55
2. Customer SatisfactionIt can be a fine line between Delighting or Disappointingyour customers. 3. QuestionWhen was the last time you purchased something andwere delighted with the experience? 4. QuestionsWhen was the last time you purchased something andwere delighted with the experience?When was the last time you purchased something andwere disappointed with the experience? 5. Purchasing ExperiencesYour reputation is being influenced by theperformance of your salespeople 6. Perception is RealityBecause I had no confidence in Nick,how could I have any confidence in thecompany that he represented either? 7. Sales TitlesAccount ManagerSales ExecutiveBDMTechnology ConsultantSales ManagerSales AgentRelationship ManagerTerritory ManagerStrategic Account ManagerMajor Account ManagerSales ConsultantIT Salesperson 8. IT vs SalesThere is almost a trade off between being great at ITand being great at SALES 9. FormulaCompetency x Productivity = Sales Success 10. The DifferenceThe difference between these 2 salespeople is probablynot limited to WHAT they do, but rather HOW they do it 11. Selling is like GolfIt comes down to competency. Some people have invested the time and energy tolearn the techniques that increase their chance ofsuccess. They also practice those techniques so they feelcompletely natural and comfortable. 12. Elite SalespeopleSalespeople that are consultative in their selling styleand focused on the business outcomes that theirsolutions provide will always be more successful 13. Desired Business Outcomes1. Revenue2. Profit3. Overheads4. Productivity 14. Account ManagementI like to drop into my clients if I have time when Im intheir local area just to make sure that everything is okay. 15. Account ManagementI like to drop into my clients if I have time when Im intheir local area just to make sure that everything is okay. 16. Customer Courtesy AppointmentThe more preparation youdo BEFORE the CCA, theless stress youll haveDURING the CCA. 17. Basic Appointment Agenda1. Build rapport 18. Basic Appointment Agenda1. Build rapport2. Recap the previous conversation 19. Basic Appointment Agenda1. Build rapport2. Recap the previous conversation3. Set the meeting agenda 20. Basic Appointment Agenda1. Build rapport2. Recap the previous conversation3. Set the meeting agenda4. Review the current agreement 21. Basic Appointment Agenda1. Build rapport2. Recap the previous conversation3. Set the meeting agenda4. Review the current agreement5. Remind the customer of the benefits 22. Basic Appointment Agenda1. Build rapport2. Recap the previous conversation3. Set the meeting agenda4. Review the current agreement5. Remind the customer of the benefits6. Introduce relevant technologies 23. Basic Appointment Agenda1. Build rapport2. Recap the previous conversation3. Set the meeting agenda4. Review the current agreement5. Remind the customer of the benefits6. Introduce relevant technologies7. Forecast upgrade opportunities 24. Basic Appointment Agenda1. Build rapport2. Recap the previous conversation3. Set the meeting agenda4. Review the current agreement5. Remind the customer of the benefits6. Introduce relevant technologies7. Forecast upgrade opportunities8. Request a letter of reference 25. Basic Appointment Agenda1. Build rapport2. Recap the previous conversation3. Set the meeting agenda4. Review the current agreement5. Remind the customer of the benefits6. Introduce relevant technologies7. Forecast upgrade opportunities8. Request a letter of reference9. Summarise 26. Basic Appointment Agenda1. Build rapport2. Recap the previous conversation3. Set the meeting agenda4. Review the current agreement5. Remind the customer of the benefits6. Introduce relevant technologies7. Forecast upgrade opportunities8. Request a letter of reference9. Summarise10. Request the next sales activity 27. Presentation Outline1. How to maintain existing businessrelationships so that your clients ignoreapproaches from your competitors 28. Presentation Outline1. How to maintain existing businessrelationships so that your clients ignoreapproaches from your competitors1. How to effectively prospect for newbusiness without having to cold call 29. Neighbour CallAs the name suggests itinvolves prospecting to theneighbours of your existingclients. 30. Neighbour CallHi Im Jason from 123IT.I was just meeting with Greg Smith from ABC Realty nextdoor. We look after all of Gregs IT.Id like to send some introductory information to the ownerof your business showing how weve helped businesses likeyours to save money on their IT.Would you have a business card of the owner that I couldtake with me please?Thank you very much. 31. Send Introductory Information 32. Follow Up Phone Call 33. Presentation Outline1. How to maintain existing businessrelationships so that your clients ignoreapproaches from your competitors1. How to effectively prospect for newbusiness without having to cold call 34. Presentation Outline1. How to maintain existing businessrelationships so that your clients ignoreapproaches from your competitors1. How to effectively prospect for newbusiness without having to cold call1. How to prepare and present compellingbusiness proposals 35. Proposal Presentations 36. Proposal Presentations 37. 4is Questioning TechniqueInformation Questions are designed to discover basic factualinformation about a prospects current situation. 38. 4is Questioning TechniqueInformation Questions are designed to discover basic factualinformation about a prospects current situation.Issue Questions are designed to probe for areas ofdissatisfaction with the prospects current situation. 39. 4is Questioning TechniqueInformation Questions are designed to discover basic factualinformation about a prospects current situation.Issue Questions are designed to probe for areas ofdissatisfaction with the prospects current situation.Implication Questions are designed to amplify the size andseriousness of an issue by discussing the consequences ofthat issue. 40. 4is Questioning TechniqueInformation Questions are designed to discover basic factualinformation about a prospects current situation.Issue Questions are designed to probe for areas ofdissatisfaction with the prospects current situation.Implication Questions are designed to amplify the size andseriousness of an issue by discussing the consequences ofthat issue.Improvement Questions are designed to have the prospecttell you what benefits would be gained by overcoming theidentified issue. 41. Preparing Proposals 42. Preparing ProposalsThe more you talk about products,the more the prospect will ask aboutprice, and the more youll becompared to other similar optionsas if your solution is just a commodity. 43. Common Mistakes1. No structure to the appointment2. Rush through it3. Dont present to the decision maker4. Insufficient customization to the prospects requirements5. Poor knowledge of the content on each page of the proposal6. Prospect takes the proposal & reads ahead looking for theprice7. No attempt to close the sale8. Poor handling of any objections that are raised9. They email it to them10. Focus on products 44. Desired Business Outcomes1. Revenue2. Profit3. Overheads4. Productivity 45. Presenting Proposals 46. Closing the SaleA purchasing decision will be made when the prospectperceives that the benefits to be gained outweigh all ofthe costs involved. 47. Closing the SaleThe prospect says:Leave it with me and Ill get back to you 48. Successful BrandsPrice is not as important as we think it is 49. SummaryAs outlined in the invitation to this presentation,weve now covered:1. How to maintain existing businessrelationships so that your clients ignoreapproaches from your competitors1. How to effectively prospect for newbusiness without having to cold call1. How to prepare and present compellingbusiness proposals 50. ConclusionIn conclusion:1. Your reputation is very important 51. ConclusionIn conclusion:1. Your reputation is very important1. Your sales representatives are having an impact onyour reputation (either positively or negatively) 52. ConclusionIn conclusion:1. Your reputation is very important1. Your sales representatives are having an impact onyour reputation (either positively or negatively)1. Invest in the competency of your sales representativesso they perform better in the marketplace 53. Conclusion
