Presented by the Presented by the retail team of ENG retail team of ENG NigeriaNigeria

SELLING SKILLSSELLING SKILLS

HIGHLIGHTS(CONTENT)HIGHLIGHTS(CONTENT)

Attitude and Aptitude.Attitude and Aptitude.Understanding the potentials of the Understanding the potentials of the

target market.target market.Selling & Sales process.Selling & Sales process.Call planning & Territorial Call planning & Territorial

management.management.

Effective selling will requireEffective selling will require

Attitudes (the psychology of selling).Attitudes (the psychology of selling).

Aptitudes (Knowledge and Aptitudes (Knowledge and skills required)skills required)

AttitudeAttitude 80% of your sales success will be 80% of your sales success will be

determined by your attitude and only 20% determined by your attitude and only 20% by your aptitude by your aptitude

A positive mental attitude, or a constructive A positive mental attitude, or a constructive and optimistic way of looking at yourself and and optimistic way of looking at yourself and your work, goes hand in hand with sales your work, goes hand in hand with sales successsuccess

Developing the attitude of unshakable self Developing the attitude of unshakable self confidence and enthusiasm, no matter what confidence and enthusiasm, no matter what is going on around you is your passport to is going on around you is your passport to greatness is sellinggreatness is selling

Aptitude Aptitude complementing complementing AttitudeAttitude

The 20% of sales effectiveness that The 20% of sales effectiveness that comes from product knowledge and comes from product knowledge and professional selling skills is extremely professional selling skills is extremely important too. (Aptitude)important too. (Aptitude)

Aptitude (skills) is the basis of your Aptitude (skills) is the basis of your self confidence and self assurance self confidence and self assurance upon which a positive mental upon which a positive mental assurance dependsassurance depends

Positive Positive AttitudeAttitude Attitude is the way you communicate your mood Attitude is the way you communicate your mood

to customers or co-workersto customers or co-workers

It is a mindset or the way you look at things It is a mindset or the way you look at things mentallymentally

When you are optimistic and anticipate successful When you are optimistic and anticipate successful encounters with others, you transmit a positive encounters with others, you transmit a positive attitude and people respond favorably.attitude and people respond favorably.

When you are pessimistic and expect the worst, When you are pessimistic and expect the worst, your attitude often is negative and customers your attitude often is negative and customers tend to avoid you.tend to avoid you.

Self confidence Self confidence complementingcomplementing Selling SellingCan you convert strangers into Can you convert strangers into

friends quickly and easily? friends quickly and easily? Do you love new situations?Do you love new situations?Are you intrigued with the psychology Are you intrigued with the psychology

of meeting and building relationship of meeting and building relationship with someone you do not know?with someone you do not know?

Do you mind using a telephone to Do you mind using a telephone to make appointments with people you make appointments with people you do not know?do not know?

Do you feel intimidated by othersDo you feel intimidated by others

What affects self-confidence?What affects self-confidence?The Self -ConceptThe Self -ConceptThe bundle of beliefs you have about The bundle of beliefs you have about

yourself and your worldyourself and your world

Beliefs formed from your first Beliefs formed from your first experiences as a child, culminating experiences as a child, culminating over the years to a complex series of: over the years to a complex series of: Interwoven Ideas, Doubts, Fears, Interwoven Ideas, Doubts, Fears, Opinions, Attitudes, Values, Opinions, Attitudes, Values, Expectations, Hopes, Phobias, Expectations, Hopes, Phobias, Myths etcMyths etc

The self concept contd:The self concept contd: That which you have taken into your mind and That which you have taken into your mind and

accepted as accepted as true and have become the true and have become the operating instructions of your subconscious operating instructions of your subconscious computercomputer

They control every thing you think, do, say and They control every thing you think, do, say and feelfeel

In the absence of a deliberate change you will In the absence of a deliberate change you will continue doing, thinking, saying and feeling very continue doing, thinking, saying and feeling very much the same way indefinitelymuch the same way indefinitely

It provides you with a composite idea of who you It provides you with a composite idea of who you are and what you can doare and what you can do

Personal SkillsPersonal Skills Good communication skillsGood communication skills

Presentation skillsPresentation skills

Good interpersonal skillsGood interpersonal skills

Good influencing skillsGood influencing skills

Confidence without appearing arrogantConfidence without appearing arrogant

Self driven personalitySelf driven personality

A reasonable sense of aggressionA reasonable sense of aggression

Qualities of a good sales-person.Qualities of a good sales-person.

