5/7/2012

Qualities of a Sales Person

SELLING
SKILLS

Customer Influences
VALUE FOR
MONEY

PRODUCT NEED
MATCH

Driven & Focused:

Has a sense of urgency and a need to accomplish

the task at hand. Doesnt get sidetracked; knows the
final destination.

Confident & Assertive:

Believes in own abilities and can handle

rejection. Effectively controls the interactions
and doesnt cave in easily.

Outgoing & Fun loving:

Projects a great first impression and is energized by

social interactions. Engage customer emotions, is
likeable and memorable.

Structured & Rational:

Leads the customer through the process, is

organized and cares about the person; not just the
sale, effectively identifies the customer needs and
good communicator.

THE BASIC STEPS OF

A SALES CALL
Transaction (PCN-PCN)

IS IT THE
RIGHT TIME
COMPANY
MATCH

TRUST SALES
PERSON

1. Preparation
2. Contact
3. Need Identification
4. Presentation
5. Confirmation
6. Networking

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Need Identification
1. Understanding the customer
(customer profiling)
(Intelligent Questioning)
2. Understanding the Customer decision Making Process

Need recognition
Evaluation of Options
Resolution of Issues
Decision & Implementation
Evaluate & Referral

Greeting

Project an image that your role is to GROW the relationship/business

PROFILING

1. Complete product knowledge

2. Customer profiling
3. Volume targets
4. Right attitude
5. Dress code
6. Target Market
7. Competitor knowledge
8. Suitable environment
9. Selling skills
10.Prior appointment
11.Giveaways when required

Contact ACTIVE LISTENING

Preparation

Personality Friendly, Tough, Loud, Talkative, Reserve,

appearance, reputation, education
Age

Age bracket, Married, Un married,

dependents, health
Dress, Shoes, handbag, transport
Jewelry, Mobile, locality Lifestyle etc.

Social Status

Business

Nature of Business, Turnover,

Other business etc..

Decision Maker

Who is the key

Decision maker.

Product Requirement

Need Identification

S.P.I.N
Situational questions
Problem questions
Implication question
Need payoff questions

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Presentation

Presentation (dress code)

Right Attires

1.
2.
3.
4.
5.

Your Voice Tone

Your body Language
How to sit on seat
Building a case for Cross selling/Increase sales
Building relationship

7% what you
say
55% appearance &
body language

38% tone, pitch &

pace of your
voice

Presentation

PURPOSE

State / Declare the idea / brands/Options.

Show product brochures.

PROCESS

Explain the features and benefits (FAB) to the

consumer.
Enumerate support activities etc.

PAYBACK

Confirmation
1.
2.
3.
4.

Your Voice Tone

Clarification
Preparing the documents
Assurance

Explain benefits to the customer pricing,

cost/benefit, competitive product margins,
Suggest a product most suited to cover his needs.

5/7/2012

Networking

Transaction (Review)
Selling Process

1.
2.
3.
4.
5.
6.

Guiding what are the next steps

Thank you smile
Closing sentence
Asking for further contacts
Establishing the reasons for staying in touch
After Sales Service

1.
2.
3.
4.
5.
6.

Listening
70% of all communication is
Misunderstood
Misinterpreted
Rejected
Distorted
Not heard

Preparation
Contact
Need Identification
Presentation
Confirmation
Networking

Buying Process
Need recognition
Evaluation of Options
Resolution of Issues
Decision & Implementation
Evaluate & Referral

Distortion

Perceptions
Preconceived notions/expectations
Physical hearing problem
Speed of thought
Personal interests
Emotions
Attention span

No active listening!

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Active Listener

Active Listener (continued)

Ensure mutual understanding

Understand body language

Reflect feelings
Offer acknowledgements (say uh-huh)
Paraphrase main ideas
Interrupt to clarify
Confirm next steps

Observe position and posturing

Make eye contact
Consider expression and gestures

Suspend judgment
Concentrate
Keep an open mind
Activity

Active Listener Don'ts

Behaviors that hinder effective listening

Act distracted (look at your watch!)

Tell your own story without acknowledging theirs
Give no response
Invalidate response, be negative
Interrupt
Criticize
Diagnose what was said
Give advice/solutions quickly
Change the subject
Reassure without acknowledgment

Non Verbal Communication

Eye Contact
Facial Expression
Body Language
Tone of Voice
Emphasis
Deliberate Silence
Timing
Appearance
Touch
Hand movement

5/7/2012

Mastering Communication p-9

Eye Contact
Facial Expression
Body Language
Tone of Voice
Emphasis
Deliberate Silence
Timing
Appearance
Touch
Hand Movement

What is Customer Service

Writing
Reading
Speaking
Customer service is the provision of service to
customers before, during and after a purchase.

Listening
Activity

Expectation
EXPECTATIONS
FROM

Customer Expectation

BASIC

EXPECTED

DESIRED

"MUST HAVES"

"SHOULD HAVE"

HOPE"

PROVIDES THE BASICS

PROMOTES LOYAL
CUSTOMERS

BUILDS COMPETITIVE
ADVANTAGE

...is clean

...honors reservations

...compensates for
your dissatisfaction

An airline

...confirms seat space

on a flight

...provides accurate
information about
cancellations or flight
delays

...calls with flight

delay information
before it is time to
leave for the airport

A telecom
company

...phone service

...accurate and willing

answers to questions

...employees who are

personally committed
to problem-solving

A restaurant

Activity Airport Taxi

Where do we Currently stand
and where do we want to go?

UNBELIEVABLE
AMAZED
SURPRISE
EXCITED

DESIRED

HOPE
EXPECTED
SHOULD HAVE
BASIC
MUST HAVE

4
3

1
Customer Loyalty

5/7/2012

How to Implement

The Service Iceberg

T AKE
P ERSONAL
R ESPONSIBILITY

Visible 10%
of service

Front-line
Customer Service

Delay in Process

Implementation Barrier
Behind the scenes

Training
Required

Process Improvement

Types of Complaint
Product Related
Delivery System related
Service Related

J USTIFICATION
S HAME
B LAME

Hidden 90%
of service

What Customer Wants When

Complain

A fair hearing
An apology/explanation
Assurance that it will not happen again
Fast efficient resolution

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How to Handel Complaints

A fair hearing

Be an Active Listener, understand

the issue, stay neutral.
Empathy. Show your concern,
apologies.

An apology/explanation

Fast efficient resolution

Provide a quick relief

Assurance that it will not

happen again

Assurance that it will not happen

again. Follow up