day 2 consultative sales for non sales staff alison sumpter october 2014

DAY 2

CONSULTATIVE SALES FOR NON

SALES STAFFAlison Sumpter

October 2014

REVIEW OF IN BETWEEN WORK….

Active Listening

What does this mean?

How do you show that you are

actively listening?

ACTIVE LISTENING EXERCISE In pairs One will speak the other listen The listener may make only 3

statements during the 5 minutes The listener must get the speaker to

continue speaking about any subject of your choice

After 5 minutes switch roles.

Active Listening Superficial listening Shallow listening Shallow/Medium depth

listening Medium depth listening Deep listening Deeper listening Deepest listening

STEP 3 - PROPOSING SOLUTIONS

Only when you have identified the issues…

And understood them…

…should you propose solutions

SOLUTIONS….

Have no inherent value unless they meet an identified need

80% talking about the issue / goal

20% proposing ways forward

PRICE VS VALUE

Price = what it costs

Value = what it’s worth

If price is the only difference then cheapest will win

Businesses cut costs but seek value

Our job is to ensure we explain the VALUE

VALUING APPRENTICESHIPS

An organisation is going to take on a young person as an Apprentice

Work in groups Consider all the business benefits (time,

resource, savings etc) that the Apprentice could bring

List them and attempt to translate these into bottom line benefits (money made, money saved, efficiencies established)

Step 4 - Dealing with buyer resistance

Green = Keep Going!

Amber = SLOW DOWN – turn it to red or green!

Red = Stop! There’s no sale here at the moment!

Exercise

Top 3 Objections

and what will you do / say?

STEP 4 - DEALING WITH RESISTANCE

Acknowledge Slow down! Appreciate. Empathize. You don’t

have to agree Understand

The real issue. How THEY would resolve it. What happens either way

Resolve Facts. Stories. Testimonials. Reframe

perceptions

TONE

CONTENT

BODY LANGUAGE

MERCEDES

© The Insights Group Ltd, 2009. All rights reserved.

For each colour energy, write down some behaviours that you could apply in your own sales approach

© The Insights Group Ltd, 2009. All rights reserved.

Drawing on your

Fiery Red energy

in a sales

interaction will

enable you to …

Be honest and

direct

Present your

products and

services with

confidence and

certainty

Be proactive in

your follow-up

Stay focused on

the desired

outcome

Provide a fast

response to

customer

requests

© The Insights Group Ltd, 2009. All rights reserved.

Drawing on your

Sunshine Yellow

energy in a sales

interaction will

enable you to …

© The Insights Group Ltd, 2009. All rights reserved.

Bring energy and

enthusiasm to the

interaction

Go the extra

mile for the

customer

Take a creative

approach to

solving problems

Help the

customer to

envision future

possibilities

Be engaging,

optimistic and

upbeat

© The Insights Group Ltd, 2009. All rights reserved.

Drawing on your

Earth Green

energy in a sales

interaction will

enable you to …

© The Insights Group Ltd, 2009. All rights reserved.

Maintain long

term

relationships

with customers

Listen well and

take time to

establish needs

Take a

collaborative

and partnering

approach with

the customer

Provide

personalised

support and

service

Allow the

customer time

and space to

make a decision

© The Insights Group Ltd, 2009. All rights reserved.

Drawing on your

Cool Blue energy

in a sales

interaction will

enable you to …

© The Insights Group Ltd, 2009. All rights reserved.

Ask excellent

fact-finding

questions

Give the

customer time to

reflect and

consider the

optionsProvide

accurate

data

Be thorough and

disciplined in your

preparation

Apply

attention to

detail

© The Insights Group Ltd, 2009. All rights reserved.

Overusing the Colour Energies If we rely too

heavily on one of the colour

energies, we run the risk of turning a strength into a

weakness.

YOU MIGHT BE THE PROBLEM!