You must be:You must be:Enthusiastic Enthusiastic AttentiveAttentivePersistentPersistentConfidentConfidentCommittedCommittedSelf motivating Self motivating Good listenersGood listenersTeam playersTeam playersDisciplinedDisciplined

Characteristics of good sales Characteristics of good sales people.people.

Ambitious with a compulsive need to win.Ambitious with a compulsive need to win. A chronic hunger for money.A chronic hunger for money. Enjoy Recognition and the affection of Enjoy Recognition and the affection of

others.others. Self starter and entrepreneurialSelf starter and entrepreneurial A mind set that regards each objection, A mind set that regards each objection,

rejection or obstacle as a challenge.rejection or obstacle as a challenge. Energetic and Problem SolverEnergetic and Problem Solver Not Easily FrustratedNot Easily Frustrated Good CommunicatorGood Communicator Like peopleLike people

Human Psychology SkillsHuman Psychology Skills

Ability to understand and anticipate Ability to understand and anticipate human (customers’) behaviourhuman (customers’) behaviour

Ability to read non verbal Ability to read non verbal communicationcommunication

Identifying and respecting sensitivities, Identifying and respecting sensitivities,

e.g. religion, ethnic sentiments etce.g. religion, ethnic sentiments etc

Company & Product Company & Product knowledgeknowledge Company historyCompany history

Business objectives and role of the sales force in Business objectives and role of the sales force in meeting itmeeting it

Company policies and proceduresCompany policies and procedures Technical product knowledgeTechnical product knowledge

Product composition, features, Product composition, features, usage, usage, maintenancemaintenance

Product benefits to the Product benefits to the consumerconsumer

Strengths and limitations of Strengths and limitations of product to the product to the consumerconsumer

Market & Customer Market & Customer knowledgeknowledge

Key market featuresKey market features Market size and trendsMarket size and trends Key drivers of the marketKey drivers of the market Market segments/structureMarket segments/structure Key drivers of customer purchase Key drivers of customer purchase

behaviourbehaviour Customer personality and Customer personality and

motivationalmotivational triggerstriggers Potential of customersPotential of customers

Competitors’ KnowledgeCompetitors’ Knowledge Competitor strengths and weaknessesCompetitor strengths and weaknesses

Competitor performanceCompetitor performance

Future activities of competitorFuture activities of competitor

Any ongoing promotion or campaignAny ongoing promotion or campaign

Anticipated competitive activitiesAnticipated competitive activities

Performance of their new or existing productsPerformance of their new or existing products

Interest rates, prices, other consumer benefitsInterest rates, prices, other consumer benefits

New branches or new banks openedNew branches or new banks opened

Other financial institution activities e.g. insurance companies. Other financial institution activities e.g. insurance companies. Mortgage banking etcMortgage banking etc

Evaluating the market.Evaluating the market.

It is an attempt to do a forecast of the aggregate of the It is an attempt to do a forecast of the aggregate of the market you have the potential to compete in.market you have the potential to compete in.

Evaluating individual bank’s market potential is an attempt Evaluating individual bank’s market potential is an attempt at estimating the size of the market the bank is interested at estimating the size of the market the bank is interested in.in.

Total market demand gives a fair representation of Total market demand gives a fair representation of marketing opportunities that exist in the marketmarketing opportunities that exist in the market

The total market potential is the maximum amount of sales( The total market potential is the maximum amount of sales( in units or Naira) that might be available to all the in units or Naira) that might be available to all the competing banks during a period under a given level of competing banks during a period under a given level of industry marketing efforts and given environmental industry marketing efforts and given environmental conditionsconditions

Market Selection.Market Selection.

This is driven by SegmentationThis is driven by SegmentationSegmentation will enable a bank either:Segmentation will enable a bank either:

Define its market broadly enough to Define its market broadly enough to ensure that it is better focused and that its ensure that it is better focused and that its costs for key activities are competitive costs for key activities are competitive

ororDefine its markets in such a way that it can Define its markets in such a way that it can

develop specialized skills in serving them develop specialized skills in serving them by providing superior value proposition.by providing superior value proposition.

