SALES TRAINING

For PGDBRM students

INDEX
SALES TECHNIQUES
5 Basic Steps to Success
How to make group presentations
Practical Answers to common objections

Here are some of the qualities which our successful sales people
considered very important to their success.

Appearance
Dressing You dont have to follow the current fashion trend neither do you have to dress as
though you are going to a picnic. For men. Put on a light color shirts and preferably with a
tie. Look neat and always be well groomed. Hairs should be kept at a reasonable length and
neat.
As for ladies , dresses are more preferred than slacks. Costgume jewellery should be kept to
minimum.

Manners
Always be friendly and courteous , show your prospect that you are there to help him be a
good listener and be sincere.
SMILE This takes no energy or effort on your part. It cost nothing, yet a smile can be
contagious.
HANDSHAKE Warm, firm and friendly . You should look into your prospects eyes
when you shake his hand. A firm handshake present sincerity and a weak handshake means
you are not interested.

Here are some of the qualities which our successful

sales people considered very important to their
success.
ATTITUDE
BE NATURAL Be yourself , dont try to copy the manners and speech of someone else. People
like you as you are and not phonies. They will listen to people they like.

ENTHUSIASM - Be openly enthusiastic , you can convey enthusiasm for your Company and
products by your tone of your voice, facial expression, attitude and gesture. This will influence your
prospect to believe in you.
Let everyone knows by your attitude that you like your job and you believe in the products you sell.

CONFID

ENCE

An unsure, diffident , unprepared will lose interviews and the eventual

sales. Prepare and plan your approach. Then execute your plan with confident and gain respect.

Selling tips!
KNOW THE PRODUCTS YOU ARE SELLING
You can only do the best job selling the products which you have complete
faith in them. This faith is acquired only by completely understanding all the
products features, advantages, applications and the benefits the customer will
gain by using them.
Remember, your prospects are only interested in what your products can do for
them. When new sales people who just joined the company, they may take a
little longer to learn every products, however they should ask their trainers
more about our products as they go along.
REMEMBER , you can only learn fast by asking questions. Successful
sales people are made ! (And not born).

KNOW YOUR CUSTOMERS

We can only sell our products to customers that like us. Therefore in
order for them to like us, we must be aware that most customers wants
the followings things :

He likes compliments so give him freely

He wants respect show him openly
He wants ways to make his job easier give him good service
He like to talk about things that interest him find out and talk about it
Find out about his hobbies talk about his hobbies
Find out about his family take note
Find out his birthday and anniversary send him cards
Find out what motivates him to buy do that every time you service him
He only buys from sales people he likes make him like you

5 Basic Steps To $ucce$$

Planning
Introduction
Presentation
Handling Objections
Closing

In order to succeed we must first

believe that we can
- Thomas Tan

5 Basics Steps to Successful Selling

Step 1

PLANNING

Every successful sales-person learns how to plan and work on their plan.
It is essential to success as driving or talking. Think of PLANNING in
terms of building a house. Before a house is erected , an architect or
engineer spends a good deal of time in advance planning the size and

EYEBALLING
Before the sales-person begin his actual sales call, he must PLAN where
he will be working on. His trainer or manager normally will allocate an
AREA for him to do his sales calls. He will be given an area which will
be known his TERRITORY.
Sometimes the trainer/manager will allocate some specific accounts for
him to build.
From the TERRITORY given to you by your trainer/manager , you will
go to the specific part of your area to write down all available companies
name you think you can approach them during your sales calls. Write
down about 100 potential customers in your prospect lists so that you can
call on them first.
This process is what we call EYEBALLING for potential customers in your area.

After you have done that, the next thing is to find out the
telephone numbers of this companies you have eyeballed.
You can do this by means of the telephone directories.
QUALIYING
After you have noted down all the telephone numbers of the potential
Customers in your prospect lists. The next step is to find out the
Correct person by means of the TELEPHONE CALL PLAN.
Use the TELEPHONE CALL PLAN effectively every time want to
Make an appointment for new accounts. Once you have qualify the
Actual person you want to meet, make sure you record the
Appointment time and name of the person you are going to meet on
The prospect lists you have earlier prepared.
It is vitally IMPORTANT TO QUALIFY THE CORRECT PERSON
WHO HAS THE AUTHORITY TO DECIDE or at least can strongly
Recommend your products to his superior or Finance Manager.
ALWAYS REMEMBER DO NOT SELL WHILE QUALIFYING
THROUGH THE TELEPHONE

STEP 2 INTRODUCTION
After you have make an appointment to meet your prospect at a specific
time or you are in your territory without an appointment, you would like
to make a cold call ( a walk-in sales call without an appointment).
You have to make a pre-plan before you meet your prospect.
Make sure you have all the followings check : Name Cards
Product Brochures
Sales kit in order
A sure fire product order to show him
Presentation and order pad ready

Once, you have done that, you can now proceed to meet your
prospect. As for cold-calls, you can ask who is in-charge by
asking the first person you meet as you enter the factory .
Upon meeting your prospect, always remember, he will
always have 3 things on his mind when he sees you.

