right questions to get the minor yeses that allow you to lead your prospect to the major decisions and the major YES!

THE ‘TAG-ON’ TIE DOWN

• The TAG-ON is very similar to the standard tie down, in the respect that you simply use the tie-down to agree with a positive statement your customer has made.e.g. Customer - "That sounds like a very attractive price plan."Your Response - "Yes it does, doesn’t it?” Or simply - "Doesn't it?”

THE ‘INVERTED’ TIE-DOWN• For variety and to add warmth, put the TIE-DOWN at the beginning of the sentence.

A good mixture of the four types of tie-downs won't find their way into your sales presentation by accident. A Winner uses all four types smoothly, and without lessening any of his or her concentration on the customer. Such a high level of skill demands rehearsal.

• Use the TIE-DOWN exercise to invert sentences for practice. Recast each sentence as you go through them and say them aloud in the inverted form.i.e. "Many progressive companies are using computers today, aren't they?”

• That inverts into - "Aren't a lot of companies using computers today?"i.e. "It would be great to have an advanced computer, wouldn't it?”

• That inverts into - "Wouldn't it be great to have an advanced computer?”

• Sometimes changing an extra word or two helps smooth out the sentence. It also makes it easier to deliver your message.

Essentials of Closing Sales

• Be sure your prospect understands what you say

• Tailor your close to each prospect

• Everything you do and say should consider the customer’s point of view

• Never stop at the first “no”

• Learn to recognize buying signals

• Before you close, attempt a trial close

• After asking for the order—be silent

• Set high goals for yourself and develop a personal commitment to reach your goals

• Develop and maintain a positive, confident, and enthusiastic attitude toward yourself, your products, your prospects, and your close

Essentials of Closing Sales

•Help them make the buying decision• LEAD THEM TO THE SALE!•“Let's do this.” “Let's place the order now so you don't miss out!”•"Let's go ahead and put you down for one, OK?" •"Here is what I highly recommend we do, OK?"

Closing Phrases

THE ‘INTERNAL‘ TIE-DOWN• The smoothest way to hide a tie-down is to drop it in the middle of a complex

sentence. This is much easier than it sounds. Let's look at one example used in three different formats.

• Standard form: The tie-down is lastWhen you work with a new customer you should try for several minor yeses before you go for the big YES at the close, wouldn't you agree?

• Inverted form: The tie-down is firstWouldn't you agree that you should try for several minor yeses before you go for the big YES at the close?

• Internal form: The tie-down is in the middleWhen you work with a new customer, wouldn't you agree that you should try for several minor yeses before you go for the big YES at the close?

Closing the Sale

AND CONFIRMING THEPARTNERSHIP

HAPPY SELLING !!!!