sales training how to be the best salesman-shrink version
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YOUR GUIDE TO BECOMING A SUCCESSFUL SALES ASSOCIATE
AIBI
Content
IntroductionPre- ApproachApproachPresentationDemonstrationNegotiation CloseServicing the SaleLast Words
Introduction
In a VIDEO context Sales technique Sales approch Sales presentation Motivation
Background
The AIBI Company is a supplier of various fitness products.
One-stop station to facilitate homes, professional gyms and beauty institutions.
Offer the finest and most extensive collection of equipment.
Mission & Vision
Mission “Achieving Individual’s Beliefs through Innovation.”
Vision We aims to become the world’s leading innovator and
trend-setter for Beauty, Health and Fitness products, enabling individuals to perform at their best and live life to the fullest.
The Sales Manual
Every staff has to know all the products that AIBI has in store. Both Features and Benefits
Ensure all AIBI salesperson provide optimal service
The six-step presentation plan to aim you in executing the sales call:
Step 0 : Pre-Approach
Attire
3.1 GENERAL ATTIRE
Standard uniforms: Red polo t-shirts and long black pants with covered shoes. When on duty, uniforms are to be tucked and neat at all times.
No slippers allowed. Only sneakers or track shoes are allowed while on duty.
Nails are to be trimmed and kept clean.
Strictly no facial piercings allowed. All body parts with tattoos are to be fully covered if any.
MALES FEMALES
No accessories (eg: ear studs, bracelets, necklaces)
Do not over accessorize. Only one pair of earrings, one bracelet and one necklace allowed.
Hair should be kept neat and short. Females with long hair should be tied up at all times.
Body Language
3.2 BODY LANGUAGEFacial Expression
Smile at all times. A smile is important as it puts your customers at ease. People tend to trust a smiling face.
Do not look irritated even if the customer takes a long time to make decisions. Remember, patience is a virtue.
Maintain good eye contact with your customer during conversations and acknowledge them. Do not prolong eye contact as it can send out the wrong message to your customer.
Voice Tone Avoid speaking too quickly. Vary the speed of your delivery. Sound upbeat and energetic but do not sound insincere. Convey enthusiasm in your voice to show your customers that they are important to you. Try to sound “relaxed” and do not sound like you are eager to make a sale.
Gestures Acknowledge customers: Greet the customers with a smile the moment they enter the store. For
example, ‘Hi welcome to AIBI.’ with a smile, of course. Firm hand shake shows that you respect the customer.
Posture Stand tall with your hands out of your pocket and at the sides. Do not lean on counters or equipments as it makes you look nonchalant and lazy.
Step 1 : Approach
Approach
This section of the sales manual will educate you: The appropriate attitude that you should possess. Ways to strengthen the long-term relationships with
your consumers. Ways of handling the different communication styles
of the consumers.
Relationship
Relationships add value. Customers perceive that value is added when
they feel comfortable with the relationship they have with you.
The relationship between you and the customer is built on trust.
This can be achieved when you are honest, provide accountability and sincere concern for customer welfare.
Attitude
THE MOST IMPORTANT PART IN SALES IS THE PRESENTATION OF PRODUCT.
Step 2 : Presentation
Basic Presentation Guide
No. Steps: Details:
1. Approach the prospect with a warm and welcoming smile.
Smile Say “Welcome to AIBI!” in a clear and loud voice. Introduce yourself, “I am (name here), and I’m here to assist you today. You
can come to me if there is any enquiry.” Provide a comfortable environment to the customer.
2. Make small talks/ create rapport and gather prospect’s wants and/or needs*In this step, you should be able to identify the Prospect’s communication style (Refer to Figure 1.5)
Ask:May I help you? How is your day?What are your hobbies?What are your favourite daily activities?Is there any product that you are specifically looking for? If yes,
o Which gym series are you looking at?o Do you have any specific budget?
If no,o Which part of your body would you like to tone/train?o Do you have any specific budget?
3. Pick the correct product that the prospect wants and/or needs. (In this case, Slendertone.)
Say:“Based on your needs, I gather that you are looking for the Slendertone. I will now bring you to look at the Slendertone so that I will be able to further explain the features, benefits and demonstrate it to you.
Presentation
First, when a customer enters the store, greet them say "Welcome!" out loud approach them with a warm and welcoming smile on your face.
Presentation
Secondly, introduce yourself by saying, "I am (your name here)
Then make small talks to gather what the Prospect want/need. "How is your day? May I help you?" Are you looking for any specific products? You have to pick the correct product that the Prospect
want/need.
Presentation
Then you have to present both the product features and benefits together
using Slendertone as an example, Slendertone reduces the amount of time you
would usually need to take to form a six-pack on your tummy or a visible muscle on your arm by using the wide array of strength, 1 to 99, which could be adjusted to your comfort
A GOOD SALES DEMONSTRATION IS IMPORTANT BECAUSE IT ADDS SENSORY APPEAL TO THE
PRODUCT
Step 3 : Demonstration
Demonstration
Most important in selling products to your customers
If they don't try, it's unlikely they will want to buy.
Therefore, a good sales demonstration is very important.
Demonstration
Advantages. One, adds appeal to the product you are selling. Two, It stimulates interest in the product you are
selling. Three, it creates the desire for them to want to buy
your product. tempt consumers into wanting to buy give them the sense of ownership allows them to feel that the product is very good and
worthy to buy
Step 4: Negotiation
Negotiation
Anticipate Buyer Concern Would help you in closing the sales Identify the buyer’s concern by understanding their
responses Apply the suitable negotiation method
Anticipate Sales Resistance Be prepared to deal with sales resistance
Negotiation Worksheet
Negotiation worksheet
Buyer’s Concern
Buyer’s responses and what it means
Method What should salesperson say/do
Need for Product
Customer says, “I don’t need the product.”Meaning: He/she reluctant to buy your product. Not convinced of the benefits.
