Selling Skills Dec 2008

8/14/2019 Selling Skills Dec 2008

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Presented by thePresented by the

retail team of ENGretail team of ENGNigeriaNigeria


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SELLING SKILLSSELLING SKILLS


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HIGHLIGHTS(CONTENT)HIGHLIGHTS(CONTENT)

Attitude and Aptitude.Attitude and Aptitude.

Understanding the potentials of theUnderstanding the potentials of the

target market.target market.Selling & Sales process.Selling & Sales process.

Call planning & TerritorialCall planning & Territorial

management.management.


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Effective selling will requireEffective selling will require

Attitudes (the psychology of selling).Attitudes (the psychology of selling).

Aptitudes (Knowledge andAptitudes (Knowledge andskills required)skills required)


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AttitudeAttitude 80% of your sales success will be determined by80% of your sales success will be determined by

your attitude and only 20% by your aptitudeyour attitude and only 20% by your aptitude

A positive mental attitude, or a constructive andA positive mental attitude, or a constructive and

optimistic way of looking at yourself and youroptimistic way of looking at yourself and yourwork, goes hand in hand with sales successwork, goes hand in hand with sales success

Developing the attitude of unshakable selfDeveloping the attitude of unshakable selfconfidence and enthusiasm, no matter what isconfidence and enthusiasm, no matter what is

going on around you is your passport to greatnessgoing on around you is your passport to greatnessis sellingis selling


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AptitudeAptitude complementingcomplementing AttitudeAttitude

The 20% of sales effectiveness thatThe 20% of sales effectiveness that

comes from product knowledge andcomes from product knowledge and

professional selling skills is extremelyprofessional selling skills is extremely

important too. (Aptitude)important too. (Aptitude)

Aptitude (skills) is the basis of yourAptitude (skills) is the basis of your

self confidence and self assuranceself confidence and self assuranceupon which a positive mentalupon which a positive mental

assurance dependsassurance depends


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PositivePositive AttitudeAttitude

Attitude is the way you communicate your mood toAttitude is the way you communicate your mood tocustomers or co-workerscustomers or co-workers

It is a mindset or the way you look at things mentallyIt is a mindset or the way you look at things mentally

When you are optimistic and anticipate successfulWhen you are optimistic and anticipate successfulencounters with others, you transmit a positiveencounters with others, you transmit a positiveattitude and people respond favorably.attitude and people respond favorably.

When you are pessimistic and expect the worst, yourWhen you are pessimistic and expect the worst, yourattitude often is negative and customers tend to avoidattitude often is negative and customers tend to avoidyou.you.


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Self confidenceSelf confidence complementingcomplementing SellingSelling

Can you convert strangers into friendsCan you convert strangers into friendsquickly and easily?quickly and easily?Do you love new situations?Do you love new situations?Are you intrigued with the psychology ofAre you intrigued with the psychology of

meeting and building relationship withmeeting and building relationship withsomeone you do not know?someone you do not know?

Do you mind using a telephone to makeDo you mind using a telephone to makeappointments with people you do notappointments with people you do notknow?know?

Do you feel intimidated by othersDo you feel intimidated by others


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What affects self-confidence?What affects self-confidence?

The Self -ConceptThe Self -ConceptThe bundle of beliefs you have aboutThe bundle of beliefs you have about

yourself and your worldyourself and your world

Beliefs formed from your first experiencesBeliefs formed from your first experiencesas a child, culminating over the years toas a child, culminating over the years toa complex series of: Interwoven Ideas,a complex series of: Interwoven Ideas,Doubts, Fears, Opinions, Attitudes,Doubts, Fears, Opinions, Attitudes,Values, Expectations, Hopes, Phobias,Values, Expectations, Hopes, Phobias,Myths etcMyths etc


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The self concept contd:The self concept contd:That which you have taken into your mind and acceptedThat which you have taken into your mind and accepted

asas true and have become thetrue and have become the operating instructionsoperating instructionsof your subconscious computerof your subconscious computer

They control every thing you think, do, say and feelThey control every thing you think, do, say and feel

