Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
14/04/2012
Session Contours
Suspecting Prospecting Pre call planning Opening of call in the first meeting Probing & Need analysis Recommending a solution Closing of call
Gathering names
PROSPECTING
ADVICE
CLOSE
Concluding a sale
Suspecting
Suspecting is the beginning of the sales funnel. Wider the rim of the sales funnel, all other things remaining the same, more will be the names converting as clients.
Suspecting
Sources:
Existing Customers Referrals Database Tele calling COI Center of Influence Cold Calling / Canvassing Presentation to groups
Prospecting
Prospecting is the continued awareness of potential clients. It is the continuous activity of observing , identifying and qualifying people.
Function of prospecting : Identify and attract suspects and convert them to prospects Selling : Process of converting suspects to prospects and prospects to customers
Prospecting
Money Affordability: Can the prospect afford the required Product? Liquidity: Does the prospect have money in a liquid form to purchase/Invest? Authority Is the prospect the decision maker in the purchasing decision? Need What are the prospect needs at their life stage? Can we fulfill the needs by offering our product?
Set your objective of call Objective should be a) specific, b) realistic, and c) related to what you are required to achieve Your true objective of a call must be to make an appointment with the decision maker
State purpose of the call Get an appointment & confirm the time & place of meeting Acknowledge & Close
Counter :
Answer the objection with Logic (do not use but instead use words like however, and, it is also true, let us look at etc.) Assure the customer that he is under no obligation and confirm the appointment
Close :
Letsdoaquickrecap
Before a Call During a Call
Organize your work area To take Details : Keep Pen and Paper handy Be mentally prepared for the call
First Smile and then Dial Call opening should be : Bright, friendly, enthusiastic Personalize the call: Use the Customers name Use Courtesy words Capture the Details:
Name Time for Appointment Address, Telephone No.
Making the first impression There is no second chance to make the first impression.
You are the product and you are selling yourself.
Being well groomed and dressing appropriately is important in making your appearance work for you Be on time not only at the sales call, but make it a habit also.
Body Language
Sitting back with both hands behind the head denotes I know it all Sitting forward, head nodding occasionally I am interested
A firm handshake
May not be preferable with a lady She may greet and give the visiting card
Eye Contact
To build trust, to encourage others and to be credible
Useful when communicating on a one-to-one basis Looking at eyes and around the face when speaking to them Softens the eye contact and puts people at ease
Facial Expression
A smiling Face Warms people to the message you are giving Gives energy to your voice and makes you feel good Smile when appropriate to the situation
An indifferent face Shows no enthusiasm or interest Happens because you are too busy thinking of what to say next
Dress Appropriately
Dos (Men)
Wear light colored shirt with a dark pant and a dark tie Shave and wear perfume just enough to smell good Carry a small comb and deodorant in your bag Make sure your shoes are polished and repaired After a smoke make sure you use mouth freshener before meeting the customer
Dos(Women)
Wear smart appropriate clothes. Ex: Salwar Kameez, Saree or Smart business wear. Have your nails polished and ensure they are well manicured Wear light soothing make up Hair neatly combed Carry a small comb and deodorant in your bag
Opening a Call
Uncover needs
Offer solution Close
Once the needs are established, you move on the next stage of recommend a Solution. Probing is linked to
recommendation stage through the process of support.
After Recommendation
close a call
Closing of call
Close is the point at which your prospect becomes your client and agrees to your services. The acceptance of the close comes from the customer in the form of Buying signals. When Buying Signals are not apparent, check for customer acceptance.
Timing of closure
Close can be attempted while a customer gives a buying signal ( overt to subtle signals, body language)
I'm convinced Sounds good Where do I sign Can It be ready by Tuesday
Customer Acceptance
So you see, your taxes are taken care of. You
How to close:
Summarize the benefits the customer accepted during the call.
Let's review the things we have agreed to so far Let's go over everything we have talked about We've agreed on a lot of points this morning
Remember that all people ever buy are good feelings, It doesn't matter what your product or service happen to be. ( by : P.T. Barnum)
It is the attitude, not the aptitude which will determine your altitude...in Sales So stay focussed on effective selling
Thank you
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Session Contours
Genesis of Sales Understanding sales Planning and goal setting Customer Relationship Management
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Genesis of Sales
Sales refers to a series of activities involving : - selling products or services in return for money
It is also a systematic process of repetitive and measurable milestones Sales is also about the salesperson relating his offering of a product or service in return enabling the buyer to achieve his goal in an economic way.
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Understanding Sales
Understanding why people buy? Evaluating the needs and wants of the prospective customer Understanding the domain of consultative selling Understanding what type of benefits the customer will derive from the product A successful sale is when your product matches the customer's needs,values and feelings. A successful sale is all about cracking the 'core customer mentality'
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To generate and get maximum leads for various products to achieve the business targets.
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Customer relationship management (CRM) is a multifaceted process, mediated by a set of information technologies,that focuses on creating two-way exchanges with customers so that firms have an intimate knowledge of their needs, wants, and buying patterns.
