SALES Training How to Be the Best Salesman-shrink Version

YOUR GUIDE TO BECOMING A SUCCESSFUL SALES ASSOCIATE

AIBI

Content

IntroductionPre- ApproachApproachPresentationDemonstrationNegotiation CloseServicing the SaleLast Words

Introduction

In a VIDEO context Sales technique Sales approch Sales presentation Motivation

Background

The AIBI Company is a supplier of various fitness products.

One-stop station to facilitate homes, professional gyms and beauty institutions.

Offer the finest and most extensive collection of equipment.

Mission & Vision

Mission “Achieving Individual’s Beliefs through Innovation.”

Vision We aims to become the world’s leading innovator and

trend-setter for Beauty, Health and Fitness products, enabling individuals to perform at their best and live life to the fullest.

The Sales Manual

Every staff has to know all the products that AIBI has in store. Both Features and Benefits

Ensure all AIBI salesperson provide optimal service

The six-step presentation plan to aim you in executing the sales call:

Step 0 : Pre-Approach

Attire

3.1 GENERAL ATTIRE

Standard uniforms: Red polo t-shirts and long black pants with covered shoes. When on duty, uniforms are to be tucked and neat at all times.

No slippers allowed. Only sneakers or track shoes are allowed while on duty.

Nails are to be trimmed and kept clean.

Strictly no facial piercings allowed. All body parts with tattoos are to be fully covered if any.

MALES FEMALES

No accessories (eg: ear studs, bracelets, necklaces)

Do not over accessorize. Only one pair of earrings, one bracelet and one necklace allowed.

Hair should be kept neat and short. Females with long hair should be tied up at all times.

Body Language

3.2 BODY LANGUAGEFacial Expression

Smile at all times. A smile is important as it puts your customers at ease. People tend to trust a smiling face.

Do not look irritated even if the customer takes a long time to make decisions. Remember, patience is a virtue.

Maintain good eye contact with your customer during conversations and acknowledge them. Do not prolong eye contact as it can send out the wrong message to your customer.

Voice Tone Avoid speaking too quickly. Vary the speed of your delivery. Sound upbeat and energetic but do not sound insincere. Convey enthusiasm in your voice to show your customers that they are important to you. Try to sound “relaxed” and do not sound like you are eager to make a sale.

Gestures Acknowledge customers: Greet the customers with a smile the moment they enter the store. For

example, ‘Hi welcome to AIBI.’ with a smile, of course. Firm hand shake shows that you respect the customer.

Posture Stand tall with your hands out of your pocket and at the sides. Do not lean on counters or equipments as it makes you look nonchalant and lazy.

Step 1 : Approach

Approach

This section of the sales manual will educate you: The appropriate attitude that you should possess. Ways to strengthen the long-term relationships with

your consumers. Ways of handling the different communication styles

of the consumers.

Relationship

Relationships add value. Customers perceive that value is added when

they feel comfortable with the relationship they have with you.

The relationship between you and the customer is built on trust.

This can be achieved when you are honest, provide accountability and sincere concern for customer welfare.

Attitude

THE MOST IMPORTANT PART IN SALES IS THE PRESENTATION OF PRODUCT.

Step 2 : Presentation

Basic Presentation Guide

No. Steps: Details:

1. Approach the prospect with a warm and welcoming smile.

Smile Say “Welcome to AIBI!” in a clear and loud voice. Introduce yourself, “I am (name here), and I’m here to assist you today. You

can come to me if there is any enquiry.” Provide a comfortable environment to the customer.

2. Make small talks/ create rapport and gather prospect’s wants and/or needs*In this step, you should be able to identify the Prospect’s communication style (Refer to Figure 1.5)

Ask:May I help you? How is your day?What are your hobbies?What are your favourite daily activities?Is there any product that you are specifically looking for? If yes,

o Which gym series are you looking at?o Do you have any specific budget?

If no,o Which part of your body would you like to tone/train?o Do you have any specific budget?

3. Pick the correct product that the prospect wants and/or needs. (In this case, Slendertone.)

Say:“Based on your needs, I gather that you are looking for the Slendertone. I will now bring you to look at the Slendertone so that I will be able to further explain the features, benefits and demonstrate it to you.

Presentation

First, when a customer enters the store, greet them say "Welcome!" out loud approach them with a warm and welcoming smile on your face.

Presentation

Secondly, introduce yourself by saying, "I am (your name here)

Then make small talks to gather what the Prospect want/need. "How is your day? May I help you?" Are you looking for any specific products? You have to pick the correct product that the Prospect

want/need.

Presentation

Then you have to present both the product features and benefits together

using Slendertone as an example, Slendertone reduces the amount of time you

would usually need to take to form a six-pack on your tummy or a visible muscle on your arm by using the wide array of strength, 1 to 99, which could be adjusted to your comfort

A GOOD SALES DEMONSTRATION IS IMPORTANT BECAUSE IT ADDS SENSORY APPEAL TO THE

PRODUCT

Step 3 : Demonstration

Demonstration

Most important in selling products to your customers

If they don't try, it's unlikely they will want to buy.

Therefore, a good sales demonstration is very important.

Demonstration

Advantages. One, adds appeal to the product you are selling. Two, It stimulates interest in the product you are

selling. Three, it creates the desire for them to want to buy

your product. tempt consumers into wanting to buy give them the sense of ownership allows them to feel that the product is very good and

worthy to buy

Step 4: Negotiation

Negotiation

Anticipate Buyer Concern Would help you in closing the sales Identify the buyer’s concern by understanding their

responses Apply the suitable negotiation method

Anticipate Sales Resistance Be prepared to deal with sales resistance

Negotiation Worksheet

Negotiation worksheet

Buyer’s Concern

Buyer’s responses and what it means

Method What should salesperson say/do

Need for Product

Customer says, “I don’t need the product.”Meaning: He/she reluctant to buy your product. Not convinced of the benefits.

