Selling Face to FaceThe Success Factor

What is Selling?

Helping the Customer

to buy

Helping the customer to buy

LTV

ife

ime

alue

Customer

What do you call yourself?

Sales Representative Sales Executive Sales Manager New Business Development Officer Technical Sales Person

What should you call yourself?

Customer Representative Client Solutions Provider Customer Consultant Customer Support Staff Client Liaison Executive

The Success FactorSUCCESS

tart the Daynconditional Welcomeustomer Focushoosencouraging the customerolving their problemsold

Start the DayThe day starts before

the day starts

Where do your new customers come from?

Success

Where do you get new customers from?

Cold CallingReferrals

AdvertisingWalk In’s / Phone In’s

Success

ReferralsAlways ask the questionThe 5 Card TrickGive your customers referralsTrade ReferralsReward ReferralsSet Targets

Success

Customer

Close

40

8

20% Strike Rate

80

16

Success

Unconditional Welcome

How do you make people Feel Welcome?

Success

You’ve only got 4 minutes

Know what you want to be Look what you want to be Act what you want to be Take Control

Success

The Customer Your Company Yourself

Success

You’ve only got 4 minutes

The EyesCustomer Service

Interview Techniques

Presentations

Management

Customer Interaction

Reception

Success

Unconditional WelcomeFind out their nameUse positive Body LanguageApproach them correctlyWalk forward and SmileE.S.P.

Success

Customer Focus

Success

Features / Needs / BenefitsFeature

Need

Benefit

Something that defines your product or service, and your company

A customer requirement

A feature that satisfies a need

Customers can have both Positive and Negative Needs

Success

Three Types of NeedPresumed

Actual

Unknown

What the customer thinks he needs

What the customer really needs

What the customer was totally unaware of

Success

Beyond Simple NeedsNeeds

Wants

Desires

I need a Car to get to work

I want a Practical Car

I desire a BMW

Success

EmotionallyHow are Buying Decisions Made?

Success

Emotional Advertising

Emotional Advertising

Buzz Groups

What emotions are involved in the purchase

of your products?

Customer Focus

Always ask the right questions

Success

Open Questions

Closed Questions

Who, What, Where, When, Why, How

Do, Does, Did, Are, Has, Have, Is, Could , Can, Would, Will ... etc.

Success

Customer Focus

The Sales ConversationOpen Question NeedClosed Question Confirm the needSupportBenefitAgreement

Success

Help the Customer to Choose Become the expert Use open questions Sound interested /Listen Care

Success

Encourage the Customer

Success

Flatter the customer Cross Selling/ Up-selling Use Open Questions

Solve the Customer’s Problems

Look for Objections Handle Objections

Success

Objections Listen to the whole objection Clarify the objection

Success

It’s too expensive!Clarify the Objection

“You are right, Mr Customer, it is a considerable investment. Is it the actual price that worries you or is there something I have missed?”

Success

Objections

Listen to the whole objection Clarify the objection Answer the objection Get agreement

Success

Objections

Solving the Customer’s Problems

Opposition ObjectionI don’t want to buy a Black bag

Indifferent ObjectionI don’t really need a new Geezer

Sceptical ObjectionI don’t believe this tap will work

Success

Either Convert the objection to a need then provide your benefit that satisfies that needOr Minimize the objection and maximize the benefits you have already agreed

Opposition

Success

Add

Take away

MultiplyDivide

all the benefits

what the customer will lose

the savings

the extra cost by someappropriate figure

Success

Opposition

IndifferenceKeep Going…. using open questions to uncover their needs

Success

ScepticalYou cannot talk your way out of a sceptical objection

Show the customer some independent proof

Demonstrate it

Guarantee it

Success

SoldClose the Sale

Success

Closing the Sale

Look for Buying Signals Summerise the Benefits Ask for the sale

SHUT UP!Success

The Alternative Close

Closing the Sale

The Success FactorSUCCESS

tart the Daynconditional Welcomeustomer Focushoosencouraging the customerolving the problemsold

Selling Face to FaceThe Success Factor

www.powerseries.co.za

Body Language for Negotiators

The Eyes

Body Language for Negotiators

Table Layout

Personal Boundaries

NegotiationOpen and Closed QuestionsOpen

Closed

Who, What, Where, When, Why, How

Do, Does, Did, Are, Has, Have, Is, Could , Can, Would, Will ...

etc.

NegotiationOpen and Closed QuestionsOpen

Closed

Who, What, Where, When, Why, How

Do, Does, Did, Are, Has, Have, Is, Could , Can, Would, Will ...

etc.