1. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Tom Crosby, FInstSMM

2. Making the sale: Techniques for non-sales people by Tom Crosby FISMM 18 years sales experience Capital goods & Information Technology Business development New Business and Account Mgmt Sales Consultancy and Training Qualified Master Mariner Fact: In 70% of sales situations People Buy People

3. Making the sale: Techniques for non-sales people by Tom Crosby FISMM 1.Making Appointments 2.Basic sales awareness 3.Objective setting 4.Account development thinking 5.Objection Handling and closing 6.Body Language

4. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Quick Test

5. Making the sale: Techniques for non-sales people by Tom Crosby FISMM What skills must a salesperson possess? Closing skills Qualification skills Negotiation skills Networking skills Partnering skills The absolute skill is QUALIFICATION Telephone skills Questioning skills Listening skills Selling skills Actioning skills

6. Making the sale: Techniques for non-sales people by Tom Crosby FISMM And just one more….

7. Making the sale: Techniques for non-sales people by Tom Crosby FISMM What makes a salesperson successful? Product knowledge Selling ability ATTITUDE Barry Bailey, 3M

8. Making the sale: Techniques for non-sales people by Tom Crosby FISMM A man without prospects, is a man without prospects Remember to do three things: Qualify, qualify, qualify ABC – Always Be Closing Focus On Customer Issues, Not Your Wants If a customer asks for something: You ask for something back As my old bosses used to say… 80% of your business will come from 20% of your customers Keep it simple, stupid

9. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Sales evolution Stature Credibility Experience Lifetime of learning

10. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Part I Making Appointments Telephone Technique

11. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Opening Benefit Statement (offer proof, promote benefits, short & pertinent….) Ask for the appointment Be prepared for anything Listen!! Expect Objections Persist but dont annoy!

12. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Part 2 Basic Sales Awareness

13. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Open Questions (what, why, when, where..) Closed questions (This or that;black or white?) Imagined Objections & Real Objections Bridging (connecting phrases) Conversion of opportunity to needs Handle objections Summarise and Actions A need must be satisfied

14. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Part 3 Objective Setting & Qualification Techniques

15. Making the sale: Techniques for non-sales people by Tom Crosby FISMM The planning process Objective setting Markets Qualification Researching prospects Campaign planning Constructing a proposition

16. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Objective setting Why its needed ?To get to where you want to be by the time you said you would AND you know youve done it. S Specific Measurable Attainable Reasonable Timebound Stretch Example: I will complete contracts with ABC company to the value of £250,000 for consultancy services by July 31st 2005.

17. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Markets Focus on your Vertical sector Know your market, know whos looking, know whos got budget to help you achieve success…

18. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Qualification Just one simple rule: Always know where you are in the campaign QUALIFY… QUALIFY… QUALIFY!

19. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Qualification Use S.C.O.T.S.M.A.N. S = Solution C = Competition O = Originality T = Timeframe S = Stretch/Resources M = Money A = Authority/Decision-making N = Need It is simple and effective, score it, you do not miss anything out

20. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Researching prospects Put data in a CRM system: Excel, Act, Goldmine, Salesforce Search for company info on Reuters, Comdirect, YahooFinance, Obtain annual accounts…it tells you so much! Learn their business, speak their jargon Understand market perception Who owns them? Group strategy? Talk to colleagues/partners…you may have an in already Can they afford us ? Are they latent or active?

21. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Part 4 Account Development Thinking

22. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Account Development Planning Decide your strategy: Direct, Indirect, Divisional or Containment Be part of a virtual team along with a management sponsor and brainstorm situations regularly Reset priorities and focus on getting access to power

23. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Account Development Planning SWOT Analysis Plan for expected short term and longer term revenues Contacts identified Solution projection possibilities Document and review every step

24. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Constructing a proposition To consist of everything a prospect needs to say YES……. Products/Services Support & Maintenance Installation Training Consultancy Other Services Pricing

25. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Part 5 Objection Handling and Closing

26. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Objection Types Are they real or a misunderstanding? Dont panic, just probe…. Deal with them and prepare a summary prior to…..

27. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Closing the deal ASK FOR THEIR COMMITMENT TO PROCEED, I.e. order, signed contract, SOW, etc.

28. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Part 6 Body Language & Interpersonal Styles

29. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Some Examples Folded arms whilst sitting (neutral) Leaning forward (+ve) Eyes wide, nodding head (+ve) Covering face with hand whilst talking (-ve) Looking to the ceiling when you are talking (-ve) Learn and read these hidden signals and youll be more effective

30. Making the sale: Techniques for non-sales people by Tom Crosby FISMM Tom Crosby, FInstSMM Sales Consultant & Practitioner CustomerClix 66 Gloucester Street London SW1V 4EF United Kingdom Tel: +44 (0)20 7834 7643 Email: tom.crosby@CustomerClix.com Web: www.CustomerClix.com