Fiery RedAbsence of empathy, too aggressive , not listening, rushing others

Earth GreenAbsence of

drive, too ‘nice’, lacking confidence or

conviction’

Sunshine YellowAbsence of structure, too enthusiastic, over-promising, failing to follow up

Cool BlueAbsence of

emotions, too formal, too much detail, asking too

many questions

STEP 5 – CONFIRMING COMMITMENT

What works for each of the colour energies?

Working in small groups to decide what language and content will help to close the sale for each of the colour energies?

BE BRIEF, BE BRIGHT, BE GONE!

SO DO YOU THINK THIS SOLUTION WILL WORK FOR YOU OR NOT?

PRESENTING:• Be well organised and factual

FOLLOW-UP:•State options with probability of success

GENERAL:• Focus on facts not feelings

APPROACHING:• Be direct and assured• Don’t waffle or hesitate

QUESTIONING:• Watch for impatience• Follow his/her pace

HANDLING OBJECTIONS:• Meet resistance with reflective questions

GAINING COMMITMENT:• State alternatives clearly

ADAPTING STRATEGIES: FIERY RED

INVOLVE ME!

SO, IF A YOUNG PERSON CAME HERE – HOW WOULD THAT WORK FOR YOU?

PRESENTING:• Focus on future benefits• Tell stories

FOLLOW-UP:• Be clear and direct• Focus on the future

QUESTIONING:• Not too many details

HANDLING OBJECTIONS:

• Ask questions to allow them to express themselves

GAINING COMMITMENT:

• Offer incentives and special deals

GENERAL:• Be interested in them

APPROACHING:• Be sociable, even if it hurts• Talk about them

ADAPTING STRATEGIES: SUNSHINE YELLOW

SHOW ME YOU CARE!

SO, HOW WOULD A YOUNG PERSON FIT IN WITH YOUR EXISTING TEAM?

QUESTIONING:• Show personal interest• Ask his/her opinion• Listen carefully

PRESENTING:• Get feedback• Quote benefits

APPROACHING:• Talk more slowly• Be more open

GENERAL:• Slow down• Show you really care

GAINING COMMITMENT:• Show people benefits• Ask for commitment in a gentle and friendly way

HANDLING OBJECTIONS:• Don’t push, check care- fully to reveal concerns

ADAPTING STRATEGIES: EARTH GREEN

GIVE ME THE

DETAILS!

ARE THERE ANY FURTHER DETAILS YOU NEED BEFORE MAKING A DECISION?

PRESENTING:• Support statements with proof• Demonstrate your product

knowledge

HANDLING OBJECTIONS:• Ask searching questions to highlight concerns

GENERAL:•Be prepared!

APPROACHING:• Slow down, not too direct• Be more formal

GAINING COMMITMENT:• State logical alternatives

ADAPTING STRATEGIES: COOL BLUE

FOLLOW-UP:•Don’t miss details, facts, figures or prices

© The Insights Group Ltd, 2009. All rights reserved.

Present options then let them make the decision.

Demonstrate probabilities of success.

Offer incentives and special deals.

Be enthusiastic about the future prospects.

Don’t push for a quick decision.

Allow time for reflection and study.

Give personal assurances.

Show the personal benefits.

STEP 6 - FOLLOW UP / THROUGH

How do you keep in touch?

STEP 6 - FOLLOW UP / THROUGH

Regular ‘Official’ Contact Thought of you… Build in a review session Appropriateness! Become a trusted adviser

The responsibility for maintaining contact is YOURS

LIFETIME CUSTOMER VALUE

Initial Purchase £10 Up-purchase £15 Cross-purchase £10 Frequency x 10 Longevity x 5 Referral £!!!

Deliver everything you have committed to.

Review their goals and objectives.

Make regular catch-up calls.

Create time for social interaction.

Summarise agreement in writing.

Document the actions.

Confirm and clarify the key points.

Communicate regularly.

Be of service.

Ask for their feedback.

COMMITMENT CONTRACT

STARTSTOPCONTINUE

ACTION PLAN WITH SUCCESS MEASURES

EVALUATION

The Golden Rule

THANK YOU

CONSULTATIVE SALES FOR NON

SALES STAFF