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7/31/2019 Selling Skills General
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Selling Skills
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About Training
New information
Reinforcement of positivesRecognition of negatives
Learning comes in 3 forms:
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The Sales
Process
1. Target Account
2. Qualifying Call3. Appointment-Setting Call
4. Sales Call(s)
5. First Use/Installation
6. Back to step 4
? %
?
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Target
AccountsGood program?
Enough?
Significant?
All reps?
Buy-in?
Progress?
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Qualifying/Appointment-Setting Calls
Collectively known as cold-calling Everyone proficient, including
YOU? If not, teach
Script Objections/Turnarounds
Dont intrude-stereotypical salesman
See yourself thru customers eyes
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Cold-CallingScares most salespeople because:
THEY TRY TO ACCOMPLISH TOO
MUCH!
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Target
Accounts
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Qualifying Calls
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Appointment
Setting Call
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Appointment
Setting Call
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The Five Step
Sales CallIntroduction
Probe for Needs
Presentation
Management ofObjections
Close
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ConsiderYourself a
Doctor of Selling
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1. Exam
2.Diagnosis3.Treatment
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Introduction
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Five Steps of an
Introduction Name
Company
Appropriate Sociability
Productive
Purpose for Being There
Up-front Benefit
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Up-Front Benefit VERY importantWhy?
Bold!
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Probing
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Segues
Smoothly moving from one step ofthe call to the next
Getting customer to buy in
Needed to move to:
Probing
Demo/Presentation
Close
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Segue into
Probing:In order to determine if we can benefit youlike we have for St. Marys Hospital, I just
need to ask you some questions about your
current program; would that be ok? Would
you mind if I took some notes?
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Why Probe?To obtain valid information about
others - Needs, Ideas, Opinions,Feelings, etc.
To increase receptivity - prepare forchange
To develop and maintain positiverapport - mutual trust
To increase involvement and
understanding
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Why Probe?
As much for customer as you!
Easier to sell someone somethingthey need
Keep in mind, they may not knowthey need it
Ask questions for which youalready know the answer
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Probing
Most important step!
Most underdeveloped step!
Dont assume (different answers) Dont quit early
Dont underestimate the power of
the word why Sometimes its just the wording
customers (people) wont just
cough up what you want to hear
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Types of Probes
Open
Intermediate
Closed
Open Probes - Start the flow of information
Intermediate Probes - Continue the flow
Closed Probes - Obtain specific bits of information or action
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Open Probes
How do you feel about ..
What do you look for in a .. Give me your opinions on ...
Tell me about your currentfloor care program.
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Intermediate Probes
Brief Assertion-
Neutral Phrase-
Nod Head I See
Sure Uh Huh
Thank you for sharing that information.Tell me some more about. .
Interesting, why do you say that?
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How many 5's do you use per
month?
What size container do you buy
your all purpose cleaner in?
How many people will be at the
housekeeping group seminar?
Closed Probes
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Summarize results with
summary probes:So what I hear you saying is
If I understand you.
Lays groundwork forPresentation
Proves you were listening
Before Leaving
Probing Step
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Presentation
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Time for another
Segue:
Into the Demo
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Segue into
the Demo:Id like to get your opinion on a 2-minutedemo
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Presentation:
Simple equation:
Uncovered need + Presentation onApplicable Product = A Sale
The transfer of knowledge andenthusiasm
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Presentation: 3 Steps:
1. There are differences between meand my competition
2. The differences between me andmy competition are REAL
3. These differences AFFECT YOUin
Product usage
Labor
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Trial closes
Taking customers temperature
throughout sales call
Does this make sense to you?
What do you think about this?Can you see advantages in this?
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Presentation:
Relationship
Service
Value
Price
Relationship
Service
Value
Price
Relationship
Service
Value
Price
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Presentation:Value is:
Performance
SafetyHow do you establish
value for floor care?
Is it tougher to establishvalue for dilutables?
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Telling Is
Not Selling
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The
Same OldRoutine Sales
CallSalesman: Heres the product that will meet
your needs: spitfire Its is a great cleanerand it can clean about anything, blah blahblah...
Customer is thinking: I have to kick him outsoon - Ive got to pee!
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Adult Learning
Verbal5-7%
Verbal + Visual55%
Verbal + Visual +
Hands-On85%
0 50 100
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Presentation
What can we dobesides telling?
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Management
of
Objections
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MANAGEMENT OF
OBJECTIONS
Acknowledge
Probe
Answer Objection
Get Confirmation
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MANAGEMENT OF
OBJECTIONS
What if you
cant/get stuck?Give yourself a
chance
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ClosingYoull get 0% of the orders you dont ask for
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One Last Segue:Into the Close
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Segue into
Close:Based on what Ive shown you, does this lookbetter than what you currently use?
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Closing
Must earn the right to close
Customer expects you to
Close for somethingacommitment
If no, WHY?
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Closing Techniques
Are you using manydifferent techniques? Be
honest.You need tothey are
situational
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ASK FOR IT
Direct Close or Direct Question
Why dont you try it?
Can I have the authority to go aheadwith the order?
When would you like delivery?
How much would you need to getstarted?
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The Order Form Close
Start off with the basic assumptionthat the customer will buy..
Its only the details that needclarifying.
Question and obtain the customerscommitment on the different stages ofcompleting the order form.
At the final stage of the order...Ask for
the OK or Approval - Not Signature
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The Either / Or Close
It often helps to get the buyers finalagreement by asking which is the mostacceptable of alternativesoffered.
Would you like in Fives or in 55 gallondrums?
Would you like your order delivered this
week or next week?Would you need the Dispensing system?
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The Half Nelson Close
Use this close when the customerquestions your products features orbenefits, or you can help him/her solve a
problem. To be used successfully, this close
requires good probing and goodknowledge of your product.
If I can prove to you that _____ willreduce your labor costs by 50%, will youbuy it?
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Dialogues
Appointment-Setting
Up Front Benefit StatementAbout Company
Service
About ProductsOthers?
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The End?
No. You HAVE TO continueto develop these skills on
your own