NDR (UNDEL) - Naaptolstatic.naaptol.com/usr/local/csp/staticContent/crmTrainingManual/pdf/inductionTraning...Capability can objections are doubts in the mind of a customer about your

NDR (UNDEL)

SESSION OBJECTIVES By session end you will be able to identify with:

1. NDR – OMS Overview

2. NDR – Access OMS Interface

3. UNDEL Order Search.

4. UNDEL – Details Page

5. Updating UNDEL Data

6. Updating UNDEL Data Process Flow

7. NDR Frequent Objections.

Customer

A customer is the most important visitor on our premises He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.

M. K. Gandhi

Session Objectives

By the end of this session, you’d be able to:

Groom yourself for success

Apply Selling cycle

Understand the Buying Process

Understand the Selling Process

Map the Buying Process with Selling Process

Groom yourself for success

Grooming

For

Success

First

Impression

Managing

relationships

Professional

Etiquette

What do you

think of them?

What do you

think of them?

First Impression

Workplace means

1. Your performance at work impacts the Organization

2. You are the Brand Ambassador of the Organization

3. The First Touch Point for Customer

Our Vision and You

Adhere to

naaptol

Values

Honor

Commitment

Made

Identify

and fulfill

Customer

Needs

Service

Orientation

Keep in

Touch

Take

Ownership

Be a Brand

Ambassador

Your success

Factors that will help you succeed –

1. Sincere desire to help clients both internal and external

2. Achieve goals and missions of the organization while you achieve your

own

3. Attitude of service and quality

Personal grooming & hygiene

1. Be Presentable

2. Be neat & clean

3. Combed and styled hair

4. Shave everyday

5. Maintain healthy living standards

6. Use a deodorant / perfume everyday

7. Get adequate sleep to avoid looking sleepy / groggy

8. Use Shampoo regularly

9. Use aftershave

10. Avoid onions, garlic, seafood & smoking before any meeting

Personal grooming & hygiene

11. Use mouth freshener always

12. Cut nails regularly

13. Wear clothes that are clean & ironed

14. Make sure there are no stain or tear in the clothes

15. Make sure shirt’s and trouser’s buttons are not broken

Managing relationships

Importance

1. Improve effectives

2. Increase efficiency

3. Introduces you to a wide range of people with different skills, knowledge

and links to further contacts

4. Gain access to larger resources

5. Fulfill mission more effectively

6. Provides you with sources of information and a forum for sharing ideas

7. Gives you access to advice on a wide range of subjects

8. Supports you in professional and personal challenges

Build relationships

Put efforts to –

1. Remember person’s name

2. Remember details such as where they stay and what their interests are

Make it a habit to –

1. Greet everyone

2. Talk people you come into contact with

3. Take a genuine interest in their likes and dislikes

4. Have informal conversations with people

Ways to Network

1. Get to know your colleagues / customers more closely

2. Develop a broad range of activities in your personal and professional life

4. Understand how other colleagues, customers might be feeling

Acknowledge that people at different times feel –

1. Angry

2. Aggressive

3. Nervous

4. Worried

5. Happy

SELLING SKILLS

Definition –

Selling Skills – is the ability of persuading the consumer / customer that

buying the product or service will benefit him / her.

Presale Preparation

The Pre-Sales Preparation can be broken into two areas –

1. Planning

2. Preparing

Planning is action based

It is a scheme or method, developed in advance, for proceeding or making

something

Prepare is to put together various elements or ingredients

Importance

Pre Sales Preparation helps in being –

1. Organized

2. Confident

3. Effective

Components

Attitude Knowledge

of C-P-C

Company

Competition

Product

Sales

Scripts

Using

Database

Knowledge

Knowledge

Product

Competition Company

Know you product

Knowledge is power and for us more product knowledge means more

sales.

