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Selling Skills
iSpeak Foundation SeriesMonth day, 2012Instructor Name
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Agenda
• Introductions – What do you want to learn?
• Itinerary
• Ground Rules
–Phones on Silent
–Ask Questions
–Participate & Respect others
–Respect our schedule
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Satori
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Selling SkillsUnit One: Buying and Selling
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Why do people buy?
People buy for one of two reasons:
•They have a NEED (to reduce pain)
•They have a WANT (to increase happiness)
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What Do Customers Want?
• Professional
• Someone who listens
• Understanding
• No hard selling
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Selling ValueP
erce
ived
Ris
k
HIGH
LOW
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Features, Advantages & Benefits
• Feature is a physical characteristic of a product.
• Advantage is the performance characteristic the feature provides.
• Benefit is the favorable result the buyer will receive because of an advantage.
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iSpeak Sales Process Model
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Satori
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Selling SkillsUnit Two: Prospecting
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iSpeak Sales Model
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Where Do I Find Prospects?
• Phone Prospecting
• Warm calling
• Networking
• Referrals
• Inbound leads
• Purchased leads
• Cold knocking
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Researching Prospects Online
• Search Engines• Business Intelligence• Online Networking• Lead Sources• Competitor Web sites
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iSpeak Prospecting Tools
• iSpeak Call Plan Assistant
• iSpeak Phone Script Assistant
• iSpeak Communication Planner
• Download them all atwww.iSpeak.com/iSpeak-University
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Writing and Delivering a Script
• Short
• Structured
• Sincere
• Confident
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Exercise: Write the Prospecting Script
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Tips for Effective Prospecting
• Select an effective time
• Task your time
• Prepare effectively
• Get on a roll
• Don’t give up
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Exercise: Prospecting ISE
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Satori
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Selling SkillsUnit Three: Understanding
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iSpeak Sales Model
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Needs & Decision Criteria
A grocery store may have…
•Need: – Promotion that also drives their meat dept.
•Decision Criteria:– Cannot involve a substantial advertising cost
– Align with stores needs for more foot traffic
– Setup and installation of end cap by deadline
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Where do you buy gas?
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Exercise: Potential Decision Criteria
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Types of Listening
• Passive – Not listening at all• Selective – In and out of the conversation• Active – Actively participating
• Average speaker: __________• Average listener: __________
125
500
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Exercise: Effective Listening
Facilitator9 – 21 – 7 – 58 – 2 – 4 – 15 – 6 – 9 – 2 – 87 – 9 – 1 – 3 – 6 – 26 – 2 – 5 – 8 – 9 – 1 – 73 – 9 – 2 – 7 – 4 – 5 – 8 – 1
Answers2 – 95 – 7 – 11 – 4 – 2 – 88 – 2 – 9 – 6 – 52 – 6 – 3 – 1 – 9 – 77 – 1 – 9 – 8 – 5 – 2 – 61 – 8 – 5 – 4 – 7 – 2 – 9 – 3
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Developing Active Listening Skills
“Are you truly listening or just waiting for your turn to talk?” - Robert Montgomery
• Focused attention
• Take notes
• Paraphrase & summarize
• Verbal prompts
• Ask questions
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Questioning Process
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Types of Questions
• Open Ended Questions– “How are you going to approach the slow turn you are
experiencing with your current inventory?”
– “How is your showroom set up today?”
• Closed Ended Questions– “How many leather chairs do you need?”
– “Do you currently carry a hardwood line of beds?”
• Alternative Choice Questions– “Will you prefer a full container or less than that?”
– “Who is the decision maker on this, you or the GM?”
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Examples of Probing Questions
• Account Manager: “What types of changes do you expect with your inventory this year?”
• Prospect: “That’s an easy one, we will have to improve our current turn rate.”
• Account Manager Probing Questions:– “How are you going to approach that?”– “Why is that?”– “Is your budget being affected also?”– “How will that affect the product mix you carry?”
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Exercise: Developing Probing Questions
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Exercise: Asking Good Questions
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Satori
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Selling SkillsUnit Four: Presenting & Completing
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iSpeak Sales Model
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Responding to Tough Questions
• Step One: Understand “Why?”
• Step Two: Ask what they need to overcome the hesitation and if this is their only concern
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Tough Question Example
Customer: How do I know you can deliver in my timeframe?
Acct Mgr: What is it specifically that concerns you about the delivery, is it communication during the process,… regular updates… final delivery date?
Customer: I want to be kept in the loop. Based on my experience, I know imported products can be a hassle when coming through customs.
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Tough Question Example (cont’d.)
Acct Mgr: What is it that would like to see during the delivery process to keep you informed?
Customer: I want someone to be in contact with me regularly to provide me with updates. Also, I want that person to communicate any issues to me as soon as the issue arises so we can either adjust for it or solve it.
Acct Mgr: For all orders I will become a key interface for you. I will stay in touch with you throughout the process. With that commitment are you ready to move forward with an order?
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Exercise: Handling Tough Questions
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Closing
• Trial Close“How does that sound?”“Do you have any questions?”
• Final Close“If we can meet your timeline requirements at the price we’ve discussed, are you ready to begin?”
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Exercise: Interactive Situational Exercise
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Selling SkillsUnit Five: Servicing
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Cards
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Cards
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Expectations
• Always set expectations!
• Levels of Customer Service– Below Expectations– Met Expectations– Above Expectations– WOW!
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Responsive C.A.R.E.
• Credible
• Appreciative
• Reliable
• Empathetic
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Exercise: Ideas for Responsive C.A.R.E.
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Referrals
• When to ask for a Referral
• How to ask for a Referral
• Sample Referral“Our business is largely built on referrals. If you feel
that our service would be a good fit for someone else in your organization or someone at another company, I would greatly appreciate you passing along my name and contact information.”
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Selling SkillsImplement to Improve
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iSpeak Learning Methodology
“Knowing is not enough; we must apply. Willing is not enough; we must do.” - Johann Goethe
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Satori
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Kaizen
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Continue Your Learning At iSpeak University!
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