day 2 consultative sales for non sales staff alison sumpter october 2014
TRANSCRIPT
DAY 2
CONSULTATIVE SALES FOR NON
SALES STAFFAlison Sumpter
October 2014
REVIEW OF IN BETWEEN WORK….
Active Listening
What does this mean?
How do you show that you are
actively listening?
ACTIVE LISTENING EXERCISE In pairs One will speak the other listen The listener may make only 3
statements during the 5 minutes The listener must get the speaker to
continue speaking about any subject of your choice
After 5 minutes switch roles.
Active Listening Superficial listening Shallow listening Shallow/Medium depth
listening Medium depth listening Deep listening Deeper listening Deepest listening
STEP 3 - PROPOSING SOLUTIONS
Only when you have identified the issues…
And understood them…
…should you propose solutions
SOLUTIONS….
Have no inherent value unless they meet an identified need
80% talking about the issue / goal
20% proposing ways forward
PRICE VS VALUE
Price = what it costs
Value = what it’s worth
If price is the only difference then cheapest will win
Businesses cut costs but seek value
Our job is to ensure we explain the VALUE
VALUING APPRENTICESHIPS
An organisation is going to take on a young person as an Apprentice
Work in groups Consider all the business benefits (time,
resource, savings etc) that the Apprentice could bring
List them and attempt to translate these into bottom line benefits (money made, money saved, efficiencies established)
Step 4 - Dealing with buyer resistance
Green = Keep Going!
Amber = SLOW DOWN – turn it to red or green!
Red = Stop! There’s no sale here at the moment!
Exercise
Top 3 Objections
and what will you do / say?
STEP 4 - DEALING WITH RESISTANCE
Acknowledge Slow down! Appreciate. Empathize. You don’t
have to agree Understand
The real issue. How THEY would resolve it. What happens either way
Resolve Facts. Stories. Testimonials. Reframe
perceptions
TONE
CONTENT
BODY LANGUAGE
MERCEDES
© The Insights Group Ltd, 2009. All rights reserved.
For each colour energy, write down some behaviours that you could apply in your own sales approach
© The Insights Group Ltd, 2009. All rights reserved.
Drawing on your
Fiery Red energy
in a sales
interaction will
enable you to …
Be honest and
direct
Present your
products and
services with
confidence and
certainty
Be proactive in
your follow-up
Stay focused on
the desired
outcome
Provide a fast
response to
customer
requests
© The Insights Group Ltd, 2009. All rights reserved.
Drawing on your
Sunshine Yellow
energy in a sales
interaction will
enable you to …
© The Insights Group Ltd, 2009. All rights reserved.
Bring energy and
enthusiasm to the
interaction
Go the extra
mile for the
customer
Take a creative
approach to
solving problems
Help the
customer to
envision future
possibilities
Be engaging,
optimistic and
upbeat
© The Insights Group Ltd, 2009. All rights reserved.
Drawing on your
Earth Green
energy in a sales
interaction will
enable you to …
© The Insights Group Ltd, 2009. All rights reserved.
Maintain long
term
relationships
with customers
Listen well and
take time to
establish needs
Take a
collaborative
and partnering
approach with
the customer
Provide
personalised
support and
service
Allow the
customer time
and space to
make a decision
© The Insights Group Ltd, 2009. All rights reserved.
Drawing on your
Cool Blue energy
in a sales
interaction will
enable you to …
© The Insights Group Ltd, 2009. All rights reserved.
Ask excellent
fact-finding
questions
Give the
customer time to
reflect and
consider the
optionsProvide
accurate
data
Be thorough and
disciplined in your
preparation
Apply
attention to
detail
© The Insights Group Ltd, 2009. All rights reserved.
Overusing the Colour Energies If we rely too
heavily on one of the colour
energies, we run the risk of turning a strength into a
weakness.
YOU MIGHT BE THE PROBLEM!
