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Sales Training

Corporate Sales Group

If it doesnt matter who wins or loses, then why do they keep score?
-Vince Lombardi

Schedule
Day 1 Process and Guidelines of ASG Morning
Expectations AS Compensation Dress Code Sales Process & Salesmanship Online Computation & Inventory

Afternoon
Reserved, Committed and Booked Sale SOP Incentive and Commission Filing Corporate Program Event SOP, Bank SOP Roadshow Mock Sales Call

Schedule
Day 2 Sales Training Morning Sales/Selling, Questioning, Listening Objection Handling Closing Professionalism/Communication Afternoon Salesmanship Corporate Presentation Mock Sales Presentation - 9:00-9:30am - 9:30-10:00am - 10:00am-11:00am - 11:00am-12:00am

-1:00pm-1:30pm -1:30pm-3:00pm -3:00pm-5pm

Table of Contents
Questioning Types of questions, benefits, dos and donts, building solutions, buying signals, recognizing opportunities, magnifying needs, features and benefits Listening Active listening, mirroring, empathy, confirming understanding Objection Handling Perks and benefits, why people say no, types of objections, objection handling process Closing Prerequisites, types of closing, action tips, mistakes when closing Professionalism/Communication Areas of improvement, rapport, enthusiasm, communicating and valuing clients

What is sales/selling?
Every sale has five basic obstacles: No Need, No Money, No Hurry, No Desire, and No Trust Zig Ziglar SALES is Is adding value knowledge, understanding Sales is being a consultant (trusted advisor) SALES IS NOT Over charging Deception Force people to buy anything, Sell things we dont know Trick

What is sales/selling?
WHY SALES IS IMPORTANT? Why Sales is important to you? Job Security, Incentives, Fulfillment Why Sales is important to the company? Profit, Loyalty Why Sales is important to the client? client will be able to know compare, and check his/her needs.

Sales are contingent upon the attitude of the Salesman not the attitude of the prospect. (W. Clement Stone 1902 American Businessman, Author)

What Kind of Questions?


Two main question types are: Open-ended Broad on scope Customer to expand on questions, to open up Closed-ended Narrow in scope Yes/no/single answer, Is used for permission, verification and diagnostic

Favorite Question
How would you describe your lifestyle? Laid back or Sporty? What would you look forward to in a condo? Are you concern with the fence structure or more on the security of the village? How long have you been working? What do you do? What school do your children go to? What is your past time? Where do you usually go during weekends How often do you go on vacations every year? Do you prefer domestic or international travels for your vacation?

The important thing is not to stop questioning Albert Einstein

Perks & Benefits


What can we learn by asking effective questions? Needs (pain) Best possible solution Build connection, becomes their trusted friend Objection (test of commitment) Write a sample questions for each of the above How much do you spend on rentals every month? Every year? How much does your money decreases in value every year? How much are you willing to invest initially for your first property?

Dos and Donts


Do have a plan Do be quiet, let the client respond and listen to the answer Do sound interested. Do build questions around the clients response this isnt an interrogation Dont stack questions Do ask one question at a time Do master follow up questions Dont interrupt the client Dont answer your own questions Dont sound like youre reading from a script Dont ask too many why questions

TIP: Get the clients permission before asking questions. Dont jump right in and do as needs assessment ASK: So I could help you decide better on what project to choose, I would like to know if this is for Investment or Personal Use If you dont mind me asking, may I know what do you do?

Practice, Practice, Practice


Write sample of open and close ended questions OPEN-ENDED What do you do? How long have you been working? Whats your position? Where do your kids go? CLOSE-ENDED Do you want a higher floor or lower floor? Facing east or west? Sunrise or sunset?

Building Solutions
Questions can Help you close sales! Help you work with clients to design a solution.  Asking questions as you develop a solution keeps client involved in the process  Their involvement increases their enthusiasm and builds in them a feeling of ownership  Enthused clients who helped build a solution may be less likely to object when you close the sale especially if you know key information like the clients budget, authority, needs and timeframe. Application: In the following scenarios what are the 5 questions (focusing on the clients needs) that you can ask to build this solution and increase the sale?

Activity
Scenario #1 A young achiever guy owns an old house, living alone. No hurry of buying a property. Scenario #2 A married couple owns a business, has several properties. No need of buying a property. Scenario #3 A couple who has 4 children inherited a land, would rather build house on the land than buy a property. No Interest. Scenario #4 A businessman dealt with a previous agent who stole their down payment away, doesnt have any trust to developers anymore. Foreigner. Scenario #5 A guy wants to buy a property but not enough salary. No money.

