selling skills by m. ameen

7/29/2019 Selling Skills by M. Ameen

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Selling skills

By

MUHAMMAD AMIN


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Customer needs

Focal point of any sales transaction

Sales persons objective

Find out those customer needs and then satisfy

them

Need satisfaction selling


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Selling is a process of satisfying customer needs

With appropriate benefits of your product

Customer has

needs



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Program overview

Unit-1

Unit-2


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The selling process involves following skills:

To get customers attention

To uncover customers needs

To satisfy uncovered needs with

appropriate products benefits

To secure customer commitment



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Unit-1


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Opening



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Getting undivided customerattention is the essential Pre-requisite for an effective salesconversation



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The successful openingof a sales call dependsUpon your ability to get

customersattention


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In the beginning of a sales call, you try to sellnothing but

You try to build rapport with your customer

The acceptance of your presence

&


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Opening remarks:

A statement of mutual interest

A general benefit statement

Reference to previous call

A statement of purpose

A probe for agreement



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The greeting

Reference to previous discussion or introduction

State purpose of visit



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Probing



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To uncover customer needs that canbe satisfied by a product benefit

Build or check customer receptivity



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Probing & Listening



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PauseReflective StatementOpen End Question

Built in ResponseQuestionEncouraging Statement



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Open probes



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Open probes

A general question used to gather information

about the customer and his situation

An open probe encourages the customer tospeak freely about a topic of his / her choice



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Open probes

OPEN END QUESTION1. Can be answered with series of words.2. Usually requires a thought process

and involvement answer .

3. Often opens up the communication forfurther exploration.

Open End Question starts with :What , When , Why , Where , Who



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A question than steers the conversationto the topic of your choice

A close probe limits the customer response to a

very short answer; Usually ayesorno



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To direct the conversation to a topic of your choice

Closing of a call

When customer is not responsive to open probes

Open probes do not get desired information

To confirm customers needs



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Active listening

Active listening enables us to:


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Importance of active listening


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Be brief: dont talk more than necessary

Be calm and composed

Avoid any sort of distraction

Control your body language

Avoid signs of nervousness, or unrest

Dont play with the writing articles etc

Dont desire to cut your customer short

Few rules of active listening


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Dont look at your watch

show genuine interest and respect to what yourcustomer says

Wherever possible, restate or rephrase whatyour customer has said

Few rules of active listening

Keep an eye contact


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Unit-2


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The purpose of every sales call is to lead to a successful

close

You probe to uncover need

You support these needs with your product

benefits in order to:

Reinforce the idea that you are a problem solver

Show that customer needs are important to you



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Your customer reveals a need that can be

satisfied by your product benefit

Your customer gives favorable remarks about yourproducts / services / company



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Your customer gives un-favorable remarks

about your products / services / company

Your customer shows satisfaction about competition

Your customer reveals a need that can not be

satisfied by your product benefit



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Rephrase the need your customer has revealed

or agree with the customer

State the benefit that satisfies the need



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FEATUREWhat is it ?

ADVANTAGEWhat it does ?

BENEFITWhat is in it for me ?



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A complete benefit statement has

three recognizable features

ustomer

anguage

ction



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Closing



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Reminding the customer of agreed product benefits

Serves the purpose of:

It is here that you test whether or not you have

Been able to uncover customer needs

Securing customers commitment



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When the customer has indicated his willingness

When to close?

Verbal

Look and listen to the

Non-verbalClues



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Watch following customer reactions:

When to close?



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Summarize the benefits the customer has agreed

How to close ?

Ask for a commitment

Beware of over selling



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How to close ?

To make a complete summary you must rememberall the benefits accepted by the customer

Use a positive language



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Maintain a positive language

Do not express doubt, hesitation, uncertainty



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Remain calm and confident

Some general recommendations for closing

No further statements after close

Do not show excessive gratefulness

Appreciate your customer's confidence inyour product



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Another need revealed

Support new need with benefit Customer satisfied

Close again

Customer needs are not satisfied What should you do?

Probe to find out why?

What to do when close fails?



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Close

Open

Probe

Support



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Call

objectiveAchieved

Close Again

Customer does not accept

Probe to find out-why ?

Uncover

Support

Close


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