DAY 2 CONSULTATIVE SALES FOR NON SALES STAFF Alison Sumpter October 2014

REVIEW OF IN BETWEEN WORK….

Active Listening What does this mean? How do you show that you are actively listening?

ACTIVE LISTENING EXERCISE  In pairs  One will speak the other listen  The listener may make only 3 statements during the 5 minutes  The listener must get the speaker to continue speaking about any subject of your choice  After 5 minutes switch roles.

Active Listening  Superficial listening  Shallow listening  Shallow/Medium depth listening  Medium depth listening  Deep listening  Deeper listening  Deepest listening

STEP 3 - PROPOSING SOLUTIONS  Only when you have identified the issues…  And understood them… …should you propose solutions

SOLUTIONS….  Have no inherent value unless they meet an identified need  80% talking about the issue / goal  20% proposing ways forward

PRICE VS VALUE  Price = what it costs  Value = what it’s worth If price is the only difference then cheapest will win Businesses cut costs but seek value Our job is to ensure we explain the VALUE

VALUING APPRENTICESHIPS  An organisation is going to take on a young person as an Apprentice  Work in groups  Consider all the business benefits (time, resource, savings etc) that the Apprentice could bring  List them and attempt to translate these into bottom line benefits (money made, money saved, efficiencies established)

Step 4 - Dealing with buyer resistance Green = Keep Going! Amber = SLOW DOWN – turn it to red or green! Red = Stop! There’s no sale here at the moment!

Exercise Top 3 Objections and what will you do / say?

STEP 4 - DEALING WITH RESISTANCE  Acknowledge  Slow down! Appreciate. Empathize. You don’t have to agree  Understand  The real issue. How THEY would resolve it. What happens either way  Resolve  Facts. Stories. Testimonials. Reframe perceptions

TONE CONTENT BODY LANGUAGE MERCEDES

© The Insights Group Ltd, All rights reserved. For each colour energy, write down some behaviours that you could apply in your own sales approach

© The Insights Group Ltd, All rights reserved. Drawing on your Fiery Red energy in a sales interaction will enable you to … Be honest and direct Present your products and services with confidence and certainty Be proactive in your follow-up Stay focused on the desired outcome Provide a fast response to customer requests

© The Insights Group Ltd, All rights reserved. Drawing on your Sunshine Yellow energy in a sales interaction will enable you to … © The Insights Group Ltd, All rights reserved. Bring energy and enthusiasm to the interaction Go the extra mile for the customer Take a creative approach to solving problems Help the customer to envision future possibilities Be engaging, optimistic and upbeat

© The Insights Group Ltd, All rights reserved. Drawing on your Earth Green energy in a sales interaction will enable you to … © The Insights Group Ltd, All rights reserved. Maintain long term relationships with customers Listen well and take time to establish needs Take a collaborative and partnering approach with the customer Provide personalised support and service Allow the customer time and space to make a decision

© The Insights Group Ltd, All rights reserved. Drawing on your Cool Blue energy in a sales interaction will enable you to … © The Insights Group Ltd, All rights reserved. Ask excellent fact-finding questions Give the customer time to reflect and consider the options Provide accurate data Be thorough and disciplined in your preparation Apply attention to detail

© The Insights Group Ltd, All rights reserved. Overusing the Colour Energies If we rely too heavily on one of the colour energies, we run the risk of turning a strength into a weakness.

YOU MIGHT BE THE PROBLEM! Fiery Red Absence of empathy, too aggressive, not listening, rushing others Earth Green Absence of drive, too ‘nice’, lacking confidence or conviction’ Sunshine Yellow Absence of structure, too enthusiastic, over- promising, failing to follow up Cool Blue Absence of emotions, too formal, too much detail, asking too many questions

STEP 5 – CONFIRMING COMMITMENT What works for each of the colour energies? Working in small groups to decide what language and content will help to close the sale for each of the colour energies?

BE BRIEF, BE BRIGHT, BE GONE!

SO DO YOU THINK THIS SOLUTION WILL WORK FOR YOU OR NOT?

PRESENTING: Be well organised and factual FOLLOW-UP: State options with probability of success GENERAL: Focus on facts not feelings APPROACHING: Be direct and assured Don’t waffle or hesitate QUESTIONING: Watch for impatience Follow his/her pace HANDLING OBJECTIONS: Meet resistance with reflective questions GAINING COMMITMENT: State alternatives clearly ADAPTING STRATEGIES: FIERY RED

INVOLVE ME!

SO, IF A YOUNG PERSON CAME HERE – HOW WOULD THAT WORK FOR YOU?

PRESENTING: Focus on future benefits Tell stories FOLLOW-UP: Be clear and direct Focus on the future QUESTIONING: Not too many details HANDLING OBJECTIONS: Ask questions to allow them to express themselves GAINING COMMITMENT: Offer incentives and special deals GENERAL: Be interested in them APPROACHING: Be sociable, even if it hurts Talk about them ADAPTING STRATEGIES: SUNSHINE YELLOW

SHOW ME YOU CARE!

SO, HOW WOULD A YOUNG PERSON FIT IN WITH YOUR EXISTING TEAM?

QUESTIONING: Show personal interest Ask his/her opinion Listen carefully PRESENTING: Get feedback Quote benefits APPROACHING: Talk more slowly Be more open GENERAL: Slow down Show you really care GAINING COMMITMENT: Show people benefits Ask for commitment in a gentle and friendly way HANDLING OBJECTIONS: Don’t push, check care- fully to reveal concerns ADAPTING STRATEGIES: EARTH GREEN

GIVE ME THE DETAILS!

ARE THERE ANY FURTHER DETAILS YOU NEED BEFORE MAKING A DECISION?

PRESENTING: Support statements with proof Demonstrate your product knowledge HANDLING OBJECTIONS: Ask searching questions to highlight concerns GENERAL: Be prepared! APPROACHING: Slow down, not too direct Be more formal GAINING COMMITMENT: State logical alternatives ADAPTING STRATEGIES: COOL BLUE FOLLOW-UP: Don’t miss details, facts, figures or prices

© The Insights Group Ltd, All rights reserved. Present options then let them make the decision. Demonstrate probabilities of success. Offer incentives and special deals. Be enthusiastic about the future prospects. Don’t push for a quick decision. Allow time for reflection and study. Give personal assurances. Show the personal benefits.

STEP 6 - FOLLOW UP / THROUGH  How do you keep in touch?

STEP 6 - FOLLOW UP / THROUGH  Regular ‘Official’ Contact  Thought of you…  Build in a review session  Appropriateness!  Become a trusted adviser The responsibility for maintaining contact is YOURS

LIFETIME CUSTOMER VALUE  Initial Purchase£10  Up-purchase£15  Cross-purchase£10  Frequencyx 10  Longevityx 5  Referral£!!!

Deliver everything you have committed to. Review their goals and objectives. Make regular catch- up calls. Create time for social interaction. Summarise agreement in writing. Document the actions. Confirm and clarify the key points. Communicate regularly. Be of service. Ask for their feedback.

COMMITMENT CONTRACT START STOP CONTINUE ACTION PLAN WITH SUCCESS MEASURES EVALUATION

The Golden Rule

THANK YOU CONSULTATIVE SALES FOR NON SALES STAFF