selling skills general com (1)

8/4/2019 Selling Skills General com (1)

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Selling SkillsSelling Skills


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About TrainingAbout Training

New informationNew information

Reinforcement of positivesReinforcement of positivesRecognition of negativesRecognition of negatives

Learning comes in 3 forms:Learning comes in 3 forms:


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The Sales

Process

The Sales

Process1.1. Target AccountTarget Account

2.2. Qualifying CallQualifying Call3.3. AppointmentAppointment--Setting CallSetting Call

4.4. Sales Call(s)Sales Call(s)

5.5. First Use/InstallationFirst Use/Installation

6.6. Back to step 4Back to step 4

?? %%

??


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Target

Accounts

Target

AccountsGood program?Good program?

Enough?Enough?

Significant?Significant?

All reps?All reps?BuyBuy--in?in?

Progress?Progress?


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Qualifying/Appointment-Setting Calls

Qualifying/Appointment-Setting Calls

Collectively known as coldCollectively known as cold--callingcallingEveryone proficient, includingEveryone proficient, including

YOU? If not, teachYOU? If not, teach

ScriptScriptObjections/TurnaroundsObjections/Turnarounds

Dont intrudeDont intrude--stereotypical salesmanstereotypical salesman

See yourself thru customers eyesSee yourself thru customers eyes


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Cold-CallingCold-Calling

Scares most salespeople because:Scares most salespeople because:

THEY TRY TO ACCOMPLISH TOOTHEY TRY TO ACCOMPLISH TOO

MUCH!MUCH!


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Target

Accounts

Target

Accounts


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Qualifying CallsQualifying Calls


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Appointment

Setting Call

Appointment

Setting Call


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Appointment

Setting Call

Appointment

Setting Call


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The Five Step

Sales Call

The Five Step

Sales CallIntroductionIntroduction

Probe for NeedsProbe for Needs

PresentationPresentation

Management of ObjectionsManagement of Objections

CloseClose


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ConsiderYourself a Consider

Yourself a

Doctor of SellingDoctor of Selling


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1. Exam

2.Diagnosis3.Treatment

1. Exam

2.Diagnosis3.Treatment


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IntroductionIntroduction


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Five Steps of an

Introduction

Five Steps of an

Introduction

NameName

CompanyCompany

Appropriate SociabilityAppropriate Sociability

ProductiveProductive

Purpose for Being TherePurpose for Being There

UpUp--front Benefitfront Benefit


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Up-Front BenefitUp-Front Benefit

VERYimportantVERYimportant Why?Why?

Bold!Bold!


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ProbingProbing


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SeguesSegues

Smoothly moving from one step ofSmoothly moving from one step of

the calltothe nextthe calltothe nextGettingcustomerto buyinGettingcustomerto buyin

Neededto move to:Neededto move to:

ProbingProbingDemo/PresentationDemo/Presentation

CloseClose


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Segue intoSegue into

Probing:Probing:In order to determine if we can benefit youIn order to determine if we can benefit youlike we have for St. Marys Hospital, I justlike we have for St. Marys Hospital, I just

need to ask you some questions about yourneed to ask you some questions about your

current program; would that be ok? Wouldcurrent program; would that be ok? Would

you mind if I took some notes?you mind if I took some notes?


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Why Probe?Why Probe?Why Probe?Why Probe?To obtain valid information aboutTo obtain valid information about

othersothers --Needs, Ideas, Opinions,Needs, Ideas, Opinions,Feelings, etc.Feelings, etc.

To increase receptivityTo increase receptivity --prepare forprepare forchangechange

To develop and maintain positiveTo develop and maintain positiverapportrapport -- mutual trustmutual trust

To increase involvement andTo increase involvement and

understandingunderstanding


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Why Probe?Why Probe?Why Probe?Why Probe?

As much for customer as you!As much for customer as you!

Easier to sell someone somethingEasier to sell someone somethingthey needthey need

Keep in mind, they may not knowKeep in mind, they may not knowthey need itthey need it

Ask questions for which youAsk questions for which youalready know the answeralready know the answer


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ProbingProbingProbingProbing

Most important step!Most important step!

Most underdeveloped step!Most underdeveloped step!

