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Selling-skills

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prabhat-kumar

This document provides an overview of basic and advanced selling skills. It discusses key concepts like understanding customer needs and matching products to those needs. It also outlines the selling process from preparation to closing the sale. Specific skills discussed include active listening, overcoming objections, asking open and closed questions, and following up with customers after the sale. The goal is to help sellers understand customers, present solutions to problems, and build long-term customer relationships.

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Selling Skills Basic-Advanced BY : Dr.Taleb Hammad
Selling Skills
SELLING IS …… “ Getting someone to do what you want them to do the way they want to do it” well & willingly” ! ! ! ! V h.F.De BOEST
Selling concepts Helping people achieve their needs Matching what you have to offer with what the buyer wants
Selling?
C U S T O M E R S A L E S R E P.
Selling process Preparation Business-like Introduction Presentation Help the buyer recognise opportunity Use open questions to gather information and identify what they need: What, Where, When, How , Who, Why. Closed questions to confirm clarity: Is , Was, Does
THE MARKETING MIX THE CONSUMER’S ENVIRONMENT I N S T I T U T I O N S LEGAL SYSTEM C O M P E T I T I O N PRODUCT PRICE PROMOTION DISTRIBUTI0N PERSONAL SE L LING
PRODUCT LIFE CYCLE PATERN TYPICL SALES CURVES INTRODUCTION GRWOTH MATURITY SATURATION DECLINE TIME SALES ( $ OR UN)
BICYCLE ANALOGY BACK WHEEL PRO.KNOWLEDGE EXPERIENCE TASK COMPETENCES ETC. POWER FRONT WHEEL PEOPLE KNOWLEDGE RELATIONSHIP SKILL MKT. INTELLIGENCE/INF. ETC… DERECTION
OBJECTIVES TERRITORY TIME ACTION PLANNER
How to succeed Preparation
Preparation Means
Selling skills also used in…….. Marketing yourself Ideas Internal customers Public sector
Customer Marketing and selling begins and ends with the CUSTOMER Not your product
Marketing Product - benefits Place Price Promotion – stand, posters, flyers, tables, relationship marketing
Why should a customer buy from you? fulfil a need fashion image salesmanship advertising peer pressure impulse price location value health fear legislation quality & reliability reputation after-sales service
Do not tell the customer about your product and service until you have found out which company they are from and what sort of cake they are interested in.
Selling skills Present the solution, while overcoming customer concerns. Consider your competition Ask for the business Evaluate
Skills Networking Communication active listening summarising Persuading Influencing Negotiating
REMEMBER Prepare your marketing and costing Stress (adapted) benefits to customer, not just the features Draw attention to the strengths of your product Ask for the business Keep motivated
He who whispers down a well, about the things he has to sell, will not make as many dollars as he who climbs a tree and hollers.
Sharpen Your Selling Skills
Competing with Competitors Two things to remember: Selling Skill of employees determine success or failure of business skills to provide service and generate sales To customers the salesperson is the business good or bad in the mind of customers focus turn salesperson into motivated sales force
Six Steps Toward Selling Success 1. Lay out the groundwork Knowledge Attitude Techniques 2. Approach and relate Sell the relationship Help customers buy the right thing
Continued 3. Make the Presentation Know the features Sell the benefits - by answering “What is in it for me?” Sell the advantages- by answering “Why should I buy from this person?” and “Do you knock the competition?” 4. Overcome the Objections
Continued 5. Close and Supplement Always be closing- help customer decide how -not whether they will buy. Can you see how this would meet your needs (or solve your problem)? Since I haven’t heard any objections, I’m assuming you agree with me? Right? Are you ready for us to talk about the final details? Shall we go ahead and get started with your order? Ask for the sale Suggest additional products after initial decision has been made.
Continued 6. Follow up and Make them Customers for Life Contact customers after sale Send a “customer satisfaction” survey Prove your dependability Handle complaints promptly Add customer names to mailing list and keep regular contact Ask for referrals
