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Relationship Selling Workshop

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by

Rabab Jaber

on 5 February 2015

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Transcript of Relationship Selling Workshop

Why do we keep customer?

Why do we seek customer?

How to master
relationship selling

The 4 types selling strategies
The Price/Product Matrix

Are your sales
people ready for 2013?

Relationship Selling
Workshop

Objective
Likes order and structure
Focus in analysis of facts
Attention to detail
Skeptical
Good problem solver
Good planner and organizer
Ask-Oriented, Not tell-oriented
Avoid risk
Impersonal

ANALYTICAL Characteristic

Friendly
Loyal
Cooperative
People and Team-Oriented
Relationship-Oriented
Sensitive to Feeling
Good Listener
Avoid Conflict and Controversy
Likes Guarantees

AMIABLE Characteristic

Determined
Independent
Know what they want
Focus into facts and Logic
Risk Taker
Makes fast decision
Action-Result Oriented
Tell-Oriented not Ask-Oriented
Stubborn and Impatient
Seek Power and control

DRIVER Characteristic

The best time to add value often come after the sales compare the columns below
to know how and why not to maintain great customer relations by adding value after the order is signed


Adding value after the fact

.

Paradigm shift: selling
trends for the 2013

Enthusiastic
Fun-loving
Relies on intuition and hunches
Very persuasive
Innovative and creative
Dreamer
Seek recognition and visibility
Wants to be first
Impersonal

EXPRESSIVE Characteristic

The art of persuasion

Every customer you encounter wants special treatment
Workloads are increasing
Selling is more specialized
Customer are smarter
Products more like commodities
User-friendliness
Mass customization and technology shock
Life style are changing
Techno edge is not advancing. It is exploding!

Selling has changed
Have your salespeople?

Powerful thought for
relationship selling

Why customer stops
dealing with us?

Low Prices
Similar Products
Regional
Global
Market Surplus

More Options
More Informed
More Demanding


New Customers



Aggressive Competition

The rules of the selling game
have changed a bit

Winning or loosing
depends on you

The art of persuasion


Control Emotions
Focus on Facts/Logic
Task-Oriented Vs. People
Formal, Serious
Impersonal, Businesslike
Precise & Specific
Hard to know

Show & Sharing Feeling
Use Intuition Opinion
People-Oriented Vs. Task
Warm, Friendly, Relaxed
Personable, Informal
Relationship-Oriented
Easy to Know

Relationship Selling

Open

Self-Contained

D

C

B

A

4

3

2

1

Open

Indirect

Direct

Self-Contained

D

C

B

A

Relationship Selling

Direct

Indirect

Build up relationships with customers
Add value
Convert your salespeople into “consultants” and “Resource” people
From “Sales” people to “Serve” people
“people” Differentiation replacing “Product” differentiation
More Knowledge of customers: I trust, I like, I buy
Rethinking your entire operation to make what you offer more accessible, user friendly.. Etc. make doing business with you easy
Listen more to the customer. Innovation come from non-stop listening to customers
Customize your products and services
Embrace technology, search for new tools and software to measure speed, raise productivity, add convenience.. Etc
Relationship Selling Skills

Customer Cultivation Process into Apostles

Recognizing Key Accounts

Dedicated Sales Forces Per Product Category

Better After Sales Services And Follow Up on the Market

Better Account Management


The expression “ when things get tough the tough get going "
applies more to selling than other jobs.
When there are fewer customers and competition
from other firms becomes greater, successful
sales people become more valuable to their firms and receive more recognition and rewards

Less differentiation in the traditional 4P’s
To win competitor’s customers
People justify on logic (16%)
decide on emotion (84%)


Necessary to build up the long term value of the customer (LTVC). Share of the customer focus and customer cultivation
The 68% indifference!
No body is doing it today.
Big opportunity
Win-Win Situation
Lose Win Situation
Lose Win Situation
Lose Lose Situation
Offer a Long term relationship then do every thing to maintain it

Concentrate on the relationship and the sale will usually take care of itself

Apply the magic of listening in every sales relationship because listening build trust

Dedicate yourself to building and maintaining high quality selling relation

Think of yourself as a resource of yourself and client

Start Relationship Selling Hint
Tough times never last,
touch people do!
Why Selling Relationship?
Fierce Competition
The more generic the product, the more important you become and the more likely it is that the decision will be based on you

If there’s not much difference between your product or your service and those of your competitors then there better be a big difference in the way you deal with people
IF THEY DON’T LIKE YOU
THE WILL NOT BUY FROM YOU
a person will not buy
until is convinced
that you are a friend
Be willing to go to extra mile and to do more than is expected
Relationship is More Powerful than
PRICE

Relationship is More Powerful than
DELIVERY

Relationship is More Powerful than
QUALITY
Relationship is More Powerful than
SERVICE
Relation Maker
Relation Beaker
* Make regular check up calls
* Communicate honestly
* Assume responsibility
* Suggest a service schedule
* Actively identify problems
* Use a “WE” approach

* Make customer call you
* Be dishonest
* Blame others
* Wait until something goes wrong
* Wait for problem to appear
* Use “Us” Vs. “Them”

To increase market share

To increase Sales

To block Competition

To maintain leadership

To raise clients and apostles

How do we seek customers?

Advertising

Promotion

Public Relations

Direct Mail

Tele Marketing

Word of Mouth

Cold Calling
(Door to Door)

By Chance

What are the
selling steps?

Preparation

&

Appointment Taking

Preparation for the visit

&

the Presentation
Review the objective of visit

&

Close

After sales service and relationship building

&



Ask for referrals – video referrals

1
2
3
4
Quiet
Reserved
Ask-Not tell
Slow, Soft
Team Player
Cooperative
Supportive

Assertive
Decisive
Tell-Not Ask
Fast, Loud
Confident
Impatient
Emphatic
Full transcript