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Top 10 Sales Secrets

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TABLE OF CONTENTS Preface .............................................................................................................................................. 3

What is Courseware? ................................................................................................................................ 3

How Do I Customize My Course? .............................................................................................................. 3

Materials Required ................................................................................................................................... 5

Maximizing Your Training Power .............................................................................................................. 5

Icebreakers ........................................................................................................................................ 7

Icebreaker: Friends Indeed ........................................................................................................................ 8

Instructor Guide Sample ..................................................................................................................... 9

Sample Module: Effective Traits ...................................................................................................... 10

Assertiveness .......................................................................................................................................... 10

Emotional Intelligence ............................................................................................................................ 11

Solve Problems ........................................................................................................................................ 12

Close ........................................................................................................................................................ 13

Case Study ............................................................................................................................................... 14

Activities ......................................................................................................................................... 18

Sample Worksheet: Solve Problems ....................................................................................................... 19

Quick Reference Sheets .................................................................................................................... 20

Solve Problems ........................................................................................................................................ 21

Anticipate Needs ..................................................................................................................................... 21

Certificate of Completion ................................................................................................................. 22

PowerPoint Sample ............................................................................................................................ 1

Full Course Table of Contents ............................................................................................................. 5

Preface

What is Courseware? Welcome to Corporate Training Materials, a completely new training experience!

Our courseware packages offer you top-quality training materials that are customizable, user-friendly, educational, and fun. We provide your materials, materials for the student, PowerPoint slides, and a take-home reference sheet for the student. You simply need to prepare and train!

Best of all, our courseware packages are created in Microsoft Office and can be opened using any version of Word and PowerPoint. (Most other word processing and presentation programs support these formats, too.) This means that you can customize the content, add your logo, change the color scheme, and easily print and e-mail training materials.

How Do I Customize My Course? Customizing your course is easy. To edit text, just click and type as you would with any document. This is particularly convenient if you want to add customized statistics for your region, special examples for your participants’ industry, or additional information. You can, of course, also use all of your word processor’s other features, including text formatting and editing tools (such as cutting and pasting).

To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click “Update entire table” and press OK.

(You will also want to perform this step if you add modules or move them around.)

If you want to change the way text looks, you can format any piece of text any way you want. However, to make it easy, we have used styles so that you can update all the text at once.

If you are using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting. In Word 2007 and 2010 under the Home tab, right-click on your chosen style and click Modify. That will then produce the Modify Style options window where you can set your preferred style options.

For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would do:

Now, we can change our formatting and it will apply to all the headings in the document.

For more information on making Word work for you, please refer to Word 2007 or 2010 Essentials by Corporate Training Materials.

Materials Required All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard or chalkboard instead.)

We recommend that each participant have a copy of the Training Manual, and that you review each module before training to ensure you have any special materials required. Worksheets and handouts are included within a separate activities folder and can be reproduced and used where indicated. If you would like to save paper, these worksheets are easily transferrable to a flip chart paper format, instead of having individual worksheets.

We recommend these additional materials for all workshops:

• Laptop with projector, for PowerPoint slides

• Quick Reference Sheets for students to take home

• Timer or watch (separate from your laptop)

• Masking tape

• Blank paper

Maximizing Your Training Power We have just one more thing for you before you get started. Our company is built for trainers, by trainers, so we thought we would share some of our tips with you, to help you create an engaging, unforgettable experience for your participants.

• Make it customized. By tailoring each course to your participants, you will find that your results will increase a thousand-fold.

o Use examples, case studies, and stories that are relevant to the group.

o Identify whether your participants are strangers or whether they work together. Tailor your approach appropriately.

o Different people learn in different ways, so use different types of activities to balance it all out. (For example, some people learn by reading, while others learn by talking about it, while still others need a hands-on approach. For more information, we suggest Experiential Learning by David Kolb.)

• Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk for hours at a time. Make use of the tips in this book and your own experience to keep your participants engaged. Mix up the activities to include individual work, small group work, large group discussions, and mini-lectures.

• Make it relevant. Participants are much more receptive to learning if they understand why they are learning it and how they can apply it in their daily lives. Most importantly, they want to know how it will benefit them and make their lives easier. Take every opportunity to tie what you are teaching back to real life.

• Keep an open mind. Many trainers find that they learn something each time they teach a workshop. If you go into a training session with that attitude, you will find that there can be an amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it, and make the most of it in your workshops.

