Embed Size (px)
Citation preview
The Selling Process
The Selling Process1. Greeting 2. Qualifying the Customer3. Presentation “Pitch”
Solution Selling – Feature vs. Benefit Selling
Increasing UPT – Up selling
4. Handling Objections5. Closing6. Referral 7. Follow Up / Referral #2
AGENDA
What is the oldest profession in history?
SALES 101
The 5 characteristics of a great sales person:
IntegrityEnthusiastic & Passionate
UnderstandingEffective Communicator
Team Player
SALES 101
How do I do my best EVERY day?
SALES 101
1. Wake up early.
2. Love what you do.
3. Covert anger to resolve.
4. Take every “NO” as “NOT YET”
5. Read for 20 minutes every day.
6. Tell yourself you’re the best!
Customer Profile
The Selling Process
Selling Process
6 Step Sales Process
Selling Process
1.Initial Contact - greeting2.Qualifying the customer - building
rapport3.Presentation / Pitch4.Handling Objections5.Closing 6.Follow Up
Initial Contact
Selling Process
START ON THE OUTSIDE:
Initial Contact
Look at your store’s exterior!• Things to watch:
– Siding or brick – keep it clean and in good shape
– Signage – keep it lit and clean– Awning – keep it clean and free of rips– Parking Lot – free of debris– Sidewalk – free of debris, cigarette butts,
shoveled, tripping hazards, ect.– Windows - clean and clutter free. Make sure
junk from the inside is not showing on the outside (i.e. boxes)
INSIDE:
Initial Contact
Stand just inside your front door and see what your customer sees!
Customer’s vantage point just inside the door:– Rug, carpet, tile– Posters and wall coverings– Lighting– Displays– Furniture layout
YOU:
Initial Contact
Your appearance should be:
• Nicely dressed
• Nicely groomed
• Enthusiastic
• Attentive
• Friendly
• AWAKE!
Greeting the Customer
Initial Contact
THE MOST IMPORTANT FACTORof your initial contact is your approach!
Your approach will have a lasting impact on the customer and will drive the
direction of your relationshipwith them from that point forward.
5 second / 5 step Rule:
You have 5 seconds or 5 steps
from the time the customer enters the store to greet them!
Initial Contact
BEATTHE
CLOCK
Tips for Greeting Customers:
Initial Contact
• Have a positive attitude• Greet with their name• Be personal then professional• Ask specifically how you can help
them• SMILE – and KEEP SMILING• Shake hands• Make steady eye contact• Have an agenda ready• Focus on the customer
5 Greetings that will boost sales with walk-in customers
Initial Contact
“Well, Hello! It’s nice to see you again!”
“Hi, you’ve been in before haven’t you?”
“Thanks for blowing in today!”
“That’s a cool phone (or bluetooth headset)!”
“Have you looked at this BlackBerry before?”
Communication
Initial Contact
7% -- Verbal
38% -- Tone
55% -- Gestures and Mannerisms
Qualifying the Customerand Building Rapport
Selling Process
Why do we qualify?
Qualifying
? ???
What are buyers looking for?
Qualifying
1. A noticeable difference in your service and your competition.
2. A better perceived value in buying your service vs. your competition.
3. Little or no risk in purchasing from you.
4. The buyer must like you, believe you, have confidence in you, and trust you.
4 ½. Lowest Price.
Pre-Qualifying
Qualifying
“I can tell by looking at him – he’s just browsing.”
“They’re just old folks killing time.”
“Oh no, not another schlep looking for a cheap phone.”
What is wrong with this mind frame?
3 things you have to find out:
Qualifying
1. What your customer wants.2. What your customer needs.3. What your customer is willing to
spend.
BUT… You cannot ask directly!
A CLOSED end ?“Do you travel nationwide?”
“Do you use email?”
“Do you like flip phones or sliders?”
ALWAYS Ask open ended questions!
An OPEN end ?“Tell me about where you will
be using your phone?”
“How would email on your phone be beneficial?”
“Which phone do you like better – the BlackBerry or the
HTC?”
Never ask a question leaving you with a yes/no or one word answer.
Ask questions that begin with
Who, What, Why, Where, When
Qualifying
Qualifying Exercise
Qualifying
The way you sell should be just as big of an advantage as the
product or service you’re selling.
Building Rapport
Tom Hopkins - Customer Fears
Building Rapport
What is rapport?“Whenever you meet a customer, visualize that person as
an honored guest in your home. When you welcome guests into your home, you’re honestly happy to see them and want to make them feel welcome and at
ease.”
-Earl Taylor (Dale Carnegie and Associates)
Building Rapport
5 tips for building rapport (trust)
1. Be mindful of your body language gestures. Be positive!
2. Create harmony.3. Make eye contact and listen with genuine
interest.4. While qualifying: ask open ended questions
and clarifying questions.5. Dress and act professional.
Building Rapport
Presentation “Pitch”
Selling Process
What is a Sales Presentation?
Presentation
“A sale is not something you pursue, it's what happens to you while you are immersed in serving your customer.” -- Zig Ziglar
What is YOUR Sales Style?
Type F
You're a "Finder."
