House Rules

• Be punctual.
• Put mobile phones / radios on the silent mode.
• Participate in all activities. Be 2x present.
• Be attentive to the speaker. Speak one at a time.
• All questions, concerns, reactions & comments shall be
directed towards the facilitator & not to your seatmates.
• Remember: A short pen & paper is better than long
memory.
 Welcome
Jett Water Heater Co., Inc.

Working S.M.A.R.T.
Workshop-Seminar
 Points to Ponder

Newton D. Baker - The man who graduates today and stops

learning tomorrow is uneducated the day after.
Julian Huxley - Experience is not what happens to you,
It is what you do with what happens to you.

Benjamin Disraeli - To be conscious that you are ignorant is a

great step to knowledge.

Elmer Leterman - The man who knows how will always find a
job, but the man who knows why, will be the boss.

Henry David Thoreau - It’s not enough to be busy; so are the

ants. The question is: What are we busy about?

Food for Thought

 Why Sales People (SEEMINGLY) Have

Less UCCESS

THEY KNOW BETTER

BLAME EVERYTHING EXCEPT THEMSELVES
HAPPY TO ESCAPE OBJECTIONS
RELYING TOO MUCH ON IMPROVISATION/BLUFFING
NO FOCUS

T
Attitude A mental disposition regarding
certain object, person or situation.

“The longer I live, the more I realize the impact of attitude on life.
Attitude to me, is more important than facts.

It is more important than the past, than education, than money,

than circumstance, than failures, than success, than what other
people think say or do. It is more important than appearance,
giftedness or skill. It will make or break a company...a church...a home.

The remarkable thing is we have a choice everyday regarding the

attitude we will embrace for that day. We cannot change our past...
we cannot change the fact that people will act in a certain way.
We cannot change the inevitable. The only thing we can do is
play on the one string we have, and that is our attitude.

I am convinced that life is 10% what happens to me and 90% how I

react to it. and so is with you...we are in charge of our attitudes.”
Charles Swindoll
In most circumstances, a Sales Person has only seconds to make a
good first impression. Knowing the non-verbal and verbal
messages you send can help you put your best foot forward.

THE FIRST IMPRESSION

is generally formed during the approach segment of the
presentation
What do I look like ?
What do I sound like ?
What do I say ?
How well do I listen ?

A well written speech or carefully considered presentation may

have little impact if facial expression, posture, tone of voice, and
other visual and vocal cues are not in sync with the message
 THE ABCs of SALES PROCESS
Yourself - Visualization
Logistics Sample Computation/s
All Updated Materials/Collaterals/P. List
Preparation - Product Knowledge / Market Facts

Identification of
Decision Maker/s
Prospecting Pre-Qua Presentation Workables Close
* Prospect MONEY Sell Yourself 1. Negotiation K.I.S.S.
* Suspect AUTHORITY Sell Product/Brand 2. P / T / D
3. D / I
NEED Convenience, Lifestyle 4. C / C
-Product Knowledge 5. Y / N
MONEY
-Buyer Needs Analysis
AVAILABLE
-Features-Advantage-Benefits
NOW
-Handling Objection
-General Knowledge/Market Facts
-Closing
 BARRIER
WALL
STEREO TYPING
DOUBT
RESISTANCE
SALESMAN
CLIENT
Sell Yourself , Brand, VERBAL
Comfort, Convenience, Lifestyle Semantics / Syntax
-Product Knowledge/Market Facts NON-VERBAL
-Buyer Needs Analysis Reflex Mechanism
-Features-Advantage-Benefits FEELING TONE
-Handling Objection
Inflection
-Closing
 STEPS OF THE SALES
PRESENTATION
INTRODUCTION
WHO YOU ARE, YOUR PRODUCT
FAVORABLE ATTENTION
SHOW SPECIFIC VISUAL AID OR BROCHURE
AROUSE INTEREST
(ICR) INTEREST CREATING REMARK
CITE FEATURES, SELL BENEFITS
FACT FINDING
PRE-CALL INFO’s, UNCOVER WANTS & NEEDS
DETERMINE NEEDS
CATEGORIES/SERVICES MATCHING
WHAT KIND OF PROSPECTIVE BUYER IS HE?
PRESENT PROPOSAL
RECOMMEND : CATEGORIES OR SERVICES
THAT WILL MEET HIS NEEDS
CLOSE
SECURE THE ORDER FORM
 FEATURES AND BENEFITS
FEATURE :
A salient point. U.S. slang which means to imagine, fancy.
Given special prominence, Highlights. Tangible

BENEFIT :
A desirable end result. Profit. To gain advantage . Intangible

Most will buy to PROFIT :

Profit means different things to different people. The word makes
sense to us, it may not make a lot of sense to the small mom and
pop operations. We need a new word such as “take home money”
or “clear profit for you” to make their understanding easier.

