2. Introduction
• Your Name
• Your Designation
• Your Tenure
• Why are you here?
• Where are you from?
• What do you aspire to be?
• Plans for 2012
3. Ground Rules
• Avoid Cross Talks
• Be Interactive
• Be Punctual
• Cell Phones on Silent
• Respect Each other
• Stay Awake
• Have Fun
4. Objectives
Understand the elements of Professional Sales
Select most appropriate Sales approach to match the sales situation and buyer’s needs
Learn how to prepare for each sales encounter and sell using the sale cycle
Find and Qualify a sales prospect thereby increasing your effectiveness
Make a high impact sales presentation and close the sale
Build and maintain long lasting relations with customers using follow-up techniques
Apply all the skills learnt in simulated environment
Self Presentation
Corporate Etiquette
5. Which is the highest paid profession in the world
Research shows that on an
average, professional sales people earn more
than their counterparts in other professions
6. What is Selling???
Simply put, Selling is exchange of good for
agreed sum of money.
But there is more to it…
Selling is offering to exchange something of a
value for something else. The something of a
value offered may be tangible or intangible.
7. 7 Deadly Sins: Myths about Selling
Only someone who can talk well can sell
Sales is a numbers game
To succeed in sales, you must have thick skin
You need to be aggressive
Sales is only about close, close and close
Sales cannot be done with honesty and ethics
Sales is a dead-end career with little promotional opportunity
13. F.A.B
Feature: Physical characteristic of a product
Advantage: Performance characteristic of a product
Benefit: Describes how particular advantages serve to satisfy the buyer’s needs
15. Unique Selling Proposition
The factor or consideration presented by a seller as
the reason that their product or service is different
from and better than that of the competition.
19. Ideal Customer Profile
•Average age (can be a range)
•Gender
•Marital Status
Demographic •Number and ages of children
•Occupation or type of business
•Annual average income
•Location
•Description of ideal customer’s daily activities
•Interests
•Beliefs
Psychographic •Associations or organizations to which the customer belongs
•Buying history
•Other qualities such as whether the customer is price
conscious or quality minded
20. Qualifying
Whether the prospects needs your product or service
Whether the prospect is the decision maker
Whether the prospect has adequate finances to buy your product or
service
23. Customer’s Need
Identify a need or problem of your ideal customer
Determine which features of your product or service address that need
or problem
Describe the benefit or solution your customer will result of the
identified features
Create a list of possible questions you can ask to determine whether the
prospect experiences and can benefit from your product or service
Prioritize the identified problems according to their impact and your
ability to solve those problems
24. The Script
Attention List of qualifying Comprehensive
seeking opening questions closing
25. Presenting
Tell them
what you’re
going to tell
them
Tell them
what you
have just
told them
Tell them
28. Types of Buyers
The Assertive Buyer
The Paranoid Buyer
The Know-it-all Buyer
The Price-conscious Buyer
The Timid Buyer
29. Assertive Buyer
Traits How to Handle
• Has a overpowering body • Be yourself. Do not get
language intimidated by his strong
• Will maintain deep and stance
constant eye contact • Maintain natural eye
• Will interrupt your contact. Don’t avoid
presentation as soon as you • Don’t be in awe or pay false
begin compliments
• Will be very sure of himself • Be patient and listen
• May speak fast and loud attentively
• Do not be over friendly
30. Paranoid Buyer
Trait How to Handle
•Will interject with •Acknowledge and validate the
but, however, from what I concerns and move on
know, as I understand etc. •Address questions, do not justify.
•Will see negative possibility in •Address only genuine questions.
everything You cannot resolve imaginary
•Wants proofs and guarantees concerns
•Will have many examples of bad •Do not bash competition. Rise
experience with similar products above petty differences and
or competitors defend your competition and
industry or show how your
product is an improved version
31. Know-it-all Buyer
Traits How to Handle
• Will challenge or argue with • Compliment buyer for
almost all your claims thinking. They need
acknowledgement and
• Will ask difficult questions to appreciation
check the depth of your • Congratulate them on ideas.
knowledge They want to establish that
they think of every eventuality
• Will claim to know more about • Tell them that educated
your competition than you customer is the best. They feel
pride in being so well
informed.
