comprehensive sales training for asg

8/3/2019 Comprehensive Sales Training for ASG

http://slidepdf.com/reader/full/comprehensive-sales-training-for-asg 1/48

Sales Training

Corporate Sales Group



If it doesn¶t matter

who wins or loses,then why do they keep score?-Vince Lombardi



Day 1 ± Process and Guidelines of ASG

MorningExpectations

AS Compensation

Dress Code

Sales Process & Salesmanship

Online Computation & Inventory

Af ternoonReserved, Committed and Booked Sale SOP

Incentive and Commission Filing

Corporate ProgramEvent SOP, Bank SOP

Roadshow

Mock Sales Call

Schedule



Day 2 ± Sales Training

Morning

Sales/Selling, Questioning, Listening - 9:00-9:30am

Objection Handling - 9:30-10:00am

Closing - 10:00am-11:00amProfessionalism/Communication - 11:00am-12:00am

Af ternoon

Salesmanship -1:00pm-1:30pm

Corporate Presentation -1:30pm-3:00pm

Mock Sales Presentation -3:00pm-5pm

Schedule



Table of ContentsQuestioningTypes of questions, benefits, do¶s and don¶ts, building solutions, buying

signals, recognizing opportunities, magnifying needs, features and

benefits

Listening

Active listening, mirroring, empathy, confirming understanding

Objection Handling

Perks and benefits, why people say ³no´, types of objections, objection

handling process

Closing

Prerequisites, types of closing, action tips, mistakes when closing

Prof essionalism/Communication

Areas of improvement, rapport, enthusiasm, communicating and valuing

clients



What is sales/selling?

Every sale has f ive basic obstacles: No Need, No Money, No Hurry, No

Desire, and No Trust ± Zig Ziglar

SALES is

Is adding value knowledge, understanding

Sales is being a consultant (trusted advisor)

SALES IS NOT

Over charging

Deception

Force people to buy anything,

Sell things we don¶t knowTrick



What is sales/selling?

WHY SALES IS IMPORTANT?

Why Sales is important to you?

± Job Security, Incentives, Fulfillment

Why Sales is important to the company?

± Profit, Loyalty

Why Sales is important to the client? ± client will be able to know compare, and check his/her needs.

Sales are contingent upon the attitude of the Salesman ±not the attitude of

the prospect. (W. Clement Stone 1902 ± American Businessman, Author)



What Kind of Questions?

Two main question types are:

Open-ended

Broad on scope

Customer to expand on questions, to open up

Closed-endedNarrow in scope

Yes/no/single answer,

Is used for permission, verification and diagnostic



Favorite Question

How would you describe your

lifestyle? Laid back or Sporty?

What would you look forward to in

a condo?

Are you concern with the fence

structure or more on the security of

the village?

How long have you been working?

What do you do?

What school do your children go

to?

What is your past time?

Where do you usually go during

weekends

How often do you go on vacations

every year?

Do you prefer domestic or

international travels for your

vacation?

The important thing is not to stop questioning

± Albert Einstein



Perks & Benef its

What can we learn by asking eff ective questions?

Needs (pain)

Best possible solution

Build connection, becomes their trusted friend

Objection (test of commitment)

Write a sample questions f or each of the above

How much do you spend on rentals every month? Every year?

How much does your money decreases in value every year?

How much are you willing to invest initially for your first property?



Do¶s and Don¶ts

Do have a plan Do be quiet, let the client respond and listen to the answer

Do sound interested.

Do build questions around the clients response ± this isn¶t an

interrogation

Don¶t stack questions ± Do ask one question at a time

Do master f ollow up questions Don¶t interrupt the client

Don¶t answer your own questions

Don¶t sound like you¶re reading f rom a script

Don¶t ask too many why questions

TIP: Get the client¶s permission before asking questions.Don¶t jump right in and do as needs assessment

ASK: ³So I could help you decide better on what project to choose, I would

like to know if this is for Investment or Personal Use´

³If you don¶t mind me asking, may I know what do you do?´



Practice, Practice, Practice

Write sample of open and close ended questions

OPEN-ENDED

What do you do?

How long have you been working?

What¶s your position?

Where do your kids go?

