Selling skills
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Transcript of Selling skills
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Selling Skills
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Meet Mr. SalesCoach!
Look out for his Success Tips through Selling Skills
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How Are You Doing It?
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Stakeholders
Customers
YOUOrganization
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Benefits To You
1. __________
2. __________
3. __________
4. __________
5. __________
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Benefits To Customer
1. __________
2. __________
3. __________
4. __________
5. __________
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Benefits To Organization
1. __________
2. __________
3. __________
4. __________
5. __________
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PAMPECS – Key To Success
• Prospecting
• Approach
• Meeting
• Presenting
• Elaborate
• Closing
• Servicing
PAMPECS gives you
Easier Sales,
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Sales Process Chart
Approach
Prospecting
Meeting
Elaborate
Closing
Generate Referrals
Servicing
Objection Handling
Introduction
Probing
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Approach
ProspectingProspecting
Meeting
Elaborate
Closing
Generate Referrals
Servicing
Objection Handling
Introduction
Probing
Sales Process Chart
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NNeed
NNeed
OOpportunity
OOpportunity
PProposition
PProposition
PPayment capacity
PPayment capacity
Can’t afford lumpsum payment, looking for affordable means of finance or borrowing to build/ buy homes
The proposition can attract adequate finance
Long term borrowing contract hence client would look for relationship than merely a transaction
Occupation and the general standard of living. Is he an HNI? What source of income? Nature of income (seasonal – regular etc)
NOPP Analysis
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Categorizing Prospects
Category Description
1 NOPP + Prospects whom I will meet in this week itself
2 NOPP + Prospects whom I will meet in next two weeks
3 NOPP + Prospects whom I will meet in next three weeks
4 NOPP + General prospects. I will decide later when to meet.
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Sr. NO Name – Age Address
Contact Nos
Occupation details
Family
details
Approx Total
Income
Common reference
(if any)CAT
1/2/3/4
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2
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Categorizing Prospects
Maintain a database based on categories
Add all the names and keep updating
Make it a regular habit!
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ApproachApproach
Prospecting
Meeting
Elaborate
Closing
Generate Referrals
Servicing
Objection Handling
Introduction
Probing
Sales Process Chart
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Approach
TelephoneTelephone
Feel, felt, found
LRAC
Approaching Potential Customers
Approaching Potential Customers
Face to faceFace to face
4x20 watch
Menu Card
(Will be discussed in Meeting section)
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Telecalling
Purpose of a call is to take appointment
and not to sell on phone
Can be done to anyone
It’s a skill that can be mastered
Need not be in English only. Can be done in
regional language
Increases your success rate
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Hints for Telecalling
1. What’s the best time for this
activity…
2. How to introduce myself…
3. How do I open up the
conversation…
4. What is two way choice…
5. How to close call gracefully…
Attitude,
Voice &Words
Tip: Prepare & Practice a Script!!
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Hints for Telecalling
Right Mind Set
+
Positive Attitude
+ = Result
Right Communication
+
Correct Words
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Telephone: Objection Handling
Feel Felt Found
– “I can understand how
you ‘Feel’
– Many of my clients ‘Felt’
the same way before…
– They ‘Found’ the
benefits of my services”
LRAC
– Listen
– Restate / Rephrase
– Answer
– Continue for
appointment
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Role Plays
• Your trainer will share the
outline of this activity
• Please follow it carefully to
master the technique
• Give your best shot
• Mistakes are welcome
• Please adhere to given time
frames
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Approach
Prospecting
MeetingMeeting
Elaborate
Closing
Generate Referrals
Servicing
Objection Handling
IntroductionIntroduction
Probing
Sales Process Chart
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Meeting Prospect
Is it advisable to start directly with product sell?!
Good opening leads to ‘building a bridge’ with
prospect
Can be done in regional language as well
Chance to create ‘professional impression’ and
increase your success rate
Well begun
half done!
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Meeting : Techniques
4x20
– 20 inches of your attire
(Head downwards)
– 20 things you notice in the
place of customer
– First 20 seconds of your
interaction
– First 20 words you speak
Right Introduction
– Helps control the
sales call
– Avoids a lot of future
objections
– Sample Introduction
– Role Plays
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Attention Grabbers
• At times it may not be possible with an
Introduction
• OR if you are looking at some more striking
opening…
• Try any one of the 4 attention grabbers or
the one you think appropriate.
• You need to handle it with care and
technique
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Role Plays
• Your trainer will share the
outline of this activity
• Please follow it carefully to
master the technique
• Give your best shot
• Mistakes are welcome
• Please adhere to given time
frames
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Approach
Prospecting
Meeting
Elaborate
Closing
Generate Referrals
Servicing
Objection Handling
Introduction
ProbingProbing
Sales Process Chart
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Lets Play A Game!
‘Guess the Hero’
• Trainer will decide the name of a hero but will not share it. The class has to figure out this name
• The class collectively can ask only 25 questions (except one direct question on name!) to trainer. He will answer to the point only and not more.
