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Slide 1Best In Class 1 Field Sales The Contact Phase The Closing Phase The Persuasion Phase The Information Phase The Aim of the Meeting - - Fulfill the.

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Presentation on theme: "Slide 1Best In Class 1 Field Sales The Contact Phase The Closing Phase The Persuasion Phase The Information Phase The Aim of the Meeting - - Fulfill the."— Presentation transcript:

1 Slide 1Best In Class 1 Field Sales The Contact Phase The Closing Phase The Persuasion Phase The Information Phase The Aim of the Meeting - - Fulfill the planned expectations The Structured Sales Approach Pg. 28

2 Slide 2Best In Class 1 Field Sales Seek first to understand, then to be understood. First the diagnosis, then the prescription. - Stephen Covey

3 Slide 3Best In Class 1 Field Sales n Implicit and Explicit Needs n CORK The Information Phase Pg. 28

4 Slide 4Best In Class 1 Field Sales We keep a double stock of all spare parts in case something goes wrong with the delivery time We need to decrease our stock, therefore we want to implement JIT production, which requires a 24h delivery service Implicit needs: statements of slight problems, difficulties, dissatisfaction Explicit needs: statements of strong interest or desire for solutions Customer Needs Pg. 29

5 Slide 5Best In Class 1 Field Sales C: Circumstance O: Obstacle R: Repercussion K: Key To Solution CORK Pg. 30

6 Slide 6Best In Class 1 Field Sales C ircumstance Questions O bstacle Questions R epercussion Questions K ey to Solution Questions Implicit Needs Explicit Needs The questioning technique should not be treated as a sales trick. It is part of the Structured Sales Approach that allows better control and understanding of the customers behavior. CORK Pg. 31

7 Slide 7Best In Class 1 Field Sales Tips when asking questions 1.Keep them open-ended - Use TED formula - Avoid Do you… 2.Pre-Plan questions to have good organization and flow 3. Use Impact words - words that grab attention -Time sensitive, Disrupt, Confusion, Headaches Questions Pg. 32 Impact Words pg

8 Slide 8Best In Class 1 Field Sales Definition nFinding out facts and figures about the customers existing circumstances Example nWhat are your departments objectives for 2006? nWalk me through your order process Impact nLeast powerful of the four types of questions…most people ask too many & the customer gets bored Advice nEliminate unnecessary circumstance questions by doing your research and qualifying in advance CORK – Circumstance Questions Pg. 39

9 Slide 9Best In Class 1 Field Sales Company specific Business and Personal Questions What facts and figures will help us understand their business? Shipping specific Facts, figures and the shipping profile – Qualifying Information – Pricing Information – Shipping details What facts and figures will help us understand their shipping characteristics? Two Types of Circumstance Questions The key is to strike a balance in each of these categories Pg. 40

10 Slide 10Best In Class 1 Field Sales Tip: Keep some questions memorized 1.Explain to me your shipping process? 2.Explain the process for shipping goods to your customers? What type of automation is used? 3.Besides yourself, who is involved in the decision for selecting a shipping partner? 4.Explain how your company/department is organized? 5.What are 3 things you look for in a shipping partner? CORK – Circumstance Questions Pg. 41

11 Slide 11Best In Class 1 Field Sales b Supply Chain GOODS COME IN - DO SOMETHING WITH GOODS - GOODS GO OUT Question….Question… Question… Question…Question… Question… CORK - Circumstance Questions Pg. 42

12 Slide 12Best In Class 1 Field Sales 1.How did you come to work here? 2.What separates you from your competition? 3.What are your department objectives? 4.What criteria do your customers judge you on? 5.Explain to me your current shipping process? 6.How do your good come in? 7.What do you do with them once here? 8.Where do you ship your explain? Elaborate…. 9.What is the decision making process for selecting a shipping partner? 10.Explain how your company/department is organized? 11.How do you measure quality? 12.What are 3 things you look for in a shipping partner? Remember you are leading the customer to potential problems or needs CORK – Circumstance Questions

