How to Influence - 2

The power of influence

01

Without the ability to influence and persuasiveness, you can’t put yourself out there in the world and be known for what you really are.

Why people buy?

02

Make it enjoyable

Handle objections & close

Convince & test close

Qualify & Discover

Make your own success

How to engage your client?

The power of influence

Why people buy?

Make your own

Success

03

How to engage your client?

04

Make it enjoyable

Congratulations!

You are almost halfway through your training to becoming a master of sales.

Handle objections & close

Convince & test close

Qualify & Discover

Make your own success

How to engage your client?

The power of influence

Why people buy?

Execution of the 8 actions of a great sales cycle

In this part we will go through the first 2 actions

Action 1: Be prepared

Trying to sell without preparation is a road to failure whatever your experience is , be ready , be prepared sometimes it takes a few minutes not more :

Let us go through some preparations, why they are important, and how to execute them.

How to engage your client

If you want to have a successful sale it is not just enough to follow the right rules, but also important to do it in the right order.

3 Phases to close a Sale.

There are 3 primary phases to closing a sale.

These 3 phases are divided into 8 actions

Closing

Involvement

Engagement

5. Qualify the prospect

6. Convince - then test for readiness

7. Convert objections to opportunities

8. Make it enjoyable and lasting

1. Be prepared

2. Put on the best of you

3. Get in touch and impress

4. Create rapport and interest

Action 1

Be Prepared

Execution of the 8 actions of a great sales cycle

Let us go through some preparations, why they are important, and how to execute them.

Why

How

Preparations

Your customer needs to feel valued, cared for, and understood. By knowing who they are and what they want, you will gain their friendship.

Do some research, (internet, linked in, Facebook, referrals etc…) so you are prepared for sudden questions. Find their needs /wants.

First of all…

Who is your customer?

What are their needs?

By knowing the advantages and disadvantages of what it is you are selling you will be able to have confidence and belief in your product/service.

Then ask yourself...

What is your product/service?

List out the benefits of your product. Make it thorough.

Clients buy benefits not specifications. Know by heart the 3 main reason why your product is the best solution to your client's needs.

Do you know...

Who is your competition?

Being aware of who your competition is and making sure you are not trash-talking them a sense of respect from the customer.

Rather focus on the advantages you can bring that your competition can’t. Be rational and factual here.

Also...

Be prepared for all objections.

You need to be ready to persuade and offer good arguments for buying your product/service. When you know how to reply to critical questions you will show that you are knowledgeable.

Prepare a convincing answer for every possible objection. Even better if you talk in your discussion about them even before you get the question from your client.

Execution of the 8 actions of a great sales cycle

How

Preparations

Why

You will be able to handle any situation once you have practiced for the worst case.

Now...

What is the worst scenario?

Expect only the positive but be flexible in your planning and imagine yourself succeeding in the worst possible situation. (Visualization works!)

Finally...

Be ready to excite the client

Make sure you keep an active relationship with your past clients for referrals and recommendations.

By creating a good reason you already convinced your clients that they need whatever it is you are selling.

Action 2:

Put out the best of you

To be able to do the best sale you need to be in your best state

How can you put yourself in the best state of mind?

Put out the best of you

How can you put yourself in the best state of mind?

Anchor yourself to a great successful moment

Choose a past experience where you were at your best

-

Remember from this experience, the feelings, the thoughts and the success feeling related to it

-

Create an anchor that brings you to this success situation quickly : a hand clap, or a word , or a pinch somewhere in your arm.

-

To change your state, remember a moment where you were at your best, this is your Anchor.

Every time you need to be at your best you link yourself back to this Anchor.

Make sure you are always aware of your mind state , if your feelings /thoughts are not at a good level they need to be changed to your best state.

Your product /services are the mirror of your state – the client will see the product through your own state of mind.

Exercise

Write down an estimate of all the money you have lost because of reasons like failing to follow-up on potential clients, not handling critique of your product/service with excellent counter arguments, not making another sales call...

Think of what emotional losses have you taken from not managing your energy?

Estimate how much it will cost you over the next 5 years if you don’t change.

Imagine your life in the next 5 years if you manage your energy, make the sales, create value. How would you enjoy this? How much would you earn? Be specific.