How do we segment our How do we segment our marketmarket

For Retail CustomersFor Retail CustomersDemographicDemographic

Socio-economic group, age, education, Socio-economic group, age, education, family size, etc. family size, etc.

PsychographicPsychographicLife-styleLife-style

Evaluating Customer Market Evaluating Customer Market SegmentSegment

Segment sizeSegment sizeSegment rate of growthSegment rate of growthSegment profitability Segment profitability Customer price sensitivityCustomer price sensitivityStage of industry life cycleStage of industry life cycleLikelihood of new entrantsLikelihood of new entrantsCompatibility with corporate missionCompatibility with corporate missionCustomers’ service needsCustomers’ service needs

Mass market.Mass market.

Cluster Sales (Association & Cluster Sales (Association & Artisans).Artisans).

Alliances e.g. Powa, Naowa, Nurtw, Alliances e.g. Powa, Naowa, Nurtw, Okada riders, Okada riders,

Markets- A market storm per week Markets- A market storm per week per market branch for effective per market branch for effective coverage as well as Cluster sales coverage as well as Cluster sales (through market associations)(through market associations)

Small BusinessesSmall Businesses Salary Accounts.Salary Accounts. Drive for referrals as a major Drive for referrals as a major

initiative for customer growth.initiative for customer growth.

Selling is ….Selling is ….

A complex process of teaching, A complex process of teaching, influencing, persuading, positioning influencing, persuading, positioning and overcoming natural buying and overcoming natural buying resistance to bring a prospect to a resistance to bring a prospect to a point where he or she becomes a point where he or she becomes a customer.customer.

The process of persuading a person The process of persuading a person that your product or service is of that your product or service is of great value to him than the price great value to him than the price you are asking foryou are asking for

Selling is …..Selling is …..

Is about persuading customers to acquire Is about persuading customers to acquire the product which best match their needs.the product which best match their needs.

Marketing facilitates selling(6ps of Marketing facilitates selling(6ps of Marketing)Marketing)

Personal Selling is an aspect of promotion Personal Selling is an aspect of promotion (others are Advert,PR,Sales promo, Direct (others are Advert,PR,Sales promo, Direct marketing, Personal selling etc)marketing, Personal selling etc)

Selling is the consummation of marketing’s Selling is the consummation of marketing’s effort to match what the org. is offering with effort to match what the org. is offering with what the customer wantswhat the customer wants

The Selling Profession ….The Selling Profession ….

One of the most important jobs in One of the most important jobs in society.society.

Nothing happens for your company until Nothing happens for your company until a sale is made.a sale is made.

When sales slow down and stop, When sales slow down and stop, businesses also slow down and grind to businesses also slow down and grind to a halt.a halt.

Sales people are the true heroes of our Sales people are the true heroes of our business and social system.business and social system.

The Selling Profession contdThe Selling Profession contd The job of selling can be tough and difficult, The job of selling can be tough and difficult,

the more the economy is growing, the more the more the economy is growing, the more competitive the market, the tougher it competitive the market, the tougher it becomes.becomes.

Selling is hard work, it always has been and Selling is hard work, it always has been and it always will be.it always will be.

You need continuous personal and You need continuous personal and professional development. professional development.

Whatever got you to where you are today is Whatever got you to where you are today is not enough to keep you therenot enough to keep you there

There is need for Professionalism There is need for Professionalism in selling because ……in selling because ……

The buying public is more sophisticated The buying public is more sophisticated and better educated than it used to be, and better educated than it used to be, and aware of the relative strengths and and aware of the relative strengths and weaknesses of products and services.weaknesses of products and services.

Competition is more intense and Competition is more intense and proficient.proficient.

Today’s customers are impatient and Today’s customers are impatient and demandingdemanding

Today’s customers are drowning in details, Today’s customers are drowning in details, options and choices, that they are in no options and choices, that they are in no hurry to make decisions.hurry to make decisions.

Selling has both an art & science Selling has both an art & science to itto it

The science part of selling is the The science part of selling is the disciplined disciplined processesprocesses you have to you have to follow in order to achieve success in follow in order to achieve success in selling.selling.

