May 17, 2011 Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP Abbey Northwest Quarterly Regional Sales Training.

May 17, 2011

Developed and Facilitated by: Jan Dwyer Bang, MBA, CSP

Abbey Northwest Quarterly

Regional Sales Training

Participant Materials and PowerPoint Slides can be found:

www.JanDwyerBang.com/Abbey

After attending this workshop, you will walk away with:

• Plenty of examples of engaging questions• Real-life practice on selling and service skills• An action plan to help you move forward with

your team

From the customer’s point of view…From the customer’s point of view…

1. They are buying your “whole experience”

2. They are looking to see who adds the “most value”

3. They are looking for exceptional and consistent service

Adapted From The Wow Factory- Creating a Customer Focus Revolution in your Business by Paul Levesque

What is your business? What is your business?

You are helping your customers You are helping your customers create a beautiful home.create a beautiful home.

- Warren Tyler, Unleashing your Selling Potential

(Abbey Carpet Sales Training)

What is your role?What is your role?

You are a trusted advisor who helps customers achieve their

dream homes.

Survey ResultsSurvey Results

19 out of 31 surveys were turned in!

What is the most pressing training need?What is the most pressing training need?

•Putting customers at ease

•Customer service follow up

•How to listen and understand the customer and not be nervous

•Qualifying customers

•Closing sales and following up on needs

•How to keep the few customers who come in door and how to close the sale before they go somewhere else

•Employee’s self confidence

•Sales skills

•Building a relationship with the customer

•Carpet knowledge

Engaging Questions helps you to:Engaging Questions helps you to:

•Probe for customer needs.

•Build rapport.

•Increase trust with the customer.

•Get the customer talk.

•Showcase your product and industry knowledge.

•Reflect back to the customer.

Engaging QuestionsEngaging Questions

“We can differentiate ourselves by the questions we ask!”

-Len Mallory

QuestionsQuestions

•Greetings

•Rapport Building

•Probing or Fact-Finding

•Commitment Setting

Sales CycleSales Cycle

1. Introduction (Greeting/Rapport)

2. Qualifications (Probing/Fact Finding)

3. Information (Probing/Fact Finding)

4. Close (Commitment Setting)

“Hello, how are you today? Glad you are here. What can I help you with today?”

(If with a customer) - “Good morning. I’ll be with you in just a moment. Are you looking for anything in particular?”

“Is this your first Abbey experience?”

Greetings

Scenario 1

Bill is the only salesperson in the store and you are on the phone (not a personal call). A customer walks in the door. You have about 3-4 minutes to finish conversation. What do you do?

Scenario 2

You are the only salesperson in the store and you are already working with a customer when another customer walks in the store. How do you acknowledge the 2nd customer without leaving the first?

Scenario 2 – Continued

Continuation from the 2nd scenario…

You have been working with the first customer for 2-3 minutes when you see the 2nd customer leave. What could you have done differently to save the 2nd customer? What can you do now?

Sales research has shown that over 90% of the sales process is based on having a good rapport with the prospect.

-From SellingandPersuasionTechniques.com

Active

Thoughtful

PPT 4-2

PPT 4-2PPT 4-2

Questioning

Accepting

PPT 4-3

PPT 4-2PPT 4-2

PPT 4-3PPT 4-2

PPT 4-3

Active

Thoughtful

Accepting

Questioning

PPT 4-2PPT 4-3

PPT 4-4

Thoughtful Steadiness

Accepting

Influence

Accepting

Steadiness

Active

Questioning

Dominance

PPT 4-7

Influence

Active

Dominance

Questioning Questioning

Conscientiousness

PPT 4-2PPT 4-3

PPT 4-4

Thoughtful Steadiness

Accepting

Influence

Accepting

Steadiness

Active

Questioning

Dominance

PPT 4-7

Influence

Active

Dominance

Questioning Questioning

Conscientiousness

Direct, results-oriented Expressive, Relationship

Supportive, Cooperative Analytical, Deliberative

Probing or Fact Finding Questions

Commitment Setting

Listen from the inside out

•Paraphrase (To make sure you understood AND to show the speaker you’ve heard)

•Acknowledgement (Feelings crave acknowledgement)

Adapted from “Difficult Conversations” by Douglas Stone, Bruce Patton, and Sheila Heen

Brainstorming Ideas

Action Planning

Participant Materials and PowerPoint Slides can be found:

www.JanDwyerBang.com/Abbey

After attending this workshop, you will walk away with:

• Plenty of examples of engaging questions• Real-life practice on selling and service skills• An action plan to help you move forward with

your team