In the absence of a deliberate change you will continueIn the absence of a deliberate change you will continuedoing, thinking, saying and feeling very much the samedoing, thinking, saying and feeling very much the sameway indefinitelyway indefinitely

It provides you with a composite idea of who you are andIt provides you with a composite idea of who you are andwhat you can dowhat you can do


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Personal SkillsPersonal Skills

Good communication skillsGood communication skills

Presentation skillsPresentation skills

Good interpersonal skillsGood interpersonal skills

Good influencing skillsGood influencing skills

Confidence without appearing arrogantConfidence without appearing arrogant

Self driven personalitySelf driven personality

A reasonable sense of aggressionA reasonable sense of aggression


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Qualities of a good sales-person.Qualities of a good sales-person.

You must be:You must be:EnthusiasticEnthusiasticAttentiveAttentive

PersistentPersistentConfidentConfidentCommittedCommittedSelf motivatingSelf motivating

Good listenersGood listenersTeam playersTeam playersDisciplinedDisciplined


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Characteristics of good salesCharacteristics of good sales

people.people. Ambitious with a compulsive need to win.Ambitious with a compulsive need to win. A chronic hunger for money.A chronic hunger for money. Enjoy Recognition and the affection ofEnjoy Recognition and the affection of

others.others. Self starter and entrepreneurialSelf starter and entrepreneurial A mind set that regards each objection,A mind set that regards each objection,

rejection or obstacle as a challenge.rejection or obstacle as a challenge. Energetic and Problem SolverEnergetic and Problem SolverNot Easily FrustratedNot Easily FrustratedGood CommunicatorGood Communicator Like peopleLike people


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Human Psychology SkillsHuman Psychology Skills

Ability to understand and anticipateAbility to understand and anticipate

human (customers) behaviourhuman (customers) behaviour

Ability to read non verbal communicationAbility to read non verbal communication

Identifying and respecting sensitivities,Identifying and respecting sensitivities,

e.g. religion, ethnic sentiments etce.g. religion, ethnic sentiments etc


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Market & CustomerMarket & Customer

knowledgeknowledge

Key market featuresKey market features Market size and trendsMarket size and trends Key drivers of the marketKey drivers of the market Market segments/structureMarket segments/structure Key drivers of customer purchaseKey drivers of customer purchase

behaviourbehaviour Customer personality andCustomer personality and

motivationalmotivational triggerstriggers Potential of customersPotential of customers


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Competitors KnowledgeCompetitors Knowledge Competitor strengths and weaknessesCompetitor strengths and weaknesses

Competitor performanceCompetitor performance

Future activities of competitorFuture activities of competitor

Any ongoing promotion or campaignAny ongoing promotion or campaign

Anticipated competitive activitiesAnticipated competitive activities

Performance of their new or existing productsPerformance of their new or existing products

Interest rates, prices, other consumer benefitsInterest rates, prices, other consumer benefits

New branches or new banks openedNew branches or new banks opened

Other financial institution activities e.g. insurance companies.Other financial institution activities e.g. insurance companies.Mortgage banking etcMortgage banking etc


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Evaluating the market.Evaluating the market.

It is an attempt to do a forecast of the aggregate of the marketIt is an attempt to do a forecast of the aggregate of the marketyou have the potential to compete in.you have the potential to compete in.

Evaluating individual banks market potential is an attempt atEvaluating individual banks market potential is an attempt atestimating the size of the market the bank is interested in.estimating the size of the market the bank is interested in.

Total market demand gives a fair representation of marketingTotal market demand gives a fair representation of marketingopportunities that exist in the marketopportunities that exist in the market

The total market potential is the maximum amount of sales( inThe total market potential is the maximum amount of sales( inunits or Naira) that might be available to all the competingunits or Naira) that might be available to all the competingbanks during a period under a given level of industry marketingbanks during a period under a given level of industry marketing

efforts and given environmental conditionsefforts and given environmental conditions


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Market Selection.Market Selection.

