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Sales Excellence ….. 1

Sales excellence

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Selling is the process of assisting and/or persuading a prospective customer to buy a commodity or a service or to act favorably on an idea that has commercial significance to the seller.

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Page 1: Sales excellence

Sales Excellence …..

1

Page 2: Sales excellence

SELLING: Selling is the process of assisting and/or

persuading a prospective customer to buy a commodity or a service or to act favorably on an idea that has commercial significance to the seller.

Final outcome in the form of favorable action.

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Page 3: Sales excellence

BEST SELLERS’ SELLING APPROACH•Satisfied customers base•Long-term business relationships•Repeat business with your ‘ regular’ customers• Enthusiastic referrals to newprospects

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Page 4: Sales excellence

People buy for their own reasons, not for yours.

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Page 5: Sales excellence

3PHASES SALES CALL

Phase 1- Getting Information: Phase 2- Giving Information Phase 3- Getting Commitment

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Page 6: Sales excellence

PHASE 1: GETTING INFORMATION

Involves learning about you customer’s business to understand her situation- finding out customer’s reason for being interested in doing business with you.This is where every good sales call begins….

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Page 7: Sales excellence

Find out the Customer’s real pain. Learn to ask questions and stop “pitching.” Teach your sales people the 70/30

rule . . .your Customer should be talking70% of the time and the sales rep should be talking 30% or less.

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Page 8: Sales excellence

PHASE II: GIVING INFORMATION Involves describing and demonstrating

your product/service, but only in relation to the needs of customer.

Giving him the information he needs to make a sound decision.

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Page 9: Sales excellence

PHASE III : GETTING COMMITMENT

Resolving uncertainties so that the two of you share commitment to the buy/sell process.

No set order to these phases

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Page 10: Sales excellence

THE INDIVIDUAL DECISION PROCESS: J.P. GUILFORD

Book The Nature of Human Intelligence

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Page 11: Sales excellence

SALES REPS’ BIGGEST MISTAKES 138 customers, Business-to-business purchases, large North

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Page 12: Sales excellence

HANDLING OBJECTIONS:

Real Objections: related to company, product, price, time and quality..

Listen to the buyers’ feeling Share the concerns without Judgment Clarify the real issue with questions Present options and solutions Ask for action to determine the commitment.

Pseudo-Objections ???

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Page 13: Sales excellence

WHEN CUSTOMERS’ PLAY HARD BALL….

In sales as in diplomacy , never fear to negotiate and never negotiate out of fear…

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Page 14: Sales excellence

1. Knowing your walk away and building the variables you can work with:

Focus on variables – where customer’s interest and your own have more in common. Find WIN_WIN situation.

2. When under attack , listen:

No defense, No counter attack- The best response , is to keep customer talking, and for two good reasons:

a)New information- increase the room for movement and variables

b)Listening without defending- defuse anger

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Page 15: Sales excellence

3. Keep track of issues requiring discussion:

it reassure customers that your are serious , concern and listening to their arguments.

4. Assert your company’s needs:

Too much empathy- too much concessions

Win-Win

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Page 16: Sales excellence

5. Commit to a solution if it works for both parties:

Wrap up issues tentatively- It is difficult to take back a concession- ” we agree to do X , provided we can come up with a suitable agreement on Y and Z

6. Save the hardest issues for the last:

when a lot of points to negotiate- don’t start with the toughest.

1. resolving easier issues first creates momentum, confidence and trust on each others.

2. resolving easier issues may uncover additional variables.

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Page 17: Sales excellence

7. Start high and concede slowly:

customers want return on their negotiation investment – in the situation when customer wants to barter, start off with something you can afford to loose.

8. Don’t be trapped by emotional blackmail:

Two useful techniques- when customer uses anger-wittingly or unwittingly as a manipulative tactic

a. Withdraw: ask for recess, consult with the boss, reschedule time and venue can change the entire landscape of a negotiation.

b. listen silently until the tirade is over, than suggest a constructive agenda.

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Page 18: Sales excellence

SELLING STYLE

Low High

High

1C.R = HighC.S = Low-Not forceful- trouble in objection handling / Closing-Suitable for after sales

4C.R = HighC.S = High-True Professional- Keeps balance between objective of sales interview and importance of building customer relationship

Low

2C.R = LowC.S = Low-Not suitable in sales-Need to be pushed always

3C.R = LowC.S = HighControls sales call with little concern of customer-Not suitable for L.R Sales

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Concern

for Relationship

Concern for Sales

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Page 19: Sales excellence

NEGOTIATION SKILLS

Good negotiator -10 leading characteristics :1. Preparation and planning skills2. Knowledge of subject , matter being negotiated3. Ability to think clearly and rapidly under

pressure and uncertainty4. Ability to express thoughts verbally5. Listening skills6. Judgment and general intelligence7. Integrity8. Ability to persuade / convince others9. Patience10. Decisiveness

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Page 20: Sales excellence

“ There are two types of persons in an organization; one who works for company ; and those who derives it… “

Happy Selling

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