Newly recruited officials of Marketing and Sales Department.

In-House Knowledge Sharing Session And Orientation Program

For

ASSALAMUASSALAMUALAI KUMALAI KUM

DEAR AUDIENCE DEAR AUDIENCE ! ! HOW HOW

SHOULD I SHOULD I CONDUCT CONDUCT

THE THE PROGRAMPROGRAM ? ?

ININENGLISENGLIS

HHOROR

BANGLBANGLAA

ORORBOTH ?BOTH ?

JAPANESE PRIME JAPANESE PRIME MINISTERMINISTER

HILARY CLINTONHILARY CLINTON

Objective of the WorkshopObjective of the Workshop

Introduction with the companyIntroduction with the company Introduction with the HR Dept.Introduction with the HR Dept. Highlights on Basic concept of Marketing & SalesHighlights on Basic concept of Marketing & Sales Identify relation between Sales and Marketing.Identify relation between Sales and Marketing. Understanding Marketing Mix (12 Ps)Understanding Marketing Mix (12 Ps) Create awareness about significant selling TechniquesCreate awareness about significant selling Techniques How to be a good marketer with enhanced morale.How to be a good marketer with enhanced morale. How to increase the contribution of Marketing and Sales How to increase the contribution of Marketing and Sales

team towards Market Growth and Profit Maximization. team towards Market Growth and Profit Maximization.

Abul Hashem MazumderAGM & Head of HR

and his TeamMirpur Ceramics & Khadim Ceramics

Presented by:

PART- 1PART- 1

The name of MIRPUR CERAMIC WORKS LIMITED is The name of MIRPUR CERAMIC WORKS LIMITED is synonymous with tradition in Bangladesh. A tradition that synonymous with tradition in Bangladesh. A tradition that represent values, principles and high standards. The history of represent values, principles and high standards. The history of this distinguished organization can be traced back many years, this distinguished organization can be traced back many years, in fact in fact as far back as 1958as far back as 1958

MCWL is a holding of the Tabani family. The Tabani family has MCWL is a holding of the Tabani family. The Tabani family has over many decades built up an impeccable reputation in the over many decades built up an impeccable reputation in the sub-continent. Their commitment to quality and their sub-continent. Their commitment to quality and their achievements in the world of business have won them achievements in the world of business have won them standing and esteem. standing and esteem. All the members of the Board of All the members of the Board of Directors, except the Government Representatives, hail from Directors, except the Government Representatives, hail from this family.this family.

About us About us

MCWL was pioneered by Mr. Ariff W. M. Tabani MCWL was pioneered by Mr. Ariff W. M. Tabani 55 years ago when 55 years ago when the concept of setting up an industry for producing structural clay the concept of setting up an industry for producing structural clay products using modern machinery was almost unknown in this products using modern machinery was almost unknown in this regionregion. That step has validated the vision of the early entrepreneurs.. That step has validated the vision of the early entrepreneurs.

Within a short time, he was successful in establishing an elegant Within a short time, he was successful in establishing an elegant industrial unit which time has proved was an endeavor on the right industrial unit which time has proved was an endeavor on the right tracks. MCWL emerged as the leader in the manufacturing of tracks. MCWL emerged as the leader in the manufacturing of structural clay products. structural clay products.

As part of the Business expansion with the farsighted aim of Late As part of the Business expansion with the farsighted aim of Late Ariff Wali Mohammad Tabani, Khadim Ceramics Limited has been Ariff Wali Mohammad Tabani, Khadim Ceramics Limited has been

established in 1986established in 1986..

About us (Contd..)About us (Contd..)

About us (Contd..)About us (Contd..) Both the present Managing Directors of the company is well Both the present Managing Directors of the company is well

acquainted with the different aspects of this industry. They acquainted with the different aspects of this industry. They have technical know-how and are aware of the processes, have technical know-how and are aware of the processes, practices and innovations adopted in this line of production in practices and innovations adopted in this line of production in different parts of the world.different parts of the world.

