- 1. Microsoft Inside SellingMicrosoft Inside SellingModule 2:
Inside Selling Managers Wrap
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thecontent and/or information included in this document is strictly
prohibited. 3. Table of Contents Description of Course:
................................................................................................................................................................
1 Course Benefits:
............................................................................................................................................................................
1 Authoring Team Credits:
...........................................................................................................................................................
1Module Overview
...................................................................................................................................................................................
2Syndicate exercise
.............................................................................................................................................................................
3Dealing with difficult situations
..................................................................................................................................................
4Coaching Toolkit
................................................................................................................................................................................
5Module One
..........................................................................................................................................................................................
6Module Two
.........................................................................................................................................................................................
7Module Three
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8Module Four
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9Module
Five........................................................................................................................................................................................10Module
Six
..........................................................................................................................................................................................11Module
Seven
....................................................................................................................................................................................12Module
Eight
.....................................................................................................................................................................................13Module
Nine.......................................................................................................................................................................................15Module
Nine.......................................................................................................................................................................................16Module
Ten
........................................................................................................................................................................................17Module
Eleven
..................................................................................................................................................................................18Module
Twelve
.................................................................................................................................................................................19Action
plans & presentations
.....................................................................................................................................................21Review
of the course
......................................................................................................................................................................22Congratulations!
..............................................................................................................................................................................23
4. Module 2: Inside Selling Managers Wrap - Module
OverviewDescription of Course:Microsoft Inside Selling (MSIS) will
offer learners a 100 level, 2.5 day instructor led program designed
toequip the Inside Sales Rep/TPAM with the core skills and
knowledge needed to sell effectively on the phone.This includes
getting past gatekeepers, creating a compelling opening statement
and value proposition,OPPVQ questioning and objection handling.
Learners will be equipped with the core skills and knowledgeneeded
to maximize their effectiveness on the phone, including call
preparation, effective listening skills andrigorous sales
questioning techniques.Additionally, a half day manager training
will be wrapped around this course ensuring that telesalesmanagers
have the knowledge and skills to follow up the training using
feedback and other designated tools.Course Benefits:Tele
salespeople worldwide will understand how to take maximum advantage
of their phone time in order toreach more customers and partners
and ensure each call produces the results desired thus increasing
theimpact each rep makes in their territory.Authoring Team
Credits:Executive Sponsor(s)Brian Kadish & Cheryl
KorcalaAuthor(s) Rachel Sanders Rachel is a highly experienced and
well-respected trainer. From a distinguished background in sales
she made the move in 1988 into the training department of a major
telecommunications company. Since those early days she has designed
and delivered training programmes for all levels across a broad
range of industries. Her professionalism along with her considered
and focused approach to each assignment, led to her being chosen as
a Trainer of the Year. Rachel brings a positive, fun yet practical
approach to the development of sales and management teams, which
coupled with her extensive knowledge, allows her training to be
both stimulating and enjoyable.1Microsoft Confidential - For
Internal Use Only 5. Participant Guide: Microsoft Inside
SellingModule OverviewThis module has been designed to give you the
knowledge and skills to follow up the training using feedbackand
other designated tools.Module ObjectivesAfter completing this
module you will be able to:Keep motivation levels high
post-trainingResolve any issues that delegates have
