The Selling Process

1. The Selling Process

2. AGENDA • The Selling Process • Greeting • Qualifying the Customer • Presentation “Pitch” Solution Selling – Feature vs. Benefit Selling Increasing UPT – Up selling • Handling Objections • Closing • Referral • Follow Up / Referral #2

3. SALES 101 What is the oldest profession in history?

4. SALES 101 The 5 characteristics of a great sales person: Integrity Enthusiastic & Passionate Understanding Effective Communicator Team Player

5. SALES 101 How do I do my best EVERY day? • Wake up early. • Love what you do. • Covert anger to resolve. • Take every “NO” as “NOT YET” • Read for 20 minutes every day. • Tell yourself you’re the best!

6. Customer Profile Who are your potential customers?

7. Selling Process The Selling Process

8. Selling Process 6 Step Sales Process • Initial Contact - greeting • Qualifying the customer - building rapport • Presentation / Pitch • Handling Objections • Closing • Follow Up

9. Selling Process Initial Contact STEP 1

10. Initial Contact START ON THE OUTSIDE: • Look at your store’s exterior! • Things to watch: • Siding or brick – keep it clean and in good shape • Signage – keep it lit and clean • Awning – keep it clean and free of rips • Parking Lot – free of debris • Sidewalk – free of debris, cigarette butts, shoveled, tripping hazards, ect. • Windows - clean and clutter free. Make sure junk from the inside is not showing on the outside (i.e. boxes)

11. Initial Contact INSIDE: • Stand just inside your front door and see what your customer sees! • Customer’s vantage point just inside the door: • Rug, carpet, tile • Posters and wall coverings • Lighting • Displays • Furniture layout

12. Initial Contact YOU: • Your appearance should be: • Nicely dressed • Nicely groomed • Enthusiastic • Attentive • Friendly • AWAKE!

13. Initial Contact Greeting the Customer • THE MOST IMPORTANT FACTOR • of your initial contact is your approach! • Your approach will have a lasting impact • on the customer and will drive the • direction of your relationship • with them from that point forward.

14. Initial Contact 5 second / 5 step Rule: You have 5 seconds or 5 steps from the time the customer enters the store to greet them! BEAT THE CLOCK

15. Initial Contact Tips for Greeting Customers: • Have a positive attitude • Greet with their name • Be personal then professional • Ask specifically how you can help them • SMILE – and KEEP SMILING • Shake hands • Make steady eye contact • Have an agenda ready • Focus on the customer

16. Initial Contact 5 Greetings that will boost sales with walk-in customers “Well, Hello! It’s nice to see you again!” “Hi, you’ve been in before haven’t you?” “Thanks for blowing in today!” “That’s a cool phone (or bluetooth headset)!” “Have you looked at this BlackBerry before?”

17. Initial Contact Communication 7% -- Verbal 38% -- Tone 55% -- Gestures and Mannerisms

18. Selling Process Qualifying the Customer and Building Rapport STEP 2

19. Qualifying Why do we qualify? ? ? ? ?

20. Qualifying What are buyers looking for? • A noticeable difference in your service and your competition. • A better perceived value in buying your service vs. your competition. • Little or no risk in purchasing from you. • The buyer must like you, believe you, have confidence in you, and trust you. • 4 ½. Lowest Price.

21. Qualifying Pre-Qualifying “I can tell by looking at him – he’s just browsing.” “They’re just old folks killing time.” “Oh no, not another schlep looking for a cheap phone.” What is wrong with this mind frame?

22. Qualifying 3 things you have to find out: • What your customer wants. • What your customer needs. • What your customer is willing to spend. • BUT… You cannot ask directly!

23. Qualifying ALWAYSAsk open ended questions! A CLOSED end ? “Do you travel nationwide?” “Do you use email?” “Do you like flip phones or sliders?” An OPEN end ? “Tell me about where you will be using your phone?” “How would email on your phone be beneficial?” “Which phone do you like better – the BlackBerry or the HTC?” Never ask a question leaving you with a yes/no or one word answer. Ask questions that begin with Who, What, Why, Where, When

24. Qualifying Qualifying Exercise What have I got in my pocket? CLOSED ?'s OPEN ?'s

25. Building Rapport The way you sell should be just as big of an advantage as the product or service you’re selling.

26. Building Rapport Tom Hopkins - Customer Fears

27. Building Rapport What is rapport? “Whenever you meet a customer, visualize that person as an honored guest in your home. When you welcome guests into your home, you’re honestly happy to see them and want to make them feel welcome and at ease.” -Earl Taylor (Dale Carnegie and Associates)

28. Building Rapport 5 tips for building rapport (trust) • Be mindful of your body language gestures. Be positive! • Create harmony. • Make eye contact and listen with genuine interest. • While qualifying: ask open ended questions and clarifying questions. • Dress and act professional.

