Sales Skills Training

Objective:
At the end of the training Trainees should be able to:

Identify and demonstrate sales techniques in script delivery, finding decision makers, getting pass the gate keeper. Enumerate techniques in building rapport and apply them in role plays. Differentiate the two kinds of probing questions and use them to identify customers need. Differentiate features from benefit/ value from product and use them to identify customers need. Effective Objection Handling. Identify and demonstrate closing techniques. MEET the minimum requirement of 85 % to pass the training.

Topic Outline:
Culture and Geography American Culture Vs. Filipino Culture State Abbreviation Time Zones
QA Parameter (Telemarketing Law)

Deceptive Telemarketing Act Abusive Telemarketing Act QA Parameter and Guidelines

Identifying Customers, Why they Buy and Why they dont

Buy
Basic Behavior Style

Three Personality Types Features and Benefit

4 Basic Principle Why Customer Buy

4 Reasons Why Customer DONT Buy Identifying Decision Makers and Passing the GATEKEEPER Effective Script Delivery Components of Script Delivery Communication Guidelines The Sales Cycle
Probing Skill and Rapport Building

Open-Ended Close-Ended

 How to Effectively Establish Rapport

Objection Handling, Listening and Rebuttal Skills

Reasons Why Customer Dont Buy Process of Handling Objection Categories Of Objection Elements of Handling Objection Tips on overcoming anxiety of selling Effective Listening Skills Closing Techniques
Buying signals

The Sales Pyramid How and when to close a Sale Common Closing Techniques Feature and Benefit/ Values over Product Identifying Customers Need Features and Product VS. Benefit and Values Role Play
Real time Script Delivery and Objection Handling

Role Play Phone Simulation

Day 1.1 Sales Training Skills Introduction

American Culture versus Filipino Culture

AMERICAN VALUES Goodness Belief Help Others Do Good Act with Decency Expression Brave Helpful Compassionate , Cause Oriented Freedom Free to Live Life as an individual Chooses as long as others are not harmed Takes Care of Self

FILIPINO VALUES Hiya Belief Self Propriety Acceptance Walang hiya is a Social sin

Expression Shy Timid Conservative

Freedom

Individualistic Tolerant, Democratic Self Reliance

Get along with others Loyal to group then Self

Conformist Be like others

Equality

Bahala Na Loyal to kin and friends, Sacrifice self interest for others Respectful to Elders, Spiritual, wait for things to happen

Equal Right under Law Equal Chances at Success Equal accountable for action

Impatient Hardworking Perfectionist, Do things right the first time

Repay from those whom you receive favor Things will take care of themselves, Gods Will

Communication Style

Americans Confrontational Acceptable to show Disagreement Blunt- Get straight to the point Precise about fact, time, date, sense of humor

Filipino Non-Confrontational Avoids open Disagreement Polite small talk first Vague, leeways in accuracy of fact Sense of humor though humor is different

STATE ABBREVIATION AND TIME ZONE (Refer to hand outs) Day 1.2 Telemarketing Law and QA Parameters

Deceptive Telemarketing Acts

It is deceptive telemarketing act or practice and a violation of this RULES for any seller or telemarketing to engage in the following: Failure to disclose all information in a clear manner Misrepresenting, directly or by implication, in the sales of goods or services Causing billing information to be submitted for payment without the customer expressing verifiable AUTHORIZATION.