Indirect Denial
Salesperson should apply Feel-Felt-Found:-“I understand how you feel”-“Others have felt that way”-“Until they have used Slendertone and found it easy to use and reliable.
Product Itself Customer says, “Are you sure it works? I have never heard of it before.”Meaning: Customer thinks your product is not established enough.
Direct Denial
Prospect: “I doubt without effort, one can have a tone body.”Salesperson: “Actually with Slendertone, one can attain a tone body without much effort needed, as it targets the nerve system, like how a person exercise would use its nerves.”
Negotiation Worksheet
Negotiation worksheet
Buyer’s Concern
Buyer’s responses and what it means
Method What should salesperson say/do
Source of Product
Does not trust the source of the product.
Question Prospect: ‘I have no time for exercising, and I can’t seem to tone the body parts that I want. Salesperson: “What would a 10mins increase in running time daily help you to lose the necessary fats around the specific parts of your body?”
Timing Trial Offer AIBI can tie in this trial offer with its marketing promotions.(done by management)
Price Benefits more important than price
Superior Benefit
Focus on Slendertone’s superior benefits compared to their competitors. Example: Slendertone focus on nerves while other competitors focus on massage.
Sales Resistance
Forms of Sales Resistance:
-Subtle: “I’m too busy right now” or “I think I’ll come back next week”
-Direct: “We don’t need this right now” or “I think (competitors’ product is better”
Strength of Sales Resistance:
-Sales resistance is usually mild and used by the decision maker to test you or to increase his comfort level
to purchase.
-Sales resistance usually occurs when the buyer has serious concerns about some aspects of the product
that you’ve shown him/her.
How to Gauge Sales Resistance:
1.Watch the buyer’s body language carefully.
2.Listen to his/her words and pay close attention to the tone and volume of his/her voice.
3.If he/she is resisting with a precise issue, leaning forward, using an intense tone, or speaking in a louder
volume, you should know that the objection is stronger and you should have a response that is equally
strong but not more so.
Sales Resistance
Anticipating the types of objections you are most likely to occur:
1.Know the strengths and weaknesses of AIBI’s products and that of its competitors.
2.Reflect upon your previous sales opportunities and effectively plan your responses to objections that are
slightly more prevalent.
3.Be prepared for objections.
Example:
If you know that your product does not have a feature that your primary competitor has, you should have a
planned response that can minimize any advantage that the particular feature may offer and at the same
time, emphasize or maximize the benefit of a feature of your product that you know is superior to that of your
competitor’s.
Reducing Sales Resistance:
-Ask lots of need discovery or identification questions and listen attentively to the answers.
-This allows you to fully understand the needs of the customer.
-This also allows you to draw out information about the issues you know your product has to know if those
are especially important to the buyer.
Step 5 : Close
Close
Should not be viewed as a strategy to win at the customer’s expense
BUT as a way to confirm sales and build long-term relationship
Should always head towards a closeBe careful not to over-do it, customer may
feel annoyed.
Guidelines
GUIDELINES FOR CLOSING SALES
Recognize closing cues of customer
Focus on dominant buying motives of customer
Make sure tough points are negotiated before close
Avoid having surprises at close
Display self-confidence at close
Ask for order more than once
Accommodate to buyer’s communication style
GUIDELINES FOR CLOSING SALES
Recognize closing cues of customer
Focus on dominant buying motives of customer
Make sure tough points are negotiated before close
Avoid having surprises at close
Display self-confidence at close
Ask for order more than once
Accommodate to buyer’s communication style
Close
1.How to handle confirmed sales or rejection
•Reassure customer that they had made the right choice•Reduce buyer’s remorse by complimenting on their wise decision or thanking them for the order
•Do not be disappointed•Make sure deal is really dead, or else present product again•Obtain customer feedback to improve sales speech
When buyer says YES When buyer says NO
SERVICING THE CLOSE IS DESIGNED TO ENSURE THAT THE CUSTOMERS WILL BE SATISFIED WITH
THEIR PURCHASE DECISIONS.
Step 6: Servicing the Sale
Servicing the sale
Relationships that were developed continue to flourish
Motivate repeated purchasesThere are three aspects to servicing a close:
Follow through Follow up Expansion Selling
Servicing the sale
Follow Through To fulfil any assurances and/or promises that you
make to your customer Key to customer retention Builds up trust and goodwills Common Follow Through Services are:
Arrangements for Instalment Plans Scheduling Deliveries Being Present during Delivery Offering of Training Providing Price Change Information
Servicing the sale
Follow Up To build on the relationship that was developed The main objective is to express your appreciation Enhance relationship. To determine the level of satisfaction of your customer Common Follow Up Methods include:
Personal Visits Telephone Calls Email Messages Letters or Cards
Servicing the sale
Expansion SellingTo ensure that these customers purchase
more than just one product in the future.
3 Types: Full-Line Selling Cross Selling Up Selling
“FOR EVERY SALE YOU MISS BECAUSE YOU'RE TOO ENTHUSIASTIC, YOU WILL MISS A HUNDRED BECAUSE YOU'RE NOT ENTHUSIASTIC ENOUGH.
”- ZIG ZIGLAR
Last Words
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