Stride Playbook

TALENT TRANSFORMATION
SALES PLAYBOOK
MODULE 1 & 2
NAME LEADER
© Saffron Global Corp, 2019. All rights reserved. All the information in this course material is
confidential. Participants shall refrain from copying, distributing, misusing and/or disclosing any content
to any third party under any circumstance whatsoever.
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MODULE- 1 [Basics of Sales and Marketing]

5 Day Training and Evaluation
Start Date Evaluation Date
Topics Page No Date Competency Level
S.No Induction Day-0 1 2 3 4 5
1 Introduction 6
2 ThinkBIG 7
3 SGC Organization - The Parent Company 8
4 Introduction To Our Business 9
5 Core Values Of Our Business 10
6 Expectations And Code Of Conduct 11
7 Hard Skills And Soft Skills 15
8 Learning Style - Self Assessment Questionnaire 16
9 Introduction To Sales 17
10 Five Steps Sales Process 20
11 Sales Training Program 22
Day-1
12 Dealing With Different Situations And People 26
13.1 Law Of Averages 26
13.2 Using A Territory Management Sheet Effectively 27
13.3 Positivity Triangle 27
13.4 Impulse Factor - Greed 28
13.5 Impulse Factor - The Jones Theory 28
14.1 Eight Steps - Have A Positive Attitude 29
14.2 Eight Steps - Maintain Your Positive Attitude 29
Day-2
15.1 Impulse Factor - Fear Of Loss 32
15.2 Impulse Factor - Sense Of Urgency 32
16.1 Eight Steps - Work Your Territory 33
16.2 Eight Steps - Work 100% 33
Day-3
17.1 Impulse Factor - Indifference 36
18.1 Eight Steps - Be On Time 36
18.2 Eight Steps - Be Prepared 37
19.1 Objection Handling - Initial Level Objections 37
19.2 Objection Handling - Model 1 & Model 2 38
19.3 Objection Handling - Secondary Level Objections 39
Day-4
20.1 Eight Steps - Know Why You're Here And Where You're Going 42
20.2 Eight Steps - Take Control 42
21 Three Common Types Of Days 43
21.1 Do's And Don’t's On The Field 43
22 G.R.A.S.P. – 5 Qualities Of Successful Leaders 44
23 10 Stages Of Career Progression 45
Day-5
24.1 Understanding The Sales Process - Why People Buy 49
24.2 Components Of A Sales Pitch 50
The BA needs to learn and apply all the topics listed above and will be evaluated by the Crew Leader or AO. Successful
completion of this module will mark the end of probation and the BA will be officially inducted into the company.
Good Luck!
CREW LEADER/AO SIGN OFF OWNER SIGN OFF

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MODULE- 2 [Advanced Sales and Marketing]

Development into a Sales Trainer or Leader
Start Date Evaluation Date
Topics Page No Date Competency Level
S.No Week-2 1 2 3 4 5
25.1 Goal Setting - Starting To Set Personal Goals 55
25.2 Goal Setting - Setting Lifetime Goals 55
25.3 Goal Setting - Setting Smaller Goals 56
25.4 Goal Setting - Staying On Course - S.M.A.R.T Goals 56
26 Personal Budgeting 57
27 The Impulse Curve 58
28 Relationship Building With Customers 59
29 Features Vs Benefits 60
30 Customer Buying Signs 61
31 Effective Questioning Skills 62
Week-3
32 Effective Territory Planning And Maximizing The Territory 67
33 Going The Extra Mile 68
34 Stepping Out Of Comfort Zones 69
Week-4
35 FIVE Types Of Closes 73
36 Field Evaluation Sheet 74
37 Situations And Solutions 75
Week 1 Week 2
1. Introduction to our business and systems. 1. Refining your pitch.
2. Industry training and product knowledge. 2. Working independently on the field.
3. Sales training. 3. Working in different segments.
4. Practical observation and application on field. 4. Achieving leadership criteria and preparing
5. Ability to follow the leader. for promotion.
6. Ability to speak to customers and doing 5. Learning advanced sales skills.
presentations.
7. Learning basic sales skills.
Week 3
1. Developing into a leadership role. Week 4
2. Applying advanced sales skills. 1. Personal plan and team development plan.
3. Learning basic training methods. 2. Mentality and mechanics of training.
4. Beginning to coach new BA’s 3. Career mapping.
5. Territory management. 4. Goal setting.
6. Working on a roadtrip. 5. Monthly performance evaluations.
The BA will be evaluated by the Crew Leader or Assistant Owner on a scale of 1-5.
Module 2 needs to be completed within 3 weeks.
Advantage Certificate will be awarded on successful completion of Module 1 and 2.
Please maintain a fair notebook for the training.
CREW LEADER/AO SIGN OFF OWNER SIGN OFF

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DAY-1 DAY-2 DAY-3 DAY-4 DAY-5

Date: Date: Date: Date: Date:
Day: Day: Day: Day: Day:
Contacts: Contacts: Contacts: Contacts: Contacts:
Presentations: Presentations: Presentations: Presentations: Presentations:
Deals: Deals: Deals: Deals: Deals:
Trainer: Trainer: Trainer: Trainer: Trainer:





Terms & Conditions:

It’s your responsibility to fill this sheet everyday.
You will receive your certificate of leadership only if this sheet is complete along with fulfilling other criteria.
If you are absent for more than 2 days, the certificate will be withheld.
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This is a highly interactive and exciting one-month program to help you learn
the Mentality and Mechanics of Sales and Marketing and to develop skills
that will not only help you master sales but also develop the ability to teach
and train others. It also teaches you important concepts like goal setting to
help in your transition from having an employee mindset to an entrepreneurial
mindset.
Objectives of this book:
1.To improve your communication, interpersonal and people skills.
2.To develop your sales skills.
A LEARNING CURVE
3.To improve your teaching and training skills. IS ESSENTIAL TO
4.To improve your leadership ability.
5.To develop independent decision-making ability. Growth
6.To improve your work ethic.
7.To develop a positive outlook towards work and your life.
The following question takes you a level deeper into analysing yourself and would
require some 'out of the box’ thinking. Remember, there is no right or wrong answer
so be honest to yourself and be creative while responding.
What five skills you would like to improve in yourself?
_________________________________________________________________________________________
If a genie were to grant you one wish and you knew that it would definitely come true, what
would you wish for?
________________________________________________________________________________________
________________________________________________________________________________________
If you won Rs.1 crore in a competition, tomorrow, how would you change the way you are
living right now?
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
SWOT Analysis List your Top-5 personal and career goals

you want to achieve in the next 12 months
Strengths Weaknesses
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OUR OUR
MISSION VISION
is to provide fast track is to develop 100
career growth opportunities Entrepreneurs who can run
for our people through independent companies
on-going training, mentoring within our organization
and support. globally by 2022.
SAFFRON GLOBAL CORP was established in 2005 in Sydney, Australia.

We are a leading Sales and Marketing company specialising in face-to-face
marketing. We provide marketing services to national and international
clients from various market segments including fundraising,
telecommunications, banking and financial services.
Saffron Global Corp was founded with a team of 5 people from a small office in Australia, then
moved to Asia mentoring young entrepreneurs in Malaysia and The Philippines. Today, we are
well-established with a team of over 600 people across the network.
India is one of the fastest growing major economies in the world and we have BIG plans for our
business here. We are expanding the entrepreneurial opportunity into different cities across
India. Potential cities of growth are Bangalore, Chennai, Raipur, Bhubaneswar, Nagpur, Pune,
Warangal, Vishakhapatnam and Vijayawada, to name a few.
Rama Samudrala
Organization Head
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Stride Incorporation a Fast Growing Startup was established in January

2019 by dynamic and young entrepreneur Ashok Surapally.
Stride Incorporation is a part of SGC-International, one of India's most

progressive sales and marketing companies.
We deal with a wide range of products and services in industries like

banking & financial services, telecommunication, pay tv and insurance.
We work closely with our clients to develop comprehensive sales driven

campaigns and deliver hundreds of new customers to them on a daily
basis. With our tried and tested, foolproof sales methodologies we help
our clients grow and develop their business.
We are expanding our business into different cities across India and are
looking for ambitious, entrepreneurial minded individuals to join our team
for a guided journey from sales and marketing to an entrepreneurial role,
running independent associate offices or business units.
Come be a part of this journey and create a success story for yourself
and others.
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Core values are the pillars and

foundation of our business. They
represent what we as a business believe
in and stand for. We want all our team
members to understand and abide by
them for as long as they are a part of
this company.
EVERYONE AN TAKE CARE OF

