sales training.ppt
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Developing Excellent Selling Skills
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Sellers pay more attention to the specific
products they offer than to the benefitsand experiences produced by the
products.
They focus on the wantsand lose sight
of the needs.
Marketing Myopia
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It is the process of:
analyzing a customers need for a
product, service or idea
then providing persuasive information
about that product, service or idea to the
customer.
What is Selling?
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Planning&
Preparation
IntroductionOr
Opening
After SalesFollow - up Closing
OvercomingObjections
Presentation
Questioning
The 7 Steps of a Sale
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1. Prospecting for new business shouldbe done:
Daily With Focus
Routinely With Seriousness
2. When prospecting: Be prepared Get organized Take good notes
Six Powerful Prospecting Tips
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3. When prospecting:
Use a script - don't shoot from the hip.
Practice the script until it sounds smooth and
natural.
Role-play with an associate over the phone.
Avoid the temptation to sell over the phone.
Your objective is to gather information andmake the appointment.
Six Powerful Prospecting Tips
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10 Critical Mistakes CommittedDuring Phone Prospecting
Mistake 10: SendingUnnecessary Literature
Send me information on that."uh, I didn't have a chance to readthat yet."Printed materials can be a finecomplementto your sales effort.YOU still need to generate interest tothe point where they deserveliterature.
Action Steps:If you hear therequest early in the call, respondwith, "I'll be happy to sendsomething that summarizes what wediscussed. Let me ask you, though, ifyou like what you see, I'm assumingwe'll be able to do business
together?"
Mistake 9: Poor
Telephone Image
People fuss about their personalappearance, but ignore the way they"look" on the phone. And that canbe fatal to tele-professionals.
Experiment:On your next 10 callsmark in 2 columns: "desirable" &"undesirable," describing the totalimage you form based on what theother person says & how they say it.
Action Step:The best way toimprove the way you sound is to
listen to yourself on tape.
Mistake 8: No Post-Call Review
It is important to REFLECT on theactivities of each phone call. Theseare learning opportunities.Learning doesn't take place while
you're engaged in an activity. Ittakes place afterward, when youdwell on it.
Action Steps:At the end of everycall you place, simply ask yourselftwo questions:
1. What did I like about this call?2. What would I have donedifferently on this call?
Mistake 7: LousyListening
Listen More Than You Talk.
The other person's desire to listen &to talk to you is in inverse proportionto the amount of speaking you do.
Plus, the more you talk, the greaterthe possibility you'll mention thingsthey can object to.
Action Steps: The key is sellingyourself on WHY you need to listen.
"Why do I need to listen to this person?""Because what this person says will tellme exactly what I need to say in order tohelp them buy, therefore putting moremoney in my pocket."
Have your purpose in mind before
and during every conversation.
Mistake 6: ScreenerAbuse And Misuse
The strong-arm tactics of thesalespeople cause resistance with thescreeners.
Basic psychology tells you that the
more someone is pushed, the harderthey resist.
Action Steps:
To get to your buyers, all you needto do is help screeners do their job,which is protect the buyer's time sothat only callers with something ofvalue are allowed to spend timewith the boss.
"I have some ideas that have helpedother retailers in your industry cutdown on their advertising expenseswhile generating more store traffic.
I'd like to ask Ms. Ritu a few questionsto see if this would make sense foryou to take a look at."
"You probably work closelywith Ms. Ritu, is that right?"
"So I'm better preparedwhen I speak with her,there's some information youcould help me with first..."
Get Information From the
Screener
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10 Critical Mistakes CommittedDuring Phone Prospecting
YourBenefits
Needs Filled /ProblemsSolved
Questions to Ask
Your businessoffersovernightdelivery on
orders receivedby 5:00 P.M.,while all theothercompetitorscut off theirordering timeat 12:00 noonfor next day-delivery
Often have lastminute ordersthey require thenext day, and
their existingvendor isn'table to meetthose requests,therefore itcausesinconveniences,and maybe evenlost business.
"How quickly do younormally needdelivery?""Do you ever need next-
day delivery on ordersyou realize you need toplace later in the day?""What do you do insituations like that?""What happens whenyou need it the nextday, but have to waitfor two days? What kindof inconvenience doesthat cause?"