Stay tuned for a few more exercises to bring out your best.

Action 3

Get in touch and impress

Action 3 : Get in touch and impress

Focus on the details and timing.

Be Prepared

Come up with a plan of what you will say. You can even write yourself a script.

What is your sales goal for the upcoming week? How many calls do you need to make to achieve your sales goal?

Get Feedback

Have fun and enjoy working with people and connecting

In terms of connecting with people, change it every day, make it friendly fun.. Use different techniques and try something creative to capture their attention.

Make sure you get referrals from all your clients. This will help in creating need and establishing a good reputation for yourself and what it is you are selling.

So make sure . . .

Focus on repetition.

Repetition makes an amateur

an expert

-

that you are prepared

-

your energy levels are extremely high

Meet a lot of clients and connect and practice the stages.

-

Make sure you make yourself needed and visible.

Exercise

We have a few more exercises in store for you

To influence you have to make a great contact and get the attention of the client.

But how to do that? Through 5 steps you can practice:

1. Be clear about your objectives, choose SMART objectives and commit to them.

2. Create fun and creativity.

3. Prepare your Pitch.

4. Get referrals.

5. Repeat with 1000’s of clients

Action 4

Create Rapport and interest

Here we will outline exactly how rapport is built between people

Action 4 : Create Rapport and interest

Become aware of why a potential client might choose you and not your competition when both of you are offering very similar things.

The client will choose you because they:

Trust you

-

And because you care about them

People will buy from their friend, not because their friend is the best sales person but because their friend will care about their wants and needs.

An easy way to create friendship and gain likeability is through giving out compliments. A simple 3 step tactic will create success in your endeavor.

Make the compliment

-

State exactly why you made the compliment

-

Ask a question in regard to the compliment

Action 4 : Create Rapport and interest

Other little clues about giving compliments:

Do your research before you give the compliment and relate it to the facts you found out

-

Give compliments about people out of the discussion. They will hear about the positive things you told about them!

-

Write a longer note of appreciation. This is like a thought-through compliment.

Now let's go to practice:

Before proceeding to the next step, give compliments to 3 people. Write their names and the compliments you gave them.

1. Name of the person

Compliment

2. Name of the person

Compliment

3. Name of the person

Compliment

Action 4 : Create Rapport and interest

How to build rapport with your client

-

Find something you have in common with this person across from you. People tend to like what is similar.

-

Watch the way the other person uses their body language and gestures. Try to imitate them a little to match this form of communicating

You can connect through having a similar voice or body language or gesture. Notice the Voice style of the client: The volume, the speed, the tone , the depth, the repeating key words.

If you can use a similar style and key words you are starting to build rapport.

Also watch the body language details, such as the posture, movements, gestures, facial expressions, eye contact, breathing, touching, closeness. You can mirror a lot of those. This will help you connect.

As humans We possess 5 senses: visual, auditory, kinesthetic, olfactory, and gustatory. Each person has one or more sense that is primary and a lot of their communication style is based on that

People have their very own styles. There are four basic styles and most people will prefer one.

Action 4 : Create Rapport and interest

-

for instance Visual: These people like colors, use words like ( I see, it looks like, image words etc…) they usually talk loud and fast and explain things with images.

-

then there is Auditory: These folks like to hear what you say, they use words like : I heard, it sounded, what do you say about that etc… they usually speak with resonance , they articulate their words and use gestures and movements that are coordinated.

-

Or Kinesthetic: They usually like to touch and feel the products, it is important to them to do a product demo, to carry the product etc.. They don’t talk much and usually have a quiet tone.

So you need to detect while talking to your client which of the 3 style he/she is and match your words, body language/voice to his/her style.

There are also the very analytical clients. They use logic to choose, you need to understand their criteria of choice and turn their questions into opportunities to sell.

Exercise the following:

Pick someone to practice what you just learned on. Imitate their body language and way of speech. Note down what you observed. Does the person connect better, Do you feel it is easier to have a conversation and build a rapport?

Now that you have created a rapport with a person , how do you create an interest in what you want to say or sell?

The worst thing to do is to start demonstrating a product and the person is not even interested yet to hear you. Don’t jump the sales cycle! The secret of a successful salesperson is to follow the sales cycle by order.

Action 4 : Create Rapport and interest

So how do you create a clients interest?

