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Selling Skills and Customer Satisfaction

Dr. Ashok Kumar Jetawat (Chairman)Ph.D., M.Tech, MBA, MCA, MAJM, MSW SCJP, MCP, IGCBP, Geneva (Switzerland)

Motivational Society of Achievers

email : motivationalsociety@gmail.comWeb: http://ashokjetawat.comhttp://motivationalsociety.in

(M) 9001556010

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Selling Selling is nothing but the transfer of enthusiasm from the seller to the buyer.  The aim of marketing is to know and understand the customer so well that the product or service fits him and sells itself.  

SalespersonAnyone who is selling a product, services or an idea is a salesperson.

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Success formula in selling

Survival of the fittest.

Selling cannot be learned unless practiced on ground. 

Attitude

To the mediocre, life is about passing time, making it from birth to death safely. To them, life is an existence not living. They do nothing to make their today better than yesterday and self-improvement is not on their agenda.

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Sales ProfessionalismAll sales-training approaches try to convert a salesperson from a passive order taker into an active order getter Order takers :That customers know their own needsCustomer prefer courteous salespersons Order getters :Sales-oriented approach (Stresses high pressure techniques)

Customer-oriented approach (Stresses customer problem solving )

* No approach works best in all circumstances

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Service Statistics

• Over 60% of customer service managers select customer satisfaction as the key metric for success.

• 86% of consumers will pay more for a better customer experience.

• Only 26% of companies have a well-developed strategy in place for improving customer experience.

• US consumers prefer to resolve their customers service issues using the telephone (90%) face to face (75%), company website or email

(67%), online chat (47%), text message (22%), social networking site (22%).

Why Customers / Clients Stop Doing Business

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Around 95% of the customers that leave will not tell you when or why, they just leave.

•1% die

•3% move away

•5% other reasons

•9% competition

•14% don’t like the product or service

•68% indifferent attitude of sales people

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Major Steps in Effective Selling

• Prospecting and qualifying

• Pre Approach

• Approach

• Presentation and Demonstration

• Overcoming Objections

• Closing

• Follow up and Maintenance

Maslow's hierarchy of needs

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Procrastination

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Procrastination is the practice of carrying out less urgent tasks in preference to more urgent ones.

Or

Doing more pleasurable things in place of less pleasurable ones.

(Putting off impending tasks to a later time or the "last minute" of deadline).

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Prospecting and Qualifying

• The first step in selling is to identify and qualify prospects.• Companies can generate leads by :

o Examining data sources (Newspapers, directories, Web sites)

o Exhibiting at trade shows

o Contacting organizations and associations

o Telecommunications (Phone, Mail, Internet)

o Dropping in unannounced (cold canvassing)

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Pre approach

The sales person needs to learn :• Prospect company

o Needso Involved in the purchase decision

• Buyerso Personal characteristicso Buying styles

The best approach• Personal visit• Phone call or letter

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Approach

•The salesperson decides how to get the relationship o Techniques for a good start

•The salesperson might consider :o Wearing clothes similar to what the buyers typically wearo Show courtesy and attention to the buyero Avoid distracting mannerisms

 •When meeting with the prospect :

o Open with a positive statement •Concentrate on understanding the buyer’s needs

o Questioning and active listening

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Presentation and Demonstration Cont…

•For presentation use FABV :o Features : Physical characteristics of market offeringo Advantages : Why the features provide an advantage to

customero Benefits : The economic, technical, service and social

benefits delivered by the offeringo Value Approach : The summative worth (monetary term) of

the offering

•Spend too much on product features ( a product orientation) than the offering’s benefits and value ( a customer orientation)

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Overcoming Objections

•Customers almost always pose objections during the presentation or when asked for the order

•To handle these objections : o Maintains a positive approacho Asks the buyer to clarify the objectiono Turns the objection into a reason for buying

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What customer looks while taking decision 

Reliability• Perform and live up to promises• Dependable• Accurate

 Assurance• Trust and confidence in you• Possess required skills and knowledge • Answer questions• Product knowledge• Listening skills 

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What customer looks while taking decision cont…Tangibles• Quality which can be seen or felt• Physical facility• Equipment• Staff• Letters

Empathy• Caring and individualized• Available when customers need help

Responsiveness• Willingness to assist customers• Prompt service• Resolve problems quickly

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Tips for Effective Listening• Stop talking!