ENTREPRENEUR EACH OTHER
SMALL
EXPERENTIAL
CONTINUOUS
LEARNING
IMPROVEMENTS
PERFORMANCE FUN@WORK
OVER SENIORITY
OPEN BOOK WE ARE INDIA’S

MANAGEMENT FUTURE
PEOPLE
DEVELOPING NEVER EVER
PEOPLE GIVE UP
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As an organization we believe in giving an equal opportunity for all our Business Associates to
learn and develop. As you are aware that your growth is totally in your control and depends on
your performance in the days and months to come, listed below are certain behavioural
expectations and code of conduct that will help you perform well and deliver results.
1. Time Management and Punctuality 2. A Positive Attitude & Behaviour

3. Willingness to Learn or Student Mentality 4. A good dressing sense – Dress for Success
5. Professionalism 6. Initiative and Decision Making
1. Respecting each other; At SGC, we strive to provide a work environment free of

discrimination and harassment. Do not discriminate or allow harassment on the basis of race,
colour, religion, disability, gender, national origin, sexual orientation or any other legally
protected status.
2. Co-Worker Relationships; Romantic relationships between co-workers can create a conflict of
interest. This is an absolute No-No.
3. Obey the Law: Never give a wrong commitment to the customer
4. Ensure Financial Integrity and Responsibility: Never collect cash from the customer
5. Performance: You must always keep high standards of performance.
Office Training LOA

8-10 am 11am-5pm
Daily Review
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The dress code policy is designed to help us all provide a consistent professional appearance to
our customers and colleagues. Our appearance reflects on ourselves and the company. The goal is
to be sure that we maintain a positive appearance and not to offend customers, clients, or
colleagues.
• All MIT’s are expected to dress in formal business everyday unless specified otherwise.
• All MIT’s must always present a clean, professional appearance. Everyone is expected to be
well-groomed, shaven and wear clean clothing, free of holes, tears, or other signs of wear.
• Clothing with offensive or inappropriate designs or stamps are not allowed.
• Clothing should not be too revealing.
IT’S YOUR OFFICE

KEEP IT CLEAN
• You will be spending most of your time in the office and you could be running your business from
here in the future. Keep it clean.
• Don’t leave rubbish, papers, food etc. lying around.
• If you find any rubbish pick it up and throw it in the dustbin.
• Organize the chairs and stools before you leave the cabins.
• Don’t scribble on the furniture.
• Don’t leave your bag and personal stuff lying around.
• Turn of all fan’s and AC’s when not in use.
• Educate your fellow MIT’s and new joinees on the importance of cleanliness.
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Contact List
Name Mobile E-mail
Owner
Crew
Leader
Leader
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Hard skills are teachable abilities or skill sets that are easy to quantify. Typically, you'll learn
hard skills in the classroom, through books or other training materials.
Examples of hard skills include:
 A degree or certificate
 Product Knowledge / Information about the client
 Sales Systems Theory
Soft skills, on the other hand, are subjective skills that are much harder to quantify. Also known
as "people skills" or "interpersonal skills," soft skills are the way you relate to and interact with
other people.
Examples of soft skills include:
 Communication  Persuasion
 Flexibility  Problem Solving Abilities &

Handling Challenges
HARD
 Leadership  Teamwork SKILLS
SOFT
 Motivation  Time Management
SKILLS
 Patience  Work Ethic
 Public Speaking  Positive Attitude
In order to be successful in this role you need to get the balance between developing both your
hard and soft skills. Your training manuals and all the information and systems in it are the hard
skills you need to know or learn.
Once you have learnt the concepts theoretically you also need to implement them on a daily basis
and work on improving those skills over a period of time.
Remember every day is a new day and we learn something new every day. All you got to do is have
the right mindset and be open to this learning and information. Never pre-judge anybody – as a
new-joinee you will get to learn a lot of new things from your trainers but you also learn
something from everyone you meet. You just need to learn to filter the good from the bad and be
open to learning.
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What is your preferred learning style?

For each of the following questions select the most appropriate response. Be honest!
Circle or tick the answer that most represents how you generally behave. Please count the total score.
A B C
1 When operating new equipment for Read instructions Listen to explanation Have a go
the first time I prefer to
2 When seeking travel directions I Look at a map Ask for spoken directions Follow your nose &
maybe use a compass
3 When cooking a new dish I Follow a recipe Call a friend for an Follow your instinct,
explanation tasting as you cook
4 To teach someone something I Write instructions Explain verbally Demonstrate and let
them have a go
5 I usually tend to say I see what you mean I hear what you are saying I know how you feel
6 I usually tend to say Show me Tell me Let me try
7 I usually tend to say Watch how I do it Listen to me You have a go
8 When complaining about faulty goods Write a letter Phone Send or take it back to
I tend to the store
9 I prefer these leisure activities Museums and galleries Music and conversations Playing sport or DIY
10 When buying gifts I Books Music Tools and gadgets
11 When shopping generally I tend to Look and imagine Discuss with the shop staff Try on and test
12 When choosing a holiday I Read the brochures Listen to recommendations Imagine the experience
13 When choosing a new car I Read the reviews Discuss with friends Test drive what you
fancy
Score:
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Sales is one of the most highly paid and most in demand skill across industries.
“No one can learn sales from a book”
This the book is to help people in the direct sales and marketing industry, which is one of the few
industries wherein everyone has to start from the bottom and learn. Unless you have been out
there dealing with prospective customers, learning how to turn negatives, dealing with rejections
and closing deals, you cannot really know what it is like. It is a bit like driving, you can study as
much as you like in the classroom but you don't really start learning until you are behind the
steering wheel.
Most successful business and sales teams are led by people who have a real understanding of
direct sales. Good sales managers do not mean that they are necessarily great sales people, like
football managers are not always great footballers.
Staring out in direct sales can really be quite daunting, but the benefits of what you learn are
something you can take with you no matter what you do in life. Much of the skills you will develop
from direct sales help you develop some of the following skills:
1. Confidence 10. Problem solving

2. Public speaking 11. Teamwork
3. Developing a positive attitude 12. Time Management
4. Goal setting 13. Persuasion
5. Taking control 14. Patience
6. Relating to people 15. Self-Motivation
7. Handling challenging situations 16. Leadership
8. Good work ethics 17. Work ethic
9. Leading from the front
We will help you, advice practical suggestions and guide you to develop your skills. The one thing
you need to remember when in case you feel lonely that there are 100's of other people doing
exactly what you are, right now. Some will be having a great day, others will be having a bad day
and others quitting.
We will give you the tools to help you along the road, but you have to pick them up and use them.
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Here are a few more tips to help you in your journey with us!
1. Have a learning mentality, this might be a new industry for you so be open to learning from
different people.
2. Strive to improve constantly, every day is a new day.
3. Field is a mother; it teaches you many things. Understand that every customer and every
situation good or bad is a learning experience. Tough situations and customers are better
teachers.
4. Don't run after sales, follow the systems and LOA, you will definitely get results.
5. Your trainer is there to help you and guide you so learn from them. But don't depend on them
for sales and become a burden.
6. Be wary of negative people on field and in office. Avoid them as they will drain your energy and
enthusiasm.
7. Respect time and always be on time.
8. When on field, always take initiative in dealing with customers.
9. Smile: Always carry a smile on your face. It’s free. If you face a challenge in the office,
discuss it with your owner directly.
10. This is your office, keep it clean and tidy. If you find any rubbish, please pick it up and drop it
in the bin.
What it takes to be successful in the sales and marketing industry

1. You need a desire to succeed.
2. You need to have an understanding nature.
3. You need to have a positive outlook towards life.
4. You need to be hardworking.
5. You need the maturity to overcome challenges.
6. You need to make decisions for yourself.
7. You need to keep learning and improving.
8. You need to take pride in your work
9. You need to be internally motivated.
10. You need to be a problem solver not a problem announcer.
11. You need to have a never give up attitude.
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Refer to the poster in office, discuss them with your trainer and note down the points
in the boxes provided above.
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There are 5 steps to a good sales pitch. These 5 steps can be used, not only in a sales pitch, but in any
conversation. The steps allow you to stay in control of the conversation without being pushy or aggressive.
Use these five steps when you’re interacting with customers, you will be amazed at the results.
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Fill in the blank cells with the respective Step, Phase or Tip. Explain to your
trainer the use of each step
Step Phase Tip

