byby Shane Mahar Shane MaharWritten and PresentedWritten and Presented

Gaining Sales Mastery - DAY 1Gaining Sales Mastery - DAY 19.00 - 10.30am Intros. Expectations. AgreementsIntros. Expectations. Agreements

Logistics. Program Overview. Logistics. Program Overview.

10.45 - 12.30pm The Business World of TodayThe Business World of Today

Intro to Supervision, Management, Intro to Supervision, Management, Leadership & Sales Mastery Leadership & Sales Mastery 80/20 Rule. Attitude 80/20 Rule. Attitude

1.30 - 2.45pm 3 Dimensional Sales Leadership System

3.00 - 4.45pm Where are we now? Sales Team

Questionnaire Where do we need to get to? SUCCESSSUCCESS

How?How? Sales QuestionsSales QuestionsOvercoming ObjectionsOvercoming ObjectionsClosing the SaleClosing the Sale

Gaining Sales Mastery - DAY 2Gaining Sales Mastery - DAY 29.00 - 10.30amTime/Territory Management

Stress Management 10.45 - 12.30pm Self Image - What motivates me?Self Image - What motivates me?

What motivates my peopleWhat motivates my people ?Goal setting &Goal setting & VisionVision

Sales MASTERY SystemSales MASTERY System

Sales & Service FundamentalsSales & Service Fundamentals

““ACE” System = ACE” System = Achieving Customer Service ExcellenceAchieving Customer Service Excellence 1.30 - 2.45pm Understanding, Managing & Understanding, Managing & Celebrating DifferencesCelebrating Differences 3 3

Dimensional Leadership Model / Dimensional Leadership Model / DISC - Relationship Strategies MatrixDISC - Relationship Strategies Matrix 3.00 - 4.45pm SummarySummary

Gaining Sales Mastery- DAY 3Gaining Sales Mastery- DAY 39.00 - 10.30amDe-brief Day 2

NLP3 Overview for Sales Mastery

10.45 - 12.30pm Role PlaysIntegration

1.30 - 2.45pm Team Decision Making, Problem Team Decision Making, Problem Solving Simulation Solving Simulation

3.00 - 4.30pm SummarySummary

CommitmentsCommitments

byby Shane Mahar Shane Mahar

Written and PresentedWritten and Presented

Whilst we are waiting for a few more participants, Whilst we are waiting for a few more participants,

please choose a partner & introduce yourself re: please choose a partner & introduce yourself re:

• Your Name & Position Your Name & Position

• Your Interests / HobbiesYour Interests / Hobbies

• The animal you most relate toThe animal you most relate to

• The animal your Manager reminds you of The animal your Manager reminds you of

• Your 3 Key Expectations of this Program Your 3 Key Expectations of this Program

11 Be indestructible not indispensableBe indestructible not indispensable22 Sell your achievementsSell your achievements3 Sell your unique differences = how do you add value?3 Sell your unique differences = how do you add value?44 Brand yourselfBrand yourself

- differentiate = stand out from the crowd- differentiate = stand out from the crowd- cultivate your positive personal myth- cultivate your positive personal myth

55 Sell your time + your skill = your reputationSell your time + your skill = your reputation66 Don’t be taken for grantedDon’t be taken for granted77 Check your value to the marketplace - HeadhunterCheck your value to the marketplace - Headhunter88 Let go of false modestiesLet go of false modesties99 Proactive “Thought Leadership”Proactive “Thought Leadership”1010 Sell your DepartmentSell your Department

11 Keep your finger on the pulse -leading edge11 Keep your finger on the pulse -leading edge12 Be a leader of change12 Be a leader of change13 Develop your own personal Marketing Plan13 Develop your own personal Marketing Plan14 Be well informed on the “Big Picture”14 Be well informed on the “Big Picture”1515 Speak the “Lingo” Speak the “Lingo”16 Think like a shareholder/owner16 Think like a shareholder/owner17 Make friends not enemies17 Make friends not enemies18 Cash is “King”-accumulate 6 months+18 Cash is “King”-accumulate 6 months+19 Involve your partner where possible19 Involve your partner where possible20 Get face to face with key clients20 Get face to face with key clients

21 Get the right training 21 Get the right training = increase your perceived personal worth= increase your perceived personal worth

2222 Get aligned with the right people Get aligned with the right people23 Train your replacement23 Train your replacement24 Reinvent yourself24 Reinvent yourself25 Get aligned with consultants - advise the advisors25 Get aligned with consultants - advise the advisors26 Know & embrace the Company history26 Know & embrace the Company history27 Be a rolling stone not a stagnant dam27 Be a rolling stone not a stagnant dam28 Project a professional image28 Project a professional image29 Overcome the fear of Public Speaking29 Overcome the fear of Public Speaking30 Remember, You are a product30 Remember, You are a product

- how good is your Brand- how good is your Brand??

