Uploaded by Mohd Fitri Fadzil

Consultative Selling Skills

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Consultative Selling Skills
12th – 16th November 2018
MYNIC Berhad
SALES MINDSET
Factors Affecting Success In Sales
Product
Knowledge
Aftersales
Service
Networking
Appreciation
(Rewards and
Benefits)
Selling Skills
Sales Call Reluctant
No
confidence
No discipline
No ice
breakers
No contact
info
No focus
No
incentives
No value
No practice
SALES FUNDAMENTAL
Roles & Responsibility of
Salesperson
Sell/
Achieve Sales
Maintain
excellent
relationships
Perform market
research
Complete
documentations
•Selling must take
estimation 50%
from our times
everyday!
•Avoid taking too
much time to
complete
documents,
maintain rapport
and perform market
research
Psychology of Buying
Desired State
Gap
Present State
The Psychology of Selling: How SALESPEOPLE GRAB THE
OPPORTUNITY to increase the GAP of Client Response from
Present State to Desired State!
The Buying Process (Philip Kotler)
Problem/
Need
Recognition
PostPurchase
Behavior
Purchase
Decisions
Information
Search
Evaluations
of
Alternatives
Clients’ Needs
physical
• Physical Equipments are Functioning
• Products and Services well known
• Amenities are well Served
• Satisfaction feelings from customers
• Their happiness and Peace of Mind
Emotional • Building Rapport (Sense of Belonging)
Mental
Spiritual
• Sense of Appreciation (Remember their Names and Recognize
them)
• Attentiveness and Focus to the Clients
• Calmness and peace
• Behavioural and Attitude
• Creating a harmony environment
Hierarchy of Client Behaviour
Ownership
Apostle-Like
Behavior
Commitment
Loyalty
Satisfaction
•YES or NO
•If YES, will they
consider again of
buying?
•We must provide
the best services
to our potential
customers.
Example: Value
added
•They commit of
purchasing our
product for many
times.
•Our Customer
become our
followers. They
gain trust and start
to purchase
without questioning
•Customers
become
influencer. They
starts to influence
people and
braodcast our
capability of
serving the
product
Multi Generational Clients
Generation
Characteristics
Veterans (1922-1945)
•
•
•
•
Loyal to company
Disciplined
Frugal
Value clear authority
Baby Boomers (1946-1964)
•
•
•
•
Optimistic
Opportunistic
Competitive
Hardworking
Generation X (1965-1980)
•
•
•
•
Loyal to career
Skeptical
Resourceful (Facts &Figures)
Independent
Millennials/Generation Y (1981-2010)
•
•
•
•
Pragmatic
Tech-savvy
Energetic
Collaborative
Logical
and
Emotional
Desire to
our
Products!
Action
Make the
prospect
interested
Desire
How to
make
Client
listen to us
Interest
Attention
General Principles of Selling
How we
ensure we
close the
sales!
Sales Cycle
Prospect @
Create
Interest
Follow up @
Follow
through
Close Sales
Build Rapport
& Understand
Client Needs
Address
Client Needs
MYNIC CONSULTATIVE SELLING
& ACCOUNT MANAGEMENT
PROCESS
Source of Lead
Existing Customer
Leads (Extract
from database)
Family and
Friends
Printed Directory
(Government
Directory Books)
NGO
(Browsing ROS)
Social Media
Expo & Events
(Call Card
Collections)
Referrals
(Attached Clients)
MYNIC SALES MODEL
Prospect
• Use your small cycle first (Friends &
Family)
• Putting phone, mail, email, face-to-face
interactions
• Tapping business contacts
Prepare
Research
Set
Objectives
Prepare to
Manage
Open (Effective Openers)
• Third Party Endorsement
( Being the sole administrator for the web address that end with
.my in Malaysia, we have put many local product online and
increase their revenue at least 200% in 3 month like we did to
Gpnetwork.my. Are you interested to have the same result?)
• Name Dropping
(Mr. Hakim, your business partner insisted that I call you
regarding your concern of unifying your online presence visibility
under one brand. Can I help you on this?)
Open (Effective Openers)
• Raising Doubts
(Do you know that if you don’t secure your online identity now, others will do
and pretend to be you. Ending up you will lose money and worse your
reputation. Allow us to address your concern now before its too late)
• Problem Related Questions
(Based on latest statistics by MDEC, 80% Malaysian businesses is still yet to
go online. The major reason given is they facing difficulties in looking for trusted
partner. We are from government agency that can deliver all our promises well.
Thus,can we be your partner?)
• Empathetic Acknowledgement
(Is very frustrating to browse to internet in finding a complete and flexible
solution to cater business needs. In MYNIC we understand that because we
have been working with small SME & received supports from big corporations
and government. Furthermore, we involved in many SME dialogues. So trust us
we can cater what you need. Please allow us to help you
Consult
Acknowledging
Empathizing
Listening /
Recording
Clarifiying
Observing
Questioning /
Probing
Analyzing
8
Essential
Skills
Body Language
Consult (Probing Techniques)
Pacing
Drill Down
Trading
Feedback
Prefacing
Examples of Consultation
1. Can you brief me a little bit about your business
and product?
