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The Selling Process
1. Greeting
2. Qualifying the Customer
3. Presentation “Pitch”
4.
5.
6.
7.
Solution Selling – Feature vs.
Benefit Selling
Increasing UPT – Up selling
Handling Objections
Closing
Referral
Follow Up / Referral #2
What is the oldest
profession in history?
The 5 characteristics of a
great sales person:
Integrity
Enthusiastic & Passionate
Understanding
Effective Communicator
Team Player
How do I do my best EVERY day?
1. Wake up early.
2. Love what you do.
3. Covert anger to resolve.
4. Take every “NO” as “NOT YET”
5. Read for 20 minutes every day.
6. Tell yourself you’re the best!
The Selling Process
6 Step Sales Process
1.Initial Contact - greeting
2.Qualifying the customer - building rapport
3.Presentation / Pitch
4.Handling Objections
5.Closing
6.Follow Up
Initial Contact
START ON THE OUTSIDE:
Look at your store’s exterior!
• Things to watch:
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Siding or brick – keep it clean and in good shape
Signage – keep it lit and clean
Awning – keep it clean and free of rips
Parking Lot – free of debris
Sidewalk – free of debris, cigarette butts,
shoveled, tripping hazards, ect.
– Windows - clean and clutter free. Make sure junk
from the inside is not showing on the outside (i.e.
boxes)
INSIDE:
Stand just inside your front door and see what
your customer sees!
Customer’s vantage point just inside the door:
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–
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Rug, carpet, tile
Posters and wall coverings
Lighting
Displays
Furniture layout
YOU:
Your appearance should be:
•Nicely dressed
•Nicely groomed
•Enthusiastic
•Attentive
•Friendly
•AWAKE!
Greeting the Customer
THE MOST IMPORTANT FACTOR
of your initial contact is your approach!
Your approach will have a lasting impact
on the customer and will drive the
direction of your relationship
with them from that point forward.
5 second / 5 step Rule:
You have
5 seconds or 5 steps
from the time the customer
enters the store to greet them!
BEAT
THE
CLOCK
Tips for Greeting Customers:
•Have a positive attitude
•Greet with their name
•Be personal then professional
•Ask specifically how you can help them
•SMILE – and KEEP SMILING
•Shake hands
•Make steady eye contact
•Have an agenda ready
•Focus on the customer
5 Greetings that will boost sales
with walk-in customers
“Well, Hello! It’s nice to see you again!”
“Hi, you’ve been in before haven’t you?”
“Thanks for blowing in today!”
“That’s a cool phone (or bluetooth headset)!”
“Have you looked at this BlackBerry before?”
Communication
7% -- Verbal
38% -- Tone
55% -- Gestures and Mannerisms
Qualifying the Customer
and Building Rapport
Why do we qualify?
?? ??
What are buyers looking for?
1. A noticeable difference in your service
and your competition.
2. A better perceived value in buying
your service vs. your competition.
3. Little or no risk in purchasing from you.
4. The buyer must like you, believe you,
have confidence in you, and trust you.
4 ½. Lowest Price.
Pre-Qualifying
“I can tell by looking at him – he’s just browsing.”
“They’re just old folks killing time.”
“Oh no, not another schlep looking for a cheap
phone.”
What is wrong with this mind frame?
3 things you have to find out:
1. What your customer wants.
2. What your customer needs.
3. What your customer is willing to spend.
BUT… You cannot ask directly!
Qualifying
A CLOSED end ?
“Do you travel nationwide?”
“Do you use email?”
“Do you like flip phones or sliders?”
An OPEN end ?
“Tell me about where you will be
using your phone?”
“How would email on your phone be
beneficial?”
“Which phone do you like better –
the BlackBerry or the HTC?”
Never ask a question leaving you with a
yes/no or one word answer.
Ask questions that begin with
Who, What, Why, Where, When
Qualifying
Exercise
The way you sell should be just as
big of an advantage as the
product or service you’re selling.
Tom Hopkins - Customer
Fears
What is rapport?
“Whenever you meet a customer, visualize that person as an
honored guest in your home. When you welcome guests
into your home, you’re honestly happy to see them and
want to make them feel welcome and at ease.”
-Earl Taylor (Dale Carnegie and Associates)
5 tips for building rapport (trust)
1.
2.
3.
4.
5.
Be mindful of your body language gestures.
Be positive!
Create harmony.
Make eye contact and listen with genuine
interest.
While qualifying: ask open ended questions
and clarifying questions.
Dress and act professional.
Presentation “Pitch”
What is a Sales Presentation?
“A sale is not something you pursue, it's what happens to you while you
are immersed in serving your customer.” -- Zig Ziglar
What is YOUR Sales Style?
Type F
You're a "Finder."
Type M
You're a "Minder."