post-courseProvide ongoing coaching for your team2 2012 Microsoft
Corporation. All rights reserved. 6. Module 2: Inside Selling
Managers Wrap - Module OverviewSyndicate exerciseWhat makes a good
coach3Microsoft Confidential - For Internal Use Only 7. Participant
Guide: Microsoft Inside SellingDealing with difficult
situationsLive coaching scenarioWhat did you learn?4 2012 Microsoft
Corporation. All rights reserved. 8. Module 2: Inside Selling
Managers Wrap - Module OverviewCoaching Toolkit5Microsoft
Confidential - For Internal Use Only 9. Participant Guide:
Microsoft Inside SellingModule OneOPENSplit the group into three
teams give them five minutes to prep their why Microsoft pitch,
they then present tothe present their pitch to the rest of the
group.The first group to deliver will always present with lots of
features get the other groups to discuss whether theythink the
presentation was good and give some feedback.Then go to groups two
and three and ask them what they remember from group ones
presentation (usuallyaround 50%) they were listening willingly and
they usually know all the company info if they cant remember,how
will a customer?Repeat the exercise with groups two and three until
they:Ask questionsMatch the needs to MS benefitsAre concise - with
only three key messages6 2012 Microsoft Corporation. All rights
reserved. 10. Module 2: Inside Selling Managers Wrap - Module
OverviewModule Two OPENHave some fun with this.Get the team to come
up with the very cheeky gatekeeper responses!7Microsoft
Confidential - For Internal Use Only 11. Participant Guide:
Microsoft Inside SellingModule ThreePROBEUse the Present Position
Analysis SheetGet your team to run the exercise as per the above
instructions can also be run as a 121 exercise if necessarywith the
manager player the role of delegate B.Using the analysis sheet ask
delegate A: who talked more and why?Replay the tape to them and ask
them what was their objective of the exercise?Most people are
amazed to find how much they are talking when they are trying to
persuade and how they askmore when they are trying to
understand.Relate this back to their role if we truly want to
understand a customers present position, we need to do lesstalking
and more asking being prepared with some sample questions will
assist their confidence get them toprepare a list of 10 questions
they could use in the future.8 2012 Microsoft Corporation. All
rights reserved. 12. Module 2: Inside Selling Managers Wrap -
Module OverviewModule FourPROBERoles on cards:JUSTIFIERYou have
bought 500 promotional mugs & need to justify the 1,500 spend
to the boardFDYou are the FD the Justifier always overspends. This
leaves you with a big problem in preparing the accounts forthis
year.I.T.You dont care - the servers are down and they need
fixing.MarketingYou see no value in the mugs you think they are
cheap & tacky and devalue the brand.SALESYou love all freebies
as they are an excuse to see customers.9Microsoft Confidential -
For Internal Use Only 13. Participant Guide: Microsoft Inside
SellingModule FivePROBEOrg Chart Template available10 2012
Microsoft Corporation. All rights reserved. 14. Module 2: Inside
Selling Managers Wrap - Module OverviewModule SixPROBE Flow Chart
Template available11 Microsoft Confidential - For Internal Use Only
15. Participant Guide: Microsoft Inside Selling Module SevenPROVE
VALUEThe idea is that the sellers cannot start to negotiate until
they ask questions they need to demonstrate taking thecustomer
through the questioning process to show they have built value to
their client.The facilitator can liven things up with an extra
ball.The net result is that they should end the negotiation in a
win-win position for both teams.12 2012 Microsoft Corporation. All
rights reserved. 16. Module 2: Inside Selling Managers Wrap -
Module OverviewModule Eight PROVE VALUE Communication Skills
exercise This is a variation on Chinese Whispers. Ask for two
volunteers. Send everyone else out of the room. 1 volunteer to be
an observer, the other is given the picture to look at for 2
minutes. Take the picture away and tell this volunteer that they
have 30 seconds to describe what they saw to the next delegate. Ask
for one delegate to return. After 30 seconds, ask the describing
delegate to be an observer and explain to the listening delegate
that they have to repeat what they have just heard to the next
delegate. Continue until the final delegate has been described to.
Get them to draw what they have been described. - Discuss the
exercise with the delegates, getting the observer to give their
view first. It is very unlikely that the final drawing will look
anything like the original - pass the original round the room.
Picture Divide a piece of A4 paper into four sections, and draw the
following basic pictures in each:Top Left - On the left-hand side,
draw a single palm tree on a desert island. On the right is a ship
with twofunnels and a sun above.Top Right - A grave stone in the
centre, with a cross on top and the letters RIP engraved in the
middle. Afence runs horizontally behind the grave.Bottom Left - A
stick man wearing a top hat, and smiling.Bottom Right - A large
letter X filling most of the section, with a letter S on either
side.13Microsoft Confidential - For Internal Use Only 17.
Participant Guide: Microsoft Inside SellingWith communication in
mind the manager will then set up a 25 min call listening session
with the key focus beingon valuable communicationPost-observation -
WHAT WORDS HAVE YOU OBSERVED THE TEAM USING? ACTUAL EXAMPLESWhat
sub conscious messages has this sent to the customers use the
example of the word BUT!!Set up two flip charts with the following
headers: Acceptable language Non-acceptable languageRead a list of
all the words that youve heard, both +ve (positive) and ve
(negative). Get the team to write them on post-it notes. They then
need to decide which words are acceptable and which words are not
and stick the word onto the flip chart page with the appropriate
heading.Get the team to identify five top positive words they will
ensure they use in the future14 2012 Microsoft Corporation. All
rights reserved. 18. Module 2: Inside Selling Managers Wrap -
Module OverviewModule Nine PROVE VALUE Run through this exercise as
per the Value Equation handout One additional task would be to get
them to list the five objections they have had as a group recently
and get the group to share best practise and top tips on how to
handle them. Again do this as a group on the flip chart, using one
of the team as a scribe.15Microsoft Confidential - For Internal Use
Only 19. Participant Guide: Microsoft Inside SellingModule
NinePROVE VALUE16 2012 Microsoft Corporation. All rights reserved.
