Compelling Sales Presentations Forms PDF/Compelling Sales Presentation...آ  Compelling Sales Presentations

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  • Compelling Sales Presentations Every Guest, Every time

    Participant’s Guide

  • Compelling Sales Presentations Every Guest, Every time

    Participant’s Guide

  • Compelling Sales Presentations – Every Guest, Every Time

    2 © 2006 Ashland Inc. All rights reserved

  • Compelling Sales Presentations – Every Guest, Every Time

    Contents

    What is Sales? 3

    Communicating with Confidence 4

    Understanding the Sales Process 15

    Overcoming Objections 25

    Presenting VIOC Products and Services 28

    © 2006 Ashland Inc. All rights reserved 3

  • Compelling Sales Presentations – Every Guest, Every Time

    What Is Sales?

    What do you think of when you hear the word “sales”?

    What does the word “sales” mean at Valvoline Instant Oil Change?

    Helping guests identify their ________

    and educating them on how they can

    be ___________.

    Why do people find it difficult to identify their own needs?

    • _______________________

    • _______________________

    • _______________________

    When we help people do to this, we want to be:

    • _______________________

    • _______________________

    • _______________________

    4 © 2006 Ashland Inc. All rights reserved

  • Compelling Sales Presentations – Every Guest, Every Time

    Communicating With Confidence Many people don’t like to interact with the public. Most people don’t like to feel like they are “selling”. Why do you think this is the case?

    • ______________________________________

    • ______________________________________

    • ______________________________________

    If there’s one thing than can help you to overcome the feelings and attitudes listed above, it is:

    • _______________________________________

    Where Does Confidence Come From?

    To change how you ______________

    First, change how you _____________

    © 2006 Ashland Inc. All rights reserved 5

  • Compelling Sales Presentations – Every Guest, Every Time

    Eighty percent of the impression you make comes from your ____________________

    Experts say…

    So if you learn to ________________ confident

    Over time, you’ll begin to

    ____________________ confident.

    6 © 2006 Ashland Inc. All rights reserved

  • Compelling Sales Presentations – Every Guest, Every Time

    The GEMSS of Body Language

    G _____________________________ E _____________________________ M _____________________________ S ______________________________ S ______________________________

    © 2006 Ashland Inc. All rights reserved 7

  • Compelling Sales Presentations – Every Guest, Every Time

    Gesture

    Gesture is all about what you do with your ____________________________.

    What are some positive ways to use your hands during a sales presentation?

    What are some negative ways?

    Tips and Tricks • Open hands and wide gestures look _____________ and ______________.

    Use these as you greet guests, or early in the sales presentation.

    • Moving your hands closer together focuses ___________________. Use these gestures to draw attention to the oil guide, the computer screen, or the automotive services guide

    8 © 2006 Ashland Inc. All rights reserved

  • Compelling Sales Presentations – Every Guest, Every Time

    Eye Contact

    Making eye contact with the guest lets them know you are _________________ on their needs.

    Making eye contact is a Valvoline Instant Oil Change Spotlight behavior.

    Spotlight

    Position yourself at the guest’s ____________________.

    Otherwise, you’ll give the impression you are “looming over” the guest

    For passenger cars, this means kneeling down (when you’re not interacting with the POS).

    For larger vehicles like trucks and SUVs, standing may be appropriate.

    Make ______________ eye contact.

    Look directly at the guest, unless you are drawing attention to another item

    If you look at them, they look at you and listen to what you have to say

    Don’t ___________________

    Smile or keep you facial muscles relaxed. Staring implies you are talking down to the guest.

    © 2006 Ashland Inc. All rights reserved 9

  • Compelling Sales Presentations – Every Guest, Every Time

    Movement and Posture

    Think about a time you had really good service. How did the people move?

    Think about a time you have very bad service. How did the people move?

    Tips and Tricks

    • When speaking to guest, face them ________________ whenever possible

    • Lean slightly forward. It let’s the guest know you are __________________ in them

    • Your posture should be confident, but not _________________.

    Displaying a sense of urgency in your motions and behavior is a Valvoline Instant Oil Change Spotlight behavior.

    Spotlight

    10 © 2006 Ashland Inc. All rights reserved

  • Compelling Sales Presentations – Every Guest, Every Time

    Sound Always speak audibly and clearly.

    • Speak _______________ enough for guest to hear you over the other noise in the service center

    • Beware of _______________ or speaking so quickly that the guest cannot make out the words.

    You may have delivered the sales presentation hundreds of times, but for most guests, it’s the very

    first time they have heard it.

    • Always use the guest’s ______________________________

    “Remember that a person's name is to that person the sweetest and most important sound in any language” Dale Carnegie

    • Mirror the guest’s pace and tone.

    If the guest speaks slowly, you should speak

    _______________________.

    If the guest speaks quickly, you should speak

    ________________________.

    When the guest speaks ________________, make eye contact, and listen intently.

    © 2006 Ashland Inc. All rights reserved 11

  • Compelling Sales Presentations – Every Guest, Every Time

    Smile When should you smile?

    • Whenever you __________________ the guest directly

    • When you’re responding to a guest’s ____________________ or __________________

    • When you’re presenting the ____________________ of a product or service

    • When you say ________________________

    • And the most important time to smile…

    During the first ____________ of your interaction with a guest.

    Expert’s say people form an opinion of you in the first 30 seconds.

    At Valvoline Instant Oil Change, that means smiles are particularly important during the Fast and Friendly Greeting and Fast and Friendly Service sections of the SuperPro 10 Customer Service process.

    Tips and Tricks • If you’re not actively smiling, ______________ the muscles in your face

    • Tense facial muscles imply nervousness, and make you seem less

    ____________________.

    12 © 2006 Ashland Inc. All rights reserved

  • Compelling Sales Presentations – Every Guest, Every Time

    It’s Your Turn! In this exercise, you’ll have the opportunity to practice the GEMSS. Since GEMSS tend to shrink in real life applications, we’ll exaggerate them greatly in practice.

    Your instructor will explain the exercise, but here’s a brief summary: Think of a short paragraph you already have memorized. You can choose

    the Pledge of Allegiance, the Star Spangled Banner - any short paragraph will do.

    Pair up with someone else from the class. Your partner will pick one of the GEMSS. Recite your short paragraph while exaggerating the GEMSS trait your

    partner chose. Be as ridiculous as possible. Huge gestures, stare-eyes contests, frantic movement, silly postures, and pasted-on smiles are all fair game.

    Now choose one of the GEMSS for your partner to exaggerate in the same way.

    What did you learn?

    What did you think would happen when you exaggerated to such a great extent? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ How did the actual experience differ from your expectation? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________

    © 2006 Ashland Inc. All rights reserved 13

  • Compelling Sales Presentations – Every Guest, Every Time

    It’s Your Turn! Now it’s time to get more realistic. In this exercise, you’ll practice interacting with a guest using all of the GEMSS.

    Pair up with someone else in the class. Practice greeting a customer using all of the 5 GEMSS. Your partner will

    play the part of the guest. Pract