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Tulep Koblashev

on 27 March 2016

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Transcript of Sales

design by Dóri Sirály for Prezi
Sales Cycle
5th Step: Address the customer’s Concerns
Training Brief
Sales Terminologies
Buying Criteria.
Sales Target
Product and service Quiz
Buying Signal.
Corporate Identity.
Corporate Image.
Unique Selling Preposition.(USP)

The activity of attracting public attention to a product or business by paid announcements in print,
broadcast and electronic media
A major stage in the sales cycle and comprises those activities that are undertaken by a salesperson
during an actual sales visit or on the telephone: typically includes ice break and rapport, needs/problem
identification, presentation, negotiation, handling objections, closing. It follows pre-sale activity and
preceded post-sale activity

Marketing is the management process responsible for identifying, anticipating and satisfying customer
requirements profitably (CIM)
The Importance of Greeting

Making a great first impression

The Moment of truth (MOT)

The 3 ingredients of a WOW Moment of Truth
The Difference between Selling and Customer Service
Eye Contact


Great Opener

Agents sell to the end customer on behalf of the Principle, who is the owner of the goods so they, in
effect as a sales force. They often do not handle the goods, unless they are stocking agents, and they
do not take title, or ownership, of the goods. They are paid commission on what is sold and so must be
highly motivated

Buying Criteria
A written, or unwritten, checklist of the requirements of the purchaser when making a buying decision egg price, speed of delivery, quality and so on

Buying signal
A communication from a prospect indicating they are ready to make a purchase. Buying signals may
be non-verbal, such as a nod, or verbal, such as an interested questions egg when could it be
P osture
L ook & listen
E xpression
A ppearance
S peech
E agerness to help
“Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression”
Your Expression, Speech and Eagerness to help
Your Posture & Appearance
Check your Uniform cleanliness
Check that you are wearing your name tag
Check your hair style (ladies should wear a very simple style)
Check you personal hygiene and smell by wearing a light refreshing deodorant(heavy deodorants are not recommended at all)
Check that your shoes are clean and shinning
Now you look handsome and smart as we want you to be
Stand firmly please , don’t bend your knees or lean on your elbows
Put your marvelous smile on and GO!!

Smiling is a cost-less action that puts the customer at ease so we start with it.
Stating the proper time of the day.(Morning, afternoon, evening & Night).
Using the proper post (Mr., Ms., Mrs., Dr.... etc.).
Greeting the guest warmly and maintain steady eye contact along with a steady tone of voice.

2nd Step: Prospecting the Customer Requirements
PMC Model. “Proactive Customer Management”

OPEN Questions.

Proactive Customer Management
Proactive Customer Management
Proactive Customer Management
“Proactive Customer Management”
Giving the customer information
and letting them know that we are
going to help them

Control Conversation

Listen carefully to everything that’s being said

Let the customer know that you understand their issues or needs

Giving the customer information
and letting them know that we are
going to help them

Beware of what you are silently communicating!
Avoiding eye contact.
Clock watching.
Showing impatience.
Becoming restless in a chair or standing up.

Showing a little more courtesy
Use phrases like:

“Please come back”

“You are welcome”

“It is a pleasure to see you”

“Thank you”

“The customer’s name”

Sales Training
Corporate Identity
Physical reinforcement of the personality of a firm which is reflected by consistent use of brand names,
symbols, logos, colours, typefaces; the identify aims to reinforce the Corporate Image‘
Corporate Image
Corporate Image
A firm‟s personality, which can only be defined by the public. Firms use corporate identity and PR to
enhance their image
A person or firm that has either shown an interest in a product or service or one that has been
recommended by someone else as having a potential interest
Unique Selling Preposition (USP)
Also known as Unique Selling Point.
A feature or features that no other competitive product/service has [1]. Sales and marketing people
should be aware of the USP of all their products as it is critical in a product‟s success
Sales Cycle
3rd Step: Prospecting the Customer type
Selling to different buyer type


Types of Buyers we Deal with
The Analytical buyer
The Amiable buyer
The Expressive buyer
The driver

Personality traits

Don’t be pushy
Take your time
Action rather than words
Give details
Stick to specifics – and don’t overstate
Discuss reasons and ask `why?' questions

Good at planning

Poor communications
Tendency to be negative

Types of Buyers we Deal with
The Analytical buyer
The Amiable buyer
The Expressive buyer
The driver