32. Price Conscious Buyer
Traits How to Handle
• Will not be interested in • Don’t fall into this trap –
product features or benefits continue your presentation
• Will tell you that the sales • Tell them that you want your
presentation is unnecessary customers to make an
• They say they are ready to informed choice
buy now. WHAT IS THE • Tell them that you will be
PRICE? able to work out a price only
after they have all the
information
• If they still persist, take leave
33. Timid Buyer
Traits How to Handle
•Asks very few question •You must pull information
and remains silent most of out of this person. Get
the time during the them involved.
presentation •Don’t assume that
•Agrees with everything agreement and smile
you say. Does not seem to means that they will buy
have a mind of his own •Offer objections and
•Offers no definitive overcome them. Get them
objections. Does not show interested in the
what is on his mind presentation
35. Objections
Listen: Listen to the meaning behind the words
Question: Understand the objection clearly
Accept: Validate customer’s objection
Handle: Respond to the objection
Confirm: Check if the customer is satisfied
39. Closing
The Direct question close
The Indirect question close
The assumptive close
The alternative question close
The impeding event close
The inducement close
The Ben Franklin close
The Puppy dog close
40. The Direct question close
Straightforward request for the prospect to buy the product or service.
Being direct make the buyer feel that you are a confident, decisive and
trustworthy person.
This technique is excellent for driver type buyers
Example: So how would you like to make the payment, by cash or a cheque?
41. The Indirect question close
Calls for action but is not as straightforward as the direct close.
This gives the buyer time to think and is best for a buyer who is reluctant to
make a decision
Indirect question close is useful for salespeople who are not confident of
using a direct close
Example: Who should be the signing authority to execute the contract?
42. The Assumptive Close
It is similar to indirect close, the difference being it allows the sales person to
ask for the sale with out asking a question.
It sounds like the sale is already closed and the customer has agreed to buy.
It helps to direct prospects anxiety to action
Example: I will process the order as soon as you sign here and pay the initial
amount.
43. The Alternative Question close
Offers the prospect two choice, either of which confirms the sale.
This technique is one of the most common closing techniques and can be interpreted as
manipulative.
Timing is of utmost important in this kind of close
Example: What should I pack, the red kurta or the black shirt?
44. The impeding event close
In this type of close the sales person warns of price rise, product shortage or any
other such event to encourage the prospect to buy
This technique can be effective when the prospect is hesitating or is reluctant
This may also seem manipulative as alternative question close
Example: This is a limited edition t-shirt and we have only two pieces left. You seem to
like it much, I’d hate to see you miss this opportunity
45. The inducement close
Inducement close offers something extra to the prospect as an incentive for making
the deal right now
It is most effective when the prospect is about to leave without buying
It gives room for negotiation or concessions therefore use it sparingly
Example: Only for you, I will not charge delivery charges if you place the order right
now.
46. The Ben Franklin close
In this type of close the sales person helps the prospect to list down pros and
cons of the product or service
The sales person helps the buyer to write the reasons WHY he should buy the
product and lets the customer write the reasons for WHY NOT
In most of the cases the WHY list is longer than WHY NOTs
Works best for thinker/analytical type of customers
47. The Puppy dog close
The Puppy dog close offers free samples or trial period to try the product before
making a buying decision
For this the sales person should have done a through job of qualifying, gathering
information and presenting a solution to meet prospect’s unique needs.
After you have made the offer, remain silent. The customer will have a tendency
to fill the vacuum by placing the order
52. 1st impression
90% of our impressions are formed within the first 20-30 seconds on meeting a
stranger
58% of our impressions are based on how we look, 33% on how we sound
7% on what we say
53. Tips
Hair–rich quality and neat hair style
Skin–clean
Teeth and tongue – avoid bad breath so that friends do not avoid you
Eyes–sparkling with good vision
Hands, feet and nails – extra attention is needed in Indian scenario
Right dress – right place
Carry properly
Colour combinations
Checks vs. stripes
