Sales Training LG1sdf

Selling Skills Training
Retail Sales Tele Sales Direct Sales
Foreword
LabourNet is a social enterprise that creates sustainable benefits for workers in the informal sector by taking an end to end solution focused on plugging gaps in the ecosystem to the market to address all the challenges faced by the unorganized sector workforce today. LabourNet actively solicit workers and register them onto our central database. The current skill level of the registered worker is assessed, and then industry relevant training and certification are provided to these registered workers to upgrade their skill level. The training is delivered through a unique onsite/ class room model. This course on Sales Training is revised based on the feedback from all the concerned involved in the training with an intention to redesign the contents and clearly define the course delivery to ensure uniform and effective training at all the locations. The focus was also to increase the practical training, reducing the theory to the bare minimum to support the practical work
Course Details
Course Name Course Code Sales Training LN BBCONL1V2ENGST
Learning Objective
Upon successful completion, the Learners will be able to: 1. Communicate effectively with the clients and co-worker. 2. Follow the work ethics. 3. Understand the sales process. 4. Acquire great sales techniques.
LabourNet Services (I) Ltd., Confidential
5. Use sales techniques directly in the market place. 6. Develop essential expertise needed to ensure greater self confidence and success in sales sector.
Course Duration (Excluding Test / Assessment)

No. of Days No. of Hours Per day (hrs) 3 Theory Practical 23 DAYS Total No. Hours Theory Practical 44 25
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ELIGIBILITY CRITERIA
AGE MIN QUALIFICATION EXPERIENCE 18 YRS 7TH CLASS FRESHER
TRAINING CENTRE REQUIREMENTS

1. 2. 3. PHYSICAL REQUIREMENTS Room to accommodate 30 Trainees. Black Board/White Board with writing and erasing materials. Computer and Projector for Power Point presentation. PRACTICAL TRAINING REQUIREMNTS 1. Different Products. 2. Pen and notepad.
TEACHING MATERTIAL:
LABOURNET PROVIDES THE FOLLOWING MATERIAL TO THE CENTRE LEARNERS GUIDE FACULTY GUIDE POWER POINT PRESENTATION ASSESSMENT GUIDE
Contents
MODULE 1: SALES - Introduction ...................................... 5 MODULE 2: Personality Development ................................. 9 MODULE 3: Allied Skills Development .............................. 14 MODULE 4: Sales Overview ........................................... 19 MODULE 5: Effective Sales Technique .............................. 31 MODULE 6: Types of Sales ............................................ 47
Module Detail
Duration (Hr) No . Title Theory Demo/ Practical /Activity 2 1 3 7 12 Assessment Theory 1 2 3 4 5 6 7 Sales Introduction Personality Development Allied Skills Development Sales Overview Effective Sales Technique Types of Sales Final Assessment 3 7 5 6 11 12 Practical 30 mins 30 mins 15 mins 15 mins 30 min 1 3 9.5 6.5 9.25 18.75 24.5 1.5 73 Total
30 mins 30 mins TOTAL
MODULE 1: SALES - Introduction

MODULE 1: SALES - Introduction ...................................... 5
Definition ................................................................................................. 6 Sales as a career ......................................................................................... 6 Skills Required in SALES................................................................................. 6 Growth opportunities in sales 8
DEFINITION
A sale is the act of selling a product or service in return for money or other compensation Salesperson: The primary function of professional sales is to generate and close leads, educate prospects fill the needs and satisfy wants of consumers appropriately, And therefore turn prospective customers into actual ones.
Questioning to understand a customer's goal and requirements relevant to the product and the creation of a valuable solution by communicating the necessary information that encourages a buyer to achieve their goal at an economic cost comprise the functions of the salesperson or of the sales engine (for example, the Internet, a vending machine, etc.). A good salesperson should never mis-sell or overevaluate the customer's requirements.
SALES AS A CAREER
Almost everybody can sell a product if they have the right attitude.
Sales job is extremely exciting. Sales job allows you to meet new people in different places. In this industry, you get to meet and talk to all kinds of people in different levels in society. Lucrative incentives and perks. Apart from the basic salary package that you get, you also get commissions based on the price of the product you sell. Sales job allows flexible schedules. One of the best things about getting into sales is that many times, you dictate your time. Sales job gives you a sense of accomplishment - Closing a sale is not just a matter of promoting something and getting payment. Many sales people really get a feeling of accomplishment after they close a sale because they know that it was they who made the sale happen!
SKILLS REQUIRED IN SALES.

Sales skills are essential because nothing happens until someone sells something! In sales, your income is only limited by your skills and work ethic. List of Skills:LabourNet Services (I) Ltd., Confidential
1. Effective Communication skills Ability to speak clearly and in a manner that is easy to understand. Sales is all about talking to people and getting them to understand what you are trying to communicate. 2. Ability to Listen Along with speaking, a great salesperson knows when to stop talking and listen. They never cut someone off while they are talking, because in doing so they would fail to hear a key element in identifying what that person's needs might be. 3. Asks Questions Salespeople are naturally inquisitive and know that in order to isolate what the real need or desire is in the buyer, they need to ask questions that will lead them to the answer. They naturally ask questions because they have a desire to help solve the problem. 4. Well Organized Sales people have a keen ability to break things down into smaller steps and organize a plan of action. They know how to analyze what their goal is and in what order the steps need to be in order to reach the goal. 6. Self-Starter and Self-Finisher A successful sales person moves forward on his own. They never need anyone to tell them when it is time to
go to work because they know that if they do not work, they will not earn. They are also very persistent to finish what they start. They achieve their goals, even if they are small ones. 8. Well Mannered and Courteous The best sales people are very well mannered. Others may not realize it, but good manners are a way of showing respect to others. People are attracted to those that respect them and mutual respect is fundamental in building lasting relationships with people, including buyers. 9. Naturally Persuasive Another very common inherent skill with great salespeople is that they are very persuasive or know how to get what they want. They focus on what they want and they are persistent to keep chipping away until they get what they want. They almost never give up or give in. 10. Know your Product/Service (Domain Expertise) This is one of the main requisite to sell anything to anybody. A good salesperson knows in and out of a product/service very well. Customers/Buyers are interested to know all the possible solutions that a product can suffice, because you can convince someone to buy something, if you know everything about it.
GROWTH OPPORTUNITIES IN SALES

Area Head Head Store Coordinator Store Manager Asst. Store Manager Senior Sales Executive Sales Executive
Retail Sector:
Sales Trainee
Zonal Head Area Sales Manager Territory Sales Manager Area Sales Executive Senior Sales Executive Sales Executive
Direct Marketing/Sales:
Sales Trainee
Senior Sales Manager
Sales Manager
Sales Team Leader/ Manager Senior Sales Executive Operations/Telemarketing: Sales Executive
MODULE 2: Personality Development

BASIC COMMUNICATION SKILLS........................................................................ 10 A. What is communication? ...................................................................... 10 B. Importance of communication ................................................................ 10 C. The communication process ................................................................... 11 D. Communication Problems ...................................................................... 12 H. Effective verbal and nonverbal communication ......... Error! Bookmark not defined.
BASIC COMMUNICATION SKILLS
A. What is communication?
Communication is exchange of information between people. It can be in the form of oral words written words drawings physical action Communication is essential to express ideas and thoughts to friends, family, coworkers, and customers. Communication also plays a major role in information exchange and decision making. B. Importance of communication Good communication skills are necessary in all walks of life. Lack of effective communication skill has a negative impact on the personal as well as professional life of a person. Hence organizations today prefer to have a work force with excellent communication skills so as to handle customers and competitors smartly. Communication skills are now considered an important aspect in the performance of an employee. A good communicator is able to: Persuade people, influence others, negotiate effectively and provide valuable feedback. Inspire, motivate and encourage organizational staff and employees and can convey their ideas better to their boss. Make interesting conversation and network easier and can speak to groups of people with selfconfidence and credibility. The better the communication skills, the greater success can be achieved.
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C. The communication process Communication is an activity, which has a series of steps. The components involved in the process of communication are:
Wants to say hello to a friend
MESSAGE: Hi, How Are You?
SENDER
CHANNEL: Verbal
(Sender is speaking)
Fine
F E E D B A C K
RECEIVER
RECEIVER, Decode the message and give feedback by saying fine.
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D. Communication Problems In the process of communication, care has to be taken so as to avoid communication barriers that can come up either knowingly or unknowingly. Common communication barriers Assumption Generally senders forget to communicate complete information to the receiver assuming that the receiver would know what has to be done. On the other hand, receiver might assume an entirely different scenario causing a barrier in communication. Use of jargons Some people are in the habit of using jargons (Technical term which are specific to process or organization or operation) in their communication message. But they fail to understand that their jargons may not be clear to the receiver of the message. The receiver might misunderstand them causing a barrier in communication. Incomplete sentences At times, people leave their sentences incomplete, like I wanted to go but.. This leaves the receiver with numerous assumptions and the exact message cannot be conveyed. Psychological barriers The state of mind and mood of the sender and the receiver also affect the message delivery. If a person is in a bad mood, then a positive message can also sound negative. Over communication Senders may also spoil the message delivery by over communication the message, that is, communicating the same message through different channels and
also giving too much information to make a point. This confuses the receiver and the message context may not be clear. Language Differences The difference of language between the sender and receiver can also a cause a major barrier in communication delivery. So they both should make sure that the language used for communication is understandable to both. Or else the entire process of communication ends up in being a failure. Prejudice The receiver might have some prejudices about the sender may be based on cast, culture, status, etc. In such cases the receiver can misunderstand the exact idea of the communicated message Physical barriers One of the major barriers to communication is the physical barrier. Physical barriers are present in the area surrounding the sender and receiver. Physical barriers include a work environment that has a lot of background noise, poor lighting or unstable temperature. These barriers can affect how individuals try to send and receive messages. If there is a lot of background noise than the receiver may not hear what the sender is saying. If the temperature in a work environment is too hot or too cold the sender may not be as focused on the message that they are trying to send. 12
COMMUNICATION BARRIERS
Misinterpreted nonverbal messages