Type G
You're a "Grinder.“
Source: Entrepreneur Magazine-Ray Silverstein
Things to consider while presenting:
Sincere compliments will get you somewhere
Make your customer feel important
Use testimonials
Things to consider while presenting:
Senses sell emotions
Transfer possession of the product
Speak in your customer’s language
Things to consider while presenting:
Be honest and up front about any shortcomings
Be enthusiastic
Ask confirming questions - Continuously
check your customer’s temperature
Most Important!
Sell the benefits not the features!
“Sell the Sizzle, not the steak!”
What is up-selling?
Discovering what your customer needs,
pinpointing how your product/feature can fill
that need, and offering to help them come up
with the solutions that will benefit them.
WHY UPSELL?
•Enables customers to save money!
•Lowers customer’s aggravation because you have
fulfilled their needs.
•Lowers number of return calls to you – Buyers
Remorse.
•It’s FUN competition!
3 Biggest mistakes in Up-Selling
No attempt is made to up-sell.
The Rep. comes across being too “pushy”.
The up-selling is made in an unconvincing manner.
1.
2.
3.
4.
DON’T be scared to UP Sell !
Fear of losing the core sale
Fear of being pushy
Lack of product knowledge
Lazy selling habits
ALWAYS up-sell features and accessories!
Overcome Objections
Every sale has five basic obstacles:
1.
2.
3.
4.
5.
no need
no money
no hurry
no desire
no trust
Get back on the horse!
1.
Determine why they really didn’t buy.
Key is to get your customer to speak openly with you. Many customers feel
that they need use a generic reason like “high price” to disguise the truth in
order to avoid hurting your feelings.
2.
Do your homework
How your service rates on a side by side comparison. How will utilizing your
service help alleviate their issues?
3.
Get their attention
Be creative and determine a specific advantage that your product will
provide them. There are dozens of benefits that you could promote – your job
is to uncover the ONE that will get your customer speaking with you again.
4.
Become more than a salesperson – Become a resource.
Offer to give them a tutorial on the phone before they leave. Determine how
you can be beneficial to them above and beyond the product you’re selling.
5.
Stop selling products and start selling service.
Always remember the customer experience! This is not only how you will
win customers but this is also how you will keep them!
Overcoming Objection
Standard Objection Protocol
1.
2.
3.
4.
5.
Listen – hear WHY they are refusing to purchase
Empathize – “I understand your reasoning for not
purchasing a text package”
Clarify – “Based on our discussion though you told me that
your daughter was sending more SMS right?”
Justify – “Purchasing an unlimited bundle of SMS for only
$15 will ensure you never get another surprise bill like you
did with USC again.”
Encourage – Appeal to their emotions. “I am sure that
your daughter will love you more if you allow her to keep
texting instead of taking away her phone after she sends
her 100 text in a given month.”
Closing
Closing is NOT an event
it’s a Process!
Closing is the process of helping people make
decisions that are good for them.
Why should we close?
When should we close?
Who should we close?
How do we close?
Closing Techniques
Affordable Close - ensuring people can afford what you are selling.
Assumptive Close - acting as if they are ready to decide.
Best-time Close - emphasize how now is the best time to buy.
Cost of Ownership Close - compare cost over time with competitors.
Humor Close - relax them with humor.
Testimonial Close - use a happy customer to convince the new customer.
Test “Trial” Close
Check the temperature – Ask questions that assume they
have already bought the product.
“It looks like you really like the Curve – do you like it
better than the HTC?”
“Would you prefer the 1000 text
or the Unlimited text package?”
“Would you want a bluetooth
headset with your new Razr?”
What do you do after asking a
closing question?
“BE QUIET!”
Buying signs:
Verbal Signs
Visual Signs
Closing
Simply asking for the up-sale will increase your
productivity by 70% and make your day so
much more fun!
Follow-Up
Most of your buyers know people who would
be interested in buying whatever they
bought. Your job is to help them come up
with those names.
Do you have your referral-getting questions
memorized?
ASK FOR REFERRALS!
1.
2.
3.
4.
5.
1 week after purchase – call and see how they are liking
their new phone. Ask for referrals!
After 1st Bill – call and see if they have any questions on their
1st bill. Ask for referrals!
After 1st 3 months – send thank you letter. Include upsells like
accessories or new features that they could benefit from.
Ask for referrals!
After 1st year – call and see if their calling trends have
changed and they are still on the right plan. Offer upsells
like accessories and features. Ask for referrals!
After 90% of contract – call and ask for renewal! Offer
discount on new phone. Offer new accessories. Ask for
referrals!
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
NEVER take “No” for an answer.
Sell value first.
Treat ALL customers like family.
Always tell the truth.
Prospect everyday.
Keep a positive attitude.
Return EVERY phone call and email.
Under-promise and Over-deliver.
Always be enthusiastic.
ALWAYS BE SELLING!