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By Shane Mahar Written and Presented. Gaining Sales Mastery - DAY 1 Intros. Expectations. Agreements 9.00 - 10.30am Intros. Expectations. Agreements Logistics.

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Presentation on theme: "By Shane Mahar Written and Presented. Gaining Sales Mastery - DAY 1 Intros. Expectations. Agreements 9.00 - 10.30am Intros. Expectations. Agreements Logistics."— Presentation transcript:

1 by Shane Mahar Written and Presented

2 Gaining Sales Mastery - DAY 1 Intros. Expectations. Agreements am Intros. Expectations. Agreements Logistics. Program Overview. The Business World of Today pm The Business World of Today Intro to Supervision, Management, Leadership & Sales Mastery 80/20 Rule. Attitude Leadership & Sales Mastery 80/20 Rule. Attitude pm 3 Dimensional Sales Leadership System SUCCESS pm Where are we now? Sales Team Questionnaire Where do we need to get to? SUCCESS How?Sales Questions Overcoming Objections Closing the Sale

3 Gaining Sales Mastery - DAY am Time/Territory Management Stress Management Self Image - What motivates me? pm Self Image - What motivates me? What motivates my people What motivates my people ? Goal setting &Vision Goal setting & Vision Sales MASTERY System Sales & Service Fundamentals “ACE” System = Achieving Customer Service Excellence Understanding, Managing & Celebrating Differences 3 Dimensional Leadership Model / DISC - Relationship Strategies Matrix pm Understanding, Managing & Celebrating Differences 3 Dimensional Leadership Model / DISC - Relationship Strategies Matrix Summary pm Summary

4 Gaining Sales Mastery- DAY am De-brief Day 2 NLP3 Overview for Sales Mastery pm Role Plays Integration Team Decision Making, Problem Solving Simulation pm Team Decision Making, Problem Solving Simulation Summary pm SummaryCommitments

5 by Shane Mahar Written and Presented Whilst we are waiting for a few more participants, please choose a partner & introduce yourself re: please choose a partner & introduce yourself re: Your Name & Position Your Name & Position Your Interests / Hobbies Your Interests / Hobbies The animal you most relate to The animal you most relate to The animal your Manager reminds you of The animal your Manager reminds you of Your 3 Key Expectations of this Program Your 3 Key Expectations of this Program

6 1Be indestructible not indispensable 2Sell your achievements 3 Sell your unique differences = how do you add value? 4Brand yourself - differentiate = stand out from the crowd - differentiate = stand out from the crowd - cultivate your positive personal myth 5Sell your time + your skill = your reputation 6Don’t be taken for granted 7Check your value to the marketplace - Headhunter 8Let go of false modesties 9Proactive “Thought Leadership” 10Sell your Department

7 11 Keep your finger on the pulse -leading edge 12 Be a leader of change 13 Develop your own personal Marketing Plan 14 Be well informed on the “Big Picture” 15 Speak the “Lingo” 16 Think like a shareholder/owner 17 Make friends not enemies 18 Cash is “King”-accumulate 6 months+ 19 Involve your partner where possible 20 Get face to face with key clients

8 21 Get the right training = increase your perceived personal worth 22 Get aligned with the right people 23 Train your replacement 24 Reinvent yourself 25 Get aligned with consultants - advise the advisors 26 Know & embrace the Company history 27 Be a rolling stone not a stagnant dam 28 Project a professional image 29 Overcome the fear of Public Speaking 30 Remember, You are a product - how good is your Brand? - how good is your Brand?

9 The 20 Key Characteristics of ofSuccessful& Effective Salespeople List 3 that you commit to improving from the next Slide __________________________________________________ __________________________________________________ __________________________________________________

10 ApproachableConfidentPositiveDisciplinedKnowledgeableReliableVisionaryDecisive Problem Solver Gift of the ---? Sense of Humor Ambitious Good networker High energy Involves everyone PersuasiveInspirationalIntegrity Inner Strength Effective Closer TOTAL Yes Answers___

11 Ssense of purpose Uunderstanding Ccourage Ccommitment Eenthusiasm Sstamina Ssixth sense

12 What do you commit to improving? _______________________________________ How will you do achieve it? _______________________________________ When will this new SUCCESS be effective from? _______________________________________

13 What’s different in the way you deal with your Customers today? __________________________________________ __________________________________________ __________________________________________

14 If you can’t sell yourself, you can’t sell your product or service you can’t sell your product or service ! How can you sell yourself more? _________________________________________ _________________________________________

15 1How many people are Salespeople?_______ 2What / Who do you Sell?________________ 3What Business are you in?______________ 4Successful Salespeople have “the gift of the gab” [Agree/ Disagree? ]______________ 5Successful Salespeople are Born or Made? ______________________________

