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Sales tips

 What are sales ?

 Merriam-Webster
 Operations and activities involved in promoting and
selling goods or services.
Visible Traits of sales people
 Good Listeners
 Confident
 Friendly
 Persistent
 Optimistic
 Know their Product
 Know the Process
 Understanding Customer Objections
 Questioning Skills
 Negotiating Skills
Qualities of outstanding sales
people
1. They are ambitious
2. They are courageous
3. They are committed
4. They see themselves more as consultants than
salespeople
5. They are prepared
6. They engage in continuous learning
7. They are responsible

And above all they always close the deal.


Conversation control
 Before you ask questions to get the buyer to open up or
talk about how you can help, you have to build rapport.
The question is why ?
The answer is that people buy from people they like.
 You know you need to ask questions to uncover the
prospect's pain points.
The question is why ?
Your job is not only to uncover the prospect's needs and
pains, but it's to also uncover their aspirations and
goals. Get your prospect to open up, and this is the
important part and share their hopes, dreams, and
desires and then show how you can help them achieve
their goals.
Conversation control
 Make the impact clear.
The question is why ?
If you don't make the business case, you won't make
the sale. If the prospect doesn't see the value of your
solution and you've got to be very clear with what that
value is, they will not buy it.
 Paint a picture of the new reality.
The question is why ?
you must paint a picture of what their new world will
look like. How will it be better? In your sales
conversations, help them visualize the other side and
build excitement around it. In so many words describe
it.
Conversation control

 Balance advocacy and inquiry.


The question is why ?

Sales conversations require give and take. You have to get


the prospect talking so you can fully understand their
situation. You also need to take what the prospect says and
communicate recommendations based on your expertise to
help them see how you can help. In each and every sales
conversation you have to balance how much you talk and
how much you listen.
Conversation control
 Build on the foundation of trust.
The question is why ?
Trust is the foundation of sales success. A buyer will
not open up and share their needs if they don't trust
you. You will not win the sale if they don't trust you.
 Plan to succeed.
The question is why ?
Set the table for success by going into each sales
conversation with a plan. Do your homework and
know what you want to get out of the conversation. If
you go into each conversation well prepared and
planning to succeed, you will be much more likely to
make the sale.
You need to ask questions

STOP RELYING ON BROAD, NON-SPECIFIC


QUESTIONS
Most sales reps rely on the same three types of sales
questions:
 General fact-gathering questions
 Goal assessment questions
 Safe, flattering questions to build rapport
While these are ok, there are more specific forms of
questions which can be utilized to better effect.
You need to ask questions
1. FACT-GATHERING QUESTIONS
Ask one or two fact-gathering sales questions to
gather background, insight and context that’ll help you
learn about how your prospect’s unique business. Any more
will make you look unprepared.

E.g what is your competitive edge ?

2. GOAL-ASSESSMENT QUESTIONS
Use goal-assessment questions during the discovery process
to reveal what the prospect wants to achieve. This might be
a personal goal, like a promotion, a functional goal, like
meeting a sales goal that quarter, or even a company-wide
goal, like increasing customer retention or lead quality.

E.g what do you hope to accomplish during the next year ?


You need to ask questions
3. PRIORITY QUESTIONS
Priority questions uncover the buyer’s most important goals
and challenges. A well-crafted priority question is a great
follow-up to a series of goal-assessment questions. Don’t
assume that you know the prospects’ priorities based on
past customer experiences and treat each prospect as
unique.

E.g What would you like to achieve this quarter?

4. THOUGHT-PROVOKING QUESTIONS
Effective thought-provoking questions reveal new
information and ideas to the prospect, potentially re-framing
their worldview

E.g expressed as did you know or have you heard ?


You need to ask questions

5. HYPOTHETICAL QUESTIONS
Hypothetical questions get the prospect to visualize the
future without your solution. Example questions (framed
in the negative): “What happens if you don’t achieve
[PRIMARY GOAL]?” or “Would you be concerned if your
situation hasn’t changed over the next few months?”
Then use positive Hypotheticals to show how your
product or service will improve their business.

E.g What happens if you don’t achieve a particular goal ?


You need to ask questions
6. CLARIFYING QUESTIONS
Unlike other types of sales questions, clarifying questions
are often closed-ended queries. These questions help
confirm past answers and make sure you’re reaching the
right conclusions. It’s best to ask these types of
questions right after the prospect has revealed key
information or pivotal fact.

7. OBJECTION-SURFACING QUESTIONS
GET STRAIGHT TO THE POINT
Objection-surfacing sales questions include “What
reservations do you have about [specific detail of the
product]?” and “Are you ready to move forward?” These
questions will reveal any pain points inside the sales and
clues of how to position yourself when in the buying process.

E.g Are you ready to move forward?


Selling skills
1 – Product Knowledge
 Explain in detail how it works
 What business value it offers
 This attribute defines the top 1%

2 – Building rapport
 Trying to build a connection with a hostile stranger on the
phone ?
 Personality based instant rapport
 Seek common ground in advance
 Empathy based approach
Selling skills
4 – Active Listening
 People can usually tell if you’re really listening to them
 The good part is most people appreciate a good listener
 Great listening skills can help sales representatives empathize
with prospects to learn more about their business and needs.
 With that knowledge, they can then sell more effectively and
offer a better solution.

