Www.iSpeak.com Proprietary and Confidential Selling Skills iSpeak Foundation Series Month day, 2012...

www.iSpeak.com

Proprietary and Confidential

Selling Skills

iSpeak Foundation SeriesMonth day, 2012Instructor Name

www.iSpeak.com

Proprietary and Confidential

Agenda

• Introductions – What do you want to learn?

• Itinerary

• Ground Rules

–Phones on Silent

–Ask Questions

–Participate & Respect others

–Respect our schedule

www.iSpeak.com

Proprietary and Confidential

Satori

www.iSpeak.com

Proprietary and Confidential

Selling SkillsUnit One: Buying and Selling

www.iSpeak.com

Proprietary and Confidential

Why do people buy?

People buy for one of two reasons:

•They have a NEED (to reduce pain)

•They have a WANT (to increase happiness)

www.iSpeak.com

Proprietary and Confidential

What Do Customers Want?

• Professional

• Someone who listens

• Understanding

• No hard selling

www.iSpeak.com

Proprietary and Confidential

Selling ValueP

erce

ived

Ris

k

HIGH

LOW

www.iSpeak.com

Proprietary and Confidential

Features, Advantages & Benefits

• Feature is a physical characteristic of a product.

• Advantage is the performance characteristic the feature provides.

• Benefit is the favorable result the buyer will receive because of an advantage.

www.iSpeak.com

Proprietary and Confidential

iSpeak Sales Process Model

www.iSpeak.com

Proprietary and Confidential

Satori

www.iSpeak.com

Proprietary and Confidential

Selling SkillsUnit Two: Prospecting

www.iSpeak.com

Proprietary and Confidential

iSpeak Sales Model

www.iSpeak.com

Proprietary and Confidential

Where Do I Find Prospects?

• Phone Prospecting

• Warm calling

• Networking

• Referrals

• Inbound leads

• Purchased leads

• Cold knocking

www.iSpeak.com

Proprietary and Confidential

Researching Prospects Online

• Search Engines• Business Intelligence• Online Networking• Lead Sources• Competitor Web sites

www.iSpeak.com

Proprietary and Confidential

www.iSpeak.com

Proprietary and Confidential

www.iSpeak.com

Proprietary and Confidential

www.iSpeak.com

Proprietary and Confidential

www.iSpeak.com

Proprietary and Confidential

iSpeak Prospecting Tools

• iSpeak Call Plan Assistant

• iSpeak Phone Script Assistant

• iSpeak Communication Planner

• Download them all atwww.iSpeak.com/iSpeak-University

www.iSpeak.com

Proprietary and Confidential

Writing and Delivering a Script

• Short

• Structured

• Sincere

• Confident

www.iSpeak.com

Proprietary and Confidential

Exercise: Write the Prospecting Script

www.iSpeak.com

Proprietary and Confidential

Tips for Effective Prospecting

• Select an effective time

• Task your time

• Prepare effectively

• Get on a roll

• Don’t give up

www.iSpeak.com

Proprietary and Confidential

Exercise: Prospecting ISE

www.iSpeak.com

Proprietary and Confidential

Satori

www.iSpeak.com

Proprietary and Confidential

Selling SkillsUnit Three: Understanding

www.iSpeak.com

Proprietary and Confidential

iSpeak Sales Model

www.iSpeak.com

Proprietary and Confidential

Needs & Decision Criteria

A grocery store may have…

•Need: – Promotion that also drives their meat dept.

•Decision Criteria:– Cannot involve a substantial advertising cost

– Align with stores needs for more foot traffic

– Setup and installation of end cap by deadline

www.iSpeak.com

Proprietary and Confidential

Where do you buy gas?

www.iSpeak.com

Proprietary and Confidential

Exercise: Potential Decision Criteria

www.iSpeak.com

Proprietary and Confidential

Types of Listening

• Passive – Not listening at all• Selective – In and out of the conversation• Active – Actively participating

• Average speaker: __________• Average listener: __________

125

500

www.iSpeak.com

Proprietary and Confidential

Exercise: Effective Listening

Facilitator9 – 21 – 7 – 58 – 2 – 4 – 15 – 6 – 9 – 2 – 87 – 9 – 1 – 3 – 6 – 26 – 2 – 5 – 8 – 9 – 1 – 73 – 9 – 2 – 7 – 4 – 5 – 8 – 1

Answers2 – 95 – 7 – 11 – 4 – 2 – 88 – 2 – 9 – 6 – 52 – 6 – 3 – 1 – 9 – 77 – 1 – 9 – 8 – 5 – 2 – 61 – 8 – 5 – 4 – 7 – 2 – 9 – 3

www.iSpeak.com

Proprietary and Confidential

Developing Active Listening Skills

“Are you truly listening or just waiting for your turn to talk?” - Robert Montgomery

• Focused attention

• Take notes

• Paraphrase & summarize

• Verbal prompts

• Ask questions

www.iSpeak.com

Proprietary and Confidential

Questioning Process

www.iSpeak.com

Proprietary and Confidential

Types of Questions

• Open Ended Questions– “How are you going to approach the slow turn you are

experiencing with your current inventory?”