Type M You're a "Minder."
Type GYou're a "Grinder.“
Source: Entrepreneur Magazine-Ray Silverstein
Presentation
Things to consider while presenting:
Sincere compliments will get you somewhere
Make your customer feel important
Use testimonials
Presentation
Things to consider while presenting:
Senses sell emotions
Transfer possession of the product
Speak in your customer’s language
Presentation
Things to consider while presenting:
Be honest and up front about any shortcomings
Be enthusiastic
Ask confirming questions - Continuously check your customer’s temperature
Presentation
Most Important!
Sell the benefits not the features!
“Sell the Sizzle, not the steak!”
Solution Selling
Up Selling
What is up-selling?
Discovering what your customer needs, pinpointing how your product/feature can fill
that need, and offering to help them come up with the solutions that will benefit them.
Up Selling
WHY UPSELL?•Enables customers to save money!
•Lowers customer’s aggravation because you have fulfilled their needs.
•Lowers number of return calls to you – Buyers Remorse.
•It’s FUN competition!
Up Selling
3 Biggest mistakes in Up-Selling
No attempt is made to up-sell.
The Rep. comes across being too “pushy”.
The up-selling is made in an unconvincing manner.
DON’T be scared to UP Sell !1. Fear of losing the core sale2. Fear of being pushy3. Lack of product knowledge4. Lazy selling habits
ALWAYS up-sell features and accessories!
Up Selling
Overcome Objections
Selling Process
Every sale has five basic obstacles:
Overcoming Objection
1. no need2. no money3. no hurry4. no desire5. no trust
Get back on the horse!1. Determine why they really didn’t buy.
Key is to get your customer to speak openly with you. Many customers feel that they need use a generic reason like “high price” to disguise the truth in order to avoid hurting your feelings.
2. Do your homeworkHow your service rates on a side by side comparison. How will utilizing your service help alleviate their issues?
3. Get their attentionBe creative and determine a specific advantage that your product will provide them. There are dozens of benefits that you could promote – your job is to uncover the ONE that will get your customer speaking with you again.
4. Become more than a salesperson – Become a resource.Offer to give them a tutorial on the phone before they leave. Determine how you can be beneficial to them above and beyond the product you’re selling.
5. Stop selling products and start selling service.Always remember the customer experience! This is
not only how you will win customers but this is also how you will keep
them!
Overcoming Objection
Standard Objection Protocol
1. Listen – hear WHY they are refusing to purchase2. Empathize – “I understand your reasoning for not
purchasing a text package”3. Clarify – “Based on our discussion though you told
me that your daughter was sending more SMS right?”
4. Justify – “Purchasing an unlimited bundle of SMS for only $15 will ensure you never get another surprise bill like you did with USC again.”
5. Encourage – Appeal to their emotions. “I am sure that your daughter will love you more if you allow her to keep texting instead of taking away her phone after she sends her 100 text in a given month.”
Overcoming Objection
Closing
Selling Process
Closing is NOT an event it’s a Process!
Closing is the process of helping people make decisions that are good for them.
Closing
Why should we close?
When should we close?
Who should we close?
Closing
How do we close?Closing Techniques
Affordable Close - ensuring people can afford what you are selling.
Assumptive Close - acting as if they are ready to decide.
Best-time Close - emphasize how now is the best time to buy.
Cost of Ownership Close - compare cost over time with competitors.
Humor Close - relax them with humor.
Testimonial Close - use a happy customer to convince the new customer.
Closing
Test “Trial” CloseCheck the temperature – Ask questions that assume
they have already bought the product.
“It looks like you really like the Curve – do you like it better than the HTC?”
“Would you prefer the 1000 text or the Unlimited text package?”
“Would you want a bluetooth headset with your new Razr?”
Closing
What do you do after asking a closing question?
“BE QUIET!”
Closing
Buying signs:
Verbal Signs
Visual Signs
Closing
Simply asking for the up-sale will increase your productivity by 70% and
make your day so much more fun!
Ask for the sale!
Closing
Follow-Up
Selling Process
Most of your buyers know people who would be interested in buying whatever they
bought. Your job is to help them come up with those names.
Do you have your referral-getting questions memorized?
Follow-Up
ASK FOR REFERRALS!1. 1 week after purchase – call and see how they are
liking their new phone. Ask for referrals!2. After 1st Bill – call and see if they have any questions on
their 1st bill. Ask for referrals!3. After 1st 3 months – send thank you letter. Include
upsells like accessories or new features that they could benefit from. Ask for referrals!
4. After 1st year – call and see if their calling trends have changed and they are still on the right plan. Offer upsells like accessories and features. Ask for referrals!
5. After 90% of contract – call and ask for renewal! Offer discount on new phone. Offer new accessories. Ask for referrals!
Follow-Up
Re-Cap Sales Process
1. NEVER take “No” for an answer.2. Sell value first.3. Treat ALL customers like family.4. Always tell the truth.5. Prospect everyday.6. Keep a positive attitude.7. Return EVERY phone call and email.8. Under-promise and Over-deliver.9. Always be enthusiastic.10. ALWAYS BE SELLING!
10 Commandments of Sales
Thank you
