Professional Basic Selling Skills المعلومات بالداخل موثوق بها لأنها مراجعه و معتمده من Certified from Pharmacists_coffee magazine Prepared by : Ahmed Sami
Upon completion of the course, participants will be able to : • Understand the meaning of the sales call. • Practice sales call planning. • Identify buying motives. • Practice sales call planning. • Implement different approaches and presentation techniques. • Transform features into benefits that satisfy partner’s needs. • Sharpen questioning techniques. • Handle customer’s responses and resistances. • Develop various types of closes. • Use visual aids. • Utilize observation skills. • Practice how to sell to a busy customer ( short call ).
Objectives • To sharpen the skills, abilities & behavior in selling for participants in order to sell better & improve professionalism.
What is selling? • Act of persuading another person. • Process of inducing & assisting. Personal or Impersonal Based on WIN – WIN situation Selling a situation of persuasion Personal : Face to Face communication. Impersonal : Involve no face to face communication.
Need / Motive Need Need Creation or Uncover Satisfaction Motive Is what causes people to act
Features / Benefits Specifications of a product or service. Features: Benefits: Value to the customer. Benefits Customer always buy
Buying Motives • To buy = To satisfy a need. • We know 6 buying motives which are EQUAL IMPORTANCE. • To find out buying motives, ASK QUESTIONS. • Let customer buy for HIS reasons, not yours!
Buying Motives Possession 1- Making a Gain 2- Avoiding a Loss Experience 3- Having pleasure, enjoyment, comfort ,convenience 4- Avoiding pain, worries, problems Recognition 5- Boosting self-satisfaction, pride 6- Gaining social approval, prestige
Steps of a Sales Cycle Before the call 1- Prospecting. 2- preparation. During the call 1- Approach 2- Presentation 3- Responses 4- Close Post call 1- Analyze
Before the call Prospecting Qualifying, classifying / categorizing them
Before the call Preparation First part : Setting your objectives What do you want to sell? S Specific M Measurable A Ambitious R Realistic T Timely limited Objective
Before the call Preparation Second part : Planning the call Prepare : 1- Approach 2- Questions to uncover needs & verify assumptions 3- Benefits to satisfy needs 4- Responses to possible reactions 5- Use of visual aid 6- Ways of closing / gaining commitment Plan your work then work your plan
During the call 1- Approach 2- Presentation Probing ( Open & closed ) Reinforcing 3- Customer Responses 4- Closing
What is Approach ? Skill of capturing the customer’s attention & focusing on the sales call. Why ? Secure access Gain attention Create positive interest Parts ? 1- Greeting / Introduction 2- Techniques Address buyer’s needs Step 1 : Identify a known or presumed customer need Step 2 : Propose a feature & benefit that satisfy this need 3- Ask a questions Why Questioning in Approach? 1- To gain attention 2- Brings customer into presentation 3- To confront the customer with a topic of his interest Approach ( Opening )
Presentation -The purpose of this step : To satisfy the customer’s needs / buying motives with the features & benefits of our proposal ( product ). -Built on : Positive Two-Way communication.
Presentation First step of presentation : -To uncover customer’s need by Effective use of QUESTIONS Second step of presentation : -To start matching product BENEFITS with customer’s NEED / WISHES in order (Reinforcing) -To find the decisive BUYING MOTIVE
Presentation We help the customer to make a buying decision! We know: The feature of our product ( What it is/has ). We define: As many BENEFITS of our product as needed or as enough ( 6 buying motives! ) ( What it can do ). We look for: The customer’s BUYING MOTIVE and match our benefit with his need.
What is probing? Probing is the skill of questioning To uncover customer needs & concerns
Type of Probes Open probe : A question that invites as extended explanation. Closed probe : A question that can be answered in a single word, often “YES” or “NO” Never start with closed probe
Probing Strategy With communicative customer Customer signals Selling Skills
Sequence of Questioning Questioning phase discover customer needs/buying motives Here you should know enough If answer is NO ask another open-Ended Question Presentation phase, Check if specific benefit meets Close ,Ask for order/Commitment
CorrelationSales Success/ % of QuestionsVersus Statements 80% questions 20% statements Ideal for most successful sales calls! % Sales Success Average Most sales reps Ideal composition of a conversation % Questions (versus statements)
Reinforcing Reinforcing is: The skill of satisfying customer needs with product features & benefits. Reinforcing firmly establishes you as a problem-solver and shows the customer why your product is needed.
Reinforcing What are the signals that tell you when to reinforce? • A clear need stated by the customer in his own words. • Confirmation by the customer of a presumed need that was first expressed by you in a closed probe.
Reinforcing Steps of Reinforcing : Step 1: Paraphrase the customer need -Express direct agreement -Restate the customer need Step 2: Propose a feature and benefit that satisfy this need.
Customer Responses 1- Positive customer responses. 2- Positive / Negative customer responses. 3- Negative responses.