– “How is your showroom set up today?”

• Closed Ended Questions– “How many leather chairs do you need?”

– “Do you currently carry a hardwood line of beds?”

• Alternative Choice Questions– “Will you prefer a full container or less than that?”

– “Who is the decision maker on this, you or the GM?”

www.iSpeak.com

Proprietary and Confidential

Examples of Probing Questions

• Account Manager: “What types of changes do you expect with your inventory this year?”

• Prospect: “That’s an easy one, we will have to improve our current turn rate.”

• Account Manager Probing Questions:– “How are you going to approach that?”– “Why is that?”– “Is your budget being affected also?”– “How will that affect the product mix you carry?”

www.iSpeak.com

Proprietary and Confidential

Exercise: Developing Probing Questions

www.iSpeak.com

Proprietary and Confidential

Exercise: Asking Good Questions

www.iSpeak.com

Proprietary and Confidential

Satori

www.iSpeak.com

Proprietary and Confidential

Selling SkillsUnit Four: Presenting & Completing

www.iSpeak.com

Proprietary and Confidential

iSpeak Sales Model

www.iSpeak.com

Proprietary and Confidential

Responding to Tough Questions

• Step One: Understand “Why?”

• Step Two: Ask what they need to overcome the hesitation and if this is their only concern

www.iSpeak.com

Proprietary and Confidential

Tough Question Example

Customer: How do I know you can deliver in my timeframe?

Acct Mgr: What is it specifically that concerns you about the delivery, is it communication during the process,… regular updates… final delivery date?

Customer: I want to be kept in the loop. Based on my experience, I know imported products can be a hassle when coming through customs.

www.iSpeak.com

Proprietary and Confidential

Tough Question Example (cont’d.)

Acct Mgr: What is it that would like to see during the delivery process to keep you informed?

Customer: I want someone to be in contact with me regularly to provide me with updates. Also, I want that person to communicate any issues to me as soon as the issue arises so we can either adjust for it or solve it.

Acct Mgr: For all orders I will become a key interface for you. I will stay in touch with you throughout the process. With that commitment are you ready to move forward with an order?

www.iSpeak.com

Proprietary and Confidential

Exercise: Handling Tough Questions

www.iSpeak.com

Proprietary and Confidential

Closing

• Trial Close“How does that sound?”“Do you have any questions?”

• Final Close“If we can meet your timeline requirements at the price we’ve discussed, are you ready to begin?”

www.iSpeak.com

Proprietary and Confidential

Exercise: Interactive Situational Exercise

www.iSpeak.com

Proprietary and Confidential

Selling SkillsUnit Five: Servicing

www.iSpeak.com

Proprietary and Confidential

Cards

www.iSpeak.com

Proprietary and Confidential

Cards

www.iSpeak.com

Proprietary and Confidential

Expectations

• Always set expectations!

• Levels of Customer Service– Below Expectations– Met Expectations– Above Expectations– WOW!

www.iSpeak.com

Proprietary and Confidential

Responsive C.A.R.E.

• Credible

• Appreciative

• Reliable

• Empathetic

www.iSpeak.com

Proprietary and Confidential

Exercise: Ideas for Responsive C.A.R.E.

www.iSpeak.com

Proprietary and Confidential

Referrals

• When to ask for a Referral

• How to ask for a Referral

• Sample Referral“Our business is largely built on referrals. If you feel

that our service would be a good fit for someone else in your organization or someone at another company, I would greatly appreciate you passing along my name and contact information.”

www.iSpeak.com

Proprietary and Confidential

Selling SkillsImplement to Improve

www.iSpeak.com

Proprietary and Confidential

iSpeak Learning Methodology

“Knowing is not enough; we must apply. Willing is not enough; we must do.” - Johann Goethe

www.iSpeak.com

Proprietary and Confidential

Satori

www.iSpeak.com

Proprietary and Confidential

Kaizen

www.iSpeak.com

Proprietary and Confidential

Instructor Nameemail@iSpeak.com

512.###.####

Thank you!

www.iSpeak.com

Proprietary and Confidential

Continue Your Learning At iSpeak University!

www.ispeak.com/ispeak-university

Reinforcing Video Shorts Download Tools