UP SELLING/ ADD-ONS An effective closer will also present additional solutions to enhance the main solution. This is called up-selling or suggesting add-ons What is an example of this? Parking Lot, repeat buyer THE FEATURE & THE BENEFIT Role Play (When acting as the client in the role-play, make sure your partner is able to answer the question, So what) Lets think about this in terms of a specific product HORIZONTAL (House and Lot) Lets think about this in terms of a specific product VERTICAL (House and Lot) PROJECT: ______________________ Feature: ___________________________________ Benefits: ____________________________________

Buying Signals
A Buying Signal is a cue from your client that he or she is interested enough to consider buying. A Buying Signal can be subtle or direct The biggest signal that your client is ready to buy: Asking for terms, units, details of the project Going over things more than once Payment terms Questions about timing Delivery date Concerns about the price Variables on his capability Visualizations or possession language When the client sees himself living in the unit

Recognizing Opportunities
Most of the time it is not about finding opportunities it is about recognizing them. This exercise is designed to get the wheels turning in your mind and to open your eyes to the opportunities you are presented with every day. Define Need: Resolution Define Pain: Problem/issue Common Need or Pain: No property yet, renting Offer Opportunities: Provide easy payment term for our properties

Magnifying the Need


In your role you know your products inside and out. You know how to use them and why they are valuable. It is important to remember that the client may not be aware of what your products can do for them. It is your job to paint that picture. Practice using this format I recommend that you purchase a ____________________ in ___________ today because __________________________ ________________________________ could/would have cost you more than _________________________________

Active Listening
The average person remembers only about 25 percent of what he or she hears, and some people remember as little as 10 percent. The problem is that while hearing is incredibly easy, listening takes a real effort. (Amberg Jay. The study skills handbook) How would you define active listening? Way of listening that focuses entirely on what the other person is saying and confirms understanding of both content and emotions/feelings to confirm understanding is accurate What are five benefits of active listening? 1. Avoid Misunderstanding 2. Get more info gets people say more. 3. Builds trust and respect 4. Release emotion and tension 5. Puts clients at ease.

Guidelines to follow
Research has consistently shown that the ability to listen is the most essential trait necessary for a successful, productive sales encounter. The bottom line is: You can listen your way into far more sales than you can talk yourself into...every time. (How to listen your way to more sales by BILL BROOKS)

MIRRORING
What is mirroring? Copying what someone is doing while communication Rule of Thumb: You cannot mirror a client if you are not listening. Explain. When meeting people, if you display the same expression as they have, or mirror their expression, they will generally be much friendlier.

Show them you care!


What is empathy (from a sales perspective)? Can I identify with Acknowledge and understand customers, situation feelings & motives Master salespeople know the importance of empathy and tune in to their buyers as quickly as possible. Novice salespeople on the other hand, rarely make the effort. This lack of empathy between buyer and seller accounts for much of the negative experiences many consumers experience. - Jeff Blackwell (salesmanship and Empathy) How is EMPATHY different from SYMPATHY? EMPATHY: Feeling the same way SYMPATHY: Feeling sorry, showing a reaction

Using Empathy as a Tool


Example: A client is expressing dissatisfaction with a service from a previous Property Specialist. How will showing empathy to this client improve the situation? What would you say? __________________________________________________ __________________________________________________ When people are in conflict, they often contradict each other, denying the other persons description of a situation. This tends to make people defensive, and they will either lash out, or withdraw and say nothing more. However, if they feel that the other person is really attuned to their concerns and wants to listen, they are likely to explain in detail what they feel and why. If both parties do this, the chances of being able to develop a solution to the problem become much greater. Conflict research consortium, university of Colorado

So what youre saying is


Here are the 4 steps for confirming understanding: STEP 1: USE A CONFIRMING STATEMENT If I understand you correctly, your concern is. Let me confirm what you just said STEP 2: SUMMARIZE KEY FACTS Youre concern about the price What I understand is that you like our competition better STEP 3: ASK IF YOUR UNDERSTANDING IS CORRECT Was that correct? Did I get it right? Correct me if Im wrong STEP 4: CLARIFY MISUNDERSTANDINGS (IF NECESSARY) My apologies, I stand corrected (from the big book of sales games, by Peggy Carlaw & Vasudha Kathleen deming, p.98)

Objection Handling
The Merriam-Webster dictionary defines an Objection, as a reason or argument presented in opposition or a feeling or expression of disapproval.