And now, time for the training!

Icebreakers

Each course is provided with a wide range of interactive Icebreakers. The trainer can utilize an Icebreaker to help facilitate the beginning of the course, as it helps “break the ice” with the participants. If the participants are new to each other, an icebreaker is a great way to introduce everyone to each other. If the participants all know each other it can still help loosen up the room and begin the training session on positive note. Below you will see one of the icebreakers that can be utilized from the Icebreakers folder.

Icebreaker: Friends Indeed

Purpose

Have the participants moving around and help to make introductions to each other.

Materials Required

• Name card for each person • Markers

Preparation

Have participants fill out their name card. Then, ask participants to stand in a circle, shoulder to shoulder. They should place their name card at their feet. Then they can take a step back. You as the facilitator should take the place in the center of the circle.

Activity

Explain that there is one less place than people in the group, as you are in the middle and will be participating. You will call out a statement that applies to you, and anyone to whom that statement applies must find another place in the circle.

Examples:

• Friends who have cats at home • Friends who are wearing blue • Friends who don’t like ice cream

The odd person out must stand in the center and make a statement.

The rules:

• You cannot move immediately to your left or right, or back to your place. • Let’s be adults: no kicking, punching, body-checking, etc.

Play a few rounds until everyone has had a chance to move around.

Instructor Guide Sample

On the following pages is a sample module from our Instructor Guide. It provides the instructor with a copy of the material and a Lesson Plans box.

The key benefit for the trainer is the Lesson Plan box. It provides a standardized set of tools to assist the instructor train that particular lesson. The Lesson Plan box gives an estimated time to complete the lesson, any materials that are needed for the lesson, recommended activities, and additional points to assist in delivering the lessons such as Stories to Share and Delivery Tips.

Sample Module: Effective Traits

We usually end up avoiding the pushy salesperson. The one that follows you around the store, asking a million questions. There are many traits in a sales representative that we all avoid. Being that salesperson that a customer wants to see and to talk to takes a little bit of practice. But with these traits, you will become that salesperson, and that will eventually lead to the customer making a purchase, and beginning a positive, long lasting relationship with you.

Assertiveness There is a fine line between being assertive and being aggressive. Being pushy and overly aggressive can not only offend customers but also scare away perspective customers. On the other hand, being assertive, and in tune with the customer’s needs, you can draw in customers.

Before you begin the sale, know the objections/concerns the customer may have and be prepared to respond. Give all of the supporting data when delivering the sales pitch. Always be calm, positive, and honest about the product/service. This will convey the message that you are an authority in the field.

Assertive behavior:

• Calmness • Positivity • Enthusiasm • Honesty

Estimated Time 7 minutes

Timid salesman have skinny kids.

Zig Ziglar

Topic Objective Review the ways to be assertive

Topic Summary Assertiveness

Discuss ways you can be more assertive.

Materials Required Flipchart/Whiteboard & markers

Planning Checklist None

Recommended Activity List and discuss different ways to be assertive in sales. How can this be used every day?

Stories to Share Share any personal, relevant stories.

Delivery Tips Encourage everyone to participate.

Review Questions Why is it important to be assertive?

Emotional Intelligence What is emotional intelligence? It is the ability to identify and controls one’s emotions, and to recognize and manage others’ emotions. In short, being aware of one’s emotions and being able to control them, along with having empathy for others, are both signs of emotional intelligence. People with high

emotional intelligence are usually better team players, better problem solvers, and overall better “people” persons.

Those with high emotional intelligence are very aware of their own emotions. They know their triggers and are capable of controlling their emotions, even in stressful situations. High emotional intelligence also involves a motivation to understand other’s situations and empathize with them. Improving all of these traits is important to developing a high emotional intelligence.

Traits of a high emotional intelligence:

• Self-awareness • Self-regulation • Empathy


Topic Objective Review the importance of emotional intelligence.

Topic Summary Emotional Intelligence

Discuss how to develop a higher emotional intelligence.

Materials Required Flipchart/Whiteboard and markers


Recommended Activity List and discuss ways of increasing emotional intelligence.



Review Questions What are some ways you show your emotionally intelligence?

