1. Contemporary Selling 2016 Dr. Carlos Valdez
Integrated Business Program
College of Business Administration
University of Central Florida

2. Activities for today Social Selling In-class Activity
Study Guide Final Exam
IB competition
Case 11 (Last case)
Quiz 11 (Last quiz)
Exam 3 (Due April 26 at 6:00 P.M.)
Next session (no mandatory attendance)
Study guide revision

3. Brief Lecture

4. Sales process B2B Pre-sale Customer engagement (Sale) Post-sales
Contact
Approaching
Assessment
Customer engagement (Sale)
Presentation
Handling objections
Commitment
Post-sales
Follow-up

5. What is social selling?

8. In-Class Activity week 14 project

9. LinkedIn best practices
Meet with your team and write in the board the best practices for the action assigned by the instructor:
Rachel: Professional photo
Jessica: Headline
Nathalie: Search optimized summary
Carla: Search optimized skills
Kenneth: Recommendations that build trust
6: Personalize your LinkedIn URL

14. CRM Customer Relationship Management

16. Study Guide Final Exam

17. Outline
Module 1
Module 2
Module 3
Sales Math
Sales tools

18. Module 1: Introduction to Sales
How Consumers and Companies buy products
Sales Fundamentals
The Power of your process
The ultimate customer-engagement model

19. How consumers buys products/services
Grewal and Levy (2014)

20. How companies buys products/services
Grewal and Levy (2014)

21. The power of your process: Sales stages
Presale activities
Make a list about your prospect
Test your product knowledge
Create a written call strategy
Practice your call
Customer engagement
Create connection
Identify and prioritize customer issues
Create credibility
Solve the problem
Gain commitment
Post-sale activities
Make a list of implementation steps
Create a process for customer-service contact and resolution
Create a feedback questionnaire

22. The Ultimate Customer-Engagement model
1. Create a genuine connection
My why story
A 90 second to 2.5 minutes story introducing yourself.
2. Discuss problems/issues (consultative quantifying)
The 4 I’s
Identify, Impact, Invasiveness, Iceberg
3. Share a company story
The company WHY story
Shows why your company does what it does ( belief, how and what you do)
4. Solve the problem
5. Overcome the objections
6. Ask: What do you want to do?

23. Module 2: The B2C sales process
Targeting high potential customers
The customer acquisition
Customer service and improving the relationship

24. Targeting High potential customers
Building Customer Loyalty
Identifying your best customers
Value pyramid, 80/20, Customer lifetime value, RFM
Leveraging your best customer
Retaining, customer behavior, platinum question
Instituting Customer Loyalty
Loyalty stages, Action plan (6 steps)

25. Customer acquisition Set business goals Entice customers
SMART goals, determining leads and future sales, KPI for web, social, search and
Entice customers
Key demographics, Content, SEO, keywords
Convert prospects in qualified leads
Compelling offer, CTA, Landing Page and database

26. Customer acquisition Digital Marketing Strategy
Website, SEO, Search, social, Video, and Display
Paid, owned and earned

27. Customer Service Fundamentals
The value of outstanding customer service
Customer service vision
Building rapport
In person, by the phone and
Solving problems
Ownership
Measuring your success
Performance metrics, perception metrics and outcome metrics

28. Module 3: The B2B sales process
Sales Skills
How to communicate and influence others
Strong presentations and good negotiations
Social selling

29. Sales Skills
The 8 steps of the sales process

30. How to communicate and influence others
The 18 methods of influence

31. Making great sales presentations
Connecting with the audience
Mannerisms
Appearance

32. Public speaking fundamentals
Preparing your speech
Warming up
Opening
Delivering
Closing

33. Negotiation fundamentals
Framing
Anchoring

34. Social selling Up and running with social selling
6 ideas to improve your LinkedIn profile
Up and running with LinkedIn Sales Navigator
What is LinkedIn Sales Navigator?

