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Chapter 12 “Tools & Tips” Objectives. How should I listen and why is it important? What role does networking play in sales? What is an elevator Speech? – write one How do we use account profiles and customer data? Review the components of a good call plan. - PowerPoint PPT Presentation
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Chapter 12 “Tools & Tips” Objectives
1. How should I listen and why is it important?2. What role does networking play in sales?3. What is an elevator Speech? – write one4. How do we use account profiles and customer data?5. Review the components of a good call plan.6. What is a call report and why have them?
Chapter 8 2
Listening
• It’s boring to hear the ___________________ over and over
• People generally care more about themselves than others
• There are often _______________________
Chapter 8 3
Listening
• Listening is the most critical ________________
• People seldom will tell you that you are a poor
listener
They just find somebody _______________________
Chapter 8 4
Active Listening• Listen to • Listen for the the customer says it• Carefully observe all • You must listen for three types of
information:• _________________• _________________• _________________
Chapter 8 5
Listen for Facts . . .• Use to help make
sure you understand the implications of what the customer is saying
• “Sub-verbally” support the customer and encourage them to keep talking • Use . . . “Oh?” “Yes,” “I see,” a raised
eye-brow or a nod of the head• Use what you just heard
Chapter 8 6
Listen for Facts . . .• _____________________draw diagrams or fields, or draw organizational
diagrams-with permission• It keeps you _________________• It helps you remember• It lets the customer know you think what they
are saying is importantCustomers don’t like to repeat things they think you
should remember
Never
• _________________________________________________________
_____________________________
• interrupt the customer or stop listening before the customer has __________________
Chapter 8 7
Listen for Feelings . . .• Feelings may be more important then facts
when a customer is making a major purchaseListen to: • ____________________ the customer is talking• ____________________ about a problem or opportunity• ____________________ about an issue• ____________________ to move toward a result
Chapter 8 8
Listen for Cues…In general customers share information when …
• They are _____________ with the salesperson
• They believe the salesperson might be able to ______________
• They have a ________________________
• They want to communicate their ________________________
Chapter 12 9
Networking
1. Link with decision makers in _____________
2. Establish ______________ as a professional
3. Increase contacts in ___________________
4. Share resources with others – ______________________________________________________________________________
Best of theBest
Chapter 12 10
Everyone is connected.
• The results of Stanley Milgram’s “Small World” experiment on social connectedness are often summarized as showing that “six degrees of separation” exist between any …
______________________________• Facebook experiments conducted by
the University of Milan in 2008 showed the number was 5.28 connections, and in 2011, was 4.74.
Chapter 12 11
Network Linkages
• Using your network effectively means planning for how to ______________________________________
• Through your connections with others
You
Tom
Laura
Are roommates with
Whose mother is
Sam
Whose is in Rotary with
Your Dream Employer
Who is the head of human resources at
Chapter 12 12
Networking
• Linkages are only one part of networking• Effective networking requires• ____________________________________• ____________________________________• ____________________________________• ____________________________________
Best of theBest
Chapter 12 13
Networking
• The Best sales persons participate in activities that provide opportunities for networking• Chambers of Commerce• Industry organization• Philanthropic Activities• Service Organizations
• A “bonus” from serving others is the opportunity ______________________________________________
or introduce you to others
Best of theBest
Chapter 12 14
Networking Events
• Networking often takes place at events that require specific ________________• Managing the logistics of balancing
a plate, napkin and drink in your left hand
• So that you keep your right hand free to shake hands and ________________________________________________________________________________
• Strategically “working a room”
Best of theBest
Chapter 12 15
Networking Events
• Remember that:• There are often people who are nervous
at these events• These aren’t ___________________ (where people line up to see others) nor
are they just ______________________• Have a brief description of yourself and
your company to share
Best of theBest
Chapter 12 16
Networking Tips
• __________________• Whom do you want to meet?• What kind of outcome do you want?
o Contacts to follow up with latero Be positive & your self, not too
_________________________ o Look for ____________________
• Look for clusters with someone ________________________________________________________________________________
Best of theBest
Chapter 12 17
Networking Tips
• Introduce yourself• _____________________• _____________________• _____________________
• Introduce your company (Elevator Speech)• What your company does• What kinds of customers your
company works with• Positive aspects of your reputation• Facts, not bragging
Best of theBest
Chapter 12 18
Etiquette• Nametag on right lapel• Drink, napkin, plate in left hand• Business cards in an accessible pocket (not in
your hand)• Pen accessible (for making note on card)• Promises, connections
• Do not form a line• Be positive (food, atmosphere, event)• Excuse yourself before leaving a cluster• Move slowly between groups• Don’t sell your products here
Chapter 12 19
Networking Tips
• Ask a question• _________________________________• _________________________________
• Find common interests• Industry news• Topics of mutual interest
• Suggest a meeting at some time after the event (if appropriate) & follow-up
Best of theBest
Chapter 12 20
Elevator Speech
• 30 seconds, less than a 100 words • __________________________________________• Written, memorized and rehearsed so it is
natural, conversational, positive & confidently delivered
• Describes your competitive advantage• Answers the question, ___________________• Could include a brief follow up story that
illustrates your point …_____________________
Best of theBest
Chapter 12 21
Elevator SpeechBest of theBest
Company nameDoes Helps, assists, works with [what customers]In order to Perform, conduct, provide, create [what value]By or through Brief description of products or services in lay
terms [product overview]Which is unique because
How you are unique [competitive advantage]
Which allows them to
Be successful, earn money, work with their clients more effectively [benefit of your value]
An example of this is…
Factual evidence [brief story of someone you helped without naming names unless you have permission to do so]
Chapter 12 22
Account Profiles and Customer Data
• The best of the best know that understanding the complex customers they work with• Can’t be left to ______________• And good intentions
• Strategy begins with _______________________
Best of theBest
Chapter 12 23
Call Plans
• Call plans should be ________________• An agenda could be __________________________________________________• It shows that you’ve planned• They will take it more seriously• Doesn’t have to be detailed
_________________o Introductiono Clarify challenges or goalso Discuss potential solutionso Next steps
Best of theBest
Chapter 12 24
Call Reports
• After each call record some notes• While it’s fresh To make sure any
promises made are __________________• Call reports are easily shared with others• Helps to _______________________________• Coordinates efforts _____________________• Shares what you’ve been doing with
the ___________________
Best of theBest