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Selling Skills

Selling Skills. About Training…. Learning comes in 3 forms:. New information Reinforcement of positives Recognition of negatives. The Sales Process. Target Account Qualifying Call Appointment-Setting Call Sales Call(s) First Use/Installation Back to step 4. ? %. ? .

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Selling Skills

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  1. Selling Skills

  2. About Training… Learning comes in 3 forms: • New information • Reinforcement of positives • Recognition of negatives

  3. The Sales Process Target Account Qualifying Call Appointment-Setting Call Sales Call(s) First Use/Installation Back to step 4 ? % ?

  4. Target Accounts • Good program? • Enough? • Significant? • All reps? • Buy-in? • Progress?

  5. Qualifying/Appointment-Setting Calls • Collectively known as “cold-calling” • Everyone proficient, including YOU? If not, teach • Script • Objections/Turnarounds • Don’t intrude-stereotypical salesman • See yourself thru customer’s eyes

  6. Cold-Calling Scares most salespeople because: THEY TRY TO ACCOMPLISH TOO MUCH!

  7. Target Accounts

  8. Qualifying Calls

  9. Appointment Setting Call

  10. Appointment Setting Call

  11. The Five Step Sales Call • Introduction • Probe for Needs • Presentation • Management of Objections • Close

  12. Consider Yourself a … “Doctor of Selling”

  13. Exam • Diagnosis • Treatment

  14. Introduction

  15. Five Steps of an Introduction • Name • Company • Appropriate Sociability • Productive • Purpose for Being There • Up-front Benefit

  16. Up-Front Benefit • VERY important – Why? • Bold!

  17. Probing

  18. Segues • Smoothly moving from one step of the call to the next • Getting customer to “buy in” • Needed to move to: • Probing • Demo/Presentation • Close

  19. Segue into Probing: In order to determine if we can benefit you like we have for St. Mary’s Hospital, I just need to ask you some questions about your current program; would that be ok? Would you mind if I took some notes?

  20. Why Probe? To obtain valid information about others - Needs, Ideas, Opinions, Feelings, etc. To increase receptivity - prepare for change To develop and maintain positive rapport - mutual trust To increase involvement and understanding

  21. Why Probe? • As much for customer as you! • Easier to sell someone something they need • Keep in mind, they may not know they need it • Ask questions for which you already know the answer

  22. Probing • Most important step! • Most underdeveloped step! • Don’t assume (different answers) • Don’t quit early • Don’t underestimate the power of the word why • Sometimes it’s just the wording – customers (people) won’t just “cough up” what you want to hear • Silence is OK, let questions sink in

  23. Types of Probes • Open Open Probes - Start the flow of information Intermediate Probes - Continue the flow Closed Probes - Obtain specific bits of information or action • Intermediate • Closed

  24. Open Probes • How do you feel about …….. • What do you look for in a ….. • Give me your opinions on …... • Tell me about your current floor care program.

  25. Brief Assertion- Neutral Phrase- Nod Head “I See” “Sure” “Uh Huh” Thank you for sharing that information. Tell me some more about. . Interesting, why do you say that? Intermediate Probes

  26. Closed Probes • How many 5's do you use per month? • What size container do you buy your all purpose cleaner in? • How many people will be at the housekeeping group seminar?

  27. Before Leaving Probing Step… • Summarize results with summary probes: • So what I hear you saying is… • If I understand you…. • Lays groundwork for Presentation • Proves you were listening

  28. Presentation

  29. Time for another Segue: Into the Demo

  30. Segue into the Demo: I’d like to get your opinion on a 2-minute demo

  31. Presentation: • Simple equation: Uncovered need + Presentation on Applicable Product = A Sale • The transfer of knowledge and enthusiasm

  32. Presentation: • 3 Steps: • There are differences between me and my competition • The differences between me and my competition are REAL • These differences AFFECT YOU in… • Product usage • Labor

  33. Trial closes • Taking customer’s temperature throughout sales call • Does this make sense to you? • What do you think about this? • Can you see advantages in this?

  34. Presentation:

  35. Presentation: • Value is: • Performance • Safety • How do you establish value for floor care? • Is it tougher to establish value for dilutables?

  36. Telling Is Not Selling

  37. The Same Old Routine Sales Call Salesman: “Here’s the product that will meet your needs: spitfire It’s is a great cleaner and it can clean about anything”, blah blah blah...” Customer is thinking: I have to kick him out soon - I’ve got to pee!

  38. Adult Learning Verbal 5-7% Verbal + Visual 55% Verbal + Visual + Hands-On 85%

  39. Presentation What can we do besides telling?

  40. Management of Objections

  41. MANAGEMENT OF OBJECTIONS • Acknowledge • Probe • Answer Objection • Get Confirmation

  42. MANAGEMENT OF OBJECTIONS • What if you can’t/get stuck? • Give yourself a chance

  43. Closing You’ll get 0% of the orders you don’t ask for

  44. One Last Segue: Into the Close

  45. Segue into Close: Based on what I’ve shown you, does this look better than what you currently use?

  46. Closing • Must “earn the right” to close • Customer expects you to • Close for something – a commitment • If no, WHY?

  47. Closing Techniques • Are you using many different techniques? Be honest. • You need to – they are situational

  48. ASK FOR IT • Direct Close or Direct Question • Why don’t you try it? • Can I have the authority to go ahead with the order? • When would you like delivery? • How much would you need to get started?

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