A basic introduction to the principles of selling in the 21st Century. Sales processes needn't be complicated. Here we cover the basics of qualification, objection handling, closing and retention in simple steps for those small business owners, professionals and reluctant sales people out there.
www.highestbranch.com
4. Highest Branch
define: sale
se l/
noun
plural noun: sales
1.the exchange of a commodity for money; the action of selling something."we withdrew it from sale"
2. synonyms: selling, vending, disposal; More: dealing, trading, bargaining
10. Highest Branch
define: qualify
!
kw l fa
In selling, process of determining if a certain lead (potential customer) has certain
characteristics (such as ability, authority, and inclination to purchase, and economic size of the
expected order) that qualify him or her as a prospect.
!
11. Highest Branch
wait for the customer to ask a question
move straight into a sales pitch
don t really listen
attempt (poor) small talk to build rapport
Bad qualification
12. Highest Branch
ask open questions
engage in conversation with (not at)
use information given to engage further
ask more open questions
rinse and repeat
Awesome qualification
13. Highest Branch
separates YOU from the competition
allows you to fully understand needs
builds rapport
puts customer at ease
everybody loves talking about themselves!
why bother?
14. Highest Branch
it takes too long
customers get all defensive
they only care about the price anyway
I don t know how to talk to people
not for me?
15. Highest Branch
“I’ve learned that
people will forget
what you said, people
will forget what you
did but people will
never forget how you
made them feel”
!
Maya Angelou
17. Highest Branch
define: objection
uhb-jek-shuhn
noun
1.
a reason or argument offered in disagreement, opposition, refusal, or
disapproval.
2.
the act of objecting
3.
a ground or cause for objecting
4.
a feeling of disapproval, dislike, or disagreement.
!
Synonyms
4. complaint, protest, criticism.
!
19. Highest Branch
break down overall cost into smaller service
funding options available
help client justify cost personally
positive outcomes
focus on your unique value
focus on quality
Price
Your services just cost too much
20. Highest Branch
Complacency
I think I m ok the way I am just now
paint picture of what could happen
explain potential problems of delay
often strongly linked to price objection
focus on your unique value
reinforce positive outcomes
21. Highest Branch
Fear
I ve decided I don t want to - too much can go wrong
strongly related to complacency
demonstrate past examples from clients
focus on the positive outcomes to be achieved
take your time and empathise
!
22. Highest Branch
Trust
It seems you know what you are doing but how can I be sure?
very few people will ever tell you this
but they might still be thinking it anyway
consistent openness and honesty is the key
testimonials, case studies, references
!
23. Highest Branch
External Influencers
It s fine but I need to talk to my partner
frequently used as an excuse
longer and better qualification should avoid this
if genuine then restart process again
we really want to try and avoid this
!
24. Highest Branch
Timing
It s too much to think about just now - call me back in 6 months
if there are issues, chances are they will still be there in 6 months
make it easy to become your client
stress your flexibility
re-sell your unique value and qualities
!
27. Highest Branch
define: close
close the deal Complete a transaction, as in Jack was delighted to close the sale .
This term applies to such transactions as the sale of a house, as well as negotiations
leading up to a sale.
!
The latter was also used as to close a bargain, a phrase used by Charles Dickens and
other 19th-century writers:
!
"He closed the bargain directly it reached his ears,"
Nicholas Nickleby, 1838.
!
28. Highest Branch
just ask - (often the hardest thing to do)
closing techniques
Closing the sale
30. Highest Branch
the alternative close
we can do this or we can do that
WHICH OF THOSE DO YOU PREFER?
Excellent, I will get you booked in right now
31. Highest Branch
the assumptive close
This is what we can do for you (don’t stop)
So I will get you booked in right now
32. Highest Branch
the indirect close
aka the question close
use indirect or soft questions
how does that feel to you?
what does that sound like?
gains positive affirmation from customer
33. Highest Branch
the sharp angle close
response to a question
if I can, will you? Offer compromise.
can often close a very unsure client
34. Highest Branch
the balance sheet close
aka - The benjamin Franklin
Write out a pro s and con s list
Assist the client (with the pro s)
35. Highest Branch
The easiest close is
just to ask for the
business.
All it takes is a little
confidence!
and practice..
36. Highest Branch
So what happens next?
It costs on average 6 times more to find a new customer than it does to retain and
maximise the potential from our existing client base, and yet we expend our energy
constantly looking for new clients. We need to focus on changing this paradox in the
21st Century .
Harvard Business Review, July 2009
38. Highest Branch
ask for referrals
testimonials
social media
positive messages sell products
use positive customers
39. Highest Branch
don t get hung up on making it complicated - its not
qualification is just conversation
great qualification limits objections
the easiest sales close is just to ask for the business
Sales - not as bad as you think?
Summary