1. Al-Futtaim Motors Toyota B2B Sales Executive Induction

2. Housekeeping

3. Benefits of this course Enhance your skills to improve your Consultative selling approach and techniques Understand the areas which you do well and help direct your thoughts on where they may want to improve Leave with clear actions to continuously improve in your job

4. Agenda Day 1 –Sets the scene, AFG, AFM, Toyota Worldwide, Product Range, Competitors Day 2 –Toyota technology, benefits, the Toyota Way

5. Agenda Day 3 –The Journey to the sale, engaging with customers, communication Day 4 –Consultation and negotiation, Corporate finance offer Day 5 –My Proposal, Accreditation

6. THE JOURNEY TO THE SALE

7. Customer wants and needs What does a customer want? What motivates them? What do they look for in a vehicle? Your task is to define what they want as consumers of products In two teams Team 1 defines this for private buyers Team 2 defines for business buyers

8. Road map exercise In the same teams: Team 1 define a road map of the buying journey a customer takes Team 2 define a road map of the SME executive’s sales journey

9. ENGAGING WITH CUSTOMERS

10. Understanding the market What is the size of your market? How many businesses have car fleets of over 4 and under 60 vehicles? What types of business they are? Where they are located? We call this RESEARCHING AND SEGMENTING.

11. Understanding the market Who are your potential customers? Define your potential customers by business name, decision maker address and size of car fleet. We call this THE MARKET.

12. Understanding the market Who are your competitors? Which competitive models is the Toyota range lined up against? Which marques are represented in your most strongly by business type and area perhaps? What are the strengths and weaknesses of the local dealers representing those marques? We call this UNDERSTANDING COMPETITORS.

13. Understanding the market What do customers want? Do you understand the needs, wants and expectations of local small business customers? What do you need to do to win them over and keep them as loyal customers? We call this UNDERSTANDING YOUR CUSTOMERS.

14. Researching and Segmenting Who Buys What? Potential for Toyota Geographic Clusters Business Buying Patterns

15. Who are our customers? In teams of max. 5 brainstorm as many types of business you can think of that will be potential customers. Resources – internet, local papers, yellow pages, business directories, your own experience You have15 minutes for this activity. The winning team is the one who can think of the most business types

16. Targets General Trading General Transport Shuttle Service Multi nationals Tourism Cos. Other

17. Planning “If you fail to plan… you plan to fail”

18. COMMUNICATION AND QUALIFICATION

19. Empathy and Trust Demonstrate that: That we understand the customer’s business/business set-up That we understand their business fundamentals That we are aware of the challenges they face in the current (economic) climate That we can ask the right questions, offer professional advice and sell our USPs based on the information they provide …

20. First Contact A I D A Interest Desire Action Attention

21. First Contact Practice using your script In teams of three Place two chairs back to back. One person is the sales executive, one acts as the customer and the third is the observer Assume that you are speaking directly to the person responsible – no getting past the gatekeeper The observer’s role is to check using the AIDA checklist and feedback on each ‘call’

22. Reframing Reframing makes people consider their response to you This in turn: Opens conversation Builds common ground Creates small talk and rapport

23. Small Talk Is required to build trust and rapport The need for it differs between males and females generally Must be accepted not tolerated Let the speaker lead

24. The Questioning Funnel “Tell me about your vehicles.....” “how often do you like to change them?” “when did you last change them?” “what made you choose Nissan?” “have you had any problems?”

25. LISTENING SKILLS