1. Sales Training 5 Step Sales Process

2. Promoter Expectations Be Professional Be Professional Effort is expected and will be Rewarded Effort is expected and will be Rewarded Be a great teammate! Treat others… Be a great teammate! Treat others… Take personal responsibility Take personal responsibility Results matter! Results matter! Be Honest and show Integrity and all times Be Honest and show Integrity and all times Good is the Enemy of Great Good is the Enemy of Great If you have bed news, report it fast! If you have bed news, report it fast! Smile and be positive - Have fun! Smile and be positive - Have fun! Be Professional Be Professional Effort is expected and will be Rewarded Effort is expected and will be Rewarded Be a great teammate! Treat others… Be a great teammate! Treat others… Take personal responsibility Take personal responsibility Results matter! Results matter! Be Honest and show Integrity and all times Be Honest and show Integrity and all times Good is the Enemy of Great Good is the Enemy of Great If you have bed news, report it fast! If you have bed news, report it fast! Smile and be positive - Have fun! Smile and be positive - Have fun!

3. Consultative/Relationship Selling New Focus New Focus Building high trust relationships with prospects Building high trust relationships with prospects Uncovering prospects concerns, problems and opportunities Uncovering prospects concerns, problems and opportunities Developing the impact of these concerns, problems and opportunities Developing the impact of these concerns, problems and opportunities Showing equal respect for the prospect and sales person Showing equal respect for the prospect and sales person New Focus New Focus Building high trust relationships with prospects Building high trust relationships with prospects Uncovering prospects concerns, problems and opportunities Uncovering prospects concerns, problems and opportunities Developing the impact of these concerns, problems and opportunities Developing the impact of these concerns, problems and opportunities Showing equal respect for the prospect and sales person Showing equal respect for the prospect and sales person

4. Why Consultative Selling? The trend in the market place shows that it is the most effective The trend in the market place shows that it is the most effective Consultative sales people have a higher success percentage Consultative sales people have a higher success percentage The trend in the market place shows that it is the most effective The trend in the market place shows that it is the most effective Consultative sales people have a higher success percentage Consultative sales people have a higher success percentage

5. Key Concepts and Skills We will SHOW prospects how to solve problems rather than compete with price We will SHOW prospects how to solve problems rather than compete with price Selling involves analyzing concern, problems and opportunities, developing impacts, presenting solutions, cost justifying, closing and following-up Selling involves analyzing concern, problems and opportunities, developing impacts, presenting solutions, cost justifying, closing and following-up Your attitude and mindset will directly affect how you are perceived by your clients Your attitude and mindset will directly affect how you are perceived by your clients We will SHOW prospects how to solve problems rather than compete with price We will SHOW prospects how to solve problems rather than compete with price Selling involves analyzing concern, problems and opportunities, developing impacts, presenting solutions, cost justifying, closing and following-up Selling involves analyzing concern, problems and opportunities, developing impacts, presenting solutions, cost justifying, closing and following-up Your attitude and mindset will directly affect how you are perceived by your clients Your attitude and mindset will directly affect how you are perceived by your clients

6. 5 Step Sales Process 1. Get to know the Distributor - Connect How long have you been open, where are you from How long have you been open, where are you from 2. Understand the Size and Scope Where does most of your clients come from, about how many people walk into your store per day, do you currently sell any long distance telecommunications solutions Where does most of your clients come from, about how many people walk into your store per day, do you currently sell any long distance telecommunications solutions 3. What forms of communication tools do you use? (does it work) 4. Get the Client Agreeing 1. If you had…is that something you could use? 5. Close With a Pattern of Yes 1. Based on what you told me…I recommend… 2. How does that sound? 3. What credit card will you place that on 1. Get to know the Distributor - Connect How long have you been open, where are you from How long have you been open, where are you from 2. Understand the Size and Scope Where does most of your clients come from, about how many people walk into your store per day, do you currently sell any long distance telecommunications solutions Where does most of your clients come from, about how many people walk into your store per day, do you currently sell any long distance telecommunications solutions 3. What forms of communication tools do you use? (does it work) 4. Get the Client Agreeing 1. If you had…is that something you could use? 5. Close With a Pattern of Yes 1. Based on what you told me…I recommend… 2. How does that sound? 3. What credit card will you place that on

