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7/30/2019 Sales Tactics
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Learn the importance of
initiate selling andmoney
What is your attitude of initiating selling and money?
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What do customers have to go through before reaching our outlets?
Dress-up Drive to TMpoint Parking
After all that they have to go through, they still enter the outlet
Why are we not utilizing customer’s visit fully?
Why are we not responding to them, start selling to them?
Finding the
outlet
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How can we get morefrom these
customers?
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Where are the opportunities to initiate selling?
While waiting
At application counter
At payment
counter
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Why we initiate selling at payment counter?
Yes
71%
Would you consider subscribing to any of our services if our staff promotes them whilst you are
doing payment?
No
29%
Majority are willing to
consider subscribing!
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Walk-in for payment
1641 customers
See how much we can get if we initiate selling
at payment counter?
Initiate selling
678 customers (41%)
41 NI (3%)
4 upgrade
Payment
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Walk-in for application
231 customers
Initiate selling
136 customers (59%)
81 NI (35%)
3 upgrade
Non-
payment
See how much we can get if we initiate selling
at non-payment counter?
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Selling to more than one segment’s product is
also possible
1 customer
More than 1 product,
cross to other segments
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Before we sell, let us
first understand thecustomers
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What customer wants?
Physical or Outlook
Satisfaction
Good Relationship
Time
Career
Financial Status
Contribution
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Physical / outlook
Enthusiastic, helpful, smiling
people
People judge others and the store within 11 seconds
Well-laid store layout
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Satisfied customers, if published, will encourage others to
know more about your outlet
• Share satisfied customers’photos in the outlet
• Share satisfied customer’s
feedback in your twitter orfacebook
• Make customer satisfied
Make customers satisfied
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Customers want good relationship and to be
connected with othersConnect with your customers
Open the conversation with a big smile
Start with “how can I help you today”
Reuse the words of your customer to
instantly create great rapport
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Customers wants good relationship and to be
connected with othersShare how broadband can help to connect them with others
Today, how many
people that we are
connected with?
How many are we
seeing and
conversing?
With broadband, you can :
Connect to your friends everyday, free
Share your hobbies and latest
developments
d h b f
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Customers today want things to be fasterPeople will beat us if we are slow – be fast to grab
opportunities
Broadband provides us the opportunity to save time! Get it at the click of a button!
Online ticket booking Online check in
Online shoppingVideo conference
• No more queuing
hassle!• Be there only at
movie time
• More time to do
window shopping
• Avoid late check in
•No need to rush tothe airport
• No queuing hassle
• Shorten travel time
• Can do many
meetings one after
another
• More productive
• More choices at the
click of a button
• No need to travel
to different places
to compare and
shop
• Faster time to shop
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Career and financial are important to customersIf you stop learning, you stop growing. If you stop growing, you are dead
Many people use online to uplift their career
How can broadband help improve customer’s career?We must educate the
customers that if they do
not connect to internet,
they are losing out in their
career
Internet opens the door to
the world’s largest library,
and professional networks
Online tutoring
Online survey
Online learning
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Career and financial are important to customers
Many customers are interested to improve and grow their business
Without online, it is difficult to do business
Without broadband, we are out of space
Business blogs
Online shops
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Contribution is about helping others
So when people come it at TMpoint or TAD, what is our role?
We are problem solver, we connect customers to
the world !
I want to help you?Not my problem
or
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Contribution
Every moment count – we will not live too long in this world
How many people have we served?
It is not about selling, but about serving others.
• Saving their cost of living with online
• Closing up the relationship
• Changing their living standard through onlinelearning
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Learn how do we sell to
residential customers
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What are our residential products?
H d ll t t ?
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How do we sell to customers?
1
Connections
2
Interview
3
Agreementon needs
4
Promote the
solution
5
Overcome
objections
7
Close the
deal
C id th i d f th t ll h
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Consider the mind of the customer as well when
building rapport
Mind of TMpoint sales
professional• No rapport, no right
to sell
Mind of the customers
• Make me feel important• Stop bragging about your
product or company
• Not yet!
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Start with
Hi xxx, thanks for coming here
How can I help you today?
Use their name
Have eye contactSay it with confidence
SMILE
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Be charming
Promote good feelings to the customer
I like your
“your thinking”
“your smile”
“your ideas”
“your energy”
“your document”
Say it with confidence
SMILE
How do we sell to customers?