The 20 Key CharacteristicsThe 20 Key Characteristics

of of

Successful Successful

& &

Effective SalespeopleEffective Salespeople

List 3 that you commit to improving from the next SlideList 3 that you commit to improving from the next Slide

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

ApproachableApproachableConfidentConfidentPositivePositiveDisciplinedDisciplinedKnowledgeableKnowledgeableReliableReliableVisionaryVisionaryDecisiveDecisiveProblem SolverProblem SolverGift of the ---?Gift of the ---?

Sense of HumorSense of HumorAmbitiousAmbitiousGood networkerGood networkerHigh energyHigh energyInvolves everyoneInvolves everyonePersuasivePersuasiveInspirationalInspirationalIntegrityIntegrityInner StrengthInner StrengthEffective CloserEffective CloserTOTAL Yes Answers___TOTAL Yes Answers___

SS sense of purposesense of purpose

UU understandingunderstanding

CC couragecourage

CC commitmentcommitment

EE enthusiasmenthusiasm

SS staminastamina

SS sixth sensesixth sense

What do you commit to improving?What do you commit to improving?

______________________________________________________________________________

How will you do achieve it?How will you do achieve it?

______________________________________________________________________________

When will this new SUCCESS be effective from?When will this new SUCCESS be effective from?

______________________________________________________________________________

What’s differentWhat’s different

in the wayin the way

you deal with your Customers you deal with your Customers

today?today?

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

If you can’t sell yourself,If you can’t sell yourself,

you can’t sell your product or service you can’t sell your product or service !

How can you sell yourself more?

____________________________________________________________________________________________________________________________________________________________________

11 How many people are Salespeople?_______How many people are Salespeople?_______

22 What / Who do you Sell?________________What / Who do you Sell?________________

33 What Business are you in?______________What Business are you in?______________

44 Successful Salespeople have “the gift of the Successful Salespeople have “the gift of the gab” [Agree/ Disagree? ]______________gab” [Agree/ Disagree? ]______________

55 Successful Salespeople are Born or Successful Salespeople are Born or Made? ______________________________Made? ______________________________

66 Intelligent listening is more Intelligent listening is more important than ______________________important than ______________________

77 When appropriate,why don’t we When appropriate,why don’t we always ask for the order?always ask for the order?____________________________

88 The biggest challenge in Selling is to The biggest challenge in Selling is to overcome our Fears. overcome our Fears.

What is your major fear?_______________What is your major fear?_______________

How & when will you overcome it?How & when will you overcome it?

____________________________________________________________________________________________________________________________________________________________________

99 What is more important? What is more important?

[ Data, Tone or Body Language? ]_______[ Data, Tone or Body Language? ]_______

1010 People love to buyPeople love to buy

[ Agree or Disagree? ]_________________[ Agree or Disagree? ]_________________

So, why are smart questions so So, why are smart questions so important?___________________________important?___________________________

What are some examples of smart What are some examples of smart

questions?questions?________________________________________________________________________________________________________________________________________

MM make readymake ready

AA approach with benefits / anchoringapproach with benefits / anchoring

SS stimulate desirestimulate desire

TT tell & selltell & sell

EE eliminate resistanceeliminate resistance

RR rehearse the sale / rapportrehearse the sale / rapport

YY you - visualise outcomeyou - visualise outcome

MM make readymake ready

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

AA approach with benefits / anchoringapproach with benefits / anchoring

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

SS stimulate desirestimulate desire

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

TT tell & selltell & sell

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

EE eliminate resistanceeliminate resistance

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

RR rehearse the sale / rapportrehearse the sale / rapport

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

YY you - visualise outcomeyou - visualise outcome

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

• 96% never complain about poor service96% never complain about poor service• 90% never return to buy90% never return to buy• Each one tells at least 9 other peopleEach one tells at least 9 other people• 13% will tell at least 20 other people13% will tell at least 20 other people• 70% will return if problem is resolved70% will return if problem is resolved• 95% will return if the problem is resolved on the spot95% will return if the problem is resolved on the spot• It is 5 times more expensive to attract a new Customer than to keep an old It is 5 times more expensive to attract a new Customer than to keep an old

one!one!• How well are you looking after your existing customers?How well are you looking after your existing customers?

