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SALES MASTERYMastering the art of selling
©JOHAN IRWAN KAMAROZAMAN
ICE BREAKING
The Sales Mindset1
Prospecting Power2
The Sales Strategies3
The Sales Presentation4
Closing The Deal5Trai
ning
Con
tent
INTRODUCTION
SALES MINDSET
PROSPECTING POWER
SALES STRATEGIES I
SALES STRATEGIES II
SALES PRESENTATION
CLOSING TECHNIQUES
SUMMARY & CLOSING
9.00am
11.00am
2.00pm
3.30pm
DAY I DAY II
LUNCH
©2017, Johan Irwan Kamarozaman
Your Objectives and Goals
5
SALES MINDSET
6
WE ARE ALL IN SALES NOW
BUT SALES IS NOT WHAT IT USED TO BE!
©2017, Johan Irwan Kamarozaman 8
More sellers than buyers
More complex
Requires greater focus & Clarity
Customer are more demanding
Closing is harder
Requires greater preparation
New Realities in Sales
Source: To Sell is Human, Dan Pink
“Nobody likes to be sold but everybody likes to buy.”
10
Earl Taylor
Understanding the Psychology of Sales
©2017, Johan Irwan Kamarozaman
Title Text
12
INTERNAL REPRESENTATION
STATE
PHYSIOLOGY
BEHAVIOUR
CONSCIOUS
UNCONSCIOUS • Meta-Programs • Values • Beliefs • Decisions • Memories
EXTERNAL EVENTS
THE FILTERS
D E L E T I O N1
D I S T O R T I O N2
G E N E R A L I Z AT I O N3
NLP COMMUNICATION MODEL
www.johanirwan.com
©2017, Johan Irwan Kamarozaman 13
D E L E T I O N1
D I S T O R T I O N2
G E N E R A L I Z AT I O N3
©2017, Johan Irwan Kamarozaman 14
D E L E T I O N1
R E T I C U L A R A C T I VAT I N G S Y S T E M
©2017, Johan Irwan Kamarozaman 15
©2017, Johan Irwan Kamarozaman 16
D I S T O R T I O N2
Assumptions created from: 1. Past experience 2. What we have been told 3. Meaning we give to an event
©2017, Johan Irwan Kamarozaman 17
©2017, Johan Irwan Kamarozaman 18
G E N E R A L I Z AT I O N3
We draw global conclusions based on one or two experiences.
©2017, Johan Irwan Kamarozaman 19
} Create PERCEPTION
D E L E T I O N1
D I S T O R T I O N2
G E N E R A L I Z AT I O N3
©2017, Johan Irwan Kamarozaman
Title Text
20
INTERNAL REPRESENTATION
STATE
PHYSIOLOGY
BEHAVIOUR
CONSCIOUS
UNCONSCIOUS • Meta-Programs • Values • Beliefs • Decisions • Memories
EXTERNAL EVENTS
THE FILTERS
D E L E T I O N1
D I S T O R T I O N2
G E N E R A L I Z AT I O N3
NLP COMMUNICATION MODEL
www.johanirwan.com
H U M A N B R A I N M O D E L
S P E R R Y ’ S M O D E L
Left Brain
LogicalVerbalMathematicsFactsLinealAnalysisFigures & Words
Right Brain
CreativeVisual
ArtisticIdeas/Imagination
HolisticImages & Symbols
Intuition
M A C L E A N ’ S M O D E L
M A C L E A N ’ S M O D E L
Our brain feels about 30,000 times faster than it acts, and it acts about 30,000 times faster
than it reasons.
©2017, Johan Irwan Kamarozaman
QUALITY OF TOP SALES PEOPLE
26
AmbitiousCourageous
Committed to your workProfessionalResponsibleThoroughly preparedA Continuous learner
Passionate
www.johanirwan.com
27
GOAL SETTING
©2017, Johan Irwan Kamarozaman 28
29
Setting goals is the first step in turning the invisible into visible.
©2017, Johan Irwan Kamarozaman
The power of planning and written goals
31
no written or verbal goals or plans
verbal goals
written
the power of planning and written goals…
Only 3% of people have written goals and plans, these people account for 98% of the wealth.
3%
27%
70%
98% of wealth
G O S P A
oalsbjectivestrategieslansctivities
The greatest danger for most of us
is not that our aim is too high and we miss it,
Michelangelo
“
but that it is too low and we reach it. ”
Goals Objectives Strategies
Plans Activities
Goals
Objectives
Strategies
Plans
Activities
• A place you want to achieve at the end up at certain period of time
• Sub-goals that must accomplish in order to achieve goals
• Method use to accomplish objectives
• The plans that intended to do based on your strategy
• Daily action to carry out the plan
You can accomplish more in a week or a month with clear written plan than you can accomplish in a year or even two years without one.
