In Continuation to my last presentation on Closing Skills, This Presentation lays emphasis on steps in Selling.

1. SELLING SELLING SKILLS
Selling Skills
Page 1

2. SELLING SELLING SKILLS
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
• `
Page 2

3. SELLING SELLING SKILLS
How do Customers Buy?
Page 3

4. SELLING SELLING SKILLS
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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5. SELLING SELLING SKILLS Page 5
Customer’s
Buying Cycle
1.
Need
Analysis
2.
Exploring
Options
3.
Eliminating
Doubts
4.
Decision
Making

6. SELLING SELLING SKILLS
Buying Cycle
Page 6
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?

7. SELLING SELLING SKILLS
Selling Cycle
Page 7
1.
Greeting
2.
Qualifying
Customer
3.
Presenting
Merchandise
4.
Overcoming
Objection
5.
Close and
Ad-on

8. SELLING SELLING SKILLS
Aligning Selling Cycle with Buying Cycle
Page 8
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

9. SELLING SELLING SKILLS
Selling Cycle
Page 9
1.
Greeting
2.
Qualifying
Customer
3.
Presenting
Merchandise
4.
Overcoming
Objection
5.
Close and
Ad-on

10. SELLING SELLING SKILLS
Greeting
Page 10
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:

11. SELLING SELLING SKILLS
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>”

12. SELLING SELLING SKILLS
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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13. SELLING SELLING SKILLS
Selling Cycle
Page 13
1.
Greeting
2.
Qualifying
Customer
3.
Presenting
Merchandise
4.
Overcoming
Objection
5.
Close and
Ad-on

14. SELLING SELLING SKILLS
Qualifying Customer
Page 14
We qualify customers on basis of….
Caste
Religion
Personal
Relations
Assumption
Appearance
Needs

15. SELLING SELLING SKILLS
Customer needs can be classified as :
• Stated Needs(what they say)
• Unstated Needs (what they mean to say)
Qualifying Needs
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16. SELLING SELLING SKILLS
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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17. SELLING SELLING SKILLS
As you understand Customer’s Need..
Now its time to show options..!!
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18. SELLING SELLING SKILLS
Selling Cycle
Page 18
1.
Greeting
2.
Qualifying
Customer
3.
Presenting
Merchandise
4.
Overcoming
Objection
5.
Close and
Ad-on

19. SELLING SELLING SKILLS
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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20. SELLING SELLING SKILLS
Merchandise Presentation
Preparation required:
• Gain product knowledge
• Be familiar with product placement in the store
• Be confident about yourself
• And..
Page 20
Practice… Practice… Practice…

21. SELLING SELLING SKILLS
Selling Cycle
Page 21
1.
Greeting
2.
Qualifying
Customer
3.
Presenting
Merchandise
4.
Overcoming
Objection
5.
Close and
Ad-on

22. SELLING SELLING SKILLS
Overcoming Objection
What is an Objection / Doubt??
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Doubts are milestones that brings
you and customers closer to sales

23. SELLING SELLING SKILLS
Handling Objection
• Yes-But Technique
• The Choice Technique
• Ask Open ended question
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Verify if the objection is
answered satisfactorily

24. SELLING SELLING SKILLS
Saying No..!!
Sandwich Technique
Page 24

25. SELLING SELLING SKILLS
Selling Cycle
Page 25
1.
Greeting
2.
Qualifying
Customer
3.
Presenting
Merchandise
4.
Overcoming
Objection
5.
Close and
Ad-On

26. SELLING SELLING SKILLS
Closing the Sale
Page 26
Sale is not complete unless it is closed..!!

27. SELLING SELLING SKILLS
Closing a Sale
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When?? How??

28. SELLING SELLING SKILLS
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

29. SELLING SELLING SKILLS
As you notice a strong buying signal..!!
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FOR

30. SELLING SELLING SKILLS
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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31. SELLING SELLING SKILLS
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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32. SELLING SELLING SKILLS
Ad-ons are low value article, but
they play a BIG role in increasing
the sales
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33. SELLING SELLING SKILLS
Closing the sale
Page 33
Take the Customer to Billing Counter
Collect required information
Bill the products
Thank the customer

34. SELLING SELLING SKILLS
Selling Cycle
Page 34
1.
Greeting
2.
Qualifying
Customer
3.
Presenting
Merchandise
4.
Overcoming
Objection
5.
Close and
Ad-on

35. SELLING SELLING SKILLS Page 35
Happy
Selling