During the sales process it is not uncommon to encounter some hesitation or reluctance from a contact. This person may respond in the negative sense, giving excuses, or otherwise heading away from the sale. The response to this is to overcome these objections. This is objection handling. PERKS AND BENEFITS Why is it important for you to handle objections? No is a request for more information List benefits to successfully overcoming objections: sale (profit, incentives), Job security, customer satisfaction

Why people say no


Learn to love objections. By prevailing over all obstacles and objections, one may unfailingly arrive at their chosen goal or destination Although there are countless reasons as to why people object during the sales process, it can be narrowed down to 8 basic reasons. Lack of perceived benefits/value in the product or service. Lack of perceived urgency in purchasing the offering. Perception of an inferiority to a competitive offering. Internal political issue between parties/departments Lack of money/funds to purchase the offering Personal issue with the decision-maker. its safer to do nothing perception Why is it important to identify the reason an objection has been made? So we can overcome it

Types of Objection
Generally speaking there are two different types of objections. Each requires a slightly different approach when being addressed. 1.Generic Definition: No Solid reasoning or merit Examples: I want to think about it I dont think so (not interested) I dont have the time right now 2. Specific Definition: Specific reason as to why they are not interested Examples: I have to check with my wife Ill buy from best buy I dont like the house designs

Objection Handling Process


start TRANSITION OVERCOME

CLOSE (RE-CLOSE)

STEP 1: Transition
What is a Transitional Phrase? Shows you were listening, understand concern, restate objection Buy time, gain understanding, show empathy Why is it important to transition? Confirm understanding Give three examples of a transition statement: I understand your concern, that you dont have money right now and will wait till payday. I know price is a concern for you, you mention you had a tight budget earlier.. Is that correct? Yearn to understand first and to be understood second Beca Lewis Allen, American Author

The Bucket List


Write 5 objections you hear frequently 1. Funds (No Money) 2. Urgency (No hurry) 3. Value (No desire, No Need) 4. Political (No trust) 5. Competitor (No trust)

Transition Example
Write 5 objections you hear frequently 1. Funds (No Money) I understand you dont have the money right now. 2. Urgency (No hurry) I know your time is valuable for you. 3. Value (No desire, No Need) I know your concern with the price I can see that quality is important to you. 4. Political (No trust) I respect you considering your wifes decision 5. Competitor (No trust) I respect your decision not choosing Avida I recognize your need to consider the price of what you will be purchasing

Step 2: Overcome Objection


What does it mean to overcome an objection? Educate, find a solution, get past the obstacles Example: Objection: Your price is too high! Transition: I understand that price is a concern for you Overcome: Keep in mind, we offer higher quality properties than our competitors that will last you longer and provide a better investment. Quality is important to you right? The best way to overcome an objection is to ASK QUESTIONS

Step 2: Overcome Objection


What are some benefits to asking questions in step 2? Clients overcome objection themselves Client get more understanding Help you find solution Consultative TIP: Sometimes what we perceive as an objection is really just prospects thinking out loud. If you wait a moment, prospects might overcome their own objection

Step 3: Close and Re-close


What's the difference between a "Close and a "Re-close" Close: objection before asking for the sale Re-close: objection after we ask for sale Give three examples of a closing statement Will you prefer cash or check? Lets go ahead and start your investment by signing these docs So you can start enjoying your new home, Ill have you sign these RA.

PRACTICE MAKES PERFECT


Now that we have learned all of the components to successfully handling an objection, let's practice it! Objection: ________________________________________ Transition: ________________________________________ Whatever you do, don't do it halfway. (Bob Beamon)

Closing
Here are three definitions of closing: "Closing" can be defined as the consummation of a transaction involving a sale of a product or service, usually by payment of the purchase a price (or some agreed portion) Also, the act of transferring ownership of a property from seller to buyer in accordance with a sales contract. Lastly, a symphony of words and phrases that emotionally builds, culminating with a win-win final agreement. -TOM HOPKINS Anytime is the best time to close a client Any question is a buying signal.

Prerequisites of closing
"Success in selling hinges less in your ability to close, and more on your ability to get clients ready to be closed." -Secrets of Question based selling A recognized Need A viable Solution Value/Benefit must justify the cost A sense of Urgency The Authority to buy "Closing is the easiest thing to do when you've done everything else right; it's the most difficult thing to do when you've botched the rest of your presentation." -Tom Hopkins

Types of Closing
Trial Close Temperature Check  Does a self liquidating investment sound good to you?  Would protecting the value of your hard earned money be to your benefit? Hard Closing direct yes/no  Would you like to buy it today?  Are you ready to buy? Tie Down leading question  The investment gives you peace of mind that youre money will appreciate, would you agree? Conditional Close taking the customers word  If I can provide you a spot payment with 5% but with the same cash discount, would you take it? Assumptive/Alternative Close Would you like to get the studio or 1 Bedroom, would you like to use my pen to sign the RA or yours?

