Sales and Negotiation in English

Sales and Negotiation in

English 1
Revising the Sales
Process
The Sales Process
1.First step
2.Second step
3.Third step
4.Fourth step
5.Fifth step
Sales Process Role-Play
Characteri
stics /
benefits

Questions Product Objections

How to
answer
objections
Why Should I Buy It?
Sales and Negotiation in English 2
Section Content
1.Create a (non-Spanish) customer profile
2.Rapport and active listening
3.Sell people on value – positive language
4.Emotional decisions
5.Challenging perceptions
6.Tell a story or anecdote
7.Up-sells, add-ons and cross-sells
Create a (Non-Spanish)
Customer Profile
• Who are our English-speaking
customers – how are they
different?
• What do they want?
• How do they act?
• Do we treat them differently?
• How can we make them feel at
home?
• What is important in making a
sale to an English-speaking
person?
Make a Friend (building rapport)
Why is this important?

The higher the number of interactions between sales person and client, the
higher the possibility of making a sale.

‘How can I help you?

Find something to open a conversation

How can you listen actively? example
Body language:
• Nodding
• Open body
• Mirroring
• Eye-contact (how much?)
• Smile – facial expression
• Be sensitive to body language and voice clues from other person

Verbal and other strategies:

• Encouragement words/noises
• Paraphrasing
• Summarising
• Checking (questioning). If you don’t understand, say so
• Remembering
• Developing argument or asking for more information
• Don’t interrupt - let the person finish what they are saying
How can you listen actively? - Language
• Uh-huh; ok; sure; I see; right (understanding)
• really? seriously? (responding to negative statements)
• Fine; good; (that’s) great! excellent! (respnding to positive
statements)

• So, what you are saying is… (beginning your summary – SHOWING
YOU WERE LISTENING!!!)

example
Sell people on value (positive language)
1. Benefit
2. Value
3. You The value of this to you
4. Safe is…
5. Proven
6. Save
7. Guarantee The benefit of this to you
8. Best
9. Love
is…
10.New
11.Happy What this means to you
12.Maximise
13.Special is…
14.Option
15.Easy
Emotional decisions sales example

ENVY FEAR PRIDE

ALTRUISM SHAME GREED

Challenging Perceptions when
Up-Selling – Empathy and
Objections
Tell a story / anecdote
1. Capture the attention of the
customer
2. Build trust and rapport
3. Make data and facts sing by
becoming applicable,
interesting, and relevant
4. Make information
memorable
5. Transform beliefs and
change minds
Anecdote structure
anecdote function
I Hero
Making curry for friends Situation
Need to open tin right now Required action
No tin opener! problem
Use pen to open tin solution

• Short
• You or someone else as ‘hero’
• Concrete detail
• Humour, if possible
• Demonstrate the abilities of the product
 Aim:
Add-ons 25% more spend!
and cross- Useful phrases:
sells Have you thought about..?
Can I make a suggestion?
Can I show you something?
We have another product which goes really
well with this.
Let me show you something.

You must show you care (as friendly at the

end as you were at the beginning)
How this complements the main product
Why it’s value for money
Whole process role play
First impressions - Rapport and active listening

What does the customer want?

Adding value - Positive language / Emotional decisions

Objections - Challenging perceptions / Tell a story or anecdote

Closing the sale - Up-sells, add-ons and cross-sells

PERSONAL ACTION PLAN

WHAT MUST I WHAT MUST I STOP WHAT MUST I DO

CONTINUE DOING? DOING? THAT I DO NOT DO WHEN WILL I DO IT?
NOW?