Sales Communications Formats Canned sales presentation Written Sales Proposals Organized Sales Dialogues and Presentations C-O-W Sales Dialogue Template Prospect information Customer Value Proposition Sales call objective Situation and needs analysis Competitive situation Beginning the sales dialogue Anticipate questions and objections Earn prospect commitment Building value through follow-up action S-P-A-C-E-S B-B-C Components of a Written Proposal Executive Summary Customer Needs and Proposed Solution Seller Profile Pricing and Sales Agreement Suggested Action and Timetable S-P-E-C-S Evaluating Sales Proposal Reliability Assurance Tangibles Empathy Responsiveness R-A-T-E-R Buying Motives Rational Emotional Customer-Focused Sales Dialogue Initiating customer relationships Developing Enhancing

SPES State selling point & introduce sales aid Present sales aid Explain sales aid Summarize S-P-E-S Effective Sales Dialogue Plan and Practice Encourage Feedback Focus on Creating Value Present Value in Interesting Way Engage & Involve Buyer Supper Customer Through Objective Claims Types of Sales Aids Visual Materials Electronic Materials Product Demonstrations V-E-P Reasons to use Sales Aids Capture Attention Generate Interest Persuasiveness Increase Participation & Involvement Add Clarity Support Evidence Increase Retention Enhance Professional Image Proof Providers Statistics Testimonials Case Histories S-T-C

Reasons to Raise Objections Avoid sales interview Failed to prospect & qualify Matter of custom Resist change Fail to recognize need Prospect lacks information Objection Handling Forestall Direct/Indirect Denial Boomerang Compensation Question Reinforcement Feel-Felt-Found Coming-to-that Commitment Techniques Direct commitment Alternative choice Summary commitment Balance sheet commitment Success story commitment Objection Categories No Need Objection Product Objection Company Objection Price Objection Time Objection Earning Commitment Commitment Signals Ask Trial Questions Resolve “Red Light” Signals LAARC Listen Acknowledge Assess Respond Confirm

Building Long-term Relationships Building goodwill Handling complaints Willingness to fulfill requests Four Sequential Components of Effective Follow-up Interact Connect Know Relate RICK Relationship Enhancers: Focusing on long term Calling regularly Adding value Keeping communication lines open Taking responsibility for problems. Relationship Detractors: Focusing on short term Over promising/under delivering Calling sporadically Only showing up for another order Not taking responsibility for problems/issues Assuring Customer Satisfaction Providing useful information Expediting orders & monitoring installation Training Billing Errors Post-Sale Follow-Up Resolving Complaints Customer Service Dimensions Communication Resilience Service Motivation

5 Stages Self-Leadership Setting Goals & Objectives Territory Analysis & Account Classification Development of Strategies & Plan Tapping Technology & Automation Assessment & Evaluation Goals Realistic & Challenging Specific & Quantifiable Time Specific Sales Goals Personal Goals Territory Goals Account Goals Sales Call P-A-T-S Territory Routing Plans Straight Line Cloverleaf Circular Leapfrog Major-City

Sales Management Process Defining the Strategic Role of the Sales Function Developing the Salesforce Directing the Salesforce Determining Salesforce Effectiveness and Performance Designing the Sales Organization Geographic Sales Product Sales Market Sales Functional Sales Sales Management Best Practices Customer-driven culture Recruit and hire the best Train and coach the right skill set Segmenting accounts Integrate sales with other business functions Evaluating Performance 360 Degree Feedback Performance Management Behavior/Outcome-Based Sales Training Assess Needs Set Objectives Evaluate Options Design Program Perform Training Evaluation

Sales Communications Formats - _____________________________ C-O-W Sales Dialogue Template - _____________________________ S-P-A-C-E-S B-B-C Components of a Written Proposal - _____________________________ S-P-E-C-S Evaluating Sales Proposal - _____________________________ R-A-T-E-R Buying Motives - _____________________________

SPES _____________________________ S-P-E-S Effective Sales Dialogue _____________________________ Types of Sales Aids _____________________________ Reasons to use Sales Aids _____________________________ Proof Providers _____________________________

Reasons to Raise Objections _________________________ Objection Handling _______________________ Commitment Techniques ______________________________________________ _______________________ Objection Categories _________________________ Earning Commitment ______________________________________________ _______________________ LAARC _________________________

Building Long-term Relationships ______________________________ Four Sequential Components of Effective Follow-up ______________________________ RICK Relationship Enhancers: ______________________________ Relationship Detractors: ____________________________________________________________ Assuring Customer Satisfaction ______________________________ Customer Service Dimensions ______________________________

5 Stages Self-Leadership ____________________________________________________________________ __________________________________ Goals _______________________ Sales Goals __________________________________ P-A-T-S Territory Routing Plans ____________________________________________________________________ __________________________________

Sales Management Process _____________________________________________ Designing the Sales Organization ______________________________________________________ ___________________________ Sales Management Best Practices __________________________________________________________________________________________ _____________________________________________ Evaluating Performance ______________________________________________________ ___________________________ Sales Training __________________________________________________________________________________________ _____________________________________________