Attitude In SellingALAA FATHY

What is Selling

- According to The ABD*

‟ It is the last step of the chain of commerce , where a buyer exchanges cash or cash equivalent for a seller′s good or Serveice ”

- The art of Persuading

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Sales Mythologie

s

Born Not Made

Good Talkers

Can sell to any one

Can sell t anything

Selling is Manipulative

Product is good enough to sell itself

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Why do people Buy

? - People buy things for their reasons not our's

- People don't buy what a product is ( feature ) , They buy what they

believe the product will do for them ( Benefit )

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What benefits that customer seeks in any product /Serveice ?

SPACED Safety

Performance Appearance

Comfort Economy Durability

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Tasks of Sales Person

- Achieving Sales Target

- Effective territory management

- Effective message delivery

- Effective Reporting & feedback

- …………… , ………….. , ……….

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Am I a successful Medical/ sales rep. ?Did you ever have days where you look in your mirror and say what is wrong with me ?

Assess your self on the A.S.K. Matrix or scale

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Some helpful personality elements for a successful MSR

- Appearance - Creative thinking (chief )

- Dependability - Ability to listen

- Enthusiasm - Self confidence

- Determination - Voice & Vocabulary

- Self managed & easy to be coached - Knows the 3 Rights

Knowledge Skills Attitude

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What kind of knowledge that should you have

- Company - Product

- Competitors - Area

- Customer - …………

- ………… - …………

Knowledge

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What Kind of skills you should have

- Selling - Communication

- Negotiation - Active Listening Skills

- ……………. - …………………

- …………… - ………………….

Skills

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What kind of attitude you should have

- Assertive - Positive

- ............... - ……………

- ………….. - ……………

Attitude

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Customer Serveice Index ( C.S.I.)

- To ensure keeping the gained customer , MSR must continuously provide exceptional customer care

- it depends on :-

1- Product / Serveice ( A.S.K.)

2- People / MSR ( Rapport )

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Customer Perception ladder

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Commodity Broker

( price / discount )

Product / Serveice provider

( goods + post sales Serveice )

Value Adder

( goods + Serveice more than duties )

Business Partner

( consultant )

What is Assertiveness ?

- It is expressing your opinion, needs, & feelings without ignoring or

hurting opinion, needs, & feelings of others

- it is ″not to say Yes when you have to say No ″

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Assertiveness

is Assertiveness learned or inherited ?

Nurture or nature? - it is not an inborn quality, but it′s a learned dynamic process of how

we display our responses

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What do you Think?

You Are assertive when you :-

- Express yourself clearly, & directly without feeling guilty.

- Are not intimidated

- Are focusing in your goal

- Are Collaborating

- Demonstrate self confidence ( Experience & Knowledge )

- Persist - Accept criticism

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Kinds of Attitude :-Passive

Assertive Aggressive

My needs

& Views

My needs

& Views

My needs

& Views

Others needs

& Views

Others needs

& Views

Others needs

& Views

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Why do some people resort to passive behavior ?

- They want to look nice & understanding

- They want to gain the sympathy of the others

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Consequences of passive Behavior :-

- Continuous feeling of low self esteem.

- Being exploited by others

- Impossibility of achieving objectives

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Why do some people resort to Aggressive behavior ?

- They want to look Strong & Capable

- They want to score more points in their perceived fight

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Consequences of Aggressive Behavior :-

- Being perceived as a bully.

- Being avoided by others

- Incapability in communicating with various personality styles

- Impossibility of sustained success & Achieving objectives .

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Why to be assertive? - As consultative selling is based on selling Benefits to customers

rather than products, so :-

( the clearer the mutual benefit , the better outcomes & results)

- To ensure sustained +ve selling outcomes over & over

- It resulted in happy & satisfied customers

- It resulted in Repeated Orders

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Tools & Techniques of Assertiveness :-

- Repetition of Key Points

- Eye to eye contact

- Convincing Body Language

- Convincing voice & tone

- Using Visual Aid

- …………….. , ……….. , ………….

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Selling Scenario

- Imagine a MSR. negotiating a deal with one of his/her major customers. He urged the customer to take advantage of the ( limited time offer ) his company is making,

the customer states that ″ I needs more time to think before making a decision ″

- a number of scenarios can be emerged, depending on the MSR behavioral style in sales

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Passive Scenario

- MSR said″ can you be kind enough to tell me when could I be expecting an answer from you ? . I know That your busy & have many things to do , so take your time . I'll sure be waiting ″

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Aggressive Scenario

- MSR said″ read my lips … this a limited time offer and won't be extended. You either take it or leave it NOW . Don't bother calling me, if you don't make an order now ″

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Assertive Scenario No. 1

- MSR said″ I'm sure that it is in your best interest to make use of this limited time offer, So how can I facilitate speeding up this decision ″

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Assertive Scenario No. 2

- MSR said″ I'm very pleased that you found our offer interesting. When exactly can I pass by to take your order? ″

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Quotes about attitude• ″ Nothing can stop the man with the right mental attitude

from achieving his goal. Nothing on earth can help the man

with wrong mental attitude″ . W.W. Zeige , author

• ″ What are the chances that your customer will be positive if

you aren't ? The answer is : Zero.″ Christian Harvey , successful

selling

Thank YouALAA FATHY