Be friendly
Seek common ground
Find out about personal interests
Be patient
Give personal assurance
Take your time to be agreeable
Focus discussion on `how'
Demonstrate low risk solutions

Good at teaming
Always thinks of others
Like to follow clear instructions

Not self starters
Follow the crowd

Types of Buyers we Deal with
The Analytical buyer
The Amiable buyer
The Expressive buyer
The driver

Personality traits

Ask open questions
Keep the pace – don’t make them bored
Keep summarizing
Work out specifics on points of agreement
Try short, fast moving experience stories
Get commitment today

Good ideas people
Good communicators
Enthusiastic about everything
People follow them naturally

StartPoor attention to detail
, but don’t finish
Types of Buyers we Deal with
The Analytical buyer
The Amiable buyer
The Expressive buyer
The driver

Be assertive. Use eye contact
Discuss actions and results
Keep it to the facts
Get to the point fast
Tell him what’s in it for him up front
Learn how to say no

Strategic thinkers

Personality traits

Telling/not selling ideas

So how do we sell and deal with them?
Personality traits
What personality are you??
FAB Technique.

Identifying Decision Criteria.

10 Essential selling principles most sales persons get wrong.

FAB Technique

Features, Advantages and Benefits


A feature is what a
product/service, is or a
part/element of it is

A benefit is what a
product/service does for,
or means to, a customer

Always talk Benefits

Beware of information overload
Use LINK Statement
Feature transition benefit sales Technique
Show the

“Increased efficiency”
“Saves you time”
“The fastest solution”

The Right Customer

“Simplify end user selections”
“Offer your customers the best”

“Offer best quality”
“Offer you piece of mind”
“Quick and dependable”

“Increase your work output”
“Increased production”
“Increased sales volume”

“Cost-effective alternative”
“Control your costs”
“Eliminate hidden costs”
“Offer best value”

Sales Pitch Activity
Identifying your selling technique
Customer Decision Criteria

core needs
latest gadget

core needs


contract length



Changing Decision Guidelines
value for money

After sale service

contract length

Putting Into Practice
- Ask good probing and effect questions
-Put your product and competition product knowledge to use and always
show your product’s Edge
- Put some effort into trying to identify what this customer’s decision may be based on.

-Identify customer’s decision criteria first so you can influence them and guide
them to your solution.

-paying attention to the words customers say can be an excellent indication of their criteria.

Assuming the problem that the prospect communicates is the real problem.
Thinking that your sales “presentation” will seal the deal.
Talking too much.
Believing that you can sell anybody anything.
Working as an “unpaid consultant” in an attempt to close a deal.
Being your own worst enemy
Keeping your fingers crossed that a prospect doesn’t notice a problem.
Working as an “unpaid consultant” in an attempt to close a deal.
Being your own worst enemy
 Keeping your fingers crossed that a prospect doesn’t notice a problem.

10 Essential selling principles most sales persons get wrong.

Value Objection.

Price Objection.

Need Objection.

Feature Objection

Time Objection.

Types of Objections
Value Objection.

Types of Objections
Price Objection.

Need Objection.

Types of Objections
Types of Objections
Feature Objection

Types of Objections
Time Objection.

APAC Model.
Ethical selling
“Ethical selling is developing trust: teaching individual sales people to act rightly, be courteous, responsible and honest, and to say and print the right things; not to over-promise and make sure that buyers and sellers are fully informed”

Ask for the order

The Assumptive close

The Alternative close

Closing on a small issue

The pressure close

Converting an objection

The Negotiated close

The Trial close

The balance sheet close

Moments of truth in your Center
Listen carefully to everything that’s being said

Control Conversation

Proactive Customer Management
Let the customer know that you understand their issues or needs

OPEN Questions It’s all about asking questions in a particular order so that you lead both yourself and the customer toward a mutually beneficial solution

ail Down
Understand your customer’s request

Section 1
Section 2
Section 3
Different types of objections.
Why do we get objections.

Different types of objections.

APAC Model.

Ethical selling.

Why do we get objections.
Customer misunderstands something you’ve said
Customer feels pressurized
Customer is not convinced about your claims
Customer hasn’t yet made up his mind
Customer has to go back and justify his buying decision to others
Customer wants to make a buying decision
Customer is looking for additional benefit

Lets try them out!
6th Step: Closing the Sale
9 closing techniques
Uncover your customer’s need

The benefit of taking your service.

Direct customers towards needing your service further

What does the doctor do?