Communication is far more than speech and writing. Many are unaware that they are communicating in many different ways even when they are not speaking. Nonverbal messages, like physical gestures, are an important part of communication but they also are easily misunderstood causing a communication failure.Is the sender's posture open and friendly, or closed and cold? Is the facial expression friendly or accusatory?
NON-Verbal Communication Speaks Loudly

Non-verbal message can be through:
Physical Gesture (Movement) Face expression Body posture Eye Contact Tone of Voice
MODULE 3: Allied Skills Development

Basic Mathematics ...................................................................................... 15 Concept of Discount ................................................................................. 15 The Structure of a business quotation ............................................................... 16 Invoice .................................................................................................... 17 Teamwork ................................................................................................ 18
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Basic Mathematics
Concept of Discount It is usually seen that the retailers cannot sell defective items, old items, etc. at the retailselling price. If these items are sold at lower price, then it is called sale price. The difference between marked price (selling price) and the sale price, is called discount. In other words, a reduction in the price of an article for payment in cash is called discount. Hence, discount is usually given as a percentage of the original price.
Example: A watch priced at Rs.160 is sold for Rs.140. Find percentage discount. Solution: Let Marked Price = Rs.160 Sale Price = Rs.140 Discount = Marked Price Sale Price = 160 140 = Rs.20 Percentage Discount = 20/60 x 100 = 12.5% Example: The marked price of a machine is Rs.600. A discount of 6% is given during a sale. What is the sale price of the washing machine? Solution: Let Marked Price = Rs.600 Discount Rate = 6% Discount = 6% of the marked price = 6/100 x 600 = Rs.36 Sale Price = Marked Price Discount = 600 36 = Rs.564
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The Structure of a business quotation

A business quote is a cost estimate of a business' product or service. It's always written in a formal manner
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Invoice
An invoice or bill is a commercial document issued by a seller to the buyer, indicating the products, quantities, and agreed prices for products or services the seller has provided the
buyer.
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Teamwork
There are few jobs that don't require us to interact with colleagues in a team. For the most part, we need to work closely with others at our workplaces to achieve the organizational goals. But how many of us can really claim to be good teammates? Here are a few ways to help you become a more effective team member.
Make teamwork 'work' for you
Participate Keep the common goal in mind Be open-minded Be clear about your role Help your teammates and your leader Don't be the dominating one Don't forget to have fun!
And always remember the other popular expansion of TEAM: Together Everyone Achieves More
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MODULE 4: Sales Overview

Type of Customers, Types of sales and various approaches to sales .................................................... 22 .................................................................................................................................... The Instant Buddy .................................................................................................................................................... The Guru ......................................................................................................................................... The Consultant .......................................................................................................................................... The Networker ......................................................................................................................................... The Hard Seller Product Sales versus Service Sales ................................................................... 24 Customer Service ....................................................................................... 25 Introduction ........................................................................................... 25 Benefits of effective customer service............................................................ 26 Customer service code of practice ................................................................ 29 Lifetime Value of a Customer ......................................................................... 30 Advantages of CLV: .................................................................................. 30
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TYPE OF CUSTOMERS, CUSTOMERS PERSONALITY & HANDLING SKILLS

Types of Customers& what motivates a customer to buy There are 8 customer types. 1. Price Buyer 5. 2. Wow buyer 6. 3. Trust buyer 7. 4. Convenience buyer 8.
Status buyer Expert buyer Caring buyer Entertainment buyer
Price Buyer:They are almost obsessed with finding the lowest price. For example a person
who can stop at 2 to 3 stores to get the lowest price for milk. Motivate these kinds of buyers by: displaying items which are at discount creating a separate session for merchandise which is on discount offering weekly or monthly promotional items You cant expect loyalty from price buyers; they are loyal only to lowest price! You cant build business with price buyers as your primary customers!
Wow Buyers:
This type of customer is obsessed with latest and hottest items. They are willing to pay a premium for excitement of being the first to have a certain item. Motivate these kinds of buyers by: Featuring the newest merchandise in both displays and advertisements. Building a reputation as place to go for the unusual. Making sure you start selling the newest items before it is carried by the other stores.
Trust Buyers: Rank security as the most important factor in shopping at a business or buying a product. This sense of trust creates loyalty. Trust buyers do business where they feel secure. Tend to favour brand names because they feel brands represent dependability, reliability and familiarity.
Motivate these kinds of buyers by:
Locating your store in good neighborhood. Implementing a generous refund policy, buyers would want to know you stand behind what you sell.
Convenience Buyers:
If you save a little time for convenience buyers you can guy them. The more bigger your merchandise, the more attractive your business is to them. They are timesavers and would not like to visit multiple stores to gather items they need.
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Motivate these kinds of buyers by:
Placing merchandise that goes together in the same area. Having adequate and clear signage. Make it easy for your customers to move around in your store, if customers are not able to find what they are looking for then your store is not convenient
Status Buyers:
Would want you to make him feel important. Think of all the people who would like to have a gold card, a platinum card! Motivate these kinds of buyers by:
Greet such customers when they enter the store. Give them a preferred customer status. Develop a special relationship with them.
Expert Buyer:
Want to do business with people who are authorities in what they sell. Motivate these kinds of buyers by:
Doing what you do better than anyone else. Establishing yourself as source of information by being updated in your field.
Caring Buyer:
Patronize socially responsible organizations. Motivate these kinds of buyers by:
Establishing a program that gives back to the community. Sponsoring charity.
Entertainment Buyer: The newest and fastest growing community of buyers who want
to be entertained when they go shopping. Motivate these kinds of buyers by:
Creating fun shopping experience for buyers can separate you from rest of the retail pack.
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TYPES OF SALES AND VARIOUS APPROACHES TO SALES

There's no one best way to sell. Your personality and background will determine which type of sales technique is most effective for you. Even if you have a methodology that works well, it's a good idea to try a different approach now and then. Trying new methods keeps you out of a rut, and you may be surprised by how well a new strategy works for you. In fact, many salespeople do best by using a combination of approaches. The Instant Buddy People will be more willing to buy from someone they like. Salespeople who use this approach are warm and friendly, asking questions and showing interest in their prospects. They try to connect on an emotional level with a prospective customer. This approach can be very effective, but only in the right hands. Don't try to make friends with a prospect unless you really mean it people can tell if you're faking it, and they'll be very unhappy with you. You'll also need to do some follow-through to demonstrate that you really do like the prospect. For example, if you chat about the prospect's eleven-month old baby during your appointment, you should follow up by sending a card and/or small gift on the child's first birthday. The Guru Salespeople who prefer a more logical and less emotional approach often set themselves the task of becoming experts in anything and everything related to their industry. They position themselves as problem-solvers, able to answer any question and tackle any issue that the prospect lays before them. The guru approach requires plenty of work learning the relevant information and keeping up with changes in your industry. But if you're willing to put in the time it takes, you can do very well both in selling to your prospects and generating plenty of referrals. Once customers realize what a great resource you are, they're quite likely to send friends and co-workers with questions straight to you. The Consultant This approach combines the 'guru' and 'buddy' approaches. The salesperson who elects to use the consultant approach presents herself as an expert who has the customer's best interests in mind. She knows all about her company's products and by asking a prospect a few questions, she can match him up with the best product for his needs.
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As an approach that combines the best qualities of the of the first two methods, it's extremely effective. But it also requires a great deal of time and effort on a salesperson's part. You must be both knowledgeable and able to make an emotional connection with your prospects. If you can manage both of these feats, your sales will take off like a rocket. The Networker Networking can be a big help for any salesperson. The dedicated networker takes it to the next level, setting up and maintaining a web of friends, co-workers, salespeople from other companies, customers and former customers, and anyone else he meets. A strong enough network will create an ongoing flow of warm leads that can provide most or even all of the salesperson's needs. With this approach, you'll spend a great deal of time cultivating people. It's a highly effective technique for salespeople who enjoy attending various events, parties, and so on and meeting new people. Just remember that you'll need to reciprocate by doing favors and sending leads back to the people who've helped you in their turn. The Hard Seller Best described as scare the prospect into buying, the hard sell approach is what gives salespeople their bad reputation. Hard selling involves getting someone to buy a product even though he doesn't want or need it. Methods range from bullying (Buy this now or you'll feel stupid tomorrow) to manipulation (If you don't buy from me I'll lose my job) to outright deception (This product has a much better safety record than the competition). No ethical salesperson should use a hard sell approach. Sadly, there are still salespeople who use this type of sales strategy, even though the result is customer who will never buy again and, sooner or later, a bad reputation for the company as a whole. Stick with one or more of the first four approaches they are all both effective and ethical.
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PRODUCT SALES VERSUS SERVICE SALES