20. Module 2: Inside Selling Managers Wrap - Module OverviewModule
TenQUALIFY At the beginning of each team meeting, a couple of the
team to run a mini training session with tips and techniques on a
chosen topic, encourage their creativity and the fun element. Give
the delegates some profile and makes them demonstrate the skill as
they have just written a session on it!! Also the team see the
message coming from within the team rather than you all the time.
MSSP Domino Exercise (see templates) Using the MSSP cards set out
MSSP in order Facilitate a quick reminder of MSSP (using the MSSP
domino cards) split the group into teams of 3 or more, for each
team, deal 6 cards to each team member, the rest of the pack is the
dead card pile, the rules are: a title card must be in place before
a question card can be placed under it, a new column can only be
started when a title card is in place in the column before, so the
first card that can be laid is the Prospect title card. If a player
cannot go then they pick up from the dead card pile. First team to
correctly lay all their cards in the right column wins.17Microsoft
Confidential - For Internal Use Only 21. Participant Guide:
Microsoft Inside SellingModule Eleven NEXT ACTIONSOnce a campaign
is launched, get the team to run a strategy meeting to understand
how they can best call thiscampaign.Split them into pairs to run
role plays, practicing being the buyer and the seller.What
additional information are they going to need?What objections are
they likely to get and how will they handle them?18 2012 Microsoft
Corporation. All rights reserved. 22. Module 2: Inside Selling
Managers Wrap - Module OverviewModule Twelve NEXT ACTIONS Game:
Newmarket (suitable for 3 to 8 players) Give each person the same
number of sweets (or chips) then place the betting sheet in the
centre of the table. The winner is the one to get rid of their
cards first and to win stakes by playing one of the pay cards with
bets on it. Betting Before the deal, each person must bet two chips
(sweets) which they can distribute as they wish amongst the pay
cards. As this happens before the deal, there is of course no way
of knowing which cards are the best investment. The deal is
clockwise, and the turn to deal passes to the left after each hand.
The dealer deals one hand to each player and one spare hand. All of
the cards are dealt out one at a time; some players will have one
card more than others, but this does not matter. The players look
at their cards, and the spare hand is left face down and not used
in the game. The Play All plays are made by placing a card face up
on the table in front of you. The different players cards are not
mixed together but are kept in front of the person who played them
until the end of the play. The person to the left of the dealer
begins. They can play any suit, but must play the lowest card they
hold in that suit. Whoever has the next higher card of the same
suit must now play it, followed by the holder of the card after
that, and so on until either the ace is reached or no one can play
because no one holds the next higher card of the suit (it might be
in the spare hand or have been played earlier). A card which no one
can follow, because no one has the next higher card in that suit,
is called a stop card. The last person who played a card (the ace
or the stop card) now starts again. Again they can play any suit
but must play the lowest card they hold in that suit.19 Microsoft
Confidential - For Internal Use Only 23. Participant Guide:
Microsoft Inside SellingDuring the play, anyone who manages to play
a card which matches one of the pay cards takes all the chips on
thatcard.As soon as any player runs out of cards, the play ends.
All the other players must pay one chip for each cardremaining in
their hand. The player who ran out of cards collects all of these
chips.Any chips remaining on the centre board stay there for the
next hand.For the purposes of argument, the cards rank from lowest
(2) to highest (Ace)Talk to them about how they need to take action
to achieve action. Also if they invest everything in one
contactthey have a danger of losing the final commitment to the
last three who are not involved in the process20 2012 Microsoft
Corporation. All rights reserved. 24. Module 2: Inside Selling
Managers Wrap - Module OverviewAction plans & presentations
Creation of an action planWhich membersAction:When: of the team:21
Microsoft Confidential - For Internal Use Only 25. Participant
Guide: Microsoft Inside SellingReview of the courseList your three
key learning points:Coach back to us one topic of value from
today!22 2012 Microsoft Corporation. All rights reserved. 26.
Module 2: Inside Selling Managers Wrap - Module
OverviewCongratulations!23 Microsoft Confidential - For Internal
Use Only
