Скачать презентацию Selling Skills i Speak Foundation Series Month day Скачать презентацию Selling Skills i Speak Foundation Series Month day

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Selling Skills i. Speak Foundation Series Month day, 2012 Instructor Name www. i. Speak. Selling Skills i. Speak Foundation Series Month day, 2012 Instructor Name www. i. Speak. com Proprietary and Confidential

Agenda • Introductions – What do you want to learn? • Itinerary • Ground Agenda • Introductions – What do you want to learn? • Itinerary • Ground Rules – Phones on Silent – Ask Questions – Participate & Respect others – Respect our schedule www. i. Speak. com Proprietary and Confidential

Satori www. i. Speak. com Proprietary and Confidential Satori www. i. Speak. com Proprietary and Confidential

Selling Skills Unit One: Buying and Selling www. i. Speak. com Proprietary and Confidential Selling Skills Unit One: Buying and Selling www. i. Speak. com Proprietary and Confidential

Why do people buy? People buy for one of two reasons: • They have Why do people buy? People buy for one of two reasons: • They have a NEED (to reduce pain) • They have a WANT (to increase happiness) www. i. Speak. com Proprietary and Confidential

What Do Customers Want? • • Professional Someone who listens Understanding No hard selling What Do Customers Want? • • Professional Someone who listens Understanding No hard selling www. i. Speak. com Proprietary and Confidential

Selling Value Perceived Risk HIGH LOW www. i. Speak. com Proprietary and Confidential Selling Value Perceived Risk HIGH LOW www. i. Speak. com Proprietary and Confidential

Features, Advantages & Benefits • Feature is a physical characteristic of a product. • Features, Advantages & Benefits • Feature is a physical characteristic of a product. • Advantage is the performance characteristic the feature provides. • Benefit is the favorable result the buyer will receive because of an advantage. www. i. Speak. com Proprietary and Confidential

i. Speak Sales Process Model www. i. Speak. com Proprietary and Confidential i. Speak Sales Process Model www. i. Speak. com Proprietary and Confidential

Satori www. i. Speak. com Proprietary and Confidential Satori www. i. Speak. com Proprietary and Confidential

Selling Skills Unit Two: Prospecting www. i. Speak. com Proprietary and Confidential Selling Skills Unit Two: Prospecting www. i. Speak. com Proprietary and Confidential

i. Speak Sales Model www. i. Speak. com Proprietary and Confidential i. Speak Sales Model www. i. Speak. com Proprietary and Confidential

Where Do I Find Prospects? • • Phone Prospecting Warm calling Networking Referrals Inbound Where Do I Find Prospects? • • Phone Prospecting Warm calling Networking Referrals Inbound leads Purchased leads Cold knocking www. i. Speak. com Proprietary and Confidential

Researching Prospects Online • • • Search Engines Business Intelligence Online Networking Lead Sources Researching Prospects Online • • • Search Engines Business Intelligence Online Networking Lead Sources Competitor Web sites www. i. Speak. com Proprietary and Confidential

www. i. Speak. com Proprietary and Confidential www. i. Speak. com Proprietary and Confidential

www. i. Speak. com Proprietary and Confidential www. i. Speak. com Proprietary and Confidential

www. i. Speak. com Proprietary and Confidential www. i. Speak. com Proprietary and Confidential

www. i. Speak. com Proprietary and Confidential www. i. Speak. com Proprietary and Confidential

i. Speak Prospecting Tools • i. Speak Call Plan Assistant • i. Speak Phone i. Speak Prospecting Tools • i. Speak Call Plan Assistant • i. Speak Phone Script Assistant • i. Speak Communication Planner • Download them all at www. i. Speak. com/i. Speak-University www. i. Speak. com Proprietary and Confidential

Writing and Delivering a Script • • Short Structured Sincere Confident www. i. Speak. Writing and Delivering a Script • • Short Structured Sincere Confident www. i. Speak. com Proprietary and Confidential

Exercise: Write the Prospecting Script www. i. Speak. com Proprietary and Confidential Exercise: Write the Prospecting Script www. i. Speak. com Proprietary and Confidential

Tips for Effective Prospecting • • • Select an effective time Task your time Tips for Effective Prospecting • • • Select an effective time Task your time Prepare effectively Get on a roll Don’t give up www. i. Speak. com Proprietary and Confidential