CLOSE-ENDED

Do you want a higher floor or lower floor?

Facing east or west?

Sunrise or sunset?



Building Solutions

Questions can

Help you close sales!

Help you work with clients to design a solution.

Asking questions as you develop a solution keeps client involved in the

process Their involvement increases their enthusiasm and builds in them a feeling

of ownership

Enthused clients who helped build a solution may be less likely to object

when you close the sale ± especially if you know key information like the

client¶s budget, authority, needs and timeframe.

Application: In the following scenario¶s what are the 5 questions (focusing

on the client¶s needs) that you can ask to build this solution and increase

the sale?



ActivityScenario #1

A young achiever guy owns an old

house, living alone. No hurry of

buying a property.

Scenario #2

A married couple owns a business,

has several properties. No need of

buying a property.

Scenario #3

A couple who has 4 children

inherited a land, would rather buildhouse on the land than buy a

property. No Interest.

Scenario #4

A businessman dealt with a

previous agent who stole their

down payment away, doesn¶t have

any trust to developers anymore.

Foreigner.

Scenario #5

A guy wants to buy a property but

not enough salary. No money.



UP SELLING/ ADD-ONS

An effective closer will also present additional solutions to enhance the main

solution. This is called ³up-selling´ or suggesting ³add-ons´

What is an example of this?Parking Lot, repeat buyer

THE FEATURE & THE BENEFIT

Role Play (When acting as the client in the role-play, make sure your partner

is able to answer the question, ³So what´)

Let¶s think about this in terms of a specific product ± HORIZONT AL (Houseand Lot)

Let¶s think about this in terms of a specific product ± VERTICAL (House and

Lot)

PROJECT: ______________________

Feature: ___________________________________

Benefits: ____________________________________



Buying Signals A Buying Signal is a cue from your client that he or she is interested enough

to consider buying. A Buying Signal can be subtle or direct

The biggest signal that your client is ready to buy:

Asking for terms, units, details of the project

Going over things more than once

Payment termsQuestions about timing

Delivery date

Concerns about the price

Variables on his capability

Visualizations or possession language

When the client sees himself living in the unit



Recognizing Opportunities Most of the time it is not about finding opportunities it is about recognizing

them.

This exercise is designed to get the wheels turning in your mind and to

open your eyes to the opportunities you are presented with every day.

Def ine Need: Resolution

Def ine Pain: Problem/issue

Common Need or Pain: No property yet, renting

Off er Opportunities: Provide easy payment term for our properties



Magnif ying the NeedIn your role you know your products inside and out. You know how to use

them and why they are valuable. It is important to remember that the client

may not be aware of what your products can do for them. It is your job to

paint that picture.

Practice using this format

I recommend that you purchase a ____________________ in ___________ today because __________________________

________________________________ could/would have cost you more

than _________________________________



Active Listening

³The average person remembers only about 25 percent of what he or she

hears, and some people remember as little as 10 percent. The problem is

that while hearing is incredibly easy, listening takes a real effort.´

(Amberg Jay. The study skills handbook)

How would you def ine active listening? Way of listening that focuses entirely on what the other person is saying

and confirms understanding of both content and emotions/feelings to

confirm understanding is accurate

What are f ive benef its of active listening?

1. Avoid Misunderstanding2. Get more info ± gets people say more.

3. Builds trust and respect

4. Release emotion and tension

5. Puts clients at ease.



Guidelines to f ollow

Research has consistently shown that the ability to listen is the most

essential trait necessary for a successful, productive sales encounter.

The bottom line is: You can listen your way into far more sales than you can

talk yourself into...every time.

(³How to listen your way to more sales´ by BILL BROOKS)

MIRRORINGWhat is mirroring? Copying what someone is doing while communication

Rule of Thumb: You cannot mirror a client if you are not listening. Explain.

When meeting people, if you display the same expression as they

have, or mirror their expression, they will generally be much friendlier.



Show them you care!

What is empathy (from a sales perspective)?

Can I identify with

Acknowledge and understand customers, situation feelings & motives

³M aster salespeople know the importance of empathy and tune in to their

buyers as quickly as possible. Novice salespeople on the other hand, rarely make the effort. This lack of empathy between buyer and seller accounts for

much of the negative experiences many consumers experience.´

- J eff Blackwell (³salesmanship and Empathy´)

How is EMPATHY different from SYMPATHY?