Abusive Telemarketing Act

It is an abusive telemarketing act or practice and a violation of this RULE for any seller or telemarketer to engage in the following conduct:
Threats, Intimidate, or uses profane or obscene language

Causing any telephone to ring, or engaging any person in telephone conversation, repeatedly or continuously with intent to annoy, abuse, or harass any person at the called number. Denying or interfering in any way, directly or indirectly, with the persons right to be placed on any registry of names and/or telephone numbers of persons who do not wish to receive outbound telephone calls. Abandoning any outbound telephone calls. Day 1.3 QA Parameters and Guidelines 3 Steps in Handling Irate Customer 1. Identify emotion through tone, inflection 2. Acknowledge emotion 3. Give an action statement How to Handle Abusive Customer 1. Warn the caller for transfer to higher ups 2. Act (transfer call) 3. Document 4. Inform higher ups for action taken

(Still waiting for QA materials)

Day 1.4 Identifying Customer and Why Customer Buy Basic Behavior Style Expressive- Social, Talkative, Fun Drivers- Aggressive, Competitive Amiable- Quiet, Likeable, Cooperative Analytical- Quiet, Technical, Logical Thinker 3 Personality Types
Visual Sees Picture ( How does it look) Auditory- Hear sound ( How does it sound) Kinesthetic- Instinctively Feel ( How does it Feel)

Features and Benefit

What is a FEATURE? It is a characteristic of a product or service It is describing and object, product or service What is a Benefit? How these features satisfy the customers need It is what you get out of having a feature Example: Microwave- Rotating Platter for a Feature, Benefit Food is cooked equally on all sides Air conditioner- has a timer for a Feature, Benefit saves money and energy. ACTIVITY LETS PRACTICE

4 Basic Principles Why Customers Buy Customer wants to feel special Customer has strong feeling about their time and money, theyve made an investment Customer wants solution Customer wants to deal with people who are like themselves. Day 1.5 Getting Past the Gatekeeper Gatekeepers could be:

How to pass gatekeepers Be polite and courteous Dont sound like a stranger Pronounce their names right Ask the right questions Qualify the decision maker Be confident and relaxed State the purpose of your call clearly Make the gatekeeper your friend Respect your customers time

Receptionists Assistants Secretaries Customer themselves

Be professional

Hi! How are you? I would like to speak with John, is he in? Oh, John isnt around? Perhaps you could help me, is there any other manager who is in charge of the phone bill?And his name is?May I speak with him please?Thank you. Hi! My name is Celine and Im calling on behalf of ABC Co. I would like to speak with John Smith please? You have been a great help! Thanks! Day 1.6 Effective Script Delivery Components of Script Delivery
TONE- Should have the right rising and falling

intonation pattern. Should sound Polite and Courteous. Sound VERY PROFESSIONAL. PACE- Should mirror the pace of the customer. Words should be clear and well enunciated and pronounced VOLUME- Should be loud enough only for your customer to hear. Do not disturb others. NEVE shout at your customer. Energy- Should always sound Enthusiastic. Make every call a pleasant and enjoyable experience for your customer. Let the customer hear the smile in your voice. Communication Guidelines

 Avoid fillers like uhm, ahh, excessive and, ok, alright,

Actually etc Pronounce word correctly and clearly Be conversational Do not use words or phrase that change the meaning of the script.
Exude assertiveness, assumptiveness and confidence

in your delivery.

Day 1.7 Probing Skills and Rapport Building

PROBING IS QUESTIONING WITH A PURPOSE. Two probing techniques:

Open-Ended Probes Closed-Ended Probes

Note: Use probing questions to find a customers need or interest to give you an edge in making a sale OR Use probing questions to establish rapport.

OPEN-ENDED PROBES (questions) cannot be answered with just a yes or no.

Use open-ended when you want to gather information from the customer. Example: How long have you been in the business? What are your strategies for advertising? What have you been doing lately to get more customers to walk into your store? What interests you and your family? What activities do you and your family does for fun? CLOSED-ENDED PROBES require only a yes or no or one-word response. Use Close-Ended probes:

When you want to get the customer in a YES frame of mind. When you want to direct the customer to a purchase decision.

Is getting more and more customers walk into your store a priority for you? Is more savings in your bank account something that you consider every time you take your checkbook out?

8 Key Question Type

Factual

Get info and stimulate people to talk

who, what, where when, why, how Can you explain what happen? Most people prefer this dont you think you Would to?

