OPEN SOURCE MANAGEMENT SALES INTERVENTION 2 www.osmconsultgroup.com 1

Slides www.paoloruggeri.net

Difficulties in Selling

SOMETIMES THINGS ARE NOT AS THEY APPEAR

Are the colors of Square A and Square B the same???

19% CONTROLS 85% WEALTH

1) MANY OF THE PRACTICE AND ATTITUDES THAT BRING ABOUT PROSPERITY ARE COUNTER – INTUITIVE, THAT IS TO SAY APPARENTLY GOING AGAINST LOGIC

Generating Value

Comfort Zone Uncomfortable = = Consuming value Creating value

Accept a challenge… Take a scary decision

2) OUT OF THE COMFORT ZONE

Find the killer!

If you are not really set in pursuing a goal, your brain will not show you all the opportunities that exist to make real progress

Two environments: MENTAL  MATERIAL

10 Goals by March 23rd 2018

I AM NOT CLOSING CAUSE (I am the source thus I can learn) EFFECT (It is the customer, the market, etc)

Cause and Effect 4) To solve a problem or to handle succesfully a situation we need to see ourselves as “the cause” of such situation. If we aren’t able to do it, it is the situation that is controlling us. If we are not capable of seeing ourselves as «the cause» of the behaviour of the customers, we are leaving the control to them. Case history scuola

The following thoughts belong to cause or effect ? HE/SHE DIDN’T GIVE ME ENOUGH TIME THE COMPETITION MADE A LOWER PRICE (The Customer) WAS RUDE THE MARKET IS IN A RECESSION BULGARIAN COMPANIES DON’T HAVE MONEY BULGARIAN BUSINESS OWNERS WANT ONLY THE LOWEST POSSIBLE PRICE MY COMPANY DOESN’T SUPPORT ME 21

5) Would YOU buy your product at that price?

OPEN SOURCE MANAGEMENT SELLING www.osmconsultgroup.com 23

I AM NOT CLOSING CAUSE (I am the source thus I can learn) EFFECT (It is the customer, the market, etc)

LOGIC MAKES PEOPLE THINK-EMOTIONS MAKE PEOPLE ACT 25

Now that you have experienced an emotion you’d be willing to help

When do people buy?

People buy (except e-commerce) when: a) They feel their need has been understood b) When they like and are attracted by the salesperson c) When they have experienced an emotion

Understanding Real Needs Effort Building the rapport Understanding Real Needs Present the solution Emotion Overcome objections Close 31

CUSTOMER NEED PROPOSAL 32 32 32

Представяне на решението Усилие Подход Интервю Представяне на решението Разрешаване на възражения Затваряне

What the customer buys THE SALESPERSON THE COMPANY In order to get a sale, the customer must buy 5 things in sequence: THE SALESPERSON THE COMPANY THE PRODUCT/THE SERVICE/THE PROJECT/THE PROPOSAL THE PRICE WHEN TO DO IT 34

Characteristics of the Great Salesperson Listen with interest Dont do unto others what you wouldn’t want done to you Be a friendly and likeable person (be excited about your work) Be always available outside work hours People have to perceive you really are a hard working person.

Триъгълник на подхода Feeling Точки на Контакт Комуникация

The Triangle of Rapport Feeling Points of Agreement Communication By increasing one of the factors, the other two increase as well. By decreasing one of the factors, the other two automatically decrease. During the Interview Phase we would need the customer to have an open communication with us. He has to be willing to tell us all his problems and needs. To bring about that situation we need to expand the triangle with the customer.

FEELING With «Feeling or Affection» we mean positive emotion, willingness to care about another, positive emotion. It manifest itself with the desire to be near the person for whom we have affection or a good feeling.

POINTS OF AGREEMENT Common Reality What is true for YOU HIM

Points of Agreement To establish points of agreement with the customer, we need to discover things we have in common or similar experiences or viewpoints that we both share. We can also find subject matters that we are both interested in and keep talking about them until the triangle is large enough to go to the Phase of Needs Analysis.

EXERCISE 1) Write 5 examples of agreement or «points of agreement» among two people. 2) Write 2 examples of people with whom you have very few Points of Agreement and note how is your feeling towards them. 3) On what subject matters could you establish Points of Agreement with the Trainer of this workshop? 4) On what subject matters could you establish Points of Agreement with somebody in the room you barely know?

HOW TO BUILD RAPPORT To expand the triangle, the salesperson has to establish some Points of Agreement with the customer. To do that he should : Be interested or curious in whatever he sees or hear from the customer. The «Causative Salesperson» is INTERESTED (curious, eager to know and find out). The «Effect Salesperson» tries to be INTERESTING.

A good strategy to build feeling with the customer Observe the customer, listen to him and be curious and interested. Identify something about him that really sparks your interest. Ask him some questions about that.

EXERCISE 1) Geometric drawing 2) Exercise the Warm Up/Rapport Phase

Exercise With another student you don’t know so well, practice the Warm Up Phase. The other student impersonates a potential customer of your company. You: A) Introduce yourself B) Notice something about the other person that interests you C) Ask questions and keep being interested until the other student gets excited about something

Warm Up/Rapport The end result of this phase is: A Customer who bought the salesperson and who is ready to talk openly about his problems and difficulties (he gets excited)

Understanding Real Needs Effort Building the rapport Understanding Real Needs Present the solution Emotion Overcome objections Close 47

CUSTOMER NEED PROPOSAL 48 48 48

EXERCISE Coach wants to buy a car Before to start the exercise coach has to decide WHY he wants to buy the car: New person in the family Impressing the other sex Wants greener car Wants to save on gas Likes to go fast Student has to to be interested and ask questions and find out out

EXERCISE 1) Write all the problems/needs that your product or service solves for the customer 2) Write down questions you can ask the customer to get those problems to come up

Understanding Real Needs Effort Building the rapport Understanding Real Needs Present the solution Emotion Overcome objections Close 51

CONVINCTION  POSITIVE EMOTIONS  ACTION

Would YOU buy your product at that price?

EXCHANGE IN ABUNDANCE

Understanding Real Needs Effort Building the rapport Understanding Real Needs Present the solution Emotion Overcome objections Close 55

HOW TO HANDLE OBJECTIONS 80% of the times the first objection is not the real objection A) Acknowledge the objection and then ask: B) And besides this point, what else?