Developing Excellent Sales Skills

Training Topics:
• Part 1 – Communication Skills
• Spoken communication
– Improving the effectiveness of communication
– Structure of communication
– Questioning techniques
• Open ended questions
• Close ended questions
• Multiple questions
• Leading questions
• Listening Skills
– Passive Listening
– Active listening
– Reflective Listening
 Developing Excellent Sales Skills
Training Topics:

• Telephone Etiquette
– 5 phases of a call
• Opening
• Needs Identification
• Collection/verification of information
• Providing information/potential solutions
• Closing and next steps
– Using PICTURE
• P – Pitch
• I – Inflection
• C – Courtesy
• T – Tone
• U – Understanding
• R – Rate of Speech
• E – Enunciation

• Non-Verbal Communication
– Using non-verbal encouragement over the telephone
– Tips on body language over the telephone Contd.
 Developing Excellent Sales Skills
Training Topics:
• Part 2 – Selling Skills
• Preparing for the sales call
– Conducting research on the industry and organization
– Planning the Sales Interview
– Prospecting
• Critical mistakes committed during phone prospecting
• Conducting the sales call
– Introduction
– Presentation of information
– Selling techniques
• BAF
• Consultative selling
– Handling objections
– Time Management Techniques
• To-do lists and follow up
• Reducing After Call Work (ACW)
– Scheduling follow-up calls Contd.
 Developing Excellent Sales Skills

Training Topics:
• Dealing with different kinds of customers
– Angry customers
– Talkative customers
– Gatekeepers
– Customers who are not interested
– Customers who are pressed for time
• Understanding Sales terminology
– Glossary of sales terms
 Sales

MMM Training Solutions

Contact: Pramila Mathew
Mobile: +91 98409 88449
Website: www.mmmts.com

© 2008 MMMTS All Rights Reserved.

 Developing
Developing Excellent
Excellent Selling
Selling Skills
Skills

© 2008 MMMTS All Rights Reserved.

 Marketing Myopia

 Sellers pay more attention to the specific

products they offer than to the benefits and
experiences produced by the products.
 They focus on the “wants” and lose sight of
the “needs”.

© 2008 MMMTS All Rights Reserved.

 What is Selling?

It is the process of:

• analyzing a customer’s need for a product,
service or idea’
• then providing persuasive information about that
product, service or idea to the customer.

© 2008 MMMTS All Rights Reserved.

 The
The 77 Steps
Steps of
of aa Sale
Sale

Planning Introduction
& Or Questioning
Preparation Opening

Presentation

After Sales Overcoming

Follow - up Closing Objections

© 2008 MMMTS All Rights Reserved.

 Six Powerful Prospecting Tips

 1. Prospecting for new business should be done:

 Daily
 With Focus
 Routinely
 With Seriousness
2. When prospecting:
 Be prepared
 Get organized
 Take good notes
© 2008 MMMTS All Rights Reserved.
 Six Powerful Prospecting Tips

 3. When prospecting:
 Use a script - don't shoot from the hip.
 Practice the script until it sounds smooth and
natural.
 Role-play with an associate over the phone.
 Avoid the temptation to sell over the phone.
Your objective is to gather information and
make the appointment.

© 2008 MMMTS All Rights Reserved.

 Handling
Handling Objections
Objections

© 2008 MMMTS All Rights Reserved.

 Objection
Objection Handling
Handling Techniques
Techniques
 Feel/Felt/Found
 I know how you feel.
 Other customers have felt the same way
 I’ll show you what our customers have found.
 Agree/Add/Explain
 Listen and confirm
 Align with the customer before redirecting
 Explain why and how the situation can be
changed or altered
© 2008 MMMTS All Rights Reserved.
 Objection
Objection Handling
Handling Techniques
Techniques

 Smoke out all important objections

 See the objection as a question
 Agree with the customer about something
 Admitting to the Objection

© 2008 MMMTS All Rights Reserved.

 Tips
Tips for
for successful
successful selling
selling

© 2008 MMMTS All Rights Reserved.

 Tips
Tips for
for successful
successful selling
selling
• You have just a few seconds to make a good
initial impression be it in person or on the
phone.
• Maintain an attitude that you are seeking to
help your prospect meet a need or solve a
problem, rather than force the sale of a
product or service.
• Know your product and be enthusiastic about
it! If you're not enthusiastic, your prospect
certainly won't be.
© 2008 MMMTS All Rights Reserved.
 Contact Information

MMM TRAINING SOLUTIONS

59/29, College Road,
Nungambakkam, Chennai – 600006.
Landline: +91-44-42317735
Website: www.mmmts.com
Pramila Mathew - Training Consultant and Executive Coach

Mobile: +91-9840988449; E-mail: Pramila.Mathew@mmmts.com

Vikas Vinayachandran - Training Consultant

Mobile: +91-9840932894; E-mail: Vikas@mmmts.com