Introduction
Desire and Decision
Build Interest G.I.F.T.S
Rehash
Close Tone of voice and take control
10.1 S.E.E (Smile, Eye Contact, Enthusiasm)

Definitely not rocket science but this, 100%, has a huge effect on how people
react to
you. Ensure this is done with everyone.
SMILE: May sound obvious but customers will feel happier to talk to someone
with a smile on their face. There is a huge difference between a genuine smile
and a forced, fake grin. A smile shows that you are friendly, approachable and
confident.
EYE CONTACT: Good eye contact says a lot about a person. It shows you have
confidence in what you are talking about, but more importantly it builds trust
and exudes honesty, if your eye contact wavers you look nervous or ‘shadey’.
ENTHUSIASM: ‘The definition of a sale is the transfer of enthusiasm from

one person to the next’. If you show lack of enthusiasm for what you’re doing
and the product that you are selling/representing then you cannot expect the
customer to be enthusiastic towards buying it.
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10.2 Importance of SMILE
1. Smile shows friendship. Greet everyone with a smile when you enter the office.
2. Smile improves your day.
3. Smile changes your mood.
4. Smile helps you stay positive.
5. Smile helps you make new friends.
6. Smile leaves favorable impressions.
7. Smile makes you look happy, confident and self-assured.
8. Smile makes other people happy.
9. Smile can increase your chances of success.
10. Smile looks better than a frown.
10.3 K.I.S.S vs K.I.L.L

The KISS (Keep it short and simple) principle highlights the fact the simplicity
is key to pass a message and to go straight to the point. It also says that
unnecessary complexity should be avoided.
Do not KILL (keep it long and lengthy) as your customers are busy working
people and you will lose their interest if you take too long to convey your
message. It might seem like you are making up a story or trying to convince
them.
• WHERE • WHAT
TARGET
PRODUCT
MARKET
CUSTOMER
SKILLS
BEHAVIOR
• WHO • HOW
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You have successfully completed your Day-0 Training or Induction. Please note that this
course and the notes you’ve taken will serve as the base of all your learnings which you must
apply for your personal and professional growth.
Recap your learning on each of the points listed below
Time Management and

Punctuality
Positive Attitude
Soft Skills
5 Steps
S.E.E
K.I.S.S vs K.I.L.L
Body Language
Dressing Sense
Complete the sentence below in your own thoughts and words.

From today’s session the most beneficial thing I learnt is _________________________________
_________________________________________. I believe I can be successful because_________
____________________________________________________________________________________.
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1. Write about your experience of today’s training session
2. How will sales experience help you improve your skills?
3. Why should you be enthusiastic when interacting with customers?
4. Give suggestions on how we can make this training session better for future batches
5. What are the 5 Codes of Conduct?

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Your experience on the field can be broadly categorized into two types positive and negative.
Positive Situations Negative Situations
No talent needed Need talent

No skills needed Need skill
No learnings Lots of learning
Makes you feel good Need positive attitude
You’re response should be SMILE and say Thank you!
13.1 Law of Averages

The principle behind the Law of Averages (L.O.A) is that the more people we present to, the
more chance we have of securing a sale. This principle only applies when you are doing the right
things in your sales presentation!
How many people would sign-up to a representative who had a ripped shirt and gave the customer
no eye-contact? Even speaking to 100 prospects, it’s unlikely the representative will secure any
sales because his presentation is flawed. (He then loses faith in the ‘Laws of Averages’!).
To use the Law of Averages to your sales advantage, you need to practice your
L.O.A
sales presentation with a range of people in the office, and then refine it further
50:15:2
each day.
Each person develops his or her own personal Law of Averages to work with. For example, over
time, you might discover that you successfully sell to one out of every 10 people you meet. That
means that if you want to make 5 distinct sales, you need to pitch right around 50 people.
Write 5 examples of ‘Law of Averages’ that can be applied in your daily life.
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Magic Number
MAGIC NUMBER = PRESENTATIONS

X 6 DAYS
DEALS
What's your Magic Number?
13.2 Using a Territory Management Sheet Effectively

The territory management or Law of Averages sheet is designed so that one can maintain a record of the
number of contacts they make, the number of people they present the product to and the number of sales
closed. It also allows one to make a note of the contact details of customers who showed initial interest
but had to back out due to various reasons.
Having and managing this data efficiently over a period of time will give you your personal Law of
Averages or Magic Number and also helps you save data of customers and with some smart work and
contacting these customers at your leisure you can increase your sales averages.
Here’s what your Territory Management Sheet looks like, use this on a daily basis and report your
numbers to the leader and owner:
13.3 Positivity Triangle

Our thoughts and the way we think define who we are, how we feel and ultimately the experiences we have
in life. Never underestimate the power of mental practice. It really isn’t rocket science, when we think
positive thoughts we create positive outcomes for ourselves and others.
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13.4 Impulse Factors: Greed

An IMPULSE is a sudden strong urge or desire to act.
Most people busing decisions are based on emotions rather than logic. In a sales process, you
need to raise their level of interest at a psychological level, talking of savings is not enough to
make a sale. There are five main factors you can use to create impulse that cause people to buy.
Greed Everyone want to save money and they want to save more
than the next person. The urge of saving money makes
people greedy. Everyone wants to have more for less, it is a
Indifference natural instinct.
The greed factor can be easily triggered by proposing a
Fear of Loss discounted price.

You have to convince people the price they are paying is
lower than the real value of your product.
The Jones Theory Examples:

• Emphasize saving
• Promote free stuff
Sense of Urgency • For ordering today I can give you a coupon for your first
purchase.
Write a list of GREED based impulse factors that you can use with your
product.
13.5 Impulse Factors: The Jones Theory/The Sheep Factor
Greed Have you heard the saying: "Keeping up with the Jones’ "?
It is so true, nobody wants to be the first person to buy,
Indifference
that’s called venturing into the unknown.
Once the person you are talking to notices that “everyone
else is doing the same thing”, they will be more impulsed
Fear of Loss
and inclined to buy. It gives a sense of safety and trust
about the product.
When you make a sale, record the customers name and
The Jones Theory

address on a sales sheet. Show the list of the customers
names who bought from you. Show customer testimonials.
Examples:
"Mr/Ms. So and so have bought the product..."
Sense of Urgency "Here are a list of customers who bought from me and
they are reaping the benefits"
Write a list of THE JONES THEORY based impulse factors that you can use
with your product.
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14.1 Eight Steps to Success: Have a Positive Attitude

Have a Positive Attitude Your attitude is the way that you perceive things - your
outlook towards events, people and situations.
ATTITUDE is the word that you will hear all the time in
Maintain your Positive Attitude
the office, and it is a word that you must understand in
order to achieve success in the field and with team
Be on Time building.
It is important that you approach every person as if they
Be Prepared are definitely going to be a sale, because people pick up and
are attracted to positivity. Likewise, your customers will
Work Your Territory Correctly notice if your spirit is low. Learning to control your
attitude will be the most important thing you will have to
do as in a way it will be an achievement that reaps the most
Work 100% rewards.
Know Why You’re Here and Where Do not let other people dictate your day or future.
You’re Going Never let your sales determine your attitude but your
attitude determines your sales.
Take Control
“ATTITUDE is like a Magnet, what you think is what you attract”
14.2 Eight Steps to Success: Maintain your Positive Attitude

It's not enough to have a Positive Attitude but you need to
be able to main that positivity through out the day.
Have a Positive Attitude During the day, you will face positive as well as negative
people and situations. You cannot let outside situations or
Maintain your Positive Attitude people dictate your attitude.
Your maturity in controlling and protecting your
Be on Time positive attitude will determine your success in sales as
well as life.
Be Prepared Here are a few tips to safeguard your attitude:
• Surround yourself with positive people.
• Talk to those who have positive attitude.
Work Your Territory Correctly • Take a small break.
• Use challenges to improve your skills.
Work 100% • Don't take yourself so seriously.
• Have personal goals.
Know Why You’re Here and Where • Look to long-term instead of short-term.
You’re Going • Stop complaining
• Control your language
Take Control • Say "thank you" more frequently
• Breathe deeply and Laugh
Write things you can do to maintain your attitude.