This is driven by SegmentationThis is driven by Segmentation

Segmentation will enable a bank either:Segmentation will enable a bank either:Define its market broadly enough to ensureDefine its market broadly enough to ensure

that it is better focused and that its costs forthat it is better focused and that its costs forkey activities are competitivekey activities are competitive

ororDefine its markets in such a way that it canDefine its markets in such a way that it can

develop specialized skills in serving them bydevelop specialized skills in serving them by

providing superior value proposition.providing superior value proposition.


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How do we segment ourHow do we segment our

marketmarketFor Retail CustomersFor Retail CustomersDemographicDemographicSocio-economic group, age, education,Socio-economic group, age, education,

family size, etc.family size, etc.PsychographicPsychographicLife-styleLife-style


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Evaluating Customer MarketEvaluating Customer Market

SegmentSegment

Segment sizeSegment sizeSegment rate of growthSegment rate of growthSegment profitabilitySegment profitability

Customer price sensitivityCustomer price sensitivityStage of industry life cycleStage of industry life cycleLikelihood of new entrantsLikelihood of new entrants

Compatibility with corporate missionCompatibility with corporate missionCustomers service needsCustomers service needs


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Mass market.Mass market.

Cluster Sales (Association & Artisans).Cluster Sales (Association & Artisans). Alliances e.g. Powa, Naowa, Nurtw, OkadaAlliances e.g. Powa, Naowa, Nurtw, Okada

riders,riders, Markets- A market storm per week perMarkets- A market storm per week per

market branch for effective coverage asmarket branch for effective coverage aswell as Cluster sales (through marketwell as Cluster sales (through marketassociations)associations)

Small BusinessesSmall Businesses Salary Accounts.Salary Accounts.Drive for referrals as a major initiative forDrive for referrals as a major initiative for

customer growth.customer growth.


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Selling is .Selling is .

A complex process of teaching,A complex process of teaching,influencing, persuading, positioninginfluencing, persuading, positioningand overcoming natural buyingand overcoming natural buying

resistance to bring a prospect to aresistance to bring a prospect to apoint where he or she becomes apoint where he or she becomes acustomer.customer.

The process of persuading a personThe process of persuading a personthat your product or service is ofthat your product or service is ofgreat value to him than the price yougreat value to him than the price youare asking forare asking for


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Selling is ..Selling is ..

Is about persuading customers to acquire theIs about persuading customers to acquire theproduct which best match their needs.product which best match their needs.

Marketing facilitates selling(6ps of Marketing)Marketing facilitates selling(6ps of Marketing)

Personal Selling is an aspect of promotionPersonal Selling is an aspect of promotion(others are Advert,PR,Sales promo, Direct(others are Advert,PR,Sales promo, Directmarketing, Personal selling etc)marketing, Personal selling etc)

Selling is the consummation of marketingsSelling is the consummation of marketingseffort to match what the org. is offering witheffort to match what the org. is offering withwhat the customer wantswhat the customer wants


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The Selling Profession .The Selling Profession .

One of the most important jobs in society.One of the most important jobs in society.

Nothing happens for your company until aNothing happens for your company until asale is made.sale is made.

When sales slow down and stop, businessesWhen sales slow down and stop, businessesalso slow down and grind to a halt.also slow down and grind to a halt.

Sales people are the true heroes of ourSales people are the true heroes of our

business and social system.business and social system.


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The Selling Profession contdThe Selling Profession contd

The job of selling can be tough and difficult, theThe job of selling can be tough and difficult, themore the economy is growing, the moremore the economy is growing, the morecompetitive the market, the tougher it becomes.competitive the market, the tougher it becomes.

Selling is hard work, it always has been and itSelling is hard work, it always has been and it

always will be.always will be.

You need continuous personal and professionalYou need continuous personal and professionaldevelopment.development.

Whatever got you to where you are today is notWhatever got you to where you are today is notenough to keep you thereenough to keep you there


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There is need for ProfessionalismThere is need for Professionalism

in selling because in selling because The buying public is more sophisticated andThe buying public is more sophisticated and

better educated than it used to be, andbetter educated than it used to be, andaware of the relative strengths andaware of the relative strengths andweaknesses of products and services.weaknesses of products and services.

Competition is more intense and proficient.Competition is more intense and proficient.