• Put the customer at ease

• Pay attention to nonverbal language

• Listen for what is not said• Know exactly what the other person is saying

• Concentrate on “hidden” emotional meanings

• Be patient

• Hold your temper!

• Empathize with the Customer

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Barriers to Effective Listening

• Listening with “half an ear”

• Acting as the judge and the jury

• Turning off ideas you don’t agree with

• Jumping to conclusions

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Telephone Reminders

• Greet the caller pleasantly and promptly

• Identify yourself and your department to the caller

• Use the caller’s name

• Every call is an important one

• Stress what you can do, not what you cannot do.

• Take the time to be helpful

• Say, “please,” “thank you,” and “you’re welcome”

• Keep all your promises; return calls promptly

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Telephone Reminders cont…

• Treat all callers as customers

• Treat all customers as friends

• When leaving messages, always leave your first and last

name and your telephone number

• Do not leave a caller on hold for more than 20 seconds

without coming back on the line

• Always ask “Is there anything else I can do for you?”

before you say goodbye

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Closing

•Salespersons should be able to recognize closing sign from the buyer

o Physical actionso Statements or commentso Questions

•Closing techniqueso Ask for the ordero Offer to help the buyer write up the order o Ask whether the buyer wants A or Bo Get the buyer for make minor choices such as color or

sizeo Indicate what the buyer will lose if the order is not

placed now

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Negotiation 

"You must never try to make all the money

that's in a deal. Let the other fellow make

some money too, because if you have a

reputation for always making all the money, you

won't have many deals.”

J. Paul Getty

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Follow-up and Maintenance

After closing• Salesperson should ensure the following details

o Delivery timeo Purchase termso Other matters

• Salesperson should schedule a follow-up call o To detect any problemo Assure the buyer interest

 • Sales person should develop a maintenance and growth plan

for the account

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When a Customer is Angry

• Don’t argue

• Listen carefully

• Apologize and use reflective communication skills

• Show empathy

• Thank the customer

• Do what you promise

• Follow up

• Give them something

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Service Related Phrases

• “I agree with you ...”

• “You’re right.”

• “I respect that...”

• “I understand...”

• “I respect you for...”

• “I appreciate that...”

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Rewards for Excellent Customer Service

• Increased customer loyalty

• Positive word-of-mouth

• Promotion

• Happier customers

• More productive and happier employees

• Smoother working operations

• Increased intangible competitive advantage 

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Men lose their health to make money and then lose their money to restore their health.

That by thinking anxiously about their future they forgot the present, such that they live neither in present nor in future.

That they live as if they will never die and they die as if they had never lived.

Surprises about mankind

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S.No. Winner Loser1 Always has a program Always has an excuse2 Has answer for every Problem Has problem for every answer3 Says “It’s difficult but possible” Says “It’s possible but difficult”4 Make commitment Make promises5 Says “I will do something” Says “Something must be done”6 Is a part of the team Apart from the team 7 Choose what they say Say what they choose8 Looks possibilities Looks problems9 Make it happen Let it happen10 Use hard argument but soft words Use soft arguments but hard words11 Sees the gain Sees the pain12 Always part of the answer Always part of the problem

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Much as the 10% of the Iceberg that we see derives its strength from the 90% which is below the water and hence un-seen.Our external qualities is a reflection of our internal qualities like our value system, beliefs and attitudes.

Internal Qualities

Thank you!

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Any queries?

email : motivationalsociety@gmail.com

Web: http://motivationalsociety.in

http://ashokjetawat.com

(M) 9001556010