selling skills & selling strategies

8/8/2019 Selling Skills & Selling Strategies

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Selling Skills & Selling

Strategies


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Oxford University Press 2005, All rights reserved. 2

Selling and buying styles

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( , )9 People Oriented ,am customer s friendwant to understand himnd respond to hiseelings and interests so.hat he will like me Its the personal bond that

eads him to purchase.rom me( , )5 Sales techniqueOrientedhave tried an effectiveoutine for getting a.ustomer to buy Itotivates through a

lended personality androduct emphasis, )1 Take it or Leave itplace the productefore the customer andt sells itself as and.hen it comes

( , )1 Push the productOrientedtake challenge of theustomer and hard sell,im polling on all theressure it takes toake him buy

( , )9 Problem SolvingOrientedconsult with the customero as to inform myself ofll the needs in hisituation that my products.an satisfy We work towardssound purchase decision on

,is part which yield himhe benefits he expects from.t


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Selling and Buying Styles


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Selling Situations

The Sales Task and Function

Maintenance Selling

Developmental Selling


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Selling Skills

The good The bad The Ugly

HonestLoses a sale graciouslyAdmits mistakesPossesses problem-

solving capabilitiesFriendly but professionalDependableAdaptableKnows my businessWell-preparedPatient

Does not follow upWalks in without appointmentBegins call by talking sportsPuts down competitors

productsHas poor listing sillsMakes too many phone callsMakes lousy presentationsFails to ask about needsLacks product knowledgeWastes my time

Has a smart ale attitudeCalls me dear or sweetheart(I am a female)Gets personal

Does not give purchasingpeopleCredit for their intelligenceWhinesLiesWines and dines mePlays one company againstanotherActs pushySmokes in my office


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Selling skills

ellingSkills

isteningSkills

onflict managementnd resolutionskills

egotiationnd argainingskills

roblemolvingskillsffective ommunicationskills


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Communication Skills


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Communication process

Noise

Channel

FeedbackntendedMessage

ent Message

Encoding

erceivedMessage

eceivedMessage

Decoding

Sender Receiver


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Managing Body Language

Personal Appearance

Posture

Gestures Facial Expressions

Eye Contact

Space Distancing


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Process of listening

AttendanceInterpretation

Evaluations

Remembrance

esponseAction


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Levels of listening

FeedbackParaphrasing

mphaticlistening

Clarifications

ctive Listening!arriers to Listening


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Barriers to Listening


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Conflict managementskills

vModels of conflictvComponents of conflictvThe conflict resolution process: - lumping - avoidance - coercion - meditation - conciliation - arbitration - adjudication - negotiation


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Conflict Management Skills


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Models of Conflict


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Components of Conflict


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tage Iotential ppositionrIncompatibility

tage II&ognition

Personalization

tage IIIIntentions

tage IVBehaviour

tage VOutcomes

ntecedentConditionsCommunicationersonalVariables

Structure

erceivedConflict

eltConflict

onflictandlingIntentionsCompeting

CollaborationCompromising

AvoidingAccommodating

vertConflictarty s

ehaviourthersreaction

ncreasedroupperformance

ecreasedroupperformance

Conflict management process

M th d f C fli t


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Methods of ConflictResolution

Competing: Each party pursues is owninterests, regardless if the impact on thee other party.

Collaborating: Both parties in a conflict

try to satisfy fully the concerns of bothparties.

Avoiding: one party withdraws from orsuppresses the conflict.

Accommodating: One party aggresses toplace the opponents interests above itsown.

Compromising: Both the parties agree togive up something.


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Nadir and Todd in their book The disputingprocess Law in Ten Societies have identified 8

procedures used to handle conflict:

Lumping

Avoidance

Coercion

Mediation

Conciliation

Arbitration

Adjudication

Negotiation


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Negotiation Skills

Si i d Ti i f


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Situation and Timing forNegotiations

Seller s reservation(price seller wants

)s or more

Buyer s reservation(price buyer wants

)b or less

Seller s surplus

Buyer s surplus

Seller wants tomove c up

Buyer wants tomove x down

one ofagreement

F l ti f B i i


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Formulation of a BargainingStrategy


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The Theory & Strategy ofPrincipled Negotiation

Separate the people from the problem

Focus on interests,not on positions

Invent options for mutual gains

Insist on objective criteria


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Negotiation Tactics

Acting Crazy

Auctioning

The Good guy-Bad guyroutine

Big Pot Budget Bogey

Get a prestigious ally

Escalation

The Well is Dry

Limited authority Whipsaw/auction

Divide and Conquer

Reunion

Deadline

Sticks and Stones

Get lost/Stall for Time

Take it or leave it

Wet Noodle Veiled Threat

Lets split the difference

Play the devils advocate

Trial balloon

Surprises

Whats the rock bottomprice

Adversarial negotiationtactics


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Problem solving skills

Habit I: be proactive Habit 2: begin with an end in mind

Habit 3: put first things first

Habit 4: think winwin Habit 5: seek first to understand, then to

be understood

Habit 6: synergize Habit 7: renewal

Characteristics of


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Characteristics ofIneffective/effective

problem solverCharacteristics Ineffective problem-solver Effective problem-solverAttitude Thinks nothing can be done; gives upeasily

Believes the problem can be solvedActions Lies back and expects that a solution

will come naturally; unable to re-describe the problem; jumps toconclusions very fast

Re-evaluates the problem several timesto look at the issue from different angles;Re-describes the problem; asks himselfquestions; creates a mental picture,draws sketches, and writes equations

Accuracy Does not check Checks and rechecksSolutions procedures Does not break the problem, lets it be as

it is.Does not know where to start from; failsto identify key concepts; relies on guess;does not use any special plan; quits orwithdraws

Breaks the problem into smaller

problems leading to the larger problem;starts at a point where he understandsbetter; uses a few fundamental conceptsas building blocks; uses decisionheuristics; perseveres when held up orstruck; uses quantitative formula andequations to solve the problems; keeps a

track of changes and progress


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Problem Solving Process

efine the problemenerate alternative solutions

ecide the solutionmplement the solutionvaluate the solution

ro em e n t on


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roblem efinitionTechniques

ind out origin of the problemxplore the problem

resent desired state analys

luate problem statement

atement and Restatement unker s diagram

ro em e n t ontechniques

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Dunkers Diagram

chieve theesired stateossible path to theesired state

ath 1 ath 2 ath 3&olutions to implement paths to

esired solutions

olution 1 olution 2 olution 3

eneralSolution

unctionalSolution

pecificSolution

Statement Restatement


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Statement RestatementTechnique

FuzzyMess

erceived problems

e Statement

e Statementinal problemStatement

elaxConstraints

ake an ppositeStatement

Generalize

f d i i


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Components of a decisionon a future course of action

ituation analysis

roblemanalysisPasthat is thefault

ecisionanalysisotentialroblemAnalysis

Futureow to preventfuturefaults?


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