-- Fixing an Appointment and Pre-Sale Preparation

[
Customers Needed to Call for Sales
2
-·--
--~ -
---
• Non-customers:
• Database provided by your Branch Manager
-- -
==~- • Leads generated by Sales Officers in lhe field
• Referrals of existing customer
~
(No~4,~]
• Existing customers:
3
-·-...- • Leads generated by you while cross-selling

--·-- • Existing customer database available at the branch

s ----
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Fixing an Appointment and Pre-Sale Preparation

Elements of a Good Script (Contd.)

• A good script is important to build a good rapport with the prospect.
• The elements of a good script are:
• Pleasantries
• Introduction of self and company
• General benefit statement
• Appointment request
• Call closure

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Fixing an Appointment and Pre-Sale Preparation

Elements of a Good Script (Contd.)

• The objective of a good script is to get an appointment or create the
next step with t he customer.
• The fol lowing figure represents the necessary steps required for taking
an appointment .

Make it sound
conversational Appointment
Request
Deliver with
confidence General
Benefit
_ _ _ Staternent

Introduction First interaction - Crucial first few

seconds
Pleasantries Art of first 1mpress1on

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Fixing an Appoinbnent and Pre-Sale Preparation

Elements of a Good Script (Contd.)

• Refe r to t he following sample pleasantries and introduction:
• Prospect: Hello.
You: Am I speaking to Mr. Garg?
Prospect: Yes.
You: Good morning/Good afternoon, Sir/Madam. I am Ravi calling from
ICICI Bank (name of the branch).
- - - ------- ----·-- -- -- - -- - - - -
• 'Do you have a minute?'
• 'May I talk to you for few minutes?'
• 'ls this an appropriate time to talk to you for few minutes?'
• 'Is this the correct time to speak to you?'
Fixing an Appointment and Pre-Sale Preparation

Elements of a Good Script (Contd.)

• Request for appointment:
• If you get interrupted with:
• 'I haven't heard of this before, but It sounds Interesting.'
• 'I have absolutely no Interest.'
• Clarify any issues the customer or prospect may have.
• If the customer says 'call later', check for the time for making th e next call.
• If you do not get interrupted till this point , condude your opening statement
with an ending question that incorporates some element of time:
• 'Is there something you would llke to explore further?'
• 'When can I come and meet you to discuss this in detail?'
• Remember to confirm the prospect's address before closing the deal.

• • • • • • • • •
 Fixing an Appoinbnent and Pre-Sale Preparation

Elements of a Good Script (Contd.)

• Phone etiquette:
• Agree on actions with time frame.
• Thank the customer for their time.
• Ask if there is anything else that you can assist wrth (if appropriate).
• Provide helpful information beyond what was asked/required (based on the
product).

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etti surya's screen
 Fixing an Appoinbnent and Pre-Sale Preparation

Summary
• In this session, you have learnt that:
• Preparation prior to interacting with prospects gives you the confid ence to
create a good first impression, establish a common ground and build rapport.
• A powerful script is important to make an instant impact on the prospect and
it also reduces the probability of getting a 'no' from the prospect.
• The elements of a good script are:
• Pleasantries
• Introduction or self and company
• GBS
• Powerful reason
• Appointment request
• call closure

• • • • • • • • •
etti surya's screen
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Fixing an Appoinbnent and Pre:- Sale Preparation

Summary (Contd.)
• While making the phone call and approaching the prospect face-to-face for a
meeting, we must adhere to the objective that is, to take an appointment
and not attempt to sell.
• The purpose of the call and first meeting is to get an appointment for a
proper product presentation.

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etti surya·s screen
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ANIMATIONS SUOE SHOW REVIEW Y1EW

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Fixing an Appointment and Pre-Sale Preparation

Objective
• In this session, you will learn to:
, Understa nd the significance and components of pre-sale preparation
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Fixing an Appointment and Pre-Sale Preparation

Introducing Pre-Sale Preparation

• Mindset:
• W hat is the role of a sales person?
• A sales person must serve as an advisor c.um sales person, he:
• Must build trust
• Should focus on relationship
• Successful sales persons are In the bwlness of relationships and n.ot In the business of
selling.