Mirpur Ceramic Works Ltd. the largest of its kind not only, in Mirpur Ceramic Works Ltd. the largest of its kind not only, in Bangladesh but also in the whole of Asia was incorporated as Bangladesh but also in the whole of Asia was incorporated as Private Limited Company in 1958. Over a long period of 55 Private Limited Company in 1958. Over a long period of 55 years this Company is engaged in manufacturing quality years this Company is engaged in manufacturing quality structural clay products like Bricks, Blocks, Pavers, Wall structural clay products like Bricks, Blocks, Pavers, Wall Cladding, Fancy Design and unglazed Tiles etc. with Cladding, Fancy Design and unglazed Tiles etc. with technology being developed from time to time by its R & D Dept technology being developed from time to time by its R & D Dept through which it has been possible to market various products through which it has been possible to market various products to meet the latest demands of the market.to meet the latest demands of the market.

About us (Contd…)About us (Contd…)

Both tBoth the Companies now produces 65 million pcs of he Companies now produces 65 million pcs of different products per annum. Besides meeting the different products per annum. Besides meeting the country's requirement they export a sizeable country's requirement they export a sizeable quantity, earning, not only foreign exchange but also quantity, earning, not only foreign exchange but also has earned a reputation in and outside the country, has earned a reputation in and outside the country, for their reliable and quality products. This Company for their reliable and quality products. This Company was also awarded Export Trophy for the financial was also awarded Export Trophy for the financial year 1996-97 due to its outstanding export year 1996-97 due to its outstanding export performance in its own field.performance in its own field.

Our VisionOur Vision

““OOur motto is to secure life time ur motto is to secure life time investments of the clients ”investments of the clients ”

Our MissionOur Mission

We provide the best product which We provide the best product which lasts a life time.lasts a life time.

Comfortable Living with hygienic Comfortable Living with hygienic environment.environment.

Fewer casualties in case of Natural Fewer casualties in case of Natural disasters. For example: earthquake.disasters. For example: earthquake.

Company ProfileCompany Profile Status of MCWL&KCL : Status of MCWL&KCL : Private Limited Company Private Limited Company

Product lineProduct line : : Manufacturing and marketing of Manufacturing and marketing of structural Clay products (variety structural Clay products (variety of Pavers, Blocks, Engineering of Pavers, Blocks, Engineering bricks, roofing tiles, wall cladding etc.)bricks, roofing tiles, wall cladding etc.) Total Workforce Total Workforce : 1200 human resources : 1200 human resources Business Units Business Units : Mirpur & Khadim Ceramics Ltd.: Mirpur & Khadim Ceramics Ltd. Export Outlets Export Outlets : Exporting product to Singapore.: Exporting product to Singapore. Corporate office Corporate office : : 62 Kalshi Road, Section-12, Mirpur, 62 Kalshi Road, Section-12, Mirpur, Dhaka. Phone no. – 9009712, 9009729Dhaka. Phone no. – 9009712, 9009729 Web : Web : www.mirpurceramic.com Factories Factories : : Mirpur Ceramic Works LtdMirpur Ceramic Works Ltd.. Kalshi, Mirpur – 12. Dhaka Kalshi, Mirpur – 12. Dhaka Khadim Ceramics LimitedKhadim Ceramics Limited Doloipara, Khadim Nagor, Sylhet.Doloipara, Khadim Nagor, Sylhet.

PART- 2PART- 2

The principal resource of an organization is the people. The principal resource of an organization is the people. Managing its people is the most important aspect of Managing its people is the most important aspect of organization. Scope of Human Resources Management organization. Scope of Human Resources Management has also increased considerably in recent years. Some has also increased considerably in recent years. Some of the reasons are given below:of the reasons are given below:

Human Resources ManagementHuman Resources Management

External influences such as political, social and External influences such as political, social and economical.economical.

Changes in expectations from employers and Changes in expectations from employers and employees.employees.

Changes in technology, production methods and working Changes in technology, production methods and working environment.environment.

Intense competitions arisen out of globalization of Intense competitions arisen out of globalization of economy and liberalization of trade.economy and liberalization of trade.

Gaining of additional knowledge in industrial psychology Gaining of additional knowledge in industrial psychology which gave better insight into the human behavior.which gave better insight into the human behavior.

No longer manpower is just one of the No longer manpower is just one of the resources in industries and business, resources in industries and business, it is the most important of all it is the most important of all resources.resources.

Importance of Human ResourcesImportance of Human Resources

People are the most important elements in the People are the most important elements in the organization.organization.

People design and produce goods and services, control People design and produce goods and services, control quality, market the products allocate financial resources, quality, market the products allocate financial resources, and set overall strategy/goals for the organization.and set overall strategy/goals for the organization.