EMPATHY: Feeling the same waySYMPATHY: Feeling sorry, showing a reaction



Using Empathy as a Tool

Example: A client is expressing dissatisfaction with a service from a previous

Property Specialist. How will showing empathy to this client improve the

situation?

What would you say?

__________________________________________________

__________________________________________________

W hen people are in conflict, they often contradict each other, denying the

other person¶s description of a situation. This tends to make people

defensive, and they will either lash out, or withdraw and say nothing more.

However, if they feel that the other person is really attuned to their

concerns and wants to listen, they are likely to explain in detail what they feel and why. If both parties do this, the chances of being able to develop a

solution to the problem become much greater.

Conf lict research consortium, university of Colorado



So what you¶re saying is

Here are the 4 steps for confirming understanding:

STEP 1: USE A CONFIRMING ST ATEMENT

If I understand you correctly, your concern is.

Let me confirm what you just said

STEP 2: SUMMARIZE KEY FACTS

You¶re concern about the priceWhat I understand is that you like our competition better

STEP 3: ASK IF YOUR UNDERST ANDING IS CORRECT

Was that correct?

Did I get it right?

Correct me if I¶m wrong

STEP 4: CLARIFY MISUNDERST ANDINGS (IF NECESSARY)My apologies, I stand corrected

(f rom the big book of sales games, by Peggy Carlaw & Vasudha

Kathleen deming, p.98)



Objection Handling

The Merriam-Webster dictionary defines an ³Objection´, as a reason or

argument presented in opposition or a feeling or expression of disapproval.

During the sales process it is not uncommon to encounter some hesitation

or reluctance from a contact. This person may respond in the negativesense, giving excuses, or otherwise heading away from the sale.The

response to this is to overcome these objections.This is objection handling.

PERKS AND BENEFITS

Why is it important for you to handle objections? No is a request f or more

inf ormationList benefits to successfully overcoming objections: sale (prof it,

incentives), Job security, customer satisf action



Why people say ³no´

Learn to love objections. By prevailing over all obstacles and

objections, one may unfailingly arrive at their chosen goal or

destination

Although there are countless reasons as to why people object during the

sales process, it can be narrowed down to 8 basic reasons.Lack of perceived benefits/value in the product or service.

Lack of perceived urgency in purchasing the offering.

Perception of an inferiority to a competitive offering.

Internal political issue between parties/departments

Lack of money/funds to purchase the offering

Personal issue with the decision-maker.³it¶s safer to do nothing´ perception

Why is it important to identif y the reason an objection has been made?

So we can overcome it



Types of ObjectionGenerally speaking there are two different types of objections. Each requires

a slightly different approach when being addressed.

1.Generic

Definition: No Solid reasoning or merit

Examples:

I want to think about it I don¶t think so« (not interested)

I don¶t have the time right now

2. Specif ic

Definition: Specific reason as to why they are not interested

Examples: I have to check with my wife

I¶ll buy from best buy

I don¶t like the house designs



Objection Handling Process

TRANSIT

ION

CLOSE (RE-CLOSE)

OVERCOME

start



STEP 1: Transition

What is a Transitional Phrase?

Shows you were listening, understand concern, restate objection

Buy time, gain understanding, show empathy

Why is it important to transition?

Confirm understanding

Give three examples of a transition statement:

I understand your concern, that you don¶t have money right now and will

wait till payday.

I know price is a concern for you, you mention you had a tight budget

earlier.. Is that correct?

Y earn to understand first and to be understood second

± Beca Lewis Allen, American Author



The Bucket List

Write 5 objections you hear frequently

1. Funds (No Money)

2. Urgency (No hurry)

3. Value (No desire, No Need)

4. Political (No trust)

5. Competitor (No trust)



Transition Example

Write 5 objections you hear frequently

1. Funds (No Money)

I understand you don¶t have the money right now.

2. Urgency (No hurry)

I know your time is valuable for you.

3. Value (No desire, No Need) I know your concern with the price

I can see that quality is important to you.

