1. We don’t sell, we serve SARI KUPARI

2. Aim is Customer Experience Service Smile Joy Teamwork Sharing Caring Passion Spirit Drive Trust Loyalty Friendship Honesty Hard work Experience Knowledge Learning Do your best Give Believe Happiness Well-being Meet and fill the needs

3. For us Sales is  Sales is closing the marketing process  Result of an advertisement and experience  Sales is a companys lifeline  Sales is a continuous process  Sales is only one part of the big cake

4. Our Sales Process  Create image and maintain it  Prospecting / initial contact  Preapproach - planning the sale  Identifying and cross questioning  Need assessment  Presentation  Meeting objections  Gaining commitment  Follow-up  Build client relationship  Maintain client relationship Identify need Create solution Approach Solve problem Follow up

5. Create image and maintain it  For customers  Presence  Interaction  Hold promises  Be involved  Quality of service is not just about money  Logo  Name  Colors  Price and value  Look  Quality  Renew  Develop  Stand behind your words

6. Prospecting  The search for potential customers or buyers. Need?  Do you have a solution?  Find qualified prospects and move them through the sales cycle from cold to warm to hot.  Marketing tactics bring prospects incrementally closer to you, increase the awareness advertising, public relations, cold calling and networking

7. Preapproach  Gather relevant information regarding the prospect in order to create a customized presentation.  If the product meets the costumers needs, client has finances to make a purchase and if the audience is the decision-maker.  Point benefits and problem areas to clients.

8. Identifying and cross questioning  Who are the decision makers?  Who could benefit from my product or service?  What are my customer have plans?  There are always questions to ask.  Find product pairs. Do cross-sell analysis.  You can reduce total campaign costs, increase response rates and drive increased sales.

9. Need assessment  Identify needs – customers needs, not yours  Gaps between current conditions and desired conditions or wants  Goals – company, employee, customer  Self-management to sales management  Be customer oriented

10. Presentation Practice practice practice  Video  CV  Elevator pitch  Social media (Google your self, this is who you are?)  Get feedback and give feedback

11. Meeting objections  Sales objections are roadblocks, not dead ends  Arguments  Closing  Feedback, learn from it

12. Gaining commitment  Needs – company, individual, customer, environment  Goals - realistic  Right people - teamwork  Roles - teamwork  Reward – also customers and employees  Value, not only money – you can’t buy the happiness

13. Follow-up  Take the client through the next steps - called consolidation.  Confirm what has been agreed – delivery process, dates and times, payment procedures, where appropriate.  Write down, make notes.  Confirm all the details in an email or letter.  Contact details – check check check.  Follow up progress.  Check that they have received exactly what was agreed and on time.  Be available

14. Build client relationship and maintain it  Customers needs - Respect. Don’t push, win trust  Request feedback – Learn from it, use the feedback  Thank everyone!  Increase your knowledge  Research  Renew  Develop

15. Thank you for reading this! Our team is passioned about creating WOW experiences. Long lasting ones! This is our companys lifeline, purpose of existing! What’s your companys reason for the existence? Sari Kupari Sales and Customer Service Coach founder of www.xperience-chamonix.com / www.xcrew.fi