Explanatory Get specific info or develop statement Leading To plant a seed in the Customers mind

Hypothetical To develop a new idea Alternative possibility Alternative To give a customer a Choice Clarifying Verifying Confirm Info Check conclusion, Data or fact Probing Allow you to gather more Info on a topic

What if

A or B?

Are you saying youd Like to place the order now?

Can you tell me more about the product?

Establishing Rapport

ESTABLISH common ground

FIND common interests SHARE similar experiences

Other ways to build rapport:

Say your customers name. Dont say mam or sir Say How are you doing? sincerely! Be sincere! Have a smile in your voice. Say your customers name. Dont say maam or sir Be sincere! Have a smile in your voice. Show enthusiasm. Listen and respond appropriately! Do not ignore the customer. Be genuinely interested in what they are saying!

Today we were able to:

Learn the geography and culture of the Americans Explain Telemarketing rules and learned the Standard Quality Guidelines Identify types of customer and the reasons why they buy and why they dont buy Learn the difference of the feature and benefit Know when and how to use Probing questions and use them to create need and establish rapport. Identify and demonstrate sales techniques in script delivery, finding decision makers, getting past the gatekeeper. Enumerate techniques in building rapport and applied them in role-plays.

DAY 2.1 Objection Handling, Listening and Rebuttal Skills 4 Reasons Why Customer DONT Buy No Value Possible Solution Value is personal and subjective No Money Costs-to-much Concern are usually no Value concern AGENT must Focus on direct benefit to the customer Educate about product/services benefits No Need Possible Solution A meaningless Concern Must probe to determine why customer does not perceive need Probe to discover real reason and to uncover needs No Trust Possible Solution Does not trust you/ the Company you represent Ask question and determine needs and establish rapport. Educate Customer on who you are and who you represent and what they could benefit from your product and services

 Be a good listener No Help Possible Solution Focus on benefit / matched needs Understand the company and products weakness and strength Learn how to highlight strength Process of Handling Objection Step 1 Acknowledge- Show the customer that you heard and understand the objection. Step 2 Isolate- isolate and analyze the problem. Step 3 Diffuse Objection- Give proper rebuttal for the objection Step 4 Confirm- Verify if you have addressed their concern Step 5 Gain Agreement- customer must agree if you have answered the concern. Tips
Must always sound calm and professional Address the concern Avoid long pauses Return to the point of interruption

Elements of Handling Objection

Transitional Phrases- tie that binds idea together in communicating. Provides unity by helping the

customer to understand the relationship between ideas, and they act as a signposts that help the reader follow the movement of the discussion. Scripted response- planned action SPR- Stimulus Pause Response used in delivering rebuttals RPI Return to the Point of Interruption a term used to go back to the script or contact guide.

Effective Listening Skills

3 Common Techniques

Affirming- They made a good decision Acknowledging- recognizing customers statement to demonstrate that you understand and actively listening

Paraphrasing- says the same thing in a different way.

Kinds of Listening

Active listening- listen as a willing act with open mind Appreciative- Listening for aesthetic Comprehensive- Listen to learn Defensive- listen to discover argument Dichotic- listening to two things at once Emphatic- Listen to understand but not necessarily agreeing Reflective- listen to verify

Selective- Listen to what one want to hear

Closing Techniques
Conductin g Needs Analysis

Closing The Sale

Offering The Product

Handling Objections

Conducting Needs Analysis - Uncover the customers basic needs Transition - Offering products to satisfy the customerss needs Overcome Objections - Respond to the objection and re-state the benefits Closing The Sale - Ask for a buying decision

Conducting Needs Analysis What are the three types of questions we can ask to determine the customers needs? Closed-Ended Open-Ended Direct agreement

Offering The Product (Transition) The first step in offering the product is called the Transition. An effective transition is offering the appropriate product(s) based on clues. Tips for making our transitions well connected: Pace and tone Building rapport State a benefit

Offering The Product (Transition) The next step in offering the product, as well as the scripting, is the Presentation. Informs what our products are, with emphasis on what the products do.