7. Exactta Sales Process SALES STEPS SALES OBJECTIVES Prospecting Gather information, identify prospects Opening the Sale Establish rapport, generate interest, set an agenda, establish credentials Conducting the Analysis (PROBE) Uncover needs, analyze impacts, gain agreements Presenting Solutions and Benefits Present solutions, prepare an investment summary and find the resistance Handling Objections, Stalls and Delays Present and prove Ask for the SALE! Ask for a commitment

8. Building Credibility Relating Skill 1: Convey Empathy Relating Skill 1: Convey Empathy Relating Skill 2: Committed Listening Relating Skill 2: Committed Listening The average person speaks 125 words per minute, but can listen to 400-600 The average person speaks 125 words per minute, but can listen to 400-600 People remember: People remember: 25% of what they hear 25% of what they hear 50% of what they hear and see 50% of what they hear and see 80% of what they see, hear, and interact with 80% of what they see, hear, and interact with Relating Skill 1: Convey Empathy Relating Skill 1: Convey Empathy Relating Skill 2: Committed Listening Relating Skill 2: Committed Listening The average person speaks 125 words per minute, but can listen to 400-600 The average person speaks 125 words per minute, but can listen to 400-600 People remember: People remember: 25% of what they hear 25% of what they hear 50% of what they hear and see 50% of what they hear and see 80% of what they see, hear, and interact with 80% of what they see, hear, and interact with

9. Building Credibility Relating Skill 3: Acknowledging Relating Skill 3: Acknowledging Relating Skill 4: Relating to Different Attitudes Relating Skill 4: Relating to Different Attitudes Indifference, Hostility, Busy, Cooperative Indifference, Hostility, Busy, Cooperative Relating Skill 3: Acknowledging Relating Skill 3: Acknowledging Relating Skill 4: Relating to Different Attitudes Relating Skill 4: Relating to Different Attitudes Indifference, Hostility, Busy, Cooperative Indifference, Hostility, Busy, Cooperative

10. ProbingProbing Asking Effective Questions Asking Effective Questions Open Question Open Question What type of international calling services are you offering? What type of international calling services are you offering? If you had an international SIM card how would you use it? If you had an international SIM card how would you use it? What has been your experience when selling international calling services ? What has been your experience when selling international calling services ? Directive Question Directive Question Do your customers on a regular basis? Do your customers on a regular basis? Is this something that you would like to use? Is this something that you would like to use? Are the majority of your customers living in a foreign country? Are the majority of your customers living in a foreign country? Reflective Question Reflective Question How do you feel about…? How do you feel about…? What is your opinion on…? What is your opinion on…? Based on that, do you think…? Based on that, do you think…? Commitment/Closing Questions Commitment/Closing Questions How does that sound? How does that sound? Does that answer your question? Does that answer your question? Will that work for you? Will that work for you? Asking Effective Questions Asking Effective Questions Open Question Open Question What type of international calling services are you offering? What type of international calling services are you offering? If you had an international SIM card how would you use it? If you had an international SIM card how would you use it? What has been your experience when selling international calling services ? What has been your experience when selling international calling services ? Directive Question Directive Question Do your customers on a regular basis? Do your customers on a regular basis? Is this something that you would like to use? Is this something that you would like to use? Are the majority of your customers living in a foreign country? Are the majority of your customers living in a foreign country? Reflective Question Reflective Question How do you feel about…? How do you feel about…? What is your opinion on…? What is your opinion on…? Based on that, do you think…? Based on that, do you think…? Commitment/Closing Questions Commitment/Closing Questions How does that sound? How does that sound? Does that answer your question? Does that answer your question? Will that work for you? Will that work for you?