Product Sales Sale of products and commodities Products are tangible they can be seen and touched, therefore easy to price Quantity-focused the approach is to close frequently and success is measured in total numbers Speed first fast, frequent closing is their approach, 1-call closes are their ideal Off-the-shelf typically they prefer to sell a pre-designed solution Discount their drop-close is to discount Service Sales Sale of services and concepts Services are intangible They are experienced, therefore pricing is subjective Quality-focused the approach is to find the best fit solution and success is measured by customer retention Thoroughness first details are the key to closing here as they have to qualify need in depth Custom most sales involve crafting a solution from existing pieces, but few are truly off-theshelf Include their drop-close is to add pieces to the solution for same price
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CUSTOMER SERVICE
Introduction What? Why? How? What not? For customers the quality of customer service determines whether to buy, and particularly whether to remain a customer. Think for a moment how you yourself behave as a customer. You can perhaps think of an occasion when poor customer service or an unhappy exchange with a call-centre has driven you to leave a supplier, even if the quality and value of the product or service itself is broadly satisfactory. The significance of customer service eludes many senior executives, let alone the methods of establishing and managing customer service standards and quality. Our own experiences as customers demonstrate all the time that many large organizations fail particularly to empower customer-facing and call-centrestaff, and also fail to design policies and systems to empower customer-facing staff and enable effective customer service. Often these are defensive strategies because staff are not trusted, and because competition is feared, or because simply the policy-makers and systems-designers are too far removed from customers and their customer service expectations. Pricing strategy also plays a part on customer service - especially strategies which effectively discriminate against existing customers in favour of new customers, which in certain situations borders on the unethical, never mind being stupid in a customer service context. This is strange since by any reasonable measure or criteria - in any market or industry - it costs far more to gain new customers than to retain existing customers. Neglecting, constraining or failing to optimise customer services capabilities is waste of great opportunities.
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Instead many organizations and their leaders are habitually fixated on sales, marketing, advertising and promotion - desperately striving to attract new customers - while paying scant regard to the many customers that are leaving, just for the want of some simple effective customer service and care. We see this particularly in highly competitive and profitable sectors such as communications and financial services, where new customers are commonly extended better terms and attention than existing customers. No wonder customer turnover ('churn') in these industries can reach levels exceeding 25%. Leaders and spokespeople will blame the competitive market, and the fickleness of customers, but ultimately when a customer leaves a supplier it's because they are unhappy about the service they are receiving - otherwise why leave? Benefits of effective customer service The central aim of effective customer service and call-centres is retaining customers, but when an organization gets this right the acquisition of new customers - and so many other things automatically becomes much easier too. Retaining customers - enabled by excellent customer service - produces many positive benefits for the organization aside from the obvious revenue and profit results: Retaining customers through effective customer service enables easier growth, indirectly and directly, for example by sustaining healthier volumes and margins, and by business expansion from word-of-mouth referrals. A high level of customer retention via effective customer service also improves staff morale and motivation. No-one enjoys working for an organization that feels like a sinking ship, or where stressful arguments or pressures prevail. When customers are happy, all the staff are happier too - and more productive. Improved staff morale and motivation resulting from reducing customer attrition also positively benefits staff retention and turnover, recruitment quality and costs, stress, grievance, discipline and counseling pressures. Reduced customer attrition and upset naturally reduces litigation and legal problems, from customers or fair trading laws. Retaining customers also enables the whole organization - especially middle-managers to focus more on proactive opportunities (growth, innovation, development, etc) rather than reactive fire-fighting, crisis management, failure analysis, and the negative high pressures to win replacement business. Having a culture of delighting and retaining customers fuels positive publicity and reputation in the media, and increasingly on the web in blogs and forums, etc. The converse applies of course, when nowadays just one disgruntled customer and a reasonable network of web friends can easily cause a significant public relations headache.
For these and other reasons the cost difference and relative impacts on organizations between gaining and retaining customers can be staggering. A useful analogy is that only a fool tries to fill a bucket of water when the bucket has lots of holes.Better to fix the holes and stop the
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leaks before you try to fill the bucket.Especially consider the actual cost of retaining customers when all that many customers require is not to be upset. While the trend is apparently for more people to complain (mobile phones and the internet make it easier to do so, and people are less tolerant than they used to be) this does not necessarily mean that customers are more likely to migrate to competitors. In fact these days the time pressures and the 'hassle factor' combine to create huge inertia in people's decision-making, which means although they might complain more, they have less inclination to actually change suppliers because of the time and inconvenience of doing so. There are arguably some exceptions in fast-changing sectors, but largely inertia tends to make it more likely for customers to stay than go. People behave like organizations, when the true costs of change in time and hassle are recognised often to be greater than the savings that the change will achieve. Consequently most people prefer not to change suppliers - they have better things to do with their time - which mean that retaining customers should actually be easy - if only organizations would attend to the basic customer service principles and keep customers happy. In short, customers largely don't usually leave unless they are upset enough to do so. Contrast the cost of achieving happy customers - virtually zero aside from normal customer service and operating overheads required to run a business - with the costs of marketing, advertising, selling, sales training, sales management, credit-control and account set-up, that necessarily arise in the acquisition of new customers. Consider also that the main factor in keeping a customer - even if the situation appears irretrievable - often comes down to a simple apology or update - just by keeping someone informed and avoiding upset - and compare this with the huge costs of acquiring a new customer. It is then easy to see that the costs of gaining a customer can be five, ten, a hundred or a thousand times greater than retaining a customer. And yet from the customers' view many organizations seem unaware or dismissive of the need to prioritize great customer service above many other perhaps more exciting or fashionable initiatives - typically related to sales, marketing, advertising, technology, the web, etc. These high-profile customer acquisition activities, plus systems, policies, procedures, training, etc., all play a major role in running a high-quality organization, but the glue which holds it all together for the customer - and often the only thing that really matters to the customer, is the quality of customer service that the customer feels and experiences.
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Within customer service there are many elements which must be organised to make effective customer service happen properly - pricing strategy is important of course - but the crucial constant factor is the human element - how people are treated and communicated with because simply, customers are people, and people tend to behave like people and respond to people - they do not behave like computers, and they do not respond like machines. Policies, systems, technology all enable customer service, but none of these actually determines effective customer service. Only people - your employees - can do this, particularly when serious problems arise which by their nature must be escalated to a 'real person'. People - also (if encouraged and enabled) perform another critical customer service function that of giving feedback and suggestions to improve customer service systems, policies, processes, technology, etc. Often policies and technology are dreamt up by managers or consultants working away from the actual day-to-day customer-facing activity. Feedback and recommendations from customer service staff - and customers too - are vital in refining and improving the systems and policies within which the function is operating. So again, people your employees - are the most crucial in shaping effective customer services capabilities. Ignorance and avoidance of these factors is a problem, but also a big opportunity. Where customer service is neglected and ignored the function is powerful lever waiting to be pulled.Improving customer service - especially empowering and listening to customer service staff - offers many organizations a bigger return on investment than any other initiative.Customer service is generally the critical factor in determining whether a customer buys and is retained, which is ultimately what the organization exists to do - to serve and retain customers. The Code of Practice is summarized and reviewed below.
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Customer service code of practice As a Code of Practice, this standard is one of guidance and recommendation - it is not a formal or mandatory specification and should not be offered, implemented or quoted as such. The main benefits of improving customer satisfaction via effective customer service as being (the '3Rs'): retention related sales referrals
The most important elements of service delivery according to customers: timeliness appearance courtesy quality and efficiency ease of doing business problem-solving
These are interpreted into an alternative set of '3Rs' for effective non-commercial, public sector customer services and service delivery: responsive reliable respectful
These Customer Service Principles are outlined and regarded as essential: Commitment (at all levels) Credibility (keep promises) Culture (customer service ethos) Competencies (of staff - in recruitment, training and assessment) Responsibility (clear and supported with suitable authority - with at least one person responsible for customer problems) Resources (adequate for effectiveness) Identification and management of all customer service issues Quality (of customer service - relevant input and review) Feedback (enabled for customers and employees) Continual improvement (to meet or exceed customer expectations) Internal customers (establish concept and communications)
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LIFETIME VALUE OF A CUSTOMER

CLV is a measure of the worth of a customer to the firm. Calculation of CLV for all the customers helps the firms to rank order the customers on the basis of their contribution to the firms profits. In other words, CLV helps the firm to treat each customer differently based on their contribution rather than treating all the customers same.
Advantages of CLV:
Management of customer relationship as an asset Encourages marketers to focus on the long-term value of customers instead of investing resources in acquiring "cheap" customers with low total revenue value Optimal allocation of limited resources for ongoing marketing activities in order to achieve a maximum return A good basis for selecting customers and for decision making regarding customer specific communication plans Measurement of customer loyalty (proportion of purchase, probability of purchase and repurchase, purchase frequency and sequence etc.)
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MODULE 5: Effective Sales Technique

