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Part A: Success in Sales & Marketing begins with your own Potential (1 hour) 1. Attitude, Character, and Habits 2. Maximizing your Potential 3. Building Relationships and Networks 4. Sales & Marketing: Why both are important Part B: Success in Marketing (30 mins) 1. Overview of Marketing Strategies and Concepts 2. Introduction to Different marketing Options: Mass/Indirect Marketing Techniques, Targeted/Direct Marketing Techniques, Guerilla and Word-of-Mouth Marketing 3. How to develop a “Total Marketing Plan” introduction Part C: Success in Sales (1½ hours) 1. Sales Mindset 2. Laws of Selling 3. How to Influence other people 4. Tele-Sales Tips 5. Practical and Easy-To-Learn Techniques to increase sales
Citation preview
Success inSales & MarketingIntroduction and Overview on success in
sales and marketing
Basis Marketing Sdn Bhd19 July 2008
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Congratulations.
You are going to die.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Congratulations. You are going to die1. Every year is a game2. The objective of game is to build up your
“Achievement CV” from Jan 1 to Dec 31. 3. How much difference can you make to yourself,
others, company? How much difference did you make last year?
4. Forget about last year, its past, even if you did very good or very bad
5. This is a New Year. So we have to start with a New Beginning.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
You are good.
That is already proven.
But being good is not enough.
Why are you here?
A. Begin with your Dream, your Goal
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Begin with your Dream, your Goal1. What do you really want?2. Aim for more. It is better to aim 100 and
get 50, than to aim 10 and get 10.3. No one will give to you your dream. You
have to get it yourself!4. It’s never too late to start.5. What price are you willing to pay to get
your dream?6. Don’t let anyone look down on you.
B. Begin with your Attitude
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Begin with your Attitude• It is difficult to list down Good Attitudes. It
is easier to list down Bad Attitudes– Complaining– Openly criticizing– Refuse to listen to advice– Think you are the best– Refuse to improve yourself– Always think you are right, everyone else is
wrong– Thinking that everyone owe you something
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Begin with your Attitude1. Be careful of the ‘us’ vs ‘them’ thinking.
2. Serve before expecting to be served
3. Have high standards for yourself
4. Never complain about how hard you work
C. Begin with your Habits
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Begin with your Habits1. Steps to Success…
– Your success depends on what you do.– What you do depends on who you are. – Who you are depends on Habits
2. What we do, say and think is 90% controlled by habits.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Begin with your Habits• Control your habits, and you can control
your Success.
• Failure is also because of habits.
• Develop the right Habits – SALES HABITS
D. Begin with Relationships
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Managing your RelationshipsBasics of Relationships
1. Why?
2. Good performance & skill won't get you very far. You need others to succeed
3. Five Rules for Successful Relationships:a. Be Yourself
b. Be of Value
c. Be Consistent
d. Be Truthful
e. Do What You Say
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Managing your RelationshipsBasics of Relationships
4. You cannot get people to listen to you if they don't like you.
5. And if they don’t listen to you, you won’t accomplish anything!
6. Relationships = Expectations.
7. You must know the expectations and manage those expectations.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Managing your Relationships: People Skills
1. People are interested in themselves, not in you
2. What is the most interesting subject in the world to them? THEMSELVES
3. Take four words out of your vocabulary: “I, me, my, mine” and substitute for the most powerful word: “YOU”
4. Remember that the more important you make people feel, the more they will respond to you.
5. Avoid arguing.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Communication SF
LINA
Listen with interest and praise
make the person feel Important
use their Name
Ask questions
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Personality SF
S + FH + C
Smile
Firm Handshake
Compliment
E. Begin with your Potential
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
1. Grow up
2. Understand Yourself
3. Invest in Yourself
4. Eliminate “Cannot be Done”
5. “You are being observed all the time”
How to reach your maximum potential
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
6. “Everything depends on Relationships”
7. Choose your close Friends
8. Serve
9. Control and use your Emotions
10.Discipline
How to reach your maximum potential
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
“You will be same person in five years except for
the people you meet and the books you read”
Charlie “Tremendous” Jones
Marketing. Why should I buy from you?
Next Stop….
The Art and Science of Creating Excuses to Buy
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
“Cow don’t drink water, cannot push
cow head down”
Chinese Proverb
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Marketing vs. SalesMarketing Sales
Target Customers Sell to Target Customers
Create Message Deliver Message
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Real Life Marketing Objective
“Get more people, to buy more things, more frequently, at higher prices.”
Sergio Zyman
“Retention and Loyalty are useless if No Conversion is happening.”
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Philosophy
Loyalty is Useless…
• Virtual Consumption vs. Real Consumption
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Philosophy
Loyalty is misleading…
• Heavy Consumption ≠ Loyalty
• Loyalty ≠ Heavy Consumption
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Philosophy
1.Loyalty = Relationship (something like Dating)
2.Loyalty ≠ Points3.Loyalty ≠ Redemption4.Loyalty = Get more people, to buy
more, more frequently, at higher prices
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Marketing = War• Two countries fighting for the same
land.