13 Slide 13Best In Class 1 Field Sales The second type are Obstacle questions: Definition nAsking about concerns, difficulties or dissatisfactions that the customer is currently experiencing. Examples nWhere are the bottlenecks in your current process? nWhere do you lose the most time in transit on your international shipments? nIf there was anything you could change about your current supplier, what would it be? Impact nPowerful question type. nFocuses customers mind on their concerns. nUsually identifies with customers priorities/needs. nDevelops a more worthwhile conversation with customer. Advice nThink of DHL services and how they solve problems for clients. nThink of all possible concerns/obstacles this customer might have before you go into the call, write them down, but stay flexible. CORK – Obstacle Questions Pg. 43

14 Slide 14Best In Class 1 Field Sales What are obstacles our customers may have? CORK – Obstacle Questions Pg. 43

15 Slide 15Best In Class 1 Field Sales Magic Wand If you could change anything about your current situation, what would you change? How to Structure Obstacle Questions Pg. 44

16 Slide 16Best In Class 1 Field Sales Questioning Triad Helps transition from Circumstance questions to Obstacle questions How to Structure Obstacle Questions – pg. 45 Where are they now? Where do they want to be? Whats stopping them? C O O

17 Slide 17Best In Class 1 Field Sales Question Triad Examples Example 1: C: What are 3 things you look for in your shipping partner? O: You mentioned reliability in service to international destinations, what challenges do you face when servicing your international destinations? O: Whats stopping you from getting this issue resolved? Example 2: C: What do you want to Accomplish in your department this year? O: What do you want to Fix in the department? O: What are you trying to Avoid? How to Structure Obstacle Questions Pg. 45

18 Slide 18Best In Class 1 Field Sales Exercise Time = 10 minutes Work in your team challenge groups Use the flipcharts posted around the room Chose an obstacle from the flipchart Create at least (1) circumstance and (2) obstacle questions You may any of the 3 techniques taught nMagic Wand nQuestion Triad nAccomplish, Fix, Avoid We will review together as a group CORK – Obstacle Questions

19 Slide 19Best In Class 1 Field Sales Weve determined an obstacle. Normally we jump to offering a solution… FIRST we need to determine the effect that the problem has on the customer! Repercussion Questions

20 Slide 20Best In Class 1 Field Sales The third type are R epercussion questions: Definition nAsking about the repercussions or effects the concerns, difficulties or dissatisfactions have, or may have on their business or themselves. Examples nWhat effect will that have on your clients? nCould that lead to added costs? nWhat happens if you do not achieve that goal? Impact nThe most powerful question type as it identifies with the reality of something not happening. nFocuses the customers mind on reaching for a possible solution. Advice nHaving planned the Obstacle questions, think of their effect to the customer and their business. nPlan these questions - write them down if necessary. CORK – Repercussion Questions Pg. 46

21 Slide 21Best In Class 1 Field Sales Company Customer Department You What effect does that have on…. CORK – Repercussion Questions Pg. 47

22 Slide 22Best In Class 1 Field Sales Uncover HARD and SOFT Costs Cost of the problem must outweigh the Cost of the solution What are examples of Repercussion questions that find costs? CORK – Repercussion Questions Pg. 48

23 Slide 23Best In Class 1 Field Sales The fourth type are Key to solution questions: Definition nAsking the customer what they think a good solution might be promotes a platform for your solution. nGaining commitment from them on the usefulness of a proposed solution from you. Examples nHow would faster customs clearance be an advantage to your department? nWhat would you gain if you did it this way? nWhat savings would be had if this process was implemented? Impact nPositive impact on customers who now see a solution or an improved method. nClients see this as helpful and result-orientated. Advice nUse these questions to get the customers to tell you the benefits that your solution can offer. CORK – Key to Solution Questions Pg. 49

24 Slide 24Best In Class 1 Field Sales Guidelines for Key to Solution Questions: nKeep them open-ended -How? -What? nFuture based nProblem solving nAvoid If we could show you a way… You are asking them to dream of doing things differently. The customers positive answer to this question is your only green light to the persuasion phase – presenting DHL. Key to Solution Questions Pg. 50

25 Slide 25Best In Class 1 Field Sales C ircumstance Questions O bstacle Questions R epercussion Questions K ey to Solution Questions Implicit Needs Explicit Needs CORK The Key To Solution question allows the customer to state their explicit need Pg. 51

