NDR (UNDEL) -...
Transcript of NDR (UNDEL) -...
NDR (UNDEL)
SESSION OBJECTIVES By session end you will be able to identify with:
1. NDR – OMS Overview
2. NDR – Access OMS Interface
3. UNDEL Order Search.
4. UNDEL – Details Page
5. Updating UNDEL Data
6. Updating UNDEL Data Process Flow
7. NDR Frequent Objections.
Customer
A customer is the most important visitor on our premises He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.
M. K. Gandhi
Session Objectives
By the end of this session, you’d be able to:
Groom yourself for success
Apply Selling cycle
Understand the Buying Process
Understand the Selling Process
Map the Buying Process with Selling Process
Groom yourself for success
Grooming
For
Success
First
Impression
Managing
relationships
Professional
Etiquette
What do you
think of them?
What do you
think of them?
First Impression
Workplace means
1. Your performance at work impacts the Organization
2. You are the Brand Ambassador of the Organization
3. The First Touch Point for Customer
Our Vision and You
Adhere to
naaptol
Values
Honor
Commitment
Made
Identify
and fulfill
Customer
Needs
Service
Orientation
Keep in
Touch
Take
Ownership
Be a Brand
Ambassador
Your success
Factors that will help you succeed –
1. Sincere desire to help clients both internal and external
2. Achieve goals and missions of the organization while you achieve your
own
3. Attitude of service and quality
Personal grooming & hygiene
1. Be Presentable
2. Be neat & clean
3. Combed and styled hair
4. Shave everyday
5. Maintain healthy living standards
6. Use a deodorant / perfume everyday
7. Get adequate sleep to avoid looking sleepy / groggy
8. Use Shampoo regularly
9. Use aftershave
10. Avoid onions, garlic, seafood & smoking before any meeting
Personal grooming & hygiene
11. Use mouth freshener always
12. Cut nails regularly
13. Wear clothes that are clean & ironed
14. Make sure there are no stain or tear in the clothes
15. Make sure shirt’s and trouser’s buttons are not broken
Managing relationships
Importance
1. Improve effectives
2. Increase efficiency
3. Introduces you to a wide range of people with different skills, knowledge
and links to further contacts
4. Gain access to larger resources
5. Fulfill mission more effectively
6. Provides you with sources of information and a forum for sharing ideas
7. Gives you access to advice on a wide range of subjects
8. Supports you in professional and personal challenges
Build relationships
Put efforts to –
1. Remember person’s name
2. Remember details such as where they stay and what their interests are
Make it a habit to –
1. Greet everyone
2. Talk people you come into contact with
3. Take a genuine interest in their likes and dislikes
4. Have informal conversations with people
Ways to Network
1. Get to know your colleagues / customers more closely
2. Develop a broad range of activities in your personal and professional life
4. Understand how other colleagues, customers might be feeling
Acknowledge that people at different times feel –
1. Angry
2. Aggressive
3. Nervous
4. Worried
5. Happy
SELLING SKILLS
Definition –
Selling Skills – is the ability of persuading the consumer / customer that
buying the product or service will benefit him / her.
Presale Preparation
The Pre-Sales Preparation can be broken into two areas –
1. Planning
2. Preparing
Planning is action based
It is a scheme or method, developed in advance, for proceeding or making
something
Prepare is to put together various elements or ingredients
Importance
Pre Sales Preparation helps in being –
1. Organized
2. Confident
3. Effective
Components
Attitude Knowledge
of C-P-C
Company
Competition
Product
Sales
Scripts
Using
Database
Knowledge
Knowledge
Product
Competition Company
Know you product
Knowledge is power and for us more product knowledge means more
sales.