• Zero sum game. It’s either theirs or ours.
• The sub goal is to get customers to:– Switch from the competitor to us, OR
– to get non-customers to try our products.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Positioning
“Hope is not a strategy”John Maxwell
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Positioning• For who? – Segmentation,
Targeting
• Your Offer?
• Key Differentiator?
www.myCNI.com.my
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Dilbert® on ‘Targeting’ Customers
Smart Dumb
Rich
Poor
No Start
No Goal!
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Why ‘Target’?• MAS vs. Air Asia
• McDonald’s vs. TGIF
• Starhill vs. Chee Cheong Kai
Save Time
Save Energy
Save Money
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Typical Targeting
1.Demographic/Industry segmentation
2. Income/Size segmentation
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Demographic Segmentation - General
Veterans (Pre-Boomers)1934-1945
Boomers1945-1960
Gen X (Cusper, Buster)1960 - 1980
Gen Y (Millennials, Netster)
1980+
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Demographic Segmentation - others
1. Women, Working Mothers
2. Youtube generation
3. Working retired
4. Social Activists
5. Work/Life balancers
6. Industry
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Income Groups
Urban, Affluent
Middle Class
Poor,Rural
Expensive, cutting edge, private funds
Government priority, high subsidy, rural locations, cheap
No money for high-end, no access to low-end
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Target: Customer Types1. Don’t know you
2. Know you, Buy from you
3. Know you, don’t buy from you
4. Know you, Hate you
You need to have a different strategy for each of these types
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Target: Customer Types
Buy From you
Loyal Swing Former
OppositionAgain: different type,
different strategy
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Sample Strategies for ‘Swing’• Increase switching
costs• Mega packages• Community• Reward programs
(Points)• Membership
Subscription• Email communication
• Newsletters• Personalized alerts• Survey• Suggestion Box• Switching Techniques
(e.g. Balance Transfer of credit cards)
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Target: Decision Chain
Influencer
Buyer
User
Again: different type, different strategy
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Target: Not Covered**• Product (features)
• Pricing (how much to sell)
• Place (where to sell)
• Promotion (incentive to buy)
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
KEY MESSAGESWho am I?
What do I offer?
Support?
End benefit(s)
Tagline:
In other words:
“Why should I buy from you?”
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
MESSAGE: Basics & Differentiators
Segments
Targets
Targets
Basics
Differentiators
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
The Right Tools for the Job
Reach of Communication
Qua
lity/
Inte
nsity
of
Com
mun
icat
ion
Personal (exp)
Personal (info)
Impersonal (info)
Individual Mass
Mass Traditional, In-home, Out-Of-Home
Mass Unconventional
Mass Online
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
The Right Tools for the Job
Reach of Communication
Qua
lity/
Inte
nsity
of
Com
mun
icat
ion
Personal (exp)
Personal (info)
Impersonal (info)
Individual Mass
Mass Targeted Conventional
Mass Targeted Online
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
The Right Tools for the Job
Reach of Communication
Qua
lity/
Inte
nsity
of
Com
mun
icat
ion
Personal (exp)
Personal (info)
Impersonal (info)
Individual Mass
Individual Targeted Conventional
Individual Targeted Online
Contests
One-on-One
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Summary of Marketing
Target
Message
Delivery Tool
Improve Sales. Kill the Competition. Enjoy Life.
And now for….
Laws, Tips and Techniques for Boosting Sales Performance
What business are you in?
But first…
What are you selling?
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Marketing vs. SalesMarketing Sales
Target Customers Sell to Target Customers
Create Message Deliver Message
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Sales Mindset1. If I don’t get it done, they will get
someone else to do it
2. Overall/Ultimate end-objective
3. Accountability
4. Positive persistence
5. Failure acceptance
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Sales Mindset6. Partnerships win – some else always
wants what you have and vice versa
7. Ready to Sacrifice
8. There are always people better than you
9. Learn, before you need it
10.There will always be jerks in your way
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Universal Law
Law of the Ping-Pong Ball
a.k.a. Law of Cause and Effect
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of ‘Averages’1. Sales has always been a numbers game
2. 20/12/8/3
3. Go Wide, Dig Deep
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Averages in Action• 20 contacts = 3 presentations
• 3 presentations = 1 sale
• 1 sale = RM120
• What is your sales statistic?
• RM120/sale, RM0/two others?
• RM6 per contact?