PROSPECTING POWER
37
38
Characteristic of ProspectProduct and
Service Offered
©2017, Johan Irwan Kamarozaman
Understanding your products
39
Products
Features
Benefits
Leads
Prospect
Potential Buyer
Customers
Attention
Interest
Desire
Action
Raving Fans Loyalty
SALES FUNNEL
Customer vs Prospect
41
©2017, Johan Irwan Kamarozaman
Strategic Selling
42
Specialization1
• What problem do you solve • Who are the prospect who
have this problem?
Differentiation2
• What is your uniques selling proposition (USP)?
• What is your area of excellence?
Segmentation3
• Which customer segment can benefit the most from my product?
• Who can buy it and pay it?
Concentration4
• What are the main activity to reach out to this customer?
SALES STRATEGIES
43
Leap Leadership Academy | 44
71% of customers buy because they like you, trust you and respect you.
©2017, Johan Irwan Kamarozaman
Golden Triangle of Selling
45
Friend
Advisor Teacher
©2017, Johan Irwan Kamarozaman
Relationship Selling
46
©2017, Johan Irwan Kamarozaman
Educational Selling
47
©2017, Johan Irwan Kamarozaman
Consultative Selling
48
©2017, Johan Irwan Kamarozaman
The New Model of Selling
49
10% Rapport
20% Qualify
30% Present
40% Close
Built Trust 40%
Establish Need 30%
Present Solutions
20%
Confirm 10%
Old Modelof Selling
New Modelof Selling
www.johanirwan.com
BUILDING
©2017, Johan Irwan Kamarozaman
4 Component of Trust
51
• Credibility• Reliability• Intimacy• Self-worthiness
www.johanirwan.com
©2017, Johan Irwan Kamarozaman 52
PERCEPTION i s REALITY
• What do you look like in 12 feet
• What do you look like in 12 inch
• What are your first 12 words
12 x 12 x 12 RULE
©2017, Johan Irwan Kamarozaman
RAPPORT
56
©2017, Johan Irwan Kamarozaman
Albert Mehrabian on non-verbal communication
57
©2017, Johan Irwan Kamarozaman 58
©2017, Johan Irwan Kamarozaman
No rapport,
no right to sell!
59
©2017, Johan Irwan Kamarozaman 60
©2017, Johan Irwan Kamarozaman
Matching and Mirroring
61
When 2 persons are in rapport, they are matching each other
©2017, Johan Irwan Kamarozaman
Matching and Mirroring
62
When 2 persons are not in rapport, they are not matching each other
©2017, Johan Irwan Kamarozaman
Body Language
63
©2017, Johan Irwan Kamarozaman
Matching the body
64
©2017, Johan Irwan Kamarozaman
Speed and Volume
65
©2017, Johan Irwan Kamarozaman
Keywords
66
©2017, Johan Irwan Kamarozaman
Usage of Metaphor
67
©2017, Johan Irwan Kamarozaman
Activity: Building Rapport
68
©2017, Johan Irwan Kamarozaman
Mistakes in sales
69
Leap Leadership Academy |
Identifying Need
70
The key to sales success is to ask intelligent questions and listen closely to the answer.
©2017, Johan Irwan Kamarozaman
Asking intelligent questions
72
O P E N Q U E S T I O N C L O S E D Q U E S T I O N
HOW?Who, what, when, how, where
WHY? - be carefulDo you, have you, is it,
can you, etc.
To provide informationWHEN TO USE?
Gain clarity/confirmation on choice/decision
Lengthy answerWHAT? Yes or no answer
©2017, Johan Irwan Kamarozaman
Gap Analysis
73
Current state
Desired state
Gap
* No gap? No sale!
Solution
©2017, Johan Irwan Kamarozaman
Sub-Modalities
74
VISUAL
AUDITORY
KINESTHETIC
Visual Constructed (Vc)
Auditory Constructed (Ac)
Kinaesthetic (K) Auditory Digital (AD)
Auditory Remembered (AD)
Visual Remembered (Vr)
Eye Accessing Cue
www.johanirwan.com
©2017, Johan Irwan Kamarozaman
Pacing and Leading
76
©2017, Johan Irwan Kamarozaman
BODY LANGUAGE SIGNS
77
Discomfort
a sign of interest
A real smile
©2017, Johan Irwan Kamarozaman
Palms up
91
©2017, Johan Irwan Kamarozaman
Palms Down
92
©2017, Johan Irwan Kamarozaman
Pointing Finger
93
©2017, Johan Irwan Kamarozaman
Proximity
94
©2017, Johan Irwan Kamarozaman
HAND SHAKING
95
©2017, Johan Irwan Kamarozaman
Handshaking types
96
Dominant Bone Crusher Limp Fish Just Finger Double Handler Long Handshake Firm Handshake
98
"Sales people "don't" sell... They influence people to want to buy."
