selling skills for premise selling pallab mitra
TRANSCRIPT
Selling Skills – Premise Selling
Pallab Mitra Human Process Facilitator and Behaviour Interventionist
Ground Rules & Logistics
No question is a “silly question”
Time Schedules to be kept
Respect other participants opinion
Willingness to change
Commitment to Learn
Commitment to adopt all learnings
into action
Start and finish time
Breaks
Facilities
Please switch-off mobile phones
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Objectives
By the end of this program each participant will be able to :
Understand the benefits of acquiring an effective selling strategy
Get an overview of the sales process
Able to introduce appropriately and state the current business
Introduce a product and share the benefits
Able to ask realization questions and establish business need
Help customer to select you as a partner of choice
Do appropriate paperwork
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What should I Wear?
• Light Coloured Shirt
• Dark Coloured Trouser
• Matching Shoes
• Trouser/Shoe coloured Socks
• Belt colour matches with the shoe
• No fancy buckle
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Also • A clean shave
• A neat hair cut
• Nails clipped
• No sweaty face
• Pressed clothes
• No body odour (wear a neutral deodorant and a perfume)
• No smelly / torn socks
• No fancy accessories (rings, ear rings, wrist bands etc, spiked hair)
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Body Language
Do’s
Make frequent eye contact
Smile
Take notes
Smile
Nod frequently
Smile
Keep your hands out of
your pocket
Don’ts
Slouch
Cross you arms
Tap your feet
Clear your throat
repeatedly
Bite your lips or nails
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Opening
Probing & Listening Rapport
Building
Sales Presentation Objection
Closing
5 Step Sales Process
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Objective
By the end of the Module, the participants will
be able to:
Effectively use the first 4 minutes of the time with the
customer.
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“The first four minutes of your initial contact
are the crucial ones. It’s the average time,
demonstrated by careful observations,
during which the prospect decides whether
to continue or terminate the discussion.”
Dr. Leonard Zunin
Psychiatrist
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Why is effective opening Important?
It saves time
It adds prestige
It increases the chances of making a sale
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Introduce
Your Self
Your Company
Announce your Business
The purpose of opening is to
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Steps in opening a discussion
Wish and share the courtesies
– Handshake or Namaste
– Introduce Self and Company
– Hand over Visiting Card
Wait for the prospect to show a place to sit down
Share the purpose of the meeting
Take a conditional commitment
Ask permission to proceed
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Approach
Introduce yourself as a representative of …………….
State the purpose of your Visit
Why are you there?
• People find value in the time they speak to me
What do you want to do?
• Share an excellent business opportunity, the benefits of which will be reaped by us
Why do you want to do that?
• Because I feel that these benefits can help you and me to profit.
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Opening Objections
Some commonly raised objections
– I’m busy
– I already have a tie-up
– It is difficult to believe your offer
– Send me information about your plans and about your company
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Handling Opening Objection
Step I – Reciprocate
• Pause!
• Either express appreciation of the current situation OR tell the prospect what you have understood
Step II - Respond
• Explain how you want to do the same thing that your prospect requires
Step III – Renegotiate
• Ask for an alternative day and time
Step IV - Reconfirm
• Express appreciation, confirm schedule
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Opening a discussion
Two aims
– Break the ice
– Set a tone for the conversation
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In Opening The words you use must be practiced and rehearsed until
saying them becomes as natural as breathing.
Knowing exactly what you are going to say will give you confidence and allow you to express yourself effectively.
The purpose of your call is to sell an interview -- not to sell a solution.
Keep in mind!
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Things that people notice about you first
Appearance
Facial Expressions
Movement
Tone
Pitch of Voice
Words
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Do’s & Don'ts at appointment
Do be prompt for the appointment give a warm greeting with a firm
handshake. find something to praise make the prospect feel important watch your posture and look your
prospect in the eyes stay enthusiastic. It’s contagious. It
attracts favorable response. avoid conversation relating to politics,
race and religion
Don’t mispronounce your
prospect’s name show impatience Look nervous compliment unless it is
believable
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When the seller has
• An identified buyer
• Product/ service to sell
• A Place where the two can meet / transact
When the buyer has
• Money
• Authority to take Decision
• Need
• A seller with a product or service to meet his needs
When does a sale happen?
A successful sale benefits both the buyer and the seller
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Qualities of a successful seller
Knowledge of
• Company
• Products
• Processes
• Competition
• Technology
• Market
Skills
• Sales skills
• Communication
• Listening
• Probing
Attitude
Integrity
Honesty
Tenacity
Daring
How many of the above qualities do you have?
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Objective
By the end of the Probing, and Listening Module, participants will be able to:
Increase their confidence in client building;
Understand the purpose in developing need recognition
Ask questions
Recognize MAN Factor
Build rapport with the customer
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Need level exercise
List out 5 reasons why a Prospect would place his trust on us
1.
2.
3.
4.
