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7/29/2019 Selling Skills by M. Ameen
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Selling skills
By
MUHAMMAD AMIN
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Customer needs
Focal point of any sales transaction
Sales persons objective
Find out those customer needs and then satisfy
them
Need satisfaction selling
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Selling is a process of satisfying customer needs
With appropriate benefits of your product
Customer has
needs
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Program overview
Unit-1
Unit-2
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The selling process involves following skills:
To get customers attention
To uncover customers needs
To satisfy uncovered needs with
appropriate products benefits
To secure customer commitment
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Unit-1
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Opening
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Getting undivided customerattention is the essential Pre-requisite for an effective salesconversation
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Need satisfaction selling
The successful openingof a sales call dependsUpon your ability to get
customersattention
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Need satisfaction selling
In the beginning of a sales call, you try to sellnothing but
You try to build rapport with your customer
The acceptance of your presence
&
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Opening remarks:
A statement of mutual interest
A general benefit statement
Reference to previous call
A statement of purpose
A probe for agreement
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The greeting
Reference to previous discussion or introduction
State purpose of visit
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Probing
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To uncover customer needs that canbe satisfied by a product benefit
Build or check customer receptivity
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Probing & Listening
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PauseReflective StatementOpen End Question
Built in ResponseQuestionEncouraging Statement
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Open probes
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Open probes
A general question used to gather information
about the customer and his situation
An open probe encourages the customer tospeak freely about a topic of his / her choice
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Open probes
OPEN END QUESTION1. Can be answered with series of words.2. Usually requires a thought process
and involvement answer .
3. Often opens up the communication forfurther exploration.
Open End Question starts with :What , When , Why , Where , Who
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A question than steers the conversationto the topic of your choice
A close probe limits the customer response to a
very short answer; Usually ayesorno
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To direct the conversation to a topic of your choice
Closing of a call
When customer is not responsive to open probes
Open probes do not get desired information
To confirm customers needs
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Active listening
Active listening enables us to:
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Importance of active listening
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Be brief: dont talk more than necessary
Be calm and composed
Avoid any sort of distraction
Control your body language
Avoid signs of nervousness, or unrest
Dont play with the writing articles etc
Dont desire to cut your customer short
Few rules of active listening
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Dont look at your watch
show genuine interest and respect to what yourcustomer says
Wherever possible, restate or rephrase whatyour customer has said
Few rules of active listening
Keep an eye contact
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Unit-2
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The purpose of every sales call is to lead to a successful
close
You probe to uncover need
You support these needs with your product
benefits in order to:
Reinforce the idea that you are a problem solver
Show that customer needs are important to you
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Your customer reveals a need that can be
satisfied by your product benefit
Your customer gives favorable remarks about yourproducts / services / company
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Your customer gives un-favorable remarks
about your products / services / company
Your customer shows satisfaction about competition
Your customer reveals a need that can not be
satisfied by your product benefit
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Rephrase the need your customer has revealed
or agree with the customer
State the benefit that satisfies the need
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FEATUREWhat is it ?
ADVANTAGEWhat it does ?
BENEFITWhat is in it for me ?
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A complete benefit statement has
three recognizable features
ustomer
anguage
ction
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Closing
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Reminding the customer of agreed product benefits
Serves the purpose of:
It is here that you test whether or not you have
Been able to uncover customer needs
Securing customers commitment
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When the customer has indicated his willingness
When to close?
Verbal
Look and listen to the
Non-verbalClues
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Watch following customer reactions:
When to close?
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Summarize the benefits the customer has agreed
How to close ?
Ask for a commitment
Beware of over selling
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How to close ?
To make a complete summary you must rememberall the benefits accepted by the customer
Use a positive language
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Maintain a positive language
Do not express doubt, hesitation, uncertainty
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Remain calm and confident
Some general recommendations for closing
No further statements after close
Do not show excessive gratefulness
Appreciate your customer's confidence inyour product
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Another need revealed
Support new need with benefit Customer satisfied
Close again
Customer needs are not satisfied What should you do?
Probe to find out why?
What to do when close fails?
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Close
Open
Probe
Support
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Call
objectiveAchieved
Close Again
Customer does not accept
Probe to find out-why ?
Uncover
Support
Close
Need satisfaction selling
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