1. Who are you ?

2. Where are you from ?
3. What are you here for ?

This is where INTRODUCTION comes in .

Good morning/afternoon, Mr. _____. ( Call him by sir name & shake his hand
firmly and look at his eyes as you shake his hands)
My name is .from Federal bank .
This is my visiting card ( Hand name card to him with both hands )

Step 3 Presentation
When your Prospect is ready for your discussion, proceed by placing your
Presentation Book in front of him and say :
Mr. _____, Federal Bank is a 75 year old bank headquartered in Kerela. We have over Rs
123,000 crores under management and 11,000 employees. We have 1000 branches and are
expanding fast.
Well, Mr. _______, I am Anu Verghese and I have been appointed the Relationship Officer in
this territory.
I would like to tell you that Our Group Home Housing scheme is ideal way for your
employees to finance their own homes.
The home ownership makes an employee bound to this place and to your company, Sir.

We have offers for 10, 15 and 20 year term loans wherein the EMI is so reasonable
that it makes to own a home than pay a monthly rental that could be higher than
the EMI.
After you have done that , tell your prospect :-

Briefing before Presentation

Mr. ______ I have a few Home loan Brochures and application forms in my bag, lets go
to your meeting room and let me give a presentation about our home loan scheme to
your employees.
(Close your Presentation
Book and pick up your bag and proceed to walk to the door)
Always remember, that while walking to the workshop with your
Prospect, keep talking to him as you walk together, never let your
Prospect walk by himself alone. Make him feel that you are a friendly
Person, ask him question like :Mr.___________, how many manager level employees do you have?
Do they stay in company flats or on rent?
Or ask him what kind of problems do they face as tenants?
Or how long do they commute to and fro the company? Do they commute by company
Bus or by their own vehicle? This are some of the topics you can discuss as you
walk along with him to the presentation.

Establishing Prospects Confidence

Be completely prepared.
Involve prospects early in presentation.
Have something in writing.
Tell a story of how you helped another customer.
Use a referral source if possible.
Drop names of larger customers or the buyers
competitors. (be careful w/ this though)
Have a printed list of satisfied customers.
Have a notebook of testimonials.
Dont bombard the prospect.
Emphasize service after the sale.
Emphasize long-term relationships.
Sell to help, not for commissions.
Ask the right questions.

Step 4 - Presentation
Presentation is a very important part of a sales call , you can tell your Prospect
All the wonderful things about the product you have introduced to him, yet it is
no good. Your prospect must see it to believe what you have just said and if he
say good, then it is good enough for him to buy.
The PPT should be error free and you can show pictures of flats your Bank is financing in
the neighbourhood. The EMI per lakh of the borrowing can be shown as well significant
points like how affordable the total outgo will be for an average loan amount.
Emphasise that managers should be vary of the Interest Rate by itself since your bank
calculates the Interest rates on reducing balance on a per day basis and not on a per
month or a per quarter basis like in some banks like HDFC. Make a comparison table to
show the difference on a similar loan amount with different methods of reducing balance
of the Principal amount.

Well gentlemen, What I have here are the application form for the loans.
If you want them, and I suggest you keep them with you along with my card, you
are welcome.
For the next 30 days our file charges will be NIL if you apply for a loan.
I will be happy to come down and help you fill up the application form.
The documents required are given on the last page.
The Flats are generally under hypothecation till the loan amount is paid up but
please note that your status as an employee of this esteemed company makes
you free of this caveat. This is because your HR has agreed to co-guarantee
the
Loan from the companys side.
This offer will not last long only 30 days !
( The implication is that the company will only co-guarantee the loan amount to
its managers if you apply within 30 days )

ALWAYS REMEMBER, GIVE THE MAIN MAN COMPLIMENTS ON

HIS COOPERATION, LONG FORESIGHT AND GOOD WISHES
THE COMPANY HAS FOR ITS EMPLOYEES LONG TERM
PROSPERITY.

STEP 5 CLOSING
After the successful presentation, always say this :
Isnt it a fantastic product, Gentlemen?
I invite you to take part in this offer and you will not
only be a reaper of an attractive offer but the owner of
your own home !

Objection Handling
In your process of closing, you may face many objections. There are a
numbers of common objections that our Top Sales People have used successfully.
Refer to the answers to this common excuses and objections to buy and use it to
overcome the objections from your prospects. Be PERSISTENT and always
TACTFUL in handling this objections. This could be the most difficult hurdle in
These 5 steps but always remember , OBJECTIONS ARE GOOD AND IT IS
A MEANS OF LEARNING. Until you can overcome common excuses and
objections, your closing power is strong and you can assure yourself of a place in
the category of SUCCESSFUL TOP SALESMEN.
ALWAYS REMEMBER, THERE IS ALWAYS A SOLUTION TO EVERY
OBJECTION, IT IS ONLY IF YOU CAN FIND IT.

Top 10 Stalls / White Lies / Untrue Objections

1.
2.
3.
4.
5.

I want to think about it.