Knowing what you are selling helps in –

1. Strengthening Communication Skills

2. Boosting Enthusiasm

3. Growing Confidence

4. Overcoming Objections

Know Your Company

Having knowledge about your own company helps in –

1. Answering customer’s query effectively

2. Giving assurance to the customer

3. Building brand image

Know your competitors

naaptol

1. More Than 20,000 products

2. PAN India Logistic footprints

3. Reaching customer’s through

strong channels like

1. TV

2. WEB

3. Print

4. Trained Sales & Customer

Service Professionals

Know your competitors

naaptol

1. More Than 20,000 products

2. PAN India Logistic footprints

3. Reaching customer’s through

strong channels like

1. TV

2. WEB

3. Print

4. Trained Sales & Customer

Service Professionals

Competitor

1. Limited Range

2. Limited Cities

3. Non availability of more than

one strong channel

4. Untrained task force

Buying Steps & Selling Steps

Buying Steps

1 - Recognition of Need

2 - Evaluation of options

3 - Eliminating of Doubts

4 - Decide to Buy

REED Chart Recognise the Need

First, an individual feels the need to buy a product / service

Evaluate the options

Then he evaluates various offers in the market and shortlists the

one that meets his needs most closely

Eliminate Doubts

Having identified the brand that he would like to buy, he gets

clarifications on the concerns that he has regarding the

product/service

Decide to Buy

Finally, he decides to purchase the product/service

Selling – in 5 simple steps

1 – Opening the call

2 – Developing the call

3 – Proposing the solution

4 – Eliminating the doubt

5 – Closing the sale

Opening the Call

At this stage, you introduce yourself, your company and state the purpose of

your visit

Developing the Need

At this stage, you develop the customer’s need by making him aware of his

problems and the implications of these problems

Proposing a Solution

Here you offer a solution that satisfies the customer’s important concerns

Eliminating Doubts

After you have proposed a solution, you need to address the concerns that the

customer may have about your offer or your company

Closing the Sale

This is the final stage in the selling process This could mean getting the order or

getting to the next stage by getting a commitment from the client

ODPEC- Chart

Selling – in 5 simple steps (Contd.)

Opening: Good

morning, my name is

XYZ , How may I

assist you today? Developing:

What Would you

want to buy today?

Proposing: we have

Wespro Camcorder

which has all the

features you need

Eliminating Doubts: I

assure that you will get

best after sales services

from our company.

Closing: Would you

like to place the

order?

Map the –

Buying Process with Selling Process

1 – Recognition of Need

2 – Evaluation of Options

3 – Eliminating the doubt

4 – Decide to buy

1 – Opening the Call


3 – Proposing the Solution

4 – Eliminating the Doubt

5 – Closing the Sale

1 – Opening the Call

Opening the call

Verbal Components

1. Greet the customer

2. Confirm the name of the

customer

3. State a clear and crisp objective

of the call

Non-verbal Components

1. Smile

2. Confidence

3. Enthusiasm

4. Positivity

5. Friendliness

6. Sincerity

Opening the call (Contd.)

Beware of –

1. Distraction

2. Open Mind

3. No pen & no paper


Fillers Killers –

1. Avoid using Fillers

2. Become aware of Fillers

3. Practice, practice & practice

Uh..

Like..

Ok sir…

Huh..


Keep in Mind –

1. Use words to create interest

2. Avoid Industry Jargons

3. Avoid vague phrases

4. Not a mini sales presentation


Role Play


Developing the call

Developing the Call through –

1. Rapport Building

2. Listening Skills

3. Probing Skills

Developing the call (Contd.)

