Sales skills handouts

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Sales skills seminar given by Georges Caron


<ul><li> 1. SALES SKILLS WORKSHOP Part 1 - Basic skills </li> <li> 2. Caring for others Family Affection Hedonism Sharing </li> <li> 3. !"#$%&amp;'()$" </li> <li> 4. WHAT IS SALES ? </li> <li> 5. SALES IS HOW YOU (THE SELLER) WILL ANSWER TO A MATERIAL MOTIVATION (NEEDS AND WANTS) OF ANOTHER PERSON OR ORGANIZATION. </li> <li> 6. ACT 1 : basic process </li> <li> 7. Opening Welcome Build rapport Wants and needs </li> <li> 8. Needs Something the customer really needs to solve an issue or a problem Wants &amp; needs Wants Something the customer would like but may not necessarily need </li> <li> 9. Closing Sale is done Congratulate Reassure Invite back </li> <li> 10. Opening Fe Be atu ne res t s Closing </li> <li> 11. FEATURES / BENEFITS Feature A unique feature (perceived such as) of a product or service examples : car, weight watcher, ... Benet A unique benet the customer will receive example : kids will have eat for tonight, savings, ... </li> <li> 12. ACT 2 : Sales process milestones </li> <li> 13. Closing ne res Be atu s t Opening Fe Objections Trail closes </li> <li> 14. WHAT TO LISTEN TO? </li> <li> 15. TRAIL CLOSE Testingthe water : correct identication of wants and needs Paving the way to making the sales </li> <li> 16. REMEMBER ? EMOTIONS ! </li> <li> 17. ACT 3 : Motivations </li> <li> 18. SALES Sales is a success when the product / service matches exactly the needs or wants of the customer </li> <li> 19. ABOUT MOTIVATIONS Hedonist motivations : buy impulse coming from the needs of obtaining pleasure from life Oblation motivations : buy impulse coming from the desire to get some pleasure/good for itself and give something to others, especially relatives. Self-expression motivations : buy impulse coming from the need of expressing what we are to others. </li> <li> 20. ABOUT BUYING MOTIVES Inside motivations which is the origin of the buying, comes the buying motives. Those are the reasons, the feelings, that will help the customer to fulll the buying process. </li> <li> 21. IDENTIFICATION OF SALES MOTIVES Security : the need of being reassured by the brand, the seller or the product. Pride : be fashionable, be or give the impression to be of a certain standing Novelty : need of change Convenience : need of well being Money : Buying an economy. want to make a good deal Sympathy : Affection side, need of making gifts </li> <li> 22. UNDERSTAND THE MOTIVES </li> <li> 23. CONSCIOUSNESS UNCONSCIOUSNESS </li> <li> 24. EMOTIONAL INTELLIGENCE </li> <li> 25. FROM EQ TO IQ </li> <li> 26. Global International Insurance Company relies on its network of nearly 12,500 independent agents around the world to promote and sell its varied insurance products, including auto, homeowners, renters and watercraft. With revenues of more than $250 million in 2008, Global International employs 175 at its Detroit, Michigan headquarters. Because agents selling Globals products also represent other insurance offerings, the company needed to increase channel support for its product lines by providing agents with an efficient and easy way to promote and sell them. To satisfy its independent agents, Global International cut lengthy transaction processing delays that often occurred when agents completed dozens of manual forms and mailed them to headquarters, where the data was rekeyed. Processing delays were sometimes weeks-long when return mail trips from headquarters and back again were required so agents could complete unfinished or correct inaccurate forms. The XYZ product not only enhanced Global Internationals agent services, but also, reduced the companys application processing time by 68 percent, minimized the possibility of data entry errors, improved accuracy of the companys database and reduced annual administrative costs by $750,000. </li> <li> 27. Project The challenges The solution The results champion - Reduced administration costs by 750,000 $ - Eliminated manual - Lagging sales entry - Application errors - Shortened application Mr Smith Enterprise Sales processing time by 68% - Repetitive manual specialist entry The Winners solution Minimized errors on applications Global international - Inaccurate database insurance company - Improved database accuracy - Excessive admin costs - enhanced agent services - Increased sales </li> <li> 28. ACT 4 : Resistance </li> <li> 29. TYPE OF RESISTANCE Towards the product Fears: negative impulse caused by real or imaginary difculties. inhibitions : negative impulse caused by devalorized buying impulses on the customer side. </li> <li> 30. TYPE OF RESISTANCE Towards the point of sales / seller Fears based on the image of POS/seller. Fears of being perceived badly by another person Fear of lacking information or being misinformed. Fear towards other customers in the same environment Fear of going outside without buying anything. </li> <li> 31. EXERCISE A person enters a shop to buy a hi-. Motivation : Hedonist Justication : Be able to listen to music and get pleasure </li> <li> 32. EXERCISE A doctor wants to buy a mobile phone. Motivation : Auto expression Justication : Be reachable everywhere </li> <li> 33. EXERCISE A family dad with 2 children buys a PC. Motivation : Pride Justication : Be able to let the children discover how a computer works. </li> <li> 34. EXERCISE A student wants to buy the latest Abercombrie Sweatshirt Motivation : Auto expression Justication : Need to give a certain image of him(her)self. </li> <li> 35. OBJECTIONS Dont take it personally Customer is simply saying : you have not convinced me of the value yet </li> <li> 36. DEALING WITH OBJECTIONS Exercise </li> <li> 37. TYPE OF CUSTOMERS RUSHED customer : Act swiftly, in a hurry. seeking less contacts with direct communication. IMPULSEcustomer : Will drive is buying patterns based on an emotion spotted on a particular moment DESTINATION customer : the customer is entering the sales process with a particular goal and will seek for most of information he can get. BROWSING customer : the customer have an idea of hat he is looking for but will not seek for particular information. </li> <li> 38. ACT 5 : Environment </li> <li> 39. REMEMBER INFORMATION IS POWER EMOTIONS BUILDRAPPORT / RELATIONSHIP MOTIVATIONS / MOTIVES LISTEN / UNDERSTAND / ANSWER </li> </ul>