Dont assume (different answers)Dont assume (different answers)

Dont quit earlyDont quit early

Dont underestimate the power ofDont underestimate the power of

the word whythe word why Sometimes its just the wordingSometimes its just the wording

customers (people) wont justcustomers (people) wont just

cough up what you want to hearcough up what you want to hear


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TypesofProbes

OpenOpen

IntermediateIntermediate

ClosedClosed

OpenProbesOpenProbes --Start the flow of informationStart the flow of information

Intermediate ProbesIntermediate Probes -- Continue the flowContinue the flow

ClosedProbesClosedProbes -- Obtain specific bits of information or actionObtain specific bits of information or action


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Open ProbesOpen ProbesOpen ProbesOpen Probes

Howdoyou feel aboutHowdoyou feel about....

Whatdoyoulookforin aWhatdoyoulookforin a ....

Give me youropinionsonGive me youropinionson......

Tell me aboutyourcurrentTell me aboutyourcurrentfloorcare program.floorcare program.


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Intermediate ProbesIntermediate ProbesIntermediate ProbesIntermediate Probes

BriefAssertionBriefAssertion--

NeutralPhraseNeutralPhrase--

Nod Head I SeeNod Head I See

Sure Uh HuhSure Uh Huh

Thank you for sharing that information.Thank you for sharing that information.Tell me some more about. .Tell me some more about. .

Interesting,Interesting, whywhy do you say that?do you say that?


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How many 5'sdoyouuse perHow many 5'sdoyouuse per

month?month?

Whatsize containerdoyou buyWhatsize containerdoyou buy

your all purpose cleanerin?your all purpose cleanerin?

How many people will be attheHow many people will be atthe

housekeepinggroup seminar?housekeepinggroup seminar?

Closed ProbesClosed Probes


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Summarize resultswith summarySummarize resultswith summary

probes:probes:SowhatI hearyousayingis

IfIunderstandyou.

LaysgroundworkforLaysgroundworkforPresentationPresentation

Provesyouwere listeningProvesyouwere listening

Before Leaving

Probing Step

Before Leaving

Probing Step


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PresentationPresentation


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Time for anotherTime for another

Segue:Segue:

Into the DemoInto the Demo


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the Demo:the Demo:Id like to get your opinion on a 2Id like to get your opinion on a 2--minuteminute

demodemo


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Presentation:Presentation:Presentation:Presentation:

Simple equation:Simple equation:

Uncovered need + Presentation onUncovered need + Presentation onApplicable Product = A SaleApplicable Product = A Sale

The transferofknowledge andThe transferofknowledge andenthusiasmenthusiasm


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Presentation:Presentation:Presentation:Presentation: 3 Steps:3 Steps:

1.1. There are differences between meThere are differences between me

and my competitionand my competition2.2. The differences between me andThe differences between me and

my competition are REALmy competition are REAL

3.3. These differences AFFECT YOUThese differences AFFECT YOUinin

Product usageProduct usage

LaborLabor


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Trial closesTrial closes

TakingcustomerstemperatureTakingcustomerstemperature

throughoutsalescallthroughoutsalescall

Does this make sense to you?Does this make sense to you?

What do you think about this?What do you think about this?Can you see advantages in this?Can you see advantages in this?


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Presentation:Presentation:Presentation:Presentation:

Relationship

Service

Value

Price

Relationship

Service

Value

Price

Relationship

Service

Value

Price


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Presentation:Presentation:Presentation:Presentation:Value is:Value is:

PerformancePerformance

SafetySafetyHowdoyou establishHowdoyou establish

value for floorcare?value for floorcare? Isittougherto establishIsittougherto establish

value forvalue fordilutablesdilutables??


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TellingIsTellingIs

NotNot SellingSelling


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TheTheSame OldSame OldRoutine SalesRoutine Sales

CallCall

Salesman: Heres the product that will meetSalesman: Heres the product that will meet

your needs: spitfire Its is a great cleaneryour needs: spitfire Its is a great cleanerand it can clean about anything, blah blahand it can clean about anything, blah blahblah...blah...

Customer is thinking: I have to kick him outCustomer is thinking: I have to kick him outsoonsoon -- Ive got to pee!Ive got to pee!