Identifying Needs ....................................................................................... 32 ............................................................................................................... Need assessment categories Solutions approach to sales............................................................................ 33 ............................................................................................................ What is solutions-based selling? ...................................................................................................................... How do you sell solutions? Building Customer Relationships ...................................................................... 34 Sales Steps & the Sales Funnel ........................................................................ 35 Demonstrating a product .............................................................................. 37 Handling Customer Objections ........................................................................ 39 Introduction: .......................................................................................... 39 Different objections and the ways to handle them: ............................................ 39 Follow-Ups ............................................................................................... 42 After-sales follow up................................................................................. 42 Follow up with good customer service ............................................................ 42 Generate repeat sales ............................................................................... 42 Sales Closing Techniques............................................................................... 44 Different Closing Sales Techniques ................................................................ 44 1-2-3 close............................................................................................. 44 Affordable Close ..................................................................................... 44 Alternative Close..................................................................................... 44 Ask-the-Manager Close .............................................................................. 45 Best-time Close....................................................................................... 45 Yes-set Close .......................................................................................... 46 Compliment Close .................................................................................... 46
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IDENTIFYING NEEDS
In this stage the salesperson takes a qualified prospect through a series of question and answer sessions in order to identify the requirements of the prospect. During this step, the salesperson will attempt to help the buyer identify and quantify a business need or a "gap" between where the client is today and where they would like to be in the future. Based on that gap, the needs can be clarified to determine if the solution will fill all, or part of the overall gap.From this procedure the salesperson is able to come up with a proposal suggesting various products/services that will suffice the need as presented by the prospect.
Need assessment categories The series of questions of need identification (or need assessment) are categorized in five different categories. These questions being: Situational questionsQuestions which arise based on the situation to gather information on customers need. An example of this would be: Do you prefer to have veg or non-veg food at the marriage reception? Problem discovery questionsQuestions to help the sales person understand problems faced by the customer with the product or service. Ex: Have you recently found any problems with our product or our service staff? Problem impact questions - the idea behind these questions is for the customer to become aware of the underlying consequences (cost and time) that could occur if such problems went unsolved. Ex: How long did you have to wait till our service staff arrived? Solution value questions - The salespersons objective is to inform their customer about what they could gain if presented with the right solution to the problem. Ex: Will it be ok if we serve veg food and non-veg food separately? Confirmatory questions- What typically happens during these questions is establishing that the buyer is interested about the salespersons products/services and would like to continue to hear more about them. Ex: Would you like a north Indian cuisine in the veg menu?
Please keep in mind that a salesperson asks these questions in the order presented above. It is important that the salesperson knows their customers well for they could identify the inefficiencies and opportunities of the situation which can lead to important resources (skills, ideas, and linkages to other resources) (Dwyer).
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SOLUTIONS APPROACH TO SALES

What is solutions-based selling? Solutions based selling is the approach of identifying the customers problems and coming up with a solution rather than selling the customer products with irrelevant features and benefits of a product or service. Ex: The customers problem of pest control can be solved better by understanding what kind of pests he wants to control instead of directly selling him a cockroach killer.
How do you sell solutions? Uncover a problem, and then present the solution to that problem, with these simple steps: Examine the benefits of your product or service. Figure out why those benefits are indeed benefits Identify the problem at the core of the benefit Educate the customer about the problem Offer the solution to that problem.
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BUILDING CUSTOMER RELATIONSHIPS

Your customers are the most important part of your business. By building good relationships with your customers you are more likely to encourage them to keep coming back. They will also recommend your business to their friends. Listening to your customers is vital. When you hear that a customer is unhappy, you have a chance to fix problem areas within your business. It is a fact that not all of your customers will tell you they have a complaint. Those that do, provide an opportunity to improve your business and keep them as customers! Steps in building customer relationships: a) First impressions do last! To leave a good lasting impression, make sure: That service areas, staff and contact numbers are easy for customers to find and access Your staff and service areas are clean and presentable b) Customer orders When customers apply for goods and services that are not immediately available, or are to be used in the future, they are placing an order with you. Always make the ordering process as easy as possible for them by: Being clear about how and where to order Providing a range of options for customers to place an order - telephone, face-to-face, in writing, electronically, via the website Being clear about what to expect and when Keeping customers informed of any progress Telling customers when orders are completed. c) Confirming customer orders When confirming the order remember: If a customer is ordering via the telephone, repeat order details back to them to ensure they are correct. Provide written confirmation of the order immediately if face-to-face, or within 2 days if electronically or by phone and include: 1. your reference number 2. reference to any customer/order/job number 3. name of the customer who placed the order description of what has been ordered 4. full details of all costs 5. information about delivery or installation (dates and any customer requirements) 6. a business contact number for customer queries 7. Any legal requirements regarding the order. d) How delivery affects business? Ensuring promised goods are supplied to customers, within a reasonable time, is essential. Not only is it a prosecutable offence for a business to accept any payment for goods or services it doesnt intend to supply, or supply as promised, it is also poor business practice. Make sure you: have sufficient stock to meet your orders Take into account possible distribution or manufacturing delays before committing to a delivery date and accepting payment. IMPORTANT - Advise customers of any delays with the delivery of goods and services and confirm when the order has been completed. LabourNet Services (I) Ltd., Confidential
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SALES STEPS & THESALES FUNNEL FOLLOWED IN DOOR TO DOOR AND CHANNEL SALES
The seven steps of the sale:
1. Planning and preparation (the seven steps of the sale - 1): Plan you day, schedules, meetings and appointments with the customers. Prepare thoroughly about product/service information, your company information and for and queries that the customer may come up with. Know your customers and market well. Groom yourself properly before you set out for meetings, appointments or the market. 2. Introduction/opening (the seven steps of the sale - 2) Introduce yourself to your customer in a friendly yet professional manner. Use a genuine opening instead of a scripted one. Be as courteous as possible.
3. Questioning (the seven steps of the sale - 3) Ask the customer relevant questions about his/her requirement. Never ask personal questions to the customer. Use effective questioning methods described in the previous chapters. 4. Presentation (the seven steps of the sale - 4) Be very specific in your presentations or demonstrations and ensure that your presentation addresses most of the customers need. 5. Overcoming objections/negotiating (the seven steps of the sale - 5) Handle customers objections with a positive attitude without being aggressive and pushy. Always keep the customers concern in mind. Detailed techniques and methods of ove rcoming objections are described in the coming chapters. 6. Close/closing/agreement (the seven steps of the sale - 6) Ensure that you work towards closing the sales without spending more time than required on negotiation, handling objections, arguments or other discussions. There has to be a clear description of all terms and conditions of the sale at the time of closure. 7. Follow-up/fulfillment/delivery/admin (the seven steps of the sale - 7) After the closure, ensure that the cycle of delivery, billing and payment is completed through regular follow ups with the customer. Take the feedback of the customer on products and services. Keep constant touch of customer for after sales services and referrals.
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THE SALES FUNNEL:
The sales funnel is described with the below example and steps: Planning to go for a movie with friends So you needed to get the friends attention Build their Interest about the MOVIE Speak with Conviction so they knew you really wanted to go BELIEF Create a Desire to want to do the same Close understand they are interested and get their buy in
Similarly: So you needed to get the Customers attention PERSONALITY APPEARANCE INTRODUCTION Build their Interest about the offer INTRODUCTION AND PITCH Speak with Conviction so they knew you really are going to deliver what you say and can be trusted BELIEF Create a Desire for the PRODUCT you PITCH to want to own the same Close Be aware of body Language and understand they are interested and get their buy in
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DEMONSTRATING A PRODUCT
Product demonstration is the process to explain the features, components and the operation method of any product to be sold in the market. Demonstrating a product is a very important element in product sales. Products are demonstrated at product launches, sales camps, retail outlets, door to door sales and other places. Below are a simple set of rules to be followed during a product demonstration: Rule #1. Simplify your demo. Customers will not think your product is wonderful simply because it has lots of features. Quite the contrary. Feature-rich demos generally leave the impression that a product is overly complex. Simplify your demo so that it highlights a small handful of features, all of which are of high value to the customer. Rule #2. Customize your content. Remember: you're not demonstrating how the product works, but rather how the product will help the customer. Every feature you demonstrate must be tied directly to a customer problem or opportunity. Ideally, your demonstration should create a customized story line that allows the customer to see how things will work better when the customer has purchased Rule #3. Script your commentary. The "talking" part of your demo must accommodate the rhythm of the product. If it takes ten seconds to execute a feature, you must fill that time with appropriate patter, lest those ten seconds seem like an eternity, and make your product seem pokey. Ideally, your demonstration should be seamless, without long pauses and dead spots. The only way to accomplish this is to script it out. Rule #4. Rehearse your demo You'd be surprised how many sales reps think that they can wing it without rehearsal. The result is almost always a disaster. Rehearse the entire demonstration beforehand at least five times. Also, if possible, do a dry run (or two) in the actual location where you'll be giving the demo. If you do this, you'll triple effectiveness of your demo. Rule #5. Test your demo Never assume that the equipment that's available at a customer site or conference facility will work. As far as practical, bring EVERYTHING that you need to do your demo. For example, if you're demonstrating software, if possible use your own laptop, your own projector, your own pointing device, etc. When you do your dry run (see above), you may elect to use equipment that's already present, but remember that using ANY unfamiliar equipment entails more risk. Rule #6. Prepare your mind Feeling nervous prior to giving a demo is entirely normal. To help control nervousness and ensure a smooth performance, take a few moments in private and practice a relaxing exercise before your appearance. Try rolling your neck, swinging your arms and stretching. Take a deep breath, hold it for 3 to 5 seconds, and then slowly exhale. Get yourself centered and flexible. LabourNet Services (I) Ltd., Confidential
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Selling Skills Training Rule #7. Have a backup plan Have a backup slide presentation (or something else) in case the demo runs into problems. While you can't pass off a presentation as a demo, having something to say at least keeps the conversation going. If you're lucky, you'll be able to reschedule the demo for some future time, after you've worked out the kinks. Rule #8. Remain flexible The customer may very well want to take control of the demo. By all means, go along with the customer's suggestions, as far as you're able.
The last thing you want is to annoy the customer by sticking to the script, when you've got the customer involved in actually using your product!
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HANDLING CUSTOMER OBJECTIONS