-

Ask questions: the open are the best, let the client be in control, if you ask the right questions the client start telling you everything and that were you can more understand them , their style, their needs , their wants.

If you listen to them they will listen to you, if you are interested to hear their pain, need, the reason why they want something, they will in return listen to you – sales is 80% active listening 20% talking.

-

Demonstrating is a very powerful tool to interest people

-

Refer to someone who used it and got benefits: give examples.

What happens if even an interested the client is still not convinced?

1. Check the reason he is not yet convinced. what are his objections? Did he misunderstand or is it a belief that is blocking it? Check that belief ? What is it ? What does it mean to him.

Action 4 : Create Rapport and interest

Once you know his reason you can adapt one of the followings

-

Give an example where his objection is solved

-

Demonstrate if this eliminate his doubts

-

State Facts if it applies

-

Give statistics, testimonials etc…

-

Be persistent in understanding him and in explaining the product benefit balance both.

Here is an Exercise for you

Choose a product/ service/ solution that you want to sell: the purpose of this exercise to create a super interest in your next client...

-

Claim something super big about your product

-

Support the claim with a solid fact

Add More benefits related to the clients (needs, wants)

-

Add facts, statistics, testimonials

-

Ask the permission to ask open question and give the client the control to express his needs/ objections.

Action 4 : Create Rapport and interest

Once you know his reason you can adapt one of the followings

-

Give an example where his objection is solved

-

Demonstrate if this eliminate his doubts

-

State Facts if it applies

-

Give statistics, testimonials etc…

-

Be persistent in understanding him and in explaining the product benefit balance both.

Here is an Exercise for you

Choose a product/ service/ solution that you want to sell: the purpose of this exercise to create a super interest in your next client...

-

Claim something super big about your product

-

Support the claim with a solid fact

Add More benefits related to the clients (needs, wants)

-

Add facts, statistics, testimonials

-

Ask the permission to ask open question and give the client the control to express his needs/ objections.

The take away

There are 3 phases to closing a sale: Engagement, Involvement, Closing

To execute the three phases, be prepared, put the best of you, get in touch and impress, and create rapport and interest.

Congratulations

You have finished step 4 of the course and now, you can practice with your friends, family, colleagues and clients. First practice how to create a rapport, and then how to get people interest in your subject/ product.

Enjoy practicing!

Qualify

and discover your client

05

Make it enjoyable

Handle objections & close

Convince & test close

In the previous steps , we highlighted the 8 steps of the sales cycle and discussed the first 3 actions. In this section we will emphasize the 4th action: Create Rapport with your clients and make them interested.

Qualify & Discover

Make your own success

How to engage your client?

The power of influence

Why people buy?

<

EXERCISE

Think of your product and write 3 questions that you can ask for each of the 5 points above

<

PAIN

BUDGET

DECISION MAKER

NEED

WANT

Let's quickly repeat

8 steps for the best sales cycle

You have learned in the previous section to create rapport and interest with your potential client.

Now it is time to understand the importance of qualifications.

So How do we Qualify our clients

Phase 3: Closing

Phase 2: Involvement

Phase 1: Engagement

You all have experienced a lot of situations where you had somebody trying to sell you something, but they didn’t even qualify if you needed the product, or they were trying to convince you but then you were not the decision maker.

I always get those phone calls where a sales guy is trying to sell me something and he does his best, and tries to convince me why his product is the best. the latest one was a lovely lady selling me some nice events for kids at the school for the summer time. After 10 minutes of chatting on the phone she finally asked me if I have kids... and I don’t!

5. Qualify the prospect

6. Convince - then test for readiness

7. Convert objections to opportunities

8. Make it enjoyable and lasting

1. Be prepared

2. Put on the best of you

3. Get in touch and impress

4. Create rapport and interest

Qualify and Discover your client.

As a seller it is extremely important to understand that your job is not to try to move your product to the client. A successful seller is the person who deeply understands the client, and brings him a solution that improves his life.

We do not sell products we sell a benefit to the buyer.

So, Rule # 1

enjoy the profession of sales as matching solutions to people needs.

Start by asking questions to understand the person's needs/wants/ desires/pains. Making sure that what we are offering matches what the customer is looking for…by asking questions!