Todays customers are impatient andTodays customers are impatient anddemandingdemanding

Todays customers are drowning in details,Todays customers are drowning in details,options and choices, that they are in nooptions and choices, that they are in nohurry to make decisions.hurry to make decisions.


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Selling has both an art & scienceSelling has both an art & science

to itto it

The science part of selling is theThe science part of selling is the

disciplineddisciplined processesprocesses you have to followyou have to follow

in order to achieve success in selling.in order to achieve success in selling.

The art is how you handle theThe art is how you handle the

unexpected situations you meet in theunexpected situations you meet in the

process of selling.process of selling.


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Needs & WantsNeeds & Wants

Need is often logical and measurableNeed is often logical and measurable

Want is emotional and intangible desire forWant is emotional and intangible desire for

status, respect, recognition, prestige, etcstatus, respect, recognition, prestige, etc

There is need for convergence betweenThere is need for convergence betweenwant and need for a sale to take placewant and need for a sale to take place

A prospect may want a product/service butA prospect may want a product/service but

may not necessarily need itmay not necessarily need it

There might even be some unrealised needsThere might even be some unrealised needs

that a customer might be aware of.that a customer might be aware of.


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Personal Selling.Personal Selling.

Personal sales and making personal presentations are thePersonal sales and making personal presentations are the

most important and most expressive stimulants for amost important and most expressive stimulants for a

companys sales and profitscompanys sales and profits

It is becoming more of relationship buildingIt is becoming more of relationship building

It is now more long term than transaction drivenIt is now more long term than transaction driven A successful sale requires that a sales person understandA successful sale requires that a sales person understand

thoroughly the companys products and how it meetsthoroughly the companys products and how it meets

needsneeds


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In face to face selling .In face to face selling .

The focus is on the customer, his situation, needsThe focus is on the customer, his situation, needsissues, so as to solve his problemsissues, so as to solve his problems

Dont sell products! Sell to customersDont sell products! Sell to customers

The customers want your helpThe customers want your help Sales success depends on understanding yourSales success depends on understanding your

customer needs and expectationscustomer needs and expectations Failure to meet expectations, negatively affectsFailure to meet expectations, negatively affects

customers opinion of you and your companycustomers opinion of you and your company

Selling entails a systemic and standardized set ofSelling entails a systemic and standardized set ofpractices that should be followedpractices that should be followedTop salespeople sell in a specific wayTop salespeople sell in a specific way


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The Basic sales process.The Basic sales process.

Establish RapportEstablish Rapport 40%40%

Qualification (Qualify CustomersQualification (Qualify Customers

needs)needs) 20%20%

Present a SolutionPresent a Solution 30%30%

Close the SaleClose the Sale 10%10%


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The sales process The sales process

Focus onFocus on building a relationship bybuilding a relationship byestablishing trustestablishing trust

Build trust by focusing attention on theBuild trust by focusing attention on the

customer and his genuine needscustomer and his genuine needs bybyquestioning and listeningquestioning and listening carefullycarefullyProspects buy from people they haveProspects buy from people they have

emotional connection withemotional connection with

If theIf the emotional credits are high enoughemotional credits are high enough,,you cannot lose a saleyou cannot lose a sale


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Stages in the SellingStages in the Selling

ProcessProcessProspectingProspecting

Pre-approachPre-approach

Sale presentationSale presentationHandling ObjectionsHandling Objections

Closing the saleClosing the sale

After Sales ServiceAfter Sales Service


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ProspectingProspecting

The act of obtaining the names ofThe act of obtaining the names ofpotential customerspotential customers

The first step in selling is to identifyThe first step in selling is to identify

and qualify prospectsand qualify prospectsCompanies are now takingCompanies are now taking

responsibility for finding/qualifyingresponsibility for finding/qualifying

leads and letting salespeople do theleads and letting salespeople do the

sellingselling


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Sources of ProspectsSources of Prospects

Cold calls, Trade AssociationsCold calls, Trade Associations

Trade/Road shows (Market storms)Trade/Road shows (Market storms)

Publications, networking, dataminingPublications, networking, dataminingList vendors, social clubs,List vendors, social clubs,

professional bodiesprofessional bodies

Referrals, existing customersReferrals, existing customersFriends, relatives and acquaintancesFriends, relatives and acquaintances


