It is
generally accepted that selling is the language of business. As a language it serves as a
means of communication
DEFINITION OF SELLING
Selling which
is know before to mere deception has now
because information system due to
change in our society
Selling
is process of obtain
for a decision, large or
small and being able to prove it is in
the interest of the
other persons to agree
OBJECTIVE OF SELLING
-
Gain confidence needed to make
successful sales call
-
Learn
technique of gaining and retaining customers attention
-
Sell Enterprise bank products and services.
-
Close more profitable sales
LIMITATION OF
SELLING
-
Behaviors
to top performing takes
executive
-
Company
-
Customers
-
Self behaviours and top performing sales representatives
-
Maintain pleasant, direct eye to eye contact
- Show enthusiasm for meeting with
the customer as well as for the products
or services being sold
-
Demonstrate trustruorthiness with confidential
information
-
Keep promises and respond prompt and willingly to requests.
-
Use the customers name periodically during the sales call
-
Respect the customers time by
being concise and to the point
-
Put forth more effort to explore and understand all current ad future
customers requirements from the customer point of view.
-
Ask more intelligent questions that get the customer to think analyze
and look
to the future.
-
Paraphrase more after to test for
and confirm understanding
-
Ask question
about and became more aware of the customer
economic conditions.
-
Spend more the
gaining and understanding of the
customers economic conditions
-
Give more evidence of product benefit and effectiveness
-
Spend some time explaining product
or service draw backs
-
Are better able to answer technical questions regarding
the product or service being sold.
-
More effectively present logical arguments to
support recommendation.
-
Are better
able to prepare effective responses
in answer to objections.
SALES PREPARATION AND RESEARCH
There are three important areas of knowledge :
-
Your
customers and prospects
-
Your direct and indirect competition
-
Your own organization and its products
YOUR
CUSTOMERS /PROSPECTS
-
Who are they
/ where are they
-
Who are their relevant decision makers
/decision influencers?
-
Personal
details of these people
-
Suitable times to see them.
-
What are
their exact needs?
YOUR OWN ORGANIZATION?
-
Product knowledge
-
Benefits for your customers
-
Your own job responsibilities
YOUR COMPETITORS
(DIRECT AND INDIRECT )
-
Who are they?/where are the
-
What are their strengths and weaknesses
ROLE OF THE PROFESSIONAL SALES PERSON
-
The customers view point
-
Friendly
-
Professional
-
Knowledgeable
-
the
company’s viewpoint
-
Researcher
-
Public relations officer
-
Business manager
-
Planner
-
Your own viewpoint
-
Hard worker, self manger
-
Optimist
-
Realist
OPENING
THE CALL AND GAINING THE CLIENTS FULL ATTENTION
-
Factual opening
-
Question
opening
-
Reference opening
-
Link opening
-
Sales
and opening
COMMUNICATION
WITH THE CUSTOMER
Verbal /visual ………..)40 –45%
Non- verbal …………..)55-60%
(body language )
POOR
COMMUNICATION
-
Misunderstanding
-
Poor listening
-
Poor questioning
-
Barriers
WORD BARRIERS
Choice of words ……………….SARCASM
“You ‘re wrong….”
Swearing ……………………….JARGON
PSYCHOLOGICAL
BAMERS
-
Getting too
close
-
Staring
-
Scorning points
-
Arguing
METHODS OF QUESTIONING
|
Open
|
Closed
|
|
Who?
|
Do you……….?
|
|
What?
|
Will you ………?
|
|
Why?
|
Can you………….?
|
|
When?
|
May we ………….?
|
|
Where?
|
Shall we ……..?
|
|
How?
|
Have you …….?
|
|
|
Could we …………?
|
UESTIONING SKILLS
Why?
To what extents? PROBE
To what degree LIMITED CHOICE
Which do you
refer A or
B
|
Bearning in mind what
You said
earlier ……….
|
Don’t you
………?
CONTROLLING THE INTERVIEW
Signposting: Taking your customer back to the
original discussion
Confirmation : This acts as a check of your understanding of what the prospect means
Listerining : You listen actively and carefully and observe body language for non verbal behaviour
Note taking: This mean you get the facts right and can buy you thinking time.
Summarizing : a method of recapping a lengthy or complex discussion
KINDS OF OBJECTION
What is an
objection? Objection is a statement or feeling of dislike disapproval or
opposition or a reason or argument against
Information seeking: client requires more facts
about your offer, or needs reassurance or amplification or proof of clam you
have made
Major: relates to an apparent drawback in the
service offered creating a barrier to
closing the deal
WRONG OBJECTIVE HANDLING
-
Pouncing
-
Glib responses
-
Arguring
-
Trying to score a victory
ANSWERING OBJECTIONS
EMPATHIC MEANING
|
E
|
Encourage and listen
|
|
M
|
Work time
|
|
P
|
Pinpoint the concern
(question rephrase repeat)
|
|
A
|
Appreciate (understand their viewpoint)
|
|
T
|
Tell them
(why you understand
|
|
H
|
Hinge (however,alternatively,which is why------on
the otherhand,have you considered-----)
|
|
I
|
Is
objection valid ?
Yes No
Justify reality
Benefits misconception
|
|
C.
|
check (to ensure satisfaction )
|