35. Sales Math Gross profit margin Profit Cost per Acquisition
Basic Customer Lifetime Value formula
Retention

36. Gross profit margin Formula= sales price – cost of good Sales price
Calculate the gross profit margin for the following smart phones sold at a local store.
iPhone, sales price $600 and cost of good $200.
Samsung Galaxy price $590 and cost of good $160

37. Profit Sales or revenue
Revenue-costs= Profit
If in the month of March, they sold 6 iPhones and 5 Samsung Galaxy in which type of phone they made more profits?

38. Cost per Acquisition
Formula= Average revenue per customer = yearly revenue/yearly customer count
What was the average revenue per customer for the month of March?
And if you going to assign 10% of the average revenue per customer for covering the cost per acquisition, then how much money can you assign to bring one customer?

39. Basic Customer Lifetime Value Formula
CLV = m * L – AC
m= contribution margin generated from a customer in a year
L= expected purchasing life of a customer
AC= up-front cost of acquiring a customer
Calculate the CLV for a high-end customer that will stay for three years with a contribution margin of $500 per year. Use the same acquisition cost calculated on the previous problem.

40. Retention
Churn rate= percentage of existing customers who stop purchasing your product, often measured in a year.
What is the retention rate and churn rate for the business if in the month of April, 7 March customers return to the store to buy a product or service?

41. Answers GPM: iPhone: 67% and Samsung 73%
Profit: iPhone $2,400 and Samsung $2,150
Revenue per customer: $595 and CPA:$59.54
CLV: $1,440.46
Retention rate: 64% and Churn rate:36%

42. Tools Social Explorer Simply Map Google Adwords Mailchimp Qualtrics
LinkedIn
LinkedIn social Navigator
Salesforce.com

43. Professional Development Plan Competition

44. Professional Development Plan Competition
The Integrated Business program is proud to announce a competition for IB majors in their final semester.
We plan to launch the contest in fall Entry instructions and deadlines will be provided then.

45. Overview
The purpose of this competition is for an IB student to create a detailed professional development plan that highlights the skills and knowledge he or she gained in the program’s coursework.
A graduating student will enter the contest by submitting a link to an electronic portfolio created in Canvas
The portfolio will include required components from each of the eight required IB classes, and will also reflect the student’s restricted elective class.
Each component will demonstrate skills and knowledge acquired in that course.
In total, the portfolio will contain a plan describing the student’s professional motivations, goals, and intended activities for the five years after graduation.

46. Course Components
Instructions for the individual course-related components will be provided in IB classes.
Included with the instructions will be the rubric that will be used to evaluate the component in the first round of the competition.
Opportunities to learn how to create an electronic portfolio in Canvas will be provided.

47. Competition Structure
A team of faculty will score each entry using the rubrics provided in the instructions.
The five students earning the highest total scores (added up across the portfolio’s components) will advance to the final round.
Finalists will make 15 minute presentations to the Integrated Business Advisory Board, who will determine 1st, 2nd, and 3rd place winners.
Scholarship prizes will be awarded.

48. And last chalk talk exercise
Last Case
And last chalk talk exercise

49. Last case Take a picture of your individual profiles today.
Then apply all the profile changes from the video to your LinkedIn profile and then take a photo and write a brief explanation of what you did.
Write “recommendations that build trust” in your classmates LinkedIn profiles and vice versa.
Recognize “skills” in your classmates LinkedIn profiles and vice versa.
Create one Power Point to show how do you improve your LinkedIn profile following the 6 recommendations covered today. Include photos of then and after. Also include photos of the “recommendations that build trust” and “skills” that you created for your classmates.

52. Last quiz (Individual activity)

53. Quiz 11 Create a free salesforce.com account at
Take the tours and in a Power Point include the following:
A screenshot of salesforce.com with your username.
In one slide explain how salesforce.com can help to bring new customers.
In one slide explain how sales force.com can help you to retain customers.

54. Thank You
Q&A