Examples of Operational Question
How does your business operate?
How long have you been with your current service provider?
How many employees do you have?
Where are they located ?
How do you connect all branches together?
What is a typical day like?

Examples of Probing Question
Are you happy with your checking account benefits?”
“Are you satisfied with your online payment processing service you are getting ? “
“If you had a magic wand, what is the number one problem you would solve?”
“You talked earlier about cost being a big factor, can you describe what concerns you have had in the past with pricing?”
• “You mentioned that you do travel a lot , do you have any difficulties in communicating while travelling?”

Examples of Effect Questions
What effect does the reject rate have on customer satisfaction?
What effect does that have on your output?
You only have three people that can use them. Doesn't that create work bottlenecks?
It sounds like the difficulty of using these machines may be leading to an employee turnover problem. Is that right?
What does this turnover mean in terms of training cost?
Could that lead to increased cost?
Could that lead to customer service problems?
Will it slow down your growth?

Examples of Nail Down Questions
How much money could be saved each year if we could reduce the costs we talked about?

How would it help if you can have all the features you wanted within the budget you mentioned?

How will this help you be closer to Your family while you travel?

How much would it be worth for you to get rid of this problem?

4th Step: Identifying your selling technique
6 Things to remember about greeting
Section 4
Upselling Techniques
Upselling is a sales technique whereby a seller induces the customer to purchase more expensive items, ot other add-ons in an attempt to make a more profitable sale.
Examples of Upsales
Suggesting a premium brand of a product when a brand is not specified by a customer.
Selling an extended service contract for an appliance.
Using mobile check-in services to send upgrade seat or service offers to flyers.
1) A common technique for successful upsellers is becoming aware of a customer's background, budget and other budgets, allowing the upsellers to understand better what that particular purchaser values, or may come to value.
2) Another way of upselling is creating awareness over the durability of the purchase, particularly effective on expensive items such as electronics, where an extended warranty can offer peace of mind.
Section 5
Cross Selling Techniques
Cross-selling is the action or practice of selling an additional product or service to an existing customer.
Some examples an Cross selling
Suggesting to the customer to sign up for car or health insurance.
Suggesting to the customer to choose a network or carrier after one purchases a mobile.
Cross-selling takes three forms:
1. While servicing an account, the product or service provider may hear of an additional need, unrelated to the first, that the client has and offer to meet it.
2. Selling add-on services is another form of cross-selling. That happens when a supplier shows a customer that it can enhance the value of its service by buying another from a different part of the supplier's company.
3. The third kind of cross-selling can be called selling a solution. In this case, the customer buying air
Upselling overlapping with Cross-selling
Upselling can be difficult to divorce from cross-selling when not entailing a more expensive substitute, it can instead simply refer to bolt-ons recommended by the manufacturer, trade federation, common practice, or regulators.
Sales Terminologies
Credit period
Selling price
Cost price
Sales Incentive
Visa Application centre
Direct Cost
Daily sale Support
Outlet Accounts
Anyone who provides goods or services to a companyor individuals
Sales Target
A specified amount of sales that a management sets for achieving or exceeding within a specified time frame
A transaction is any kind of action involved in conducting business, or an interaction between people
Online shopping
Electronic retail or e-shopping
Offline meaning to get businesses who do not have ANY web presence at all and someone offers services to put their business online to increase exposure and sales
Credit period
The credit period is the number of days that a customer is allowed to wait before paying an invoice
Consignment is the act of giving over to another person or agent's charge, custody or care any material or goods, but retaining legal ownership until the material or goods are sold
A brand is a name, term, design, or other feature that distinguishes one seller's product from those of others
A class or division of people or things regarded as having particular shared characteristics
Markup is the difference between the cost of good or service and its selling price.
Selling price
The actual final price of a product or service that company charges a purchaser to buy the item
Cost price
The amount of money that is spent to produce goods or services before any profit is added for the manufacturer or producer.
Sales Incentive
Money or a reward offered to salespeople for selling a particular amount of goods or services
The condition of the price of a bond that is lower than par
Another common meaning of commission is the amount of money an employee earns when they sell something
Direct Cost
Direct costs refer to materials, labor and expenses related to the production of a product
An amount of money that is given back to the customer when returning the product or service they have bought.
Customer learning to apply for a product or service
Daily Sale Support
The sales report that is extracted from pos system on a daily basis that gives you a brief information on transactions done
Outlet Accounts
A store that sells smaller quantities of products or services to the general public
Visa application centre
Visa application centre (VACs)
The action or process of replacing someone or something
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