Without effective people it is impossible for an Without effective people it is impossible for an organization to achieve it’s goal.organization to achieve it’s goal.

OutputOutputProductivity = -------------------------------------------------------Productivity = -------------------------------------------------------

Inputs (HR, Machine, Materials, Finance Inputs (HR, Machine, Materials, Finance etc.)etc.)

Machine, material, and financial resources have fixed Machine, material, and financial resources have fixed capacity, but the capacity of human resources is capacity, but the capacity of human resources is enormous. People have unlimited potential.enormous. People have unlimited potential.

A Definition of HRMA Definition of HRM

Human Resources Management is a Human Resources Management is a distinctive distinctive approachapproach to employment management which to employment management which seeks to achieve competitive advantage through seeks to achieve competitive advantage through the the strategic deploymentstrategic deployment of a highly of a highly committed and capable workforcecommitted and capable workforce, using an , using an array of cultural, structural and personnel array of cultural, structural and personnel techniquestechniques

In general HR has the following objectivesIn general HR has the following objectives

Optimum utilization of human resources with the help of Optimum utilization of human resources with the help of line managersline managers

Be a strategic business partner and change agent of Be a strategic business partner and change agent of organization.organization.

Help create a safe, healthy and attractive working Help create a safe, healthy and attractive working environment in the organization.environment in the organization.

Develop managerial competencies and help creation of Develop managerial competencies and help creation of condition in which employees contribute to the best of condition in which employees contribute to the best of their abilities. their abilities.

Development of mutual respect and trust between Development of mutual respect and trust between management and employees.management and employees.

Enhance staff morale.Enhance staff morale.

MOTIVATIONPerformance Evaluation, Compensation, Benefits, Job evaluation, Discipline.

DEVELOPMENTOrientation &TrainingCareer developmentOrganizational Dev

Employee TransitionsConflict Mgt./Counseling

Employee Welfare

MAINTENANCESafety and Health

Employment,Labor Relation

HRM

ACQUISITIONHRP,

JD Preparation, Recruitment &

SelectionPlacement

Scope of HRMScope of HRM

Head of HR

HR Associates (CO)

1 Officer1 Sr. Officer

KCL Factory HRMCWL Factory HR

Line Mgr. Line Mgr. Line Mgr. Line Mgr.Line Mgr.

Corporate HR DepartmentCorporate HR Department

PART- 3PART- 3

Basic Concept Of MarketingBasic Concept Of Marketing

What is marketing?What is marketing?Marketing is a Marketing is a processprocess by which goods and services are directed by which goods and services are directed from producer to ultimate consumer with a view to from producer to ultimate consumer with a view to maximize profit maximize profit through consumer satisfaction.through consumer satisfaction.

Dr. Philip Kotler defines defines marketingmarketing as “the as “the science and artscience and art of of exploring, creating, and delivering value to exploring, creating, and delivering value to satisfy the needs of a satisfy the needs of a target market at a profit. target market at a profit.  Marketing identifies unfulfilled needs and Marketing identifies unfulfilled needs and desires. It defines, measures and quantifies the size of the identified desires. It defines, measures and quantifies the size of the identified market and the profit potential. It pinpoints which segments the market and the profit potential. It pinpoints which segments the company is capable of serving best and it company is capable of serving best and it designs and promotes designs and promotes the appropriate products and services.” the appropriate products and services.”

MarketingMarketing is the is the process of building relationshipsprocess of building relationships with prospects with prospects and customers so that you can and customers so that you can profitably develop and promote profitably develop and promote products and servicesproducts and services. . Chris Garrett – Chris Garrett –

What is Sales?What is Sales? In general, a transaction between two In general, a transaction between two

parties where the buyer receives goods parties where the buyer receives goods (tangible or intangible), services and/or (tangible or intangible), services and/or assets in exchange assets in exchange ......

What Is Selling?What Is Selling? The face to face meeting with your The face to face meeting with your

prospect at the Intention or Buying levelprospect at the Intention or Buying level Getting there—right place, right time, right Getting there—right place, right time, right

personperson

Relation Between Relation Between Marketing and SalesMarketing and Sales

1)1) Marketing is considered to be a wider term than Marketing is considered to be a wider term than sales. It includes identifying customers, producing sales. It includes identifying customers, producing innovative products, branding, advertising, public innovative products, branding, advertising, public relations, sales, etc. Thus, sales is just a stage or relations, sales, etc. Thus, sales is just a stage or an activity of marketing.an activity of marketing.