Solve Problems Sales = problem solving. If you want to be valued by your customers, you have to solve their problems. Customers that need solutions to high priority issues are willing to pay for those solutions. But first, you must identify the customer’s problem. What are they missing or needing? Then you must analyze that problem. What causes the problem? What could solve the problem? Then you

need to formulate several options to remedy the situation for the customer. Which products/services will solve this problem? And lastly, assist the customer in choosing the option that best suits their needs.


Topic Objective Review how selling is actually problem solving.

Topic Summary Solve Problems

Discuss how to identify and solve problems of your customers.

Materials Required 01: Solve Problems


Recommended Activity Complete the worksheet individually. Share your answers with the rest of the group.



Review Questions What are some ways to solve your customer’s problems?

Close The hardest thing to learn as a sales person is to close the deal, make the sale; no matter how you word it, there are many techniques to getting your customer to put their name on the dotted line. After you have presented all of the facts, and the customer wants the product, you may still need to gently push your customer to actually committing to the sale.

One of the techniques used is the assumptive technique. You assume the sale is completed and you say something like, “So you would like your delivery date to be next week?” Another technique is the bonus. Hold back a low cost, high value bonus to purchasing. Use this bonus to sway your customer into the purchase. Another way to close the deal painlessly is to put a deadline on the deal. This works well when offering sale prices. “This sale is about to expire, so I assume you want to take advantage of this pricing now?” would be a good example of this technique.


Topic Objective Review techniques to closing the sale.

Topic Summary Close

Discuss different methods of closing a sale.

Materials Required Flipchart/Whiteboard & markers


Recommended Activity List and discuss the different methods of closing a sale.



Review Questions Why is it important knowing different techniques?

Case Study Toni and Bob are attending a sales training workshop for newly hired sales people. They are learning some of the basics of sales and customer relations. At the end of the workshop, they meet to have coffee and review what they had learned that day. They plan on practicing their closing techniques with team members later.

Bob really enjoyed the session on problem solving. He had never considered sales as being a problem solving position. He thought approaching the sale asking “What is the problem and how can I solve it,” a very good idea to start using immediately. Toni attended the workshop on becoming more assertive. She learned that she doesn’t have to be aggressive to get the sale. She can be enthusiastic, authoritative, and positive to win over her customers.

They both attended the emotional intelligence workshop. They both scored highly in many areas, like empathy and self-awareness. Toni admits she cries easily when stressed, so she scored slightly lower on the self-regulation part of the test. They both admit that they learned a lot and are excited to start using all of the good advice.


Topic Objective Outline the ‘Effective Traits’ case study.

Topic Summary Case study

Materials Required Discuss the ways develop effective traits in regards to sales.


Recommended Activity None



Review Questions What traits did Toni and Bob decide to improve?

Module Two: Review Questions

1. Which is not an assertive trait?

a) Manipulative. b) Calmness. c) Enthusiasm. d) Positivity.

Being manipulative or intimidating is an aggressive behavior, it is negative, and not a good trait. Calmness, positivity, honesty, and enthusiasm are all positive traits of assertiveness.

2. Most customers purchase from sales people who are:

a) Aggressive. b) Intimidating. c) Overbearing. d) Assertive.

Customers will purchase more often from assertive sales people that are calm, positive in nature, and honest. No one wants to deal with others that are negative, dishonest, pushy, or aggressive.

3. What is emotional intelligence?

a) Your intelligence, as in IQ. b) How well you identify and control emotions. c) How well you score on emotional stability tests. d) An analytic market, used to recruit.

Emotional intelligence is being aware and in control of one’s emotions. It also refers to how well you identify the emotions and relate to those emotions in others. Empathy for others and self-control are good traits in sales.

4. Which is not a trait of someone who has a high emotional intelligence?

a) Empathy. b) Calmness. c) Problem solver. d) Hot temper.

Quick emotions show an inability to control one’s emotions. This is the trait of someone with a low emotional intelligence. Someone with a quick temper needs to assess triggers, and how to resolve these negative feelings.

5. Customers value sales people that ___________.

a) Close the sale quickly. b) Only visit when called. c) Solve their problems. d) Gives them discounts.

Sales is a form of problem solving. Once you identify the problem the customer has, you can then sell them the solution.

6. Sales is essentially __________ for the customer.

a) Problem solving. b) A waste of time. c) Money losses. d) Cause of problems.

Sales is essentially centered around the fact that the customer has a problem. You need to identify that problem and then “sell” the customer on the proper good/service.