Others will buy to PRESENT AN IMAGE or a LIFESTYLE :

PRIDE will be the key factor in this case. civil pride, association pride.
When pride is easily identified, the customer should be motivated by
a picture of himself enjoying your product or services.

Others buy because THEY CAN’T AFFORD TO BE LEFT OUT :

Uncover the Need, create a Need, and supply the Need
 DON’T SELL ME “THINGS”
DON’T SELL ME CLOTHES.
SELL ME NEAT APPEARANCE... STYLE... ATTRACTIVENESS.
DON’T SELL ME SHOES.
SELL ME FOOT COMFORT AND THE PLEASURE OF WALKING.
DON’T SELL ME A HOUSE.
SELL ME A HOME THAT HAS COMFORT, CONTENTMENT.
DON’T SELL ME BOOKS.
SELL ME PLEASANT HOURS. THE PROFITS OF KNOWLEDGE.
DON’T SELL ME TOYS.
SELL ME THE PLAYTHINGS THAT MAKE MY CHILDREN HAPPY.
DON’T SELL ME TIRES.
SELL ME THE FREEDOM FROM WORRY. LOW COST PER MILE.

DON’T SELL ME THINGS. SELL ME IDEAS... FEELINGS...

SELF RESPECT... HOME... LIFE... HAPPINESS...
Your Customer
Workshop on FAB:

Features Advantages Benefits

 CONSULTATIVE SELLING
APPROACH
Identify Self & Company - State Your Purpose - Qualify for Authority
Interest Creating Remark (ICR)

UNCOVER WANTS & NEEDS – PROBE

Open Probing - General Questions
Closed Probing - Specific Questions
Involve the Customer - Build Rapport - Maintain Control

PROVIDE SOLUTIONS
Cite Features - Advantages - Benefits
Educate Customer - Speak in Benefits Language - Recommend

ANSWER CUSTOMER CONCERNS

Timing is Important – Do Not Argue
Listen, Repeat, Acknowledge, Answer

SECURING COMMITMENT (CLOSE)

Trial Close - Assumptive Close - Alternate Choice - Summary Close
 OPEN & CLOSED
PROBING
OPEN
Questions are “Open” when phrased so that they can not be answered by
“Yes or No”. e.g., What are your ideas about this?

WHAT WHO WHEN

WHERE HOW WHICH

CLOSED
Questions are ”Closed” when phrased so that they can be
answered by “Yes or No”. e.g., Do you feel this is fair?

IS CAN DO
WILL HAS SHALL
 OBJECTIONS
Resistance Wants to Know More
Against Clarification
Negative Convince him More
Oppose W.I.I.F.M.
Confrontation What’s the Value to him
Conflict Buying Signal
Argument Objection or Condition
Disagreement Valid Reason
Clash or Smoke Screen

LISTEN
FEED THE OBJECTION BACK
QUESTION THE OBJECTION
ANSWER THE OBJECTION
CONFIRM THE ANSWER
 THE SILENT SELL
DEVELOP THE FINE ART OF LISTENING

Since our comprehensive ability is about four times faster than the talking speed
of the prospect, use this excess capacity to organize your own response and
sales strategy.

Let the prospect have his say, even when it requires extra time and effort on your
part to understand him.

Listen primarily to facts rather than ideas.

Now that you know where his areas of resistance are, and why they exist, you
can begin what is essentially every salesman’s task -- overcoming them
 HANDLING OBJECTIONS

COMMON OBJECTIONS

Diarrhea of the Mouth DEBATE Motherhood Statement

SEMANTICS and SYNTAX

Probing Technique SOCRATES Method

Booby Trap E.R.A. Technique

Funnel Close Trial Close

 CLOSING TECHNIQUES

TRIAL CLOSE Asking a hypothetical question to test

The prospect’s willingness to purchase.

ACTION CLOSE Start going through the motions/ sequence

of a Close by filling up the reservation form.

Mention another buyer who adopted

CAUTIONARY CLOSE
your recommendations, who shared the
prospect’s objections but found out that
he still made the right decision.

Ask a question that does not

ALTERNATE OF CHOICE permit a “NO” answer.