11. Probing From the General to the Specific LEVEL ONE: Probe Interest. Use an open question; introduce a general area of concern as the subject of discussion. Use an open question; introduce a general area of concern as the subject of discussion. LEVEL TWO: Explore Wants and Needs. Completely examine the problems and/or opportunities that this concern presents. Encourage your prospects to open up and speak freely. Completely examine the problems and/or opportunities that this concern presents. Encourage your prospects to open up and speak freely. LEVEL THREE: Develop Impacts. Determine, as accurately as possible, how these needs affect the person you are talking to financially, organizationally or personally. Determine, as accurately as possible, how these needs affect the person you are talking to financially, organizationally or personally. LEVEL FOUR: Summarize and Trial Close on your needs. The prospect must agree that a need exists and be willing to take action. The prospect must agree that a need exists and be willing to take action. LEVEL ONE: Probe Interest. Use an open question; introduce a general area of concern as the subject of discussion. Use an open question; introduce a general area of concern as the subject of discussion. LEVEL TWO: Explore Wants and Needs. Completely examine the problems and/or opportunities that this concern presents. Encourage your prospects to open up and speak freely. Completely examine the problems and/or opportunities that this concern presents. Encourage your prospects to open up and speak freely. LEVEL THREE: Develop Impacts. Determine, as accurately as possible, how these needs affect the person you are talking to financially, organizationally or personally. Determine, as accurately as possible, how these needs affect the person you are talking to financially, organizationally or personally. LEVEL FOUR: Summarize and Trial Close on your needs. The prospect must agree that a need exists and be willing to take action. The prospect must agree that a need exists and be willing to take action.

12. ExampleExample Level One: Open So what do you do to entertain clients while on your travel? Level Two: Open & Directive What do you do when you have a client that tells you last minute that they can see you but you are not near a computer to research decent entertainment? Level Three: Open, Directive & Reflective And then? Ho does that make you feel? How often does this happen? Level Four: Commitment So how great would it be to have a secretary on call 24 hours of the day to research the best activity, make reservations and give you detailed directions on how to get to your destination?

13. Present Solutions & Benefits Sell Benefits A feature is not necessarily perceived as a benefit by the prospect unless it solves a problem or satisfies definite need. A feature is not necessarily perceived as a benefit by the prospect unless it solves a problem or satisfies definite need. Trial Close on Every Benefit Every time you present a solution and benefit, ask for agreement. As you address each concern and demonstrate individual features which meet them, trial close by asking questions like: Every time you present a solution and benefit, ask for agreement. As you address each concern and demonstrate individual features which meet them, trial close by asking questions like: o Will automatic monthly shipments solve this problem? o Will automatic monthly shipments solve this problem? Sell Benefits A feature is not necessarily perceived as a benefit by the prospect unless it solves a problem or satisfies definite need. A feature is not necessarily perceived as a benefit by the prospect unless it solves a problem or satisfies definite need. Trial Close on Every Benefit Every time you present a solution and benefit, ask for agreement. As you address each concern and demonstrate individual features which meet them, trial close by asking questions like: Every time you present a solution and benefit, ask for agreement. As you address each concern and demonstrate individual features which meet them, trial close by asking questions like: o Will automatic monthly shipments solve this problem? o Will automatic monthly shipments solve this problem?

14. Present the Price 1.The service/product we recommended 2.The investment 3.What the investment covers Set a mini-agenda for this part of your presentation: Set a mini-agenda for this part of your presentation: Weve broken out a number of our costs. Perhaps I can explain each of these and what they cover. Weve broken out a number of our costs. Perhaps I can explain each of these and what they cover. The initial investment is ______. That is for ______. The initial investment is ______. That is for ______. 1.The service/product we recommended 2.The investment 3.What the investment covers Set a mini-agenda for this part of your presentation: Set a mini-agenda for this part of your presentation: Weve broken out a number of our costs. Perhaps I can explain each of these and what they cover. Weve broken out a number of our costs. Perhaps I can explain each of these and what they cover. The initial investment is ______. That is for ______. The initial investment is ______. That is for ______.

15. CloseClose If you have done a great presentation simply assume the order is yours: If you have done a great presentation simply assume the order is yours: lets get the paperwork out of the way so we can get you talking. Ill need $xxx so that I can set up your pin number. lets get the paperwork out of the way so we can get you talking. Ill need $xxx so that I can set up your pin number. If you have done a great presentation simply assume the order is yours: If you have done a great presentation simply assume the order is yours: lets get the paperwork out of the way so we can get you talking. Ill need $xxx so that I can set up your pin number. lets get the paperwork out of the way so we can get you talking. Ill need $xxx so that I can set up your pin number.