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The Pre ApproachThe Pre Approach

The salesperson should know as much asThe salesperson should know as much aspossible about the prospectpossible about the prospect

Set call objectivesSet call objectives

Decide on the best approach which might beDecide on the best approach which might bepersonal visit, telephone call or a letterpersonal visit, telephone call or a letter

Best timing should be considered becauseBest timing should be considered becausemany prospects are busy at certain timesmany prospects are busy at certain times

Customer ProfilingCustomer Profiling is key in the pre-is key in the pre-approach.approach.


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The Pre-Approach-CustomersThe Pre-Approach-Customers

ProfileProfile A customers profile should tell you:A customers profile should tell you:

What is the buyers background and the companysWhat is the buyers background and the companysbackground? The buyers expectations of you.background? The buyers expectations of you.

What are the desired business terms and needs of theWhat are the desired business terms and needs of thebuisness such as credit, delivery and technical service? Whatbuisness such as credit, delivery and technical service? What

competitors successfully do business with them? Why?competitors successfully do business with them? Why? What is the history of the account?What is the history of the account? With your sales call objectives and what you knowWith your sales call objectives and what you know

about your prospect, you develop a customer benefitabout your prospect, you develop a customer benefitplan What competitors successfully do business withplan What competitors successfully do business with

the account? Why?the account? Why? Select the features, advantages, and benefits of yourSelect the features, advantages, and benefits of your

product/service to present to your prospectproduct/service to present to your prospect


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THE APPROACH-SalesTHE APPROACH-Sales

Presentation involves..Presentation involves.. ConnectingConnecting

EncouragingEncouraging

QuestioningQuestioning

ConfirmingConfirming

ProvidingProviding

To establish a bond with the customerTo establish a bond with the customer

To keep the customer participating inTo keep the customer participating inthe sales callthe sales call

To get in-dept information about theTo get in-dept information about the

situation, problems and needs of thesituation, problems and needs of thecustomercustomer

To make the progress of the sales callTo make the progress of the sales callexplicitexplicit

To give information to the customer inTo give information to the customer ina clearer picture of the product anda clearer picture of the product andservices.services.


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ConnectingConnecting

Useful in establishing a personal bond with customerUseful in establishing a personal bond with customer

Eye contact : Helps to develop trust .Eye contact : Helps to develop trust .

Small Talk: Helps to set a climate for further discussionsSmall Talk: Helps to set a climate for further discussions

Adapting/Positioning :Adapting/Positioning : Use speaking patterns, gestures andUse speaking patterns, gestures andbody posture compatible with those of thebody posture compatible with those of the

customercustomer

Building RapportBuilding Rapport:: SSmile, compliment ,Find areas of mutualmile, compliment ,Find areas of mutual

interest and have up to date info on hisinterest and have up to date info on his

interest. Helps to get them interested ininterest. Helps to get them interested in

talking to you.talking to you.


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EncouragingEncouraging

To keep the customer participating in theTo keep the customer participating in thesales callsales call

Reinforcing :Reinforcing : Short verbal and non-verbalShort verbal and non-verbal

signals. Supportive questionssignals. Supportive questions

and phrases to indicate thatand phrases to indicate that

you want to hear more.you want to hear more.

Empathizing:Empathizing: Show you understand how theShow you understand how thecustomer feelscustomer feels

AcceptingAccepting Show that you have receivedShow that you have received

the information communicatedthe information communicated


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QuestioningQuestioning

To get in-depth information about theTo get in-depth information about thesituation, problems and needs of thesituation, problems and needs of thecustomer.customer.

Open questioning: Questions that requireOpen questioning: Questions that requiremore than a yes or nomore than a yes or no

answer.answer.

High- gain Questions that requireHigh- gain Questions that requireQuestioning: customer to think,Questioning: customer to think,

analyse, speculateanalyse, speculate

d l i lli i i


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Fundamental in Selling is-BasicFundamental in Selling is-Basic

Questioning skillsQuestioning skills

CLOSED-ENDED QUESTIONSCLOSED-ENDED QUESTIONSInvite a yes or no answerInvite a yes or no answer

e.ge.g Do you have expansion plans?Do you have expansion plans?

