SELLING SKILLS

Customer Centric Selling

What Kind Of Customer are You?

Customer Centric
Selling

"The most successful people in any industry

are seldom the smartest or best
looking...they're the people who can sell"
Len Foley

Customer Centric
Selling
What is selling?

Selling is taking an idea, planting the ide

in your customers minds and making th
feel they thought of it..but do it ethically

Customer Centric Selling

Six Selling Themes
Differentiate
Design
Keep

Customers - Bank Accounts

Differentiated Offerings Credit Card

Existing Customers - ATM-Debit Card

Exploit

Cross Potential Other Bank customers

Exploit

Loyalty Potential -Debit Card

Maximizing

Life Time Value Lifetime free credit

card

Competitive Advantage
Someone can copy your business strategy
Someone can copy your marketing Approach
Someone can copy your product
Someone can copy your manufacturing capabilities
Someone can copy your market access
No one can copy your knowledge
and relations with your customers
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Core Processes

Acquire new
customers

Retain
current
customer
s

Sell more
to current
customers

Core Processes
Acquire new
customers

Retain
current
custome
r

Sell more
to current
customers

Relation between acquisition

costs revenues and margins
Lifetime value
Referrals
Increase of margins
Cross selling
Additional Turnover
Basic turnover

Acquisition costs

Customer Centric Selling

Customers are:

More Aware
More demanding &
powerful.
Less Loyal
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Customer Centric Selling

Selling to an Existing & a New

Customer
Role Play

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Customer Centric Selling

The Customer Centered Decision Cycle
Satisfaction
Acknowledgement
Decision
Investigation
Selection
Reconsideration

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Customer Centric
Selling
The Only Two Things Customers Ever Buy
Good Feelings
Solutions to problems

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Customer Centric Selling

Tracking Decision Making

Process

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The Customer Centered Selling

Cycle
Research Stage
Analysis Stage
Requirement Stage
Confirmation Stage
Specification Stage
Solution Stage
Close Stage
Maintenance Stage

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Research Stage
Determine the decision maker
Basic Information
Earn the customers Trust
Ask Questions which play to your strength
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Analysis Stage

The intent of selling is to protect the

customer from what if not what is.

If they cry;theyll buy

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Requirement stage

Discover the Solution

List & Confirm Needs

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Confirmation Stage

Test Understanding

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Specification Stage

Lock out misunderstandings & Competition

Commit to Specifications

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Solution stage

Recommend a Solution
Provide Alternatives
Gain An Agreement
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Close Stage

Reinforce benefits
Ask for Lead

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The Customer Centered Selling

Cycle
Maintenance Stage:
After Sales Service
Remember if you are not watching
the customer somebody else may be
watching

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Customer Centric
Selling
What to do when the customer cannot
make up his mind?
The customer does not know everything
everything he buys.

about

Dont give the customer too many

options
Example : Camera

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Customer Centric
Selling

What to do when the customer raises

obstacles or objections to buying?
When they object give them more
Solutions & good Feelings.
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Customer Centric Selling

People Hate to be Sold But

Love To Buy

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Sales Secrets
2 Magic Words for Sales Success
Stop.. Selling
The reason why Everyone wants to buy
Because they only care about what interests them.
How to Turn Every person into a Life long customer.
Active Listening
Your customers are desperate to be
heard & acknowledged!
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Customer Centric Selling

What is Cross Selling ?
Selling

our existing customer a different

product
For

e.g: If we have Mr.X holding a Credit

Card we can convince him to open a saving
account with us

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Customer Centric
Selling
Understanding the type of customer
Creating

a want in the customer

Suggesting

product according to his needs and

pushing the right product

Highlighting

on the unique selling points of the

product
For

e.g: If Mr B is a senior citizen you can cross sell

a Fixed Deposit which is carrying good rate of
interest which are flexible also

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Customer Centric
Selling

One stop shop for

customers

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Customer Centric Selling

Cross selling
Role Play

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Customer Centric Selling

Cross selling

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Thank you

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