Your job as a seller is to find and fill people’s needs. To help them. Through this you will learn to truly enjoy the sales process, and gather results.

Qualify and Discover your client.

Let’s listen to FIVE questions that help qualify your clients:

NEED

WANT

PAIN

1

2

3

What is their NEED?

What is their WANT?

What is their pain about?

DECISION MAKERS

BUDGET

4

5

Are they the decision maker? And what is the decision-making process?

Do they have the right Budget?

If you don’t have those 5 you might be wasting your time and people time, go to the next prospect

<

Qualify and Discover your client.

Study how people make decisions. People make decision in different ways – here are few :

Towards VS Away

Internal VS External

Big picture VS Details

Price Vs convenience:

Past VS Future oriented

Nice to have VS Must Have

6

7

3

4

1

5

2

Result oriented Vs Process oriented

For some clients the details are important

Others want to know the big picture only

For some clients a product that has proven itself and has been there for a long time is important. Hence references, facts, and testimonials on the product are important.

Future oriented clients are interested in the innovation and what the solution will be in the future

Some clients would choose the convenient way, easier, faster, comfortable Versus the price.

Some are ready for example to drive miles just to get the product for a few $ less.

Some clients are curious and excited to try new things- so motivate them. Show them how special, new, innovative the product is or what they can do with it. They will buy only if they must have the product, and you need to explain to them why they must have it

Some people look at their inside to decide. Others base their decision on what people say, think and the external word.

We motivate an internal person to find out what is really important for them and use those points to get their interest.

For external people use testimonials, references, famous people etc…

Some people focus on the output

For others the process and the experience is even more important

Towards is when a client is motivated by pleasure to get to a situation/experience, for instance they might be traveling to enjoy a new experience).

Away is when the client is evading a problem “he is traveling to be away of some troubles, pain etc…

To motivate a toward person, increase the Joy of having the product, and to motivate an away person you describe the intensity of the pain if they don’t have the product.

<

Qualify and Discover your client.

In summary, the balancing of decisions is done on

1. Price Vs convenience

2. Nice to have Vs Must have

3. Result oriented Vs process oriented

4. Big picture VS details.

5. Past VS future oriented

6. Towards VS away

7. Internal VS External

<

Qualify and Discover your client.

Now try it yourself...

Select 3 people you know in your life (family, friend, colleagues) talk to them and note how many of the 7 points above you can detect from the conversation and note them down.

Enjoy Practicing, this will not only help you sell better but also deal better with all type of people, it just makes you a better Person!

<

Qualify and Discover your client.

Now try it yourself...

Select 3 people you know in your life (family, friend, colleagues) talk to them and note how many of the 7 points above you can detect from the conversation and note them down.

Enjoy Practicing, this will not only help you sell better but also deal better with all type of people, it just makes you a better Person!

The take away

It is extremely important to qualify your clients before proceeding for the sale.

You can effectively close qualify the customers, by the 5 qualification questions, that is, what is their needs, what are their wants, what is their pain about, whether they are the decision makers, and do they have the right budget.

Congratulations!

You are one step closer to accomplish your course of influencing others.

Convince the client

Test if he is ready to buy.

05

Make it enjoyable

Handle objections & close

How to convince the clients and test their readiness to buy

Convince & test close

Qualify & Discover

Make your own success

How to engage your client?

The power of influence

Why people buy?

In the previous steps, we discussed the

8 steps for the best sales cycle

Phase 3: Closing

Phase 2: Involvement

Phase 1: Engagement

5. Qualify the prospect

6. Convince - then test for readiness

7. Convert objections to opportunities

8. Make it enjoyable and lasting

1. Be prepared

2. Put on the best of you

3. Get in touch and impress

4. Create rapport and interest

Convince & Test Close

There are 3 ways to convince

Now it's time to convince them and test if they are ready to buy.

Now after you have done all those steps, you are excited to close the deal, but you don’t want to take the risk of a rejection – that’s where the step of testing the close comes in.

Multiply & Increase

Start with yourself

Remember...