16. Ask to join the Loyalty Program Now that youve sold this client, you have one of the most productive sources of continuous commission sitting in front of you Now that youve sold this client, you have one of the most productive sources of continuous commission sitting in front of you Mrs. Gonzales, I am sure that you will be completely satisfied with our service. Would you like to join our Loyalty Program today as well? Mrs. Gonzales, I am sure that you will be completely satisfied with our service. Would you like to join our Loyalty Program today as well? Now that youve sold this client, you have one of the most productive sources of continuous commission sitting in front of you Now that youve sold this client, you have one of the most productive sources of continuous commission sitting in front of you Mrs. Gonzales, I am sure that you will be completely satisfied with our service. Would you like to join our Loyalty Program today as well? Mrs. Gonzales, I am sure that you will be completely satisfied with our service. Would you like to join our Loyalty Program today as well?

17. Handling Objections, Stalls & Delays Handling objections works best when: You respect that prospects right to disagree You respect that prospects right to disagree You listen to the prospects objections, rather than react immediately and challenge them You listen to the prospects objections, rather than react immediately and challenge them You recognize that objections are often a necessary part of the prospects decision making process to test their own opinions and assumptions You recognize that objections are often a necessary part of the prospects decision making process to test their own opinions and assumptions You anticipate objections and prepare yourself for them You anticipate objections and prepare yourself for them You think of objections as the chance to move the sale forward to a decision You think of objections as the chance to move the sale forward to a decision Handling objections works best when: You respect that prospects right to disagree You respect that prospects right to disagree You listen to the prospects objections, rather than react immediately and challenge them You listen to the prospects objections, rather than react immediately and challenge them You recognize that objections are often a necessary part of the prospects decision making process to test their own opinions and assumptions You recognize that objections are often a necessary part of the prospects decision making process to test their own opinions and assumptions You anticipate objections and prepare yourself for them You anticipate objections and prepare yourself for them You think of objections as the chance to move the sale forward to a decision You think of objections as the chance to move the sale forward to a decision

18. Most Common Most Common Objections Budget needs Budget needs Value Value Cant afford it Cant afford it Fear of making a mistake Fear of making a mistake Wants to shop around Wants to shop around Wants a better price Wants a better price Cash Flow Cash Flow Were pleased with what we are doing now Were pleased with what we are doing now Minutes will go unused Minutes will go unused Budget needs Budget needs Value Value Cant afford it Cant afford it Fear of making a mistake Fear of making a mistake Wants to shop around Wants to shop around Wants a better price Wants a better price Cash Flow Cash Flow Were pleased with what we are doing now Were pleased with what we are doing now Minutes will go unused Minutes will go unused

19. Responding to Objections Use A Cushion Use A Cushion Probe and Clarify Probe and Clarify Empathize Empathize Present and Prove Present and Prove Close Close Use A Cushion Use A Cushion Probe and Clarify Probe and Clarify Empathize Empathize Present and Prove Present and Prove Close Close Acknowledge that the person has concerns Acknowledge that the person has concerns Clarify the persons thoughts and feelings Clarify the persons thoughts and feelings Let them know you understand their right to object Let them know you understand their right to object When the prospect shows receptivity, present an idea or benefit for the client to consider. Prove if necessary When the prospect shows receptivity, present an idea or benefit for the client to consider. Prove if necessary Ask if the prospect accepts your idea Ask if the prospect accepts your idea

20. Responding to Objections Use a Cushion Use a Cushion I can appreciate where you are coming from… I can appreciate where you are coming from… Some of my best clients have told me the exact same thing… Some of my best clients have told me the exact same thing… I understand that you have seen better prices with some of our competitors. I understand that you have seen better prices with some of our competitors. Probe and Clarify Probe and Clarify Could you be a little more specific? Could you be a little more specific? What exactly are your primary goals in reviewing alternative recommendations? What exactly are your primary goals in reviewing alternative recommendations? What do you think might be the result? What do you think might be the result? Use a Cushion Use a Cushion I can appreciate where you are coming from… I can appreciate where you are coming from… Some of my best clients have told me the exact same thing… Some of my best clients have told me the exact same thing… I understand that you have seen better prices with some of our competitors. I understand that you have seen better prices with some of our competitors. Probe and Clarify Probe and Clarify Could you be a little more specific? Could you be a little more specific? What exactly are your primary goals in reviewing alternative recommendations? What exactly are your primary goals in reviewing alternative recommendations? What do you think might be the result? What do you think might be the result?

