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8/8/2019 Ch 2 - Selling Skills and Strategies
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Selling Skills andSelling Skills andStrategiesStrategies
Case 1- Vishal Julka pgCase 1- Vishal Julka pg3939
Pg 37 key wordsPg 37 key words
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Selling and buying stylesSelling and buying styles
987
6
5432
1 2 3 4 5 6 7 8 9
Concernfor thecustomers
(1,9) People OrientedI am customers friend,
I want to understand him andrespond to his feelings andinterests so that he will like me. Itis the personal bond that leads himto purchase from me.(5,5) Sales technique Oriented
I have tried an effective routine forgetting a customer to buy. Itmotivates through a blendedpersonality and product emphasis
(1,1) Take it or Leave it
I place the product before thecustomer and it sells itself as andwhen it comes.
(9,1) Push the product Oriented
I take challenge of the customerand hard sell him, polling on allthe pressure it takes to make himbuy
(9,9) Problem Solving Oriented
I consult with the customer so as toinform myself of all the needs in hissituation that my products can satisfy.We work towards a sound purchasedecision on his part, which yield himthe benefits he expects from it.
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Communication processCommunication process
Noise
Channel
Feedback IntendedMessage
Sent Message
Encoding
PerceivedMessage
ReceivedMessage
Decoding
Sender Receiver
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CommunicationCommunication processprocesscontd.
Managing body language:Personal Appearance
Posture
GesturesFacial Expressions
Eye Contact
Space Distancing
Pg 59 conversation habit checklist
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Process of listening
Attendance
Interpretation
Evaluations
Remembrance
Response Action
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Levels of listening
Feedback
Paraphrasing(summarizing)
Emphatic (forceful)
listening
Clarifications
Active Listening
Barriers to Listening !
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Conflict managementConflict managementskillsskills
Models of conflictComponents of conflict
The conflict resolution process:- lumping (starting the process)- avoidance- coercion (force)- meditation
- conciliation (reconciliation)- arbitration (mediation)- adjudication (Settlement)- negotiation
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Models of conflictModels of conflict Dollar and Miller Model:3 kinds of
conflicts A) Approach-approach B)Approach-avoidance C) Avoidance-avoidance
Rummel model: It differentiatesbetween conflict structure, conflict
situations and manifest (obvious)conflicts.
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Stage I
Potentialopposition orIncompatibility
Stage II
Cognition &Personalization
Stage III
Intentions
Stage IV
Behaviour
Stage V
Outcomes
Antecedent(predecessor)
Conditions
Communication
PersonalVariables
Structure
PerceivedConflict
Felt Conflict
Conflict handlingIntentions
Competing
Collaboration
Compromising
Avoiding
Accommodating
Overt(obvious)Conflict
Partysbehaviour
Othersreaction
Increasedgroup
performance
Decreasedgroup
performance
Conflict management process
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Negotiation skills Situation and timing for negotiations Formulation for a bargaining strategy The theory and strategy of principle
negotiations
- separate the people from the problem- focus on interests, not on positions- invent options for mutual gains- insist on objective criteria
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Problem solving skills
Habit I: be proactive Habit 2: begin with an end in mind Habit 3: put first things first
Habit 4: think winwin Habit 5: seek first to understand,
then to be understood Habit 6: synergize Habit 7: renewal
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Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Problem solving processProblem solving process
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ProblemDefinitionTechniques
Find out origin of theproblem
Explore theproblem
Presentdesired state
analysis
Evaluate
problemstatement
Statementand
Restatement
Dunkersdiagram
Problem definition techniques
1
2
35
4
6
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Dunkers diagramDunkers diagramAchieve the desired state
Possible path to the desired state
Path 1 Path 2 Path 3
Solutions to implement & paths to desired solutions
Solution 1Solution 2 Solution 3
General Solution
Functional Solution
Specific Solution
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F u z z y M e s s
Perceived problems
Re Statement
Re Statement
Final problem Statement
RelaxConstraints
Make anOppositeStatement
Generalize
Statement restatement techniqueStatement restatement technique
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Components of a decision on the
future course of action
Components of a decision on thefuture course of action
Situation analysis
Problem analysisPastWhat is the fault
Decision analysis
Potential problemAnalysisFuture
How to prevent futurefaults?
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Decision on the best solution
Approval
Planning
Carry through
Follow up
Evaluation
IMPLEMENTA
TION
Solution implementation processSolution implementation process