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Day 1 Review
1. Write your day’s experience.
2. What are your 3-major learning’s of the day?

a)
b)
c)
3. Did you come across any rude customers? If YES, how did you handle the situation?
4. What SKILLS do you require to get the ATTENTION of the customer?
5. What is the importance of S.E.E principle in your pitch?
6. What is the importance of ‘Law of Averages’?
7. What did you learn from your trainer today?
Leaders Feedback and Areas of Improvement

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15.1 Impulse Factors: Fear of Loss
Greed
This is where you convince the customer that they need to
act. You have to communicate what they are missing out
and what they are losing.
Indifference
Its Now or Never.
Scarcity has the power to eliminate procrastination.
Fear of Loss
People always want what they cannot have. The more
something is running out, the more people want it. Nobody
wants to miss out on a good deal. Your promotion must be a
limited time offer.
The Jones Theory Examples:
• This offer is only for limited period of time.
• We are selecting only 5 people
Sense of Urgency • I only have 2 forms left
• This offer closes today.
Write a list of FEAR OF LOSS based impulse factors that you can use with
your product.
15.2 Impulse Factors: Sense of Urgency
Greed
It's the Now or Never concept.
You must create an urgency to buy today. People will buy on
impulse, only if you can get them excited about your
Indifference
promotion. Sense of Urgency and Fear of Loss, go hand in
hand.
When you are doing your presentation don't talk as if you
have all the time in the world, have an urgency in your tone
Fear of Loss of voice and use your body language appropriately.
Triggering urgency will avoid all the overthinking and make
buyers act out of impulse.
The Jones Theory Example:
• Today is the last day we will be offering this promotion in
this area!
Sense of Urgency • I'm not in this area tomorrow.
• The process will take just a few minutes.
• All I need from you is _______ to get started. Its quick
and easy.
Write a list of SENSE OF URGENCY based impulse factors that you can use
with your product.
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16.1 Eight Steps to Success: Work Your Territory Correctly
Have a Positive Attitude There is no point in jumping from street to street, or

missing offices or businesses. You have to systematically
cover your territory so you talk to everyone. That's the
Maintain your Positive Attitude only way to get the “law of averages” working for you.
In order to maximise your earning potential, you have to
Be on Time talk to everyone in your Territory. Before you start
approaching customers, you must decide where you want to
Be Prepared start. You want to choose a route that will bring you back to
where you started.
The reason for taking a circular route is simple; you are
Work Your Territory Correctly going to go around the route 2 or 3 times until you have
talked to everyone. Sometimes you may end up approaching
Work 100% the same offices until you find qualified customers. By using
this method, you will talk to everyone in your Territory.
Know Why You’re Here and Where
You’re Going At first, your Law of Averages should be around 1 in 10
depending on what you are selling. With practice you can get
Take Control it as high as 1 in 5.
16.2 Eight Steps to Success: Work 100%
Have a Positive Attitude If you really want to maximise your earning potential, you
owe it to yourself to put in 100% effort.
Maintain your Positive Attitude It's not just how many hours you put into your day, it's the
amount of effort you put into each hour of the day.
Avoid any activity that might effect your efficiency on the
Be on Time field and distract you from giving 100%.
Avoid any time wasters.
Be Prepared Break your day into 1 hour blocks and set a presentation
goal for each hour. This way, you will be able to maximize
Work Your Territory Correctly your time on the field.
By working smarter not harder one can get more work done
in less time. 100% efforts are counted by the highest level
Work 100% of performance.
Know Why You’re Here and Where 99% Effort = 0% Result
You’re Going
100% Effort = 100% Result
Take Control
Write things you can do to manage Write things you can do to give your 100%
your territory effectively. everyday and avoid distractions.
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Day 2 Review
1. Describe your day’s experience. What is the major improvement during your days training?
2. Did you face any challenges during the day? How did you handle it?
3. What SKILLS do you require to create INTEREST in the customer?
4. What feedback did your trainer give you today to improve your presentation?
5. Take 3 tips from a top performing highroller.
6. What are the 3 things you learnt from your trainer today?

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17.1 Impulse Factors: Indifference
Greed Never appear desperate for a sale, if you do, your

customer become skeptical, and will not buy.
Don't get attached. Your here to help the customer not
Indifference just to sell them stuff. Don't be pushy or desperate. Some
will buy and some won't, so you don't have to beg for a
sale.
Fear of Loss This is one of the hardest factors to master. Be careful
with this one, if you are too indifferent you can loose a
sale. It just takes a little practice.
The Jones Theory Example:

"It's up to you whether you get one today or not, but I’ve
Sense of Urgency only got a few left and they are going like hot cakes"
Write a list of INDIFFERENCE based impulse factors that you can use with
your product.
18.1 Eight Steps to Success: Be on Time
Have a Positive Attitude

There is no good reason for being late for anything! Time is
money, and it's your money we're talking about. Your
Maintain your Positive Attitude success is dependent on your ability to manage your time
effectively.
Be on Time In a day you get 4 to 5 effective field hours, you need to
manage your time so you can maximize your days potential
Be Prepared and your income.
Be aware of the “time wasters” to avoid any interruptions
during your work hours.
Work Your Territory Correctly
Work 100%
You’re Going
Take Control
Write a list of Do’s and Don'ts to manage your time effectively.

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18.2 Eight Steps to Success: Be Prepared
You need to set the right tone for the day by being
Have a Positive Attitude prepared both mentally and physically. Always start your
day with a positive mental attitude and approach towards
Maintain your Positive Attitude the day. Visualizing and expecting positive results from the
beginning will help you achieve them. Write down your sales
Be on Time and presentation goals before you start your day.
Plan your territory in advance and make sure you have
everything you need before you start work. That includes
Be Prepared your folder, LOA sheets, pitch cards, extra pens and
paper, good walking shoes, water bottle, enough food or
Work Your Territory Correctly fruits, an umbrella if needed. Most importantly, your
Identification Card. You also want to ensure you have
enough sales material and products, you can never sell too
Work 100%
much!
You’re Going
Take Control
Write a list of things you need to Write things you can do to prepare your
do in order to be physically mindset to have a great day.
prepared for the day.
When a customer raises an objection, or asks a question during presentation, it’s not a negative but a
positive. It’s a sign of interest on the part of the customer. He / she has some doubts they would
like to clarify.
19.1 Initial Level Customer Objections
Write the appropriate solutions or answers when you get the below objections.
Objection Solution
I am Busy.
What is it about? Why are you here? Regarding what?
What are you selling?
Not Interested.
Concerned person is not here.

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19.2 Objection Handling Models
You can use the following types of Objection Handling Models to turn the customers around.
Model – 1:
Objection
Listen &
Re-close
Understand
Re-impulse
(GIFTS)
• Listen to the customer attentively without interrupting.

• Then understand what they want.
• Tell them, other customers had similar doubts.
• Tell them how they can save money using this product. (G.I.F.T.S)
• Re-Close the customer by putting pen to paper.
Model – 2:
• When a customer raises an objection show that you care and use the following phrases to
handle it effectively
• I understand how you feel
• I spoke to some customers who also felt the same way
• What they found after using this card is that they can save money. It’s a smart decision.
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19.3 Secondary Level Objections
Write the appropriate solutions or answers when you get the below objections. Write the best
solution you can provide.
Objection 1: I don’t use credit cards
Answer:
Objection 2: I’m happy with my credit card (or) I have too many credit cards
Answer:
Objection 3: I had bad experiences with your bank (or) I don’t trust private banks
Answer:
Objection 4: Can you come back later; I will get all documents ready
Answer:
Objection 5: I need some time to think about it (or) I need to discuss with Family.(or) I
will ask my Colleagues.
Answer:
Objection 6: Charges are high on Credit Cards (or) Interest charges are high
Answer:
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Day 3 Review
1. Write your day’s experience.
2. Why should we use a PITCH CARD to explain about the product?
3. What KYC documents can we collect from the customer?
4. Why should you not tamper with or manipulate any of the customers documents?
5. Did you face any major challenges during your time on the field today? How did you handle
them?
6. How will your training from Day-0 to Day-3 help you become a better trainer?