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etti surya's screen

 Fixing an Appointment and Pre-Sale Preparation

Introducing Pre-Sale Preparation (Contd.}

• The following figure represents the components that a Sales
Officer must possess to do effective sa les.

Product
Knowledge

Customer
Knowledge

Selling Skills

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etti surya·s screen

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Fixing an Appointment and Pre-Sale Preparation

Introducing Pre-Sale Preparation (Contd.)

• A successful sales person/Relationship Manager must gather the
following information:
• The employer's/company's position in the industry
• Powerful facts about the company relevant to the economy, regulators,
recent news and information
• Company and it's structure
• Most successful products
• Five closest competitors and their products
• Awards Recognition that will add to the credibility of the company

• • • • • • • • •
Fixing an Appointment and Pre-Sale Preparation

Introducing Pre-Sale Preparat ion (Contd.)

• Products to be sold (existing/new)
• Features, advantages and benefits of the product {FAB}
• Types of customers who will need these products

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 Fixing an Appointment and Pre-Sale Preparation

Introducing Pre-Sale Preparation {Contd.)

• Understanding FAB:
All products have distinct features, which make them different from other
products.
FAS is the key to sell products that keeps the customer at the focal point.
, The focus of the sales person should be on selling benefits and not the
features of the products.

• • • • • • • • •
tti surya's screen
 Fixing an Appointment and Pre-Sale Preparation

Introducing Pre-Sale Preparation (Contd.)

• The following table displays some products with their features and benefits:

Prcxiuct Feature Advantage Benefit (If the customer ,s a Benefit (If the customer
woman) ,s bread earner of the
house)
Water t ,s has a lN light The fealllre indicates that In this age of so many water n this age of so many
punfier the waler IS punfied 8fld diseases this means water borne diseases
. todnnk 'HJalth for your enllre famly th,s means better health
ror the ,amily which ,n I
.expenses
11m ..means lesser
I

TeleVISIOfl t comes With a Pt<;tu,e In This means that you can You can watch 2 01 your You don't have to argue "
Picture (PIP) technology watr:h two programs al the avoonte senals Side by Side wrth your wife when the
,- _ bme wrthoul havrng series ,s on, it's a
to swrtr:h channels win - l'tTn for both
Cellular II h~ a foor megapnceJ - can citek and share
- This means that you- can You You don'I need to invest
• e camera take qual,ty ptelures as 'iigtlal quality p,c;tures on lb, ilflY money ,n the highly
· as a regular digital IIM!atsApp mtanfly · dlg1tal cameras
I

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Fixing an Appointment and Pre-Sale Preparation

Activity: Sales Kit

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Fixing an Appointment and Pre-Sale Preparation

Introd ucing Pre-Sa le Preparation (Contd.}

• Dos and don'ts for sales kit:
• Do not organise the sa les kit in front of the customer. Take time and do
it before you meet the customer.
• Do not be haphazard in opening the sa les kit. Take time to organise and
set up things properly. For example, if you are using a stand and flip
chart, take time to set it up properly before you begin your pitch.
• Do not search around for pens, notepads, calculator, pencils and flip
chart in front of the customer. It does not give a good impression if you
ask the customer for these t h ings.
• Do not have mix of different products in the same sales kit. Keep them
separately.
• All brochures, which are to be left behind, should be separately kept in
adequate quantities.

• • • • • • • • •
 Fixing an Appointment and Pre-Sale Preparation

Activity - Pre-Sale
• General, economic and finan cial news
• Bank and it's position in the financial industry
• Awards Recognit ion and Ratings
• Company's or its CEOs Vision
• Five closest competitors

• • • • • • • • •
ao Netti sur:yJ:1'.s(s~c·teefi!
 Fixing an Appointment and Pre-Sale Preparation

Summary
• In t his session, you have learnt t hat:
• A sales person needs to be well-informed about the company, it's
environment, competition, products and services before interacting wit h the
prospects/customers.
• Preparation helps the sales person to be successfu l in the sales call and the
FAB Technique helps in that.
• The FAB technique helps in identifying the features, advantages and benefits
of a product. This helps the sales person to suggest the product, which
exactly fits the customer's needs.
• FAB is t he key to sell products as it keeps the customer at the focal point.

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