Remember the client buys for emotional reason and justifies with logic, they need to be convinced that buying your product gets their emotional and rational needs fulfilled

ERBN: Emotional reasons to buy now

LRBN: Logical reasons to buy now

DRAB: Dominant reason to avoid buying

The formula of convincing the client is simply to increase and multiply the ERBN and the LRBN’s and decrease the DRAB’s

Testing the close is an extremely important step as it allows you to check the clients readiness to buy without burning your chances and in case they are not ready you can check the gaps and change your approach and probe with additional questions.

From a score of 0 to 10 how many reasons does the prospect have to buy.

Your Job is to multiply and increase those reasons to the maximum:

You can do this through:

- Facts

- Benefits

- Open questions

- Matching needs

- Testimonials

- Test close

Convince & Test Close

There are many ways to test close

Conditional test close

Test close stating pain

2

1

Would you buy this Hard disk now, and avoid any data loss?

Is it worse taking a risk of traveling without an insurance?

If you are going to buy this product when do you think you will want to install it?

If you will have to take a decision do you need someone else's opinion or you can buy it ?

Invite for conversation

3

When did you decide to buy a House?

How long have you been looking to buy a car? Do you want the car this week?

Test closing allows you to know where does the prospect stand– you can do that at different times of the conversation.

Convince & Test Close

After you test it you could also read if your potential client is ready for a buying decision:

4

3

2

1

They are relaxed.

Their face will indicate more of a smile and will have more color.

The hands are in open position. They are thoughtful. Possibly scratching their face.

They will be friendly and talking, like they own what you are selling.

Exercise

Write 5 examples for the 3 types of test closes .

The take away

There are multiple ways to convince a customer, but to do this effectively, it is extremely important to be convinced abut the product yourself.

Test closing allows you to know where does the prospect stand– you can do that at different times of the conversation.

Overcome Objections

and close the sale

07

Make it enjoyable

Handle objections & close

Convince & test close

Qualify & Discover

You are almost there, you have come a long way . In the previous steps you have learned to be well prepared , how to put the best of yourself and switch your mindset, t to connect with people and get their attention,how to create rapport and get the client's interest, how to qualify the clients and discover their style , and in step 6 you practiced convincing people and test closing.

Now it is time to close the sale and create a great experience for the client, but before that we need to go through few learnings:

Make your own success

How to engage your client?

The power of influence

Why people buy?

Handle objections & Close

You want them to feel as if in heaven if they buy and in hell if they don’t.

Before closing, you want your client to feel the experience of having the product and of course, an enjoyable experience:

Remember from earlier steps linking maximum pleasure to buying the product and maximum pain if they don’t buy is the key to making a sale.

So let the client dream about your product and how beneficial and enjoyable it will be to have it.

Work on changing the status of the client, shift their mind set to be positive about the product.

Remember all our emotions are linked to our five senses: let your client have all senses experience with the product and he will feel great about it. So let the client dream about your product and how beneficial it will be to have.

Now, how do we do this?

Exercise

Come up with 7 questions that make your potential client feel like he owns the product already. Here are 2 samples from us.

Inducing pain

Inducing pleasure

1

2

How will you feel if you keep doing what you are doing and you don’t get this product?

“How will you feel if you are using this with your family at home?

Now try this for yourself

Objections

So how to handle them? We have listed a 15 pieces of advice so we give you plenty of choices on doing it. Let's go through them

Everybody has objections. Your clients will too! Don't be scared or upset if they do, because this is an opportunity to turn those objections into a buying opportunity. It is absolutely normal for the customers to have objections, because they need to feel comfortable before buying, so answer all their objections with passion and have fun

Preventing objections before they come

Preventing an objection before it comes could be great but how?

- If you have excellent rapport

- If you know already what he might object, and you handle it in advance

- In the test close you might have already find what to handle before objections

- if you are so well prepared that he has no questions

Objections

Now if there is an objection follow these 14 points:

Rephrase

Test close

Close

Ask

Feel

Test Close

Smile

Comfort the client

Validate

Minimize objection

Turn to Question

Listen

Outweigh

Deny

13

7

6

5

3

12

1

2

8

9

10

4

12

11

Rephrase it to the client

Move to close the sale.

Show that you solved it and test close

Hear the objection entirely, before replying

Come up with a test close. For example : if we solve this issue would you buy one now?

Ask open questions about it to make sure you understand their point

Feel and really care about the question as if they were yours

Deny it when it applies

" no this printer is no more noisier than others "

Smile and tell yourself " On every objection, I am getting closer to closing".

