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  • SELLING SKILLS: CUSTOMER-CENTRIC STRATEGIES

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    Natsu DeAcnologia
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    This document provides information on selling skills, with a focus on customer-centric selling. It discusses that the most successful people are often the best sellers rather than the smartest. Selling involves planting ideas in customers' minds to make them feel it was their own idea. The core processes of selling involve acquiring new customers, retaining current customers, and selling more to current customers. Customers are becoming more aware and demanding, so it is important to understand each customer and create tailored offerings to meet their individual needs through cross-selling and maximizing their lifetime value. The document emphasizes that customers buy good feelings and solutions to problems, so sellers should focus on active listening to understand customers' interests rather than directly selling to them.

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    8-selling SKILLS-1.ppt

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    This document provides information on selling skills, with a focus on customer-centric selling. It discusses that the most successful people are often the best sellers rather than the smartest. Selling involves planting ideas in customers' minds to make them feel it was their own idea. The core processes of selling involve acquiring new customers, retaining current customers, and selling more to current customers. Customers are becoming more aware and demanding, so it is important to understand each customer and create tailored offerings to meet their individual needs through cross-selling and maximizing their lifetime value. The document emphasizes that customers buy good feelings and solutions to problems, so sellers should focus on active listening to understand customers' interests rather than directly selling to them.

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    © All Rights Reserved
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    153 views19 pages

    SELLING SKILLS: CUSTOMER-CENTRIC STRATEGIES

    Uploaded by

    Natsu DeAcnologia
    This document provides information on selling skills, with a focus on customer-centric selling. It discusses that the most successful people are often the best sellers rather than the smartest. Selling involves planting ideas in customers' minds to make them feel it was their own idea. The core processes of selling involve acquiring new customers, retaining current customers, and selling more to current customers. Customers are becoming more aware and demanding, so it is important to understand each customer and create tailored offerings to meet their individual needs through cross-selling and maximizing their lifetime value. The document emphasizes that customers buy good feelings and solutions to problems, so sellers should focus on active listening to understand customers' interests rather than directly selling to them.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 19

    SELLING SKILLS

    1
    What Kind Of Customer are You?

    2
    "The most successful people in any industry
    are seldom the smartest or best
    looking...they're the people who can sell"—
    Len Foley

    3
    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.

    4
    Customer Centric Selling

    Six Selling Themes


    Differentiate Customers - Bank Accounts
    Design Differentiated Offerings –Credit Card
    Keep Existing Customers - ATM-Debit Card
    Exploit Cross Potential – Other Bank customers
    Exploit Loyalty Potential –-Debit Card
    Maximizing Life Time Value – Lifetime free credit card

    5
    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
    6
    Core Processes

    Acquire new
    customers

    Retain Sell more to


    current current
    customers customers

    7
    Core Processes
    Acquire new
    customers

    Retain Sell more to


    current current
    customer customers

    8
    Customers are:

     More Aware

     More demanding &


    powerful.

     Less Loyal
    10
    Selling to an Existing & a New
    Customer

    Role Play

    11
    The Customer Centered Decision Cycle

    Satisfaction .... kepuasan

    Acknowledgement .... memberikan pengakuan

    Decision ...... memutuskan

    Investigation ..... memeriksa

    Selection .... memilih

    Reconsideration ,....... Mempertimbangkan kembali


    12
    The Only Two Things Customers Ever Buy
    •Good Feelings
    •Solutions to problems

    13
    People Hate to be Sold But Love To
    Buy

    26
    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!
    27
    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
     Understanding the type of customer

     Creating a want in the customer

     Suggesting product according to his needs and


    pushing the right product

     Highlighting on the unique selling points of the product


     For 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
    28
    One stop shop for customers

    29
    Cross selling
    Role Play

    30
    Cross selling

    31
    Thank you

    32

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