The art is how you handle the The art is how you handle the unexpected situations you meet in unexpected situations you meet in the process of selling.the process of selling.

Needs & WantsNeeds & Wants

Need is often logical and measurableNeed is often logical and measurable Want is emotional and intangible – desire Want is emotional and intangible – desire

for status, respect, recognition, prestige, for status, respect, recognition, prestige, etcetc

There is need for convergence between There is need for convergence between want and need for a sale to take placewant and need for a sale to take place

A prospect may want a product/service but A prospect may want a product/service but may not necessarily need itmay not necessarily need it

There might even be some unrealised There might even be some unrealised needs that a customer might be aware of.needs that a customer might be aware of.

Personal Selling.Personal Selling.

Personal sales and making personal Personal sales and making personal presentations are the most important and presentations are the most important and most expressive stimulants for a company’s most expressive stimulants for a company’s sales and profitssales and profits

It is becoming more of relationship buildingIt is becoming more of relationship building It is now more long term than transaction It is now more long term than transaction

drivendriven A successful sale requires that a sales A successful sale requires that a sales

person understand thoroughly the person understand thoroughly the company’s products and how it meets needscompany’s products and how it meets needs

In face to face selling ….In face to face selling ….

The focus is on the customer, his situation, needs The focus is on the customer, his situation, needs issues, so as to solve his problemsissues, so as to solve his problems

Don’t sell products! Sell to customersDon’t sell products! Sell to customers The customers want your helpThe customers want your help Sales success depends on understanding your Sales success depends on understanding your

customer needs and expectationscustomer needs and expectations Failure to meet expectations, negatively affects Failure to meet expectations, negatively affects

customers opinion of you and your companycustomers opinion of you and your company Selling entails a systemic and standardized set of Selling entails a systemic and standardized set of

practices that should be followedpractices that should be followed Top salespeople sell in a specific wayTop salespeople sell in a specific way

The Basic sales process.The Basic sales process.

Establish RapportEstablish Rapport 40% 40%

Qualification (Qualify Customers Qualification (Qualify Customers needs)needs) 20% 20%

Present a SolutionPresent a Solution 30%30%

Close the SaleClose the Sale 10% 10%

The sales process …The sales process …

Focus on Focus on building a relationship by building a relationship by establishing trustestablishing trust

Build trust by focusing attention on Build trust by focusing attention on the the customer and his genuine needscustomer and his genuine needs by by questioning and listeningquestioning and listening carefully carefully

Prospects buy from people they have Prospects buy from people they have emotional connection withemotional connection with

If the If the emotional credits are high emotional credits are high enoughenough, you cannot lose a sale, you cannot lose a sale

Stages in the Selling Stages in the Selling ProcessProcess

ProspectingProspectingPre-approachPre-approachSale presentationSale presentationHandling ObjectionsHandling ObjectionsClosing the saleClosing the saleAfter Sales ServiceAfter Sales Service

ProspectingProspectingThe act of obtaining the names of The act of obtaining the names of

potential customerspotential customersThe first step in selling is to identify The first step in selling is to identify

and qualify prospectsand qualify prospectsCompanies are now taking Companies are now taking

responsibility for finding/qualifying responsibility for finding/qualifying leads and letting salespeople do the leads and letting salespeople do the sellingselling

Sources of ProspectsSources of Prospects

Cold calls, Trade AssociationsCold calls, Trade AssociationsTrade/Road shows (Market storms)Trade/Road shows (Market storms)Publications, networking, dataminingPublications, networking, dataminingList vendors, social clubs, List vendors, social clubs,

professional bodiesprofessional bodiesReferrals, existing customersReferrals, existing customersFriends, relatives and acquaintancesFriends, relatives and acquaintances

The Pre ApproachThe Pre Approach

The salesperson should know as much as The salesperson should know as much as possible about the prospectpossible about the prospect

Set call objectivesSet call objectivesDecide on the best approach which might Decide on the best approach which might

be personal visit, telephone call or a letterbe personal visit, telephone call or a letterBest timing should be considered because Best timing should be considered because

many prospects are busy at certain timesmany prospects are busy at certain timesCustomer ProfilingCustomer Profiling is key in the pre- is key in the pre-

approach.approach.