Phil Berg
Leap Leadership Academy |
How to influence
99
Source: Influence, Dr. Robert Chialdini
SALES PRESENTATION
100
©2017, Johan Irwan Kamarozaman
SHOW, TELL, AND ASK QUESTION
101
Show: This car has airbag (features)
Tell:Which means it gives you extra security when you are driving (benefits)
Question:Would you think extra security is good for you?
©2017, Johan Irwan Kamarozaman
Sell emotions
102
©2017, Johan Irwan Kamarozaman
Magic Word
103
Imagine Because Recommend
©2017, Johan Irwan Kamarozaman
Problems
104
Solutions
©2017, Johan Irwan Kamarozaman 105
©2017, Johan Irwan Kamarozaman 106
©2017, Johan Irwan Kamarozaman
Phrases That Converts
107
NewSensationalRemarkableSecretTell usInspiresTakeYou
IntroducingImprovementAmazingBecauseFreeSuddenlyNowAnnouncing
HelpPromoteIncreaseCreateDiscoverInstantly
©2017, Johan Irwan Kamarozaman
The 20 most influential words, via David Ogilvy
108
Where to try these words: Headlines, bullet points,
subject lines
•Suddenly•Now•Announcing•Introducing•Improvement•Amazing•Sensational•Remarkable
•Revolutionary•Startling•Miracle•Magic•Offer•Quick•Easy•Wanted
•Challenge•Compare•Bargain•Hurry
SALES CLOSING
109
©2017, Johan Irwan Kamarozaman
Closing Mistakes
110
Let me think about it…
I will get back to you later on this…
Leap Leadership Academy | 111
©2017, Johan Irwan Kamarozaman
Test Close
112
It looks like you really like this. Is that true?
If you took it home, would you be proud to own this?
Do you prefer the larger or smaller version?
How would it look on the shelf back at home?
©2017, Johan Irwan Kamarozaman
Reading from Body Language
113
©2017, Johan Irwan Kamarozaman
Sales Closing
114
1.Invitational Close 2.Preference Close 3.Directive Close 4.Authorization Close 5.Secondary Close 6.Objection Close 7.“Let me think it over” Close
©2017, Johan Irwan Kamarozaman
Invitational Close
115
You: Does this make sense to you so far? Prospect: Yes, it looks pretty good. You: Well, then, why don’t you give it a try?
Soften decision, reduce stress - make it easier to say yes
©2017, Johan Irwan Kamarozaman
Preference Close
116
Giving a choice of two items — alternative close
“Would you like to pay by cash or credit card?” “Do you prefer policy A or policy B?”
©2017, Johan Irwan Kamarozaman
Directive Closing
117
You are assuming the sales.
*Requires confidence, firmness, and directness on your part.
You: Does this make sense?Prospect: Yes, it looks pretty good.You: Well, the next step is…..
©2017, Johan Irwan Kamarozaman
Authorization Close
118
The word authorize instead of sign is powerful because people don’t like to sign things, but they like to authorize thing.
You: Do you have any questions or concern that I haven’t covered? Prospect: No You: If you will just authorize this, we can get started right away.
©2017, Johan Irwan Kamarozaman
Secondary Close
119
Close on minor issue.
Increase the temperature of buying
If you bought this today, would you want this free cap or umbrella?
©2017, Johan Irwan Kamarozaman
Objection Close
120
If they are using a reason, try to satisfy the reason.
Use the word ‘could’ and ‘would’.
Don’t commit
If we could deliver it on Sunday, would you want to take this up?
©2017, Johan Irwan Kamarozaman
“Let me think over it” Close
121
Resistance from prospect
Stop giving pressure to the client. Agree to what client have said and ask questions.
Try to address their concern.
Obviously you have a good reason to think over it. Do you mind if I ask what is your concern?
©2017, Johan Irwan Kamarozaman
Following Up
122
HANDLING OBJECTION
©2017, Johan Irwan Kamarozaman
7 Techniques of Handling Objection
124
1. Listen Attentively 2. Acknowledge the questions (Thank you) 3. Repeat the keywords 4. Use the same metaphor (if any) 5. Use story telling 6. Answer the only concern part 7. Ask a close question — A yes questions 8. Reframe their thoughts www.johanirwan.com
©2017, Johan Irwan Kamarozaman
Reframing
125
Looking at things from different point of view
©2017, Johan Irwan Kamarozaman
Activity: Handling Objection
126
©2017, Johan Irwan Kamarozaman
BUT ONLY 11% OF SALES PEOPLE ASK FOR REFERRALS.
91% of customers say they’d give referral.
127
Action Plan
128
THANK YOU
Johan Irwan
SALES MASTERYMastering the art of selling