26 Slide 26Best In Class 1 Field Sales Exercise Time = 10 minutes Work in your team challenge groups Use the flipcharts posted around the room Work from the C, O, and R questions you created as a team Create 2 Key To Solution questions We will review together as a group CORK – Key To Solution Questions

27 Slide 27Best In Class 1 Field Sales Pg. 52 Aim to uncover at least 3 problems CORK

28 Slide 28Best In Class 1 Field Sales C: What new destinations are you targeting this year? O: What challenges are you facing in reaching those destinations? R: What effect is this having on your ability to establish new customers in these areas? K: How would it benefit you to simplify that process? CORK

29 Slide 29Best In Class 1 Field Sales 1.Where do you ship to? 2.What happens when your department gets a call from an angry customer? 3.How much more could you send out if your pick up wasnt so early? 4.How many people work here? 5.What is the effect of this on your customers? 6.What happened to the shipments? 7.What challenges do you face with import shipments? 8.Where are your fastest growing markets? 9.Where would you expand if you were confident with the delivery process? 10.Whats the key criteria you look for in an air express supplier? CORK CORK Team Exercise

30 Slide 30Best In Class 1 Field Sales 11.What are the difficulties in working with numerous suppliers? 12. If you could change anything about your current situation, what would you change? 13. What would you do with the added warehouse space if you had it? 14. How many countries will you be expanding to this year? 15. What happens if a package doesnt get there on time? 16. What would be the impact on productivity if the parts were held up because of the late arrival of this package? 17. How would you re-allocate resources from your department if the shipment paperwork were reduced? 18. What are some of your dissatisfactions with your current shipping situation? 19. What challenges would you like to see resolved this year? 20. How is the decision made on which shipping supplier you partner with? CORK Team Exercise

31 Slide 31Best In Class 1 Field Sales Talking vs. Listening The Contact Phase 80% Listen 20% Talk The Closing Phase 10% Listen 90% Talk The Persuasion Phase 25% Listen 75% Talk The Information Phase 80% Listen 20% Talk The Aim of the Meeting - - Fulfill the planned expectations

32 Slide 32Best In Class 1 Field Sales The Contact Phase The Closing Phase The Persuasion Phase The Information Phase The Aim of the Meeting - - Fulfill the planned expectations Best in Class The Structured Sales Approach Pg. 53

33 Slide 33Best In Class 1 Field Sales nFeatures, Advantages and Benefits nPresenting Proposals The Persuasion Phase – pg. 54

34 Slide 34Best In Class 1 Field Sales In order to sell to John Smith and for John Smith to buy, you need to see the world through John Smiths eyes. - Anonymous

35 Slide 35Best In Class 1 Field Sales The Contact Phase The Closing Phase The Persuasion Phase The Information Phase The Aim of the Meeting - - Fulfill the planned expectations Best in Class The Structured Sales Approach

36 Slide 36Best In Class 1 Field Sales Before we move into the Persuasion Phase we need to summarize our understanding of the customers needs. Mr. Smith, from what I understand from our last meeting, you want to reduce the time your products get held up in customs, you want to reduce your overall costs and you wish to look at alternative ways of getting your products to your customers quicker and with less damage. Get agreement. Is that right? Summarize before moving on Pg. 55

37 Slide 37Best In Class 1 Field Sales Your customer will require satisfactory answers to four major concerns: 1.What your proposal will do. 2.How will it do this. 3.What effect it will have on him/her. 4.What effect it will have on his/her organization. And as a background to all this: PROOF that your claims are justified. Persuasion Phase Pg. 56

38 Slide 38Best In Class 1 Field Sales A F B Describe facts, data, products, service characteristics Demonstrate how the product or service may match the needs of the average customer Demonstrate how the product or service meets the Explicit Needs expressed by the customer FAB – Pg. 57 Because of You can Which means to you

39 Slide 39Best In Class 1 Field Sales n What it IS…Feature n What it DOES…Advantage n What it MEANS TO THE CUSTOMER…Benefit FAB Offer Analysis Sheet Pg. 58


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