OPEN-ENDED QUESTIONSOPEN-ENDED QUESTIONSUsed to elicit more explanation /in-depthUsed to elicit more explanation /in-depth

information from the customer.information from the customer.

Typically begin with who, what, how, when,Typically begin with who, what, how, when,

where and whywhere and whye.ge.g What are your expansion plans?What are your expansion plans?


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High gain questionsHigh gain questions

High-gain questions that require the customer to:High-gain questions that require the customer to:

1.1. Evaluate or analyseEvaluate or analyse How would you compare X with Y?How would you compare X with Y?

2.2. SpeculateSpeculate If you could organize this operation in any way youIf you could organize this operation in any way you

desired. How would you do it?desired. How would you do it?

3.3. Express feelingsExpress feelings How do you feel about the trend towards X in yourHow do you feel about the trend towards X in your

company?company?


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ConfirmingConfirming

To make the progress of the sales call explicitTo make the progress of the sales call explicit

Summarizing : Restate or paraphrase what theSummarizing : Restate or paraphrase what the

customer has said.customer has said.

Checking : Check for customer agreement byChecking : Check for customer agreement bywatching for non-verbal signals or bywatching for non-verbal signals or by

asking directly.asking directly.

Confirming helps to assure you are hearing theConfirming helps to assure you are hearing the

customer and lets them know you want to get it right.customer and lets them know you want to get it right.


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Obj i d h h dlObj ti d h t h dl


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Objections and how to handleObjections and how to handle

themthem

Should be viewed as potentially beneficialShould be viewed as potentially beneficialNatural part of the buying processNatural part of the buying process

Good opportunity for educating customerGood opportunity for educating customerand getting more information from theand getting more information from thecustomercustomer

Reveals customers concerns andReveals customers concerns and

provides opportunity to encourageprovides opportunity to encouragecustomer to be involved in the sales callcustomer to be involved in the sales call

Shows that customer is actively interestedShows that customer is actively interested


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Handling ObjectionsHandling Objections

Objections and responses fall into 4 categories : IfObjections and responses fall into 4 categories : IfMisconceptionMisconception :-:- clarify ,clarify , explainexplain

SkepticismSkepticism :- p:- proverove : give solid evidence: give solid evidencethrough examples, references,through examples, references,

statistics that your product isstatistics that your product isvalid.valid.

Real drawbackReal drawback:-:- show the big pictureshow the big picture. show. showhow the advantages outweighhow the advantages outweigh thethedisadvantages.(e.g Pricing)disadvantages.(e.g Pricing)

Real complaintReal complaint :-:- Show actionShow action. have plan to. have plan toaddress the complaint.address the complaint.


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Handling Objections-ContdHandling Objections-Contd

Stalling customer-This is a cover.Stalling customer-This is a cover.

There is something the customer isThere is something the customer is

trying to hide. Probe for the customertrying to hide. Probe for the customer

to exhibit any of the highlightedto exhibit any of the highlightedpoints.points.


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CONCLUDING SALES CALLSCONCLUDING SALES CALLS

Note: Concluding is not the same as Closing. Concluding is gettingNote: Concluding is not the same as Closing. Concluding is getting

closure on a particular call.closure on a particular call. Closing entails trying to get the orderClosing entails trying to get the order

KEY POINTSKEY POINTS

Summarize key points of the call and check your understanding withSummarize key points of the call and check your understanding withthe customerthe customer

Suggest an action plan and check for the customers agreement.Suggest an action plan and check for the customers agreement.