7. After you present the data, the customer wants the product, the _____ is the next step.

a) Money transaction. b) Close. c) The sales pitch. d) Research.

After you identified the customer’s problem, you find the options and present all the data, and the customer wants the product, you then need to close the deal. Gently lead the customer to sign on the dotted line.

8. Which technique is not used to close the deal?

a) Assumptive. b) Bonus to purchase. c) Threats. d) Calendar deadline. Threats, manipulations, and other negative techniques are never the way to close the deal. You can however use positive techniques like offering a bonus to purchase, or pointing out a deadline.

9. What was one weakness Toni identified in her emotional intelligence scores?

a) She couldn’t identify her emotions. b) She has no empathy for others. c) She has a problem with self-regulation. d) She has no motivation.

Although all of these traits are bad for an emotional intelligence score, Toni admitted to not being good at self-regulation of her emotions.

10. What was the sales trait that Bob liked at the workshop?

a) Ability to close. b) Sales is the same as problem solving for the customer. c) Ability to identify his emotions. d) Ability to be assertive.

Bob liked the idea of identifying the customer’s problems and then solving these problems. He liked the idea so much, he was going to implement this thinking immediately.

Activities

During the facilitation of a lesson Worksheet or Handout may be utilized to help present the material. If a lesson calls for a Worksheet or Handout it will be listed in the Lesson Plan box under Materials Required. The trainer can then utilize the Activities folder for the corresponding material and then provide it to the participants. They are all on separate Word documents, and are easily edited and customized.

Below you will see the Worksheets or Handouts that are utilized during the training of the above lesson. They are located in the Activities folder and can be easily printed and edited for the participants.

Sample Worksheet: Solve Problems Identify a problem that the customer has, that could be solved by one of your products/services.

1.) ______________________________________________________________________________

______________________________________________________________________________

What causes this problem?

2.) ______________________________________________________________________________

______________________________________________________________________________

List several options to solve this problem.

3.) ______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Quick Reference Sheets

Below is an example of our Quick Reference Sheets. They are used to provide the participants with a quick way to reference the material after the course has been completed. They can be customized by the trainer to provide the material deemed the most important. They are a way the participants can look back and reference the material at a later date.

They are also very useful as a take-away from the workshop when branded. When a participant leaves with a Quick Reference Sheet it provides a great way to promote future business.

Solve Problems Sales = problem solving. If you want to be valued by your customers, you have to solve their problems. Customers that need solutions to high priority issues, are willing to pay for those solutions. But first, you must identify the customer’s problem. What are they missing or needing? Then you must analyze that problem. What causes the problem? What could solve the problem? Then you need to formulate several options to remedy the situation for the customer. Which products/services will solve this problem? And lastly, assist the customer in choosing the option that best suits their needs.

SMART Goals

SMART Goals is an acronym for the important criteria for setting a successful goal. Specific – The goal should be specific, simple, and clear. Measureable – The goal should able to be measured, not vague or open ended. Achievable – The goal should be achievable, a challenge, but not impossible. Results focused – The goal should focus on the end result, not on number of sales, the amount of dollars spent, etc. Timely – The goal should have a fairly short end time, to allow for maximum performance.

• S – Smart • M – Measureable • A – Achievable • R – Results focused • T – Timely

Anticipate Needs Up until know, you have completed the research, and you understand your customer’s values. You understand their challenges. What can you do to make your service above average? Foresee the future. Now, none of us have a crystal ball, but we can foresee challenges that may be in the customer’s future, and help the client overcome these challenges.

How do you do this? You take a little extra time to make sales calls “just in the nick of time”. For example, if a customer has a big event coming up, and is going to need extra paper supplies, make contact with that customer before they call you. Call on your seasonal clients, before the season starts. This not only beats the competition to the customer, but it will also show the customer that you take interest in them and their world.

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Certificate of Completion

Every course comes with a Certificate of Completion where the participants can be recognized for completing the course. It provides a record of their attendance and to be recognized for their participation in the workshop.

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PowerPoint Sample

Below you will find the PowerPoint sample. The slides are based on and created from the Instructor Guide. PowerPoint slides are a great tool to use during the facilitation of the material; they help to focus on the important points of information presented during the training.