2)2) Marketing is the process of creating demand for a Marketing is the process of creating demand for a product in the market whereas sales is refers to product in the market whereas sales is refers to fulfilling these demands.fulfilling these demands.

3)3) Marketing helps the organization to create a brand Marketing helps the organization to create a brand image of the product or service in the minds of the image of the product or service in the minds of the people while sales involves the selling of that people while sales involves the selling of that product or service.product or service.

Elements of marketing mix:Elements of marketing mix:Marketing mix consists of 12 Ps, which are- Marketing mix consists of 12 Ps, which are- Business 4 P’s + Marketing 4 P’s + Closure and Delivery 4 P’s =Business 4 P’s + Marketing 4 P’s + Closure and Delivery 4 P’s =Potential to Create Profits + + Potential to Create Profits + +

Positioning Positioning People People Process Process Plan Plan Product Product Price Price Place Place Promotion Promotion Proposal Proposal Please Please Project Management Project Management Punctuate Punctuate

Elements of marketing mix:Elements of marketing mix:4 P’s of Business (Positioning People Process Plan)4 P’s of Business (Positioning People Process Plan)

1. 1. PositioningPositioning : Questions to Ask before Developing the : Questions to Ask before Developing the Positioning Statement WHO What Whom. Positioning Statement WHO What Whom. Who are you? WHAT: Who are you? WHAT: What Business are you in? FOR WHOM: What people do you What Business are you in? FOR WHOM: What people do you serve?serve? With whom are you competing? How are they positioning With whom are you competing? How are they positioning themselves? What makes you different from those competitors? themselves? What makes you different from those competitors? What is the most compelling reason for customers or supporters What is the most compelling reason for customers or supporters to do Business with you? What unique benefit does a client or to do Business with you? What unique benefit does a client or supporter derive from your product or service? supporter derive from your product or service?

22. People. People It may be business but it is very personal. People, It may be business but it is very personal. People, whether the employees, clients, supporters your market, or whether the employees, clients, supporters your market, or someone else impact your Business each and every day. The someone else impact your Business each and every day. The right people treated the right way can create a successful right people treated the right way can create a successful business or organization. In brief consider every interaction and business or organization. In brief consider every interaction and target audience you have; Build teams; Create partnerships. target audience you have; Build teams; Create partnerships. Research your target audience. Understand the “politics” of every Research your target audience. Understand the “politics” of every interaction. interaction.

Elements of marketing mix:Elements of marketing mix:4 P’s of Business (Positioning People Process Plan)4 P’s of Business (Positioning People Process Plan)

3. 3. ProcessProcess Evaluate the way you do business so that it better Evaluate the way you do business so that it better supports your goals. Think through every single step of what you supports your goals. Think through every single step of what you do and how to make it better. Your Business and marketing do and how to make it better. Your Business and marketing processes should be able to run without you. processes should be able to run without you.

4. 4. PlanPlan A Plan can help you to be proactive. Did you know that A Plan can help you to be proactive. Did you know that simply by writing down a plan you have an 85% chance of putting simply by writing down a plan you have an 85% chance of putting it into action vs. those who don’t write down their plans have it into action vs. those who don’t write down their plans have somewhere around a 10% chance of putting it into action. So, somewhere around a 10% chance of putting it into action. So, isn’t it worth it to write out a plan for your Business and isn’t it worth it to write out a plan for your Business and marketing? marketing?

Elements of marketing mix:Elements of marketing mix:4 P’s of Marketing Product Price Place 4 P’s of Marketing Product Price Place Promotion Promotion

5. 5. Product Product What is your product or service? What is your product or service? How is it described? How is it packaged? What How is it described? How is it packaged? What solution or benefit does it provide? Who is it solution or benefit does it provide? Who is it for? for?

6. 6. Price Price Determine the price you need to set Determine the price you need to set for their product or service. What pricing for their product or service. What pricing models work best in your industry or business? models work best in your industry or business? What would work best for your clients? How What would work best for your clients? How can you create a win-win? can you create a win-win?