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AdultLearningAdultLearningAdultLearningAdultLearningVerbalVerbal

55--7%7%

Verbal + VisualVerbal + Visual55%55%

Verbal + Visual +Verbal + Visual +

HandsHands--OnOn85%85%

0 5 0 1 0 0


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PresentationPresentationPresentationPresentation

What can we doWhat can we dobesides telling?besides telling?


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ManagementManagement

ofof

ObjectionsObjections


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MANAGEMENT OF

OBJECTIONS

MANAGEMENT OF

OBJECTIONS

AcknowledgeAcknowledge

ProbeProbe

AnswerObjectionAnswerObjection

Get ConfirmationGet Confirmation


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MANAGEMENT OF

OBJECTIONS

MANAGEMENT OF

OBJECTIONS

WhatifyouWhatifyou

cant/getstuck?cant/getstuck?

Give yourself aGive yourself a

chancechance


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ClosingClosingYoull get 0% of the orders you dont ask forYoull get 0% of the orders you dont ask for


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One Last Segue:One Last Segue:

Into the CloseInto the Close


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Close:Close:Based on what Ive shown you, does this lookBased on what Ive shown you, does this look

better than what you currently use?better than what you currently use?


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ClosingClosing

M

ust earnthe righttocloseM

ust earnthe righttocloseCustomer expectsyoutoCustomer expectsyouto

Close forsomethingClose forsomething aacommitmentcommitment

Ifno, WHY?Ifno, WHY?


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Closing TechniquesClosing Techniques

aaAre youusing manyAre youusing manydifferenttechniques? Bedifferenttechniques? Be

honest.honest.aaYouneedtoYouneedto they arethey are

situationalsituational


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ASK FOR ITASK FOR IT

Direct Close orDirect QuestionDirect Close orDirect Question

aaWhydontyoutryit?Whydontyoutryit?

aaCanI have the authoritytogo aheadCanI have the authoritytogo aheadwith the order?with the order?

aaWhenwouldyoulike delivery?Whenwouldyoulike delivery?

aa How much wouldyouneedtogetHow much wouldyouneedtogetstarted?started?


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The Order Form CloseThe Order Form Close

Startoffwith the basic assumptionStartoffwith the basic assumptionthatthe customerwill buy..thatthe customerwill buy..

Itsonlythe detailsthatneedItsonlythe detailsthatneedclarifying.clarifying.

Question andobtainthe customersQuestion andobtainthe customers

commitmentonthe differentstagesofcommitmentonthe differentstagesofcompletingthe order form.completingthe order form.

aaAtthe finalstage ofthe order...AskforAtthe finalstage ofthe order...Askfor

thethe OKOK ororApprovalApproval -- Not SignatureNot Signature


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The Either / Or CloseThe Either / Or Close

Itoften helpstogetthe buyers finalItoften helpstogetthe buyers finalagreement by askingwhich isthe mostagreement by askingwhich isthe mostacceptable ofacceptable of alternativesalternatives offered.offered.

aaWouldyoulike in Fivesorin 55 gallonWouldyoulike in Fivesorin 55 gallondrums?drums?

aaWouldyoulike yourorderdeliveredthisWouldyoulike yourorderdeliveredthis

weekornextweek?weekornextweek?aaWouldyouneedthe Dispensingsystem?Wouldyouneedthe Dispensingsystem?


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The Half Nelson CloseThe Half Nelson Close

Use thisclose whenthe customerUse thisclose whenthe customerquestionsyour products featuresorquestionsyour products featuresor

benefits,oryoucan help him/hersolve abenefits,oryoucan help him/hersolve aproblem.problem.

To be usedsuccessfully,thiscloseTo be usedsuccessfully,thiscloserequiresgood probing andgoodrequiresgood probing andgoodknowledge ofyour product.knowledge ofyour product.

aaIfIfIcan prove toyouthat _____willIcan prove toyouthat _____willreduce yourlaborcosts by 50%,willyoureduce yourlaborcosts by 50%,willyoubuyit?buyit?


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DialoguesDialogues

AppointmentAppointment--SettingSetting

Up Front Benefit StatementUp Front Benefit StatementAbout CompanyAbout Company

ServiceService

AboutProductsAboutProducts

Others?Others?


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The End?The End?

No. You HAVE TO continueNo. You HAVE TO continueto develop these skills onto develop these skills on

your ownyour own

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