Fiery RedAbsence of empathy, too aggressive , not listening, rushing others
Earth GreenAbsence of
drive, too ‘nice’, lacking confidence or
conviction’
Sunshine YellowAbsence of structure, too enthusiastic, over-promising, failing to follow up
Cool BlueAbsence of
emotions, too formal, too much detail, asking too
many questions
STEP 5 – CONFIRMING COMMITMENT
What works for each of the colour energies?
Working in small groups to decide what language and content will help to close the sale for each of the colour energies?
BE BRIEF, BE BRIGHT, BE GONE!
SO DO YOU THINK THIS SOLUTION WILL WORK FOR YOU OR NOT?
PRESENTING:• Be well organised and factual
FOLLOW-UP:•State options with probability of success
GENERAL:• Focus on facts not feelings
APPROACHING:• Be direct and assured• Don’t waffle or hesitate
QUESTIONING:• Watch for impatience• Follow his/her pace
HANDLING OBJECTIONS:• Meet resistance with reflective questions
GAINING COMMITMENT:• State alternatives clearly
ADAPTING STRATEGIES: FIERY RED
INVOLVE ME!
SO, IF A YOUNG PERSON CAME HERE – HOW WOULD THAT WORK FOR YOU?
PRESENTING:• Focus on future benefits• Tell stories
FOLLOW-UP:• Be clear and direct• Focus on the future
QUESTIONING:• Not too many details
HANDLING OBJECTIONS:
• Ask questions to allow them to express themselves
GAINING COMMITMENT:
• Offer incentives and special deals
GENERAL:• Be interested in them
APPROACHING:• Be sociable, even if it hurts• Talk about them
ADAPTING STRATEGIES: SUNSHINE YELLOW
SHOW ME YOU CARE!
SO, HOW WOULD A YOUNG PERSON FIT IN WITH YOUR EXISTING TEAM?
QUESTIONING:• Show personal interest• Ask his/her opinion• Listen carefully
PRESENTING:• Get feedback• Quote benefits
APPROACHING:• Talk more slowly• Be more open
GENERAL:• Slow down• Show you really care
GAINING COMMITMENT:• Show people benefits• Ask for commitment in a gentle and friendly way
HANDLING OBJECTIONS:• Don’t push, check care- fully to reveal concerns
ADAPTING STRATEGIES: EARTH GREEN
GIVE ME THE
DETAILS!
ARE THERE ANY FURTHER DETAILS YOU NEED BEFORE MAKING A DECISION?
PRESENTING:• Support statements with proof• Demonstrate your product
knowledge
HANDLING OBJECTIONS:• Ask searching questions to highlight concerns
GENERAL:•Be prepared!
APPROACHING:• Slow down, not too direct• Be more formal
GAINING COMMITMENT:• State logical alternatives
ADAPTING STRATEGIES: COOL BLUE
FOLLOW-UP:•Don’t miss details, facts, figures or prices
© The Insights Group Ltd, 2009. All rights reserved.
Present options then let them make the decision.
Demonstrate probabilities of success.
Offer incentives and special deals.
Be enthusiastic about the future prospects.
Don’t push for a quick decision.
Allow time for reflection and study.
Give personal assurances.
Show the personal benefits.
STEP 6 - FOLLOW UP / THROUGH
How do you keep in touch?
STEP 6 - FOLLOW UP / THROUGH
Regular ‘Official’ Contact Thought of you… Build in a review session Appropriateness! Become a trusted adviser
The responsibility for maintaining contact is YOURS
LIFETIME CUSTOMER VALUE
Initial Purchase £10 Up-purchase £15 Cross-purchase £10 Frequency x 10 Longevity x 5 Referral £!!!
Deliver everything you have committed to.
Review their goals and objectives.
Make regular catch-up calls.
Create time for social interaction.
Summarise agreement in writing.
Document the actions.
Confirm and clarify the key points.
Communicate regularly.
Be of service.
Ask for their feedback.
COMMITMENT CONTRACT
STARTSTOPCONTINUE
ACTION PLAN WITH SUCCESS MEASURES
EVALUATION
The Golden Rule
THANK YOU
CONSULTATIVE SALES FOR NON
SALES STAFF