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Buy-in1. People will always buy ‘You’ first, before
they buy the product
2. Respect, Credibility, Trust, Love/Hate
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Annoyance1. Things our prospects and customers wish we wouldn’t
do that really annoys them:– pushy.– call too much.– disrespectful of their time.– keep calling if they say they’re not interested.– appear not to understand them, – don’t listen.– don’t know about our own products/ services.– rude, arrogant, or inattentive.– vague or unclear.– won’t take no for an answer.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of 24/71. In sales, there is no such thing as 9-to-5
job
2. Sales is a 24 hours, 7 days a week ‘life’
3. You never stop ‘selling’
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Q&A1. No one likes to listen to ‘sales talk’
2. The more QUESTIONS you ask, the more sales you get
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of the Panadol1. Creative solutions for customers will
always come from the ‘problems’
2. Sales is about ‘solving the problem’ not selling the solution
3. Example: We do not sell Panadol. We sell quick headache relief in 30 seconds.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Momentum1. Never aim for the Big Bang. There is no
such thing.
2. Achievement comes from building momentum
3. “Start Small, Grow Fast, Make Money”
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Clarity1. A confused prospect will never buy
2. Avoid ‘jargons’ and ‘features’ and ‘latest this and that…’
3. Do not assume they understand you.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
How not to talk to Retail External Parties
“The holder [of a CAB certificate] may continue to serve regularly any point named herein through the airport last regularly used by the holder to serve such point prior to the effective date of the certificate. Upon compliance with such procedures relating thereto as may be prescribed by the Board, the holder may, in addition to the services hereinabove expressly prescribed, regularly serve a point named herein through any airport convenient thereto.”
Civil Aeronautics Board, 1977
www.myCNI.com.my www.OOBEY.com
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
How not to talk to Retail External Parties
“It has been determined not to be in the public interest that United Airlines continue to provide air transportation services between San Diego and San Antonio”
“I forbid United Airlines to fly between San Diego and San Antonio”
www.myCNI.com.my www.OOBEY.com
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Powerpoint1. Two major problems with people who
always use slides:1. Do not know how to use them2. Talking too much
2. DO NOT talk to the slides when presenting.
3. DO NOT fit many things into one page4. DO NOT get fancy with slide transitions,
builds and other custom animations
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of the 3-point Plan1. List (A, B, C)
2. Plan
3. Convert (A, B, C)
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of No ‘No’1. Try not to get the prospect to say ‘No’2. ‘Always use the Temperature Test3. Some Trial Questions:
– "How does it sound so far?" – "Does that make sense?" – "Is this what you're looking for?" – "What do you think?" – "How close do you feel this comes to
meeting your needs?"
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Belief1. Never assume they believe you
2. Tell them only as much as they’ll believe
3. Point out the disadvantages
4. Use precise numbers
5. If you have something to gain, let them know
6. Use the power of the printed word
7. Let them know who else says so
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Comparison• Comparison. When Others Are Doing It,
You Should, Too.
• We view a behavior as correct in a given situation to the degree we see others performing it
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Authority• Authority. When the Source Is An
Authority, You Can Believe It.
• Humans by nature have a deep-seated sense of duty to authority.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Reciprocity• Reciprocity. When Someone Gives You
Something, You Should Give Something Back.
• We should try to repay, in kind, what another person has provided for us
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Consistency• Commitment/Consistency. When You
Take A Stand, You Should Be Consistent.
• Once we make a choice or take a stand (commitment), we will encounter personal and interpersonal pressures to behave consistently with that commitment (consistency).
• Involvement and Buy-in
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Scarcity• Scarcity. When It Is Rare, It Is Good
• Opportunities seem more valuable to us when they are less available.
• Things that can be scare: time, money, opportunity, physical
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Law of Self Perception• Self perception. We learn about
ourselves by observing our own behavior.
• If we observe ourselves doing some thing then we reason that we must like the thing.
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Door-in-the-face (DITF)• Make a LARGE request, then when it is
refused, make a smaller (real) request
First Step Second Step
get No! (large request) get Yes! (real request)
• Why DITF works?– Reciprocity.– Contrast
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Foot-in-the-door (FITD)• First make a SMALL request, then when
granted, make a larger (real) request
First Step Second Step
get Yes! (small request) get Yes! (real request)
• Example: Blood Donation
• Why FITD works?– Commitment/Consistency, Self perception,
Contrast
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Influence SF
PASSE
Praise and encourage
Ask questions
allow the person to Save Face
use SMART goals
Encourage small improvements
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Tele Dynamics1. What is the objective of a Telephone
call?2. To set up an appointment or another tele
call3. Why? Productivity – do not waste time
on ‘no use’ prospects4. What NOT to do in tele calls: long, facts,
explain, Q&A, defend, objections5. What to DO: create interest, next step
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Tele DynamicsWhat are the ‘next steps’ you should aim
for?
1. Another Tele-call?
2. Face-to-face?
3. Email & Follow-up?
4. Refer to Next Person?
5. Detect interest?
Some Final Thoughts
And now to end…
Who are you really working for?
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
“What scares me more than death?
It is that I lived, and died, and I did not do anything significant with my life.”
BASIS Sales & Marketing Program 2008 http://totallyunrelatedrandomanddebatable.blogspot.com/
Endnote
The rest is up to you.
Thank You.
soft copy of slides: www.totallyunrelatedrandomanddebatable
.blogspot.com