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

• It is 5 times more expensive to attract a new It is 5 times more expensive to attract a new Customer than to keep an old one!Customer than to keep an old one!

How can you make sure that you don’t suffer from How can you make sure that you don’t suffer from the ‘revolving door syndrome?’the ‘revolving door syndrome?’

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

in the past 5 years:in the past 5 years:

Cost of making a sales call Cost of making a sales call has doubled.has doubled.

Cost of advertising Cost of advertising has tripled.has tripled.

Cost of storing & effectively updating electronic customer databasesCost of storing & effectively updating electronic customer databaseshas gone down considerably.has gone down considerably.

Can you improve your database?Can you improve your database?If so, how?If so, how?______________________________________________________________________________________________________________________________________________

______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

It is not enoughIt is not enoughto have satisfied customers.to have satisfied customers.

You want You want to have ‘raving fans.’to have ‘raving fans.’

How can you achieve that?How can you achieve that?__________________________________________________________________________________________________

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Your Perception?Your Perception? Agree? Important? c/f Competitors?Agree? Important? c/f Competitors?

1 Are we flexible?____________________________________1 Are we flexible?____________________________________

2 Do they receive high value?__________________________2 Do they receive high value?__________________________

3 Do we take the initiative to solve problems?_____________3 Do we take the initiative to solve problems?_____________

4 Do we keep our commitments?________________________4 Do we keep our commitments?________________________

5 Do we look after our customers?_______________________5 Do we look after our customers?_______________________

6 Do we respond fast to their needs?_____________________6 Do we respond fast to their needs?_____________________

7 Do we solve problems on the spot?_____________________7 Do we solve problems on the spot?_____________________

8 Do we create a favorable experience with them?__________8 Do we create a favorable experience with them?__________

Your Perception?Your Perception? Agree? Important? c/f Competitors?Agree? Important? c/f Competitors?

9 Do we manage details well?__________________________9 Do we manage details well?__________________________

10 Do we recover well from customer problems?___________10 Do we recover well from customer problems?___________

11 Are our Policies & Procedures user friendly?___________11 Are our Policies & Procedures user friendly?___________

12 Is our technology appropriate?_______________________12 Is our technology appropriate?_______________________

13 Is it easy for them to comment on our service 13 Is it easy for them to comment on our service or product quality? or product quality?______________________________________________________________________

14 Do they refer others to us?__________________________14 Do they refer others to us?__________________________

15 Will we be first choice to do business with in the future?15 Will we be first choice to do business with in the future?

____________________________________________________________________________________________________

AA Achieving Achieving

CC Customer serviceCustomer service

EE ExcellenceExcellence

Top DownTop Down ManagementManagement

StaffStaff

CustomersCustomers

Bottom UpBottom Up Customer FirstCustomer First

Staff FirstStaff First

ManagementManagement

Achieving Customer Excellence :Achieving Customer Excellence :7 Steps 7 Steps

11 Thinking from the Customers point of view Thinking from the Customers point of view22 Listening constructively to Customers Listening constructively to Customers3 3 Asking smart questionsAsking smart questions4 4 Focusing on Customers agendaFocusing on Customers agenda5 5 Only promising what you can deliverOnly promising what you can deliver6 6 Involving Customers in the processInvolving Customers in the process77 Respecting Customers as VIP’sRespecting Customers as VIP’sWhich one can we do better and how?Which one can we do better and how?

________________________________________________________________________________________________________________________________________________________________________________________

Achieving Customer ExcellenceAchieving Customer Excellencemeans we must:means we must:

11 Really get to know our CustomersReally get to know our Customers

22 Give them the products & services they needGive them the products & services they need

33 Do it better than anyone elseDo it better than anyone elseHow can we do it better than anyone else?How can we do it better than anyone else?____________________________________________________________________________________________________________

______________________________________________________________________________________________________________________________________________________________________________

Achieving Customer ExcellenceAchieving Customer Excellence

is a profession in EUROPEis a profession in EUROPE

a matter of honour in ASIAa matter of honour in ASIA

a way to make a buck in AMERICAa way to make a buck in AMERICA

……………………………………………………in AUSTRALIA?in AUSTRALIA?