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20.1 Eight Steps to Success: Know Why You’re Here and Where You’re Going
Be on Time If you want to have a successful career, you need to have a

clarity about WHAT you want and WHY you want it.
Be Prepared Its important to know where you want to end up in your
career with the company and how achieving these career
Work Your Territory Correctly goals are going to help you in your personal life too.
When you set goals, it will give you clarity about your future
direction of your life and you can focus on achieving them.
Work 100% Bigger the goals you set, bigger will be your motivation to
Know Why You’re Here and Where work harder.
Write your goals down and look at them every day as a
You’re Going reminder. You can set goals for various aspects of your life
Take Control professional growth, travel, money, health, family, learning
etc.
20.2 Eight Steps to Success: Take Control
Be on Time
Be Prepared As you are aware that in your journey you will go through
highs and lows. You will face various hurdles, roadblocks
and challenges along the way.
Work Your Territory Correctly You cannot let others determine the direction of your
career and life. You cannot your customers determine your
Work 100% day.
You need to be in control of your EMOTIONS .
Know Why You’re Here and Where You need to be in control of your ATTITUDE.
You’re Going You need to be in control of your BEHAVIOR.
You need to be in control of your GROWTH.
Take Control You need to be in control of your LIFE.
What are some of the challenges you foresee that might stop you from achieving
your goals? How will you deal with them?
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DAY #1: Fast Morning – Slow Afternoon

On this day you will make sales early. This is the easiest day. You
have an indifferent attitude when pitching customers and will
continue to make sales as the day progresses because you are more
confident.
DAY #2: Consistent Sales All Day
This Day is also easy, because every for 10-15 people you make a
sale, the results during the day are more consistent.
DAY #3: Slow Morning – Fast Afternoon
This is the day that makes or breaks you. You get 2 – 3 hours of
people saying NO. You start to question your area, product and
ability, everybody as days like this. This is where you must learn to
keep your attitude so you can find sales in the afternoon. You will
make sales towards the end, due to the LOA and sense of urgency.
Recognize what day you are having and simply work the system. ALWAYS!!!
Tick the right option(s) – what you should do when faced with each type of day
DAY #1: Fast Morning – Slow Afternoon

Leave the field and go back to office.
Try to maximise on the good start for the day.
Take it easy in the second half
Use the sales as Sheep Factors and go for more deals
DAY #2: Consistent Sales All Day

Leave the field halfway through the day and go back to office.
Try to maximise on the good start for the day.
Take it easy in the second half.
DAY #3: Slow Morning – Fast Afternoon

Leave the field and go back to office.
Believe in LOA and maintain positive attitude.
Accept it as a bad day and walk around demotivated.
Show poor attitude and spoil other MIT's day.
21.1 Do’s And Don’t’s On The Field
Do’s Dont’s
 Hit the field early  Don’t waste time in office after the main
 Take small breaks during the day meeting
 Start the field at the place you left off the  Don’t talk or share negative stories
day before  Don’t take personal calls on the field
 Work with lots of enthusiasm and a positive  Don’t use social media during work hours
mindset  Don’t waste time with negative customers
 Have a positive influence on other team  Don’t lose your attitude
members  Don’t leave the field without hitting your
 Stick to LOA and SYSTEM presentation goal
 Learn from top performers  Don’t give excuses for poor performance
 Carry a smile wherever you go  Don’t copy poor examples
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GET ALONG WITH THE RIGHT PEOPLE:

The people you interact with will have a direct influence on your behavior and the results you
produce. So be wise in choosing the people you surround your self with.
If you spend time with top performers, the chances of you becoming one is high. You are here
to learn and build a career for yourself not to make friends. Learn from the top performers in
sales & team building and imbibe their best qualities and behaviors in yourself.
Write relatable examples about this behavior:
RESPONSIBLE & RELIABLE:

Being Responsible is taking ownership of your actions and behaviors. It's your responsibility to
follow the right work ethic and the systems.
Being Reliable is being dependable; your leader, owner and your team must be able to rely on
you.
Write 3 ways to take Responsibility and 3 ways to be Reliable.
ACCOUNTABLE
Accountability is taking ownership of the results. You are accountable for achieving your goals.
Don't blame the territory, product or customers when you don't get the results your desire
instead look into yourself and identify the areas of improvement.
You and you alone own the result. If you do well ,it's because you; if you don't do well, its
because if you.
Write 3 ways to make yourself Accountable.
SYSTEMS
Systems help you learn faster and make your work easier.
You don't need to reinvent the wheel, simple copy the systems and apply.
Learn the Systems - Apply the Systems - Teach the Systems.
Write the list of Systems you learnt that has helped you so far.
PROFITABLE
Remember your income is dependent on your performance.
Be profitable every single day.
When you perform, you earn respect from others and people will look up to you.
Write the importance of Profitability & Performance in our business.

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Day 4 Review
1. Write about your days experience and what are your learnings from the day?
2. Systems vs Talent, which is more important and why?
3. Why is it important to surround yourself with positive, hardworking and ambitious people?
4. How will the skills you’ve developed so far help you in your personal life?
5. Why do some people work harder than others?

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24.1 Why People Buy

1. The Product or Service – 15%
2. The Company behind the product (Brand) – 25%
3. The Person behind the product – 60%
The Product or Service– 15%
With consideration to the above breakdown, it is necessary for the salesperson to be well
equipped in their knowledge of the product/ service they are selling.
The customer assumes that the sales person has thorough knowledge of the product they are
selling. Therefore;
• Be familiar with each feature of the product/service
• Learn how to highlight the potential benefits for each customer
• Familiarize yourself with all the necessary Terms and Conditions
• Be familiar with similar products from other suppliers/retailers/organizations
• Be aware of the key points of difference between yours and similar products available in the
market.
• Be well versed in dealing with typical customer questions and objections
The Company behind the product (Brand) – 25%
The customer seeks reassurance that the product is from a reputable and reliable company – who
will be able to deal with any potential issues should they arise. Therefore;
• Spend time familiarizing yourself with the company you represent
• Develop an understanding of other products/projects that the company offers
• Speak confidently and with conviction about the company you represent
• Keep yourself up-to-date with the latest development and news of the company
The Person behind the product (Salesperson) – 60%
This is where each individual can make the most difference. You cannot change the product or the
client, but you can change your sales presentation. Therefore;
• Spend quality time in practice and rehearsal of your sales presentation
• Learn how to engage people in conversation
• Develop a variety of presentations to allow you to engage different types of
customers
• Show confidence in the product and conviction in your presentation
• Practice with different people, seeking feedback from each to improve
• Learn from each exchange with a customer to affect/improve your performance
• Be more aware of the body language you are using
• Learn how to develop rapport and trust from customers
• Develop the skill of leaving the customer on a high note. (Good rehash!)
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24.2 Components of A Sales Pitch
Research has shown that the words we use in face-to-face communication only contribute 7% of the
message we send when we communicate with others. Wow! So what can speak louder than words?
The answer is our body language. It accounts for a whopping 55% of our message. Tone of voice
takes the rest. Don't think it's true? Well think again. Let's say I am telling a story and you
approach me, yawn, roll your eyes, shake your head and walk away. Did you say a word? No. Did I
understand what you wanted to say? Yes. You did not like my story and found it boring. Amazing!
You delivered your message without saying a single word.
Findings from the ‘Mehrebian Study’- The following ‘pie-chart’, according to research, illustrates
where a person’s attention is directed during a presentation.
Body Language Content While WHAT we

Eye Contact Product Information
Facial Expression
say/convey to our
Movement Voice audience is
Gesture Volume
Posture Pace
important,
Stance
Dress
Emotion/Tone
Articulation
HOW we
Emphasis say/convey
the message can
make
the critical
difference!”
Body Language Appropriate use of this component
Component
- Establish eye contact during the introduction.
Eye Contact
- Maintain eye contact during asking and answering questions.
- Warm and welcoming smile.

- Attentiveness during questions from customer.
Facial Expressions
- Enthusiasm toward product.
- Keep a positive and enthusiastic expression throughout your sales pitch.
- Relaxed and Offset stance with weight on back leg.

- Be respectful of customers personal space (comfort zone)
Stance
- Move closer to the customer, while turning slightly to present the product /
pitch-card.
- Most gestures should take place between waist and chin.