Weve spent our budget.
I have to talk it over with [fill in blank].
I need to sleep on it.
I never purchase on impulse / I need to let it sink
in.
6. Im not ready to buy yet.
7. Get back to me in [enter #] days, months, etc.
Well be ready then.
8. Quality is not important to me.
9. Business is slow right now.
10. Our CA handles that.

Real Objections

Doesnt have the authority. Wrong person.

Cant get credit.
Cant decide on his / her own.
Thinks or knows he can get a better deal elsewhere.
Has something else in mind but wont tell you.
Has a friend, connection, partnership with some other bank.
Doesnt want to change Banks.
Wants to shop around.
Too busy with other more important things.
Doesnt need (or thinks he doesnt need) your product now.
Thinks (or knows) your rates are too high.
Doesnt like or have confidence in your product.
Doesnt like, trust or have confidence in you or your bank.

Qualifying Objections is just as

important as Overcoming them
1. Listen carefully to objection and determine if its
a stall.
2. Qualify it as the only true objection question it.
3. Confirm it again If not for __, youd buy?
4. Qualify objection to set up close: So if I can
[satisfy objection somehow], would that make
me a candidate?
5. Answer objection so it completely resolves issue.
6. Ask a closing question, or assume it.
7. Confirm answer and sale.

Overcoming I want to think about it.

Thinking it over is a stall, not a true
objection.
Is there anyone else you need to think it over
with?
Why dont we think it over together so I can
answer your questions? What was the main
thing you wanted to think about?
- This should begin to get the real objection.

Overcoming We are already committed to

another Bank.
Only a real objection about half the time.
Sometimes you can accept another bank for a different
role. budget category or
meet a higher boss to accept you for another non
competing role like cash management.
Key is to qualify objection by:
Offering deferred interest payment options
Ask if modifying product will solves prospects Bank
problem

When is the next bank decision meeting? What type

of proposal should I submit? Date due? Should I
submit a sample proposal? Letter of endorsement?
Key is to qualify that the prospect wants/ does not want
your product.

Overcoming I need to check other banks.

Probably not the true objection
Your objective is to position prospect in a way to
buy today OR state the true objection

Can you tell me what youll be comparing?

Have competition details prepared beforehand
(anticipated objections w/ solutions)
Or do comparison on your time
Tell prospect youll file a written comparison, and
whoever wins, wins.
Do you want to go ahead and sign up now and get the
offer or wait until the comparison is over?

Overcoming The rates are too high.

You must determine what prospect really means:

I cant afford it.

I can get it cheaper elsewhere.
I dont want to get loan from you or your Bank.
Im not convinced.

Prove affordability: Overall price is less than what youll

lose on current course
Challenge: What rate can you afford?
Get a feel for the difference: By how much is it too high?
Talk about value and tomorrow: pennies per day over
lifetime value.
* If price is true objection, you must creatively find way to
talk about value, not only overall price. Value is what he is
getting and what is he paying? Talk about convenience and
the value of time/ no hassles/ better service.

Overcoming Im satisfied with present bank.

Realize theyre saying the present source is the
best theyve been able to find.
1. Find out how relationship began.
2. Ask 2 open-ended questions:

What do you like most about current bank?

What would you change with them if you could?

3. Stress your own long-term relationships and

willingness to slowly prove your performance.
4. Go for a sample or trial order. A Journey of a
thousand miles begins with a single step.

Overcoming I need HQ approval.

This is a lie about half of the time its used.
Ask pointed questions about approval process
How long? Does 1 person decide, or committee?

Challenge the prospect: Can I contact decision

maker in HQ? That way I can answer any questions.
If you dont believe, go back to questioning to reveal
true objection.
If you didnt need approval, would you prefer my
Bank?
Prevent this objection by qualifying the objection.

Overcoming I have to talk this over

with.

Realize you didnt QUALIFY the BUYER!

(That means you are talking to the non decision maker.)

Four action steps for this objection:

1. Get prospects personal approval.

Is the Rate OK? Service OK? Product OK? Im OK?

You want the product/service?

2. Get on the prospects team.

What do WE have to do? When can WE meet them?

Tell me about the other(s). I will convince them.

3. Arrange a meeting with all decision-makers.

4. Make entire presentation again.

Overcoming Call me back in 6 months.

This is ALWAYS a stall because:
You havent established rapport, buyer confidence, need,
value, trust, desire, or urgency to buy today.

The real reason may be the prospect:

Isnt the true decider

Doesnt need your money
Doesnt like you, your bank or your product
Thinks your rate is too high
Has a friend in the bank business to deal with
Ask the prospect:
What will be different in 6 months?
Why do you want me to come back in 6 months?
Whats preventing you from taking action today?
ARE YOU REALLY SAYING NO?

Call me back in 6 months, contd.

Do you see yourself buying in 6 months?

How will the decision be made?
Show value earned back over 6 months.
Show delay will cost more than paying now.
Ask if hes looked at the cost of delay.

* The stall is due to your not having

uncovered the true desire, need, or
objection.

Closing
The close is a delicate balance between
your words and actions and the prospects
thoughts and perceptions. It should be
like two friends parting.

Thank you
Happy Selling !!