The Pre-Approach-Customer’s The Pre-Approach-Customer’s ProfileProfile

A customer’s profile should tell you:A customer’s profile should tell you: What is the buyers background and the company’s What is the buyers background and the company’s

background? The buyers’ expectations of you.background? The buyers’ expectations of you. What are the desired business terms and needs of the What are the desired business terms and needs of the

buisness such as credit, delivery and technical service? buisness such as credit, delivery and technical service? What competitors successfully do business with them? What competitors successfully do business with them? Why?Why?

What is the history of the account?What is the history of the account? With your sales call objectives and what you know With your sales call objectives and what you know

about your prospect, you develop a customer about your prospect, you develop a customer benefit plan What competitors successfully do benefit plan What competitors successfully do business with the account? Why? business with the account? Why?

Select the features, advantages, and benefits of Select the features, advantages, and benefits of your product/service to present to your prospectyour product/service to present to your prospect

THE APPROACH-Sales THE APPROACH-Sales Presentation involves…..Presentation involves…..

ConnectingConnecting

EncouragingEncouraging

QuestioningQuestioning

ConfirmingConfirming

ProvidingProviding

To establish a bond with the To establish a bond with the customercustomer

To keep the customer participating To keep the customer participating in the sales callin the sales call

To get in-dept information about To get in-dept information about the situation, problems and the situation, problems and needs of the customerneeds of the customer

To make the progress of the sales To make the progress of the sales call explicitcall explicit

To give information to the To give information to the customer in a clearer picture of customer in a clearer picture of the product and services.the product and services.

ConnectingConnecting

Useful in establishing a personal bond with customerUseful in establishing a personal bond with customer

• Eye contact : Helps to develop trust .Eye contact : Helps to develop trust .

• Small Talk: Helps to set a climate for further Small Talk: Helps to set a climate for further discussionsdiscussions

• Adapting/Positioning :Adapting/Positioning : Use speaking patterns, gestures and Use speaking patterns, gestures and body posture compatible with those of thebody posture compatible with those of the customercustomer

• Building RapportBuilding Rapport :: SSmile, compliment ,Find areas of mutualmile, compliment ,Find areas of mutual interest and have up to date info on hisinterest and have up to date info on his interest. Helps to get them interested ininterest. Helps to get them interested in talking to you.talking to you.

EncouragingEncouraging

To keep the customer participating in the To keep the customer participating in the sales callsales call

Reinforcing : Reinforcing : Short verbal and non-verbalShort verbal and non-verbal signals. Supportive questionssignals. Supportive questions

and phrases to indicate thatand phrases to indicate that you want to hear more.you want to hear more.

Empathizing:Empathizing: Show you understand how the Show you understand how the customer feelscustomer feels

Accepting Accepting Show that you have received Show that you have received the information the information

communicatedcommunicated

QuestioningQuestioning

To get in-depth information about the To get in-depth information about the situation, problems and needs of the situation, problems and needs of the customer.customer.

Open questioning: Questions that require Open questioning: Questions that require more than a yes or no more than a yes or no

answer. answer.

High- gain Questions that requireHigh- gain Questions that requireQuestioning: customer to think,Questioning: customer to think, analyse, speculateanalyse, speculate

Fundamental in Selling is-Basic Fundamental in Selling is-Basic Questioning skillsQuestioning skills

CLOSED-ENDED QUESTIONSCLOSED-ENDED QUESTIONSInvite a yes or no answer Invite a yes or no answer e.g e.g Do you have expansion plans?Do you have expansion plans?

OPEN-ENDED QUESTIONSOPEN-ENDED QUESTIONSUsed to elicit more explanation /in-depthUsed to elicit more explanation /in-depthinformation from the customer.information from the customer.Typically begin with – who, what, how, when, Typically begin with – who, what, how, when,

where and whywhere and whye.g e.g What are your expansion plans?What are your expansion plans?

High gain questionsHigh gain questions

High-gain questions that require the customer to:High-gain questions that require the customer to:

1.1. Evaluate or analyseEvaluate or analyse How would you compare X with Y?How would you compare X with Y?

2. 2. Speculate Speculate If you could organize this operation in any way If you could organize this operation in any way

you desired. How would you do it? you desired. How would you do it?