Introduction: Objection handling is an essential skill of any successful sales person.Objections are statements by the customer which express resistance to buying: criticism of the product, the offer, doubts about the salespersons arguments; denial of a need; refusal to talk. Different objections and the ways to handle them: Why objection? Objection = Fear Now, lets be clear an objection to buying is really fear. Fear that theyll have wasted their money on a product that doesnt work, fear that their family will think theyre crazy for paying so much, fear that your service wont help them, fear that they wont know how to use your product, fear that you wont give them their money back if theyre not satisfied. Six common customer objections: 1) Cost 2) Time 3) Care
4) Ease of use 5) Support 6) Satisfaction
Cost is one of the main barriers people have to buying something. Solutions: Offer a payment plan Show the value of your merchandise by comparing it to a competitive product or service Get the customer involved in determining the benefits they most desire. Establish the value of those benefits Create a package offer that gives your customer more value for their rupee. Step to another product that better suits the customers needs. Making Price Concessions: If you feel a price concession is absolutely necessary, before maki ng the request for it, you should Verify the competitors price. Know what services are included in the price. Know your cost on the product. Know your Retail on the product. Know your Margin on the product. Know what alternatives to suggest.
Time Objection Sometimes people are interested in buying but feel they wont have enough time to use it, build it, install it, make it work, get the most out of it, whatever.
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Selling Skills Training Solutions: Give a time line so that people know how long it will take to get a result. Describe the time investment needed to install, setup and use your product Compare and contrast it to other products Care Objections: After people make a purchase there is still sometimes a nagging feeling that the item might be too much work in the long run because of care, maintenance, cleaning, repair, upkeep, upgrades, etc. Solutions: Include specific instructions for caring for it or maintaining it over time Offer to do maintenance or upgrades for free or a reasonable fee Show them that by properly maintaining the item, they will save time, money or both in the long run Ease of Use objections: If customers feel that the product is too complicated to use they will not buy. Solutions: Create a video that demonstrates how easy your product or service is to use State what previous knowledge or experience is helpful or needed Provide additional assistance if someone is having trouble Support Objections: Customers object if they feel that they will not receive any support from your end after they have made the purchase Solutions: Offer on-going support to your customers Provide a follow up call Set up a hotline or email to contact you with problems or questions Satisfaction Objection: Product will not meet my expectations it will not solve my problems it is not be what I am hoping for. Solutions: Include a money back guarantee. State a clear & simple return policy. Provide a trial offer. Offer one-on-one help if a customer is feeling unsatisfied
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Selling Skills Training Other important aspects of handling customer objections: 1) Avoid exaggerations: If you talk enthusiastically about the merits of your product, you will be convincing. If you exaggerate, you will elicit disagreement from the customer and provoke additional objections. 2) Avoid the Word Objection: It sounds irrevocable, like protest or rejection. When the customer makes an objection, talk about his idea, opinion or suggestion. Each of these terms is suitable for negotiations. 3) Show Understanding: Pay attention to the customers ideas and suggestions. People often only express an opinion because they want to prove their importance. They dont actually insist that what they say is gospel. 4) Do Not Let the Customer Lose Face: Striking proof which makes the customers objection look stupid or ill-considered is out of place. It is better to help the customer refute the objection himself. 5) Pay Attention to Visual Objections from the Customer: Watch for: Shaking head Raising eyebrows Dismissive hand gestures Deep intakes of breath. Dont wait for the objection to be expressed verbally. 6) Dont Always Take Objections at Face Value: Sometimes the real reasons for refusal are embarrassing for the customer (for example high price, in affordability etc.) and he searches for excuses. Clarify all objections before you reply in such cases. For example: Do you know of any better-priced models? Do you think the product is too expensive?
7) Ask one question after the other, regardless of how the customer replies until the customer suddenly changes his posture, expression and tone of voice.
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FOLLOW-UPS
After-sales follow up Following up your sales demonstrates your commitment to customer service builds your customers' loyalty and helps generate repeat sales. Follow up steps include: Contacting customers after purchase to ensure they are happy Providing repairs, refunds and warranties Creating opportunities for customer follow-up such as sales alerts.
The following techniques will help build an ongoing sales relationship with your customers and encourage them to refer your business to others. Follow up with good customer service Customers remember businesses that provide good customer service. The simple step of following up a sale to ask what your customer thinks of your product will make them feel valued. They are also more likely to tell others about your business. Good customer service steps include: Letting your customers know that the goods have arrived Following up to ensure goods have been received providing updates on delivery or service arrangements Checking up on a new installation Referring customers to your online services. Build customer loyalty
Most consumers appreciate personalized care and attention. Remembering your customer's name, or a previous interaction with them, helps your customer feel they 'belong' to your business. Remember your customers and pay attention to their needs and interests. For example, refer back to your customer's last purchase or interaction and ask them a question about it. Using these loyalty strategies to strengthen your customer's devotion to your business: Offer rewards for new customer referrals. Start a loyalty club and offer discounts to members. Send birthday cards and seasonal greetings offering gift promotions (consider religious sensitivities). Invite your customer to open an online or in-store account with your business. Invite your customers to keep in touch through social media channels. Offer incentives for product recommendations or new customer referrals if they are satisfied with your product.
Generate repeat sales Use every opportunity to tell your customers about sales, promotions and services you provide. Help your customer feel that they benefit by receiving preferential treatment and inside information from you. You can generate repeat sales by: Telling your customer about specials or promotions you are running Selling gift cards and arranging gift orders LabourNet Services (I) Ltd., Confidential
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Sending periodical updates to advertise sales, offers and promotions Offering product demonstrations that may be of interest to your customer Drawing customers' attention to related products that provide them with different or additional benefits.
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SALES CLOSING TECHNIQUES

Different Closing Sales Techniques 1) 1-2-3 close Technique Summarize in sets of three items. We will give you this, that and the other. This may be features of the product, benefits or add-on sweetener items. There are two ways to do this: they may either be closely related (to reinforce a single point) or may be quite separate (to gain greater coverage). Examples: This car is cheaper, more powerful and more reliable than any other car in this class. This car is better-looking, better-built and better-equipped than those on the other car. If you buy today, we will give you insurance, tax and a full tank of fuel. How it works The 1-2-3 Close works through the principle of triples, a curious pattern where three things given together act as a coherent set of three hammer-blows that give a compelling message. 2) Affordable Close Technique Close out any objections they have about price by making sure they can afford it. Find how much they can afford. Then show that you have a finance plan that fits their capability to pay. Bring in other factors to reframe the real price, such as lifetime costs. Show the price of not buying - for example the cost of continued ownership of the current car. Strip down what is being sold to the bare minimum. Remove all the options (and maybe sell them as separate items). Sell them something else they can afford. Last option: bring your price down to what they are prepared to pay. And always remember the caveat: do not close people into debt they will not be able to repay. Examples How much per month can you afford...yes, we can make a deal for that... The initial costs seems high, but by the end of the year you will have recouped the costs. The basic model will fit into your price range. The maintenance costs on this are very low. The cost per page of this printer is the lowest in class. If we can bring the price down to what you say, will you buy today? How it works The Affordable Close works by structuring the finance of the deal to fit into the other person's ability to pay. 'I can't afford it' is often more of an excuse than a real objection. If they really do not want to buy, you will find that they will immediately jump onto another objection. 3) Alternative Close Technique The alternative close works by offering more than one clearly defined alternative to the customer. LabourNet Services (I) Ltd., Confidential
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The number of alternative should be very few - two or three is often quite adequate. If you offer too many alternatives, the customer will then be faced with a more complex problem of how they choose between the many alternatives offered. Note that this technique works well in many different situations where you are seeking agreement, and not just selling products. An extra technique that can be effective is to add a slight nod when offering the preferred choice. This can be accompanied by subtle verbal emphasis on the words.
Examples Would you prefer the red one or the yellow one? Would you like one packet or two? Which of these three instruments seems best for you? Shall we meet next week or the week after? How it works The Alternative Close is a variant on the broader-based assumptive close and works primarily through the assumption principle, where you act as if the customer has already decided to buy, and the only question left is which of a limited number of options they should choose. 4) Ask-the-Manager Close Technique Tell the customer that you only have limited authority to give discounts and that you will have to ask your manager to give more. You can at this point ask if the customer wants you to do this. Then go to speak with the manager. Come back and say you have managed to persuade the manager to give an extra discount. Example I'm sorry that's all the discount I'm allowed to give. But we're a bit below target and I'm sure if I ask my manager she might shave a little more off for you. Is that ok? (Goes to rear of store where animated conversation with much hand-waving can be seen. Then returns). Well, she took some persuading but I said we are nearly there so she agreed to an additional discount of one point seven five percent... How it works The basic principle here is that in approaching their manager, the sales person is setting up an exchange: they have put themself out for you, so you are now obliged to do something for them - like buy the product. This is amplified as the manager can be a fear-inspiring figure of authority, thus making the salesperson a courageous warrior, fighting on behalf of the customer. Having to ask the manager also puts a break in discounting and some people will pay the given price rather than add the hassle of the manager's intervention. 5) Best-time Close Technique When people are procrastinating or will 'be back', emphasizeon how now is the best time to buy. All sales people know that 'there are no be backs'. Invoke seasonal effects, such a summer, Christmas and other holidays. Remind them of other short-term reasons, including sales, and so on. Find out other personal reasons why it is good to buy now, such as their partner's birthday, etc. Examples We only bring these into stock for the Christmas season. LabourNet Services (I) Ltd., Confidential
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The forecast for next week is for sun. We have limited stocks of sun lotion. The best time to buy is now, whilst... There is no 'best time to buy' which makes now the best time.
How it works The Best-time Close works by emphasizing how now is the best time to buy and how delaying is not the best thing to do. 6) Yes-set Close Technique Ask them several questions where the answer is easy to answer and is 'yes'. Then tag on the question at the end for which you really want the answer 'yes'. The minimum set is usually three questions. You also do not want to over-do this, so either space out the questions or limit the number (although one research showed that eight yeses were needed overall before closure). Encourage them to say yes by nodding your head gently as you talk with them. Examples Do you like coming to shop here? Is it easy to find us? Did this product catch your eye? Are you ready to buy it now? Will you want to take delivery next week? How it works The Yes-set Close works by setting up a repetitive pattern of 'yes' answers that gets the other person into a habitual response. When the pattern is established and they are automatically answering 'yes', then the question that you really want 'yes' to is slipped in. Many people also do not particularly like to answer 'no' as they believe that it is impolite. 7) Compliment Close Technique Be nice to them. Be amazed and impressed by them. Cast them as the expert so they sell to themselves. Tell them how others will be impressed by them. Then ask for the sale. Also compliment them on previous decisions. If you are selling cars, admire the car they already have, although you can also appreciate their need for a new one. Examples Wow. You really know your stuff. Would you like to buy this now? Well, as you are the expert, you will understand how good this is. That dress looks really good on you. Your friends will be impressed when you show it to them. How it works The Compliment Close works by flattering the other person, massaging their ego so they are more concerned with feeling good than parting with their money. It can help to associate the person with the product, so they feel their sense of identity becoming attached to the product. It also works by being nice to the other person so they feel obliged to be nice to you and buy your product. LabourNet Services (I) Ltd., Confidential
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MODULE 6: Types of Sales

