Developing Excellent Sales Skills Training Topics: Part 1 – Communication Skills Spoken communication –Improving the effectiveness of communication –Structure of communication –Questioning techniques Open ended questions Close ended questions Multiple questions Leading questions Listening Skills –Passive Listening –Active listening –Reflective Listening Contd.

Developing Excellent Sales Skills Training Topics: Telephone Etiquette –5 phases of a call Opening Needs Identification Collection/verification of information Providing information/potential solutions Closing and next steps –Using PICTURE P – Pitch I – Inflection C – Courtesy T – Tone U – Understanding R – Rate of Speech E – Enunciation Non-Verbal Communication –Using non-verbal encouragement over the telephone –Tips on body language over the telephoneContd.

Developing Excellent Sales Skills Training Topics: Part 2 – Selling Skills Preparing for the sales call –Conducting research on the industry and organization –Planning the Sales Interview –Prospecting Critical mistakes committed during phone prospecting Conducting the sales call –Introduction –Presentation of information –Selling techniques BAF Consultative selling –Handling objections –Time Management Techniques To-do lists and follow up Reducing After Call Work (ACW) –Scheduling follow-up callsContd.

Developing Excellent Sales Skills Training Topics: Dealing with different kinds of customers –Angry customers –Talkative customers –Gatekeepers –Customers who are not interested –Customers who are pressed for time Understanding Sales terminology –Glossary of sales terms

© 2008 MMMTSAll Rights Reserved. Sales MMM Training Solutions Contact: Pramila Mathew Mobile: Website:

© 2008 MMMTSAll Rights Reserved. Developing Excellent Selling Skills

© 2008 MMMTSAll Rights Reserved. Marketing Myopia Sellers pay more attention to the specific products they offer than to the benefits and experiences produced by the products. They focus on the “wants” and lose sight of the “needs”.

© 2008 MMMTSAll Rights Reserved. What is Selling? It is the process of: analyzing a customer’s need for a product, service or idea’ then providing persuasive information about that product, service or idea to the customer.

© 2008 MMMTSAll Rights Reserved. Planning & Preparation Introduction Or Opening After Sales Follow - up Closing Overcoming Objections Presentation Questioning The 7 Steps of a Sale

© 2008 MMMTSAll Rights Reserved. Six Powerful Prospecting Tips 1. Prospecting for new business should be done: Daily With Focus Routinely With Seriousness 2. When prospecting: Be prepared Get organized Take good notes

© 2008 MMMTSAll Rights Reserved. Six Powerful Prospecting Tips 3. When prospecting: Use a script - don't shoot from the hip. Practice the script until it sounds smooth and natural. Role-play with an associate over the phone. Avoid the temptation to sell over the phone. Your objective is to gather information and make the appointment.

© 2008 MMMTSAll Rights Reserved. Handling Objections

© 2008 MMMTSAll Rights Reserved. Feel/Felt/Found I know how you feel. Other customers have felt the same way I’ll show you what our customers have found. Agree/Add/Explain Listen and confirm Align with the customer before redirecting Explain why and how the situation can be changed or altered Objection Handling Techniques

© 2008 MMMTSAll Rights Reserved. Smoke out all important objections See the objection as a question Agree with the customer about something Admitting to the Objection Objection Handling Techniques

© 2008 MMMTSAll Rights Reserved. Tips for successful selling

© 2008 MMMTSAll Rights Reserved. You have just a few seconds to make a good initial impression be it in person or on the phone. Maintain an attitude that you are seeking to help your prospect meet a need or solve a problem, rather than force the sale of a product or service. Know your product and be enthusiastic about it! If you're not enthusiastic, your prospect certainly won't be. Tips for successful selling

Contact Information MMM TRAINING SOLUTIONS 59/29, College Road, Nungambakkam, Chennai – Landline: Website: Pramila Mathew - Training Consultant and Executive Coach Mobile: ; Vikas Vinayachandran - Training Consultant Mobile: ;