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SELLING SKILLS

Customer Centric Selling

What Kind Of Customer are You?

Customer Centric Selling

"The most successful people in any industry are seldom the smartest or best looking...they're the people who can sell" Len Foley

Customer Centric Selling

What is selling?
Selling is taking an idea, planting the idea in your customers minds and making them feel they thought of it..but do it ethically.

Customer Centric Selling


Six Selling Themes
Differentiate Design Keep

Customers - Bank Accounts

Differentiated Offerings Credit Card Cross Potential Other Bank customers Loyalty Potential -Debit Card Life Time Value Lifetime free credit card

Existing Customers - ATM-Debit Card

Exploit Exploit

Maximizing

Competitive Advantage
Someone can copy your business strategy Someone can copy your marketing Approach Someone can copy your product Someone can copy your manufacturing capabilities Someone can copy your market access

No one can copy your knowledge and relations with your customers
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Core Processes

Acquire new customers

Retain current customers

Sell more to current customers

Core Processes
Acquire new customers

Retain current customer

Sell more to current customers

Relation between acquisition costs revenues and margins


Lifetime value
Referrals Increase of margins Cross selling Additional Turnover Basic turnover

Acquisition costs
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Customer Centric Selling


Customers are:

More Aware More demanding & powerful. Less Loyal


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Customer Centric Selling

Selling to an Existing & a New Customer


Role Play

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Customer Centric Selling


The Customer Centered Decision Cycle Satisfaction Acknowledgement Decision Investigation

Selection
Reconsideration
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Customer Centric Selling


The Only Two Things Customers Ever Buy
Good Feelings
Solutions to problems

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Customer Centric Selling

Tracking Decision Making Process

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The Customer Centered Selling Cycle


Research Stage Analysis Stage Requirement Stage Confirmation Stage Specification Stage Solution Stage Close Stage Maintenance Stage

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Research Stage
Determine the decision maker Basic Information Earn the customers Trust Ask Questions which play to your strength
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Analysis Stage

The intent of selling is to protect the


customer from what if not what is.

If they cry;theyll buy


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Requirement stage

Discover the Solution

List & Confirm Needs

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Confirmation Stage

Test Understanding

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Specification Stage

Lock out misunderstandings & Competition Commit to Specifications

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Solution stage

Recommend a Solution Provide Alternatives Gain An Agreement


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Close Stage

Reinforce benefits Ask for Lead

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The Customer Centered Selling Cycle

Maintenance Stage:
After Sales Service Remember if you are not watching the customer somebody else may be watching

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Customer Centric Selling


What to do when the customer cannot make up his mind?
The customer does not know everything about everything he buys. Dont give the customer too many options Example : Camera

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Customer Centric Selling

What to do when the customer raises obstacles or objections to buying?


When they object give them more Solutions & good Feelings.

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Customer Centric Selling

People Hate to be Sold But Love To Buy

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Sales Secrets
2 Magic Words for Sales Success Stop.. Selling The reason why Everyone wants to buy Because they only care about what interests them. How to Turn Every person into a Life long customer. Active Listening Your customers are desperate to be heard & acknowledged!
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Customer Centric Selling


What is Cross Selling ?
Selling

our existing customer a different product

For

e.g: If we have Mr.X holding a Credit Card we can convince him to open a saving account with us

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Customer Centric Selling


Understanding Creating

the type of customer

a want in the customer

Suggesting

product according to his needs and pushing the right product

Highlighting
For

on the unique selling points of the product

e.g: If Mr B is a senior citizen you can cross sell a Fixed Deposit which is carrying good rate of interest which are flexible also

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Customer Centric Selling

One stop shop for customers

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Customer Centric Selling Cross selling


Role Play

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Customer Centric Selling

Cross selling

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Thank you

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