1. www.iSpeak.com Proprietary and Confidential Selling Skills iSpeak Foundation Series Month day, 2012 Instructor Name

2. www.iSpeak.com Proprietary and Confidential Agenda Introductions – What do you want to learn? Itinerary Ground Rules – Phones on Silent – Ask Questions – Participate & Respect others – Respect our schedule

3. www.iSpeak.com Proprietary and Confidential Satori

4. www.iSpeak.com Proprietary and Confidential Selling Skills Unit One: Buying and Selling

5. www.iSpeak.com Proprietary and Confidential Why do people buy? People buy for one of two reasons: They have a NEED (to reduce pain) They have a WANT (to increase happiness)

6. www.iSpeak.com Proprietary and Confidential What Do Customers Want? Professional Someone who listens Understanding No hard selling

7. www.iSpeak.com Proprietary and Confidential Selling Value Perceived Risk HIGH LOW

8. www.iSpeak.com Proprietary and Confidential Features, Advantages & Benefits Feature is a physical characteristic of a product. Advantage is the performance characteristic the feature provides. Benefit is the favorable result the buyer will receive because of an advantage.

9. www.iSpeak.com Proprietary and Confidential iSpeak Sales Process Model

10. www.iSpeak.com Proprietary and Confidential Satori

11. www.iSpeak.com Proprietary and Confidential Selling Skills Unit Two: Prospecting

12. www.iSpeak.com Proprietary and Confidential iSpeak Sales Model

13. www.iSpeak.com Proprietary and Confidential Where Do I Find Prospects? Phone Prospecting Warm calling Networking Referrals Inbound leads Purchased leads Cold knocking

14. www.iSpeak.com Proprietary and Confidential Researching Prospects Online Search Engines Business Intelligence Online Networking Lead Sources Competitor Web sites

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19. www.iSpeak.com Proprietary and Confidential iSpeak Prospecting Tools iSpeak Call Plan Assistant iSpeak Phone Script Assistant iSpeak Communication Planner Download them all at www.iSpeak.com/iSpeak-University www.iSpeak.com/iSpeak-University

20. www.iSpeak.com Proprietary and Confidential Writing and Delivering a Script Short Structured Sincere Confident

21. www.iSpeak.com Proprietary and Confidential Exercise: Write the Prospecting Script

22. www.iSpeak.com Proprietary and Confidential Tips for Effective Prospecting Select an effective time Task your time Prepare effectively Get on a roll Don’t give up

23. www.iSpeak.com Proprietary and Confidential Exercise: Prospecting ISE

24. www.iSpeak.com Proprietary and Confidential Satori

25. www.iSpeak.com Proprietary and Confidential Selling Skills Unit Three: Understanding

26. www.iSpeak.com Proprietary and Confidential iSpeak Sales Model

27. www.iSpeak.com Proprietary and Confidential Needs & Decision Criteria A grocery store may have… Need: – Promotion that also drives their meat dept. Decision Criteria: – Cannot involve a substantial advertising cost – Align with stores needs for more foot traffic – Setup and installation of end cap by deadline

28. www.iSpeak.com Proprietary and Confidential Where do you buy gas?

29. www.iSpeak.com Proprietary and Confidential Exercise: Potential Decision Criteria

30. www.iSpeak.com Proprietary and Confidential Types of Listening Passive – Not listening at all Selective – In and out of the conversation Active – Actively participating Average speaker: __________ Average listener: __________ 125 500

31. www.iSpeak.com Proprietary and Confidential Exercise: Effective Listening Facilitator 9 – 2 1 – 7 – 5 8 – 2 – 4 – 1 5 – 6 – 9 – 2 – 8 7 – 9 – 1 – 3 – 6 – 2 6 – 2 – 5 – 8 – 9 – 1 – 7 3 – 9 – 2 – 7 – 4 – 5 – 8 – 1 Answers 2 – 9 5 – 7 – 1 1 – 4 – 2 – 8 8 – 2 – 9 – 6 – 5 2 – 6 – 3 – 1 – 9 – 7 7 – 1 – 9 – 8 – 5 – 2 – 6 1 – 8 – 5 – 4 – 7 – 2 – 9 – 3

32. www.iSpeak.com Proprietary and Confidential Developing Active Listening Skills “Are you truly listening or just waiting for your turn to talk?” - Robert Montgomery Focused attention Take notes Paraphrase & summarize Verbal prompts Ask questions

33. www.iSpeak.com Proprietary and Confidential Questioning Process

34. www.iSpeak.com Proprietary and Confidential Types of Questions Open Ended Questions – “How are you going to approach the slow turn you are experiencing with your current inventory?” – “How is your showroom set up today?” Closed Ended Questions – “How many leather chairs do you need?” – “Do you currently carry a hardwood line of beds?” Alternative Choice Questions – “Will you prefer a full container or less than that?” – “Who is the decision maker on this, you or the GM?”