1 Apathy2 Brush - Off3 Coldness4 Condescension5 Robotism6 Rule Book7 Run - Around By K Albrecht

Need to confess any sins?___________________________________________________

________________________________________________________________________________________

11 Increase Number of CustomersIncrease Number of Customers22 Increase Number of times Customers returnIncrease Number of times Customers return33 Increase average ticket size of saleIncrease average ticket size of sale44 Increase effectiveness of each systemIncrease effectiveness of each system55 Minimise wastageMinimise wastage66 Decrease costsDecrease costs7 7 Add customers to your sales forceAdd customers to your sales force88 Increase product mixIncrease product mix

How can we most effectively increase profitable sales?How can we most effectively increase profitable sales?__________________________________________________________________________________________________________________

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

11 Know your customersKnow your customersWhat business are you in?________________What business are you in?________________

22 Clarify your service strategyClarify your service strategyWhat is unique about our service?__________What is unique about our service?__________

3 Educate everyone3 Educate everyoneWhat is your competitive edge?____________What is your competitive edge?____________

44 CANEICANEIHow has your service improved this year?How has your service improved this year?

____________________________________________________________________________________________________________________________________________________________________

10 Dimensions of Quality Service10 Dimensions of Quality Service11 ReliableReliable22 ResponsiveResponsive33 CompetentCompetent44 ApproachableApproachable5 5 CourteousCourteous6 6 CredibleCredible7 7 IntegrityIntegrity8 8 EmpathyEmpathy9 9 Professional imageProfessional image10 Genuine [ ‘B… D… Detector’ ]10 Genuine [ ‘B… D… Detector’ ]Which one can we improve on? _______________________Which one can we improve on? _______________________

““Everybody’s saying it…Everybody’s saying it…but we’re doing it.”but we’re doing it.”

What is your service slogan?___________________What is your service slogan?___________________

Is there proof in the pudding?__________________Is there proof in the pudding?__________________

How can you improve?How can you improve?________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________________

You only haveYou only havethe first 30 secondsthe first 30 seconds

to make a to make a first & lasting impressionfirst & lasting impression

on your customer.on your customer.Are you satisfied with the first impression you make?Are you satisfied with the first impression you make?____________________________________________________________________________________If not, how can you improve it?If not, how can you improve it?____________________________________________________________________________________________________

________________________________________________________________________________________________________________________________________________

10 Commandments of Customer Service10 Commandments of Customer ServiceA Customer is:A Customer is:1 the reason we exist in business1 the reason we exist in business2 not an interruption to our work2 not an interruption to our work3 doing us a favor when they call us3 doing us a favor when they call us4 not a sales statistic4 not a sales statistic5 a VIP & the lifeblood of our business 5 a VIP & the lifeblood of our business 6 not someone to argue with6 not someone to argue with7 someone who wants us to solve their problems7 someone who wants us to solve their problems8 someone who deserves 100% service8 someone who deserves 100% service9 someone who makes it possible to pay you9 someone who makes it possible to pay you10 someone who spreads the word!10 someone who spreads the word!Do you pass ‘The Commandment Test’? ________________Do you pass ‘The Commandment Test’? ________________

If a customer experiences bad service,If a customer experiences bad service,

then they will probably forgetthen they will probably forget

all of the good serviceall of the good service

they have received they have received

by your Organisationby your Organisation

in the past.in the past.

How can you best recover & make the How can you best recover & make the most from the the unavoidable most from the the unavoidable customer upsets?customer upsets?

______________________________________________________________________________________________________________________________________________________________________________________________

Why should prospective customersWhy should prospective customers

buy your products/services over your buy your products/services over your competitors?competitors?

______________________________________________________________________________________________________________________________________________________________________________________________________________________

Handling ComplaintsHandling Complaints11 Empathetic ListeningEmpathetic Listening22 Hear them outHear them out33 Acknowledge the problemAcknowledge the problem4 Don’t justify4 Don’t justify5 Ask sincere questions5 Ask sincere questions6 Mutually agreeable course of action6 Mutually agreeable course of action7 Follow up as necessary7 Follow up as necessaryHow well do you handle customer complaints?How well do you handle customer complaints?______________________________________________________________________________________________________

______________________________________________________________

Most frequent ComplaintsMost frequent Complaints

A low complaint rate isA low complaint rate is

not proof of not proof of

Customer satisfactionCustomer satisfaction

““Director of First Impressions”Director of First Impressions”ReceptionistsReceptionists

Elevator DriversElevator DriversDelivery Van SalespeopleDelivery Van Salespeople

Sales Counter PeopleSales Counter PeopleCheck out OperatorsCheck out Operators

How can the above-mentioned key people make better first How can the above-mentioned key people make better first impressions?impressions?

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

The service packageThe service packageis the sum totalis the sum total

of the goods, services & experiencesof the goods, services & experiencesoffered to the customer.offered to the customer.

