first impressions selling

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Foundation for Selling Excellence (“First Impressions” Selling)

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First Impressions Selling

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Page 1: First impressions selling

Foundation for Selling Excellence

(“First Impressions” Selling)

Page 2: First impressions selling

The “Sales The “Sales Profession” Profession”

What Is What Is Your View?Your View?

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Before joining this profession, what was your perception of the selling profession and salespeople?

Sales Profession – Your View

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First ImpressionsFirst Impressions

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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?

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FIRST IMPRESSIONSFIRST IMPRESSIONS

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FIRST IMPRESSIONSFIRST IMPRESSIONS

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FIRST IMPRESSIONSFIRST IMPRESSIONS

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FIRST IMPRESSIONSFIRST IMPRESSIONS

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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

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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.

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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.

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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.

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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

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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)

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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

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LISTENINGLISTENING

Stay Focused

Capture the Message

Help the Speaker

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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

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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

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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

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TRUST AND RAPPORT TRUST AND RAPPORT CONVERSATIONCONVERSATION

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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

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The The

10 Biggest Mistakes10 Biggest Mistakes

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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

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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

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Finally!!!Finally!!!

Page 27: First impressions selling

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!

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