Knowing what you are selling helps in –
1. Strengthening Communication Skills
2. Boosting Enthusiasm
3. Growing Confidence
4. Overcoming Objections
Know Your Company
Having knowledge about your own company helps in –
1. Answering customer’s query effectively
2. Giving assurance to the customer
3. Building brand image
Know your competitors
naaptol
1. More Than 20,000 products
2. PAN India Logistic footprints
3. Reaching customer’s through
strong channels like
1. TV
2. WEB
3. Print
4. Trained Sales & Customer
Service Professionals
Know your competitors
naaptol
1. More Than 20,000 products
2. PAN India Logistic footprints
3. Reaching customer’s through
strong channels like
1. TV
2. WEB
3. Print
4. Trained Sales & Customer
Service Professionals
Competitor
1. Limited Range
2. Limited Cities
3. Non availability of more than
one strong channel
4. Untrained task force
Buying Steps & Selling Steps
Buying Steps
1 - Recognition of Need
2 - Evaluation of options
3 - Eliminating of Doubts
4 - Decide to Buy
REED Chart Recognise the Need
First, an individual feels the need to buy a product / service
Evaluate the options
Then he evaluates various offers in the market and shortlists the
one that meets his needs most closely
Eliminate Doubts
Having identified the brand that he would like to buy, he gets
clarifications on the concerns that he has regarding the
product/service
Decide to Buy
Finally, he decides to purchase the product/service
Selling – in 5 simple steps
1 – Opening the call
2 – Developing the call
3 – Proposing the solution
4 – Eliminating the doubt
5 – Closing the sale
Opening the Call
At this stage, you introduce yourself, your company and state the purpose of
your visit
Developing the Need
At this stage, you develop the customer’s need by making him aware of his
problems and the implications of these problems
Proposing a Solution
Here you offer a solution that satisfies the customer’s important concerns
Eliminating Doubts
After you have proposed a solution, you need to address the concerns that the
customer may have about your offer or your company
Closing the Sale
This is the final stage in the selling process This could mean getting the order or
getting to the next stage by getting a commitment from the client
ODPEC- Chart
Selling – in 5 simple steps (Contd.)
Opening: Good
morning, my name is
XYZ , How may I
assist you today? Developing:
What Would you
want to buy today?
Proposing: we have
Wespro Camcorder
which has all the
features you need
Eliminating Doubts: I
assure that you will get
best after sales services
from our company.
Closing: Would you
like to place the
order?
Map the –
Buying Process with Selling Process
1 – Recognition of Need
2 – Evaluation of Options
3 – Eliminating the doubt
4 – Decide to buy
1 – Opening the Call
2 – Developing the call
3 – Proposing the Solution
4 – Eliminating the Doubt
5 – Closing the Sale
1 – Opening the Call
Opening the call
Verbal Components
1. Greet the customer
2. Confirm the name of the
customer
3. State a clear and crisp objective
of the call
Non-verbal Components
1. Smile
2. Confidence
3. Enthusiasm
4. Positivity
5. Friendliness
6. Sincerity
Opening the call (Contd.)
Beware of –
1. Distraction
2. Open Mind
3. No pen & no paper
Opening the call (Contd.)
Fillers Killers –
1. Avoid using Fillers
2. Become aware of Fillers
3. Practice, practice & practice
Uh..
Like..
Ok sir…
Huh..
Opening the call (Contd.)
Keep in Mind –
1. Use words to create interest
2. Avoid Industry Jargons
3. Avoid vague phrases
4. Not a mini sales presentation
Opening the call (Contd.)
Role Play
2 – Developing the call
Developing the call
Developing the Call through –
1. Rapport Building
2. Listening Skills
3. Probing Skills
Developing the call (Contd.)
Rapport Building
Build rapport to –
Influence Persuade Agree
Developing the call (Contd.)
The Best Practice –
1. Talk less
2. Be professional
3. Establish trust
4. Probing Skills
Developing the call (Contd.)
The Best Practice –
1. Talk less
Ask Listen Respond
Developing the call (Contd.)
Listening Skills – Activity
Developing the call (Contd.)
Listening Skills
Developing the call (Contd.)
Active Listening –
1. Are willing to listen
2. Focus is on the customer
3. Give verbal encouragers
4. Check back with the prospect
Developing the call (Contd.)
Importance of Listening Skills –
To fulfill Customer’s Expectations –
1. To feel respected
2. To feel understood
3. To feel comfortable about a Stated &
Unstated Requirement
Developing the call (Contd.)
The Best Practice –
2. Be Professional
a. Do not get personal
b. Short & simple
c. Back on track
d. Know your plan
Developing the call (Contd.)