Gestures - Use gestures that have purpose and meaning and that align with what is being
said.
Posture - Keep your chin up and shoulders back to demonstrate confidence.
- Minimal side-side movement.
Movement - Slight movement forward and back as making and receiving points with
customer.
- Appropriate dress for the situation and environment.
Dress
- Business attire is a reflection of the customer’s expectations.
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Variables of Voice Component Appropriate use of this component
-The VOLUME of your voice needs to be moderate. Your voice shouldn't be too
loud nor too low. If you are loud, you will come across as rude and customers
will be turned off by it and might not buy from you.
On the other hand, if your voice is low, you might give an impression that you
Volume are not confident. People don't like dealing with unconfident people.
If you measure the right VOLUME of your voice on a scale of 1 to 10 from low
to high. It should be 7/10.
- The PACE at which you speak determines the clarity of your pitch. If you
Pace speak too fast, customers might not understand you. If you speak too slow, you
might bore them. The PACE of your voice has to be appropriate.
- You need to STRESS and EMPHASISE on the right words to make the
Stress/ Emphasis
customer understand the benefits of the product.
- When you pay attention to great actors in movies, they are masters of
VOICE MODULATION. Just like an actor, you need to modulate your voice to
Modulation
keep the interest of the customer in your product you are presenting. A
platonic voice is boring.
Words Appropriate use of this component

-Customers will expect you to have complete information regarding the product
Product Knowledge you are selling. When you answer their queries with confidence, they will trust
you and will do business with you.
- You need to identify the POWER WORDS in your product and stress on them
during the presentation.
Choice of Words Some of the power words you can use are 'Free', 'Discounts', 'Offer',
'Savings', 'Special' etc.
The CHOICE OF WORDS you use must impress your customer to buy.
- The way you ARTICULATE each sentence and words of your pitch will have a
Articulation
major impact on the customers decision to buy from you.
Practice pitch without body movements and facial expressions. Note down your
observations.
Mime Practice Pitching. Note down your observations.

52
WEEKLY KEY PERFORMANCE INDICATORS (KPI)
QUANTITATIVE ANALYSIS
Date Day Leader Contacts Presentations Deals
QUALITATIVE ANALYSIS
A.What are some of the positives for the week? B.What did you learn and improve this week?
C.What are some of the challenges you faced B.Identify 3 areas of improvement in yourself
this week?
360° Pitch Review Total Score -

Words Clarity Conf
Intro SS S E E Pres G I F T S Close Dox Obj-1 Obj-2 BL TOV
FEEDBACK – To Be Filled by Leader

Quality Circle the appropriate rating Comments
Customer Interaction 1 2 3 4 5
Learning Mentality 1 2 3 4 5
Attitude 1 2 3 4 5
Work ethic (LOA) 1 2 3 4 5
Initiative 1 2 3 4 5
Team Work 1 2 3 4 5
Decision Making 1 2 3 4 5
Punctuality 1 2 3 4 5
Additional feedback by leader
Leader Signoff Owner Signoff

53
THINKBIG MODULE 1
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55
Goal setting is a powerful process for thinking about your ideal future, and for motivating yourself
to turn your vision of this future into reality.
The process of setting goals helps you choose where you want to go in life. By knowing precisely
what you want to achieve, you know where you have to concentrate your efforts.
Top-level athletes, successful business-people and achievers in all fields all set goals. Setting goals
gives you long-term vision and short-term motivation.
25.1 Starting to Set Personal Goals

You set your goals on a number of levels:
First you create your "big picture" of what you want to do with your life (or over, say, the next 10
years), and identify the large-scale goals that you want to achieve.
Then, you break these down into the smaller and smaller targets that you must hit to reach your
lifetime goals.
Finally, once you have your plan, you start working on it to achieve these goals.
25.2 Setting Lifetime Goals

To give a broad, balanced coverage of all-important areas in your life, try to set goals in some of
the following categories (or in other categories of your own, where these are important to you):
Career – What level do you want to reach in your career, or what do you want to achieve?
Financial – How much do you want to earn, by what stage? How is this related to your career goals?
Learning – Is there any knowledge you want to acquire in particular? What information and skills will
you need to have in order to achieve other goals?
Family – How do you want to be seen by a partner or by members of your family?
Attitude – Is any part of your mindset holding you back? Is there any part of the way that you
behave that upsets you? (If so, set a goal to improve your behavior or find a solution to the
problem.)
Physical – Are there any athletic goals that you want to achieve, or do you want good health deep
into old age? What steps are you going to take to achieve this?
Pleasure – How do you want to enjoy yourself? (You should ensure that some of your life is for you!)
Public Service – Do you want to make the world a better place? If so, how?
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25.3 Setting Smaller Goals

Once you have set your lifetime goals, set a five-year plan of smaller goals that you need to
complete if you are to reach your lifetime plan.
Then create a one-year plan, six-month plan, and a one-month plan of progressively smaller goals
that you should reach to achieve your lifetime goals. Each of these should be based on the previous
plan.
Then create a daily To-Do List of things that you should do today to work towards your lifetime
goals.
Finally review your plans, and make sure that they fit the way in which you want to live your life.
25.4 Staying on Course

Once you've decided on your first set of goals, keep the process going by reviewing and updating
your To-Do List on a daily basis.
Periodically review the longer term plans, and modify them to reflect your changing priorities and
experience.
SMART Goals
A useful way of making goals more powerful is to use the SMART mnemonic. While there are
plenty of variants SMART usually stands for:
S – Specific (or Significant).
M – Measurable (or Meaningful).
A – Attainable (or Action-Oriented).
R – Relevant (or Rewarding).
T – Time-bound (or Trackable).
Goal Defining Worksheet
What do I want out of life?

Career Family Health
Personal & Financial Travel Learning

57
What is Budgeting?
Budgeting is the process of creating a plan to spend your money. Creating this spending plan allows
you to determine in advance how much money you need to earn to do the things you need to do or
would like to do.
Budgeting is simply balancing your expenses with

your income. If they don't balance and you spend
more than you make, you will have a problem.
Many people don't realize that they spend more
than they earn and slowly sink deeper into debt
every year.
Fill in the information below and calculate how much you need to earn, plan your
savings etc.
Monthly Expenses Amount
Rent
Electricity
Food
To Earn Rs. __________ every month I need to
Travel
generate ______ Sales Per week.
Shopping
Miscellaneous
Savings Goal
Total Monthly
Expense
Interact with and write down 3 tips from a high roller.

58
Impulse Curve shows the impulse/interest level of a customer as we explain about the product
using the 5-steps.
All throughout the pitch, we need to use the Impulse Factors (G.I.F.T.S) to increase the interest
level of the customer and for an effective pitch.
It is important to understand that a customer’s impulse goes through a series of ups and downs
during the purchase process. By predicting these ups and downs, we as marketers and sales
professionals can better cater to the needs of the customer and persuade them to buy our
products. Understanding the impulse curve enables you to address obstacles head on and thereby
prevent the buyer from becoming discouraged or negative about the product.
1. At the first step (Introduction) your customer is set at ease and we prepare them to have their
impulse raised.
2. During step 2 (Short Story) we remove their apprehension and we begin to raise impulse by
creating curiosity.
3. At step three (Presentation) we have them in the palm of our hand while we give them the “meat”
of our product.
4. Right when the customers impulse has almost topped the chart we hit step 4 (Close) we give
them the price and close the deal. At this point the customer’s impulse will take a drastic plunge.
Why? Well because you’ve told them the price of course. (Remember they weren’t going to spend
any money before step one and now they are forced to consider it.) This is where we need to handle
their objections with empathy. Your ability to handle the objections by using the right G.I.F.T.S will
get the impulse back up and throw the curve back in your favour so you can close again (final close).
59
When you work on building relationships with your customer by getting the exact solution and
service they need, you win by generating consistent sales through repeat customers, referrals, and
new business.
Outdated sales tactics and gimmicks don't work anymore. The internet and social media make
customers too savvy. Most times the customer is prepared with almost everything they need, they
just need someone with the skills and personality to guide them through the buying process and
deliver personalized value along the way.
Why build a relationship or rapport with the customer?

Helps build trust.
Easier to make a sale.
People buy from those they like or trust.
Less objections from the customer.
Customers will remain loyal to the company.
They can give you referrals.
How to build a relationship with the customers?