Elements of marketing mix:Elements of marketing mix: 4 P’s of Marketing Product Price Place Promotion 4 P’s of Marketing Product Price Place Promotion

7. 7. Place Place Are you in the right place to best target their Are you in the right place to best target their customers – building, shelf placement, advertising, customers – building, shelf placement, advertising, Website, etc.? What are the touch points you need to Website, etc.? What are the touch points you need to have in place to reach your potential have in place to reach your potential clients/customers? clients/customers?

8. 8. Promotion Promotion How to promote the product or service How to promote the product or service via numerous types of media whether it be advertising, via numerous types of media whether it be advertising, direct mail, word-of-mouth, or direct sales. What types direct mail, word-of-mouth, or direct sales. What types of campaigns are you going to put together Are your of campaigns are you going to put together Are your Marketing Communications fully integrated with your Marketing Communications fully integrated with your Business/NPO and Sales strategies? Business/NPO and Sales strategies?

Elements of marketing mix:Elements of marketing mix:

4 P’s of Closure & Delivery Proposal Please Project 4 P’s of Closure & Delivery Proposal Please Project Management Punctuate Management Punctuate

9. 9. ProposalProposal Drafting a proposal. OK, you’ve convinced Drafting a proposal. OK, you’ve convinced someone to consider your Business. Now you are someone to consider your Business. Now you are ready to put out a price for your service. If you’ve ready to put out a price for your service. If you’ve done your homework – in the first 8 P’s – you will have done your homework – in the first 8 P’s – you will have a good idea of what is competitive in your market. a good idea of what is competitive in your market.

10. 10. PleasePlease : Ask for the job, project, sale in a polite : Ask for the job, project, sale in a polite and professional way. If you believe in what you sell, and professional way. If you believe in what you sell, close the deal! You can also consider approaching close the deal! You can also consider approaching your “warm market” for help.your “warm market” for help.

Elements of marketing mix:Elements of marketing mix:4 P’s of Closure & Delivery Proposal Please Project 4 P’s of Closure & Delivery Proposal Please Project Management Punctuate Management Punctuate

11. 11. Project ManagementProject Management Follow through! Now you Follow through! Now you have a signed contract. The best way to market your have a signed contract. The best way to market your Business in the future is by providing good service Business in the future is by providing good service today. today.

12. 12. PunctuatePunctuate Leave a good impression Send thank Leave a good impression Send thank you notes Continue communication with your client, you notes Continue communication with your client, customers, warm market customers, warm market (Potential target market (Potential target market where you’ve already entered)where you’ve already entered), etc. Be proactive in up-, etc. Be proactive in up-selling selling (To make people buy an expensive one than (To make people buy an expensive one than they were intended)they were intended), cross-selling , cross-selling (Selling of related (Selling of related things with the main product / service)things with the main product / service), retention, etc. , retention, etc.

Few significant Marketing & Sales Few significant Marketing & Sales TechniquesTechniques

cc Package yourselfPackage yourself No negativesNo negatives Research clientResearch client

(make sure you research their business (make sure you research their business thoroughly)thoroughly)

Be on timeBe on time Be observantBe observant

Before You Do Anything Else…Before You Do Anything Else… Sell yourselfSell yourself Know your productKnow your product Know your customerKnow your customer Know the value equationKnow the value equation Know your competitorKnow your competitor Know why your customer should Know why your customer should

buy from you instead of your buy from you instead of your competitorcompetitor

The Value EquationThe Value Equation

Value = Benefit / Cost

Getting In Position to SellGetting In Position to Sell Target your customerTarget your customer Know who is the decision makerKnow who is the decision maker Execute your plan consistentlyExecute your plan consistently If you can’t/won’t do it, hire it doneIf you can’t/won’t do it, hire it done

Keeping Your CustomersKeeping Your Customers Never take them for grantedNever take them for granted Stay in touchStay in touch Stress benefits of your productStress benefits of your product Ask them if they are happy—if not, FIX IT Ask them if they are happy—if not, FIX IT

NOWNOW

Keep RecordsKeep Records Follow-up consistentlyFollow-up consistently Keep a tickler fileKeep a tickler file Keep your promised dates Keep your promised dates Send correspondence about Send correspondence about

solutions to their problemssolutions to their problems Follow-up, follow-up, follow-upFollow-up, follow-up, follow-up