21. Responding to Objections Empathize Empathize Acknowledgement: Expressed As:Message Conveyed: 1. AttentionUh huh, I see.You are worthwhile. 2. UnderstandingI see what you mean.You make sense. 3. Acceptance Thats Fair.Youre okay. Present and Prove Present and Prove I have an idea that might work. I have an idea that might work. There may be a way to resolve that for you. There may be a way to resolve that for you. Close Close Does that take care of it? Will that work for you? Does that take care of it? Will that work for you? Do you have any other problems in that area? Does that help you? Do you have any other problems in that area? Does that help you? Empathize Empathize Acknowledgement: Expressed As:Message Conveyed: 1. AttentionUh huh, I see.You are worthwhile. 2. UnderstandingI see what you mean.You make sense. 3. Acceptance Thats Fair.Youre okay. Present and Prove Present and Prove I have an idea that might work. I have an idea that might work. There may be a way to resolve that for you. There may be a way to resolve that for you. Close Close Does that take care of it? Will that work for you? Does that take care of it? Will that work for you? Do you have any other problems in that area? Does that help you? Do you have any other problems in that area? Does that help you?

22. ClosingClosing Buying Signals Buying Signals You ask for the order when: You ask for the order when: The prospect has agreed there is a definite need. The prospect has agreed there is a definite need. The prospect feels definite concerns and understands their impacts. The prospect feels definite concerns and understands their impacts. The prospect has expressed interest The prospect has expressed interest The prospect has agreed that your service will solve a problem. The prospect has agreed that your service will solve a problem. The prospect is comfortable with the decision. The prospect is comfortable with the decision. he prospect gives you a strong buying signal. he prospect gives you a strong buying signal. Buying Signals Buying Signals You ask for the order when: You ask for the order when: The prospect has agreed there is a definite need. The prospect has agreed there is a definite need. The prospect feels definite concerns and understands their impacts. The prospect feels definite concerns and understands their impacts. The prospect has expressed interest The prospect has expressed interest The prospect has agreed that your service will solve a problem. The prospect has agreed that your service will solve a problem. The prospect is comfortable with the decision. The prospect is comfortable with the decision. he prospect gives you a strong buying signal. he prospect gives you a strong buying signal.

23. ClosingClosing Transition Closing Transition Closing Use when you are not sure whether the prospect is ready. Use when you are not sure whether the prospect is ready. Unless theres something else youd like to know about…(current decision) lets talk about… (next topic). Unless theres something else youd like to know about…(current decision) lets talk about… (next topic). Is there anything else youd like to know about the benefits of our international SIM card? OK, then lets talk about our automatic recharge number service. Is there anything else youd like to know about the benefits of our international SIM card? OK, then lets talk about our automatic recharge number service. Is there anything else youd like to discus about our continuous recharge service? Ok, lets look at what well need to get you started. Is there anything else youd like to discus about our continuous recharge service? Ok, lets look at what well need to get you started. Transition Closing Transition Closing Use when you are not sure whether the prospect is ready. Use when you are not sure whether the prospect is ready. Unless theres something else youd like to know about…(current decision) lets talk about… (next topic). Unless theres something else youd like to know about…(current decision) lets talk about… (next topic). Is there anything else youd like to know about the benefits of our international SIM card? OK, then lets talk about our automatic recharge number service. Is there anything else youd like to know about the benefits of our international SIM card? OK, then lets talk about our automatic recharge number service. Is there anything else youd like to discus about our continuous recharge service? Ok, lets look at what well need to get you started. Is there anything else youd like to discus about our continuous recharge service? Ok, lets look at what well need to get you started.