How can you improve your service package?How can you improve your service package?______________________________________________________________________________________

______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Who are yourWho are your internal &/or externalinternal &/or external

customers?customers?

How can you look after them better?How can you look after them better?______________________________________________________________________________________

______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

SS Staff first - stand outStaff first - stand outEE Expectations [ exceed them ]Expectations [ exceed them ]RR Relationship buildingRelationship buildingVV Value addedValue addedII InitiativeInitiativeCC ConsistencyConsistencyEE Extra mileExtra mileWhich one do you commit to improving? __________Which one do you commit to improving? __________How? _________________________________________How? _________________________________________

Name 3 Organisations Name 3 Organisations that consistently that consistently

give good customer servicegive good customer service112233How? How?

________________________________________________________________________________________________________________________________________________________________________________________________________________________

Who has a recent example where you Who has a recent example where you experienced customer service that exceeded experienced customer service that exceeded

your expectations?your expectations?

How did you feel? ______________________How did you feel? ______________________

Have you told anyone? __________________Have you told anyone? __________________

Will you go back? ______________________Will you go back? ______________________

Customers hate being transferred from pillar to post.Customers hate being transferred from pillar to post.

Has it happened to you? _________________Has it happened to you? _________________How did you feel? ______________________How did you feel? ______________________How can you make your systems more customer How can you make your systems more customer

friendly?friendly?________________________________________________________________________________________

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

11 Establish RapportEstablish Rapport[ People who are like each other, like each other ][ People who are like each other, like each other ]Match:Match:

PhysiologyPhysiologyTone of voiceTone of voiceRepresentational systemsRepresentational systemsBreathingBreathingKey wordsKey words

How can you establish more effective rapport with key people in your life?

________________________________________________________________________________________________

2 2 Ask Smart QuestionsAsk Smart QuestionsTalk their language, jargon, interests:Talk their language, jargon, interests:

““What do you do?”What do you do?”““What are your interests?”What are your interests?”““For what purpose do you want this?”For what purpose do you want this?”

Discover their desired stateDiscover their desired stateDiscover client’s motivation, decision & reassurance strategiesDiscover client’s motivation, decision & reassurance strategies

What are examples of smarter questions you can ask?What are examples of smarter questions you can ask?____________________________________________________________________________________________________________

__________________________________________________________________________________________________________________________________________________________________________________

33 Find a NeedFind a NeedPropose a solution to the client’s problem, and then ask, “Do you see any Propose a solution to the client’s problem, and then ask, “Do you see any

value in this?”value in this?”[ If there is no need, then STOP. A NO is better than a MAYBE. Find another client ][ If there is no need, then STOP. A NO is better than a MAYBE. Find another client ]

Most people waste 80% of their time on people who buy nothing. Most people waste 80% of their time on people who buy nothing. If you spend 80% of your time on people who are going to buy, then they If you spend 80% of your time on people who are going to buy, then they

will spend more with you.will spend more with you.You want high probability clients.You want high probability clients.

How can you more effectively identify if your potential Customer has a How can you more effectively identify if your potential Customer has a need for your product or service?need for your product or service?

________________________________________________________________________________________________________________________________________________________________________________________________

44 Link the Need or Value to your Link the Need or Value to your product/serviceproduct/service

Conditional Close -Conditional Close - “ “Is that fair enough…”Is that fair enough…”““What would happen if…”What would happen if…”

Repeat client’s values & key words as you closeRepeat client’s values & key words as you closeHow can you more effectively link the need or value to your How can you more effectively link the need or value to your

product/service?product/service?________________________________________________________________________________________________________________________

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________

55 Close - Ask for the order!Close - Ask for the order!– Assume the saleAssume the sale– Alternative choice questionAlternative choice question– Sharp angle closeSharp angle close

If NO go to #3If NO go to #3If YES:If YES:Fire reassurance anchorFire reassurance anchorAsk for referralsAsk for referrals

Remember, someone always buysRemember, someone always buys!!What fear will you have to overcome before you are able to master What fear will you have to overcome before you are able to master

asking for the order?asking for the order?

________________________________________________________________________________________________

There are only 4 key Objections:There are only 4 key Objections:

11 “I don’t have enough time.”“I don’t have enough time.”22 “I don’t have enough money.”“I don’t have enough money.”33 “It won’t work for me [ it works for everyone else but it won’t work “It won’t work for me [ it works for everyone else but it won’t work

for me]for me]4 “I am not convinced”4 “I am not convinced”How can you best overcome these objections?How can you best overcome these objections?__________________________________________________________________________________________________________________

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

• More of More of

• Less ofLess of

• Begin to doBegin to do