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Identifying Needs
Finding out your prospect’s needs is the key to successful selling
It is your job to uncover the needs of your prospect.
This means most of the time you have to convert vague concerns into concrete needs.
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Remember – Most people want to
Improve something
Maintain something
Reduce something
Your task is to convert the prospect’s needs into wants!
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Interviewing – Communication Communication
– 20% talking
– 80% listening
Talking
– Asking questions
– Describing benefits
– Summarizing
– Clarifying
Listening
– How many disclosures has he/she has made
– How many of them are real needs
– How does he/she decide
– Can he/she pay
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Questions
By using:
Open Probes
Closed Probes
Questions about
Money
Authority
Need
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Situation Questions
Use Open or Closed Probes Open probe – an open ended question which makes the customer talk freely about a topic of his choice Closed Probe – a question which restricts the customer’s thinking to a choice of the sales person.
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Keys to good listening
Be patient and attentive. Let the prospect talk.
Be sure to keep an open mind.
Do not be led astray by emotional words or arguments.
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Remember while asking Questions
Ask one question at a time Probe further when you receive short answers Do not interrogate the prospect! Ask open-ended questions
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Objective By the end of the “Sales Presentation” Module, the participants will be able to recommend a solution based on the prospect’s needs .
• Identify the solution that meets the need
• Discuss how a particular solution benefits the customer
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Essentials of effective presentation
It must capture your prospect’s instant and undivided
attention.
It must arouse interest by describing owner benefits and
their advantages to the prospect.
It must build desire by winning your prospect’s confidence.
It must motivate your prospect to take action now.
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KNOWING WHAT TO COMMUNICATE FAB
• What is a Feature
• What is an Advantage
• What is a Benefit
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FAB
• Feature: Anything that describes the product
• Advantage: A special usefulness of the product
• Benefit: A special usefulness of the product that impacts the customer
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Objective
By the end of this module the participants will be able to
learn different objections
learn the strategy for overcoming objections
learn the answers to common objections
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Two types of Basic Objections
Basically objections are of 2 types:
Misunderstandings
The customer has not understood what you have said/stated
Perceived drawbacks
The customer agrees to your proposal but does not think it will work for him
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Handling Perceived Drawback
Rephrase the question in an answer form
Offer Proof
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Two Factors that determine success in overcoming objections
Your Attitude
Objections are not obstacles to closing the sale
Welcome the objection as a useful information to determine your prospect’s thought process
Strategy
Learn and master the strategy for handling objections and you’ll be able to remain poised and react calmly.
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Things to remember about Objections
The first objection is not the real objection but only a sales resistance. It’s expressed in alibis, excuses or stalls.
Genuine objection will have the ring of sincerity
Summarize all objections
Make the genuine objection the final objection
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Objective
By the end of this module the participants will be able to
Ask for an order
Guide the Customer to seek relevant paper work
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Closing
Summarizing pre accepted benefits
Ask for the order
Watch out! You are seconds away from securing an order
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Things to remember in closing a sale
The object of your sales effort is to motivate your prospect to make a decision in your favor NOW!
Emotions drive prospects into decisions
In closing, nothing is more contagious than your enthusiasm
An assertive attitude of expectancy coupled with a planned strategy will help you close more sales.
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Remember
Never ask an open ended question while closing
Only use open probe if sale fails
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Buying Signals – Look out!
He puts on his glasses, he begins to study your proposal.
He asks questions.
He begins to calculate the benefits.
He becomes more friendly towards you.
He cooperates better.
He indicates concern about his problem.
He pulls his chair up closer.
He leans forward.
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Buying signals – Look out!
He begins to pay closer attention.
His tone of voice changes.
He becomes involved.
He scratches his head, rubs his chin, nods his head.
His facial expression reveals concern.
He asks questions as if he had made the purchase.
He asks about how to pay.
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Buying Signals – Look Out!
He asks about the documents
He asks questions like “How soon can this be done?”
He asks question like “how do you compare….?”
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Salesman’s Language AVOID NEGATIVE LANGUAGE
• Possibly-maybe-perhaps • We might be able to do this • I hope that will be ok
USE POSITIVE LANGUAGE • I am sure that will be sufficient • I know we can get that for you • I am certain you will be pleased with this
Loosing and winning words • TRY – This implies that you are unsure of whether you can do something – use
the word ensure instead it is positive and commits you to action which your customer will believe
• Use the word ‘Please’ at the start of a sentence rather than at the end of it, as it becomes an order at the end of a sentence
• ‘OK’ sounds bland, automatic and disengaged • Use ‘Certainly’, this conveys warmth and interest in delighting your customer • Avoid the word ‘busy’, your customer should never feel that you are too busy to
look after his/her needs. • Try saying ‘I will look into this and come back to you’
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Appreciate your time!
Go forth and multiply
Pallab Mitra Human process facilitator and behaviour interventionist To profit from more effective call close ratios, and or having optimally performing human assets, mail me at: [email protected]
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