Customer Centric Selling

7/23/2019 Customer Centric Selling

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SELLING SKILLS


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What Kind Of Customer are You?What Kind Of Customer are You?

Customer Centric Selling


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"The most successful people in any industry"The most successful people in any industryare seldom the smartest or bestare seldom the smartest or best

looking...they're the people ho can sell"!looking...they're the people ho can sell"!

en #oleyen #oley

Customer Centric

Selling


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Customer Centric

Selling

What is selling?

Selling is taking an idea, planting the id

in your customers minds and making t

feel they thought of it..but do it ethicall


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Six Selling Themes

i!erentiate "ustomers # $ank %ccounts

esign i!erentiated &!erings '"redit "ard

Keep E(isting "ustomers # %)*#ebit "ard

E(ploit "ross +otential ' &ther $ank customers

E(ploit Loyalty +otential '#ebit "ard

*a(imiing Life )ime -alue ' Lifetime free creditcard


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Competiti$e %d$antageCompetiti$e %d$antage

Someone can copy your business strategySomeone can copy your business strategy

Someone can copy your marketing ApproachSomeone can copy your marketing Approach

Someone can copy your productSomeone can copy your product

Someone can copy your manufacturing capabilitiesSomeone can copy your manufacturing capabilities

Someone can copy your market accessSomeone can copy your market access

No one can copy your knowledgeand relations with your customers


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Core Processes

Retain

currentcustomers

Sell more

to currentcustomers

Acquire newcustomers


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Core &rocessesCore &rocesses

Retaincurrentcustomer

Sell moreto currentcustomers

Acquire new

customers


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elation beteen ac(uisitionelation beteen ac(uisition

costs re$enues and marginscosts re$enues and marginsLifetime value

Referrals

Increase of margins

Cross selling

Additional Turnover

asic turnover

Acquisition costs


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Customer Centric )ellingCustomer Centric )elling

Customers are:Customers are:

More AwareMore Aware

More demanding &More demanding &powerful.powerful.

Less LoyalLess Loyal


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Selling to an !xisting " a #ew

Customer

Role Pla$

"ustomer "entric Selling


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Customer Centric )ellingCustomer Centric )elling

The Customer Centered *ecision CycleThe Customer Centered *ecision Cycle

)atisfaction)atisfaction

%cknoledgement%cknoledgement

*ecision*ecision

+n$estigation+n$estigation

)election)election

econsiderationeconsideration


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Customer Centric

SellingThe %nl$ Two Things Customers !ver u$

&ood 'eelings

Solutions to (ro)lems


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Tracking *ecision ,akingTracking *ecision ,aking

&rocess&rocess



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The Customer Centered )ellingThe Customer Centered )elling

CycleCycle

esearch )tageesearch )tage

%nalysis )tage%nalysis )tage

e(uirement )tagee(uirement )tage

Confirmation )tageConfirmation )tage)pecification )tage)pecification )tage

)olution )tage)olution )tage

Close )tageClose )tage

,aintenance )tage,aintenance )tage


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esearch )tageesearch )tage

*etermine the decision maker*etermine the decision maker

-asic +nformation-asic +nformation

arn the customer/s Trustarn the customer/s Trust

%sk 0uestions hich play to your strength%sk 0uestions hich play to your strength


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%nalysis )tage%nalysis )tage

1 The intent of selling is to protect theThe intent of selling is to protect thecustomer from what if! not what is!.customer from what if! not what is!.

1 "f they cry#they!ll buy"f they cry#they!ll buy


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e(uirement stagee(uirement stage

*isco$er the )olution*isco$er the )olution

ist 2 Confirm 3eedsist 2 Confirm 3eeds


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Confirmation )tageConfirmation )tage

Test 4nderstandingTest 4nderstanding


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)pecification )tage)pecification )tage

ock out misunderstandings 2 Competitionock out misunderstandings 2 Competition

Commit to )pecificationsCommit to )pecifications


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)olution stage)olution stage

ecommend a )olutionecommend a )olution

&ro$ide %lternati$es&ro$ide %lternati$es

5ain %n %greement5ain %n %greement


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Close )tageClose )tage

einforce benefitseinforce benefits

%sk for ead%sk for ead


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)he "ustomer "entered Selling"ycle

*aintenance Stage/

%fter Sales Ser0ice

1emember if you are not 2atching

the customer somebody else may be

2atching

"ustomer "entricustomer entr c


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"ustomer "entricustomer entr cSellingSelling

$hat to do when the customer cannot$hat to do when the customer cannotmake up his mind%make up his mind%

The customer does not know eerything aboutThe customer does not know eerything about

eerything he buys.eerything he buys.

'on!t gie the customer too many'on!t gie the customer too many

optionsoptions

()ample : Camera()ample : Camera

us omer en r cus omer en r c


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us omer en r cus omer en r cSellingSelling

$hat to do when the customer raises$hat to do when the customer raisesobstacles or ob*ections to buying%obstacles or ob*ections to buying%

$hen they ob*ect gie them more$hen they ob*ect gie them moreSolutions & good +eelings.Solutions & good +eelings.


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Peo(le *ate to )e Sold utLove To u$



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)ales )ecrets)ales )ecrets

6 ,agic Words for )ales )uccess6 ,agic Words for )ales )uccess )top7.. )elling)top7.. )elling

The reason hy $eryone ants to buyThe reason hy $eryone ants to buy

-ecause they only care about hat interests them.-ecause they only care about hat interests them.

8o to Turn $ery person into a ife long customer.8o to Turn $ery person into a ife long customer.

%cti$e istening%cti$e istening

Your customers are desperate to beheard & acknowledged!


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What is Cross Selling ?

Selling our existing customer a di+erent(roduct

'or e,g- If we have .r,/ holding a CreditCard we can convince him to o(en a savingaccount with us


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Customer CentricSelling3nderstanding the type of customer

"reating a 2ant in the customer

Suggesting product according to his needs and

pushing the right product

4ighlighting on the uni5ue selling points of theproduct

6or e.g/ If *r $ is a senior citien you can cross sella 6i(ed eposit 2hich is carrying good rate ofinterest 2hich are 7e(ible also


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%ne sto( sho( forcustomers

Customer CentricSelling


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Cross selling

RolePlay


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Cross selling



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Thank youThank you

Customer Centric Selling

Documents

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