Exercise: Prospecting ISE www. i. Speak. com Proprietary and Confidential Exercise: Prospecting ISE www. i. Speak. com Proprietary and Confidential

Satori www. i. Speak. com Proprietary and Confidential Satori www. i. Speak. com Proprietary and Confidential

Selling Skills Unit Three: Understanding www. i. Speak. com Proprietary and Confidential Selling Skills Unit Three: Understanding www. i. Speak. com Proprietary and Confidential

i. Speak Sales Model www. i. Speak. com Proprietary and Confidential i. Speak Sales Model www. i. Speak. com Proprietary and Confidential

Needs & Decision Criteria A grocery store may have… • Need: – Promotion that Needs & Decision Criteria A grocery store may have… • Need: – Promotion that also drives their meat dept. • Decision Criteria: – Cannot involve a substantial advertising cost – Align with stores needs for more foot traffic – Setup and installation of end cap by deadline www. i. Speak. com Proprietary and Confidential

Where do you buy gas? www. i. Speak. com Proprietary and Confidential Where do you buy gas? www. i. Speak. com Proprietary and Confidential

Exercise: Potential Decision Criteria www. i. Speak. com Proprietary and Confidential Exercise: Potential Decision Criteria www. i. Speak. com Proprietary and Confidential

Types of Listening • Passive – Not listening at all • Selective – In Types of Listening • Passive – Not listening at all • Selective – In and out of the conversation • Active – Actively participating 125 • Average speaker: _____ 500 • Average listener: _____ www. i. Speak. com Proprietary and Confidential

Exercise: Effective Listening Facilitator 9– 2 1– 7– 5 8– 2– 4– 1 5– Exercise: Effective Listening Facilitator 9– 2 1– 7– 5 8– 2– 4– 1 5– 6– 9– 2– 8 7– 9– 1– 3– 6– 2– 5– 8– 9– 1– 7 3– 9– 2– 7– 4– 5– 8– 1 Answers 2– 9 5– 7– 1 1– 4– 2– 8 8– 2– 9– 6– 5 2– 6– 3– 1– 9– 7 7– 1– 9– 8– 5– 2– 6 1– 8– 5– 4– 7– 2– 9– 3 www. i. Speak. com Proprietary and Confidential

Developing Active Listening Skills “Are you truly listening or just waiting for your turn Developing Active Listening Skills “Are you truly listening or just waiting for your turn to talk? ” - Robert Montgomery • Focused attention • Take notes • Paraphrase & summarize • Verbal prompts • Ask questions www. i. Speak. com Proprietary and Confidential

Questioning Process www. i. Speak. com Proprietary and Confidential Questioning Process www. i. Speak. com Proprietary and Confidential

Types of Questions • Open Ended Questions – “How are you going to approach Types of Questions • Open Ended Questions – “How are you going to approach the slow turn you are experiencing with your current inventory? ” – “How is your showroom set up today? ” • Closed Ended Questions – “How many leather chairs do you need? ” – “Do you currently carry a hardwood line of beds? ” • Alternative Choice Questions – “Will you prefer a full container or less than that? ” – “Who is the decision maker on this, you or the GM? ” www. i. Speak. com Proprietary and Confidential

Examples of Probing Questions • Account Manager: “What types of changes do you expect Examples of Probing Questions • Account Manager: “What types of changes do you expect with your inventory this year? ” • Prospect: “That’s an easy one, we will have to improve our current turn rate. ” • Account Manager Probing Questions: – “How are you going to approach that? ” – “Why is that? ” – “Is your budget being affected also? ” – “How will that affect the product mix you carry? ” www. i. Speak. com Proprietary and Confidential

Exercise: Developing Probing Questions www. i. Speak. com Proprietary and Confidential Exercise: Developing Probing Questions www. i. Speak. com Proprietary and Confidential

Exercise: Asking Good Questions www. i. Speak. com Proprietary and Confidential Exercise: Asking Good Questions www. i. Speak. com Proprietary and Confidential

Satori www. i. Speak. com Proprietary and Confidential Satori www. i. Speak. com Proprietary and Confidential

Selling Skills Unit Four: Presenting & Completing www. i. Speak. com Proprietary and Confidential Selling Skills Unit Four: Presenting & Completing www. i. Speak. com Proprietary and Confidential

i. Speak Sales Model www. i. Speak. com Proprietary and Confidential i. Speak Sales Model www. i. Speak. com Proprietary and Confidential

