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Microsoft Inside Selling – Managers Wrap

Presenter’s Name
Presenter’s Title
Microsoft Corporation
Syndicate exercise
  What makes a good coach…
Dealing with difficult scenarios
  Live coaching scenario

  What did you learn?

    F

    F

    f
Coaching Toolkit
  Introduction to the coaching toolkit
     A series of ongoing coaching modules for you and your team
Module One
Setting the inside sales context                  OPEN


  Module duration: 1 hour
  Equipment: Flipcharts, music
       This module can be adapted to an opening specific to a campaign

       Prepare an opening for Microsoft
            What are the 3 key benefits?
            Tell them, tell them again, tell them what you told them, ask them


       Deliver key core statement full of benefits not features


TIP! Play some lively background music to enhance the creativity of the team
in this exercise
Module Two
Overcoming gatekeepers                                    OPEN


  Module duration: 30 mins
  Equipment: none
      Team member to lead discussion on top ten tips to get past
      gatekeepers


      Each member of the team to share a funny story of how and when
      they have been ‘blocked’ in the past




TIP! Make this as fun and upbeat as possible!
Module Three                                                                                 PRESENT POSITION




Present position                                                 PROBE


  Module duration: 30 mins + discussion time
  Equipment: sheets of paper to create call observation
  sheets and a tape recorder with play back facilities
            “It’s better to understand than be understood”
       Place your team – into pairs
       Delegate A is asked to think of a topic or hobby they are interested
       in – their task is to persuade delegate B to take up this hobby or
       new interest. Record the conversation.

      Put a tick every 15 secs when..   Delegate A is speaking           Delegate B is speaking


      Delegate A is telling



      The speaker is asking
Module Four                                                          VISION




Vision                                         PROBE


  Module duration: 40 mins
  Equipment: A product (mug), sweets & goodies
         Purchase justification to the board ABC Ltd
         Using the cards in the pack, allocate roles

         Key learning points
            Would your contact be able to promote your product?
            What can you do to help?
            Who else can you influence in your account?



TIP! As a non-executive director of the board make sure you are throwing in
lots of awkward objectives
Module Five                                                    PROCESS/
                                                             PEOPLE/PRICE


People                                         PROBE


  Module duration: 20 minutes
  Equipment: Copies of the org chart handout
         Organisational charts
         Hand out 2 org charts to the team
         & get them to complete one for
         each of their top two accounts
         Who are the people and what is
         the depth of their awareness of
         Microsoft and the project?


TIP! It’s what they don’t know that you are interested in!
Module Six                                                          PROCESS/
                                                                  PEOPLE/PRICE


Process                                     PROBE


  Module duration: 20 mins
  Equipment: Flip chart papers & coloured pens
      How customers/partners place an order
      From the direct customer saying ‘Yes’, what happens next?
      Team to create a flow chart of how to process and order & all the
      possible black holes




TIP! They may not know all the answers, the important part is whether they
have asked the questions
Module Seven
Role play                                                                      PROVE VALUE

  Module duration: 10 mins in a team meeting + 10 mins discussion time
  Equipment: Ball, prize (sweets or chocolate)
       Divide the sales team into two groups
            Team A are the sales people
            Team B are the buyers

       The sales people have the following instructions
            They are selling a ball for corporate stress relief at £10 each
            They can negotiate on a large (50+) order down to £7 each
       The sales people must sell all the benefits to the buyers and convince them why it is better than
       the competition

       The buyers are given the following instructions
            You will only pay a maximum of £5

       The ball is thrown between the teams depending on who has control over the value of the
       conversation


 TIP! They may not know all the answers, the important part is whether they
 have asked the questions
Module Eight
Use of language and communications                                              PROVE VALUE


  Module duration: 45 mins
  Equipment: Flip chart pens and time to call listen to
  delegates

                        Top Left                               Top Right
           On the left-hand side, draw a single   A grave stone in the centre, with a
           palm tree on a desert island. On       cross on top and the letters RIP
           the right is a ship with two funnels   engraved in the middle. A fence
           and a sun above.                       runs horizontally behind the grave.
                      Bottom Left                            Bottom Right
                                                  A large letter X filling most of the
           A stick man wearing a top hat, and
                                                  section, with a letter S on either
           smiling.
                                                  side.
Module Nine
Objection handling                                      PROVE VALUE

  Module duration: 45 mins
  Equipment: none

      Preventing objections vs. handling objections
           A look at the issue of Advantages leading the buyers to respond with objections. This
           occurs when the seller proposes a solution before building needs sufficiently. As a
           result the buyer doesn’t feel that the problem is serious or urgent enough to justify
           and expensive solution.
           This brings us to the value equation. To obtain the buyer’s commitment to a sale you
           need to build the value of the problems or needs enough to outweigh the cost of the
           solution. The value equation shows that building the value of the buyer’s problems
           actually prevents objections.
           Preventing objections ultimately costs sellers less than handling objections – less time,
           energy and hassle.

