View
230
Download
0
Category
Preview:
Citation preview
7/23/2019 Customer Centric Selling
1/33
1
SELLING SKILLS
7/23/2019 Customer Centric Selling
2/33
2
What Kind Of Customer are You?What Kind Of Customer are You?
Customer Centric Selling
7/23/2019 Customer Centric Selling
3/33
3
"The most successful people in any industry"The most successful people in any industryare seldom the smartest or bestare seldom the smartest or best
looking...they're the people ho can sell"!looking...they're the people ho can sell"!
en #oleyen #oley
Customer Centric
Selling
7/23/2019 Customer Centric Selling
4/33
4
Customer Centric
Selling
What is selling?
Selling is taking an idea, planting the id
in your customers minds and making t
feel they thought of it..but do it ethicall
7/23/2019 Customer Centric Selling
5/33
5
Customer Centric Selling
Six Selling Themes
i!erentiate "ustomers # $ank %ccounts
esign i!erentiated &!erings '"redit "ard
Keep E(isting "ustomers # %)*#ebit "ard
E(ploit "ross +otential ' &ther $ank customers
E(ploit Loyalty +otential '#ebit "ard
*a(imiing Life )ime -alue ' Lifetime free creditcard
7/23/2019 Customer Centric Selling
6/33
6
Competiti$e %d$antageCompetiti$e %d$antage
Someone can copy your business strategySomeone can copy your business strategy
Someone can copy your marketing ApproachSomeone can copy your marketing Approach
Someone can copy your productSomeone can copy your product
Someone can copy your manufacturing capabilitiesSomeone can copy your manufacturing capabilities
Someone can copy your market accessSomeone can copy your market access
No one can copy your knowledgeand relations with your customers
7/23/2019 Customer Centric Selling
7/33
7
Core Processes
Retain
currentcustomers
Sell more
to currentcustomers
Acquire newcustomers
7/23/2019 Customer Centric Selling
8/33
8
Core &rocessesCore &rocesses
Retaincurrentcustomer
Sell moreto currentcustomers
Acquire new
customers
7/23/2019 Customer Centric Selling
9/33
9
elation beteen ac(uisitionelation beteen ac(uisition
costs re$enues and marginscosts re$enues and marginsLifetime value
Referrals
Increase of margins
Cross selling
Additional Turnover
asic turnover
Acquisition costs
7/23/2019 Customer Centric Selling
10/33
10
Customer Centric )ellingCustomer Centric )elling
Customers are:Customers are:
More AwareMore Aware
More demanding &More demanding &powerful.powerful.
Less LoyalLess Loyal
7/23/2019 Customer Centric Selling
11/33
11
Selling to an !xisting " a #ew
Customer
Role Pla$
"ustomer "entric Selling
7/23/2019 Customer Centric Selling
12/33
12
Customer Centric )ellingCustomer Centric )elling
The Customer Centered *ecision CycleThe Customer Centered *ecision Cycle
)atisfaction)atisfaction
%cknoledgement%cknoledgement
*ecision*ecision
+n$estigation+n$estigation
)election)election
econsiderationeconsideration
7/23/2019 Customer Centric Selling
13/33
13
Customer Centric
SellingThe %nl$ Two Things Customers !ver u$
&ood 'eelings
Solutions to (ro)lems
7/23/2019 Customer Centric Selling
14/33
14
Tracking *ecision ,akingTracking *ecision ,aking
&rocess&rocess
Customer Centric Selling
7/23/2019 Customer Centric Selling
15/33
15
The Customer Centered )ellingThe Customer Centered )elling
CycleCycle
esearch )tageesearch )tage
%nalysis )tage%nalysis )tage
e(uirement )tagee(uirement )tage
Confirmation )tageConfirmation )tage)pecification )tage)pecification )tage
)olution )tage)olution )tage
Close )tageClose )tage
,aintenance )tage,aintenance )tage
7/23/2019 Customer Centric Selling
16/33
16
esearch )tageesearch )tage
*etermine the decision maker*etermine the decision maker
-asic +nformation-asic +nformation
arn the customer/s Trustarn the customer/s Trust
%sk 0uestions hich play to your strength%sk 0uestions hich play to your strength
7/23/2019 Customer Centric Selling
17/33
17
%nalysis )tage%nalysis )tage
1 The intent of selling is to protect theThe intent of selling is to protect thecustomer from what if! not what is!.customer from what if! not what is!.