The Sales PresentationThe Sales Presentation Prospecting and QualifyingProspecting and Qualifying Pre ApproachPre Approach ApproachApproach Presentation demonstration Presentation demonstration Overcoming ObjectionsOvercoming Objections NegotiationsNegotiations Closing and Follow UpClosing and Follow Up

Handling ComplaintsHandling Complaints

Don’t argue Don’t argue Apologize even if you’re not wrongApologize even if you’re not wrong Restate problemRestate problem Give time frame to resolutionGive time frame to resolution If you can’t meet in time, call and extendIf you can’t meet in time, call and extend Let them know you care and that you are involvedLet them know you care and that you are involved

First impressions really countFirst impressions really count

If you are having your first meeting, first impressions are If you are having your first meeting, first impressions are really important. Majority of people make their first really important. Majority of people make their first impression in 15 seconds of meeting you. To feel impression in 15 seconds of meeting you. To feel confident, you need to look confident. Make sure you confident, you need to look confident. Make sure you look you clean, tidy and are dressed appropriately. Do look you clean, tidy and are dressed appropriately. Do not wear jeans to your first meeting; even if they are a not wear jeans to your first meeting; even if they are a casual company, the first meeting is always about casual company, the first meeting is always about looking and appearing smart. looking and appearing smart.

Dress and Groom yourself exactly Dress and Groom yourself exactly as you want to be perceived.as you want to be perceived.  

Anyone who tells you that you can’t judge a book by its Anyone who tells you that you can’t judge a book by its cover is missing the fact that if the cover doesn’t look cover is missing the fact that if the cover doesn’t look good no one will open it.  good no one will open it. 

As a salesperson your image creates an impression that As a salesperson your image creates an impression that

influences all aspects of your customer interaction.  If influences all aspects of your customer interaction.  If you want to sound smarter, seem more trustworthy, be you want to sound smarter, seem more trustworthy, be perceived more credibly, then let your dress and perceived more credibly, then let your dress and grooming represent those things. grooming represent those things.

Relationship BuildingRelationship Building

To build on the relationship it is important to maintain To build on the relationship it is important to maintain regular contact with the client. If you don't, they will either regular contact with the client. If you don't, they will either go to your competitor or lose trust in you. Make sure they go to your competitor or lose trust in you. Make sure they know that they can contact you on your email, work know that they can contact you on your email, work number and mobile. number and mobile.

Listening to your clientListening to your client

Your client might mention a problem that they are Your client might mention a problem that they are currently experiencing at work. If you can solve this currently experiencing at work. If you can solve this problem, don't be afraid to give them your professional problem, don't be afraid to give them your professional advice, even if they don't ask for your help. You have to advice, even if they don't ask for your help. You have to be confident in finding solutions to their work. be confident in finding solutions to their work.

You're the expertYou're the expert

Never forget that you're the expert in your field, make Never forget that you're the expert in your field, make sure the client knows that they can turn to you for advice. sure the client knows that they can turn to you for advice. You understand the industry and have the knowledge to You understand the industry and have the knowledge to provide expert advice and share good practice. provide expert advice and share good practice.

Polite and Friendly AlternativesPolite and Friendly Alternatives

I don’t know – I’ll find out.I don’t know – I’ll find out. No – What I can do is ………………No – What I can do is ……………… That’s not my job – Let me find out the right person who That’s not my job – Let me find out the right person who

can help you with ………………can help you with ……………… You are right this is bad – Let’s see what we can do You are right this is bad – Let’s see what we can do

about this.about this. Calm down – I apologize.Calm down – I apologize. I want you to – Let’sI want you to – Let’s

Be People ExpertBe People Expert

You are not selling to an organization or to a You are not selling to an organization or to a conglomerate, but to actual, real people. It is important to conglomerate, but to actual, real people. It is important to remember that all people are different, so you cannot sell remember that all people are different, so you cannot sell the same way to everyone. Second, no two sales are the the same way to everyone. Second, no two sales are the same, even if they are made to the same company same, even if they are made to the same company under similar circumstances.under similar circumstances.

To become a good salesperson, it isn't enough to know To become a good salesperson, it isn't enough to know how to sell. You must aim to become a people expert. how to sell. You must aim to become a people expert.

You Cannot Rely On LogicYou Cannot Rely On Logic

Emotion drives 84 percent of all buying decisions, not Emotion drives 84 percent of all buying decisions, not logic. logic.