35. www.iSpeak.com Proprietary and Confidential Examples of Probing Questions Account Manager: “What types of changes do you expect with your inventory this year?” Prospect: “That’s an easy one, we will have to improve our current turn rate.” Account Manager Probing Questions: – “How are you going to approach that?” – “Why is that?” – “Is your budget being affected also?” – “How will that affect the product mix you carry?”

36. www.iSpeak.com Proprietary and Confidential Exercise: Developing Probing Questions

37. www.iSpeak.com Proprietary and Confidential Exercise: Asking Good Questions

38. www.iSpeak.com Proprietary and Confidential Satori

39. www.iSpeak.com Proprietary and Confidential Selling Skills Unit Four: Presenting & Completing

40. www.iSpeak.com Proprietary and Confidential iSpeak Sales Model

41. www.iSpeak.com Proprietary and Confidential Responding to Tough Questions Step One: Understand “Why?” Step Two: Ask what they need to overcome the hesitation and if this is their only concern

42. www.iSpeak.com Proprietary and Confidential Tough Question Example Customer: How do I know you can deliver in my timeframe? Acct Mgr: What is it specifically that concerns you about the delivery, is it communication during the process,… regular updates… final delivery date? Customer: I want to be kept in the loop. Based on my experience, I know imported products can be a hassle when coming through customs.

43. www.iSpeak.com Proprietary and Confidential Tough Question Example (cont’d.) Acct Mgr: What is it that would like to see during the delivery process to keep you informed? Customer: I want someone to be in contact with me regularly to provide me with updates. Also, I want that person to communicate any issues to me as soon as the issue arises so we can either adjust for it or solve it. Acct Mgr: For all orders I will become a key interface for you. I will stay in touch with you throughout the process. With that commitment are you ready to move forward with an order?

44. www.iSpeak.com Proprietary and Confidential Exercise: Handling Tough Questions

45. www.iSpeak.com Proprietary and Confidential Closing Trial Close “How does that sound?” “Do you have any questions?” Final Close “If we can meet your timeline requirements at the price we’ve discussed, are you ready to begin?”

46. www.iSpeak.com Proprietary and Confidential Exercise: Interactive Situational Exercise

47. www.iSpeak.com Proprietary and Confidential Selling Skills Unit Five: Servicing

48. www.iSpeak.com Proprietary and Confidential Cards

49. www.iSpeak.com Proprietary and Confidential Cards

50. www.iSpeak.com Proprietary and Confidential Expectations Always set expectations! Levels of Customer Service – Below Expectations – Met Expectations – Above Expectations – WOW!

51. www.iSpeak.com Proprietary and Confidential Responsive C.A.R.E. Credible Appreciative Reliable Empathetic

52. www.iSpeak.com Proprietary and Confidential Exercise: Ideas for Responsive C.A.R.E.

53. www.iSpeak.com Proprietary and Confidential Referrals When to ask for a Referral How to ask for a Referral Sample Referral “Our business is largely built on referrals. If you feel that our service would be a good fit for someone else in your organization or someone at another company, I would greatly appreciate you passing along my name and contact information.”

54. www.iSpeak.com Proprietary and Confidential Selling Skills Implement to Improve

55. www.iSpeak.com Proprietary and Confidential iSpeak Learning Methodology “Knowing is not enough; we must apply. Willing is not enough; we must do.” - Johann Goethe

56. www.iSpeak.com Proprietary and Confidential Satori

57. www.iSpeak.com Proprietary and Confidential Kaizen

58. www.iSpeak.com Proprietary and Confidential Instructor Name email@iSpeak.com 512.###.#### Thank you!

59. www.iSpeak.com Proprietary and Confidential Continue Your Learning At iSpeak University! www.ispeak.com/ispeak-university Reinforcing Video ShortsDownload Tools