Visualize Success Selling is people-serving-people process that should include the following: Training you staff to care about serving customers Learning to listen to customers in order to zero in on their needs Practicing courtesy in every situation learning about your products and services so you can point out the benefits and advantages
Visualize Success- Continued Suggesting additional items that will save your customers time and additional expense Making every customer feel welcome and appreciated Following up sales with a thank you and a satisfaction survey
Selling Skills Effective selling
3 basic sales approaches Standard Pat statements and refined sales pitch Good for rookies, uniform for mgmt No listening Need Satisfaction Lots of careful questions to find opportunity Problem-Solution Full analysis of customer needs
Always be prepared Before the Call Know your product inside out. Be knowledgeable about this industry. Know your competition Know the basics of the customers needs. People in common. Believe in yourself, your company, and product or DON’T be there.
The pre-call Plan Always have a written plan Flowers for receptionist, get 2 names, name impression Always have a list of objectives for you/customer Free product trial, competitors terms, secure lunch date Always have a goal of learning something new about the customer Equipment, ancillary products, 2 nd tier suppliers Their “go to market strategy” and unique advantages Always try to have an actionable item for you and your customer after the call Price on equipment, tech specs, trial in plant, customer volume per month
Before intro… Read the “sign in sheet”. Always. Consider whether to write your name/company legibly or not. Extra effort with reception. Always. Never talk in car in lot, elevators, lobby, bathroom, etc. Review your written plan briefly. Look very relaxed in the lobby. (even if not)
First few minutes matter… Nonverbal visual cues Your dress. Plan it. Look them in the eye and shake firmly. Smile broadly. Show personal enthusiasm in body language. Pace yourself by customer…watch them approach
The opener… “ I’m Cliff Brooks, How are you?” “ Nice looking kids. I’ve got a few just about that age, pretty darn busy around our place.” “ How’s your day so far?” “ How goes the battle today?” “ Got your name from Joe…thanks for seeing me. He thought this might make sense for us to get together…” “ Couldn’t help seeing those tanks on the side of the building…I’d bet you are pretty happy with those H&K 2 ton stainless auto top loaders?”
Needs Discovery After closing this is the key selling skill. Question and listen. Really listen What’s not being said? What are they trying to say but “can’t” What’s the real need? Sometimes the needs are “just those of the buyer, and not actual”. You understand!
Questions… Open probes… How are the new regulations from OSHA hurting your business? or “OSHA’s sure got our industry in a bind right now. You guys seem to be doing so well how are you doing it?”
Closed Probes… Is delivery a problem for you? Or Given the shortage of trucking with the strike could our dedicated fleet of company owned delivery trucks help with those delivery delays? Would extended payment terms help?
Concerns/Objections Typically a natural part of any call An opportunity for more dialogue Helps both parties in buying process. “this is a buying process” Customer “indifference” is the killer not active objections
Handling Objections Listen Agree/restate without prejudice Get clear about the real issue Discuss solutions Ask for a commitment
Closing… Trial closes might uncover more issues/needs Is this what you had in mind? Would this do the job for you? How does this look? If still no… What specifically doesn’t seem as though it meets your needs?
Look for buying cues… Nonverbal yes’s Sounds good… Focus on delivery and terms in discussion Timelines Pulling out PO forms Looking up stock/inventory
Close Alternative close Which would you prefer the single case or pallet quantity? Summary close With the 10% gain in factory efficiency and unique new volume price program lets get this on the books. When would you like delivery?
Post Sale Service, service, service. Know your company’s ability Don’t ever oversell Call and write. Creative thanks. Visit again soon after product delivery.
Five reasons salespeople lose sales Apathy Misjudging you customer’s intent to buy Lack of product knowledge Rudeness Failure to suggest other items
Dr . Taleb Hammad B.Sc Pharmacy , MBA [email_address]