You might:You might:o Offer to suggest meeting with other people in your company orOffer to suggest meeting with other people in your company or

suggest the agenda and date for your next meetingsuggest the agenda and date for your next meeting

Accomplishes 4 things:Accomplishes 4 things: ends the call with an action stepends the call with an action step Forces you to summarize and check your understanding of theForces you to summarize and check your understanding of the

customers situation to see if you are on target.customers situation to see if you are on target. Ends the call in a professional way showing you have listenedEnds the call in a professional way showing you have listened Keeps the rapport open between you and the customerKeeps the rapport open between you and the customer

CLOSINGCLOSING


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CLOSINGCLOSINGAsking the Customer for theAsking the Customer for the

BusinessBusiness

It is a natural outcome of the salesIt is a natural outcome of the sales

processprocess

Should be simple, direct request forShould be simple, direct request for

businessbusiness

May lead to loss of order if not doneMay lead to loss of order if not done

properly or not done at all.properly or not done at all.

May not go smoothly as expected i.e.May not go smoothly as expected i.e.

objections or hardtimesobjections or hardtimes


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CLOSINGCLOSING

Ask for the businessAsk for the business

Use a direct closeUse a direct close

Do not be afraid of silenceDo not be afraid of silence

If the customer does not buy find outIf the customer does not buy find out

why.why.

Handle his objections to determineHandle his objections to determinethe reasons for not buying .the reasons for not buying .


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Closing guidlinesClosing guidlines

Summarise the needs, consequencesSummarise the needs, consequencesand payoffs & tie them to the benefitsand payoffs & tie them to the benefitsyour solution can provide.your solution can provide.

Use a direct close- ask for the orderUse a direct close- ask for the orderBe conciseBe conciseClose with confidence establish eyeClose with confidence establish eye

contact and ask in a friendly waycontact and ask in a friendly wayDo not be afraid of silenceDo not be afraid of silenceReaffirm the decisionReaffirm the decision

In summary the drivingIn summary the driving


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y gy gprinciples in sales presentationprinciples in sales presentation

are:are:

Focus on the customerFocus on the customer

Earn the right to advanceEarn the right to advance

Persuade through involvementPersuade through involvement



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Customer is the centre of the buying processCustomer is the centre of the buying process Listen intenselyListen intensely Building customers trust - important part of salesBuilding customers trust - important part of sales

processprocess

Concentrate on the customers buying needsConcentrate on the customers buying needs Everything you say or do should be vital to theEverything you say or do should be vital to the

sales interaction and of benefit to customersales interaction and of benefit to customer Always ask yourself Always ask yourself whats in it for thewhats in it for the

customercustomer?? Promise only what can be deliveredPromise only what can be delivered

EARN THE RIGHT TO ADVANCEEARN THE RIGHT TO ADVANCE


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EARN THE RIGHT TO ADVANCEEARN THE RIGHT TO ADVANCE

Gain customers trust, interest & respectGain customers trust, interest & respectat each stage before proceedingat each stage before proceeding

Address the customers concerns at eachAddress the customers concerns at eachstep of the buying process beforestep of the buying process beforeadvancing to the next stepadvancing to the next step

Be a problem solver and not a peddlerBe a problem solver and not a peddler


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Persuade through involvementPersuade through involvement..

Talk less and listen moreTalk less and listen more

Opposition is a sign of involvementOpposition is a sign of involvement

Involve customers in determiningInvolve customers in determining

their needs and exploring options fortheir needs and exploring options forsolutionssolutions


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LISTENING-A tool in selling.LISTENING-A tool in selling.

As the salesperson asks questions, he/sheAs the salesperson asks questions, he/she

needs to engage in active listeningneeds to engage in active listening

Several heuristics related to listening:Several heuristics related to listening:

Seek first to understand, than to be understoodSeek first to understand, than to be understood(Covey)(Covey)

Listening efficiency rate of most people is 25%Listening efficiency rate of most people is 25%

Most salespersons talk too much, listen too littleMost salespersons talk too much, listen too little


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Sales Call planningSales Call planning

& Territorial& Territorialmanagement.management.

What is Sales CallWhat is Sales Call


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What is Sales CallWhat is Sales Call

planningplanningA deliberate attempt at making theA deliberate attempt at making thesales effort interesting andsales effort interesting and

measurablemeasurable

A systematic approach toA systematic approach to organize,organize,

monitor, and controlmonitor, and control the sales effortthe sales effort

An attempt toAn attempt to distribute the salesdistribute the salesterritoryterritory forfor effective coverageeffective coverage ofof

each territoryeach territory


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The sales territory.The sales territory.