Make the client feel comfortable in asking whatever they want to ask

Minimize the objection if appropriate (are you really going to let go of this promotion just because it does not have something you need…) ?

Outweigh with other benefits. So you could say

“yes it might not be the fastest, but it sure is the highest quality”

Validate the client's pain. Put them at ease by saying: I agree with you…. Make them feel you empathize with them …

Turn the objection into a question, as it is usually easier to answer:

For example client says "I like this printer, but it is too big".

You can say is the size the most important point in your choice of a quality printer?

The take away

1. Smile and tell yourself on every objection that you got closer to the sale.

2. Make the client feel comfortable in asking whatever they want.

3. Feel and really care about the question as if it is yours.

4. Hear the objection entirely.

5. Ask open questions about it to make sure you understood.

6. Rephrase it to the client.

7. Come up with a test close.

8. Validate the client's pain.

9. Turn the objection into a question, it is easier to answer usually.

10. Minimize the objection if appropriate.

11. Outweigh with other benefit.

12. Deny it when it applies.

13. Show that you solved it and test close

14. Move to close the sale.

Make it

Enjoyable & Lasting

06

Make it enjoyable

Handle objections & close

Congratulations!

You have completed most of the course, and by now you are ready to practice your learning and influence others positively .

But closing the sale is not enough, many people will call it a win and stop here.

You don’t want to do that, this final step is crucial to make sure the client is satisfied and you get repeated business be it from him or others.

Convince & test close

Qualify & Discover

Make your own success

How to engage your client?

The power of influence

Why people buy?

Handle objections & Close

In this last step you will learn how to :

- make it a fun experience for the client

- handle remorse or cancellation

- handle hesitations

- build a relationship with the client

- get repeated orders

By now your client accepted to buy but they might be hesitating, wondering if he made the right decision or he may have some concerns.

There are 10 Tips on how to make buying enjoyable and friendly for the client

10 Tips on how to make buying enjoyable and friendly for the client

Referrals

Care

Documentation

Probable objection

Gifts

Test Close

Don't attack

Re Comfort

Smile

7

10

Congratulate them

9

4

3

2

5

7

6

1

Make them feel you are caring

Finally Smile and make it enjoyable .

If you know an objection is probable, handle it in advance

You can give an unexpected gesture (a gift, a voucher, ….)

Re-comfort them by stating their decision was great.

Add a referral someone who bought this product and the consequences were extremely good

Start filling the order/invoice/ or the procedure of buying while helping the client

If there is any hesitation, test close again with an alternate choice: Do you want it blue or red?

Don’t attack, if your client comes with a new objection – handle like others (step 7)

Summary of 10 steps

Don’t attack, if your client comes with a new objection – handle like others

Re comfort them by commending their decision

6

1

2

7

Add a referral

Give an unexpected gesture

3

8

Congratulate

Handle probable objections in advance

9

4

Start doing the purchase documentation

Make them feel you care

5

10

Finally Smile and make it enjoyable

If there is any hesitation, test close again

3 last things to do before your clients walk away

3 last things before they walk away

Handle probable remorse

1

Sometimes clients go home, feeling that they did a bad buy or perhaps someone gives them a remark.

Handle that by describing how the product will help them in the future and show the positive impact in their life – this way you consolidate the acceptance of the purchase

Ask for referrals

2

Don’t hesitate to ask for referrals; be sure in your mind that every client would give you one, smile and ask for one with confidence

Use those referrals

3

Use those referrals, but prepare well before getting in touch with a referral

Your final exercise

1

Re-read all your notes of the 8 steps – we have kept summary tables of each – check them again

2

Visualize the 8 steps in your mind and link them as a process

3

Take one sales example where you failed – take a moment and check which of the 8 steps you missed and note anything down – imagine the same client now and re-win them in your mind

The take away

Don't consider making the sale as your ultimate success. The ultimate success is to ensure that you leave the client happy, proud of the product or service they purchased, so that not only they come back, but they come back with more customers.

COURSE CONCLUSION

If you review all the materiel, and apply it, and keep on repeating it ( step 1) you will become a great influencer.

Congratulations you made it through all the course! Commit to the Good! Now go out there and start influencing others!