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How do we sell to customers?
1
Connections
2
Interview
3
Agreementon needs
4
Promote the
solution
5
Overcome
objections
6
Close the
deal
Th i d f th t
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I want to talk
I want to tell you my needs
I buy for my own reason, notyours
So ask me
Appeal to my buying buttons
If she can summarize, she is a
PRO
I need to get my
customer to talk
When she is talking,
she is buying
The mind of the sales
professional
The mind of the customer
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The interview script
In order for me to share with you the bestpackage that suits you, please allow me to ask
you a few questions. Is that all right with you?
• Do you have any children?
• What is most important to you?
• What are you looking for?
• What do you want most in your
communication service?
• What you don’t want in your communicationservice?
Example of needs
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Example of needs
Fast speed
Entertainment
Family connection
More time to do things
Career growth
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Be committed to understand current needs
of customer
Today, how does your customer feel about
TM?Does he have enough speed, bandwidth
application, stop pushing products
Interview customer
How do we sell to customers?
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How do we sell to customers?
1
Connections
2
Interview
3
Agreementon needs
4
Promote the
solution
5
Overcome
objections
6
Close the
deal
The mind of the customer
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Did you really understand all of
my needs?
Hmmm, if she can summarize,
then she is listening to me. She
is a pro. She can help me
• If I can summarize, it
shows that I careabout her needs
• If I do this right, 75%
of the sale is done
The mind of the sales
professional
The mind of the customer
Ensure that you and the
customers are thinkingalike
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As I understand it, you are interested in
________, __________ and __________
Is that correct?
The script
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Connection Interview Agreement
on need
Then onlypromote the
solution to fill the
needs
1 2 3
4
How do we sell to customers?
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How do we sell to customers?
1
Connections
2
Interview
3
Agreementon needs
4
Promote the
solution
5
Overcome
objections
6
Close the
deal
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What can we say to them?
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What can we say to them?
What can we share with them?
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What can we share with them?
What else can we say to them?
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What else can we say to them?
What else can we say to them?
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y
Business blogs Online shops Facebook
Helping you grow your business
Online booking / check in
Save your time
VC
Connect and build relationship
What else can we say to them?
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y
What else can we say to them?
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y
Compare, compare, compare
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Compare, compare, compare
Apalah sangat jika nak dibandingkan 21 sen sejam
dengan …..
Peluang untuk akses perpustakaan
terbesar didunia untuk
memantapkan career anda
Peluang untuk menyentuh jiwa
girlfriend anda dengan free
Peluang untuk memberikan anak
anda pelajaran dan masa depanyang lebih cerah melalui online
learning
Peluang untuk mendapatkan pekerjaan yang
lebih baik, melalui linked in
Peluang untuk mendapat
untung dalam business dengan
facebook, online shopping, blog
Dapat tengok anak depan
mata, sebab anak tak perlu
pergi cyber café untuk akses
internet buat kerja sekolah.
Mana lebih baik, satu rumah
dapat di WiFikan dan anak2depan mata, atau jimat 21
sen sejam?
Compare, compare, compare
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p , p , p
Show them what they arelosing by not subscribing.
Relate to their needs
Now, you repeat and
share the comparison
Use the pitch card or brochure
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Let customers hold the card / brochure
Position body side by side
with customer
You hold the pen and show from para topara
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Be convincing to your
customers
They want to be appreciated
and feel important
Be prepared and laugh gently
with your interesting
customers
Positive energy
How do we sell to customers?
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1
Connections
2
Interview
3
Agreementon needs
4
Promote the
solution
5
Overcome
objections
7
Close the
deal
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Customers love to say no andsee what you do
Think of the right strategy to overcomeobjection while maintaining the relationship in
the selling process
To be No. 1 in sales, must be No. 1 in building relationship
No rapport, no right to sell
5 hidden weapon to overcome objection
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G
I
F
T
S
Greed
Wanting something for free
Indifference
“I’ll think about it”
Fear of loss
Fear of losing the chance to get it
The James Theory
People love to follow the crowd, afraid to be left behind
Sense of urgency
Creation of sense of urgency
GIFTS in action
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G
I
Greed
Wanting something for free
Indifference
“I’ll think about it”
Free calls seluruh keturunan,
semua boleh access internet
dalam RM 0.33 per hour
Senyum. Then say “ Terpulang pada
abang. Abang fikir dululah. At the end
of the day, sebab saya tak rugi apa-
apa. Abang yang rugi sebab miss the
chance untuk connect to the world. Biar
saya terangkan sekali lagi apa yang
abang rugi (and share semula reason tobuy).” Tapi kalau saya jadi abang, saya
mesti ambil sekarang sebab ….
