Sales skills handouts
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This document provides an overview of sales skills and techniques. It discusses key concepts like understanding customer needs and wants, identifying features and benefits, closing the sale, dealing with objections, and different types of customer motivations. The overall message is that to be successful in sales, one must understand customer psychology and motivations, build rapport, provide value by addressing needs and wants, and overcome objections by listening and responding effectively.
Sales skills handouts
- 1. SALES SKILLS WORKSHOP Part 1 - Basic skills
- 4. Caring for others Family Affection Hedonism Sharing
- 5. !"#$%&'()$"
- 6. WHAT IS SALES ?
- 7. SALES IS HOW YOU (THE SELLER) WILL ANSWER TO A MATERIAL MOTIVATION (NEEDS AND WANTS) OF ANOTHER PERSON OR ORGANIZATION.
- 8. ACT 1 : basic process
- 9. Opening •Welcome •Build rapport •Wants and needs
- 10. Needs Something the customer really needs to solve an issue or a problem Wants & needs Wants Something the customer would like but may not necessarily need
- 11. Closing • Sale is done • Congratulate • Reassure • Invite back
- 12. Opening Fe Be atu ne res fit s Closing
- 13. FEATURES / BENEFITS • Feature •A unique feature (perceived such as) of a product or service • examples : car, weight watcher, ... • Benefit •A unique benefit the customer will receive • example : kids will have eat for tonight, savings, ...
- 14. ACT 2 : Sales process milestones
- 15. Closing ne res Be atu s fit Opening Fe Objections Trail closes
- 17. WHAT TO LISTEN TO?
- 18. TRAIL CLOSE •Testingthe water : correct identification of wants and needs •Paving the way to making the sales
- 19. REMEMBER ? EMOTIONS !
- 20. ACT 3 : Motivations
- 21. SALES Sales is a success when the product / service matches exactly the needs or wants of the customer
- 22. ABOUT MOTIVATIONS • Hedonist motivations : buy impulse coming from the needs of obtaining pleasure from life • Oblation motivations : buy impulse coming from the desire to get some pleasure/good for itself and give something to others, especially relatives. • Self-expression motivations : buy impulse coming from the need of expressing what we are to others.
- 23. ABOUT BUYING MOTIVES Inside motivations which is the origin of the buying, comes the buying motives. Those are the reasons, the feelings, that will help the customer to fulfill the buying process.
- 24. IDENTIFICATION OF SALES MOTIVES • Security : the need of being reassured by the brand, the seller or the product. • Pride : be fashionable, be or give the impression to be of a certain standing • Novelty : need of change • Convenience : need of well being • Money : Buying an economy. want to make a good deal • Sympathy : Affection side, need of making gifts
- 28. FROM EQ TO IQ
- 29. Global International Insurance Company relies on its network of nearly 12,500 independent agents around the world to promote and sell its varied insurance products, including auto, homeowners, renters and watercraft. With revenues of more than $250 million in 2008, Global International employs 175 at its Detroit, Michigan headquarters. Because agents selling Global’s products also represent other insurance offerings, the company needed to increase channel support for its product lines by providing agents with an efficient and easy way to promote and sell them. To satisfy its independent agents, Global International cut lengthy transaction processing delays that often occurred when agents completed dozens of manual forms and mailed them to headquarters, where the data was rekeyed. Processing delays were sometimes weeks-long when return mail trips from headquarters and back again were required so agents could complete unfinished or correct inaccurate forms. The XYZ product not only enhanced Global International’s agent services, but also, reduced the company’s application processing time by 68 percent, minimized the possibility of data entry errors, improved accuracy of the company’s database and reduced annual administrative costs by $750,000.
- 30. Project The challenges The solution The results champion - Reduced administration costs by 750,000 $ - Eliminated manual - Lagging sales entry - Application errors - Shortened application Mr Smith Enterprise Sales processing time by 68% - Repetitive manual specialist entry The Winner’s solution Minimized errors on applications Global international - Inaccurate database insurance company - Improved database accuracy - Excessive admin costs - enhanced agent services - Increased sales
- 31. ACT 4 : Resistance
- 32. TYPE OF RESISTANCE • Towards the product • Fears: negative impulse caused by real or imaginary difficulties. • inhibitions : negative impulse caused by devalorized buying impulses on the customer side.
- 33. TYPE OF RESISTANCE • Towards the point of sales / seller • Fears based on the image of POS/seller. • Fears of being perceived badly by another person • Fear of lacking information or being misinformed. • Fear towards other customers in the same environment • Fear of going outside without buying anything.
- 34. EXERCISE A person enters a shop to buy a hi-fi. Motivation : Hedonist Justification : Be able to listen to music and get pleasure
- 35. EXERCISE A doctor wants to buy a mobile phone. Motivation : Auto expression Justification : Be reachable everywhere
- 36. EXERCISE A family dad with 2 children buys a PC. Motivation : Pride Justification : Be able to let the children discover how a computer works.
- 37. EXERCISE A student wants to buy the latest Abercombrie Sweatshirt Motivation : Auto expression Justification : Need to give a certain image of him(her)self.
- 38. OBJECTIONS • Don’t take it personally • Customer is simply saying : “you have not convinced me of the value yet”
- 40. TYPE OF CUSTOMERS • RUSHED customer : Act swiftly, in a hurry. seeking less contacts with direct communication. • IMPULSEcustomer : Will drive is buying patterns based on an emotion spotted on a particular moment • DESTINATION customer : the customer is entering the sales process with a particular goal and will seek for most of information he can get. • BROWSING customer : the customer have an idea of hat he is looking for but will not seek for particular information.
- 41. ACT 5 : Environment
- 42. REMEMBER • INFORMATION IS POWER • EMOTIONS • BUILDRAPPORT / RELATIONSHIP • MOTIVATIONS / MOTIVES • LISTEN / UNDERSTAND / ANSWER