effective selling skills one day revision draft[1]

8/3/2019 Effective Selling Skills One Day Revision Draft[1]

1/49


2/49

Effective Selling

Skills


3/49

Programme Aims

To Understand the concept of selling and who the salesperson is.

To understand the characterisitics of the effective sellsperson.

Understanding the importance of effective customer

serviceAbility to identify the customer needs and preferences

Identify criteria for making on target recommendation.

Knowing how to effectively manage the selling process


4/49

What are we going to cover?

Definition of selling.

Characteristics of an effective sales person

Communication skills for effective selling

The Retail Selling ModelHow to Make On- Target recommendation to clients

How to Handle Customer Resistance

Techniques used in Closing a sales pitch

Value Added SellingThe power of Follow-up


5/49

What is Selling?

Module one


6/49

What is Selling?

Definition of a sale:

Giving money in return for a commodity

Selling is finding out what the client wants and

helping them to get itSelling is the ability to congruently influencesomeone

Sales Person:

Person employed to do this


7/49

The Effective Sales PersonThe Effective Sales Person

Professional

Friendly

Well presented

People skills

Communication skills

Presentation skills

Knows market

Excellent product knowledge

Follow up


8/49

The Retail Selling ModelThe Retail Selling Model

Greet the customer

Establish Rapport and Trust

Listen

Probe

Recommend

Overcome sales objections

Close saleSell up


9/49


10/49

Customer Service

Module Two


11/49

How do you Greet the customer ?How do you Greet the customer ?

Put a smile on your face Friendly

Use Sir/ Madam as may be

appropriateAsk for customers name People skills

Avoid religious or tribal greetings

except if the customer relates to you

that way.


12/49

Customer Service Tips

Always acknowledge waiting customers

Be polite , Smile

Listen to the customers

Jot down important points e.g Nokia Budget=N=20,000.00 Dont argue with the customer

Dont hide behind company polices when youcannot solve a customers problems.


13/49

What is Communication?

Module Three


14/49

What is Communication?

Communication is the act of passing across a

message from one person to the other.

Communication can be broadly categorized intotwo groups

Verbal Communication

Non Verbal Communication


15/49

Communication Skills Contd

Verbal SkillsVerbal Skills

Speaking Questioning


16/49

Communication Skills Contd

Non- VerbalNon- Verbal

Listening

Body Language

Interpreting


17/49

Verbal Communication

Module Four


18/49

The 5 Rules of Verbal

Communication

Ensure good vocal delivery

Use descriptive language

Use Short Sentences

Avoid Jargons

Avoid tag lines such as I guess, I hope, sort

of etc


19/49

Ingredients for good Vocal deliveryIngredients for good Vocal delivery

Pitch

Volume

RatePunch

Pause

Diction


20/49

How to identify Customers NeedsHow to identify Customers Needs

A need could be defined as :

A set of wants

A state of deprivation or lack

In order to ensure customer satisfaction, it is

imperative that we understand what needs they have .

A customers needs can be discovered by simply

asking QUESTIONS!


21/49

Use of Questions

Questioning Skills are import in the retail environment

for the following reason:

Why do we ask questions?

It helps us get information from the customer

Helps to know if the customer is following the

train of thoughts / ideas being presentedHelps to establish the need of the customer


22/49

Customers Needs ContdCustomers Needs Contd

The types of questioning techniques would include:

Open ended questions

Close ended questionsReflective questions- seek to evoke thethought on the part of the customer.

Leading question- seeks to guild the customer

in a particular directionNB Confirm by Restating or repeating


23/49

Non VerbalCommunication

Module Five


24/49

Listening

Listening to customers when they talk shows the

following:

Commitment

Care

Interest

RespectHelps build rapport


25/49

Types Of ListeningTypes Of Listening

Types of listeningTypes of listening

Passive Listening

Intermediate Passive

listening

Active Listening


26/49

Passive Listening

Characteristics of Passive listening includes

Lack of attention

Inability to process both verbal and non-verbalmessages

This type of listening is usually characterized by

this phrase

OOPS I Didnt catch What you Just Said!