3. 3. Express feelingsExpress feelings How do you feel about the trend towards “X” in How do you feel about the trend towards “X” in

your company?your company?

ConfirmingConfirming

To make the progress of the sales call explicit To make the progress of the sales call explicit

Summarizing : Restate or paraphrase what theSummarizing : Restate or paraphrase what the customer has said.customer has said.Checking : Check for customer agreement byChecking : Check for customer agreement by watching for non-verbal signals or watching for non-verbal signals or

byby asking directly.asking directly.Confirming helps to assure you are hearing theConfirming helps to assure you are hearing the customer and lets them know you want to get it customer and lets them know you want to get it

right.right.

ProvidingProviding

Giving information to the customer in a way that creates a Giving information to the customer in a way that creates a clear positive image of you, your organization, its products clear positive image of you, your organization, its products and services. Let them know you can address their needs in and services. Let them know you can address their needs in a clear, concise manner.a clear, concise manner.

Stating benefits Explain how a feature of the Stating benefits Explain how a feature of the product or service will product or service will

satisfy a specific customer satisfy a specific customer need.need.

Speaking concisely Speak briefly and to the point. Provide Speaking concisely Speak briefly and to the point. Provide headlines and go into details only if headlines and go into details only if

asked to do so by the asked to do so by the customer.customer.

Using Enthusiasm Show excitement and conviction in Using Enthusiasm Show excitement and conviction in your company and its products andyour company and its products and

services.services.

Objections and how to handle Objections and how to handle themthem

Should be viewed as potentially beneficialShould be viewed as potentially beneficial Natural part of the buying processNatural part of the buying process Good opportunity for educating customer Good opportunity for educating customer

and getting more information from the and getting more information from the customercustomer

Reveals customer’s concerns and Reveals customer’s concerns and provides opportunity to encourage provides opportunity to encourage customer to be involved in the sales callcustomer to be involved in the sales call

Shows that customer is actively interestedShows that customer is actively interested

Handling ObjectionsHandling Objections

Objections and responses fall into 4 categories : If Objections and responses fall into 4 categories : If MisconceptionMisconception :- :- clarify , clarify , explainexplain

Skepticism Skepticism :- p :- proverove : give solid evidence : give solid evidence through examples, references, through examples, references, statistics that your product is statistics that your product is

valid. valid.Real drawbackReal drawback :- :- show the big pictureshow the big picture. show . show

how the advantages outweigh how the advantages outweigh the disadvantages.(e.g the disadvantages.(e.g

Pricing)Pricing)

Real complaintReal complaint :- :- Show actionShow action. have plan to . have plan to address the complaint. address the complaint.

Handling Objections-ContdHandling Objections-Contd

Stalling customer-This is a cover. Stalling customer-This is a cover. There is something the customer is There is something the customer is trying to hide. Probe for the customer trying to hide. Probe for the customer to exhibit any of the highlighted to exhibit any of the highlighted points.points.

CONCLUDING SALES CALLSCONCLUDING SALES CALLSNote: ‘Concluding’ is not the same as ‘Closing’. Concluding is Note: ‘Concluding’ is not the same as ‘Closing’. Concluding is

getting closure on a particular call. getting closure on a particular call. Closing entails trying to get Closing entails trying to get the orderthe order

KEY POINTSKEY POINTSSummarize key points of the call and check your understanding Summarize key points of the call and check your understanding

with the customerwith the customer Suggest an action plan and check for the customer’s Suggest an action plan and check for the customer’s

agreement. You might:agreement. You might:o Offer to suggest meeting with other people in your company orOffer to suggest meeting with other people in your company or suggest the agenda and date for your next meetingsuggest the agenda and date for your next meetingAccomplishes 4 things:Accomplishes 4 things: ends the call with an action stepends the call with an action step Forces you to summarize and check your understanding of the Forces you to summarize and check your understanding of the

customer’s situation to see if you are on target.customer’s situation to see if you are on target. Ends the call in a professional way showing you have listenedEnds the call in a professional way showing you have listened Keeps the rapport open between you and the customerKeeps the rapport open between you and the customer

CLOSINGCLOSINGAsking the Customer for the Asking the Customer for the

BusinessBusiness It is a natural outcome of the sales It is a natural outcome of the sales

processprocessShould be simple, direct request for Should be simple, direct request for

businessbusinessMay lead to loss of order if not done May lead to loss of order if not done

properly or not done at all.properly or not done at all.May not go smoothly as expected i.e. May not go smoothly as expected i.e.

objections or hardtimesobjections or hardtimes

CLOSINGCLOSINGNext determine: Next determine:

IF : thenIF : thenThere still is a legitimate suggest action plan that keepsThere still is a legitimate suggest action plan that keepsreason not to move ahead you involved with the client.reason not to move ahead you involved with the client.