More Related Content

Selling-skills

  • 1. Selling Skills Basic-Advanced BY : Dr.Taleb Hammad
  • 3. SELLING IS …… “ Getting someone to do what you want them to do the way they want to do it” well & willingly” ! ! ! ! V h.F.De BOEST
  • 4. Selling concepts Helping people achieve their needs Matching what you have to offer with what the buyer wants
  • 6. C U S T O M E R S A L E S R E P.
  • 7. Selling process Preparation Business-like Introduction Presentation Help the buyer recognise opportunity Use open questions to gather information and identify what they need: What, Where, When, How , Who, Why. Closed questions to confirm clarity: Is , Was, Does
  • 8. THE MARKETING MIX THE CONSUMER’S ENVIRONMENT I N S T I T U T I O N S LEGAL SYSTEM C O M P E T I T I O N PRODUCT PRICE PROMOTION DISTRIBUTI0N PERSONAL SE L LING
  • 9. PRODUCT LIFE CYCLE PATERN TYPICL SALES CURVES INTRODUCTION GRWOTH MATURITY SATURATION DECLINE TIME SALES ( $ OR UN)
  • 10. BICYCLE ANALOGY BACK WHEEL PRO.KNOWLEDGE EXPERIENCE TASK COMPETENCES ETC. POWER FRONT WHEEL PEOPLE KNOWLEDGE RELATIONSHIP SKILL MKT. INTELLIGENCE/INF. ETC… DERECTION
  • 11. OBJECTIVES TERRITORY TIME ACTION PLANNER
  • 12. How to succeed Preparation
  • 14. Selling skills also used in…….. Marketing yourself Ideas Internal customers Public sector
  • 15. Customer Marketing and selling begins and ends with the CUSTOMER Not your product
  • 16. Marketing Product - benefits Place Price Promotion – stand, posters, flyers, tables, relationship marketing
  • 17. Why should a customer buy from you? fulfil a need fashion image salesmanship advertising peer pressure impulse price location value health fear legislation quality & reliability reputation after-sales service
  • 18. Do not tell the customer about your product and service until you have found out which company they are from and what sort of cake they are interested in.
  • 19. Selling skills Present the solution, while overcoming customer concerns. Consider your competition Ask for the business Evaluate
  • 20. Skills Networking Communication active listening summarising Persuading Influencing Negotiating
  • 21. REMEMBER Prepare your marketing and costing Stress (adapted) benefits to customer, not just the features Draw attention to the strengths of your product Ask for the business Keep motivated
  • 22. He who whispers down a well, about the things he has to sell, will not make as many dollars as he who climbs a tree and hollers.
  • 23. Sharpen Your Selling Skills
  • 24. Competing with Competitors Two things to remember: Selling Skill of employees determine success or failure of business skills to provide service and generate sales To customers the salesperson is the business good or bad in the mind of customers focus turn salesperson into motivated sales force
  • 25. Six Steps Toward Selling Success 1. Lay out the groundwork Knowledge Attitude Techniques 2. Approach and relate Sell the relationship Help customers buy the right thing
  • 26. Continued 3. Make the Presentation Know the features Sell the benefits - by answering “What is in it for me?” Sell the advantages- by answering “Why should I buy from this person?” and “Do you knock the competition?” 4. Overcome the Objections
  • 27. Continued 5. Close and Supplement Always be closing- help customer decide how -not whether they will buy. Can you see how this would meet your needs (or solve your problem)? Since I haven’t heard any objections, I’m assuming you agree with me? Right? Are you ready for us to talk about the final details? Shall we go ahead and get started with your order? Ask for the sale Suggest additional products after initial decision has been made.
  • 28. Continued 6. Follow up and Make them Customers for Life Contact customers after sale Send a “customer satisfaction” survey Prove your dependability Handle complaints promptly Add customer names to mailing list and keep regular contact Ask for referrals
  • 29. Visualize Success Selling is people-serving-people process that should include the following: Training you staff to care about serving customers Learning to listen to customers in order to zero in on their needs Practicing courtesy in every situation learning about your products and services so you can point out the benefits and advantages
  • 30. Visualize Success- Continued Suggesting additional items that will save your customers time and additional expense Making every customer feel welcome and appreciated Following up sales with a thank you and a satisfaction survey