Three necessary elements: Features and benefits Required sales policy information Accurate product details Offering The Product - Features and Benefits What is a feature? Characteristic What it is What is a Benefit? Advantage What the feature does What is a feature benefit statement? Combining both the feature and the benefit Features tell, benefits sell! Handling Objections Why should we welcome objections? Consider an objection not as a no, but as feedback What does No mean? I dont know enough to make a decision Maybe I wasnt really listening I dont understand No

The standard three-step approach to handling objections is: Clarify/Verify Acknowledge Offer Information

Closing The Sale What is closing? Asking Motivating

A terrible thing happens when we do not ask for the sale Nothing! Unknown When do we close? Closing may happen several times in one call Closing script options follow the presentation and the objection

Attributes of a successful close: Belief Urgency Confidence Planning Directness Pausing

Buying Signals Shows interest Starts listening Asking Question Sharing experience How and when to close a Sale CLOSE statement of agreement between a seller and a buyer. CLOSING process practice of bringing an activity or discussion to a conclusion.

When to Close 1. Close whenever you believe its appropriate 2. If a customer wants something prior to your call even before creating needs, close immediately
3. If you think what the customer could purchase might change

based on the need. Why Do People Have Trouble Closing 1. Poor listening skills 2. They were never trained properly 3. Limited needs based on selling skills 4. Lack of self-confidence 5. Fear of failure 6. Fear of customer rejection 7. Inexperience closing sales 8. Poor attitude or cant do 9. Dislike for the customer 10. Dislike for the agent position 11. Trouble communicating over the phone 12. Focus of feature not the benefit 13. Trouble responding to customer question and objection 6 Steps of Sales Process 1. Introduction
2. Rapport

3. Uncover Needs (Probe) 4. Present Features and Benefit 5. Overcoming Objection (Rebuttal) 6. Close sale

4 Common Closing Techniques 1. ASSUMPTIVE CLOSE- assumes that the sale will happen. 2. Direct Close- assist the customer in making a decision by asking a question. 3. Forced choice - leads the customer by giving option and alternative to choose from. 4. Trial close- Ask for an opinion, a closing question that asks for a decision. Three Attitude When Closing a Sale. Confidence- A feeling of assurance or self assurance; a state or quality of being sure to certain. Assumptive- acceptance as real or true without proof; having the sale; assuming the sale. Assertive- unflagging energy.

Understanding Your Goal

1. Understand your goal 2. Understand that goal gives vision of where we want to go 3. Remind yourself of your goal on a daily and hourly basis
4. Know goals require measurement on how much we achieve 5. Appreciate sales manager, peer or team of goals achieve

6. Anticipate that goal achievement maybe more challenging based on the type of customer need and other nuances

7. Look for your sales manager for coaching guidance to help you reach your goal 8. Constantly work toward enhancing your skill Transitional Phrases Thats great Thats a good question Im glad you feel that way Im glad where speaking about this Up selling The act of guiding the customer toward a higherpriced item Cross-selling The act of helping customers recognized additional needs THE PLEDGE Prepare

Review all products/services Know your customers need Know why customers buy products/services Know why customers dont buy product/services To what was said To what was not said To what was meant For buying signal

Listen

Every customer must have their key question answer

WIIFM What In It For Me Am I getting a return on my investment Am I getting my moneys worth What is my money buying Focus on how they can benefit from that product/service Focus on educating them about product/service benefit If you dont ask you wont get If you dont ask youll never know If you dont ask youll never sell If you ask, you may sell

Deliver consistent, customer focused messages

Go ahead and ask for the order

Every contact can impact a sale! TIPS 1. Make sure script is ready 2. Summarize benefit and feature of product 3. Know the benefit of products 4. Know commonly use objection 5. Share experience with others