Types of Sales are:...................................................................................... 48 ........................................................................................... Direct Sales:Telemarketing and Telesales ............................................................................................................ 48 PRE-CALL PLANNING ................................................................................. 48 INTEREST-CREATING OPENING STATEMENTS ..................................................... 48 EFFECTIVE QUESTIONING ............................................................................ 48 SALES RECOMMENDATIONS .......................................................................... 49 GETTING COMMITMENT (Closing) ................................................................... 50 ADDRESSING RESISTANCE (Objections) ............................................................ 50 WRAPPING UP AND SETTING THE NEXT ........................................................... 50 ATTITUDE AND SELF-MOTIVATION .................................................................. 51 ........................................................................................................... Direct Sales Door to Door Sales Personal Appearance: ............................................................................... 52 Introduction Interested Party ..................................................................... 53 Getting to Business................................................................................... 53 Presentation Part One ............................................................................. 53 Presentation Part Two ............................................................................. 53 Selling the Company ................................................................................. 54 Needs Analysis ........................................................................................ 54 Close ................................................................................................... 54 SAVE SOMETHING FOR A CLOSE..................................................................... 54 Paperwork ............................................................................................. 54 Referrals ............................................................................................... 54 ................................................................................................................................................ Retail Sales Introduction ........................................................................................... 55 What is retailing? .................................................................................... 55 Major Type Of Retail Stores ........................................................................ 56 Retailer ................................................................................................ 61 ......................................................................................................................... B2B Sales (Shop to Shop)
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TYPES OF SALES ARE:

Direct Sales - Telemarketing and Telesales Direct Sales - Door to Door Sales In-shop (Retail) sales Shop to Shop (Channel Sales)
TELEMARKETING AND TELESALES

Telemarketing and telesales is the professional use of the phone in a sales process PRE-CALL PLANNING 1. Have a primary objective for every telemarketing call, defined as, What do I want them to DO as a result of this call, and what do I want to do? 2. Prepare questions for your telesales call using your call objective. Ask yourself, How can I persuade them to take this action as a result of asking questions, as opposed to talking? Remember, people believe more of their ideas than yours. 3. Also have a secondary objective for each telephone sales call 4. Gather as much information as you can from whomever you are able, prior to speaking with your prospect; busy customers will get bored when they have to answer your basic questions 5. Before cold calls, think of a good reason for needing to speak with the decision maker 6. There is a high possibility that a customer does not pick calls and you are required to leave a message on a voice mail. If leaving a message on voice mail, be certain it offers a hint of a benefit/result that sparks curiosity, but doesnt talk about products/services. INTEREST-CREATING OPENING STATEMENTS 7. The objective of your telemarketing opening is to generate curiosity and interest so that they will willingly and enthusiastically move to the questioning. 8. Dont use goofy, resistance inducing phrases on your telesales call, like, If I could show you a way to _____, you would, wouldnt you? The only decision youre looking for in the opening is the one to continue speaking with you. 10. When cold call prospecting, dont start the call with, I was just calling people in your area People want to feel like theyre the only person youre calling not just one of the masses from a list of compiled names. EFFECTIVE QUESTIONING 11. Get information before you give it. How could you make an effective presentation otherwise? 12. Dont use a benefit list to present from. Instead, use it to create questions to determine if those benefits truly are of value to your prospects and customers. Some benefits could actually be liabilities. LabourNet Services (I) Ltd., Confidential
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13. Avoid asking go-nowhere questions like, Is everything going OK?, What are your needs?, Are you having any problems now?, Hows service?, and, What are you looking for in a vendor 14. Ask one question at a time. Thats how many theyll answer at a time. 15. After asking, be quiet. Resist the urge to jump in if they dont answer immediately. 18. After theyve finished, count to two (silently, of course). This ensures theyre done, plus they might continue with even better information. 19. Be confident in your questioning. One reason reps ramble with questions is that theyre not prepared or confident. Prepare your questions. Role play them-with yourself if necessary. 20. Always know where youll go with answers. Regardless of the answer 21. Follow up their answers with related questions. Too often reps work from a rigid list of questions, losing the opportunity to pick up on prospect statements which are just the tip of the iceberg of their real feelings. For example, if a prospect said, I believe the main reason production isnt higher is a lack of motivation. The best move is to follow up with, I see. What specific signs of poor motivation have you noticed?, or, simply, Tell me more. 22. Quantify the problem whenever possible. How often does that happen? How much time does that take? 23. Resist the tendency to present. Some reps get so excited when they hear the slightest hint of an opportunity that they turn on the spigot of benefits. Hold off, ask a few more questions, get better information, and youre able to craft an even harder -hitting description of benefits, tailored precisely to what theyre interested in. 24. Learn more about the decision-making process. There could be many behind-the-scenes influences on the decision. Ask about actual users of your products/services, anyone else who could influence it, who has to sign off on the ultimate decision or OK the money for it, and perhaps people who would rather not see it happen. SALES RECOMMENDATIONS 25. You should only talk about your product/service after knowing specifically how it will solve the problem, meet their need, etc. Then you can tailor your remarks specifically and personally for the listener. 26. Get feedback during your discussion of benefits: Do you feel that would work for you?. How do you feel that would solve your problem? 27. Avoid the question, Anything else? when attempting to upsell. Just like when a convenience store clerk asks the same question, the answer is usually, No. Instead, give them a suggestion, and help them answer.
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Selling Skills Training GETTING COMMITMENT (Closing) 28. This is not the major event in a telemarketing sales call. Its the natural, logical, validation of the professional sales process up to this point. But you still must ask. Commitment must be gained on every contact in order to move the process forward. If there is to be a follow-up contact, and information is to be sent or faxed, there must be commitment on behalf of the prospect regarding that material. 29. Ask large. Think big. Buyers will often move down from a large recommendation, but they rarely move up from a small one. Those who ask the biggest have the largest average order size. Never suggest more than is in the best interest of the customer, but not making a large enough suggestion when appropriate is actually hurting the customer. 30. When in doubt, ask. Do you have a foot-dragger in your follow-up file who is perched squarely on the fence? Ask for a decision! Get some movement. A no today is better than one six months and 15 additional calls from now. Move them forward, or move them out. 31. If youre going to schedule a follow up call, get a commitment of some type. Why would you call back otherwise. If they wont commit to doing anythingreviewing your literature and preparing questions, surveying their existing inventory, etc.-they likely have no interest. ADDRESSING RESISTANCE (Objections) 32. Objections can be avoided by doing everything else correctly up to this point in the call. When they do occur, resist the tendency to attack in defense. You must back up and revisit the questioning stage of the call. The voiced objection is simply a symptom of the real problem. Start by saying, Lets talk about that. 33. If you have an indecisive prospect, get their mind off the buying decision, and on the problem or pain. For example, Jan, lets look at this another way. What would happen if you did nothing about the situation? Remember, we detailed the fact youre missing sales opportunities every day. What will that amount to over just the next six months? 34. Most price objections start in the mind of the salesperson. Many sales reps arent 100% sold on the value of their product, therefore theyre apt to offer price concessions even when the prospect doesnt flat-out ask, or they present price with a shaky tone of voice. Ask the right questions, present the results of what your product/service can do, and state the price boldly. 35. Avoid Common Objections Mistakes: Using slick, prepared, objection rebuttals that only tell people theyre wrong and intensifies the resistance; giving up before attempting to understand the reason behind the problem. WRAPPING UP AND SETTING THE NEXT ACTION 36. When sending information, samples, demos, etc., know precisely how theyll evaluate the material. How will they know if they like it? What criteria will they use? This way, youll both be clear as to what would need to happen in order for them to buy. 37. When sending material, prepare them as to what they should look for. Otherwise, theyll get a package of materials and say, Oh, theres a package of materials, and then toss it on the mountain of other stuff in their office. But, if you tell them to look for the catalog that will be opened to the page
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Selling Skills Training with the product they are interested in, and youll have the three or four models highlighted that are most appropriate for them, there would be a greater likelihood theyd look at it. 38. The success of your follow-up call is directly relational to what you accomplished, and how you ended the previous one. Never say, Ill send you out some stuff, and well go from there. Fromwhere? Summarize agreed-to actions by both parties, including what happened, what theyre interested in , and what will happen next. And set the agenda for the next call. Makes it so much easier to prepare for the follow-up call, and helps you avoid starting calls with the useless question, I sent you the material, didja get it?, or Whatdidja think? For example, Ok Pat, Ill send the proposal detailing the quantity price breaks. What youll do is compare that to what youre getting now, and if were within 5%, youll agree to a trial order on our next call, is that right? ATTITUDE AND SELF-MOTIVATION 39. You never have to experience rejection again. After all, what is rejection? Its not an experience -its your definition of the experience. So, ensure that you accomplish something on each call, and you can hold your head high with a sense of achievement. Remember, a decision of any type is better than shadow-chasing someone who will waste your time with wimpy or misleading statements that cause you to believe theres a chance, when, in fact, theres not. 40. A good way to end a call where you dont accom plish your primary objection (and to never experience rejection) is to plant a seed for the future. Give them something to look for, based upon what you uncovered during the call something that might just cause them to call you back. For example, Pat, it looks like we dont have a fit here, today, but I suggest that if you ever find yourself needing an emergency job finished, and dont have the staff to handle it, give us a call. We specialize in those type of projects, and would love to talk to you. Ev eryone has been surprised by those written-off prospects who later called to order. This is a way to proactively make it happen more often. 41. Imagine every day is the end-of- quota-period day. Ive noticed that reps tend to pick up the pace and behave like tornado in a hurricane when they reach the last couple days of a quota period, doing whatever is necessary to squeeze out those last few sales. When you coast, youre going downhill. Get focused on a goal and pursue it with single-minded determination. 42. As a sales professional using the phone as your main method of communication, you perform a function that very few people in the world could do well, or would even want to try. And thats persuading someone to take action and make a decision, based almost solely on the words and ideas that come from your mouth. Its quite an awesome feat when you think about it. And do think about it. It takes a talented individual to be able to do that well. You are that person. Feel proud of what you do, and always strive to get better!
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DIRECT SALES DOOR TO DOOR SALES