  • 32. 3 basic sales approaches Standard Pat statements and refined sales pitch Good for rookies, uniform for mgmt No listening Need Satisfaction Lots of careful questions to find opportunity Problem-Solution Full analysis of customer needs
  • 33. Always be prepared Before the Call Know your product inside out. Be knowledgeable about this industry. Know your competition Know the basics of the customers needs. People in common. Believe in yourself, your company, and product or DON’T be there.
  • 34. The pre-call Plan Always have a written plan Flowers for receptionist, get 2 names, name impression Always have a list of objectives for you/customer Free product trial, competitors terms, secure lunch date Always have a goal of learning something new about the customer Equipment, ancillary products, 2 nd tier suppliers Their “go to market strategy” and unique advantages Always try to have an actionable item for you and your customer after the call Price on equipment, tech specs, trial in plant, customer volume per month
  • 35. Before intro… Read the “sign in sheet”. Always. Consider whether to write your name/company legibly or not. Extra effort with reception. Always. Never talk in car in lot, elevators, lobby, bathroom, etc. Review your written plan briefly. Look very relaxed in the lobby. (even if not)
  • 36. First few minutes matter… Nonverbal visual cues Your dress. Plan it. Look them in the eye and shake firmly. Smile broadly. Show personal enthusiasm in body language. Pace yourself by customer…watch them approach
  • 37. The opener… “ I’m Cliff Brooks, How are you?” “ Nice looking kids. I’ve got a few just about that age, pretty darn busy around our place.” “ How’s your day so far?” “ How goes the battle today?” “ Got your name from Joe…thanks for seeing me. He thought this might make sense for us to get together…” “ Couldn’t help seeing those tanks on the side of the building…I’d bet you are pretty happy with those H&K 2 ton stainless auto top loaders?”
  • 38. Needs Discovery After closing this is the key selling skill. Question and listen. Really listen What’s not being said? What are they trying to say but “can’t” What’s the real need? Sometimes the needs are “just those of the buyer, and not actual”. You understand!
  • 39. Questions… Open probes… How are the new regulations from OSHA hurting your business? or “OSHA’s sure got our industry in a bind right now. You guys seem to be doing so well how are you doing it?”
  • 40. Closed Probes… Is delivery a problem for you? Or Given the shortage of trucking with the strike could our dedicated fleet of company owned delivery trucks help with those delivery delays? Would extended payment terms help?
  • 41. Concerns/Objections Typically a natural part of any call An opportunity for more dialogue Helps both parties in buying process. “this is a buying process” Customer “indifference” is the killer not active objections
  • 42. Handling Objections Listen Agree/restate without prejudice Get clear about the real issue Discuss solutions Ask for a commitment
  • 43. Closing… Trial closes might uncover more issues/needs Is this what you had in mind? Would this do the job for you? How does this look? If still no… What specifically doesn’t seem as though it meets your needs?
  • 44. Look for buying cues… Nonverbal yes’s Sounds good… Focus on delivery and terms in discussion Timelines Pulling out PO forms Looking up stock/inventory
  • 45. Close Alternative close Which would you prefer the single case or pallet quantity? Summary close With the 10% gain in factory efficiency and unique new volume price program lets get this on the books. When would you like delivery?
  • 46. Post Sale Service, service, service. Know your company’s ability Don’t ever oversell Call and write. Creative thanks. Visit again soon after product delivery.
  • 47. Five reasons salespeople lose sales Apathy Misjudging you customer’s intent to buy Lack of product knowledge Rudeness Failure to suggest other items
  • 48. Dr . Taleb Hammad B.Sc Pharmacy , MBA [email_address]

Editor's Notes

  1. You have been very good a negotiating and fitting in with strategy, but now have to work out costs so don’t sell at a loss or even miss the chance to make profits Creatives making the stand look attractive Meeters and greeters Negotiators