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1 Selling Skills

Selling skills

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Page 1: Selling skills

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Selling Skills

Page 2: Selling skills

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Meet Mr. SalesCoach!

Look out for his Success Tips through Selling Skills

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How Are You Doing It?

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Stakeholders

Customers

YOUOrganization

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Benefits To You

1. __________

2. __________

3. __________

4. __________

5. __________

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Benefits To Customer

1. __________

2. __________

3. __________

4. __________

5. __________

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Benefits To Organization

1. __________

2. __________

3. __________

4. __________

5. __________

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PAMPECS – Key To Success

• Prospecting

• Approach

• Meeting

• Presenting

• Elaborate

• Closing

• Servicing

PAMPECS gives you

Easier Sales,

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Sales Process Chart

Approach

Prospecting

Meeting

Elaborate

Closing

Generate Referrals

Servicing

Objection Handling

Introduction

Probing

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Approach

ProspectingProspecting

Meeting

Elaborate

Closing

Generate Referrals

Servicing

Objection Handling

Introduction

Probing

Sales Process Chart

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NNeed

NNeed

OOpportunity

OOpportunity

PProposition

PProposition

PPayment capacity

PPayment capacity

Can’t afford lumpsum payment, looking for affordable means of finance or borrowing to build/ buy homes

The proposition can attract adequate finance

Long term borrowing contract hence client would look for relationship than merely a transaction

Occupation and the general standard of living. Is he an HNI? What source of income? Nature of income (seasonal – regular etc)

NOPP Analysis

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Categorizing Prospects

Category Description

1 NOPP + Prospects whom I will meet in this week itself

2 NOPP + Prospects whom I will meet in next two weeks

3 NOPP + Prospects whom I will meet in next three weeks

4 NOPP + General prospects. I will decide later when to meet.

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Sr. NO Name – Age Address

Contact Nos

Occupation details

Family

details

Approx Total

Income

Common reference

(if any)CAT

1/2/3/4

1                

2

3                

Categorizing Prospects

Maintain a database based on categories

Add all the names and keep updating

Make it a regular habit!

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ApproachApproach

Prospecting

Meeting

Elaborate

Closing

Generate Referrals

Servicing

Objection Handling

Introduction

Probing

Sales Process Chart

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Approach

TelephoneTelephone

Feel, felt, found

LRAC

Approaching Potential Customers

Approaching Potential Customers

Face to faceFace to face

4x20 watch

Menu Card

(Will be discussed in Meeting section)

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Telecalling

Purpose of a call is to take appointment

and not to sell on phone

Can be done to anyone

It’s a skill that can be mastered

Need not be in English only. Can be done in

regional language

Increases your success rate

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Hints for Telecalling

1. What’s the best time for this

activity…

2. How to introduce myself…

3. How do I open up the

conversation…

4. What is two way choice…

5. How to close call gracefully…

Attitude,

Voice &Words

Tip: Prepare & Practice a Script!!

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Hints for Telecalling

Right Mind Set

+

Positive Attitude

+ = Result

Right Communication

+

Correct Words

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Telephone: Objection Handling

Feel Felt Found

– “I can understand how

you ‘Feel’

– Many of my clients ‘Felt’

the same way before…

– They ‘Found’ the

benefits of my services”

LRAC

– Listen

– Restate / Rephrase

– Answer

– Continue for

appointment

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Role Plays

• Your trainer will share the

outline of this activity

• Please follow it carefully to

master the technique

• Give your best shot

• Mistakes are welcome

• Please adhere to given time

frames

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Approach

Prospecting

MeetingMeeting

Elaborate

Closing

Generate Referrals

Servicing

Objection Handling

IntroductionIntroduction

Probing

Sales Process Chart

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Meeting Prospect

Is it advisable to start directly with product sell?!

Good opening leads to ‘building a bridge’ with

prospect

Can be done in regional language as well

Chance to create ‘professional impression’ and

increase your success rate

Well begun

half done!

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Meeting : Techniques

4x20

– 20 inches of your attire

(Head downwards)

– 20 things you notice in the

place of customer

– First 20 seconds of your

interaction

– First 20 words you speak

Right Introduction

– Helps control the

sales call

– Avoids a lot of future

objections

– Sample Introduction

– Role Plays

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Attention Grabbers

• At times it may not be possible with an

Introduction

• OR if you are looking at some more striking

opening…

• Try any one of the 4 attention grabbers or

the one you think appropriate.

• You need to handle it with care and

technique

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Role Plays

• Your trainer will share the

outline of this activity

• Please follow it carefully to

master the technique

• Give your best shot

• Mistakes are welcome

• Please adhere to given time

frames

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Approach

Prospecting

Meeting

Elaborate

Closing

Generate Referrals

Servicing

Objection Handling

Introduction

ProbingProbing

Sales Process Chart

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Lets Play A Game!

‘Guess the Hero’

• Trainer will decide the name of a hero but will not share it. The class has to figure out this name

• The class collectively can ask only 25 questions (except one direct question on name!) to trainer. He will answer to the point only and not more.