      See the value equation handout for more information

      Manager to facilitate conversation on why this is all so important

TIP! Let one of the team lead the session – manager just to facilitate
Module Nine
Objection handling                                                     PROVE VALUE


    Value equation handout
Preventing objections vs. handling objections                                    Handling value objections


                                                                                              Problem the buyer   Price objections to
                    Latent                                                                        should take        your solution
                     Need                                                                        seriously but
                                                                                                    doesn’t

                              Vision &          Our present
                                                                                  It’s not                             It’s not
       Advantages              Value             system is
                                                                                 worth the                            worth the
                                                 unreliable
                             Questions                                            cost of                              cost of
                                                but we can
                                                                                changing it                          changing it
                                                live with it

                             Non-latent
       Objections                                              Unreliability:
                               Need                          Adds to cost
                                                                   -
                                                           May lose business
        Objection            Objection                             -
                                                            Delays irritate
        Handling             Handling                         customers
                                                                   -
                                                          Hurts our business
                                                                 image
                                                                   -
                                                          Increases operator
                                                              frustration
Module Ten
Team presentations                          QUALIFY


  Module duration: 1 hour
  Equipment: none

      Nominated salesperson to present on the following to the team:

          BANT
          Closing statements        10 minutes each
          Assumptive closing


      MSSP Dominoes


TIP! Get the group to challenge each other to ensure they believe the
behaviour
Module Eleven
In call management                        NEXT ACTIONS


  Module duration: 45 mins
  Equipment: none
      Salespeople to present potential campaigns


      The rest of the team prepare a SWOT on all the possible outcomes


      Why will the customers want to know more?


      Where will you be able to be assumptive?



TIP! Run a mini role play to enhance the learning
Module Twelve
     NEXT ACTIONS


  Module duration: 45 minutes
  Equipment: Racing playing cards, wrapped sweets

      Get the team to back the ‘horse’ they want to win

      Key learning points
          Who did they choose?
          Why?
          How did it feel?
          How does this relate to their customers?


TIP! It’s meant to be fun – link it back to the fact that although people might
promote them today, the odds in the future might change
Action plans & presentations
  Creation of an Action Plan

                                       Which members of the
       Action:                 When:
                                              team:
Final review and recap
  List your three key learning points:




  Coach back to us one topic of value from today!
Nothing great was ever
achieved without enthusiasm!




Thank you for your participation
© 2007 Microsoft Corporation. All rights reserved.
This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

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M02 inside selling_managers_wrap