Indirect Denial

Salesperson should apply Feel-Felt-Found:-“I understand how you feel”-“Others have felt that way”-“Until they have used Slendertone and found it easy to use and reliable.

Product Itself Customer says, “Are you sure it works? I have never heard of it before.”Meaning: Customer thinks your product is not established enough.

Direct Denial

Prospect: “I doubt without effort, one can have a tone body.”Salesperson: “Actually with Slendertone, one can attain a tone body without much effort needed, as it targets the nerve system, like how a person exercise would use its nerves.”

Negotiation Worksheet

Negotiation worksheet

Buyer’s Concern

Buyer’s responses and what it means

Method What should salesperson say/do

Source of Product

Does not trust the source of the product.

Question Prospect: ‘I have no time for exercising, and I can’t seem to tone the body parts that I want. Salesperson: “What would a 10mins increase in running time daily help you to lose the necessary fats around the specific parts of your body?”

Timing Trial Offer AIBI can tie in this trial offer with its marketing promotions.(done by management)

Price Benefits more important than price

Superior Benefit

Focus on Slendertone’s superior benefits compared to their competitors. Example: Slendertone focus on nerves while other competitors focus on massage.

Sales Resistance

Forms of Sales Resistance:

-Subtle: “I’m too busy right now” or “I think I’ll come back next week”

-Direct: “We don’t need this right now” or “I think (competitors’ product is better”

Strength of Sales Resistance:

-Sales resistance is usually mild and used by the decision maker to test you or to increase his comfort level

to purchase.

-Sales resistance usually occurs when the buyer has serious concerns about some aspects of the product

that you’ve shown him/her.

How to Gauge Sales Resistance:

1.Watch the buyer’s body language carefully.

2.Listen to his/her words and pay close attention to the tone and volume of his/her voice.

3.If he/she is resisting with a precise issue, leaning forward, using an intense tone, or speaking in a louder

volume, you should know that the objection is stronger and you should have a response that is equally

strong but not more so.

Sales Resistance

Anticipating the types of objections you are most likely to occur:

1.Know the strengths and weaknesses of AIBI’s products and that of its competitors.

2.Reflect upon your previous sales opportunities and effectively plan your responses to objections that are

slightly more prevalent.

3.Be prepared for objections.

Example:

If you know that your product does not have a feature that your primary competitor has, you should have a

planned response that can minimize any advantage that the particular feature may offer and at the same

time, emphasize or maximize the benefit of a feature of your product that you know is superior to that of your

competitor’s.

Reducing Sales Resistance:

-Ask lots of need discovery or identification questions and listen attentively to the answers.

-This allows you to fully understand the needs of the customer.

-This also allows you to draw out information about the issues you know your product has to know if those

are especially important to the buyer.

Step 5 : Close

Close

Should not be viewed as a strategy to win at the customer’s expense

BUT as a way to confirm sales and build long-term relationship

Should always head towards a closeBe careful not to over-do it, customer may

feel annoyed.

Guidelines

GUIDELINES FOR CLOSING SALES

Recognize closing cues of customer

Focus on dominant buying motives of customer

Make sure tough points are negotiated before close

Avoid having surprises at close

Display self-confidence at close

Ask for order more than once

Accommodate to buyer’s communication style

GUIDELINES FOR CLOSING SALES

Recognize closing cues of customer

Focus on dominant buying motives of customer

Make sure tough points are negotiated before close

Avoid having surprises at close

Display self-confidence at close

Ask for order more than once

Accommodate to buyer’s communication style

Close

1.How to handle confirmed sales or rejection

•Reassure customer that they had made the right choice•Reduce buyer’s remorse by complimenting on their wise decision or thanking them for the order

•Do not be disappointed•Make sure deal is really dead, or else present product again•Obtain customer feedback to improve sales speech

When buyer says YES When buyer says NO

SERVICING THE CLOSE IS DESIGNED TO ENSURE THAT THE CUSTOMERS WILL BE SATISFIED WITH

THEIR PURCHASE DECISIONS.

Step 6: Servicing the Sale

Servicing the sale

Relationships that were developed continue to flourish

Motivate repeated purchasesThere are three aspects to servicing a close:

Follow through Follow up Expansion Selling

Servicing the sale

Follow Through To fulfil any assurances and/or promises that you

make to your customer Key to customer retention Builds up trust and goodwills Common Follow Through Services are:

Arrangements for Instalment Plans Scheduling Deliveries Being Present during Delivery Offering of Training Providing Price Change Information

Servicing the sale

Follow Up To build on the relationship that was developed The main objective is to express your appreciation Enhance relationship. To determine the level of satisfaction of your customer Common Follow Up Methods include:

Personal Visits Telephone Calls Email Messages Letters or Cards

Servicing the sale

Expansion SellingTo ensure that these customers purchase

more than just one product in the future.

3 Types: Full-Line Selling Cross Selling Up Selling

“FOR EVERY SALE YOU MISS BECAUSE YOU'RE TOO ENTHUSIASTIC, YOU WILL MISS A HUNDRED BECAUSE YOU'RE NOT ENTHUSIASTIC ENOUGH.

”- ZIG ZIGLAR

Last Words

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