Sales & Customer Services

8/8/2019 Sales & Customer Services

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us have it as part of our

job title! :-)


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Introductions

.

2. Selling Basics

. e a es yc e

4. Essential Selling Skills5. Conclusion & Action Plan


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1 - Introduction

Gain a good understanding of sales & selling

especially in the context of the cellular environment Understand the sales cycle

Understand the essential skills required by sales

people Understand some of the essential skills required to

be an effective sales person

ut toget er a persona act on p an to mprove yoursales ability


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.

The basic truths about selling &sales in the PTCL context


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-

The exchange of a Product or Service forMone

Selling is a function of Marketing, whereby the

seller tries b effective communication, topersuade a customer to take a certain

positive action, adopt an attitude or agree to a

part cu ar ea.

y s a es mportanty s a es mportant


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=

no jobs no salary! No need no sale!

Customers are people!

People buy from people

todays cellular market in Pakistan


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PTCL Franchise Strategy

Retail channels shops etc.

In the PTCL contextIn the PTCL context mos y e cus omer w come o youmos y e cus omer w come o you


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Selling Excellence Key

People skills Product & service knowled e

Understanding of sales & the sales process

Communications skills

Sales skills

succeed in sellingsucceed in selling


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,

knowledge about the product one selling

B SME C C

C

C

S

B

B

C

D

M

A

C

A

T

Price-hunters


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.

The generic sales process


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Stages of Sales Cycle

1. Prospecting2. Discoverin needs

3. Presenting

solutions4. Handling

Objections

5. Closing

6. Admin & Follow-up


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PROPSECTING

Targeting the right customers

egment ng ategor z ng customers

According to different PTCL packages forproper a oca on o me an resources

PROSPECTING IS NOT IMPORTANT IN YOUR CASE SINCE


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Discoverin Needs

and how these needs can best beme

o uess ng


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Many sales people guess

a out Which acka e customer reall want

what problems they are trying to solve

the exact ri ht solution

what the specific decision criteria are

the level of urgency

y u u y uy u u y u

Customer needsCustomer needs you cannot give them a solutionyou cannot give them a solution


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Presentin Solutions

addressing identified customer needs andmatchin them with our Product Features theend result is benefits for the customer from your

solution

Remember! People buy benefitsRemember! People buy benefitso presen e ene so presen e ene s


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Spending money is a painful experience for mostpeople

s t e prospect ea s towar s ma ng a ec s on,they start to express their concerns these are

objections

Objections can be real (misunderstanding, genuineconcern) or simply emotional

ect ons are actua y uy ng s gna s

y wy w

Is a key skill for sales peopleIs a key skill for sales people


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Eventually, once the customer is satisfied, he/she willstart to move towards a yes decision and give

You must learn to recognise these signals and move

into a closing the sale mode

Closing simply means asking for the business!

There are many different types of closing strategies

we w scuss t em ater

You have doneYou have done if you cannot close it!if you cannot close it!


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said yes) you will have to process the sale You need to complete the formalities forms etc. and

After the sale, it is important to follow up call the

customer after 2-3 days, thank them and ask them ifevery ng s

Follow is important for referrals and further salesopportunities as well customer satisfaction

The sale does not end with the order!The sale does not end with the order!s s mp y e s ar o a re a ons ps s mp y e s ar o a re a ons p


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.

The skills you need to succeed inselling


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The Essential Selling Skills

.

2. Questioning & listening skills

. resent ng so ut on s s

4. Objection handling skills5. Closing skills


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Communications skills -

60%

40%

50%

20%

30%

0%

10%

What you say Say Visual7% 38% 55%


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The Triangular Communication

Process/Model

Reflect/Think/Empathise

Strategy

Tell/respond Ask/Question


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The T ical Sales Interaction Opening the interaction

Friendly greeting with a smile

Focus on building rapport

The main body of the interaction

Questioning & listening to discover needs

Presenting solutions

Handling objections

Closing

Closing the interaction

Thankin the customer

Agreeing next actions Follow Up


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Communication Skill - Effective

We are blessed with two ears-

reminder that we should listenw ce as muc as we a


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Listening takes. . .

Curiosity and Open-mindedness

Analysis and Understanding

Poor listenin is costl


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Effectivel Listenin Sta es

.

Choose an appropriate physical environment Remove distractions

Be open and accessible

Listen with empathy2. Insuring mutual understanding

Reflect feelings

Interrupt to clarify

Confirm next steps, Look ahead to see where thecustomer is going


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Effective Listenin Sta es

3. Listen to non verbal si nals

Observe position and posturing Make eye contact

Consider expression and gestures

4. Suspending judgment Concentrate

Keep an open mind

Hear the person out Weigh what is being said against what you know


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Communication Skill - Asking

The quality of yourquestions

e erm ne e


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Questions

Skillful uestionin will hel ou....

Uncover client wants, needs, and expectations.

Clearly define the problem to be solved.

Determine the costs of not solving the problem. Build your credibility and earn your clients trust...


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IDENTIFY PTCL PACKAGES SO YOU

B SMEC C

C

C

S

B

B

C

D

M

A

C

A

T

Price-hunters


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Activity

Questioning & listening role play


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Presenting Solutions

Once you have understood the customer

needs, you are ready to present solutions

Hel customer to make a bu in decision baddressing Identified Customer Needs andWants with appropriate Service Features and

identify the benefits to be gained by them It is important to remember that people buy

benefits

How will ou convert features into benefits?


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PRESENTING SOLUTIONS

great sa e s ac eve w en we can exact y matc

our customers needs to our products features,

a vantages an ene ts


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service on your mobile

You need not to be in front of computer to check

So What?


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Activity

Role Play


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,

Rephrase every objection

to Ask and Rephrase

to buy Time

Remember triangular comms skills model

A i i


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Activity

Role Play


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Closing Skills

BUYING SIGNALS

VERBAL I think I can use it.

It sounds good.

How much does it costs?

How is the distribution network?

NON VERBAL

Thumbs up signal

Positive facial expression

Writing down notes about product

NOW IS THE TIME TO MOVE TOWARDS A CLOSE


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Closing Skills

DIRECT CLOSE

Where you get a strong buying signal you simply ask for

commitment SUMMARY CLOSE

Briefly summaries key points and repeat accepted benefits andask for commitment.

CHOICE CLOSE er ng two or more opt ons to an n ec s ve customer

INCENTIVE CLOSE

When the seller is in the position to offer something more, e.g.promo ona sa es ea s.

-

A ti it


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Activity

Role Play

Maximizing the Last Moment


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Maximizing the Last Moment

Some other last minute memory makers nv a on ac

Additional service

Guarantee

Repeat name

Etc


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Objective Achievement Check

a n a goo un erstan ng o sa es & se ng espec a y n

the context of the cellular environment

Understand the essential skills required by sales people

Understand some of the essential skills required to be aneffective sales person

Put together a personal action plan to improve your sales


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Time to Get into Action

improvement in your sales skills?


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Documents

Sales & Customer Services