Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Basic-Advanced
BY : Dr.Taleb Hammad
Selling Skills
SELLING IS
Getting someone to do what you want them to do the way they want to do it well & willingly ! ! ! !
Vh.F.De BOEST
Selling concepts
Helping people achieve their needs Matching what you have to offer with what the buyer wants
Selling?
CUSTOMER
S A L E S
R E P.
Selling process
Preparation Business-like Introduction Presentation
Help the buyer recognise opportunity
Use open questions to gather information and identify what they need: What, Where, When, How , Who, Why.
Closed questions to confirm clarity: Is , Was, Does
LEGAL SYSTEM
SALES
( $ OR UN)
INTRODUCTION GRWOTH
MATURITY
SATURATION
DECLINE
TIME
BICYCLE ANALOGY
BACK WHEEL PRO.KNOWLEDGE FRONT WHEEL PEOPLE KNOWLEDGE
EXPERIENCE
RELATIONSHIP SKILL
MKT. INTELLIGENCE/INF.
ETC
DERECTION
OBJECTIVES
TERRITORY TIME
ACTION PLANNER
How to succeed
Preparation
Preparation Means
Customer
Marketing and selling begins and ends with the CUSTOMER
Not your product
Marketing
Product - benefits Place Price Promotion stand, posters, flyers, tables, relationship marketing
legislation
quality & reliability
impulse
price
reputation
after-sales service
Do not tell the customer about your product and service until you have found out which company they are from and what sort of cake they are interested in.
Selling skills
Present the solution, while overcoming customer concerns.
Evaluate
Skills
Networking
Communication
active listening
summarising
Persuading
Influencing
Negotiating
REMEMBER
Prepare your marketing and costing Stress (adapted) benefits to customer, not just the features Draw attention to the strengths of your product Ask for the business
Keep motivated
Continued
3. Make the Presentation
Know the features Sell the benefits - by answering What is in it for me?
Sell the advantages- by answering Why should I buy from this person? and Do you knock the competition?
Continued
5. Close and Supplement Always be closing- help customer decide how -not whether they will buy. Can you see how this would meet your needs (or solve your problem)? Since I havent heard any objections, Im assuming you agree with me? Right? Are you ready for us to talk about the final details? Shall we go ahead and get started with your order? Ask for the sale Suggest additional products after initial decision has been made.
Continued
6. Follow up and Make them Customers for Life
Contact customers after sale Send a customer satisfaction survey Prove your dependability Handle complaints promptly Add customer names to mailing list and keep regular contact Ask for referrals
Visualize Success
Selling is people-serving-people process that should include the following:
Training you staff to care about serving customers Learning to listen to customers in order to zero in on their needs Practicing courtesy in every situation
learning about your products and services so you can point out the benefits and advantages
Visualize SuccessContinued
Suggesting additional items that will save your customers time and additional expense Making every customer feel welcome and appreciated
Selling Skills
Effective selling
Need Satisfaction
Lots of careful questions to find opportunity
Problem-Solution
Full analysis of customer needs
Always try to have an actionable item for you and your customer after the call
Price on equipment, tech specs, trial in plant, customer volume per month
Before intro
Read the sign in sheet. Always. Consider whether to write your name/company legibly or not. Extra effort with reception. Always.
The opener
Im Cliff Brooks, How are you? Nice looking kids. Ive got a few just about that age, pretty darn busy around our place. Hows your day so far? How goes the battle today? Got your name from Joethanks for seeing me. He thought this might make sense for us to get together Couldnt help seeing those tanks on the side of the buildingId bet you are pretty happy with those H&K 2 ton stainless auto top loaders?
Needs Discovery
After closing this is the key selling skill. Question and listen. Really listen
Whats not being said? What are they trying to say but cant Whats the real need?
Sometimes the needs are just those of the buyer, and not actual. You understand!
Questions
Open probes
How are the new regulations from OSHA hurting your business? or
OSHAs sure got our industry in a bind right now. You guys seem to be doing so well how are you doing it?
Closed Probes
Is delivery a problem for you?
Or
Given the shortage of trucking with the strike could our dedicated fleet of company owned delivery trucks help with those delivery delays? Would extended payment terms help?
Concerns/Objections
Typically a natural part of any call An opportunity for more dialogue Helps both parties in buying process.
this is a buying process
Handling Objections
Listen Agree/restate without prejudice Get clear about the real issue Discuss solutions Ask for a commitment
Closing
Trial closes might uncover more issues/needs
Is this what you had in mind? Would this do the job for you?
If still no
What specifically doesnt seem as though it meets your needs?
Close
Alternative close
Which would you prefer the single case or pallet quantity?
Summary close
With the 10% gain in factory efficiency and unique new volume price program lets get this on the books. When would you like delivery?
Post Sale
Service, service, service. Know your companys ability Dont ever oversell Call and write. Creative thanks. Visit again soon after product delivery.
Dr . Taleb Hammad
B.Sc Pharmacy , MBA
taleb@mortar-and-pestle.net