Closing
TIP: Any of these can be used at the end of an objection, depending on what works for your specific conversation. Another TIP: You can also use any of these when trying to get commitment from the clients at any time during the call. PRACTICE, PRACTICE, PRACTICE Your will miss 100% of the shots you never take. - Wayne Gretzky Now that we know a few types of closing, let's practice writing some samples: ______________________________________

Communication Success
7% Words 38% Voice Quality: (tone, inflection, pitch, rate and volume) 55% Facial/Body language
Clients should always be treated with great interest and respect. ATTITUDE IS EVERYTHING! How can you make a positive impression? 1.Smile 2.Confidence 3.Listening 4.Friendly 5.Courteous 6.Knowledgeable 7.Professional 8.Understanding

The Ultimate Client Experience


Ayala is a quality brand! You are an ambassador for AYALA LAND INC, therefore you need to provide quality service. "So what should I be doing that I haven't already been doing? Ask yourself Are you doing the following on every sales call?  Being professional  Building rapport  Actively listening  Showing empathy  Maintaining a positive attitude  Showing enthusiasm  Showing a willingness to help  Effectively handling difficult clients  Taking responsibility  Showing clients that they are valued Think about "What can I do better?"

Building Rapport
What is rapport? Building a relationship on trust What are the benefits of establishing rapport with your clients? Makes client feels comfortable Builds trust Increase chance of sale Remember: You only have few seconds to create a positive image and set a confident tone. This will increase the client's comfort level (making them feel more comfortable buying from you) People are more likely to buy from people they like or whom they feel a connection.

Winning is not a sometime thing: it's an all the time thing. You don't win once in a while; you don't do the right thing once in a while; you do them right all the time. Winning is habit. Unfortunately, so is losing" - Vince Lombardi

Making Connections
Making personal connections is an important part of building rapport. Remember, this is going to increase your chances of closing the sale in the end! HINTS FOR BUILDING RAPPORT: Hint 1: Start of Confident/ Assertive Hint 2: Use their name throughout the sales call Hint 3: Smile Hint 4: Listen Hint 5: Use empathetic statements-understanding Hint 6: Avoid long silences Things to talk about in conversation: sports, hobbies, weather, movies, career, food, family, product Things to avoid in conversation: Religion, Politics, Sex, Personal Issues, Race, Work Issues, Competition

Enthusiasm is Contagious!
"Enthusiasm releases the drive to carry you over obstacles and adds significance to all you do" - Norman Vincent Peale "Success is the ability to go from one failure to another with no loss of enthusiasm" - Sir Winston Churchill What can you do to maintain enthusiasm during a sales call? 1.Smile 2.Stand up/move around 3.Set aside personal issues when working 4.Think Positive 5.Visualizing Good outcome Think... "What do I get to do today? Instead of "What do I have to do today?"

What makes you different?


WHAT MAKES YOU DIFFERENT? What do you do for your clients, or give them, that they can't get elsewhere (with any other competitor)? Three things that impact how well you communicate with clients: (match the words with the appropriate definitions) Attitudes the way you think Motives why you do things Values inner guidelines Excellent customer service begins with proper attitude and values. Our actions are usually the result of our motives and intentions. When we value customers we'll usually show it.
Hey, I'm the customer: Front Line Tips for providing superior customer service by Ron Willingham

Just value me please


"When you value people, your sincerity causes them to feel good about you and trust you" - Ron Willingham Here are three values that you can think of to increase your success with clients and make them feel valued 1. Think, "You are the client, you pay my salary! 2. Think, "There's something about you that I like!" 3. Think, "You make my job possible!" Activity How do you want people to feel after having contact with you? What do you want them to say about you? How do you want them to describe their experience with you?

Difficult clients are still valued clients


What about "difficult" clients? They may be upset, frustrated, or even angry. Sometimes they direct their anger at you! How do you respond to them? _________________________ What can you do to help diffuse their anger? (TIPS) 1. Listen actively 2. Ask questions 3. Empathize/Sympathize 4. Dont take it personally 5. Dont blame 6. Give accurate information (knowledgeable)

ACTION TIPS
"When I am convinced that my proposition is to a man's advantage and will make money, and then fail to urge him to take it, I feel that I am not giving him a square deal. And that's the reason I am persistent." - James Knox, 1922 A study at Notre Dame found that 46% of salespeople asked for the order once and then quit. 24% asked twice. 14% asked three times. 12% asked four times. However, 60% of all sales are made after the 5th closing attempt.

Action Tips
The most important attitude is that of expectancy To improve your persistence, begin by believing in your service/product your company and ourselves. How many closes have you used on a sales call? Never underestimate the power of a sincere service attitude.

Zig Ziglar has said, "Selling is transference of good feeling." He also said, "In order to be convincing, you must first be convinced." Closing isn't something you to someone.... It's a mutual experience you have with them!

Top Ten Mistakes


1. Not asking for the close. 2. Giving away too much too soon. 3. You talk too much 4. You're just not in the mood. 5. Not treating each sale like a New Opportunity. 6. Rushing the close! 7. Emphasizing the logical aspects rather than the emotional. 8. You have too many distractions 9. Losing control of the call 10. Don't prejudge a client's ability to buy.