29. Selling Process Presentation “Pitch” STEP 3

30. Presentation What is a Sales Presentation? “A sale is not something you pursue, it's what happens to you while you are immersed in serving your customer.” -- Zig Ziglar

31. Presentation What is YOUR Sales Style? Type F You're a "Finder." Type M You're a "Minder." Type G You're a "Grinder.“ Source: Entrepreneur Magazine-Ray Silverstein

32. Presentation Things to consider while presenting: Sincere compliments will get you somewhere Make your customer feel important Use testimonials

33. Presentation Things to consider while presenting: Senses sell emotions Transfer possession of the product Speak in your customer’s language

34. Presentation Things to consider while presenting: Be honest and up front about any shortcomings Be enthusiastic Ask confirming questions - Continuously check your customer’s temperature

35. Solution Selling Most Important! Sell the benefits not the features! “Sell the Sizzle, not the steak!”

36. Up Selling What is up-selling? Discovering what your customer needs, pinpointing how your product/feature can fill that need, and offering to help them come up with the solutions that will benefit them.

37. Up Selling • WHY UPSELL? • Enables customers to save money! • Lowers customer’s aggravation because you have fulfilled their needs. • Lowers number of return calls to you – Buyers Remorse. • It’s FUN competition!

38. Up Selling 3 Biggest mistakes in Up-Selling No attempt is made to up-sell. The Rep. comes across being too “pushy”. The up-selling is made in an unconvincing manner.

39. Up Selling DON’T be scared to UP Sell ! • Fear of losing the core sale • Fear of being pushy • Lack of product knowledge • Lazy selling habits ALWAYS up-sell features and accessories!

40. Selling Process Overcome Objections STEP 4

41. Overcoming Objection Every sale has five basic obstacles: • no need • no money • no hurry • no desire • no trust

42. Overcoming Objection Get back on the horse! • Determine why they really didn’t buy. Key is to get your customer to speak openly with you. Many customers feel that they need use a generic reason like “high price” to disguise the truth in order to avoid hurting your feelings. • Do your homework How your service rates on a side by side comparison. How will utilizing your service help alleviate their issues? • Get their attention Be creative and determine a specific advantage that your product will provide them. There are dozens of benefits that you could promote – your job is to uncover the ONE that will get your customer speaking with you again. • Become more than a salesperson – Become a resource. Offer to give them a tutorial on the phone before they leave. Determine how you can be beneficial to them above and beyond the product you’re selling. • Stop selling products and start selling service. Always remember the customer experience! This is not only how you will win customers but this is also how you will keep them!

43. Overcoming Objection Standard Objection Protocol • Listen – hear WHY they are refusing to purchase • Empathize – “I understand your reasoning for not purchasing a text package” • Clarify – “Based on our discussion though you told me that your daughter was sending more SMS right?” • Justify – “Purchasing an unlimited bundle of SMS for only $15 will ensure you never get another surprise bill like you did with USC again.” • Encourage – Appeal to their emotions. “I am sure that your daughter will love you more if you allow her to keep texting instead of taking away her phone after she sends her 100 text in a given month.”

44. Selling Process Closing STEP 5

45. Closing Closing is NOT an event it’s a Process! Closing is the process of helping people make decisions that are good for them.

46. Closing Why should we close? When should we close? Who should we close?

47. Closing How do we close? Closing Techniques Affordable Close - ensuring people can afford what you are selling. Assumptive Close - acting as if they are ready to decide. Best-time Close - emphasize how now is the best time to buy. Cost of Ownership Close - compare cost over time with competitors. Humor Close - relax them with humor. Testimonial Close - use a happy customer to convince the new customer.

48. Closing Test “Trial” Close Check the temperature – Ask questions that assumethey have already bought the product. “It looks like you really like the Curve – do you like it better than the HTC?” “Would you prefer the 1000 text or the Unlimited text package?” “Would you want a bluetooth headset with your new Razr?”

49. Closing What do you do after asking a closing question? “BE QUIET!”

50. Closing Buying signs: Verbal Signs Visual Signs