1 "f they cry#they!ll buy"f they cry#they!ll buy
7/23/2019 Customer Centric Selling
18/33
18
e(uirement stagee(uirement stage
*isco$er the )olution*isco$er the )olution
ist 2 Confirm 3eedsist 2 Confirm 3eeds
7/23/2019 Customer Centric Selling
19/33
19
Confirmation )tageConfirmation )tage
Test 4nderstandingTest 4nderstanding
7/23/2019 Customer Centric Selling
20/33
20
)pecification )tage)pecification )tage
ock out misunderstandings 2 Competitionock out misunderstandings 2 Competition
Commit to )pecificationsCommit to )pecifications
7/23/2019 Customer Centric Selling
21/33
21
)olution stage)olution stage
ecommend a )olutionecommend a )olution
&ro$ide %lternati$es&ro$ide %lternati$es
5ain %n %greement5ain %n %greement
7/23/2019 Customer Centric Selling
22/33
22
Close )tageClose )tage
einforce benefitseinforce benefits
%sk for ead%sk for ead
7/23/2019 Customer Centric Selling
23/33
23
)he "ustomer "entered Selling"ycle
*aintenance Stage/
%fter Sales Ser0ice
1emember if you are not 2atching
the customer somebody else may be
2atching
"ustomer "entricustomer entr c
7/23/2019 Customer Centric Selling
24/33
24
"ustomer "entricustomer entr cSellingSelling
$hat to do when the customer cannot$hat to do when the customer cannotmake up his mind%make up his mind%
The customer does not know eerything aboutThe customer does not know eerything about
eerything he buys.eerything he buys.
'on!t gie the customer too many'on!t gie the customer too many
optionsoptions
()ample : Camera()ample : Camera
us omer en r cus omer en r c
7/23/2019 Customer Centric Selling
25/33
25
us omer en r cus omer en r cSellingSelling
$hat to do when the customer raises$hat to do when the customer raisesobstacles or ob*ections to buying%obstacles or ob*ections to buying%
$hen they ob*ect gie them more$hen they ob*ect gie them moreSolutions & good +eelings.Solutions & good +eelings.
7/23/2019 Customer Centric Selling
26/33
26
Peo(le *ate to )e Sold utLove To u$
Customer Centric Selling
7/23/2019 Customer Centric Selling
27/33
27
)ales )ecrets)ales )ecrets
6 ,agic Words for )ales )uccess6 ,agic Words for )ales )uccess )top7.. )elling)top7.. )elling
The reason hy $eryone ants to buyThe reason hy $eryone ants to buy
-ecause they only care about hat interests them.-ecause they only care about hat interests them.
8o to Turn $ery person into a ife long customer.8o to Turn $ery person into a ife long customer.
%cti$e istening%cti$e istening
Your customers are desperate to beheard & acknowledged!
7/23/2019 Customer Centric Selling
28/33
28
Customer Centric Selling
What is Cross Selling ?
Selling our existing customer a di+erent(roduct
'or e,g- If we have .r,/ holding a CreditCard we can convince him to o(en a savingaccount with us
7/23/2019 Customer Centric Selling
29/33
29
Customer CentricSelling3nderstanding the type of customer
"reating a 2ant in the customer
Suggesting product according to his needs and
pushing the right product
4ighlighting on the uni5ue selling points of theproduct
6or e.g/ If *r $ is a senior citien you can cross sella 6i(ed eposit 2hich is carrying good rate ofinterest 2hich are 7e(ible also
7/23/2019 Customer Centric Selling
30/33
30
%ne sto( sho( forcustomers
Customer CentricSelling
7/23/2019 Customer Centric Selling
31/33
31
Customer Centric Selling
Cross selling
RolePlay
7/23/2019 Customer Centric Selling
32/33
32
Cross selling
Customer Centric Selling
7/23/2019 Customer Centric Selling
33/33
33
Thank youThank you
Recommended