ch 2 - selling skills and strategies

8/8/2019 Ch 2 - Selling Skills and Strategies

1/19

Selling Skills andSelling Skills andStrategiesStrategies

Case 1- Vishal Julka pgCase 1- Vishal Julka pg3939

Pg 37 key wordsPg 37 key words


2/19

Selling and buying stylesSelling and buying styles

987

6

5432

1 2 3 4 5 6 7 8 9

Concernfor thecustomers

(1,9) People OrientedI am customers friend,

I want to understand him andrespond to his feelings andinterests so that he will like me. Itis the personal bond that leads himto purchase from me.(5,5) Sales technique Oriented

I have tried an effective routine forgetting a customer to buy. Itmotivates through a blendedpersonality and product emphasis

(1,1) Take it or Leave it

I place the product before thecustomer and it sells itself as andwhen it comes.

(9,1) Push the product Oriented

I take challenge of the customerand hard sell him, polling on allthe pressure it takes to make himbuy

(9,9) Problem Solving Oriented

I consult with the customer so as toinform myself of all the needs in hissituation that my products can satisfy.We work towards a sound purchasedecision on his part, which yield himthe benefits he expects from it.


3/19


4/19


5/19

Communication processCommunication process

Noise

Channel

Feedback IntendedMessage

Sent Message

Encoding

PerceivedMessage

ReceivedMessage

Decoding

Sender Receiver


6/19

CommunicationCommunication processprocesscontd.

Managing body language:Personal Appearance

Posture

GesturesFacial Expressions

Eye Contact

Space Distancing

Pg 59 conversation habit checklist


7/19

Process of listening

Attendance

Interpretation

Evaluations

Remembrance

Response Action


8/19

Levels of listening

Feedback

Paraphrasing(summarizing)

Emphatic (forceful)

listening

Clarifications

Active Listening

Barriers to Listening !


9/19

Conflict managementConflict managementskillsskills

Models of conflictComponents of conflict

The conflict resolution process:- lumping (starting the process)- avoidance- coercion (force)- meditation

- conciliation (reconciliation)- arbitration (mediation)- adjudication (Settlement)- negotiation


10/19

Models of conflictModels of conflict Dollar and Miller Model:3 kinds of

conflicts A) Approach-approach B)Approach-avoidance C) Avoidance-avoidance

Rummel model: It differentiatesbetween conflict structure, conflict

situations and manifest (obvious)conflicts.


11/19

Stage I

Potentialopposition orIncompatibility

Stage II

Cognition &Personalization

Stage III

Intentions

Stage IV

Behaviour

Stage V

Outcomes

Antecedent(predecessor)

Conditions

Communication

PersonalVariables

Structure

PerceivedConflict

Felt Conflict

Conflict handlingIntentions

Competing

Collaboration

Compromising

Avoiding

Accommodating

Overt(obvious)Conflict

Partysbehaviour

Othersreaction

Increasedgroup

performance

Decreasedgroup

performance

Conflict management process


12/19

Negotiation skills Situation and timing for negotiations Formulation for a bargaining strategy The theory and strategy of principle

negotiations

- separate the people from the problem- focus on interests, not on positions- invent options for mutual gains- insist on objective criteria


13/19

Problem solving skills

Habit I: be proactive Habit 2: begin with an end in mind Habit 3: put first things first

Habit 4: think winwin Habit 5: seek first to understand,

then to be understood Habit 6: synergize Habit 7: renewal


14/19

Define the problem

Generate alternative solutions

Decide the solution

Implement the solution

Evaluate the solution

Problem solving processProblem solving process


15/19

ProblemDefinitionTechniques

Find out origin of theproblem

Explore theproblem

Presentdesired state

analysis

Evaluate

problemstatement

Statementand

Restatement

Dunkersdiagram

Problem definition techniques

1

2

35

4

6


16/19

Dunkers diagramDunkers diagramAchieve the desired state

Possible path to the desired state

Path 1 Path 2 Path 3

Solutions to implement & paths to desired solutions

Solution 1Solution 2 Solution 3

General Solution

Functional Solution

Specific Solution


17/19

F u z z y M e s s

Perceived problems

Re Statement

Re Statement

Final problem Statement

RelaxConstraints

Make anOppositeStatement

Generalize

Statement restatement techniqueStatement restatement technique


18/19

Components of a decision on the

future course of action

Components of a decision on thefuture course of action

Situation analysis

Problem analysisPastWhat is the fault

Decision analysis

Potential problemAnalysisFuture

How to prevent futurefaults?


19/19

Decision on the best solution

Approval

Planning

Carry through

Follow up

Evaluation

IMPLEMENTA

TION

Solution implementation processSolution implementation process

ch 2 - selling skills and strategies

Documents