selling skills general

7/31/2019 Selling Skills General

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Selling Skills


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About Training

New information

Reinforcement of positivesRecognition of negatives

Learning comes in 3 forms:


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The Sales

Process

1. Target Account

2. Qualifying Call3. Appointment-Setting Call

4. Sales Call(s)

5. First Use/Installation

6. Back to step 4

? %

?


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Target

AccountsGood program?

Enough?

Significant?

All reps?

Buy-in?

Progress?


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Qualifying/Appointment-Setting Calls

Collectively known as cold-calling Everyone proficient, including

YOU? If not, teach

Script Objections/Turnarounds

Dont intrude-stereotypical salesman

See yourself thru customers eyes


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Cold-CallingScares most salespeople because:

THEY TRY TO ACCOMPLISH TOO

MUCH!


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Target

Accounts


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Qualifying Calls


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Appointment

Setting Call


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Appointment

Setting Call


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The Five Step

Sales CallIntroduction

Probe for Needs

Presentation

Management ofObjections

Close


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ConsiderYourself a

Doctor of Selling


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1. Exam

2.Diagnosis3.Treatment


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Introduction


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Five Steps of an

Introduction Name

Company

Appropriate Sociability

Productive

Purpose for Being There

Up-front Benefit


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Up-Front Benefit VERY importantWhy?

Bold!


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Probing


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Segues

Smoothly moving from one step ofthe call to the next

Getting customer to buy in

Needed to move to:

Probing

Demo/Presentation

Close


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Segue into

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

need to ask you some questions about your

current program; would that be ok? Would

you mind if I took some notes?


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Why Probe?To obtain valid information about

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

To increase receptivity - prepare forchange

To develop and maintain positiverapport - mutual trust

To increase involvement and

understanding


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Why Probe?

As much for customer as you!

Easier to sell someone somethingthey need

Keep in mind, they may not knowthey need it

Ask questions for which youalready know the answer


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Probing

Most important step!

Most underdeveloped step!

Dont assume (different answers) Dont quit early

Dont underestimate the power of

the word why Sometimes its just the wording

customers (people) wont just

cough up what you want to hear


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Types of Probes

Open

Intermediate

Closed

Open Probes - Start the flow of information

Intermediate Probes - Continue the flow

Closed Probes - Obtain specific bits of information or action


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Open Probes

How do you feel about ..

What do you look for in a .. Give me your opinions on ...

Tell me about your currentfloor care program.


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Intermediate Probes

Brief Assertion-

Neutral Phrase-

Nod Head I See

Sure Uh Huh

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

Interesting, why do you say that?


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How many 5's do you use per

month?

What size container do you buy

your all purpose cleaner in?

How many people will be at the

housekeeping group seminar?

Closed Probes


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Summarize results with

summary probes:So what I hear you saying is

If I understand you.

Lays groundwork forPresentation

Proves you were listening

Before Leaving

Probing Step


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Presentation


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Time for another

Segue:

Into the Demo


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Segue into

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


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Presentation:

Simple equation:

Uncovered need + Presentation onApplicable Product = A Sale

The transfer of knowledge andenthusiasm


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Presentation: 3 Steps:

1. There are differences between meand my competition

2. The differences between me andmy competition are REAL

3. These differences AFFECT YOUin

Product usage

Labor


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Trial closes

Taking customers temperature

throughout sales call

Does this make sense to you?

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


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Presentation:

Relationship

Service

Value

Price

Relationship

Service

Value

Price

Relationship

Service

Value

Price


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Presentation:Value is:

Performance

SafetyHow do you establish

value for floor care?

Is it tougher to establishvalue for dilutables?


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Telling Is

Not Selling


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The

Same OldRoutine Sales

CallSalesman: Heres the product that will meet

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

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


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Adult Learning

Verbal5-7%

Verbal + Visual55%

Verbal + Visual +

Hands-On85%

0 50 100


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Presentation

What can we dobesides telling?


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Management

of

Objections


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MANAGEMENT OF

OBJECTIONS

Acknowledge

Probe

Answer Objection

Get Confirmation


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MANAGEMENT OF

OBJECTIONS

What if you

cant/get stuck?Give yourself a

chance


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ClosingYoull get 0% of the orders you dont ask for


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One Last Segue:Into the Close


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Segue into

Close:Based on what Ive shown you, does this lookbetter than what you currently use?


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Closing

Must earn the right to close

Customer expects you to

Close for somethingacommitment

If no, WHY?


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Closing Techniques

Are you using manydifferent techniques? Be

honest.You need tothey are

situational


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ASK FOR IT

Direct Close or Direct Question

Why dont you try it?

Can I have the authority to go aheadwith the order?

When would you like delivery?

How much would you need to getstarted?


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The Order Form Close

Start off with the basic assumptionthat the customer will buy..

Its only the details that needclarifying.

Question and obtain the customerscommitment on the different stages ofcompleting the order form.

At the final stage of the order...Ask for

the OK or Approval - Not Signature


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The Either / Or Close

It often helps to get the buyers finalagreement by asking which is the mostacceptable of alternativesoffered.

Would you like in Fives or in 55 gallondrums?

Would you like your order delivered this

week or next week?Would you need the Dispensing system?


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The Half Nelson Close

Use this close when the customerquestions your products features orbenefits, or you can help him/her solve a

problem. To be used successfully, this close

requires good probing and goodknowledge of your product.

If I can prove to you that _____ willreduce your labor costs by 50%, will youbuy it?


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Dialogues

Appointment-Setting

Up Front Benefit StatementAbout Company

Service

About ProductsOthers?


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The End?

No. You HAVE TO continueto develop these skills on

your own

selling skills general

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