Rapport Building

Build rapport to –

Influence Persuade Agree


The Best Practice –

1. Talk less

2. Be professional

3. Establish trust

4. Probing Skills



1. Talk less

Ask Listen Respond


Listening Skills – Activity


Listening Skills


Active Listening –

1. Are willing to listen

2. Focus is on the customer

3. Give verbal encouragers

4. Check back with the prospect


Importance of Listening Skills –

To fulfill Customer’s Expectations –

1. To feel respected

2. To feel understood

3. To feel comfortable about a Stated &

Unstated Requirement



2. Be Professional

a. Do not get personal

b. Short & simple

c. Back on track

d. Know your plan



3. Establish trust

a. Put the customer at ease

b. Be sure about your responses

c. Be believable


Use your voice

1. Tempo

2. Resonance

3. Inflection

4. Pitch



4. Probing Skills - Activity


4. Probing –

a. Is the skill of questioning to obtain information

b. Is to uncover details, needs & facts

c. Makes the other person think by asking relevant questions

d. Make customer’s need statement

Types of probing


Probing

Open Ended Close Ended

Types of probing –

1. Open ended probing

A question or, statement that encourages the customer to speak freely about

a topic of his choice or stimulates the customers to expand on something

already stated

E.g. In which color you would like to have …?


Types of probing –

2. Close ended probing

A question that steers the conversation to a specific topic of your choice

and limits customer’s response. (sometimes to short one or two word

answers)

E.g. Would you like to have this in black color or in white color?



Role Play

3 – Proposing the Solution

Proposing the solution

Summarize the Strong Need

Suggest your proposal as a solution

Demonstrate your solution

Proposing the solution (Contd.)

Presenting a Solution Using Features, Advantages and Benefits

1. Features - The key attributes of a product

2. Advantages – The use of the particular feature

3. Benefits – What it can do for the customer


Activity –


Offer benefits –

STRIKE THE IRON WHEN HOT

1. Offer benefits only after you have developed strong needs

2. Benefits offered on weak needs have little impact

HEAT THE IRON BEFORE STRIKING


Role Play

4 – Eliminating the Doubt

Eliminating the doubt

Follow the Three Golden Steps –

1. Listening to the customer – Recall Active Listening

2. Clarifying the customer’s objections/doubt

3. Resolving the concern effectively

Eliminating the doubt (Contd.)

Objections – is an expression, statement or feeling of opposition or dislike.

Types of objection –

Types of Objections

Capability can

Objection

Capability Can’t

Objection

Value Objection

Price Objection


Types of objection –

1. Capability can objections are doubts in the mind of a customer about

your company's capability

2. Normally capability can't objections surface when the customer’s

decision criteria do not match your product benefits

3. Value objection surfaces when the customer does not see enough value

for money in the seller's offering

4. Price objection is the most common objection in the world of sales


Principle of handling objection –

1. Don’t ignore doubts – If you don’t discuss doubts, they won’t go away.

2. Build relationships early – Customers will not share doubts unless you

have established trust.

3. Only the customer can resolve a doubt – Don’t give solutions, help

them arrive at one.


Role Play

5 – Close the Sale

Closing the sale

Some facts –

1. Not linear

2. Sales is a cycle

3. Closing the sale is not the last step

4. Commitment at every stage

Closing the sale (Contd.)

Direct

Close

Assumptive

Close

Alternate

Close

Calendar

Close


1. Direct Close –

a. Straight forward

b. Simply ask for sale

e.g. So sir, should I go ahead and place the order for you?

Direct Close


2. Assumptive Close –

a. Make a guess

b. Proceed with formalities

I think …..

Assumptive Close

e.g.:- As we don’t deliver this product at your city,

can you give address for any other city


3. Alternate Close –

a. Narrower than assumptive

b. Make a guess

c. Give limited options

d. Ask prospect to choose

Alternate Close e.g.:- Sir we have nokia mobile and samsung mobile available

with us so which one you would like to prefer.


4. Calendar Close –

a. Agree on date and time

b. Keeps the deal open

e.g. definitely sir, you can discuss it with your family. I will call you back after

2 days?

Calendar Close


Role Play

HAPPY SELLING

Documents

NDR (UNDEL) - Naaptolstatic.naaptol.com/usr/local/csp/staticContent/crmTrainingManual/pdf/inductionTraning...Capability can objections are doubts in the mind of a customer about your