page 1 towards building the customer experience our sales strategy

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Page 1 TOWARDS BUILDING THE CUSTOMER EXPERIENCE OUR SALES STRATEGY

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Page 1: Page 1 TOWARDS BUILDING THE CUSTOMER EXPERIENCE OUR SALES STRATEGY

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TOWARDS BUILDING THE CUSTOMER EXPERIENCE

OUR SALES STRATEGY

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Great Thoughts for Great Selling

"Business goes where it is invited and stays where it Is well - treated."

"Selling Is not just informing - It's motivating.“

"The distance between the salesperson and the prospect is the most important 3 feet in the business."

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““If you continue to If you continue to do what you have do what you have always done, then always done, then

you will continue to you will continue to get what you have get what you have

always got!”always got!”

AnonymousAnonymous

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Great Thoughts for Great Selling

• "Marketing brings the ball 99 yds up the field, but the last 3 feet are almost always covered by the salesperson.“

• "K.I.S.S.” = Keep It Simple Salesperson“

• "People do not buy our services, products or ideas. they buy how they imagine using them will make them feel."

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SALES PROFESSIONALS DEFINED

SELLING

Selling is the process of creating desire in the prospect to own your product and service as the means to satisfy identified needs

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Great Thoughts for Great Selling

"People hate to be sold anything, but they love to buy.“

"There is only one way to get anybody to do anything, and that is by making them want to do It.“

"K.I.S.S. = Keep It Simple Salesperson"

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Planning and Preparation

• Preparation leads to confidence in front of customer

• Be distinctive and creative

• Collect all pre-approach information

• Know the customer and their needs

• Don’t treat Customer like a ‘prospect’ – or a commodity

• Help people get what they want

• In prep’ we select our products and service to satisfy the customer

• So, think in advance like the customer – anticipate

• ‘Selling on purpose’ is being clever

“One important key to success is self-confidence. An important key to self- confidence is preparation.“ Arthur Ashe ( Tennis Player)

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Before the Sale

Know your Objections

Know people – see from their view point

Know about the company

Find prospects that logically need Nawras products and services

Walk in customer shoes – focus on their wants and help them to buy

Choose positive thoughts to create success

Present your Benefits that combine to solve customer problems

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A Favourable Start

S Shocking Statement

H Handshake with Meaning

O Offer Something

C Compliment

K Know People by Name

I Inquire

N Needs Analysis

G Give a Gift or Gesture

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MISSION STATEMENT FOR THE SALES PROFESSIONAL

The sales professional is charged with the

primary mission of actively and assertively

generating profitable sales of the company’s

products and services through skillful

individual and team efforts that help

prospects get what they need and want.

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Buying Motives of our Customer

Be ‘aware’ when selling and link to right

Benefits. It is key to Identify REAL

buying motives. Client may want to buy

NOT for reasons we think he should –

but because of his own!

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The Sales Process simplified – do you agree?

Preparation

Questioning/Listening

Proposal

Supporting

Counter any Objections

Closing The Sale

After Care

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Product Knowledge when using F&B’s

• Do you know your product line?

• Do you translate good features into benefits?

• Do you know Competitors products?

• Do you know your Best features?

• Do you know your new trends & developments of products?

• Do you ask Q’s of colleagues & Management?

• Do you ask Q’s: Who, What, Where, When, How & Which.

• Do you know % share of markets?

• How is your “Mkt. Intelligence Network”?

• Are you alert to development of new markets?

Learn something new each day

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Unique Sales Point (U.S.P.)

Called as well “ The Difference”

Many organizations offer the same P&S more or less – so we need Unique Selling points to stand out

A “ selling point ” only we have and competition does not

A USP has Benefits strong enough to excite interest

Ask yourself how is my product or service Unique?

We need differences that are perceived and real

A USP can usefully attract more revenue

When you have such a point – make the MOST of it!!

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Unique Sales Point (U.S.P.) Exercise

Unique Sales Point (U.S.P.) is a sales point our competition either does

not have, or cannot use. Its benefits are strong enough to excite interest

with the buyer.

Exercise: In your groups make a list of as many USP’s you can of Omasco

products and services.

You have 10 min – GO FOR IT!

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OBJECTIONS AND COUNTERS – SESSION 3

OBJECTIONS AND COUNTERS

Objection: In the widest sense, any statement, question, state of mind, action, complaint, by a prospect which SLOWS UP the progress of the sale.

Counter: The right action to take, words to use, to get the process MOVING fast again.

An objection is not a disaster: it merely slows up the progress.

Our job is to get things moving faster again - moving towards a sale.

So let us look at objections in this light.

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OBJECTIONS AND COUNTERS

Handling objections or Counters probably requires more skills than anything else a salesman does. You must be prepared to handle it.

If you let it go by unchallenged – you lose by default

Client has right to object / resistance is normal in selling

Some objections to ignore if hopeless situations

Concerning price objections….

They may be honestly feel price is too high

Perhaps they have lower quotes

Trying to discourage you

Making sure you offered Best price

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OBJECTIONS AND COUNTERS

WHY?

1. I have an objection to the product, This may be because he is

price, quality, etc. satisfied with a competitor.

2. I have an objection to making Because he is not convinced.

a decision. Because he is not the REAL

buyer.

3. I have an objection to Because he has no interest

listening to you now. or time.

WHAT IS AN OBJECTION?An objection means: "I am not ready to buy this product ......".

