SELLING SKILLS

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 Customer Centric Selling

What Kind Of Customer are You?

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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

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 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.

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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

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 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 Sell more to

current current
customers customers

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 Core Processes
Acquire new
customers

Retain Sell more to

current current
customer customers

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 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 customer’s 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;they’ll 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.

Don’t 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 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

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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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