A sales territory is usually thought of as aA sales territory is usually thought of as ageographic area that contains customergeographic area that contains customeraccountsaccounts

These territories may consist of bothThese territories may consist of both

present and potential customers who arepresent and potential customers who areassigned to a particular account officerassigned to a particular account officer

Customers and prospects are grouped inCustomers and prospects are grouped insuch a way that the sales person servingsuch a way that the sales person servingthese customers can call on them asthese customers can call on them asconveniently and economically as possibleconveniently and economically as possible


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The sales territory contdThe sales territory contd

The total market of a micro finance bank isThe total market of a micro finance bank isusually too large to manage efficientlyusually too large to manage efficiently(mass market) so territories are(mass market) so territories areestablished to facilitate easy directing,established to facilitate easy directing,

evaluating and controlling of the salesevaluating and controlling of the saleseffortsefforts

Markets are measured in the number ofMarkets are measured in the number ofcustomers and purchasing powercustomers and purchasing power

Assigning sales territories helps the salesAssigning sales territories helps the salesmanager achievemanager achieve a match between salesa match between salesefforts and sales opportunitiesefforts and sales opportunities

Why establish salesWhy establish sales


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territories:territories:To enhance market coverageTo enhance market coverageTo facilitate the planning and controllingTo facilitate the planning and controlling

of the selling functionof the selling functionTo keep selling costs at a minimumTo keep selling costs at a minimum

To strengthen customer relationsTo strengthen customer relationsProperly designed salesProperly designed sales

territories allow sales people to spendterritories allow sales people to spendmore time with customers and less timemore time with customers and less time

on the roadon the roadTelemarketing is becoming anTelemarketing is becoming an

alternative to face-to-face sellingalternative to face-to-face selling



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territories?territories?To build more effective sales forceTo build more effective sales force

It stimulates and motivates salesIt stimulates and motivates sales

personnel, improves morale, increasepersonnel, improves morale, increaseinterest and build more effective salesinterest and build more effective sales

forceforce

To evaluate the sales force betterTo evaluate the sales force betterTo coordinate selling with otherTo coordinate selling with other

marketing functionsmarketing functions


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Call PlanningCall Planning After establishing sales territories and assigningAfter establishing sales territories and assigning

sales people, it will be time tosales people, it will be time to plan the scheduleplan the scheduleand routingand routing the sales force within territoriesthe sales force within territories

Call planning is important to reduce costCall planning is important to reduce cost

To do call planningTo do call planning

Decide which accounts to call onDecide which accounts to call on Allocating time between present customers,Allocating time between present customers,

prospective customers callsprospective customers calls

Allocating time to be spent with the overlyAllocating time to be spent with the overly

demanding customers or prospects.demanding customers or prospects.

Deciding time between selling and paperworkDeciding time between selling and paperwork


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Maximizing Salespeople TimeMaximizing Salespeople Time Set weekly and daily goalsSet weekly and daily goals

The salesperson and the sales managerThe salesperson and the sales managershould work together to develop a weekly action plan.should work together to develop a weekly action plan.Weekly sales goals set targets for planned daysWeekly sales goals set targets for planned days

Manage time during sales callsManage time during sales callsSpending extra time with customers is notSpending extra time with customers is not

neceassarily always going to lead to additional salesneceassarily always going to lead to additional sales Allocate Time and avoid time trapsAllocate Time and avoid time traps

Decide on the principalDecide on the principaltasks to do, then determine time to be allocated totasks to do, then determine time to be allocated toeacheach


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ROUTINGROUTING

Defn - It is formally setting a patternDefn - It is formally setting a pattern

for a salesperson to use whenfor a salesperson to use when

making callsmaking calls

Advantages:Advantages:It reduces traveling time and selling costs:It reduces travel time

and costs thereby giving more time to spend productively withcustomers

Improved territory coverage:It helps improve the coverage of territory

Improved communication:When the sales manager always knows where the sales peopleare, it is easier to give them last minute information or instructions


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Thank you veryThank you very

muchmuch

Documents

Selling Skills Dec 2008