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Do you think that only your sales person are selling your product or service? Think again. Each employee in your company can make or break the sale. Learn how to teach your employees some "soft" selling skills.
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SUBTITLE HERE
Beyond Service…Everyone SellsDEMO SessionNovember 12, 2009 • 1:00 pm
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Housekeeping Items:– The phone line WON’T be muted, please put
your phone on mute– This webinar is being recorded
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Saving Today’s Presentation Slides:To save a copy of this presentation, you can only do so during today’s event. Go to the file menu at the top left corner, select transfer, and when the transfer box appears on your screen, double-click on our document to save to your PC.
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Webex 101:
Click to raise your hand
Click to answer YES to a question by the instructor
Click to answer NO to a question by the instructor
Use emoticons to express your feelings
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How to Use the White Board
Annotation Tools
Text Tool
You must hit the Enter Button to display your response!
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Learning Objectives for Today:1. Present the e-Learning Live approach to the topic of
maximizing existing customer relationships.2. Give you the e-Learning Live approach to identifying and
unlocking the potential of non-sales employees.
Content Agenda:1.Effective soft-sales techniques for all
employees to use during customer interaction.
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ShareYour Point
ofView
When you hear the word SALESPERSON, what type of person comes to mind?
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Most people don’t think of themselves as being in sales yet anyone who interacts with a customer in even the smallest way, is selling.
We are all in Sales
•Receptionist, support
•Call Center, technical
•Fulfillment, shipping
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MYTH:
Sales is hard, scary, intimidating, awkward.
Can you list any other negative perceptions?
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TRUTH:
Sales is as simple as being a good listener, asking questions, caring and solving problems!
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You are a Natural Influencer
Most people have un-tapped sales abilities and they don’t even know it.
•Getting your kids to do what you want them to.
•Motivating spouses and family
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Why does my influence matter?All businesses depend on their common unit of wealth, known as the
CUSTOMER.
Success depends on long term business from repeat customers. Unhappy customers never return, happy customers are loyal and bring others with them.
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How can I use my influence with a customer?
•Start with a caring attitude.
•People won’t care about you until they know how much you care about them.
How can you quickly let a customer know that you care?
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Listening skills
Listen first, talk later. Before you can influence a customer you first need to have a clear understanding of their needs.
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Rapport Building
Building rapport is the most important part of influencing (selling).
The goal is to connect without dominating the conversation.
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ShareYour
Experience
Using the white board, let’s list easy ways to build rapport.
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What are you projecting?
Your voice accounts for most of the impression you make. What do you want your tone to reflect?
“You are important to me
and I am happy to help you!”
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What does the customer want, really?
•To be heard
•To feel important
•Problem solving
•Action
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Is the customer always right? Even when they are irrational?
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Most customers have no idea what they need, but they do know they have a problem. Start from that point and work toward solutions using your unique knowledge and skills.
Try this:
Fast way to calm an angry customer: “I understand you have a problem and I’m going to make sure it gets fixed”. Then fix it, no excuses.
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Customers for life….making a lasting impression
When your entire organization cares, it shows
This hand written note cost 44¢ and took less than five minutes of effort to produce.
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Identifying the potential of non-sales employees
•Professionalism
•Communication and grammar skills
•Empathy
•Consistency
•Caring and diligence
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How to choose the right person for a sales position
•Consider the interview to be their best sales pitch. Hold a high and critical standard of evaluation.
•Don’t ignore subtle signs that bother you.
•Look for the candidate to get you excited and fired up.
•Keep the focus on your questions not theirs.
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5 Revealing sales Interview questions
1. What are you most passionate about?
2. Walk me through a typical weekend in your life.
3. What area do you need the most improvement on?
4. Tell me about a sales accomplishment you are proud of.
5. Give me an example of sales disappointment, how you handled it and what you learned as a result.
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What you are looking for;
•Motivation
•Priority
•Resilience
•Engagement
•Humility
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Summary
•We are all selling something. Any job or task calls for the ability to connect, listen, share and persuade others.
•Employee emphasis on soft selling can have a dramatic impact on customer retention and satisfaction.
•Happy customers return often and bring others with them.
•If you find your employees interesting and engaging, chances are your customers will too.
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ClosingFeedback
Thanks for participating!
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Thank you for your time!
Alicia [email protected]
Kristie [email protected]
Next Demo Class is @ 1pm CDT/2pm EDT