advanced professional selling skills
TRANSCRIPT
Are you responsible for the actions and efforts of others in your company?
Staff education programPractice never stops
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Bi-weekly60 minutesRequiredClass guide notesWritten AssessmentA.C.E.S. – around customers
everybody sellsPolicies & procedures – not ‘handed
down’ but determined by the groupwww.profitsplus.org
Is there such a thing as a natural salesperson?
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Human traits remain consistentWhen we shop/buy we have certain patterns we follow
Even for church/temple/synagogueRestaurant tips increase when:Server gives nameServer is at eye level with customerServer signs check
Who is your competition?What do they sell?What do you sell?
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5 levels of sellingCommodity
Gallon of gasTiresComputer
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Serving the wantWhat color?What size?
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Enhancing the needGoing just a step or two further
than their wantsNeeds are not wantsWho should be better qualified –
seller or buyer?
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The experience with your businessWas it just a haircut?Did the customer smile,
giggle, relax, enjoy?
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The transformation of the customer’s life styleHas this purchase created a
hobby?My friend C.B.
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The technical components of selling
Speaking and hearingDistanceAppearanceBody languageVerbal and body messages to you
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You speak at 150 wpmThey hear at 500 wpm
150 500
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Questions allow you the time to think
Questions require the customer to inform you
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This has a 6 year warranty.The quality is well worth the price.All you have to do is keep it clean.What kind of statements are
these?Would you change them?How can we change them?
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Improve – Identify multi-meaning information
State – Repeat the information with your definition
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Target – Get the confirmation of your definition
Extras – Additional information their response gives
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Public area – more than 12’ apartSay hello with the eyes Smiling
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Social – 4’ to 12’“Hello”, “Good Morning” Engage in conversation
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Personal – 18” – 4’Demonstrate merchandise
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Intimate – 6” – 18”Handshake, shoulder/arm touch
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8% Words we choose37% Tone of our voice55% Body language
Words8%
Tone37%
Body Language55%
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Attire Color schemes in clothing Hair and makeupJewelryPen
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I am openUnbutton coat, open hand, arms
at sidesI am willing to cooperate
Open hands, hand to face gestures, upper body in sprinter’s position
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I am confidentSteepled hands, hands behind
back, back stiffened, hands in coat pockets with thumbs out
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I am defensiveButtoned coat, arms crossed,
sideways glance, rubbing eyes or nose, drawing away
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I am insecurePinching flesh, chewing pen,
thumb over thumb, fingernail biting
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I am nervousClear throat, “whew”, whistle,
smoke, cover mouth, tugging ears, wringing hands
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I am frustratedClinched hands, wringing hands,
fist like gestures, pointing index finger, rubbing hand through hair or on back of neck
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Rubbing their chinScratching their headConcentrating on merchandise or
catalogShowing merchandise or catalog to
someone else
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Listening more intentlyChecking purse or wallet/checking
for penAsking for clarification of
your statementMy spouse will kill me for this
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Repeat/referral business123 Easy StreetThis town, 31361
YouSmall business expertsDown the streetYour town, 31361
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The key remains in the follow up
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3 days after sale Was it as you expected?
1 monthDoes it still ’feel’ new?
3 monthsWho has noticed what you have purchased?
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6 months after saleWho have you shown your purchase to?
1 year after saleWho have you told about your experience with us?
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Who is your competition?What do they sell?What do you sell?The answers that only a master
can give!
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Who is your competition?If you are unique, you have no
competition!What do they sell?
Goods and servicesWhat do you sell?
YourselfThe businessGoods and services
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People do not buy because they
understand; they buy because they think
you understand!
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