1. Listen
Your customer will tell you what he wants if you give him the chance to. Pay attention to what he
says and ask questions instead of talking the whole time. You will be able to better serve him with
the knowledge he shares with you.
2. Have conversations, not sales pitches
Keep it casual. You don’t want your customers to feel like you are pushing them to buy. Move your
focus away from the sales pitch and towards building sales relationships. Once the relationship is in
place, the sale will come naturally.
3. Be genuine
People can tell when you’re being insincere, so don’t be. Your clients will stop trusting you if you
seem fake. It is obvious that you are only manipulating them for sales.
4. Appreciate or compliment
Pay compliments to the customer whenever possible. Make sure its genuine and relevant.
Appreciating them, their behaviour, dressing, office, house etc. will leave them feeling happy and
positive.
Network with leaders in office and write down at least 3 different ways they
build rapport or relationships with customers.
Leader1: Leader2: Leader3:

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“Features Tell, Benefits Sell”

When salespeople present information, they tend to present features of their products or
company: and the reaction of most potential customers is to say, to themselves, So what? The
customer really wants to know “What’s in it for me?”
Features: The features of a product are the characteristics or points of difference. They are the
facts about the product.
A feature is something that your product has. It is a factual statement about the product.
Benefits: The benefits of a product describe how a customer will be able to gain from the features.
A benefit answers the question "What's in it for me?,".
Example 1: Features Example
This mobile phone has continuous access to your e-mails/Our
computer has a 32 GB Hard Drive.
(Each of the statements is a neutral description; a fact or a
piece of information about the product).
Example 2: Benefits
Because this mobile has continuous access to your e-mails you
can keep in touch with your business on the move/Because our
Feature Benefit
computer has a 32 GB Hard Drive you can use the widest range
of software available.
Most people find that the second style of statements is more persuasive.
Benefits describe what is in it for the individual customer and reflect feelings of confidence,
reassurance and peace of mind. The benefit phrases people like to hear are:
1. You don’t have to worry because…
2. You can be confident that or You can be reassured that…
3. This will give you peace of mind because…
4. Let me show you how you can save money…
5. Let me tell you how this will benefit you…
Make a list of the features & potential benefits of your current
product/service.
S.No Features Benefits

1
5
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How do you know when to ask for the sale? The customer will
tell you when they are ready to buy. They will give you clues.
These are called buying signals.
• Buying signs are communication signals that suggest the

potential customer is now ready to discuss how they can own
the product and in other words, they are now sold on your
product or service and are ready to discuss purchasing from
you.
• Buying signals usually take on the form of statements or questions from the potential
customer or prospect. If you fail to recognize the buying signs, you run the risk of overselling
your product and missing the window of opportunity when a prospect is most receptive to
becoming one of your clients.
• Buying signs can show up within the first few minutes of a conversation; or they may not
emerge until the end of your meeting. In short, they can show up at any time. Closing the sale
is more about timing than style. The right timing is more important than a gimmicky close. If
the customer is ready to buy, they will let you know.
Verbal and Non-Verbal Buying Signs
Verbal Non-Verbal
Customer asking questions. Gives you time to present the product.
How much time will it take to get this card? Customer listening attentively.
How much credit limit will I get? Showing documents when asked for it.
Why are you giving so many benefits? Nodding with agreement during presentation.
What is the benefit for the bank? Shows excitement about the benefits of the card
What is the bill payment procedure?
How long is this offer?
Do I have to pay anything/ annual fee, etc.?
What are the hidden chargers?
What is the rate of interest?
Will I genuinely get these benefits?
What is the cancelation procedure?
How is it better than my credit card?
Write about your own experience of how you recognized a buying sign from a
customer and closed a sale.
62
Just having a good pitch is not enough for you to become great at sales. If you really want to be a
top performer, you need to master your ability to ask right questions during your interaction with
the customer.
The quality of questions you ask will determine how successful you are at sales.
Apart from being prepared for customer Objections, you should also be prepared with a series of
questions to ask the prospective customer.
The questions that you ask the customer should provide you with valuable information that can be
used to tailor (modify) the offer to the customers needs and wants.
The right questions will help you uncover the needs and wants of the customers. All questions fall
into one of these two categories:
•Open Ended Questions
•Close Ended Questions
Open Ended Questions: OEQ

The purpose of OEQ's is to allow the customer to freely express themselves and they can take
the answer where they want it to go.
OEQ's usually start with "who, what, where, when, how & why".
Examples of OEQ's:
•Why....?
•How...?
•Should you explain...?
•Can you tell me about it...?
•How did that happen....?
OEQ's will allow you to gather information while showing a sincere interest in the customer. When
you keenly listen to the answers, you will be able to identify needs and wants of the customer.
Understanding the customers needs are key to your ability to close more deals.
Here are some examples of OEQ's:
•What do you think about....?
•How do you feel about....?
•How do you think this product will benefit you and your family?
•Who are the decision makers?
•Which part of the country you are from?
•How did you get into such a senior position in the company?
•How did you build such a big business?
Write a list of 3 open ended questions you can ask with your product that you
are selling during each of these stages of your pitch.
Introduction:
Short Story:
Presentation:
63
Close Ended Questions: CEQ
CEQ's are designed to keep the customer in a certain area for clarification and lead them in a
direction you want to move. CEQ's are series of questions you can ask and gradually lead the
customer in one direction. The answers you can expected are usually in one sentence or one word
or even YES or a NO.
Examples of CEQ's:
• When did you last...?
• Where...?
• Who....?
• How long....?
• How much...?
• How many....?
• Do you agree...?
Asking the right questions is the best way to make the customer understand the benefits of the
product instead of trying to convince them.
Here are a list of some CEQ's you can ask at various stages of the sales pitch:
• Do you like living in ....?
• How long you have been working with this company?
• How long you have been working this business?
• Do you agree that this product will save you money or time?
• Is your organization growing at the rate you desire?
Write a list of 3 close ended questions you can ask with your product that you
are selling during each of these stages of your pitch.
Introduction:
Short Story:
Presentation:
64
Step Explain in your own words with examples
Have a positive
attitude
ATTITUDE
Maintain your
attitude
Be on time
MANAGEMENT
TIME
Be prepared
Work your
territory correctly
WORK ETHIC
Work 100%
Know why you’re

here and where
you’re going
GOALS
Take control
65
this week?

Words Clarity Conf

Attitude 1 2 3 4 5
Team Work 1 2 3 4 5

66
67
Here are a few ground rules to follow in order for you to become a top performer.
1. Plan your territory in advance.
• Use your weekends or day offs to scout for good territory.
• Use google maps and other internet resources to identify possible offices/companies etc to work
in.
2. Stick to your territory for at least one month.
3. Segregate your territory for morning, afternoon and evenings.
4. Use your LOA sheet daily and mark it correctly.
5. Follow every door, every floor policy.
There are 2 types of BA’s you will come across

1. Sales dependent – These people are only focussed on sales, they don’t stick to one territory but
jump from one area to another. They rely on call backs mostly to generate sales. As a result of
this behaviour their attitude fluctuates during the day. Their attitude depends on their sales
outcome as a result of which their performance is affected and sales are inconsistent.
2. Systems dependent – These people depend on systems to generate sales. They stick to on
territory and follow the systems. As a result of this habit they are more successful in generating
consistent sales results. Their attitude determines their performance.
Choose which type of BA you want to be and why.
Interact with and write down 3 tips from a highroller.

68
Going ‘The Extra Mile' means doing more than what is expected from you or doing more than
what you commit to.
Most people do just enough to keep their job going. If you want to be successful at what you do,
you must be willing to do what others are not prepared to do. That means, you must go the EXTRA
MILE to separate yourself from the crowd.
The extra mile is the mile that you run when everyone else has stopped running, and it is in that
mile where you distinguish yourself.
Every successful sports person trains more than others, that's how they create an edge over
others. That's what separates them from others.
Here are a few things you can incorporate into your work:
1. Always deliver more than expected.
Set goals for yourself on a daily basis and push yourself to not just achieve the goal but to
surpass it. Put in extra effort to generate and submit good quality sales.
2. Stay focused on being productive

It can be really easy to get off track during the work day especially because you don’t work in the
office at a designated workspace. Staying focused throughout the day will enhance your
productivity.
• It’s best to break up your day in 4 parts and set smaller goals to achieve in each part.
• Take short 5-minute breaks after every 3 presentations to refocus.
3. Its your EFFORTS not your HOURS.