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OBJECTIONS AND COUNTERS

KIND OF OBJECTIONS

Sincere : “I really believe that some aspect of this product is not for me".

"I would like to know more - I am not fully convinced".

"I do not like this company - or its salesman. I prefer my existing supplier".

Insincere: This is a reaction against being sold. The buyer just does not want to buy at this time.

Hidden : These are dangerous, because they are not expressed. They can only be seen by acute observation they have to be brought out into the open, by questions.

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VERBAL BUYING SIGNALS

Buying signals are remarks of the customer which show that he/she is

inclined to buy our services. Most of the buying signals you receive are

indirect.

They fall into eight general categories:

1. A specific price request

Customer: "How much do I have to pay extra, if I buy three?"

2. Questions about specific features

Customer: "Does Nawras offer in two levels?".

3. Indication of a specific need

Customer: “ We need it in three days – is that possible?"

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VERBAL BUYING SIGNALS

4. Frequently agreeing with the sales - agent

Customer: "Oh yes, sure. It is quite a lot of money, but you really get something in return

5. Increasingly friendly attitude

Customer: "You really went through a lot of trouble to get everything organised. But I must say your company is always

helpful".

6. Asking for reassurance

Customer: "Maybe it is better to make the purchase now, don't you think?".

7. Mentally assuming making the trip

Customer: "If we make our booking now, could we get our systems later, say Saturday?".

8. Final Procedural question - Customer: "What kind of equipment do I need?”

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Verbal and Non Verbal - BUYING SIGNALS

Prospect picks up contract

Says he might be interested in trying Nawras

You notice that he is wanting you to reassure him that he is making the right decision to buy

Can't decide which of "two yes's" to select

He assumes possession mentally of product or service

Order form, brochure or instruction sheet being examined closely

Looks for concession

Opens or rubs his hands

Gestures that involuntary suggest he Is "almost ready"

Increasingly friendly attitude toward me or my product

Chin rubbed thoughtfully

Asks questions Indicating specific area of interest -

Looks at my National literature more closely

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CLOSING THE SALE - THE MOMENT OF TRUTH SESSION 4

TIPS on Closing a sale - A difficult challenge in cycle

If you see a buying signal – React!

A closing attempt will do two things

1. Get a purchase agreement or commitment – that’s GREAT!

2. Expose another objection- also great because you can act on it!

If the ‘whole sales process’ took place well, then closing will not take long

Keep trying: Successful salespersons make one more try

Remember- “Peak buying period “ All pieces have to come together at same time

“Strike when iron is is hot”

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CLOSING THE SALE- Last thoughts

Formula:

A. Watch for buying signals

B. Ask for order

C. Keep your mouth shut

Go for early close:

A. Helps save time

B. Discover objection early and can deal with it

C. May just get the sale

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AFTER CARE

What is it?

Handling problems

Introducing the team

Offering new and fresh ideas to help their business

New Omasco developments

Our after care can be a key differentiator between us and competitor

Need to spread Omasco message around

Need to maintain Corporate image during After Care

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AFTER CARE

Results of After Care?

Can promote repeat business

We control the account better

Key account properly serviced can equal thousand of Rials in business

Creates loyalty

Makes them pleased with their Buying Decisions

Can result in referrals

Proper After Care is imperative and Smart

Remember…..

“ Your Customer is your competitors next prospect….they are just waiting for you to blunder”

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Presentation Tips - Communication

o Preparation

o Confidence and control

o Good opening impression

o Support with visual aids

o Use notes

o Rehearse

o Timing

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Influencing Others - Communication

DO:

Try to understand the other person

Listen, and show you are listening

Control your emotions

Ask open questions

Create rapport

Involve others in the solution making

Try different styles of negotiating

Stay open to being influenced yourself

Believe that you have the right to be heard

Create common ground

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Influencing Others

DON’T:

Start with a fixed idea

Lose your cool

Interrupt the other person

Talk more than listen

Rely on facts only

Be determined not to be influenced

Make assumptions

Give advice

Leave other people to guess what you want

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Communication / Listening

Seven Steps to Improved Listening Skills

L Look and listen

I Implied Interest

S Summarize key points often

T Territorial Sensitivity

E Empathetic position

N Names / Notes / and Non verbal signals

S Smile

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REASONS WHY CUSTOMERS QUIT

1%...DIE

3%...MOVE AWAY

5%...INFLUENCED BY FRIENDS

9%...COMPETITIVE REASONS (EG.,PRICE)

14%...DISSATISFIED WITH PRODUCT

68%...QUIT BECAUSE OF AN

ATTITUDE OF INDIFFERENCE

ON THE PART OF AN EMPLOYEE

(EG: POOR SERVICE)

• The Strategic Planning Institute, Cambridge, Mass.

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SKILLS NEEDED FOR CUSTOMER SERVICESKILLS NEEDED FOR CUSTOMER SERVICE

Social skills

Communication

Telephone skills

Face-to-face / interpersonal

- questioning

- listening

- non-verbal

Identifying needs

Establishing priorities

Making / accepting / refusing requests

Problem solving

Decision making

Coping with anger

Defusing aggression

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Great Thoughts for Great Selling

Familiarise yourself with every detail of what you sell and what your competitors sell as well.

Be positive, pleasant, patient and easygoing – no matter how busy you are really are.

Learn to use the telephone professionally and skillfully as an essential business tool.