• 2/3 participants (selected by trainer) will note down the questions asked

• In all you have only 5 minutes to ask questions and guess the name

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Benefits of Elaboration

1. Product is offered based on info given by the customer – only way to get it – is ASK.

2. Most successful sellers have a mantra: “Telling is not selling; asking right questions leads to Sale”

3. Focusing on ‘Need Based Selling’ helps customer to ‘see’ the needs clearly and builds ownership of the solution

4. Reduced objections – faster sales since customer is involved in process

5. Reduces defaults, easy referrals

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Probing Questions

YesNo

Close Ended Questions

WhatWhenWhereWhyWhoHow

Open Ended Questions

Ask and you shall get it!

Confirmation Questions: (to handle objections) e.g. ‘Sir you mentioned that you are looking at fixed interest rates looking at the market, am I right?

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Role Plays

• Your trainer will share the

outline of this activity

• Please follow it carefully to

master the technique

• Give your best shot

• Mistakes are welcome

• Please adhere to given time

frames

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Approach

Prospecting

Meeting

ElaborateElaborate

Closing

Generate Referrals

Servicing

Objection Handling

Services Menu card

Probing

Sales Process Chart

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Why Elaborate

Essential step to ensure that client understands the design of the product and his options

Information collected using probing is used at this stage to offer the correct solution

Purpose is to ‘work out’ a solution using our products

Helps us in recommending ‘most appropriate’ solution to the customer’s requirements

Good elaboration prevents objections

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Approach

Prospecting

Meeting

Elaborate

Closing

Generate Referrals

Servicing

Objection Handling

Objection Handling

Services Menu card

Probing

Sales Process Chart

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What is an Objection?

There are different views on Objection:

• An objection is a concern that forms an important part of sales process

• An objection is a symptom of “Resistance to Sales”

• Objection is a step towards understanding the customer better

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Why customers raise Objections?

• Need for more information

• Voicing concern and seeking comfort

• Basic resistance to buy

• May be as an excuse…

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Why customers raise Objections?

When it comes to financial products

• Wrong ideas / notions / misunderstanding

• Confusion with other Financial Instruments

• Long Term Commitment

• Earlier experiences!?

• Any other?

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Different CustomersDifferent

CustomersDifferent

ObjectionsDifferent

Objections

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Types of Customers…

• Business – like

• Knowledgeable

• Friendly

• Shy

• Egoist

• Hostile

• Any other?

Know the customer

, know the

objection

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Technique

Accept it (in your mind)

Restate / Rephrase it

Think about it

Answer it

Confirm with the customer

Close (try to close)

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Product Features

Explanation of the working of the features

(IT DOES)

Benefits that the prospect would derive due to the advantages

(FOR YOU)

Advantages

Features

Benefits

Use the FAB language

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Approach

Prospecting

Meeting

Elaborate

ClosingClosing

Generate Referrals

Servicing

Objection Handling

Introduction

Probing

Sales Process Chart

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Global Research…

• 68% of Sellers Canada have found closing better when they met up with prospects at their Residences

• 26% of Sellers have found themselves Closing better at Clients office if the clients were from financial background

• 73% of Sellers have said that spouses had a role to play in Closing & in fact more persuasive

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How Many Times Do I ASK?

• Zig Ziglar on Selling:– 46% ask ONCE and quit

– 24% ask TWICE before giving up

– 14% ask THIRD time

– 12% hang in there to make FOURTH attempt

– 96% QUIT after making 4 attempts to close

– 60% of all sales are made after fifth closing attempt

– “4% Salesmen” make these 60% SALES!

Let us say

ABC: Always

Be Closing!!

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Types of Closes…

1. Hot Button Close

2. Objection close

3. Opinion close

4. Ben Franklin Close

5. Summary close

6. Door Knob close

Let us say

ABC: Always

Be Closing!!

List not exhaustive! Practice before use is necessary!

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Hot Button Close

90% buying decisions are made on 10% features /

advantages / benefits

Find the Key Benefit, that your Prospect is “looking for” or

has “appealed” him

Invite Objection – ask open ended neutral/leading questions

“Question Skillfully” and “Listen Carefully”

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Objection Close

Take the objection and make it the reason to buy

What if interest rates fluctuates abnormally

Foreclosure !!!!!!!!!

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Opinion Close

After presenting the “solution” and matching with the need invite

his OPINION

“Does this product now meets most of your needs?”

Keep seeking his consent while doing the elaboration

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Ben Franklin Close

Write down at least 5 reasons how the Plan meets the

Prospect’s Needs.

In the Process summarize every single feature, advantage

and benefit of the Plan.

Invite client to balance it with ‘cons’

Close using positive balance

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Summary Close

Assuming that the Prospect is willing, start the process of

documentation and seek his participation:

‘Mr X, as you were interested and we have discussed

the product and the most viable options… can we go

to the paperwork now?

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Door Knob Close

With very stubborn Prospects, thank him for the time and just pack your bag and walk towards the door.

Turn back and ask – Before leaving May I ask you 1 simple question that would help me in my

profession? What stopped you from buying this Plan?

This is final and last effort to invite the key Objection If you get it, you could make your day!

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