16 6Intelligent listening is more important than ______________________ 7When appropriate,why don’t we always ask for the order?______________ 8The biggest challenge in Selling is to overcome our Fears. What is your major fear?_______________ How & when will you overcome it? _________________________________________ _________________________________________

17 9What is more important? [ Data, Tone or Body Language? ]_______ 10People love to buy [ Agree or Disagree? ]_________________ So, why are smart questions so important?___________________________ What are some examples of smart questions?___________________________ _________________________________________

18 Mmake ready Aapproach with benefits / anchoring Sstimulate desire Ttell & sell Eeliminate resistance Rrehearse the sale / rapport Yyou - visualise outcome

19 Mmake ready ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________

20 Aapproach with benefits / anchoring ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________

21 Sstimulate desire ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________

22 Ttell & sell ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________

23 Eeliminate resistance ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________

24 Rrehearse the sale / rapport ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________

25 Yyou - visualise outcome ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________ ________________________________________

26 96%96% never complain about poor service 90%90% never return to buy EachEach one tells at least 9 other people 13%13% will tell at least 20 other people 70%70% will return if problem is resolved 95%95% will return if the problem is resolved on the spot ItIt is 5 times more expensive to attract a new Customer than to keep an old one! HowHow well are you looking after your existing customers? _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________

27 ItIt is 5 times more expensive to attract a new Customer than to keep an old one! How can you make sure that you don’t suffer from the ‘revolving door syndrome?’ __________________________________________ ________________________________________ ________________________________________ ________________________________________

28 in the past 5 years: Cost of making a sales call has doubled. Cost of advertising has tripled. Cost of storing & effectively updating electronic customer databases has gone down considerably. Can you improve your database? If so, how? _________________________________________________ _______________________________________________ _______________________________________________ _______________________________________________

29 It is not enough to have satisfied customers. You want to have ‘raving fans.’ How can you achieve that? _________________________________________________ _______________________________________________ _______________________________________________ _______________________________________________

30 Your Perception?Agree? Important? c/f Competitors? 1 Are we flexible?____________________________________ 2 Do they receive high value?__________________________ 3 Do we take the initiative to solve problems?_____________ 4 Do we keep our commitments?________________________ 5 Do we look after our customers?_______________________ 6 Do we respond fast to their needs?_____________________ 7 Do we solve problems on the spot?_____________________ 8 Do we create a favorable experience with them?__________

31 Your Perception?Agree? Important? c/f Competitors? 9 Do we manage details well?__________________________ 10 Do we recover well from customer problems?___________ 11 Are our Policies & Procedures user friendly?___________ 12 Is our technology appropriate?_______________________ 13 Is it easy for them to comment on our service or product quality?___________________________________ 14 Do they refer others to us?__________________________ 15 Will we be first choice to do business with in the future? __________________________________________________

32 AAchieving CCustomer service EExcellence

33 Top Down Management Management Staff Staff Customers Customers

34 Bottom Up Customer First Customer First Staff First Staff First Management Management

35 Achieving Customer Excellence : 7 Steps 1 Thinking from the Customers point of view 2 Listening constructively to Customers 3 Asking smart questions 4 Focusing on Customers agenda 5 Only promising what you can deliver 6 Involving Customers in the process 7Respecting 7Respecting Customers as VIP’s Which one can we do better and how? ______________________________________________ ______________________________________________

36 Achieving Customer Excellence means we must: 1Really get to know our Customers 2Give them the products & services they need 3Do 3Do it better than anyone else How can we do it better than anyone else? _________________________________________________ ______________________________________________ ______________________________________________

37 Achieving Customer Excellence is a profession in EUROPE a matter of honour in ASIA a way to make a buck in AMERICA …………………………in AUSTRALIA?

38 1Apathy 2Brush - Off 3Coldness 4Condescension 5Robotism 6Rule Book 7Run - Around B y K Albrecht Need to confess any sins? _________________________________________________ _____________________________________________

39 1Increase Number of Customers 2Increase Number of times Customers return 3Increase average ticket size of sale 4Increase effectiveness of each system 5Minimise wastage 6Decrease costs 7 Add customers to your sales force 8Increase product mix How can we most effectively increase profitable sales? _________________________________________________ _____________________________________________ _____________________________________________ _____________________________________________ _____________________________________

40 1Know your customers What business are you in?________________ 2Clarify your service strategy What is unique about our service?__________ 3 Educate everyone What is your competitive edge?____________ 4CANEI How has your service improved this year? __________________________________________ ________________________________________

41 10 Dimensions of Quality Service 1Reliable 2Responsive 3Competent 4Approachable 5 Courteous 6 Credible 7 Integrity 8 Empathy 9 Professional image 10 Genuine [ ‘B… D… Detector’ ] Which one can we improve on? _______________________