Mistake 5: InadequateQuestioning
Mistake 4: PoorPreparation
Mistake 3: Mis-understand Objectons
When salespeople suggesttreatment without diagnosis theresult is usually disastrous for thecaller: He loses credibility in the
listener's mind. So customers bringup objections as a result of poorquestioning & lousy listening.
Action Step: Map out yourquestioning strategy before your call.
You can see in this situation, if thequestions uncovered the need /problem, the "benefit" would thentruly be of value.
Poor preparation ensures a sloppy,rambling call.On the other hand, you can and shouldchoreograph your call before you place it.The result of your call is also determinedbefore you pick up the phone.
Action Step: The most importantstep is setting your PrimaryObjective.Ask yourself what you want to do atthe end of the call, and what shouldthey do at the end of the call.The objective must involve ACTION.
People object when reps don'tquestion effectively, when they talktoo much, and basically presentfeatures the person isn't excited
about. Then when objections arevoiced, its not handled it effectively.Action Step: The best way todeal with objections is to preventthem from arising in the firstplace.However, when objectionsdo arise, dig for the reasonsbehind them.
"I see. Well, let'stalk about that."
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10 Critical Mistakes CommittedDuring Phone Prospecting
Mistake 5: InadequateQuestioning
Mistake 4: PoorPreparation
Mistake 3: Mis-understand Objectons
When salespeople suggesttreatment without diagnosis theresult is usually disastrous for thecaller: He loses credibility in the
listener's mind. So customers bringup objections as a result of poorquestioning & lousy listening.
Action Step: Map out yourquestioning strategy before your call.
You can see in this situation, if thequestions uncovered the need /problem, the "benefit" would thentruly be of value.
YourBenefits
Needs Filled /ProblemsSolved
Questions to Ask
Your businessoffersovernightdelivery on
orders receivedby 5:00 P.M.,while all theothercompetitorscut off theirordering timeat 12:00 noonfor next day-delivery
Often have lastminute ordersthey require thenext day, and
their existingvendor isn'table to meetthose requests,therefore itcausesinconveniences,and maybe evenlost business.
"How quickly do younormally needdelivery?""Do you ever need next-
day delivery on ordersyou realize you need toplace later in the day?""What do you do insituations like that?""What happens whenyou need it the nextday, but have to waitfor two days? What kindof inconvenience doesthat cause?"
Poor preparation ensures a sloppy,rambling call.On the other hand, you can and shouldchoreograph your call before you place it.The result of your call is also determinedbefore you pick up the phone.
Action Step: The most importantstep is setting your PrimaryObjective.Ask yourself what you want to do atthe end of the call, and what shouldthey do at the end of the call.The objective must involve ACTION.
People object when reps don'tquestion effectively, when they talktoo much, and basically presentfeatures the person isn't excited
about. Then when objections arevoiced, its not handled it effectively.Action Step: The best way todeal with objections is to preventthem from arising in the firstplace.However, when objectionsdo arise, dig for the reasonsbehind them.
"I see. Well, let'stalk about that."
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TECHNIQUES OF SELLING
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Handling Objections
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Feel/Felt/Found
I know how you feel.
Other customers have felt the same way
Ill show you what our customers have found.
Agree/Add/Explain
Listen and confirm
Align with the customer before redirecting
Explain why and how the situation can be changed
or altered
Objection Handling Techniques
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Smoke out all important objections
See the objection as a question
Agree with the customer about something
Admitting to the Objection
Objection Handling Techniques
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You have just a few seconds to make a good
initial impression be it in person or on the phone.
Maintain an attitude that you are seeking to helpyour prospect meet a need or solve a problem,
rather than force the sale of a product or service.
Know your product and be enthusiastic about it!
If you're not enthusiastic, your prospect certainly
won't be.
Tips for successful selling
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MMM TRAINING SOLUTIONSLandline: +91-44-42317735
Cell: +91 9677044366
Cell: +91 9677040908
Email: [email protected]
Website: www.mmmts.com
Contact Information
Pramila MathewCEO and Executive
Coach
Vikas V.Vice-President
Training