Outline Personal Appearance Introduction Your Purpose Interested Party Getting To Business Presentation Selling the Company Walk Through Needs Analysis Close Paperwork References
Personal Appearance:
This is a very important part; in fact it is the most important part because first impressions mean everything. We want to appear professional, caring, and knowledgeable. If the customer feels you know what youre talking about theyll be more inclined to listen to you You only get one chance to make a first impression. Make sure its a good one. It is not necessary to wear expensive clothes. What is important is to have clean, stain free, pressed clothes and clean shoes. Do not wear jeans, t-shirts or other non-professional attire. Personal grooming is also very important. Be clean and fresh. Knock at the door (If it is screen door and you have to open it, open it, knock, then close the door and step back)Address who you are, and your purpose (USE YOUR SCRIPT). Even if the customer is not interested, be courteous. Script One: Hello my name is _______ I am with Godrej promotions team. We are offering a free lock system to customers in your area to allow us to get our name in the neighborhood. Have you ever thought of having a godrej lock system installed in your Home? (Yes) If you have a few moments i could come in and explain what it is we are offering and see if this would fit your needs. Script Two: Hello, my name is Jeremy. Im with the promotions team for Godrej Locks. The reason Im here is in about 4 to 6 weeks we will be sending our sales team out here to sell our systems door to door. What we do is make examples of 3 to 4 homes in the area to generate some word of mouth as well as g et some signs in the neighborhood. We just found that this is the best way to advertise, and it gives you the ability to protect your family and home. Have you ever considered a system like this before? Yes! Well if I could I would like to take some time to explain what we offer and how it will help you and your family. Do you have a place were we can talk? Script Three: Hello my name is----------- I am with Godrej locks. We are in this neighborhood on a special promotions tour. We would like to offer you our best system at no cost in exchange for your word of mouth in the area about our system and how it protects you and your family. We give you at no cost a free key fob that allows you to arm and disarm the house from your car or outside the home. The only thing we require is a 1 time 99.00 installation fee and a monthly monitor ring rate of 35.99 per month.
IMPORTANT
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Selling Skills Training Do not hit the road without knowing your script. If you do not have confidence in your presentation, your customer will not buy from you. DO NOT SELL THE SYSTEM ON THE DOOR STEP! GET IN THE HOME AND GAIN THEIR ATTENTION!
Introduction Interested Party

Show them your identification. Ask if you can enter the house. Ice break (get to know the customer, DO NOT JUST GET DOWN TO BUSINESS). Be very observant when entering the house, look for flaws in the safety of the house (example: tall bushes in front of windows where burglars can enter without being seen. Look at locks on the doors, checking for dead bolts.) Suggest going to the kitchen table to discuss business (most family decisions are conducted at the dinner table).
Getting to Business
When at the kitchen table, explain to the customer your purpose. Tell the customer the breakdown of what will happen during your visit. Example: Mr. Customer today I will tell you a little about our company. I will talk to you a little about what a security system protects you from, I will tell you some pretty impressive benefits of having a Godrej Security System, and then I will discuss the basic system to you. If you think that it might be something for you. We can then go to the next step and do a quick walk through your house, and see what kind of system would benefit you the best.
VERY IMPORTANT
Dont forget to tell the customer to ask as many questions as they would like. You might want to even go a step further and after talking for a while, stop and ask the customer if they have any questions. YOU DO NOT HAVE TO TELL THEM EVERYTHING ABOUT THE SYSTEM, LOOK TO CLOSE!!!!
Presentation Part One

When giving your presentation, the presentation book is a guide to keep you on-track, you do not have to go over every detail. Remember some customers will be offended if you just read it to them. Personalize it for every customer. You will see that not every page in the presentation pertains to every customer, do not feel like you have to go over every page, simply ask the customer if they would like to go over a certain topic, if they say no then dont. After going through the presentation, go over the basic system. What it consists of. Then explain that it is no-cost with approved credit. Explain the credit check to the customer. Explain the contract terms.
IMPORTANT
Take time out to explain the 5 channels of Protection to the customer. This will help bring up all that they system has to offer (more than what they expect). This will help in making sure the customer does not cancel after you leave the home.
Presentation Part Two

Make sure the customer is fully aware that they are signing into a three year contract and that the basic system is free with approved credit only. The installation for the basic system is Rs. 99. Do not forget to explain to the customer that there are upgrades to the system. Remember when you are explaining the system to the customer take it very slow. Remember how lost you were when it was first introduced to you. LabourNet Services (I) Ltd., Confidential
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Selling the Company

One of the main reasons I joined Godrej Locks, is because of the type of company it is and the reputation is maintains. Many of our new customers come from existing customer referrals because of the unequalled respect and concern we show.
Needs Analysis
The most important way to break down barriers and build rapport with anyone is to be genuinely concerned and sincere when determining their needs and wants in security. The successful sales professional will express genuine concern by asking the right questions correctly. Their input back will provide the correct information that enables you to design the right system for their needs and concerns. Ask the customer what they feel needs the most protection and work around that, this is a great starting point.
Close
After you and the customer have the right system picked out, it is time to go back to the table and discuss credit check. Tell the customer that you will have to run a credit check to see if they are eligible for the free system. After you know the beacon score it is time to discuss prices. Remember you might have to go low price on the price sheet to get the sale. You can always start mid price, if the customer does not bite, you can always follow up with the low price. Do not blow a sale because you were trying to make a little extra money. Closing the sale, is just as important as the first two phases. You want the customer to feel confident, and not have any buyers remorse. If there is any, they may cancel the sale. Make sure you know your stuff, and how to fill out the paperwork. Once you have finished the walk-through head back to the kitchen table. Design a system for the family. Design two systems the basic plus what they said they would need and a system that is what you think they should have. Give them both systems and ask them which one is best for them. Assume the sale and proceed to the paperwork. Know different closes. There is nothing worse than spending a lot of time with a customer and then loosing them because someone did not know how to ask of the sale.
SAVE SOMETHING FOR A CLOSE

Throw something in that you saved to get them to close on the spot. It can be any Godrej household product. Make sure that it is something that will fit their needs. EXAMPLE: if you make the decision today, I can give you a Godrej Hair color, originally Rs. 175 at no cost. Sounds like we have a deal?
Paperwork
When it comes to paperwork, make sure everything is filed out. Do not be afraid to tell the customer to bear with you because Godrej has all new paperwork, and you do not have a complete handle on it yet.
Referrals
Do not forget to ask for referrals. You just build a good rapport with this customer and ask them if they know anyone else that may benefit from our services. If they do have someone, have the customer call them and tell them to expect a call/visit from you. That will lower their guard.
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RETAIL SALES
Introduction The word retail has its origin in French word retailer and means to cut a piece or to break bulk. Retailing is the sale of goods and services to the ultimate consumer for personal, family or household use. According to Kotler: Retailing includes all the activities involved in selling goods or services to the final consumers for personal, non-business use The Marketing Retail Equation:
Manufacturer
Manufacturer
Manufacturer
Wholesaler
Retailer
F e e d b a c k
Retailer
Consumer
Consumer
Consumer
What is retailing?
Retailing is a distribution channel function, where one organisation buys products from supplying firms or manufactures products themselves, and then sells these directly to consumers. Retailer can Purchase directly from Manufacturer or from Wholesaler. Retailer then directly sells it to consumer.
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In majority of retail situations, the organisation, from whom a consumer buys, is a reseller of products obtained from others, and not the product manufacturer. However, some manufacturers do operate their own retail outlets in a corporate channel arrangement. Retailers offer many benefits to suppliers and customers as resellers. Consumers, for instance, are able to purchase small quantities of an assortment of products at a reasonably affordable price. Similarly, suppliers get an opportunity to reach their target market, build product demand through retail promotions, and provide consumer feedback to the product marketer.
Major Type Of Retail Stores There is no universally accepted method of classifying retailer. Various schemes have been proposed to categories retailers based on: Number of outlets Margin vs. turnover Location Size Because of overlap of classification criteria, some stores may qualify as under:
Exclusive Brand Outlet

EBO: Store where only one brand is available
Multi-Brand Outlet
MBO: Store where different brands are available
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Kirana Stores:
These are small, individually run and handled retail outlets which are familyowned businesses catering to small sections of society.
Category Killers
Category Killers: Small specialty stores have expanded to offer a range of categories. They are called category killers as they specialize in their fields
Malls
These are the largest form of retail formats. They provide an ideal shopping experience by providing a mix of all kinds of products and services, food and entertainment under one roof.
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Department Stores
These are the general merchandise retailers offering various kinds of quality products and services. These do not offer full service category products and some carry a selective product line.
Specialty Store
The retail chains, which deal in specific categories and provide deep assortment in them are specialty stores
Discount Store
These are the stores or factory outlets that provide discount on price. They focus on mass selling and reaching economies of scale or selling the stock left after the season is over.
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Hypermarket/Supermarket
These are generally large self-service outlets, offering a variety of categories with deep assortments. They offer food, clothes, furniture, electronics, home needs etc.
Prominent Sectors in Indian Retail

Clothing, textiles and fashion Accessories: Food & food Services: Consumer Durables: Books & Music: Other emerging sectors Jewellery retail Footwear retail Time Wear Retail Fuel Retail/ petro retai
Retail stores can be divided in different categories or different formats.
Figure 2 Major Categories in retailing.