27/49

Intermediate Passive Listening

This type of listening is characterized by the

following:

Listeners inability to process what is heard intousual information.

Fading in and out of a conversation

Getting fixed on an idea


28/49

ActiveActive Listening

This is the ideal state of listening skill that should be

attained. This is usual characterized by the following:

Conscious awareness of the conversation

The ability to internalize information

Creating conceptual ideas in the mind which

would aid understanding


29/49

Ways To Improve YourWays To Improve Your

Active Listening Skill levelActive Listening Skill level

Block out all conflicting thoughts

Stop talking both verbally and in in your head

Jot down points, without jotting down, usually80% of the information given may be lost!

Avoid bias/ prejudgment

Concentrate on the conversation/ focusMake a conscious effort to listen!


30/49

Body Language

Apart from communicating verbally, our non-verbal

message( body language) is also a very important part

of the communication process.


31/49

Body Language ContdBody Language Contd

In body language the most import parts to

observe includes:

Eyes an Brow

Facial Gestures

Torso and arm Behavior

Leg Activity


32/49

Eye And Brow MovementEye And Brow Movement

Positive Behavior

Direct Eye Contact

Smiling Eyes

Relaxed Brow

Negative Behavior

Limited or no eye contact

Tension in brow


33/49

Facial GesturesFacial Gestures

The most important facial gesture we need to take not

of is the mouth

Positive Behavior

Upward turn in the corner of the

Downward turn , tightly held lips

Negative Behavior


34/49

Arm and Torso MovementArm and Torso MovementThe third important in understanding body language is

reading arm and torso movement.

Positive Behavior

Leaning forward

Still- interested in what you are saying thananything else

Mirroring you


35/49

Negative Behavior

Rigid body postureCrossed arms

Tapping fingers

Fidgeting with hands or objects

Arm and Torso MovementArm and Torso Movement

ContdContd


36/49

Leg Activity

Positive Leg Activity

Negative Behavior

Mirroring

Fidgety leg movement

Legs crossed pointing away from you


37/49

Making on Target

Recommenda

tionsModule Six


38/49

How to make on target

recommendationAfter identifying the customers needs , it is also

necessary to recommend the right products or

service to the customer.

Tools to making the right Recommendation.

Identify the customers need

Know your customer( budget etc)

Listen/ ask questions

Know your Products and services


39/49

Role of Product Knowledge In

SellingIdentify and know the features/ functions ofeach product

Know the price for as many products aspossible

Know how to demonstrate the features of thephones etc you have on sale.

Identify what benefits the subscriber stands togain by buying particular products


40/49

Handling Objections

Module Eight


41/49

Handling Customer Resistance.Handling Customer Resistance.

A simple rule for overcoming objections to making a sale

is the LPRC approach

L- Listen

P- Probe

R- Restate benefits

C- confirm if objections has been overcome


42/49

How to Close A Sale

Module Nine


43/49

Closing A Sale

A close is a statement or statements that leads to a

customer saying yes or no to a commitment.

Types of Closing Techniques

Assumption close - May I take your order close

Invitation close Why dont you give it a try

IInducement close- discount, promo, value added

close


44/49

Closing Sales ContdSSummary close- restate benefits and highlights of

customers agreements.

Indirect close e.g Would you like to take it with the

carrying case?

Alternative Choice Close closing by asking which ofthe items they would like to purchase. E.g would you like

to buy the red or blue

Reverse close- asking why the customer would not buy

from you.


45/49

Selling up

Module Ten


46/49

Selling up

Selling up implies

what else can I add to the customers shopping

chart.


47/49

Work PreparationModule Eleven


48/49

Work Preparation for the Sales

person

Drop all emotional and psychological baggage!

Ensure that you look prim and proper( your nice

appearance also raises your self esteem !Make sure sales environment is clean

Get stationary within reach

Log on to all relevant systems

Sell, sell ,sell !!!!!!!!!!!


49/49

effective selling skills one day revision draft[1]

Documents