It's not about how many hours you work, it's how much effort you put into each hour.
Clock in at 9 am and clock out at 5 pm — this isn’t the norm anymore for young entrepreneurs and
millennial professionals.
As twenty-somethings, we should go the extra mile in our work by coming into work earlier than
expected (or before the office officially opens) and stay late if we need to.
69
Getting stuck in a routine is easy to do. After all, we’re creatures of habit. We eat the same
breakfast every morning and get to work at the same time. But for entrepreneurs, playing it safe
could be curtailing business success. When’s the last time you stepped out of your comfort zone
and took on a new challenge?
Breaking your own mould can only make you stronger and more confident to reach higher levels in
your professional and personal life. Innovation happens when we step outside our comfort zone.
What holds most of us back from stepping out of our comfort zone, however, is fear. Any new skill
always feels awkward and stressful at first, but the more you do it, the more comfortable it will
be. Getting comfortable with being uncomfortable is the key to overcoming this fear.
Most people in sales are comfortable
speaking to a particular type of customer,
working in one market segment and to a
certain age group of people. This becomes
their comfort zone and they lose out on
opportunities to speak to other people who
can be potential customers.
In order for you to become a top performer
you need to develop the ability to work in
every market segment and speak to
different types of customers irrespective
of age, gender, position etc.
The more people you speak to, more chances you have of getting a sale. When you are starting out
in sales you might not have the confidence or experience to deal with different types of people
but you gradually need to step out of your comfort zones, push the envelope and learn from others
who have already been there and done that.
Do it on a regular basis - In order to get comfortable with being uncomfortable, you need to step
out of your comfort zone on a regular basis. The more comfortable you get with trying new things,
the less you’re going to avoid it and the more you’re going to say yes to new challenges.
Start small - You don’t have to throw your entire routine out the window to step out of your
comfort zone. Try taking small steps, like working in a different market segment one at a time and
speaking to customers you are usually not comfortable talking to. These can help you to get
comfortable with the discomfort that comes from trying something new.
Look for a challenge - Doing something that challenges you gives you a whole different outlook
and makes you more receptive to change.
Focus on the why - Having a mission statement of why you’re stepping out of your comfort zone
can help you overcome the fear of doing it.
“The risks of breaking out of your comfort zone isn’t nearly as bad as the risks of staying in
it your whole life.”
Write your comfort and non-comfort zones
Non-comfort
zone
Comfort
zone
70
1. List things you can do to step out of your comfort zones in office and on the field.
2. How will stepping out of your comfort zones help you become good at sales and leadership?
Try doing some of the activities below to step out of your comfort zone, record
your feelings or experiences below
1. Work with a new MIT on the field.
2. Approach someone who intimidates you and compliment them.
4. Talk in the meeting for a few minutes on a motivational topic.
5. Work in a different market segment and share your experiences here and with your owner.
71
this week?

Words Clarity Conf

Attitude 1 2 3 4 5
Team Work 1 2 3 4 5

72
73
Direct Close or Assumptive Close

This closing technique draws on the power of positive thinking. If you believe and assume, from the
first contact with the customer, "I will close this deal", it can have an incredible effect on the rest
of the sales process.
For example, you could close with,
• What's your best address to send the product?
• What day do you want to receive your shipment?
• Can we send this to your office?
• I will get you onboard so you can start enjoying the benefits, can I get your ID card please?
Alternate Close
Offer the customer two choices, both of which are positive to the sale. You’re not asking for a yes
or a no.
For example, you could close with,
• Would you like the X or the Y model?
• Do you want to use your Mastercard or Visa?
• Can we send the product to your house or office?
Now or Never Close

This is where you make an offer that includes a special benefit that prompts immediate purchase.
This technique works because it creates a sense of urgency and can help overcome indecisiveness of
the customer.
For example:
• This is the last one at this price.
• We’ve got a 20% discount just for customers who sign up today.
• This offer is only for today.
Suggestion Close
If you build a good rapport with the customer and they view you as a trusted expert, a suggestion
close is a good approach.
Rather than trying to sell, you need to be a consultant and provide the best possible option.
Example:
• Based on what you have told me about your operations, I would suggest this is a better offer.
• Let me suggest you a better option....
Trial Close
Here we are trying the level of our customers interest in our product. We are testing the waters
and gauge how the customer feels about the progress and gain commitment from them.
Examples:
• This sounds pretty good right?
• Do you understand how you can save money?
• Do you think the benefits are useful to you?
74
75
When you are on the field, you will face different types of situations where you are expected to
get good at finding suitable solutions. Part of the coaching process is for you to get good at dealing
with these situations and become a problem solver.
Below is a list of common situations, complete the gaps for the solutions.
Situation: I lost my attitude

Solution:
Situation: I’m not able to achieve my presentation goal

Solution:
Situation: I’ve done no sales and it’s 4 pm

Solution:
Situation: My family and friends keep calling me on my phone though they know I’m at work.
Solution:
Situation: It’s raining or it’s too hot.

Solution:
Situation: My leader is working with a new person today.

Solution:
Situation: I did not close any deals in two days.

Solution:
76
this week?

Words Clarity Conf

Attitude 1 2 3 4 5
Team Work 1 2 3 4 5

77
THINKBIG MODULE 2
78
is living a few years

of your life
like most people won’t
so you can spend
the rest of your life
like most people cant.

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TALENT TRANSFORMATION

MODULE- 1 [Basics of Sales and Marketing]

CREW LEADER/AO SIGN OFF OWNER SIGN OFF

MODULE- 2 [Advanced Sales and Marketing]

CREW LEADER/AO SIGN OFF OWNER SIGN OFF

DAY-1 DAY-2 DAY-3 DAY-4 DAY-5

DAY-6 DAY-7 DAY-8 DAY-9 DAY-10

DAY-11 DAY-12 DAY-13 DAY-14 DAY-15

DAY-16 DAY-17 DAY-18 DAY-19 DAY-20

DAY-21 DAY-22 DAY-23 DAY-24 DAY-25

DAY-26 DAY-27 DAY-28 DAY-29 DAY-30

Terms & Conditions:

SWOT Analysis List your Top-5 personal and career goals

SAFFRON GLOBAL CORP was established in 2005 in Sydney, Australia.

Stride Incorporation a Fast Growing Startup was established in January

Stride Incorporation is a part of SGC-International, one of India's most

We deal with a wide range of products and services in industries like

We work closely with our clients to develop comprehensive sales driven

Core values are the pillars and

EVERYONE AN TAKE CARE OF

OPEN BOOK WE ARE INDIA’S

1. Time Management and Punctuality 2. A Positive Attitude & Behaviour

1. Respecting each other; At SGC, we strive to provide a work environment free of

Office Training LOA

IT’S YOUR OFFICE

 Flexibility  Problem Solving Abilities &

 Public Speaking  Positive Attitude

What is your preferred learning style?

6 I usually tend to say Show me Tell me Let me try

7 I usually tend to say Watch how I do it Listen to me You have a go

10 When buying gifts I Books Music Tools and gadgets

1. Confidence 10. Problem solving

What it takes to be successful in the sales and marketing industry

Step Phase Tip

Desire and Decision

Build Interest G.I.F.T.S

Close Tone of voice and take control

10.1 S.E.E (Smile, Eye Contact, Enthusiasm)

ENTHUSIASM: ‘The definition of a sale is the transfer of enthusiasm from

10.3 K.I.S.S vs K.I.L.L

Recap your learning on each of the points listed below

Time Management and

Complete the sentence below in your own thoughts and words.

_________________________________________. I believe I can be successful because_________

1. Write about your experience of today’s training session

2. How will sales experience help you improve your skills?

3. Why should you be enthusiastic when interacting with customers?

5. What are the 5 Codes of Conduct?

Positive Situations Negative Situations

No talent needed Need talent

You’re response should be SMILE and say Thank you!

13.1 Law of Averages

MAGIC NUMBER = PRESENTATIONS

What's your Magic Number?

13.2 Using a Territory Management Sheet Effectively

13.3 Positivity Triangle

13.4 Impulse Factors: Greed

Fear of Loss discounted price.

The Jones Theory Examples:

13.5 Impulse Factors: The Jones Theory/The Sheep Factor

The Jones Theory

14.1 Eight Steps to Success: Have a Positive Attitude

“ATTITUDE is like a Magnet, what you think is what you attract”

_________________________________. I believe I can be successful because_