Salesmanship Module

Three Keys to 

Professional Selling

Key: Before you sell, you  must be all SET

• S kill
•  Understand how your product can solve the customer’s problems. Propose the best solution for the customer. Know your product inside and out.
• E mpathy
• Don’t focus on yourself, focus on the customer. Find what the customer’s problem are, and what are important to him. Suggest solutions to the customer’s problem
• T ransparency
• Tell the truth including the positive and the negatives. Don’t pretend to know something you don’t. Don’t exaggerate, don’t deceive.

Steps in Selling

Key: Remember, in selling, be WISE!

W arm Up

        Give customer full attention,exchange names, thank customer, ask permission to ask  question, and explain reason for asking. 

I nvestigate

    Use different questioning techniques

S olve

   Use benefits not features to handle objections, use “PERFECT”

E nd

    Suggest specific action (Uses SPAR closing technique). Thank the customer.

Pro-active Listening

Key: Use EARS when you listen!

E ncourage 

     Use short phrases or sentences to encourage the customer to keep talking e.g., “ Go on…”,  “Yes…” , “I see…”, “Tell me more about your situation.”

A ffirm Feelings

     Empathize by reflecting the customer’s feelings e.g. “Sounds like you’re concerned about…” “ You sound excited about…”

R eflect Content 

      Paraphrase or restate in your own words what the customer has told you e.g. “Sounds like you’re, “So if I understand your situation…”

S ummarize 

     Periodically summarize key points in the conversation. Be sure to summarize your agreements and the next steps before ending the conversation.

Speaking Skills

Key: To be understood, be willing to pay the PRICE

P itch

       Use Mid low pitch is more pleasing to listen to and convey a more sincere message. High pitch can be irritating.

R ate

       Empathize How fast or how slow you speak. Try  not to speak too fast nor too slow

I nflection

        Inflection is putting emphasis where you want it placed. Changes in vocal inflection can actually convey very different messages.

C larity

       Make it a point to pronounce your E’s, P’s, B’s, T’s, V’s and other letters/ words. Useimple, everyday language. Stay away from company jargon.

E motion

       The attitude or the tone projected in your voice is 85% of our verbal communication isbases on the tone and only 15% is based on words.

Investigating

Key: During the investigating stage get BITS of information!

B e friendly

         Vary your tone and pacing depending on the situation; use PRICE. Maintain an “open” body language; lean forward a bit.

I nterrogation -Style should be avoided

         Rapid, “machine gun” type of questioning should be avoided. Punctuate the discussion with some emphatic statements like: “You sound really excited about…”

T wo types of questioning

         Inflection is putting emphasis where you want it placed. Changes in vocal inflection can actually convey very different messages.

S how interest

         Maintain eye contact, nod once in a while. Thank the customer for the information provided.

Solving

Key: Customer  objections provide the PERFECT opportunity to explain the product further

P icky

      Customer still has an issue, explain how the benefits outweigh the issue that he has.

E xpensive

      Explain they get more value for money if they avail of the product.

R ush

       Let them experience the speed and efficiency of your technology.      

F uzzy

       Apologize and explain the feature that may be confusing him.

E xperience

       Listen to his bad experience and say “Can you give me the opportunity to change your perception the service?” Apologize and explain the feature that may be confusing him.    

C ontented

       Ask what makes him happy and show that it can be improved. 

T hree F's 

       Use  the classic feel, felt, found method to overcome most objections.

Solving

Key: Solving the problem UPS the chances of a sale

U se Benefits, not Features

•Benefits have greater selling power

•Feature: Distinct or outstanding quality of your product/ service

•Benefits: Anything that contributes to improvement or become an advantage to your customer.

P areto Principle

• 80% of clients are interested in only 20% of your products features. Remember that customers should not be given a barrage of benefits.

S ell-Up Sell and Across

•Use link phrases to help customer with other possible problems. 

Handling Irate Customers

Key: HOPE for the best! 

H ear them out

• Use active listening skills (EARS).

O ffer Apology

• Say sorry, empathize, especially if it is really is your mistake. “I’m truly sorry for the mistake and the inconvenience it may have caused.”

P ropose Solution

           • “We’ll prioritize your requirement and promise to send it to you at the soonest possible time.”

E valuate procedure

           •To prevent similar complaints, use business process improvement. 

Closing Techniques

Key: In Ending a call, SPAR, don’t fight with the customer!  

S econdary

•  Always give the customer a choice between something and something. 

P ossession

• Combine customer’s image of himself enjoying your product and assumption close  e.g. “Who among your family members do you think will enjoy these unique and important privileges?”

A ssumption

           • Assume the sale or the purchase decision has been made, e.g., “When would you like us to deliver?”

R elevant Story

           • Powerful because people like stories. Simply tell a story about a customer who followed your advice and was happy with the outcome. Or tell a story of someone who ignored your advice and was sorry. 

ENDING

Key: A good ending, STIRS the interest of the customers! 

S et Realistic Expectations

• Under promise and over deliver. 

T hank Customer

• Show your appreciation for the customer’s time and effort.

I nformation Should be Complete

• Capture all the important information –correct names and contact numbers, dates and time to follow-up date etc.

R epeat main points

• Summarize the discussion ; emphasize next steps. This sounds profession and helps clients remember.

S eek Referral

• Quality leads prospects come referral. 








By: Maricelle Esguerra- Araga