5 – Communication
 Its what you say and more importantly, how you say it
 Tone of voice is very important
 Good sales reps mirror their clients, words and body language
 Adept at reading people
 Let your emotion and personality shine through, so that the
other person is interested in talking to you
Selling skills
6 – Time Management
 Prioritize
 Concentrate on the most promising ones, and not waste too
much time on a deal that isn’t going anywhere
 There will be only so much time you will have to complete a
call
7 – Objection Prevention – 2 approaches
 Handling objections
 Even the best reps can’t prevent every objection, so it’s
important to help your team prepare for objection handling
 The art of proactive “Objection Prevention”
 Think ahead by studying what typical objections come up in
most cases and prepare rebuttals before hand.
Telesales Etiquette
 Be courteous
 Be professional
 Be respectful
 Be honest
 Be trustworthy
 Be confident
 Be competent
 Be interested
 Be neutral
 Be flexible
Sales call

 1. Preparation Prior to Sales Call


 2. Greeting and Introduction
 3. Qualifying
 4. Surveying
 5. Handling Objections
 6. Presentation
 7. Closing
 8. Customer Maintenance
Sales call

 1. Preparation Prior to Sales Call


 Did I:
 Answer the three important pre-call questions:
A. What is the goal of the call?
B. What do I need to find out during the call?
C. What's the next step after the call
Sales call
 2. Greeting and Introduction
 Did I:
 Find out about the prospect's personal interests,
hobbies, family and so on?
 Bridge to the business topic smoothly?
 Listen more than I spoke? (Ideally, you should spend 80
percent of your time listening and only 20 percent
talking.)
 Ask the customer about their business goals?
 Ask the customer what challenges the company is
facing?
Sales call
 3. Qualifying
 Did I:
 Find out who the decision-makers are by asking "Who
else besides yourself might be involved in the decision-
making process?"
 Ask Find out how and why they made the decision for
their current product or service (assuming they are
replacing a product or service)?
 Find out what their time frame is?
 Find out their specific needs?
 Ask if they could change something about their product
or service, what would it be?
Sales call
 4. Surveying
 Did I:
 Ask open-ended questions (who, what, where, when,
why, how, how much, tell me about it, describe for me)?
 Ask what's important to them?
 Ask what risks they perceive?
 Ask how we can help solve their problems?
 Ask "what if?" questions?
 Ask what their short-term and long-term goals are?
 Ask how I can become their most valued vendor?
 Ask what is our next step?
 Establish a specific follow-up schedule?
 Parrot the prospect to encourage him to expand,
elaborate and go into detail about each answer?
Sales call
 5. Handling Objections
 Did I:
 Listen to the entire objection?
 Pause for three seconds before responding?
 Remain calm and not defensive?
 Meet the objection with a question in order to find out
more?
 Restate the objection to make sure we agreed
(communication)?
 Answer the objection?
 Complete the six-step process?
1. Listen
2. Define
3. Rephrase
4. Isolate
5. Present solution
6. Close (or next step)
Sales call
 6. Presentation
 Did I:
 Prioritize the prospect's needs?
 Talk about benefits to the customer?
 Use layman's terms?
 Link the benefit to the prospect's needs?
 Verify each need before moving on?
 Present myself, company and product in a positive light?
 Re-establish rapport?
 Give a general overview of the product or service?
 Summarize the prospect's needs and how our product or
service meets those needs?
Sales call

 7. Closing
 Did I:
 Get the customer to identify all possible problems that
might be solved by my product or service?
 Get the customer to identify the value of solving the
identified problems?
 Get agreement that the proposed solution provides the
values identified?
 Ask for the order ("Why don't we go ahead with this?")?
Sales call

 7. Closing
 Did I:
 Get the customer to identify all possible problems that
might be solved by my product or service?
 Get the customer to identify the value of solving the
identified problems?
 Get agreement that the proposed solution provides the
values identified?
 Ask for the order ("Why don't we go ahead with this?")?
Last minute tips
TIPS AND SUGGESTIONS
 Note down any observations you may have. It will help
you eventually.
 Avoid the itch to get through the day.
 Work on your accent as much as you can
 Don’t think of it as just a job, it will teach you a very
useful skill which will serve you well in the future
 Remind yourself not to get negative or jaded
 Try not to sound robotic or nasal
Last minute tips
 Don’t sound patronizing, it’s a turn off
 Work on your introductions
 No begging or pleading
 Avoid the use of slang, proper English with short and
concise statements.
 Proper courtesy is must
 Try to avoid using sir / maam too much.
 Bad data is not the answer
 Respect the customer
 Come to work rested and fresh with the correct state of
mind
Last minute tips
 Negative sentiment against such calls from one of those
people from one of those places
 You must persist
 Avoid flattery and humor as much as you can
 Don’t do your duty as if you are going through the
motions or the bare minimum.
 Remember, its always that little extra effort
 Discouraged ? Don’t be, its takes a while to get to the
top of the pyramid. Its not a level playing field
 Don’t give up on a customer, persist.
 Pleasantries are ok, but it is better to approach
customers in a matter of fact sort of way
Last minute tips
 Don’t talk over the customer, in other words, do not be
the dreaded over talker
 The customer should not ask who you are or where are
you calling from a second time. The first time should be
correct
 Launching into a script without rapport building with the
customer is not preferred
 Customer skeptical, monosyllabic answers, that’s
normal, you have to get past that
 Mind your grammar
Thank You!

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