There is no longer any reason ask for the business again in aThere is no longer any reason ask for the business again in aTo delay the decisionTo delay the decision direct manner direct manner OrOr summarise and close summarise and close oror review the pros and cons and review the pros and cons and

close close

CLOSINGCLOSING

Ask for the businessAsk for the businessUse a direct closeUse a direct closeDo not be afraid of silenceDo not be afraid of silence If the customer does not buy find out If the customer does not buy find out

why. why. Handle his objections to determine Handle his objections to determine

the reasons for not buying .the reasons for not buying .

Closing guidlinesClosing guidlines

Summarise the needs, consequences Summarise the needs, consequences and payoffs & tie them to the and payoffs & tie them to the benefits your solution can provide.benefits your solution can provide.

Use a direct close- ask for the orderUse a direct close- ask for the orderBe conciseBe conciseClose with confidence establish eye Close with confidence establish eye

contact and ask in a friendly waycontact and ask in a friendly wayDo not be afraid of silenceDo not be afraid of silenceReaffirm the decisionReaffirm the decision

In summary the driving In summary the driving principles in sales presentation principles in sales presentation

are:are:

Focus on the customerFocus on the customer

Earn the right to advanceEarn the right to advance

Persuade through involvementPersuade through involvement

Focus on the customerFocus on the customer

Customer is the centre of the buying processCustomer is the centre of the buying process Listen intenselyListen intensely Building customer’s trust - important part of sales Building customer’s trust - important part of sales

processprocess Concentrate on the customer’s buying needsConcentrate on the customer’s buying needs Everything you say or do should be vital to the Everything you say or do should be vital to the

sales interaction and of benefit to customersales interaction and of benefit to customer Always ask yourself “Always ask yourself “what’s in it for the what’s in it for the

customercustomer?” ?” Promise only what can be deliveredPromise only what can be delivered

EARN THE RIGHT TO ADVANCEEARN THE RIGHT TO ADVANCE

Gain customer’s trust, interest & Gain customer’s trust, interest & respect at each stage before respect at each stage before proceeding proceeding

Address the customer’s concerns at Address the customer’s concerns at each step of the buying process before each step of the buying process before advancing to the next stepadvancing to the next step

Be a problem solver and not a peddlerBe a problem solver and not a peddler

Persuade through involvementPersuade through involvement..

Talk less and listen moreTalk less and listen more

Opposition is a sign of involvementOpposition is a sign of involvement

Involve customers in determining Involve customers in determining their needs and exploring options for their needs and exploring options for solutionssolutions

LISTENING-A tool in selling.LISTENING-A tool in selling.

As the salesperson asks questions, As the salesperson asks questions, he/she needs to engage in active he/she needs to engage in active listeninglistening

Several heuristics related to Several heuristics related to listening:listening: Seek first to understand, than to be understood Seek first to understand, than to be understood

(Covey)(Covey) Listening efficiency rate of most people is 25%Listening efficiency rate of most people is 25% Most salespersons talk too much, listen too Most salespersons talk too much, listen too

littlelittle

Sales Call planning Sales Call planning & Territorial & Territorial

management.management.