Ask the prospect to agree

THE “HALF NELSON” CLOSE to make the purchase if the
objection is answered.
 CLOSING TIPS
• Review the agreements you have reached.
• Confirm this by repeating it to the client.
• Provide assurance that the agreements will be fulfilled.
• Solicit feedback from the customer.
• Leave the customer with a positive feeling.
CLOSING COURTEOUSLY
• “ Say thank you or welcome ”
• “ Feel free to call us anytime “
• “ I am glad we were able to help “
• “ If you have questions, please call me “

BEST WAY TO CLOSE

K.I.S.S.
AUTOPSY OF A LOST SALE
• Exaggeration
• Failure to use Selling Tools
• Uncertain and Clumsy use of Selling Tools
• Lack of Product Knowledge - Market Facts
• Failure to Touch Each “Benefit” Base
• Lost the Sale by Winning the Argument
• Knowledge of Rate Structure
• Personality Repulsion
• Inability to Summarize for Close
• Talked yourself out of the Sale
• Failure to be guided by Customer Appeals
• Customer Neglect
 WHAT YOUR CUSTOMER MIGHT DO OR SAY
TO SIGNAL A BASIC NEED

Flashing money , a display of jewelry and/or

extreme clothing .
“ I NEED TO FEEL IMPORTANT “
Customers being ill at ease , nervous , or unsure
of themselves when feeling uncomfortable .
“ I NEED TO FEEL COMFORTABLE “
Getting angry when they are not being understood
Customers repeating themselves , speaking
Slowly , or loudly.
“ I NEED TO BE UNDERSTOOD “
Customers “ looking around “ before coming in
Coming in with friends or relatives . Showing off
or bragging who they know.
“ I NEED TO FEEL WELCOME “
THREE (3) TYPES OF CUSTOMERS TYPE / CHARACTERISTICS

POSITIVE TREATMENT
Open-minded Agree with Customer
Interested Express enthusiasm and appreciation
Objective Give feedback of sympathy
Friendly Ask for experiences, opinions, suggestions
Attentive Be lively
Sympathetic Carry on with “small talk”

INDIFFERENT TREATMENT
Neutral Create curiosity
Unconcerned Show advantages and benefit
Undecided Offer additional services
Uninterested Be fascinating

NEGATIVE TREATMENT
Critical Inform calmly, convincingly
Prejudiced Persuade, State reasons objectively
Rejecting Discuss factually
Authoritative Give dependable information
Subjective Be objective
Demanding Use trial closing
 FOUR STYLES OF PERSONALITY
ANALYTICAL
AMIABLE
EXPRESSIVE
DRIVER
We all possess parts of all four styles to some degree,
each of us has one dominant style which we feel more
comfortable.
Before attempting to discern the styles of his Client,
a Salesperson should discover his own dominant style
and get to know its strength & weaknesses.

The trick is to downplay your own points, while using

the former to your advantage.
 FOUR STYLES OF PERSONALITY

ANALYTICAL

People with analytical style are LOGICAL THINKERS, well

organized and systematic. They collect and evaluate
as much data as possible before making a decision.
Taken to the extreme, this strength becomes weaknesses.
They can waste too much time on low priority details.
Their desire for organizing can lead them into inflexibility.
To sell to such people, present a lot of numbers, send
follow-up letters on service and benefits.
DO NOT RUSH YOUR CLOSE!
 FOUR STYLES OF PERSONALITY

AMIABLE

Trusting, emphatic, and sensitive to the needs of others.

However, they can be overly conforming and permissive,
Refusing to challenge policies and actions they know will
Adversely affect their companies, position or comfort zone.
Difficult to sell. They resist change, stick to what they have.
Spend time building rapport with these people and show
That you are interested in them as individuals.
Erase their fears of taking risks by being sympathetic
To their feelings and needs.
 FOUR STYLES OF PERSONALITY

EXPRESSIVE

Flamboyant and spontaneous, they are good at seeing the

big picture, and they will take risks that help them realize
their dreams. With their ability to charm, persuade and
inspire people, they are also great motivator.
Major weakness is their neglect of daily details.
Because they are comfortable with other people they are
Easy to sell to. If you get them talking about themselves,
You will be ready to close.
Focus on personality, since the expressive person likes
new ideas, use a bold approach.
Focus on the details late in the sales calls.
 FOUR STYLES OF PERSONALITY

DRIVER

Task oriented, knowing what they want and where they

are going. They like to get to the point quickly.
They tend to overemphasize short term goals and ignore
Long range planning.
The Driver can tend to be domineering and unfeeling.
To sell to this person, get to the point!
Be precise and organized.
Back up claims with solid information and facts.
Emphasize how the product or services’ benefits will
Help the client attain his goals.