1. Selling Skills

2. Learning comes in 3 forms:
About Training…
Learning comes in 3 forms:
New information
Reinforcement of positives
Recognition of negatives

3. The Sales Process Target Account Qualifying Call
Appointment-Setting Call
Sales Call(s)
First Use/Installation
Back to step 4
? % ?

4. Target Accounts Good program? Enough? Significant? All reps? Buy-in?
Progress?

5. Qualifying/Appointment-Setting Calls
Collectively known as “cold-calling”
Everyone proficient, including YOU? If not, teach
Script
Objections/Turnarounds
Don’t intrude-stereotypical salesman
See yourself thru customer’s eyes

6. THEY TRY TO ACCOMPLISH TOO MUCH!
Cold-Calling
Scares most salespeople because:
THEY TRY TO ACCOMPLISH TOO MUCH!

7. Target Accounts

8. Qualifying Calls

9. Appointment Setting Call

10. Appointment Setting Call

11. The Five Step Sales Call
Introduction
Probe for Needs
Presentation
Management of Objections
Close

12. Consider Yourself a …
“Doctor of Selling”

13. Exam
Diagnosis
Treatment

14. Introduction

15. Five Steps of an Introduction
Name
Company
Appropriate Sociability
Productive
Purpose for Being There
Up-front Benefit

16. Up-Front Benefit
VERY important – Why?
Bold!

17. Probing

18. Segues Smoothly moving from one step of the call to the next
Getting customer to “buy in”
Needed to move to:
Probing
Demo/Presentation
Close

19. Segue into Probing:
In order to determine if we can benefit you like we have for St. Mary’s Hospital, I just need to ask you some questions about your current program; would that be ok? Would you mind if I took some notes?

20. Why Probe?
To obtain valid information about others - Needs, Ideas, Opinions, Feelings, etc.
To increase receptivity - prepare for change
To develop and maintain positive rapport - mutual trust
To increase involvement and understanding

21. Why Probe? As much for customer as you!
Easier to sell someone something they need
Keep in mind, they may not know they need it
Ask questions for which you already know the answer

22. Probing Most important step! Most underdeveloped step!
Don’t assume (different answers)
Don’t quit early
Don’t underestimate the power of the word why
Sometimes it’s just the wording – customers (people) won’t just “cough up” what you want to hear
Silence is OK, let questions sink in

23. Types of Probes Open Intermediate Closed
Open Probes - Start the flow of information
Intermediate Probes - Continue the flow
Closed Probes - Obtain specific bits of information or action

24. Open Probes How do you feel about …….. What do you look for in a …..
Give me your opinions on …...
Tell me about your current floor care program.

25. Intermediate Probes Brief Assertion- Neutral Phrase- Nod Head “I See”
“Sure” “Uh Huh”
Thank you for sharing that information. Tell me some more about. .
Interesting, why do you say that?

26. Closed Probes How many 5's do you use per month?
What size container do you buy your all purpose cleaner in?
How many people will be at the housekeeping group seminar?

27. Before Leaving Probing Step…
Summarize results with summary probes:
So what I hear you saying is…
If I understand you….
Lays groundwork for Presentation
Proves you were listening

28. Presentation

29. Time for another Segue: Into the Demo

30. I’d like to get your opinion on a 2-minute demo
Segue into the Demo:
I’d like to get your opinion on a 2-minute demo

31. Presentation: Simple equation:
Uncovered need + Presentation on Applicable Product = A Sale
The transfer of knowledge and enthusiasm

32. Presentation:
3 Steps:
There are differences between me and my competition
The differences between me and my competition are REAL
These differences AFFECT YOU in…
Product usage
Labor

33. Trial closes Taking customer’s temperature throughout sales call
Does this make sense to you?
What do you think about this?
Can you see advantages in this?

34. Presentation: Relationship Service Value Price Relationship Service

35. Presentation: Value is: How do you establish value for floor care?
Performance
Safety
How do you establish value for floor care?
Is it tougher to establish value for dilutables?

36. Telling Is Not Selling

37. The Same Old Routine Sales Call
Salesman: “Here’s the product that will meet your needs: spitfire It’s is a great cleaner and it can clean about anything”, blah blah blah...”
Customer is thinking: I have to kick him out soon - I’ve got to pee!

38. Adult Learning Verbal 5-7% Verbal + Visual 55%
Verbal + Visual + Hands-On %

39. What can we do besides telling?
Presentation
What can we do besides telling?

42. Management of Objections

43. MANAGEMENT OF OBJECTIONS
Acknowledge
Probe
Answer Objection
Get Confirmation

44. MANAGEMENT OF OBJECTIONS
What if you can’t/get stuck?
Give yourself a chance

45. You’ll get 0% of the orders you don’t ask for
Closing
You’ll get 0% of the orders you don’t ask for

46. One Last Segue: Into the Close

47. Segue into Close:
Based on what I’ve shown you, does this look better than what you currently use?

48. Closing Must “earn the right” to close Customer expects you to
Close for something – a commitment
If no, WHY?

49. Closing Techniques Are you using many different techniques? Be honest.
You need to – they are situational

50. Direct Close or Direct Question
ASK FOR IT
Direct Close or Direct Question
Why don’t you try it?
Can I have the authority to go ahead with the order?
When would you like delivery?
How much would you need to get started?

51. The Order Form Close
Start off with the basic assumption that the customer will buy…… It’s only the details that need clarifying.
Question and obtain the customer’s commitment on the different stages of completing the order form.
At the final stage of the order...Ask for the OK or Approval - Not Signature

52. The Either / Or Close
It often helps to get the buyer’s final agreement by asking which is the most acceptable of alternatives offered.
Would you like in Fives or in 55 gallon drums?
Would you like your order delivered this week or next week?
Would you need the Dispensing system?

53. The Half Nelson Close
Use this close when the customer questions your product’s features or benefits, or you can help him/her solve a problem.
To be used successfully, this close requires good probing and good knowledge of your product.
If I can prove to you that _____ will reduce your labor costs by 50%, will you buy it?

54. Dialogues Appointment-Setting Up Front Benefit Statement About Company
Service
About Products
Others?

55. The End? No. You HAVE TO continue to develop these skills on your own