2. Who is your main customer? From where is the
sales coming from, offline or online? How the
customer know about you? Is the rate of
repeatable customer is high?
3. Which platform you are currently using? Because
it will help us to offer suitable solutions
4. Do you have your own website and social media
to promote your products?
5. What do you think about e-commerce?
Examples of Consultation
6. Based on recent MDEC study, 80% business still
not go online. As we know, the latest generation
do their shopping online. Do you want to explore
on the new ways of shopping?
7. Can you share with us your sales revenue last
year and your future projection for upcoming
years because it will give us a chance or
indication to industry standard?
8. Where do you see your company in 5 years?
9. Usually company will spend around 20% from the
projected revenue for the marketing budget. Is
this the same applied to your company?
Examples of Consultation
10. From your experience when is the best
time to implement any marketing plan?
(e.g: season sales, year end sales,
festival sales)
11. Once we completed our proposal, to
whom should we presented this proposal
for approval?
Propose (MYNIC Model)
Features
1
2
Domain Name
Web Hosting
Advantage
Benefits
SEO Ranking
Reach higher traffice
Easy to Memorize
Easy to find online
Protect / Correct Pages
Will create Peace of Mind
As a First Step
Enhance Professional Image
99% uptime guaranteed
Will create Peace of Mind
Unlimited Bandwidth
Transaction easily converted
C Panel
Custome Tailored Made
Security of Product
Create Peace of Mind
40GB dedicated hosting
Archieve Data
Easily run the website through C
Panel
Propose (MYNIC Model)
Features
3
4
Site Builder ProV3
Domain Mapping
Advantage
Benefits
No coding required
Easy to configure and design
Visually appealing
Attract tons of customers
Ease of use
Time saving & Convenient
Complete Features inside site
builders (e-commerce, payment
gateway for online transaction)
Plug & play – Cost saving
24/7 customer service
Easy to reach
No need to remember details
such as phone number and URL
Convenient to customers Easy to
reach
10 social media to map
Wider reach of market
Up to 30 social media
Cost saving and no need to subscribe
much
Dashboard can configure all
mapping
No need to hire people - cost saving
Easy reference user guide –
comprehensive and prestigous
for business
Looks like knowledgable and IT savvy
Propose (MYNIC Model)
Features
5
Advantage
Benefits
Virus & Spyware
Protection
Auto install patches
Up-to-date protection
DeepGuard™
Features
Instant protection against
unknown threats
Secure online transactions
Browsing
Protection
Additional protection against
unsafe website , improve
safer browsing
enviromenment
Create Peace of Mind
CloudBased
Detection
Once connected to internet,
considered secured
Create Peace of Mind
AV Test Award
Best Protection
(2011-2014)
Experience world class
antivirus with verified awards
Trusted brand, Prestigous
MYNIC Unique Value
•
Government Agency – Policy Maker, 15 years established in the market
•
Marketing Fund – Support your selling activities – Increase Sales with
subsidized marketing costs
•
G2G collaborations – Penetrate into government & Corporates –
Convenient to reach the untapped frontiers
•
Providing Expertise – Create public awareness online – Gain more trusts
from customers thus increasing sales
•
CEO is one of MKN’s Panel – First hand information on cybersecurity on
cyber issue – We can take early prevention action
•
24/7 customer service – Good Aftersales Support – Give trust and Peace of
Mind to Customers
Handling Objections (LSCPA Model)
Listen
• Listen to the Objection
• Do not simply reject objections
Share
• Acknowledge & Share
• Example: I understand...Perhaps I don’t...
Clarify
• Get root of concern
• Example: But please enlighten me..
Present
• Answers, Solutions, @ Alternatives
• Example: FAB Points
Ask
• Further if they are agreeable
Close
Be confident,
Look for the
right signals
(Verbal @
Non Verbal)
Agree Next
Action
Handle
Objections
and
Concerns
Ask for the
closing
Keep silent &
Wait
Manage (LSCPA Model)
Listen
Share
Clarify
Present
Ask
• Listen to the Complaints
• Acknowledge & Share
• Get root of concern
• Answers, Solutions, @ Alternatives
• Further if they are explanations
Grow
• Client Profiling
• Client Portfolio Review
• Portfolio Consolidation
Parking Lot
• Aftersales Support (Back-end Execution,
Automation, Product Knowledge, End-to-End
Process)
• Standard marketing tools (videos, flyers,
bunting, banner)
• Infographic User Guidelines
• Interactive Content on Socmed
• Performance Related Culture
• Physical surrounding and environment is very
crucial in closing deals
Parking Lot
• End to end process from product to after
sales services must be top notch
• Complimentary gifts for individuals
• Referral Programs
• Corporate Company Profile (Calendar Flip)
• iPad (suitable gadgets), Tablets (up-to-date)
• Sales Uniform
• Standardize colors for Brandcomm
• Call Card Designs (Address of Company is
too small
Parking Lot
• Customer Service Experience for
Marketing Team
• Bonding Sessions, Retreat outside office
for Sales People
• Sales Coordinator
• 10% from sales, 90% comes after sales
• Monthly newsletter to our customers
• Birthday gifts for individuals
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