The Best Practice –
3. Establish trust
a. Put the customer at ease
b. Be sure about your responses
c. Be believable
Developing the call (Contd.)
Use your voice
1. Tempo
2. Resonance
3. Inflection
4. Pitch
Developing the call (Contd.)
The Best Practice –
4. Probing Skills - Activity
Developing the call (Contd.)
4. Probing –
a. Is the skill of questioning to obtain information
b. Is to uncover details, needs & facts
c. Makes the other person think by asking relevant questions
d. Make customer’s need statement
Types of probing
Developing the call (Contd.)
Probing
Open Ended Close Ended
Types of probing –
1. Open ended probing
A question or, statement that encourages the customer to speak freely about
a topic of his choice or stimulates the customers to expand on something
already stated
E.g. In which color you would like to have …?
Developing the call (Contd.)
Types of probing –
2. Close ended probing
A question that steers the conversation to a specific topic of your choice
and limits customer’s response. (sometimes to short one or two word
answers)
E.g. Would you like to have this in black color or in white color?
Developing the call (Contd.)
Developing the call (Contd.)
Role Play
3 – Proposing the Solution
Proposing the solution
Summarize the Strong Need
Suggest your proposal as a solution
Demonstrate your solution
Proposing the solution (Contd.)
Presenting a Solution Using Features, Advantages and Benefits
1. Features - The key attributes of a product
2. Advantages – The use of the particular feature
3. Benefits – What it can do for the customer
Proposing the solution (Contd.)
Activity –
Proposing the solution (Contd.)
Offer benefits –
STRIKE THE IRON WHEN HOT
1. Offer benefits only after you have developed strong needs
2. Benefits offered on weak needs have little impact
HEAT THE IRON BEFORE STRIKING
Proposing the solution (Contd.)
Role Play
4 – Eliminating the Doubt
Eliminating the doubt
Follow the Three Golden Steps –
1. Listening to the customer – Recall Active Listening
2. Clarifying the customer’s objections/doubt
3. Resolving the concern effectively
Eliminating the doubt (Contd.)
Objections – is an expression, statement or feeling of opposition or dislike.
Types of objection –
Types of Objections
Capability can
Objection
Capability Can’t
Objection
Value Objection
Price Objection
Eliminating the doubt (Contd.)
Types of objection –
1. Capability can objections are doubts in the mind of a customer about
your company's capability
2. Normally capability can't objections surface when the customer’s
decision criteria do not match your product benefits
3. Value objection surfaces when the customer does not see enough value
for money in the seller's offering
4. Price objection is the most common objection in the world of sales
Eliminating the doubt (Contd.)
Principle of handling objection –
1. Don’t ignore doubts – If you don’t discuss doubts, they won’t go away.
2. Build relationships early – Customers will not share doubts unless you
have established trust.
3. Only the customer can resolve a doubt – Don’t give solutions, help
them arrive at one.
Eliminating the doubt (Contd.)
Role Play
5 – Close the Sale
Closing the sale
Some facts –
1. Not linear
2. Sales is a cycle
3. Closing the sale is not the last step
4. Commitment at every stage
Closing the sale (Contd.)
Direct
Close
Assumptive
Close
Alternate
Close
Calendar
Close
Closing the sale (Contd.)
1. Direct Close –
a. Straight forward
b. Simply ask for sale
e.g. So sir, should I go ahead and place the order for you?
Direct Close
Closing the sale (Contd.)
2. Assumptive Close –
a. Make a guess
b. Proceed with formalities
I think …..
Assumptive Close
e.g.:- As we don’t deliver this product at your city,
can you give address for any other city
Closing the sale (Contd.)
3. Alternate Close –
a. Narrower than assumptive
b. Make a guess
c. Give limited options
d. Ask prospect to choose
Alternate Close e.g.:- Sir we have nokia mobile and samsung mobile available
with us so which one you would like to prefer.
Closing the sale (Contd.)
4. Calendar Close –
a. Agree on date and time
b. Keeps the deal open
e.g. definitely sir, you can discuss it with your family. I will call you back after
2 days?
Calendar Close
Closing the sale (Contd.)
Role Play
HAPPY SELLING