first impressions selling
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First Impressions SellingTRANSCRIPT
Foundation for Selling Excellence
(“First Impressions” Selling)
The “Sales The “Sales Profession” Profession”
What Is What Is Your View?Your View?
Before joining this profession, what was your perception of the selling profession and salespeople?
Sales Profession – Your View
First ImpressionsFirst Impressions
First Impressions
Take a look at the next four slides and ask yourself (Write down your observations on worksheet 3) Who are these people? Where are they going? What are your impressions of them?
FIRST IMPRESSIONSFIRST IMPRESSIONS
FIRST IMPRESSIONSFIRST IMPRESSIONS
FIRST IMPRESSIONSFIRST IMPRESSIONS
FIRST IMPRESSIONSFIRST IMPRESSIONS
PROJECTING THE PROJECTING THE RIGHT IMAGERIGHT IMAGE
Our non-verbal behaviour can communicate a strong message, including:
Posture Facial expression Dressing and grooming Being on time
POSTUREPOSTURE
Stand straight and comfortably. Stooping or standing too casually, may
come across as disrespectful, tired, unenthusiastic, or disinterested.
Standing too stiffly, may appear rigid, nervous, uncomfortable, unapproachable, or cold.
If the customer moves toward or away from you, hold your ground. The customer is probably adjusting personal distance according to their comfort zone.
FACIAL EXPRESSIONSFACIAL EXPRESSIONS
Make appropriate eye contact, focusing on the customer without nervously blinking or looking away.
Show a warm, natural, genuine smile.
Everyone likes happy, cheerful people no matter what mood they are in.
DRESSING & GROOMINGDRESSING & GROOMING Our appearance and actions play strong roles in
helping the customer make their decision.
The first thing that the customer is going to notice is our dress and grooming.
Our attire should project an all-business image.
We should emphasise quality, not style, in our wardrobe. Be aware of the customer’s and industry’s unwritten dress code.
We should avoid dressing to stand out and bring unnecessary attention to ourselves. The focus of attention should be the customer and the product.
Don’t be late for an appointment
Allow enough time so that even if traffic is heavier than expected, you will still arrive on time.
Being late is an easy way to tell customers that you don’t respect them and don’t value their time.
Call the customer if you are going to be unavoidably late.
If arriving too early, review call notes, plan needed resources, etc.
BEING ON TIMEBEING ON TIME
Be five minutes early, but remember …
Arriving too early may signal to the customer that you are too eager or nervous about the sale. The customer may feel pressured to see you before the appointed time or may believe that you have nothing else to do – that your time is not valuable.
Rushing to a sales appointment is a sure way to arrive exhausted, which is something a customer will notice.
Be relaxed when meeting the customer. Always have something to read to avoid fidgeting and getting edgy before the meeting.
BEING ON TIME BEING ON TIME (continued)(continued)
THE ART OF THE ART OF LISTENINGLISTENING
Active Listening means being in the moment with your customer
Be involved; give full attention to your customer
Set aside your own opinions/perceptions
Watch non-verbal cues
Clarify and confirm your understanding of points made by your customer by: Restating or Summarizing Acknowledging verbally and non-verbally Use body language to encourage participation
Use silence to your advantage
LISTENINGLISTENING
Stay Focused
Capture the Message
Help the Speaker
Building RapportBuilding Rapport
Demonstrate Passion for Customer Needs
Sell your products with enthusiasm and confidence
Be proud of the company you work for
Show a genuine interest in your customer’s ‘world’
Be in the moment
Actively listen
RAPPORT BUILDINGRAPPORT BUILDING
Keep it short and simple.
Ask simple questions to judge the customer’s state of mind.
Have a plan
Relax and enjoy the call
RAPPORT BUILDINGRAPPORT BUILDING
Show sincere interest and admiration for the
customer.
A positive comment helps to set a good tone. But don’t overdo it.
Discuss topics that are of interest. Try general topics like weather, sports, or current
affairs. However, be SINCERE…NOT CANNED
TRUST AND RAPPORT TRUST AND RAPPORT CONVERSATIONCONVERSATION
Trust and Rapport Conversation(Role-Play Examples)
Scenario 1 Two friends are discussing taking a vacation
together; their pacing is different; they are getting along well
Scenario 2 The same two friends are discussing going on a
skiing vacation; one wants to go skiing; one does not; they disagree but stay in rapport with each other
Each conversation takes two to three minutes
Discuss First Impressions From Dialogue
The The
10 Biggest Mistakes10 Biggest Mistakes
TEN BIGGEST SALESTEN BIGGEST SALESMISTAKESMISTAKES
Failure to pre-call planFailure to pre-call plan
Failure to set call objectivesFailure to set call objectives
Failure to identify customer’s needs Failure to identify customer’s needs
Inability to articulate the product features Inability to articulate the product features and benefits to fit the needand benefits to fit the need
Too fast a pace in the sales presentationToo fast a pace in the sales presentation
TEN BIGGEST SALESTEN BIGGEST SALESMISTAKES MISTAKES (continued)(continued)
Overreacting to objections (defensive, Overreacting to objections (defensive, aggressive, dismissive, etc.)aggressive, dismissive, etc.)
Not earning the right to or asking for a Not earning the right to or asking for a commitment too soon commitment too soon
NervousnessNervousness
Talking too much (90% vs. 10%)Talking too much (90% vs. 10%)
Failure to deliver joint promises madeFailure to deliver joint promises made
Finally!!!Finally!!!
Finally!!!Finally!!!A professional and respectful approach will always be A professional and respectful approach will always be
favoured over the opposite and it’s important that the favoured over the opposite and it’s important that the sales representative “reads” the customer’s non-sales representative “reads” the customer’s non-
verbal while listening more than “TALKING”. Not only verbal while listening more than “TALKING”. Not only will you be an effective salesperson if you follow will you be an effective salesperson if you follow these steps but you’ll be an effective “Person” as these steps but you’ll be an effective “Person” as
well!well!