What is Sales Call What is Sales Call planningplanning

A deliberate attempt at making the A deliberate attempt at making the sales effort interesting and sales effort interesting and measurablemeasurable

A systematic approach to A systematic approach to organize, organize, monitor, and controlmonitor, and control the sales effort the sales effort

An attempt to An attempt to distribute the sales distribute the sales territoryterritory for for effective coverageeffective coverage of of each territoryeach territory

The sales territory.The sales territory.A sales territory is usually thought of as A sales territory is usually thought of as

a geographic area that contains a geographic area that contains customer accountscustomer accounts

These territories may consist of both These territories may consist of both present and potential customers who are present and potential customers who are assigned to a particular account officerassigned to a particular account officer

Customers and prospects are grouped in Customers and prospects are grouped in such a way that the sales person serving such a way that the sales person serving these customers can call on them as these customers can call on them as conveniently and economically as conveniently and economically as possiblepossible

The sales territory contdThe sales territory contd

The total market of a micro finance bank is The total market of a micro finance bank is usually too large to manage efficiently usually too large to manage efficiently (mass market) so territories are (mass market) so territories are established to facilitate easy directing, established to facilitate easy directing, evaluating and controlling of the sales evaluating and controlling of the sales effortsefforts

Markets are measured in the number of Markets are measured in the number of customers and purchasing powercustomers and purchasing power

Assigning sales territories helps the sales Assigning sales territories helps the sales manager achieve manager achieve a match between sales a match between sales efforts and sales opportunitiesefforts and sales opportunities

Why establish sales Why establish sales territories:territories:To enhance market coverage To enhance market coverage

To facilitate the planning and To facilitate the planning and controlling of the selling functioncontrolling of the selling function

To keep selling costs at a minimumTo keep selling costs at a minimumTo strengthen customer relations To strengthen customer relations

Properly designed Properly designed sales territories allow sales people to sales territories allow sales people to spend more time with customers and spend more time with customers and less time on the roadless time on the road

Telemarketing is becoming an Telemarketing is becoming an alternative to face-to-face sellingalternative to face-to-face selling

Why establish sales Why establish sales territories?territories?

To build more effective sales force To build more effective sales force

It stimulates and motivates sales It stimulates and motivates sales personnel, improves morale, increase personnel, improves morale, increase interest and build more effective sales interest and build more effective sales forceforce

To evaluate the sales force betterTo evaluate the sales force betterTo coordinate selling with other To coordinate selling with other

marketing functionsmarketing functions

Call PlanningCall Planning After establishing sales territories and After establishing sales territories and

assigning sales people, it will be time to assigning sales people, it will be time to plan plan the schedule and routingthe schedule and routing the sales force the sales force within territorieswithin territories

Call planning is important to reduce costCall planning is important to reduce costTo do call planningTo do call planning Decide which accounts to call onDecide which accounts to call on Allocating time between present customers, Allocating time between present customers,

prospective customers callsprospective customers calls Allocating time to be spent with the overly Allocating time to be spent with the overly

demanding customers or prospects.demanding customers or prospects. Deciding time between selling and paperworkDeciding time between selling and paperwork

Maximizing Salespeople TimeMaximizing Salespeople Time Set weekly and daily goals Set weekly and daily goals

The salesperson and the sales The salesperson and the sales manager should work together to develop a manager should work together to develop a weekly action plan. Weekly sales goals set weekly action plan. Weekly sales goals set targets for planned daystargets for planned days

Manage time during sales calls Manage time during sales calls Spending extra time with customers Spending extra time with customers is not neceassarily always going to lead to is not neceassarily always going to lead to additional salesadditional sales

Allocate Time and avoid time traps Allocate Time and avoid time traps Decide on Decide on the principal tasks to do, then determine time to the principal tasks to do, then determine time to be allocated to eachbe allocated to each

ROUTINGROUTING

Defn - It is formally setting a pattern Defn - It is formally setting a pattern for a salesperson to use when for a salesperson to use when making callsmaking calls

Advantages:Advantages:It reduces traveling time and selling costs: It reduces travel time and costs thereby giving more time to spend productively with customers

Improved territory coverage: It helps improve the coverage of territory

Improved communication: When the sales manager always knows where the sales people are, it is easier to give them last minute information or instructions

Setting up a routing planSetting up a routing planRequirements:Requirements: Number of calls to made each dayNumber of calls to made each day The call frequency for each class of customerThe call frequency for each class of customer The distance to each accountThe distance to each account The method of transportation to be usedThe method of transportation to be used

HOWEVERHOWEVER

There will be flexibility when necessaryThere will be flexibility when necessary

There is room to make changes in order to There is room to make changes in order to adapt to a new situation in erratic market adapt to a new situation in erratic market conditions.conditions.

Thank you very Thank you very muchmuch