Full Course Table of Contents

Preface ..............................................................................................................................................1

What is Courseware? ................................................................................................................................ 1

How Do I Customize My Course? .............................................................................................................. 1

Materials Required ................................................................................................................................... 3

Maximizing Your Training Power .............................................................................................................. 3

Module One: Getting Started .............................................................................................................5

Housekeeping Items.................................................................................................................................. 5

The Parking Lot ......................................................................................................................................... 6

Workshop Objectives ................................................................................................................................ 6

Action Plan Form....................................................................................................................................... 7

Evaluation Form ........................................................................................................................................ 8

Module Two: Effective Traits .............................................................................................................9

Assertiveness ............................................................................................................................................ 9

Emotional Intelligence ............................................................................................................................ 10

Solve Problems ........................................................................................................................................ 11

Close ........................................................................................................................................................ 11

Case Study ............................................................................................................................................... 12

Module Two: Review Questions .............................................................................................................. 14

Module Three: Know Clients ............................................................................................................ 17

Research ................................................................................................................................................. 17

Customer Values ..................................................................................................................................... 18

Customer Needs ...................................................................................................................................... 18

Anticipate Needs ..................................................................................................................................... 19

Case Study ............................................................................................................................................... 20

Module Three: Review Questions ........................................................................................................... 21

Module Four: Product ...................................................................................................................... 24

Know Your Product ................................................................................................................................. 24

Believe in the Company/Product ............................................................................................................ 24

Be Enthusiastic ........................................................................................................................................ 25

Link Product to Customer’s Values ......................................................................................................... 26

Case Study ............................................................................................................................................... 27

Module Four: Review Questions ............................................................................................................. 28

Module Five: Leads .......................................................................................................................... 31

Sift Leads ................................................................................................................................................. 31

Time vs. Cost of Pursuing Leads .............................................................................................................. 32

Let Go of Leads Going Nowhere ............................................................................................................. 33

Focus on Positive Leads .......................................................................................................................... 33

Case Study ............................................................................................................................................... 34

Module Five: Review Questions .............................................................................................................. 36

Module Six: Authority ..................................................................................................................... 39

Develop Expertise ................................................................................................................................... 39

Know Your Competition .......................................................................................................................... 40

Continue Education ................................................................................................................................. 40

Solve Customer Problems Using Authority ............................................................................................. 41

Case Study ............................................................................................................................................... 42

Module Six: Review Questions ................................................................................................................ 44

Module Seven: Build Trust ............................................................................................................... 47

Testimonials ............................................................................................................................................ 47

Be Transparent ....................................................................................................................................... 48

Be Genuine .............................................................................................................................................. 48

Take on Customers’ Point of View .......................................................................................................... 49

Case Study ............................................................................................................................................... 50

Module Seven: Review Questions ........................................................................................................... 51

Module Eight: Relationships ............................................................................................................. 54

Listen Actively ......................................................................................................................................... 54

Communicate Often ................................................................................................................................ 55

Rewards .................................................................................................................................................. 56

Build New Relationships ......................................................................................................................... 57

Case Study ............................................................................................................................................... 57

Module Eight: Review Questions ............................................................................................................ 59

Module Nine: Communication .......................................................................................................... 62

Be Prepared, Not Scripted....................................................................................................................... 62

Use Humor .............................................................................................................................................. 63

Be Yourself .............................................................................................................................................. 64

Thank and Reward .................................................................................................................................. 64

Case Study ............................................................................................................................................... 65

Module Nine: Review Questions ............................................................................................................. 67

Module Ten: Self-Motivation ............................................................................................................ 70

Value Your Work ..................................................................................................................................... 70

Reward Achievements ............................................................................................................................ 71

Focus on Success ..................................................................................................................................... 72

Do Not Procrastinate .............................................................................................................................. 72

Case Study ............................................................................................................................................... 73

Module Ten: Review Questions .............................................................................................................. 75

Module Eleven: Goals ...................................................................................................................... 78

SMART Goals .......................................................................................................................................... 78

Long-Term Goals ..................................................................................................................................... 79

Short-Term Goals .................................................................................................................................... 79

Track and Modify .................................................................................................................................... 80

Case Study ............................................................................................................................................... 81

Module Eleven: Review Questions .......................................................................................................... 83

Module Twelve: Wrapping Up .......................................................................................................... 86

Words from the Wise .............................................................................................................................. 86

Review of Parking Lot ............................................................................................................................. 86

Lessons Learned ...................................................................................................................................... 86

Completion of Action Plans and Evaluations .......................................................................................... 87

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