24. How Do I Close? Minor Point Close Would you like to have automatic bank transfers for your commissions earned? Summary Benefits Close Many account executives feel the best close is to: 1.Briefly recap the key reasons why the prospect should buy (only points youve gotten agreement on) 2.Make your recommendation and 3.Ask for the decision Based on what you have told me, I recommend… Minor Point Close Would you like to have automatic bank transfers for your commissions earned? Summary Benefits Close Many account executives feel the best close is to: 1.Briefly recap the key reasons why the prospect should buy (only points youve gotten agreement on) 2.Make your recommendation and 3.Ask for the decision Based on what you have told me, I recommend…

25. How Do I Close? Statement Close A closing statement, rather than a question, is a stronger close. A closing statement, rather than a question, is a stronger close. Mr. Gimenez, all I need is your signature and a $50 initial payment. Assumptive Close Prospect: So you recommend that I buy the piece that connects directly to my computer? Salesperson: Yes. Lets get you signed up while I still have some in stock. Statement Close A closing statement, rather than a question, is a stronger close. A closing statement, rather than a question, is a stronger close. Mr. Gimenez, all I need is your signature and a $50 initial payment. Assumptive Close Prospect: So you recommend that I buy the piece that connects directly to my computer? Salesperson: Yes. Lets get you signed up while I still have some in stock.

26. How Do I Close? Similar Situation Cautious people often need reassurance that theyre making good decision. Use referrals. When you sense that a prospect is hesitant to give you approval on something, relate a story about somebody else who was in a similar situation. Alternative Close You may close by presenting the prospect with alternatives as to a level of service. You may close by presenting the prospect with alternatives as to a level of service. Do you prefer a $50 card or $100? Similar Situation Cautious people often need reassurance that theyre making good decision. Use referrals. When you sense that a prospect is hesitant to give you approval on something, relate a story about somebody else who was in a similar situation. Alternative Close You may close by presenting the prospect with alternatives as to a level of service. You may close by presenting the prospect with alternatives as to a level of service. Do you prefer a $50 card or $100?

27. Overcoming Fear of Closing Three Main Fears Three Main Fears Afraid of Getting a No Afraid of Getting a No If youve given the prospect enough good reasons to buy and gotten agreements on each point throughout the sale, youre asking them to make a good decision. If youve given the prospect enough good reasons to buy and gotten agreements on each point throughout the sale, youre asking them to make a good decision. Fear of Rejection Fear of Rejection Forget it. A no is not a personal rejection of you, its a decision not to buy. Tomorrow they may say yes. Forget it. A no is not a personal rejection of you, its a decision not to buy. Tomorrow they may say yes. Afraid to Apply Pressure Afraid to Apply Pressure If you believe that what you are recommending will really help them, close with confidence and conviction. Your conviction communicates urgency and sincerity that this is a good decision. If you believe that what you are recommending will really help them, close with confidence and conviction. Your conviction communicates urgency and sincerity that this is a good decision. Three Main Fears Three Main Fears Afraid of Getting a No Afraid of Getting a No If youve given the prospect enough good reasons to buy and gotten agreements on each point throughout the sale, youre asking them to make a good decision. If youve given the prospect enough good reasons to buy and gotten agreements on each point throughout the sale, youre asking them to make a good decision. Fear of Rejection Fear of Rejection Forget it. A no is not a personal rejection of you, its a decision not to buy. Tomorrow they may say yes. Forget it. A no is not a personal rejection of you, its a decision not to buy. Tomorrow they may say yes. Afraid to Apply Pressure Afraid to Apply Pressure If you believe that what you are recommending will really help them, close with confidence and conviction. Your conviction communicates urgency and sincerity that this is a good decision. If you believe that what you are recommending will really help them, close with confidence and conviction. Your conviction communicates urgency and sincerity that this is a good decision.

28. Final Thoughts on Closing Closing occurs throughout the sales process Closing occurs throughout the sales process Sales are created by securing a number of small commitments and agreements, each of which supports the final decision. Sales are created by securing a number of small commitments and agreements, each of which supports the final decision. Trial closes enable you to pace the sale and take the temperature of the prospect. Trial closes enable you to pace the sale and take the temperature of the prospect. Be alert to the prospects buying signals. These are major opportunities for successful closing. Be alert to the prospects buying signals. These are major opportunities for successful closing. Closing occurs throughout the sales process Closing occurs throughout the sales process Sales are created by securing a number of small commitments and agreements, each of which supports the final decision. Sales are created by securing a number of small commitments and agreements, each of which supports the final decision. Trial closes enable you to pace the sale and take the temperature of the prospect. Trial closes enable you to pace the sale and take the temperature of the prospect. Be alert to the prospects buying signals. These are major opportunities for successful closing. Be alert to the prospects buying signals. These are major opportunities for successful closing.