Selling skills

SELLING SELLING SKILLS

Selling Skills

Page 1


Objective

By the end of the session, you will be able to:

Understand the Buying cycle & decisions making process

Influence people using the probing approach

Presenting your solutions effectively

Eliminating Doubts

How to close sales

How to up-sell & cross sell

• `

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How do Customers Buy?

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Answer the following questions

• What did you buy?

• Why did you buy?

• Where did you buy it from?

• Why did you buy it from that place/shop?

• Did you explore some options before buying what you bought?

• Did you explore some alternative products

• Did you ask any question before buying?

• Were all your questions answered to your satisfaction?

• Did you bargain on price?

• Did you buy the product?

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SELLING SELLING SKILLS Page 5

Customer’s Buying Cycle

1.Need

Analysis

2.Exploring Options

3.Eliminating

Doubts

4.Decision Making


Buying Cycle

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Need Analysis

Exploring Options

Eliminating Doubts

Decision Making

• What did you buy?• Why did you buy?

• Where did you buy it from?• Why did you buy it from that place/shop?• Did you explore some options before buying what you bought?• Did you explore some alternative products

• Did you ask any question before buying?• Were all your questions answered to your satisfaction?

• Did you bargain on price?• Did you buy the product?


Selling Cycle

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1.

Greeting

2.

Qualifying Customer

3.Presenting

Merchandise

4.Overcoming

Objection

5.

Close and Ad-on


Aligning Selling Cycle with Buying Cycle

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Need Analysis

Evaluate Options

Eliminating Doubts

Decision Making

Qualifying Customer

Presenting Merchandise

Overcoming Objection

Close and Add-ons

Greeting

N

E

E

D

BUYING CYCLE SELLING CYCLE


Selling Cycle

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1.

Greeting

2.

Qualifying Customer

3.


4.


5.

Close and Ad-on


Greeting

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While opening the sales call

– Create a good impression, smile

– Greet , Introduce yourself & your Organisation

– Make the customer comfortable

Customers buy three things in this sequence:


Types of Greeting

“Hello Sir/Ma’m, welcome to Mom & Me, how may I help you”

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“This product comes in wide variety, please let me show you some options which could suit best to your need”

“Hello Sir/Maa’m, I’m <your name>. How may I help you?”

“This product is from <XYZ Brand> and has <XYZ> <features> and <benefits>. It would be great if you can let me know <ask question about customer’s need>”


Greeting

• While you are busy with a Customer and you see another customer, but there’s no one else to take care of them:– “Hello Sir/Maa’m, welcome to Mom & Me. I’ll be with you shortly, in

the mean while please have a look at our range of products.”

• You approach a Customer and they deny the assistance offered:– “Alright Sir/Maa’m, I’m <your name>. I’m here only, please feel free

to call me in case you require any assistance.”

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Selling Cycle

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1.

Greeting

2.

Qualifying Customer

3.


4.


5.

Close and Ad-on


Qualifying Customer

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We qualify customers on basis of….

CasteReligion

Personal Relations

Assumption

Appearance

Needs


Customer needs can be classified as :

• Stated Needs(what they say)

• Unstated Needs (what they mean to say)

Qualifying Needs

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Probing for Understanding Needs

• Ask background questions to know if the customer is looking

for something specific

• Ask for age, gender, size, height, weight, etc. of the person

who is going to use the product(depending upon the product

customer is looking for)

• Ask if they are looking for any specific brand

• Ask for user’s liking about Color, style, shape, etc.

• Ask if they have any specific budget in mind

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As you understand Customer’s Need..

Now its time to show options..!!

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Selling Cycle

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1.

Greeting

2.

Qualifying Customer

3.


4.


5.

Close and Ad-on


Merchandise Presentation

• Summarize the benefits along with features

• Associate the benefits with the buying criteria identified in the previous stage

• Propose your product as “SOLUTION” rather than

“just a product!!”

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Merchandise Presentation

Preparation required:

• Gain product knowledge

• Be familiar with product placement in the store

• Be confident about yourself

• And..

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Practice… Practice… Practice…


Selling Cycle

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1.

Greeting

2.

Qualifying Customer

3.


4.


5.

Close and Ad-on



What is an Objection / Doubt??

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Doubts are milestones that brings you and customers closer to sales


Handling Objection

• Yes-But Technique

• The Choice Technique

• Ask Open ended question

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Verify if the objection is answered satisfactorily


Saying No..!!

Sandwich Technique

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Selling Cycle

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1.

Greeting

2.

Qualifying Customer

3.


4.


5.

Close and Ad-On


Closing the Sale

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Sale is not complete unless it is closed..!!


Closing a Sale

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When?? How??


Look for Buying Signals..!!

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Verbal Signals

Do you have <specific> color?

What discount do I get?

How much will this cost me?

Can I get the product delivered to my home?

Do you accept Cards?

Is there any warranty or guarantee on this product?

Non-Verbal Signal

Customer tries the product

Repeatedly looks at mirror and smiles

Through eyes ,checks for feedback from the person accompanying him/her

Holds it separately in hand or keeps product in the basket


As you notice a strong buying signal..!!

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FOR


How to ask for sale?

• Ma’m, let’s go to the billing counter?

• By what name would you want the bill to be generated?

• When would you want the delivery to be made?

• May I know the address where delivery needs to be made?

• Would you be paying by cash or card?

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Suggesting Ad-ons

• Recollect the stated and unstated needs shared by the customer at the beginning of the interaction

• Pick up the unstated needs you were able to grasp

• Suggest a product that complements/supports the product customer has decided to buy

• Link the ad-ons to the unstated need and present it as a complete solution for all the needs

• Focus on specifying the benefits rather than features

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Ad-ons are low value article, but they play a BIG role in increasing the sales

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Closing the sale

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Take the Customer to Billing Counter

Collect required information

Bill the products

Thank the customer


Selling Cycle

Page 34

1.

Greeting

2.

Qualifying Customer

3.Presenting

Merchandise

4.Overcoming

Objection

5.

Close and Ad-on

SELLING SELLING SKILLS Page 35

Happy Selling

Retail

Selling skills