What are the chief buying emotions? They include ego, What are the chief buying emotions? They include ego,

security, and pride of ownership, greed, health, prestige, security, and pride of ownership, greed, health, prestige, status, ambition, and fear of loss. status, ambition, and fear of loss.

Be well aware of these emotions as you approach, Be well aware of these emotions as you approach, engage and deal with your customers.engage and deal with your customers.

Aim To Be UniqueAim To Be Unique

Every business, every company, every product has Every business, every company, every product has something that is unique, and this is what you need to something that is unique, and this is what you need to stress. Look outside the square, and identify the stress. Look outside the square, and identify the uniqueness of your product, your service, your company uniqueness of your product, your service, your company - and yourself. - and yourself.

Be Professional at All TimesBe Professional at All Times The greatest compliment a customer can pay you is to The greatest compliment a customer can pay you is to

describe you as "professional." Don't worry about being describe you as "professional." Don't worry about being liked - be respected. Customers do not buy from you liked - be respected. Customers do not buy from you because they like you, but rather because they are because they like you, but rather because they are prepared to trust you.prepared to trust you.

Being professional is not one thing, it is three: It is what Being professional is not one thing, it is three: It is what you do, what you say, and how you present yourself.you do, what you say, and how you present yourself.

And finally......... Selling is the most wonderfully And finally......... Selling is the most wonderfully exhilarating, satisfying and fulfilling career in the world - exhilarating, satisfying and fulfilling career in the world - but only if you are selling successfully.but only if you are selling successfully.

Someone has to be the best - why not you?Someone has to be the best - why not you?

Attitude is the most important Attitude is the most important element in consistent sales element in consistent sales

performance. performance.  Attitude is the Attitude is the lens throughlens through which the mind receives which the mind receives

information.  It assigns value to the experiences we information.  It assigns value to the experiences we encounter in selling.  encounter in selling. 

When it is positive even negative events are perceived When it is positive even negative events are perceived as encouraging, hopeful, and opportunities to learn.  as encouraging, hopeful, and opportunities to learn.  When it is negative, even positive events are seen as When it is negative, even positive events are seen as discouraging, hopeless, and without value.  discouraging, hopeless, and without value. 

Consistency in selling is about maintaining a positive Consistency in selling is about maintaining a positive outlook, and a positive attitude make that possible.  The outlook, and a positive attitude make that possible.  The good news- attitude is a choice that you make.good news- attitude is a choice that you make.

Attitude is Everything.Attitude is Everything.

IT IMPACTS IT IMPACTS

EVERYTHINGEVERYTHING

YOU DO.YOU DO.

ATTITUDE is:ATTITUDE is:

““state of mind or feeling with state of mind or feeling with regard to some matter” regard to some matter”

Whether a glass is half-full or half-empty, Whether a glass is half-full or half-empty, depends on the attitude of the person looking depends on the attitude of the person looking

at it.at it.

So, So, attitudeattitude can be defined as can be defined as one word…one word…LIFELIFE..

It makes an incredible difference in your LIFE. It can be a powerful tool for positive action. It can be a poison that cripples you. It dictates whether you’re living life or life’s

living you. It determines whether you’re…

ON THE WAY or IN THE WAY.

THE ICEBERGTHE ICEBERG

SEA LEVELBEHAVIOR

VALUES – STANDARDS – JUDGMENTS

ATTITUDEMOTIVES – ETHICS - BELIEFS

KNOWN TO OTHERS

UNKNOWN TO OTHERS

Attitude Checklist :Attitude Checklist :

What attitudes assist in providing good services? What attitudes assist in providing good services?

Enjoy helping people & handle people well. Enjoy helping people & handle people well. Care for your customers. Care for your customers. Give fair and equal treatment to all. Give fair and equal treatment to all. Be understanding of people with special needs. Be understanding of people with special needs.

Nine ways to make people like youNine ways to make people like you

Are you always cheerful?Are you always cheerful? Are you always tolerant?Are you always tolerant? Are you always truthful?Are you always truthful? Are you always honest?Are you always honest? Are you always dependable?Are you always dependable? Are you always modest?Are you always modest? Are you always unselfish?Are you always unselfish? Are you always grateful?Are you always grateful? Are you always loyal?Are you always loyal?