  • 1. Microsoft Inside Selling – Managers Wrap Presenter’s Name Presenter’s Title Microsoft Corporation
  • 2. Syndicate exercise What makes a good coach…
  • 3. Dealing with difficult scenarios Live coaching scenario What did you learn? F F f
  • 4. Coaching Toolkit Introduction to the coaching toolkit A series of ongoing coaching modules for you and your team
  • 5. Module One Setting the inside sales context OPEN Module duration: 1 hour Equipment: Flipcharts, music This module can be adapted to an opening specific to a campaign Prepare an opening for Microsoft What are the 3 key benefits? Tell them, tell them again, tell them what you told them, ask them Deliver key core statement full of benefits not features TIP! Play some lively background music to enhance the creativity of the team in this exercise
  • 6. Module Two Overcoming gatekeepers OPEN Module duration: 30 mins Equipment: none Team member to lead discussion on top ten tips to get past gatekeepers Each member of the team to share a funny story of how and when they have been ‘blocked’ in the past TIP! Make this as fun and upbeat as possible!
  • 7. Module Three PRESENT POSITION Present position PROBE Module duration: 30 mins + discussion time Equipment: sheets of paper to create call observation sheets and a tape recorder with play back facilities “It’s better to understand than be understood” Place your team – into pairs Delegate A is asked to think of a topic or hobby they are interested in – their task is to persuade delegate B to take up this hobby or new interest. Record the conversation. Put a tick every 15 secs when.. Delegate A is speaking Delegate B is speaking Delegate A is telling The speaker is asking
  • 8. Module Four VISION Vision PROBE Module duration: 40 mins Equipment: A product (mug), sweets & goodies Purchase justification to the board ABC Ltd Using the cards in the pack, allocate roles Key learning points Would your contact be able to promote your product? What can you do to help? Who else can you influence in your account? TIP! As a non-executive director of the board make sure you are throwing in lots of awkward objectives
  • 9. Module Five PROCESS/ PEOPLE/PRICE People PROBE Module duration: 20 minutes Equipment: Copies of the org chart handout Organisational charts Hand out 2 org charts to the team & get them to complete one for each of their top two accounts Who are the people and what is the depth of their awareness of Microsoft and the project? TIP! It’s what they don’t know that you are interested in!
  • 10. Module Six PROCESS/ PEOPLE/PRICE Process PROBE Module duration: 20 mins Equipment: Flip chart papers & coloured pens How customers/partners place an order From the direct customer saying ‘Yes’, what happens next? Team to create a flow chart of how to process and order & all the possible black holes TIP! They may not know all the answers, the important part is whether they have asked the questions
  • 11. Module Seven Role play PROVE VALUE Module duration: 10 mins in a team meeting + 10 mins discussion time Equipment: Ball, prize (sweets or chocolate) Divide the sales team into two groups Team A are the sales people Team B are the buyers The sales people have the following instructions They are selling a ball for corporate stress relief at £10 each They can negotiate on a large (50+) order down to £7 each The sales people must sell all the benefits to the buyers and convince them why it is better than the competition The buyers are given the following instructions You will only pay a maximum of £5 The ball is thrown between the teams depending on who has control over the value of the conversation TIP! They may not know all the answers, the important part is whether they have asked the questions
  • 12. Module Eight Use of language and communications PROVE VALUE Module duration: 45 mins Equipment: Flip chart pens and time to call listen to delegates Top Left Top Right On the left-hand side, draw a single A grave stone in the centre, with a palm tree on a desert island. On cross on top and the letters RIP the right is a ship with two funnels engraved in the middle. A fence and a sun above. runs horizontally behind the grave. Bottom Left Bottom Right A large letter X filling most of the A stick man wearing a top hat, and section, with a letter S on either smiling. side.
  • 13. Module Nine Objection handling PROVE VALUE Module duration: 45 mins Equipment: none Preventing objections vs. handling objections A look at the issue of Advantages leading the buyers to respond with objections. This occurs when the seller proposes a solution before building needs sufficiently. As a result the buyer doesn’t feel that the problem is serious or urgent enough to justify and expensive solution. This brings us to the value equation. To obtain the buyer’s commitment to a sale you need to build the value of the problems or needs enough to outweigh the cost of the solution. The value equation shows that building the value of the buyer’s problems actually prevents objections. Preventing objections ultimately costs sellers less than handling objections – less time, energy and hassle. See the value equation handout for more information Manager to facilitate conversation on why this is all so important TIP! Let one of the team lead the session – manager just to facilitate
  • 14. Module Nine Objection handling PROVE VALUE Value equation handout Preventing objections vs. handling objections Handling value objections Problem the buyer Price objections to Latent should take your solution Need seriously but doesn’t Vision & Our present It’s not It’s not Advantages Value system is worth the worth the unreliable Questions cost of cost of but we can changing it changing it live with it Non-latent Objections Unreliability: Need Adds to cost - May lose business Objection Objection - Delays irritate Handling Handling customers - Hurts our business image - Increases operator frustration
  • 15. Module Ten Team presentations QUALIFY Module duration: 1 hour Equipment: none Nominated salesperson to present on the following to the team: BANT Closing statements 10 minutes each Assumptive closing MSSP Dominoes TIP! Get the group to challenge each other to ensure they believe the behaviour
  • 16. Module Eleven In call management NEXT ACTIONS Module duration: 45 mins Equipment: none Salespeople to present potential campaigns The rest of the team prepare a SWOT on all the possible outcomes Why will the customers want to know more? Where will you be able to be assumptive? TIP! Run a mini role play to enhance the learning
  • 17. Module Twelve NEXT ACTIONS Module duration: 45 minutes Equipment: Racing playing cards, wrapped sweets Get the team to back the ‘horse’ they want to win Key learning points Who did they choose? Why? How did it feel? How does this relate to their customers? TIP! It’s meant to be fun – link it back to the fact that although people might promote them today, the odds in the future might change
  • 18. Action plans & presentations Creation of an Action Plan Which members of the Action: When: team:
  • 19. Final review and recap List your three key learning points: Coach back to us one topic of value from today!
  • 20. Nothing great was ever achieved without enthusiasm! Thank you for your participation
  • 21. © 2007 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

Notas do Editor

  1. Use the Present Position Analysis SheetGet your team to run the exercise as per the above instructions – can also be run as a 121 exercise if necessary with the manager player the role of delegate B.Using the analysis sheet ask delegate A: who talked more and why?Replay the tape to them and ask them “what was their objective of the exercise?”Most people are amazed to find how much they are talking when they are trying to persuade and how they ask more when they are trying to understand.Relate this back to their role – if we truly want to understand a customer’s present position, we need to do less talking and more asking – being prepared with some sample questions will assist their confidence – get them to prepare a list of 10 questions they could use in the future.