Positive customer responses • Prospects voice inflections and positive comments. Seller’s reaction: Praise and show approval for “Nice” comment / answer Examples: • I’m very glad you mentioned this. • I’m very pleased to hear that.
Positive customer responses B) Statements which show hesitation Using terms or starting statements like: -” I suppose that…” -” I probably should…” -” I hardly believe that…” -” May be…” -” Perhaps..” -” It seems...” These statements are not rejections of your proposal. They only express hesitation, doubts ,misgivings ,but are also signs to keep selling; the prospect wants to know more about your product/proposal. Perhaps move on to another benefit. Seller’s reaction: Isolates doubt by questioning, then eliminate it and change to another benefit / advantage.
Positive customer responses C) Prospect continues talking, but makes statements not appealing to you That means he is talking without dissatisfaction. If the prospect is still talking about the product, he has some interest in it. Statements that do not directly state a dislike or a disapproval of your proposal or product, should be considered positive. Seller’s reaction Let the prospect talk, then point out another benefit; might also be an opportunity to close.
Positive customer responses D) Non-verbal customer behavior • If he is looking at your visual aid, sample, plan. • Keep an eye on body language, whether it expresses rejection, inquisitiveness, approval. • He will often signal interest through body language while being verbally skeptical. Or - He makes a verbal positive statement and signals disinterest through body language.
Positive / NegativeCustomer response Statements with a positive and negative aspect Examples: • “Yes, but…” • “I agree although…” • “I like that, however…” • “It’s an excellent product, but…” Seller’s reaction: Pick up on the positive only use it, just ignore the negative portion!
Negative response There is four types of customer resistance: • Misconceptions. • Real objections. • Lack of interest. • Skepticism.
Misconception A misconception is a customer’s incorrect negative assumption about your product or company, due to a lack of correct information. Strategy for dealing with Misconceptions: Step 1: Probe to clarify the customer’s concern. Step 2: Tactfully provide the correct information to resolve the misconception. Step 3: Emphasize the positive information you have provided.
Real objection A real objection is resistance based on a legitimate shortcoming or disadvantage of your product. Strategy for dealing with real objections: Shift the balance in favor of your product benefits. Step 1: Probe to clarify the customer’s concern. Step 2: Acknowledge the customer’s concern. Step 3: Reduce the impact of the shortcoming on the customer. Step 4: Emphasize the benefits of the product.
Lack of interest Lack of interest in your product is almost always due to satisfaction with a competing product. Strategy for dealing with lack of interest: • Use series of closed probe to uncover areas of customer need. • Selling against the competition. • Turn an area of dissatisfaction with the competing product into an area of need for your product . • When you uncover a customer need your product can satisfy, you reinforce it.
Skepticism Skepticism is disbelief that your product can really provide a benefit that you say it can. Strategy for dealing with skepticism Step 1: Emphasize the benefit in question. Step 2: Prove the benefit. Step 3: Explain the benefit.
Typical buying signals • Yes, I like your product … • I think I could use it … • It sounds good to me … • Who else is using it … • I may need to order 100 packs. • How about delivery. • It’s easy to apply. • Do I have to decide at once. • How much does it cost …
Closing ( Gaining Commitment ) It’s the skill of obtaining the customer’s agreement to act by asking a closed ended question. Type of requests: Trial Use: to get the customer to use the product on a trial basis. Continued-Use: to get the customer to continue using the product at the same level. Extended-Use: to get the customer to use more of the product.
Types of closes 1- Direct close. “ How many packs of this product do you need this month?” 2- Either /or close. “ Do you want red or blue one?” 3- Step-by-step close. Help the customer to decide. 4- Summery close. Review by summery the accepted benefits only ( Don’t add anything new ) 5- Incentive close. “If you order now, you'll get additional 5% discount”
Six Prerequisites before closing 1- prospect completely understood your offer. 2- Real buying motive found out and addressed. 3- Customer has confidence in you & company. 4- A well prepared close. 5- The right timing. 6- Customer has the authority to buy. Win-Win Situation
Post call analysis Main objectives of post-call analysis : • To initiate action / follow through on promises. • To make a personal evaluation of your sales call. • To help you in your prospecting. • Set sales call objectives for your next call.
Visual Aid We remember 10% of what we hear We remember 20% of what we see We remember of what we see & hear simultaneously 65%
Visual Aid When using a visual aid: • Illustrate one point only. • Relate to prospect’s needs. • Keep control of visuals. • Make it coincide with what you say/want to stress. Keep it clean & ready for use.
The Short Call Purpose: To male maximum use of limited time with the customer. Constraints: A time-pressured customer will want information, not conversation.
The Short Call Strategy: 1- Present product features & benefits to meet known or presumed needs; 2- Ask for action as soon as possible; 3- Attempt to expand the length of the call whenever possible.
Practical steps for Short Call Introduce yourself Customer gives a time limit signal Open the call Present additional features & benefits Ask for action