• 2/3 participants (selected by trainer) will note down the questions asked
• In all you have only 5 minutes to ask questions and guess the name
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Benefits of Elaboration
1. Product is offered based on info given by the customer – only way to get it – is ASK.
2. Most successful sellers have a mantra: “Telling is not selling; asking right questions leads to Sale”
3. Focusing on ‘Need Based Selling’ helps customer to ‘see’ the needs clearly and builds ownership of the solution
4. Reduced objections – faster sales since customer is involved in process
5. Reduces defaults, easy referrals
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Probing Questions
YesNo
Close Ended Questions
WhatWhenWhereWhyWhoHow
Open Ended Questions
Ask and you shall get it!
Confirmation Questions: (to handle objections) e.g. ‘Sir you mentioned that you are looking at fixed interest rates looking at the market, am I right?
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Role Plays
• Your trainer will share the
outline of this activity
• Please follow it carefully to
master the technique
• Give your best shot
• Mistakes are welcome
• Please adhere to given time
frames
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Approach
Prospecting
Meeting
ElaborateElaborate
Closing
Generate Referrals
Servicing
Objection Handling
Services Menu card
Probing
Sales Process Chart
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Why Elaborate
Essential step to ensure that client understands the design of the product and his options
Information collected using probing is used at this stage to offer the correct solution
Purpose is to ‘work out’ a solution using our products
Helps us in recommending ‘most appropriate’ solution to the customer’s requirements
Good elaboration prevents objections
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Approach
Prospecting
Meeting
Elaborate
Closing
Generate Referrals
Servicing
Objection Handling
Objection Handling
Services Menu card
Probing
Sales Process Chart
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What is an Objection?
There are different views on Objection:
• An objection is a concern that forms an important part of sales process
• An objection is a symptom of “Resistance to Sales”
• Objection is a step towards understanding the customer better
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Why customers raise Objections?
• Need for more information
• Voicing concern and seeking comfort
• Basic resistance to buy
• May be as an excuse…
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Why customers raise Objections?
When it comes to financial products
• Wrong ideas / notions / misunderstanding
• Confusion with other Financial Instruments
• Long Term Commitment
• Earlier experiences!?
• Any other?
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Different CustomersDifferent
CustomersDifferent
ObjectionsDifferent
Objections
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Types of Customers…
• Business – like
• Knowledgeable
• Friendly
• Shy
• Egoist
• Hostile
• Any other?
Know the customer
, know the
objection
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Technique
Accept it (in your mind)
Restate / Rephrase it
Think about it
Answer it
Confirm with the customer
Close (try to close)
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Product Features
Explanation of the working of the features
(IT DOES)
Benefits that the prospect would derive due to the advantages
(FOR YOU)
Advantages
Features
Benefits
Use the FAB language
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Approach
Prospecting
Meeting
Elaborate
ClosingClosing
Generate Referrals
Servicing
Objection Handling
Introduction
Probing
Sales Process Chart
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Global Research…
• 68% of Sellers Canada have found closing better when they met up with prospects at their Residences
• 26% of Sellers have found themselves Closing better at Clients office if the clients were from financial background
• 73% of Sellers have said that spouses had a role to play in Closing & in fact more persuasive
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How Many Times Do I ASK?
• Zig Ziglar on Selling:– 46% ask ONCE and quit
– 24% ask TWICE before giving up
– 14% ask THIRD time
– 12% hang in there to make FOURTH attempt
– 96% QUIT after making 4 attempts to close
– 60% of all sales are made after fifth closing attempt
– “4% Salesmen” make these 60% SALES!
Let us say
ABC: Always
Be Closing!!
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Types of Closes…
1. Hot Button Close
2. Objection close
3. Opinion close
4. Ben Franklin Close
5. Summary close
6. Door Knob close
Let us say
ABC: Always
Be Closing!!
List not exhaustive! Practice before use is necessary!
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Hot Button Close
90% buying decisions are made on 10% features /
advantages / benefits
Find the Key Benefit, that your Prospect is “looking for” or
has “appealed” him
Invite Objection – ask open ended neutral/leading questions
“Question Skillfully” and “Listen Carefully”
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Objection Close
Take the objection and make it the reason to buy
What if interest rates fluctuates abnormally
Foreclosure !!!!!!!!!
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Opinion Close
After presenting the “solution” and matching with the need invite
his OPINION
“Does this product now meets most of your needs?”
Keep seeking his consent while doing the elaboration
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Ben Franklin Close
Write down at least 5 reasons how the Plan meets the
Prospect’s Needs.
In the Process summarize every single feature, advantage
and benefit of the Plan.
Invite client to balance it with ‘cons’
Close using positive balance
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Summary Close
Assuming that the Prospect is willing, start the process of
documentation and seek his participation:
‘Mr X, as you were interested and we have discussed
the product and the most viable options… can we go
to the paperwork now?
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Door Knob Close
With very stubborn Prospects, thank him for the time and just pack your bag and walk towards the door.
Turn back and ask – Before leaving May I ask you 1 simple question that would help me in my
profession? What stopped you from buying this Plan?
This is final and last effort to invite the key Objection If you get it, you could make your day!
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