Responding to Tough Questions • Step One: Understand “Why? ” • Step Two: Ask Responding to Tough Questions • Step One: Understand “Why? ” • Step Two: Ask what they need to overcome the hesitation and if this is their only concern www. i. Speak. com Proprietary and Confidential

Tough Question Example Customer: How do I know you can deliver in my timeframe? Tough Question Example Customer: How do I know you can deliver in my timeframe? Acct Mgr: What is it specifically that concerns you about the delivery, is it communication during the process, … regular updates… final delivery date? Customer: I want to be kept in the loop. Based on my experience, I know imported products can be a hassle when coming through customs. www. i. Speak. com Proprietary and Confidential

Tough Question Example (cont’d. ) Acct Mgr: What is it that would like to Tough Question Example (cont’d. ) Acct Mgr: What is it that would like to see during the delivery process to keep you informed? Customer: I want someone to be in contact with me regularly to provide me with updates. Also, I want that person to communicate any issues to me as soon as the issue arises so we can either adjust for it or solve it. Acct Mgr: For all orders I will become a key interface for you. I will stay in touch with you throughout the process. With that commitment are you ready to move forward with an order? www. i. Speak. com Proprietary and Confidential

Exercise: Handling Tough Questions www. i. Speak. com Proprietary and Confidential Exercise: Handling Tough Questions www. i. Speak. com Proprietary and Confidential

Closing • Trial Close “How does that sound? ” “Do you have any questions? Closing • Trial Close “How does that sound? ” “Do you have any questions? ” • Final Close “If we can meet your timeline requirements at the price we’ve discussed, are you ready to begin? ” www. i. Speak. com Proprietary and Confidential

Exercise: Interactive Situational Exercise www. i. Speak. com Proprietary and Confidential Exercise: Interactive Situational Exercise www. i. Speak. com Proprietary and Confidential

Selling Skills Unit Five: Servicing www. i. Speak. com Proprietary and Confidential Selling Skills Unit Five: Servicing www. i. Speak. com Proprietary and Confidential

Cards www. i. Speak. com Proprietary and Confidential Cards www. i. Speak. com Proprietary and Confidential

Cards www. i. Speak. com Proprietary and Confidential Cards www. i. Speak. com Proprietary and Confidential

Expectations • Always set expectations! • Levels of Customer Service – Below Expectations – Expectations • Always set expectations! • Levels of Customer Service – Below Expectations – Met Expectations – Above Expectations – WOW! www. i. Speak. com Proprietary and Confidential

Responsive C. A. R. E. • • Credible Appreciative Reliable Empathetic www. i. Speak. Responsive C. A. R. E. • • Credible Appreciative Reliable Empathetic www. i. Speak. com Proprietary and Confidential

Exercise: Ideas for Responsive C. A. R. E. www. i. Speak. com Proprietary and Exercise: Ideas for Responsive C. A. R. E. www. i. Speak. com Proprietary and Confidential

Referrals • When to ask for a Referral • How to ask for a Referrals • When to ask for a Referral • How to ask for a Referral • Sample Referral “Our business is largely built on referrals. If you feel that our service would be a good fit for someone else in your organization or someone at another company, I would greatly appreciate you passing along my name and contact information. ” www. i. Speak. com Proprietary and Confidential

Selling Skills Implement to Improve www. i. Speak. com Proprietary and Confidential Selling Skills Implement to Improve www. i. Speak. com Proprietary and Confidential

i. Speak Learning Methodology “Knowing is not enough; we must apply. Willing is not i. Speak Learning Methodology “Knowing is not enough; we must apply. Willing is not enough; we must do. ” - Johann Goethe www. i. Speak. com Proprietary and Confidential

Satori www. i. Speak. com Proprietary and Confidential Satori www. i. Speak. com Proprietary and Confidential

Kaizen www. i. Speak. com Proprietary and Confidential Kaizen www. i. Speak. com Proprietary and Confidential

Thank you! Instructor Name email@i. Speak. com 512. #### www. i. Speak. com Proprietary Thank you! Instructor Name [email protected] Speak. com 512. #### www. i. Speak. com Proprietary and Confidential

Continue Your Learning At i. Speak University! Reinforcing Video Shorts www. ispeak. com/ispeak-university Download Continue Your Learning At i. Speak University! Reinforcing Video Shorts www. ispeak. com/ispeak-university Download Tools www. i. Speak. com Proprietary and Confidential