selling skills ppt 830

11

SELLING SKILLS

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What Kind Of Customer are You?What Kind Of Customer are You?

Customer Centric Selling

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"The most successful people in any industry "The most successful people in any industry are seldom the smartest or best are seldom the smartest or best

looking...they're the people who can sell"—looking...they're the people who can sell"—Len FoleyLen Foley


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What is selling?

Selling is taking an idea, planting the idea in your customers minds and making them feel they thought of it..but do it ethically.

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Six Selling Themes

Differentiate Customers - Bank Accounts

Design Differentiated Offerings –Credit Card

Keep Existing Customers - ATM-Debit Card

Exploit Cross Potential – Other Bank customers

Exploit Loyalty Potential –-Debit Card

Maximizing Life Time Value – Lifetime free credit card

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Competitive AdvantageCompetitive AdvantageSomeone can copy your business strategySomeone can copy your business strategy

Someone can copy your marketing ApproachSomeone can copy your marketing Approach

Someone can copy your productSomeone can copy your product

Someone can copy your manufacturing capabilitiesSomeone can copy your manufacturing capabilities

Someone can copy your market accessSomeone can copy your market access

No one can copy your knowledge and relations with your customers

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Core Processes

Retain current customers

Sell more to current customers

Acquire new customers

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Core ProcessesCore Processes

Retain current customer

Sell more to current customers

Acquire new customers

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Relation between acquisition Relation between acquisition costs revenues and marginscosts revenues and margins

Lifetime valueReferrals

Increase of margins

Cross selling

Additional Turnover

Basic turnover

Acquisition costs

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Customer Centric SellingCustomer Centric Selling

Customers are:Customers are:

More AwareMore Aware

More demanding & More demanding & powerful.powerful.

Less LoyalLess Loyal

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Selling to an Existing & a New Customer

Role Play


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Customer Centric SellingCustomer Centric Selling

The Customer Centered Decision CycleThe Customer Centered Decision Cycle

SatisfactionSatisfaction

AcknowledgementAcknowledgement

DecisionDecision

InvestigationInvestigation

SelectionSelection

ReconsiderationReconsideration

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The Only Two Things Customers Ever Buy

•Good Feelings

•Solutions to problems

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Tracking Decision Making Tracking Decision Making ProcessProcess


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The Customer Centered Selling The Customer Centered Selling CycleCycle

Research StageResearch Stage

Analysis StageAnalysis Stage

Requirement StageRequirement Stage

Confirmation StageConfirmation Stage

Specification StageSpecification Stage

Solution StageSolution Stage

Close StageClose Stage

Maintenance StageMaintenance Stage

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Research StageResearch Stage

Determine the decision makerDetermine the decision maker

Basic InformationBasic Information

Earn the customer’s TrustEarn the customer’s Trust

Ask Questions which play to your strengthAsk Questions which play to your strength

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Analysis StageAnalysis Stage

• The intent of selling is to protect the The intent of selling is to protect the customer from ‘what if’ not ‘what is’.customer from ‘what if’ not ‘what is’.

• If they cry;they’ll buyIf they cry;they’ll buy

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Requirement stageRequirement stage

Discover the SolutionDiscover the Solution

List & Confirm NeedsList & Confirm Needs

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Confirmation StageConfirmation Stage

Test UnderstandingTest Understanding

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Specification StageSpecification Stage

Lock out misunderstandings & CompetitionLock out misunderstandings & Competition

Commit to SpecificationsCommit to Specifications

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Solution stageSolution stage

Recommend a SolutionRecommend a Solution

Provide AlternativesProvide Alternatives

Gain An AgreementGain An Agreement

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Close StageClose Stage

Reinforce benefitsReinforce benefits

Ask for LeadAsk for Lead

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The Customer Centered Selling Cycle

Maintenance Stage:

After Sales Service

Remember if you are not watching the customer somebody else may be

watching

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Customer Centric Customer Centric SellingSelling

What to do when the customer cannot What to do when the customer cannot make up his mind? make up his mind?

The customer does not know everything The customer does not know everything about everything he buys.about everything he buys.

Don’t give the customer too many Don’t give the customer too many optionsoptions

Example : CameraExample : Camera

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Customer Centric Customer Centric SellingSelling

What to do when the customer raises What to do when the customer raises obstacles or objections to buying?obstacles or objections to buying?

When they object give them more When they object give them more

Solutions & good Feelings.Solutions & good Feelings.

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People Hate to be Sold But Love To Buy


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Sales SecretsSales Secrets

2 Magic Words for Sales Success 2 Magic Words for Sales Success Stop….. SellingStop….. Selling

The reason why Everyone wants to buyThe reason why Everyone wants to buy Because they only care about what interests them.Because they only care about what interests them.

How to Turn Every person into a Life long customer.How to Turn Every person into a Life long customer. Active ListeningActive Listening

Your customers are desperate to be heard & acknowledged!

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What is Cross Selling ?

Selling our existing customer a different product

For e.g: If we have Mr.X holding a Credit Card we can convince him to open a saving account with us

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Understanding the type of customer

Creating a want in the customer

Suggesting product according to his needs and pushing the right product

Highlighting on the unique selling points of the product

For e.g: If Mr B is a senior citizen you can cross sell a Fixed Deposit which is carrying good rate of interest which are flexible also

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One stop shop for customers


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Cross sellingRole Play

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Cross selling


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Thank youThank you

selling skills ppt 830

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