Transcript
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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
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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
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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.
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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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