GIFTS in action
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F T
S
Fear of loss
Fear of losing the chance to
get it
The James Theory
People love to follow the
crowd, afraid to be left
behind
Sense of urgency
Creation of sense of urgency
Kitorang tengah upgrade, and
tinggal 4 orang aje yang boleh
dapat. Or tinggal 20 port aje
lagi. Or hari ini sahaja saya
ada, kalau tak abang kena
datang lagi, parking, bazir
masa, hanya untuk sign up
Ramai orang yang dah
upgrade, abang aje
yang masih belum
subscribe
We never know what will
happen tomorrow, you may
lose the chance to get your kids
connected
How do we sell to customers?
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1
Connections
2
Interview
3
Agreementon needs
4
Promote the
solution
5
Overcome
objections
6
Close the
deal
The mind of the salesThe mind of the customer
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The mind of the sales
professional
I dare to take the risk to
properly seal the deal by
helping the customer makea passionate decision
The customer can quickly
enjoy the benefits of the
services that I have
professionally presented
I am very excited to get my
customers to own my
products and service now!
I feel good closing the deal
I feel great and happy to experience
the wonderful possibilities in mylife coming from this service that
she is offering me
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Show the customer that other
people is interested in the
product
Let the customer know that they are not the early
adopter but running the danger of being in the late
majority
The last few to have it before it gets outdated or
sold out
• Abang, Cuma tinggal beberapa port aja kat sini.
• Ramai yang dah pasang kat kawasan ini.
• Bila abang nak saya hantarkan orang untuk
pasang di rumah abang?
Let’s see how it is done?
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Hi, thanks for coming here
How can I help you today?
I’m just interested to
look around Sure, would be glad to assist you. By
the way, can I know how may I
address you?
You can call me
AnnaYou have a nice name, Anna.
By the way, in order for me to share
with you the best package that suits
you, please allow me to ask you a few
questions. Is that all right with you?Yeah, sure
So, Anna, what are your
interests?
I would say I love
travelling, shopping and
connecting with my
friends
Shopping is nice It pro ides
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I don’t know, maybe
that’s just about it Sure, no problem. If I may, let me
summarize, you are interesting in
shopping, travelling and connecting
with your friends?
Yeah, that’s it
I have just the right package for you. It
is called UniFi. It helps to serve your
needs to connect with your friends.
With unlimited speed, you can
connect with your friends at twitter,
facebook and skype. You can also
compare online deals at many online
shops. How would that fancy you?
That sounds
interesting
Shopping is nice. It provides
that retail therapy. What else
would you love to do?
Not only that you also get free
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Okay, but that does
not excite me much Well, I understand. What’s great about
this package is that it helps you get
connected with your friends and allow
you to shop till you drop!
You also get free equipment worth RM
1,000! Quite a deal huh?
Yeah, I think so.
But maybe betterif I go back and
think first
Okay, I’ll take it
Not only that, you also get free
calls nationwide to all calls to fixed
line
I understand. It’s up to you Anna, you may
think first. But if I were you Anna, I would
not want to miss it for the world. Imagine,
with just 21 cent per hour, you get the
chance to chat with your friends,shopping and explore the places that you
wish to go, just in a click. And you can
check in online, book hotels at your own
comfort. And, there’s only three ports left
in this area. You may miss the chance to
get connected if you think first
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I think I’ll stick to the
fast speed first
Sure. When would you want me to send
this fabulous service to your house?
Let’s make it
Thursday
Would you want the fast speed or
fastest speed. The difference is
only 38 cent per hour. Or an
additional RM 100 per month
Okay. By the way, here is your form. I have
filled in your details, you just need to sign
here and here.
Only explain the T & C after customer
have signed in
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Role Play - At the end of session, we
would be able to see:
1. How you can convert the visitors into a
buyer?
2. Or for visitors who had intention to buy
products from you, how you manage to
up sell/cross sell based on the needs
analysis?
Now you try it