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I want to be more knowledgeable. I want to build relationships. I am self confident. I like myself. I love people. I love challenge. I love to win. I can accept rejection with positive attitude. 12. I can handle the details. 13. I am loyal. 14. I am enthusiastic. 15. I am observant. 16. I am a good listener. 17. I am perceptive. 18. I am a skillful communicator. 19. I am a hard worker. 20. I want to be financially secure. 21. I am persistent. Slide 4: CHECK YOUR ANSWERS If you have 15 and up honest YES answers, you’ve got what it takes to be a salesperson. If you have 10-14 yes answers, it could go either way (better chance if you answered yes to knowledge, enthusiasm, self-confident, perceptive, self-motivated and persistent.) If you have below 10 yes answers, just don’t try it, even if it means world peace. Note: The science of selling can be learned and applied easily if you embody the above traits. JUST BELIEVE IN YOURSELF. CONTENTS : CONTENTS 1. Salesmanship Definition 2. Who are Customers 3. Facts About Customers 4. Types of Customer 5. Customer’s Reason for Buying a Product 6. Failure Factor of Sales People 7. Simple Attitude Test 8. 4 Belief System 9. Principles That Will Work To Any Type of Customer 10. Principles of Becoming A Good Salesman 11. Facts about Questioning 12. Principles of Listening 13. Words of Wisdom Slide 6: Practice of investigating and satisfying customer needs through a process that is efficient, fair, sincere, mutually beneficial, and aimed at long-term productive relationship. SALESMANSHIP Slide 7: WHO ARE CUSTOMERS? INTERNAL CUSTOMER An individual or a group of people you may Interact / serve within the organization. EXTERNAL CUSTOMER Someone who comes to your organization for products or services – the end customer. Facts about Customers : Facts about Customers The Customer is the business’ biggest asset The Customer pays all our salaries wages and bonuses The customer will go where he/she receives the best attention There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice! Types of customer : Types of customer Based on unique behavioral attributes, customers are of following types Loyal customer Discount customer Impulse customer Need based customer Wandering customer Loyal customer : Loyal customer 20% of our customer base make up more than 50% our sales. Completely satisfied customer. Keep returning to company. customer experience > customer expectation : Positive word of mouth. You can , never do enough for them. many times, the more you do for them, the more they will recommend you to other. Invest maximum time and effort to serve these customer. Loyal customer Discount customer : Discount customer They shop our stores frequently, but make their decisions based on the size of discount. This category helps ensure your inventory is turning over and as a result, it is a key contributor to cash flow. : Merely satisfied customers, also show defection ready to switch. Chase low prices. Milk these customers as long as they are active or in discount seasons. Discount customer Impulse customer : Impulse customer They do not come for buying a particular item at the shop, but come into the store on a whim. They will purchase what seems good at the time. Maximize the profit on each transaction. This is the segment we all like to serve. Pursue fashion trends. We want to target our displays towards these customers. Need based customer : Need based customer People in this category are driven by a specific need. When they enter the store, they will look to see if they can have that need filled . if, not they will leave right away It is difficult to satisfy these people. Customers are habitual of particular brand. : Show inertia in brand switching. Need based customer can easily be lost to internet sales or a different retailer. So to overcome this threat, positive personal interaction is required. They can also become loyal customers if they are well taken care of. Need based customer Wandering customer : Wandering customer They have no specific need or desire in mind when they come into the store. They want a sense of experience or community. They make up the smallest percentage of sales. Although wandering customers cannot be ignored, the time spent on them needs to be minimized. Conclusion : Conclusion Focus our effort on the loyal customers merchandise our store to leverage the impulse shoppers. Slide 19: WHY DO CUSTOMERS BUY? They need it. To solve a problem. They got a great deal. They think they need it. To get competitive edge. To save money. To feel good. To show off. To solidify relationship. They were talked into it. Slide 20: WHY DO SALES PEOPLE FAIL? 15 % IMPROPER TRAINING – Both product and sales skills 20 % POOR COMMUNICATION – Both verbal and written 15 % NO MGT. SUPPORT – Problematic Boss 50 % ATTITUDE – Negative attitude towards the job. Sales people can succeed 50% more if they just CHANGE the way they think. Slide 21: SIMPLE ATTITUDE TEST Just answer YES or NO I watch the news at least one hour per day. I read the paper everyday. I read a news magazine every week. I sometimes have a bad day, all day. My job is a drag. I get angry for an hour or more. I talk and commiserate with negative people. I look to blame others when something goes wrong. I get angry at my friend and don’t talk for days or week. I bring personal problems to work and discuss them. I expect and plan for the worst. I am affected by bad weather (too cold, too hot, rain) enough to talk about. Rating 0-2 Yes answers – You have a positive attitude 3-6 Yes answers – You have a negative attitude. 7 – up Yes answer – You have attitude problem. Everyone will say they have a positive attitude, but the truth is only 1 in every 1,000 have what it takes. Slide 22: ESTABLISH A 4 BELIEF SYSTEM Believe in your PRODUCT. Believe in your COMPANY. Believe in your SERVICE. Believe in YOURSELF. Slide 23: 5 PRINCIPLES THAT WILL WORK TO ANY TYPE OF CUSTOMER Never ARGUE. Never OFFEND. Never GIVE UP. Make them your FRIEND. Never LIE. Slide 24: THERE ARE MANY WAYS AND PRINCIPLES IN BECOMING A GOOD SALESMAN Master the art of QUESTIONING. Master your LISTENING skills Stregthen your BELIEF system. BUT WE CAN SIMPLIFY IT IN 4 Principles Take the RISK. “Anyone who has never made a mistake has never tried anything new.” -- Albert Einstein Slide 25: Questioning Skills QUESTIONING AND LISTENING SHOULD BE BALANCE Questioning Skills Listening Skills Slide 26: “If I had an hour to solve a problem and my life depended on it, I would spend the first 55 minutes determining the proper question to ask, for once I know the proper question, I could solve the problem in less than five minutes.” -- Albert Einstein QUESTIONS SOLVES PROBLEM Slide 27: Move 4 matchsticksto make 5 squares Move 3 matchsticksto make 3 identical squares Move 4 matchsticksto make 3 squares CRITICAL THINKING/PROBLEM SOLVING EXERCISE ASK THE WRONG QUESTIONS, GET THE WRONG ANSWERS. : ASK THE WRONG QUESTIONS, GET THE WRONG ANSWERS. FACT : Questions are the heart of the sale. FACT : Questions convert the selling process to buying process. FACT : Questions uncover facts and motives for buying. FACT : Questions controls the conversation. CHALLENGE : Can you close a sale or deal in just 5 questions? Slide 29: The KEY is in the answer. So, LISTEN. 5 Principles of Listening. Don’t interrupt … Avoid all destructions. Listen with purpose. Listen to what is not said. (Action speaks louder than words.) Listen by taking action. There are many secrets to becoming a good listener, But there’s only one that emcompasses them all. JUST SHUT UP! Slide 30: Do you believe that more sales are made with friendship than salesmanship? “ If you make a sale, you earn a commission. But if you make a friend, you Earn a fortune.” “ People buy people first, then goods and service.” Slide 31: THANK YOU!!! You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.