4. Political (No trust)

I respect you considering your wife¶s decision

5. Competitor (No trust)

I respect your decision not choosing Avida I recognize your need to consider the price of what you will be

purchasing



Step 2: Overcome Objection

What does it mean to overcome an objection?

Educate, find a solution, get past the obstacles

Example:

O bjection: ³ Your price is too high!´

Transition: ³ I understand that price is a concern for you´ O vercome: ³K eep in mind, we offer higher quality properties than our

competitors that will last you longer and provide a better investment. Quality

is important to you right?

The best way to overcome an objection is to

ASK QUESTIONS



Step 2: Overcome Objection

What are some benef its to asking questions in step 2?

Clients overcome objection themselves

Client get more understanding

Help you find solution

Consultative

TIP: Sometimes what we perceive as an objection is really just prospects

thinking out loud. If you wait a moment, prospects might ³overcome´ their

own objection



Step 3: Close and Re-close

What's the difference between a "Close and a "Re-close"

Close: objection before asking for the sale

Re-close: objection after we ask for sale

Give three examples of a closing statement

Will you prefer cash or check?Let¶s go ahead and start your investment by signing these docs

So you can start enjoying your new home, I¶ll have you sign these RA.

PRACTICE MAKES PERFECTNow that we have learned all of the components to successfully handling an

objection, let's practice it!Objection: ________________________________________

Transition: ________________________________________

Whatever you do, don't do it halfway. (Bob Beamon)



Closing

Here are three def initions of closing:

"Closing" can be defined as the consummation of a transaction involving a

sale of a product or service, usually by payment of the purchase a price (or

some agreed portion)

Also, the act of transferring ownership of a property from seller to buyer inaccordance with a sales contract.

Lastly, a symphony of words and phrases that emotionally builds,

culminating with a win-win final agreement. -TOM HOPKINS

Anytime is the best time to close a client

Any question is a buying signal.



Prerequisites of closing

"Success in selling hinges less in your ability to close, and more on your

ability to get clients ready to be closed." -Secrets of Question based

selling

A recognized Need

A viable Solution

Value/Benefit must justify the cost A sense of Urgency

The Authority to buy

"Closing is the easiest thing to do when you've done everything else right;

it's the most difficult thing to do when you've botched the rest of your

presentation." -Tom Hopkins



Types of Closing

Trial Close ± Temperature Check

Does a self liquidating investment sound good to you?

Would protecting the value of your hard earned money be to your

benefit?

Hard Closing ± direct yes/no

Would you like to buy it today? Are you ready to buy?

Tie Down ± leading question

The investment gives you peace of mind that you¶re money will

appreciate, would you agree?

Conditional Close ± taking the customer¶s word

If I can provide you a spot payment with 5% but with the same cashdiscount, would you take it?

Assumptive/Alternative Close ± Would you like to get the studio or 1

Bedroom, would you like to use my pen to sign the RA or yours?



Closing

TIP: Any of these can be used at the end of an objection, depending on

what works for your specific conversation.

Another TIP: You can also use any of these when trying to get commitment

from the clients at any time during the call.

PRACTICE, PRACTICE, PRACTICEYour will miss 100% of the shots you never take. - Wayne Gretzky

Now that we know a few types of closing, let's practice writing some

samples:

______________________________________



Communication Success

7% Words

38% Voice Quality: (tone, inflection, pitch, rate and volume)

55% Facial/Body language

Clients should always be treated with great interest and respect. ATTITUDE

IS EVERYTHING!

How can you make a positive impression?

1.Smile

2.Confidence

3.Listening

4.Friendly5.Courteous

6.Knowledgeable

7.Professional

8.Understanding



The Ultimate Client Experience

Ayala is a quality brand! You are an ambassador for AYALA LAND INC,

therefore you need to provide quality service.

"S o what should I be doing that I haven't already been doing?

Ask yourself« Are you doing the following on every sales call?

Being professional

Building rapport Actively listening

Showing empathy

Maintaining a positive attitude

Showing enthusiasm

Showing a willingness to help

Effectively handling difficult clients Taking responsibility

Showing clients that they are valued

Think about "What can I do better?"



Building Rapport

What is rapport? Building a relationship on trust

What are the benefits of establishing rapport with your clients?