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Thank You
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Primary goal should be to improve growth and increase returns for customer
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Trust
Research states that 85% of sales are made because of trust Trustworthiness is a source of competitive advantage It's the most powerful value added contribution to a business relation Trust is the firm belief in the honesty of another and absence of any suspicion regarding his motives. Build on an individuals confidence and eliminate the fear as operating principal
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Building Trust
Engaging
Show genuine concern and interest in the customers problems. Maintain good eye contact and body posture. Listen, understand and empathise if you think client focus first. Separate the process of taking information by not judging it Confirm that you have formed an accurate picture of the customers needs and requirements. Confirm on any doubts by asking open ended questions It is the final step to developing trust. Communicate your plan of action to satisfy his needs and requirements .
Listening
Framing
Committing
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Commitment
Actions speak louder than words
Complete tasks on time. Keep customer informed of any deviation in the process.
Commitment is defined as an exchange in partners believing that an ongoing relationship with another is so important as to warrant maximum efforts at maintaining it.
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Communication
Timely communication fosters trust
Understand that communication is a two way street, A good communicator listens ..listens ..and then speaks Communication is important to increase trust and boost customer relationship In the business world it can be defined as the formal and informal sharing of meaningful and timely information between a customer and wealth manager
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Timely Reporting
Accurate, reliable and timely information is very vital Information provided on time is a source of power and influence Timely communication fosters trust
Such is the power of timely information that authoritarian governments seek to control access of information.
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Confidentiality
It is a term that indicates preserving the privacy of a person Remember, often times it is not WHAT we say, But rather HOW we say it, and more importantly.. WHO we say it to
Think before you speak, Be aware of whether others can over hear your conversation, If you think that certain information might be confidential, treat it as such.
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In this stage the customer makes minimal investments and and the dependence of the customer on the Financial Advisor is insignificant
Experience is accumulated between the customer and advisor although a great degree of uncertainty and distance exists. In this stage the Advisor has to start hunting and looking for inrodes and entry points At this stage the Advisor has to start analysing the vaccum and filling up the same
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In this stage there is intensive mutual learning wherein the customer tries to place the advisor and the advisor tries to build trust and adapting to the needs of the customer
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This stage is characterised by the customers importance to the financial advisor. The references are acted upon , however all ideas are discussed , analysed and compared with before being acted upon. At this stage the customers major business is handed by the advisor
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Focus on exclusivity
Use whiteglove approach Pay attention to details Be a good listener
Our services will provide access to the best financial advisor and research team as well as all leading investment products and services
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Our services will add to the strength of the portfolio and how your services can add value
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Types of conversation
This conversation requires you to be a listener and partake the information of the client and understand his needs and analyse the options before giving him feedback
Directional
ReDirectional
Sometimes the conversation requires you to provide information about yourself prior to them giving you the data you need to advance the relationship
Many a times a conversation is becoming directional or re- directional .. there are no stoppers. Here it is necessary to introduce a common topic of interest so as to avoid being monotonous
Reverse Directional
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Building a brand
We live in a world of brands The watchword in business today is branding , creating a differentiable identity or position for a company or product. Building a brand basically involves
Brand awareness : is based on whether a brand name comes to mind when customers think about a particular product category and the ease with which the name is evoked Brand Image : can be thought in terms of the types of associations that come to the customer's mind when contemplating a particular brand
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Gems to remember
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Consultative Approaches
Learns about client through questions
Depends on proactive listening Sees problem through clients eyes Maintains integrity Seeks best solution for customer (vs. sales commissions)
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vs
Traditional Sales
Transaction based Short term sale focus
Product center Depends on smoothness
Relationship based Long term focus Solution centere Depends on integrity, trust Focuses on adding value
Defers product discussions
Focuses on closing
Begins with product discussions
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Works as a Partner
Sits on same side of table as client
Helps client evaluate options Sees long term relationship as the focus Offers recommendations that generate sales
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Process
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The first is to establish a clear understanding of the customers priorities and overall goals. This usually takes place at multiple levels within the customers organization and may require several meetings.
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The third step is where you match the customers priorities with the areas to improve and your offering or capabilities. This is called creating the value.
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Closing a sale
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Gathering Phase
Purpose
To establish Trust
Trust ?
Total confidence in ability Gather information and needs of the customer. Information will be given only if he trusts you
Gathering Phase
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Confirmation Phase
Purpose
To communicate Understanding
Understanding ?
Comprehension ; Agreement
Confirmation Phase
To establish or support the certainty of information received and the frame formed
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Authority Phase
Purpose
To establish credibility
Credibility ?
Comprehension ; Agreement
Authority Phase
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Recommendation Phase
Purpose
Solutions ?
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Acceptance Phase
Purpose
To gain acceptance Belief in something ; agreement . A formal indication by an individual of willingness to pay
Acceptance
Acceptance Phase
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