42 “Everybody’s saying it… but we’re doing it.” What is your service slogan?___________________ Is there proof in the pudding?__________________ How can you improve? __________________________________________ ________________________________________ ________________________________________

43 You only have the first 30 seconds to make a first & lasting impression on your customer. Are you satisfied with the first impression you make? __________________________________________ If not, how can you improve it? __________________________________________ ________________________________________ ________________________________________

44 10 Commandments of Customer Service A Customer is: 1 the reason we exist in business 2 not an interruption to our work 3 doing us a favor when they call us 4 not a sales statistic 5 a VIP & the lifeblood of our business 6 not someone to argue with 7 someone who wants us to solve their problems 8 someone who deserves 100% service 9 someone who makes it possible to pay you 10 someone who spreads the word! Do you pass ‘The Commandment Test’? ________________

45 If a customer experiences bad service, then they will probably forget all of the good service they have received by your Organisation in the past.

46 How can you best recover & make the most from the the unavoidable customer upsets? _________________________________ _______________________________ _______________________________

47 Why should prospective customers buy your products/services over your competitors? _____________________________________ ___________________________________ ___________________________________

48 Handling Complaints 1Empathetic Listening 2Hear them out 3Acknowledge the problem 4 Don’t justify 5 Ask sincere questions 6 Mutually agreeable course of action 7 Follow up as necessary How well do you handle customer complaints? __________________________________________ ________________________________________

49 Most frequent Complaints A low complaint rate is not proof of Customer satisfaction

50 “Director of First Impressions” Receptionists Elevator Drivers Delivery Van Salespeople Sales Counter People Check out Operators How can the above-mentioned key people make better first impressions? __________________________________________________ ________________________________________________ ________________________________________________ ________________________________________________

51 The service package is the sum total of the goods, services & experiences offered to the customer. How can you improve your service package? ___________________________________________ _________________________________________ _________________________________________ _________________________________________

52 Who are your internal &/or external internal &/or externalcustomers? How can you look after them better? ___________________________________________ _________________________________________ _________________________________________ _________________________________________

53 SStaff first - stand out EExpectations [ exceed them ] RRelationship building VValue added IInitiative CConsistency EExtra mile Which one do you commit to improving? __________ How? _________________________________________

54 Name 3 Organisations that consistently give good customer service 123 How? ____________________________________ ____________________________________ ____________________________________

55 Who has a recent example where you experienced customer service that exceeded your expectations? How did you feel? ______________________ Have you told anyone? __________________ Will you go back? ______________________

56 Customers hate being transferred from pillar to post. Has it happened to you? _________________ How did you feel? ______________________ How can you make your systems more customer friendly? __________________________________________ ________________________________________ ________________________________________ ________________________________________

57 1Establish Rapport [ People who are like each other, like each other ] Match:Physiology Tone of voice Representational systems Breathing Key words How can you establish more effective rapport with key people in your life? _________________________________________________ _______________________________________________

58 2 Ask Smart Questions Talk their language, jargon, interests: “What do you do?” “What do you do?” “What are your interests?” “For what purpose do you want this?” Discover their desired state Discover client’s motivation, decision & reassurance strategies What are examples of smarter questions you can ask? _________________________________________________ _______________________________________________ _______________________________________________

59 3Find a Need Propose a solution to the client’s problem, and then ask, “Do you see any value in this?” [ If there is no need, then STOP. A NO is better than a MAYBE. Find another client ] Most people waste 80% of their time on people who buy nothing. If you spend 80% of your time on people who are going to buy, then they will spend more with you. You want high probability clients. How can you more effectively identify if your potential Customer has a need for your product or service? _________________________________________________ _______________________________________________

60 4Link the Need or Value to your product/service Conditional Close - “Is that fair enough…” “Is that fair enough…” “What would happen if…” Repeat client’s values & key words as you close How can you more effectively link the need or value to your product/service? ___________________________________________________________ _________________________________________________________ _________________________________________________________

61 5Close - Ask for the order! –Assume the sale –Alternative choice question –Sharp angle close If NO go to #3 If YES: Fire reassurance anchor Ask for referrals Remember, someone always buys! What fear will you have to overcome before you are able to master asking for the order? ________________________________________________

62 There are only 4 key Objections: 1“I don’t have enough time.” 2“I don’t have enough money.” 3“It won’t work for me [ it works for everyone else but it won’t work for me] 4 “I am not convinced” How can you best overcome these objections? _________________________________________________ _______________________________________________ _______________________________________________ _______________________________________________

63 MoreMore of LessLess of BeginBegin to do


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