Makes client feels comfortable

Builds trust

Increase chance of sale

Remember: You only have few seconds to create a positive image and set aconfident tone. This will increase the client's comfort level (making them feel more

comfortable buying from you)

P eople are more likely to buy from people they like or whom they feel a

connection.

W inning is not a sometime thing: it's an all the time thing. You don't win once

in a while; you don't do the right thing once in a while; you do them right all

the time. W inning is habit. Unfortunately, so is losing" - Vince Lombardi



Making Connections

Making personal connections is an important part of building rapport.

Remember, this is going to increase your chances of closing the sale in the

end!

HINTS FOR BUILDING RAPPORT:

Hint 1: Start of Confident/ AssertiveHint 2: Use their name throughout the sales call

Hint 3: Smile

Hint 4: Listen

Hint 5: Use empathetic statements-understanding

Hint 6: Avoid long silences

Things to talk about in conversation: sports, hobbies, weather, movies,

career, food, family, product

Things to avoid in conversation: Religion, Politics, Sex,

Personal Issues, Race, Work Issues, Competition



Enthusiasm is Contagious!

"Enthusiasm releases the drive to carry you over obstacles and adds

significance to all you do" - Norman Vincent Peale

"Success is the ability to go from one failure to another with no loss of

enthusiasm" - Sir Winston Churchill

What can you do to maintain enthusiasm during a sales call?1.Smile

2.Stand up/move around

3.Set aside personal issues when working

4.Think Positive

5.Visualizing Good outcome

Think... "What do I get to do today? Instead of "What do I have to do

today?"



What makes you diff erent?

WHAT MAKES YOU DIFFERENT?

What do you do for your clients, or give them, that they can't get elsewhere

(with any other competitor)?

Three things that impact how well you communicate with clients: (match the

words with the appropriate definitions)

Attitudes ± the way you think Motives ± why you do things

Values ± inner guidelines

Excellent customer service begins with proper attitude and values. Our

actions are usually the result of our motives and intentions. When we

value customers we'll usually show it.´Hey, I'm the customer: Front Line Tips f or providing superior customer service by Ron Willingham



Just value me« please

"When you value people, your sincerity causes them to feel good about you

and trust you" - Ron Willingham

Here are three values that you can think of to increase your success with

clients and make them feel valued

1. Think, " You are the client, you pay my salary!2. Think, "There's something about you that I like!"

3. Think, " You make my job possible!"

Activity

How do you want people to feel after having contact with you?

What do you want them to say about you? How do you want them to describe their experience with you?



Diff icult clients are still valued

clientsWhat about "difficult" clients? They may be upset, frustrated, or even angry.

Sometimes they direct their anger at you!

How do you respond to them?

_________________________

What can you do to help diffuse their anger? (TIPS)

1. Listen actively2. Ask questions

3. Empathize/Sympathize

4. Don¶t take it personally

5. Don¶t blame

6. Give accurate information (knowledgeable)



ACTION TIPS

"When I am convinced that my proposition is to a man's advantage and will

make money, and then fail to urge him to take it, I feel that I am not giving

him a square deal. And that's the reason I am persistent." - James Knox,

1922

A study at Notre Dame found that 46% of salespeople asked for the order once and then quit. 24% asked twice. 14% asked three times. 12% asked

four times. However, 60% of all sales are made after the 5th closing attempt.



Action Tips

The most important attitude is that of expectancy

To improve your persistence, begin by believing in your service/product

your company and ourselves.

How many closes have you used on a sales call?

Never underestimate the power of a sincere service attitude.

Zig Ziglar has said, "Selling is transf erence of good f eeling." He also

said, "In order to be convincing, you must f irst be convinced."

Closing isn't something you to someone.... It's a mutual experience you

have with them!



Top Ten Mistakes

1. Not asking for the close.

2. Giving away too much too soon.

3. You talk too much

4. You're just not in the mood.

5. Not treating each sale like a New Opportunity.

6. Rushing the close!7. Emphasizing the logical aspects rather than the emotional.

8. You have too many distractions

9. Losing control of the call

10.Don't prejudge a client's ability to buy.

comprehensive sales training for asg

Documents