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Major types or formats of in-store retailing are described in table given below:
Format
Description
Exclusive showrooms either owned or franchised out by a manufacturer. Focus on a specific consumer need; carry most of the brands available. Large stores having a wide variety of products, organized into different departments, such as clothing, house wares, furniture, appliances, toys, etc.
The Value Proposition

Complete range available for a given brand, Certified product quality. Greater choice to the consumer, comparison between brands possible
Eg.
Merchandize
sell only selective items of one particular brand to the consumers and primarily focus on high customer satisfaction.
Branded Stores (Exclusive Brand Outlet)
Adidas
Specialty Stores
Sangeetha Mobile shop Electronic Appliances Apparels Jewellery Toiletries Cosmetics Footwear Sportswear Toys Books CDs, DVDs Bakery products Cereals Meat Products, Fish products Breads Medicines Vegetables Fruits Soft drinks Frozen Food Canned Juices Almost same as department store but at a cheaper price.
Department Stores
One stop shop catering to varied consumer needs.
Reliance Trend
Supermarkets
Extremely large selfservices retail outlets.
One stop shop catering to varied consumer needs.
More, Reliance Fresh
Discount Stores
Stores offering discounts on the retail price through selling high volumes and reaping the economies of scale.
Low prices.
Big Bazar
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Hyper-mart
Larger than a Supermarket, sometimes with a warehouse appearance, generally located in quieter parts of the city
Low prices, vast choice available including services as cafeterias.
Big Bazar, Reliance Mart, Auchan
Most of the products.
Convenience Stores or Kirana
Small self-service formats located in crowded urban areas.
Convenient location and extended operating hours.
General Kirana shops
Eggs Bread Stationery Toys Cigarettes Cereals Pulses Medicines All Types of Products.
Shopping Malls
An enclosure having different formats of in-store retailers, all under one roof. Also called Electronic retail where customer can purchase online using internet and have access to the large inventory.
Mantri Mall
Online Retail
Can buy while sitting at home.
Jabong.co m
All types of products
Retailer A retailer purchases goods or products in large quantities from manufacturers or directly through a wholesaler, and then sells smaller quantities to the consumer for a profit. Functions of a Retailer From the customer point of view, the retailer serves him by providing the goods that he needs in the required assortment, at the required place and time
From an economic standpoint, the role of a retailer is to provide real added value or utility to the customer. This comes four different perspectives Form: First is utility regarding the form of a product that is acceptable to the customer. The retailer does not supply raw material, but rather offers finished goods and services in a form that the customers want. The retailer performs the function of sorting the goods and providing us with an assortment of product in various categories. 61
Time: He caters Time utility by keeping the store open when the consumers prefer to shop, preferably during shopping hours. Place: By being available at a convenient location, he creates place utility. Ownership: Finally, when the product is sold, ownership utility is created. Apart from the above functions retailer also performs functions like: Arranging Assortment: Manufacturers usually make one or a variety of products and would like to sell their entire inventory to few buyers to reduce costs. Final consumers, in contrast prefer a large variety of goods and services to choose from and usually buy them in small units. Retailers are able to balance the demands of both sides, by collecting an assortment of goods from different sources, buying them in sufficiently large quantities and selling them to consumers in small units Breaking Bulk: To reduce transportation costs, manufacturer and wholesalers typically ship large cartons of the products, which are then tailored by the retailers into smaller quantities to meet individual consumption needs Holding stock: Retailers maintain an inventory that allows for instant availability of the product to the consumers. It helps to keep prices stable and enables the manufacture to regulate production. Promotional Support: Small manufacturers can use retailers to provide assistance with transport, storage, advertising, and pre- payment of merchandise
Retailer Needs to Understand Brands and brand associations UVP Retail Sales Management Process Understand Brand Associations Branding is a game of associations. List of common brand associations: Familiarity Reliability Service Quality Consistency Value Speed Security
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B2B SALES (SHOP TO SHOP)

Business-to-business (B2B) describes commerce transactions between businesses, such as between a manufacturer and a wholesaler, or between a wholesaler and a retailer. Buying behaviour in a B2B environment Some characteristics of organizational buying / selling behavior in detail: For consumer brands the buyer is an individual. In B2B there are usually committees of people in an organization and each of the members may have different attitudes towards any brand. In addition, each party involved may have different reasons for buying or not buying a particular brand. Since there are more people involved in the decision making process and technical details may have to be discussed in length, the decision-making process for B2B products is usually much longer than in B2C. Companies seek long term relationships as any experiment with a different brand will have impacts on the entire business. Brand loyalty is therefore much higher than in consumer goods markets. While consumer goods usually cost little in comparison to B2B goods, the selling process involves high costs. Not only is it required to meet the buyer numerous times, but the buyer may ask for prototypes, samples and mock ups. Such detailed assessment serves the purpose of eliminating the risk of buying the wrong product or service.
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Annexure
Handling Stress :How to Reduce Sales Stress
Stress is the trash of modern life we all generate it but if you dont dispose of it properly, it will pile up and overtake your life.
Identify Your Work Stress. Before you can eliminate or reduce stress, you must know what you are dealing with. Write down all the stresses that you deal with on a daily and weekly basis. Then create a top 10 list of all the things that cause you stress and determine which items you can eliminate from your list. Shorten Your Scheduled Meetings. Consider cutting many of your 60 minute meetings to 30 minutes and your 30 minute meetings to 15. With a shorter time frame to work in, you will be forced to be more productive. Stop Procrastinating. Allowing work to pile up will stress you out. Plan time to get things done and off your desk. Get Organized. Disorganization can cause a significant amount of workplace stress. Block time to get things organized. Always Be On Time. Being late will cause a lot of stress at work or in your life. Learn the habit of being early, and this type of stress will disappear. Stop Trying To Control Everything. Trying to control situations and people does not work. In fact, when we are in the state of trying to control, it just creates more stress at work and in our lives. Learn to let go of situations that are out of your control. The only thing you can control is yourself. Stop Multitasking. Doing multiple tasks at the same time might seem productive, but in reality it slows us down from completing tasks, reduces the quality of work, and creates stress. Learn to single-task and get more done.
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Cut Out Negative People. You know who they are. They can drag you down and create more stress. Surround yourself with other positive minded people and you will feel less stress. Simplify Your Work. Look for ways to make your tasks more streamlined and simple. Give Back & Help Others. Whether you volunteer for a charity or just make an effort to be more compassionate to those around you, you will notice it lowers your own stress levels. Try it out for a day and see how you feel. Take Mini Breaks. Studies have shown that concentration levels decrease 25 to 30 minutes into a task. If you dont take any breaks, your focus and productivity will drop. Plan and enjoy mini-breaks during your work day. Breathe. Take a moment and breathe. Prospects want to work with confident salespeople so collect yourself before an important call or meeting and get oxygen circulating throughout your body. This will stimulate blood flow to the brain and help you recall pitches and answers more effectively. Exercise. Regular exercise will help immensely with stress in your life. At least, 15 mins walk in midday and jogging in the morning is advisable.
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Selling Skills Training

Retail Sales Tele Sales Direct Sales

Selling Skills Training

Selling Skills Training

Course Duration (Excluding Test / Assessment)

TRAINING CENTRE REQUIREMENTS

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

30 mins 30 mins TOTAL

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

MODULE 1: SALES - Introduction

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Selling Skills Training

SKILLS REQUIRED IN SALES.

Selling Skills Training

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Selling Skills Training

GROWTH OPPORTUNITIES IN SALES

Senior Sales Manager

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

MODULE 2: Personality Development

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Selling Skills Training

BASIC COMMUNICATION SKILLS

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

Wants to say hello to a friend

MESSAGE: Hi, How Are You?

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

Misinterpreted nonverbal messages

NON-Verbal Communication Speaks Loudly

Selling Skills Training

MODULE 3: Allied Skills Development

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

The Structure of a business quotation

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

Make teamwork 'work' for you

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Selling Skills Training

MODULE 4: Sales Overview

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Selling Skills Training

TYPE OF CUSTOMERS, CUSTOMERS PERSONALITY & HANDLING SKILLS

Status buyer Expert buyer Caring buyer Entertainment buyer

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Selling Skills Training

Motivate these kinds of buyers by:

Patronize socially responsible organizations. Motivate these kinds of buyers by:

Establishing a program that gives back to the community. Sponsoring charity.

LabourNet Services (I) Ltd., Confidential

Selling Skills Training

TYPES OF SALES AND VARIOUS APPROACHES TO SALES

LabourNet Services (I) Ltd., Confidential

Selling Skills Training