Selling Skills Ppt 830
-
Upload
hnp06murthy -
Category
Documents
-
view
43 -
download
20
Transcript of Selling Skills Ppt 830
11
SELLING SKILLS
22
What Kind Of Customer are You?What Kind Of Customer are You?
Customer Centric Selling
33
"The most successful people in any industry "The most successful people in any industry are seldom the smartest or best are seldom the smartest or best
looking...they're the people who can sell"—looking...they're the people who can sell"—Len FoleyLen Foley
Customer Centric Selling
44
Customer Centric Selling
What is selling?
Selling is taking an idea, planting the idea in your customers minds and making them feel they thought of it..but do it ethically.
55
Customer Centric Selling
Six Selling Themes
Differentiate Customers - Bank Accounts
Design Differentiated Offerings –Credit Card
Keep Existing Customers - ATM-Debit Card
Exploit Cross Potential – Other Bank customers
Exploit Loyalty Potential –-Debit Card
Maximizing Life Time Value – Lifetime free credit card
66
Competitive AdvantageCompetitive AdvantageSomeone 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 knowledge and relations with your customers
77
Core Processes
Retain current customers
Sell more to current customers
Acquire new customers
88
Core ProcessesCore Processes
Retain current customer
Sell more to current customers
Acquire new customers
99
Relation between acquisition Relation between acquisition costs revenues and marginscosts revenues and margins
Lifetime valueReferrals
Increase of margins
Cross selling
Additional Turnover
Basic turnover
Acquisition costs
1010
Customer Centric SellingCustomer Centric Selling
Customers are:Customers are:
More AwareMore Aware
More demanding & More demanding & powerful.powerful.
Less LoyalLess Loyal
1111
Selling to an Existing & a New Customer
Role Play
Customer Centric Selling
1212
Customer Centric SellingCustomer Centric Selling
The Customer Centered Decision CycleThe Customer Centered Decision Cycle
SatisfactionSatisfaction
AcknowledgementAcknowledgement
DecisionDecision
InvestigationInvestigation
SelectionSelection
ReconsiderationReconsideration
1313
Customer Centric Selling
The Only Two Things Customers Ever Buy
•Good Feelings
•Solutions to problems
1414
Tracking Decision Making Tracking Decision Making ProcessProcess
Customer Centric Selling
1515
The Customer Centered Selling The Customer Centered Selling CycleCycle
Research StageResearch Stage
Analysis StageAnalysis Stage
Requirement StageRequirement Stage
Confirmation StageConfirmation Stage
Specification StageSpecification Stage
Solution StageSolution Stage
Close StageClose Stage
Maintenance StageMaintenance Stage
1616
Research StageResearch Stage
Determine the decision makerDetermine the decision maker
Basic InformationBasic Information
Earn the customer’s TrustEarn the customer’s Trust
Ask Questions which play to your strengthAsk Questions which play to your strength
1717
Analysis StageAnalysis Stage
• The intent of selling is to protect the The intent of selling is to protect the customer from ‘what if’ not ‘what is’.customer from ‘what if’ not ‘what is’.
• If they cry;they’ll buyIf they cry;they’ll buy
1818
Requirement stageRequirement stage
Discover the SolutionDiscover the Solution
List & Confirm NeedsList & Confirm Needs
1919
Confirmation StageConfirmation Stage
Test UnderstandingTest Understanding
2020
Specification StageSpecification Stage
Lock out misunderstandings & CompetitionLock out misunderstandings & Competition
Commit to SpecificationsCommit to Specifications
2121
Solution stageSolution stage
Recommend a SolutionRecommend a Solution
Provide AlternativesProvide Alternatives
Gain An AgreementGain An Agreement
2222
Close StageClose Stage
Reinforce benefitsReinforce benefits
Ask for LeadAsk for Lead
2323
The Customer Centered Selling Cycle
Maintenance Stage:
After Sales Service
Remember if you are not watching the customer somebody else may be
watching
2424
Customer Centric Customer Centric SellingSelling
What to do when the customer cannot What to do when the customer cannot make up his mind? make up his mind?
The customer does not know everything The customer does not know everything about everything he buys.about everything he buys.
Don’t give the customer too many Don’t give the customer too many optionsoptions
Example : CameraExample : Camera
2525
Customer Centric Customer Centric SellingSelling
What to do when the customer raises What to do when the customer raises obstacles or objections to buying?obstacles or objections to buying?
When they object give them more When they object give them more
Solutions & good Feelings.Solutions & good Feelings.
2626
People Hate to be Sold But Love To Buy
Customer Centric Selling
2727
Sales SecretsSales Secrets
2 Magic Words for Sales Success 2 Magic Words for Sales Success Stop….. SellingStop….. Selling
The reason why Everyone wants to buyThe reason why Everyone wants to buy Because they only care about what interests them.Because they only care about what interests them.
How to Turn Every person into a Life long customer.How to Turn Every person into a Life long customer. Active ListeningActive Listening
Your customers are desperate to be heard & acknowledged!
2828
Customer Centric Selling
What is Cross Selling ?
Selling our existing customer a different product
For e.g: If we have Mr.X holding a Credit Card we can convince him to open a saving account with us
2929
Customer Centric Selling
Understanding the type of customer
Creating a want in the customer
Suggesting product according to his needs and pushing the right product
Highlighting on the unique selling points of the product
For e.g: If Mr B is a senior citizen you can cross sell a Fixed Deposit which is carrying good rate of interest which are flexible also
3030
One stop shop for customers
Customer Centric Selling
3131
Customer Centric Selling
Cross sellingRole Play
3232
Cross selling
Customer Centric Selling
3333
Thank youThank you