Sales Lesson # 1

1. Sales Lessons For Start Ups
Session - 2

2. Review From Our Last Webinar
• Challenges in getting first customer to test the proof of concept
• Bringing continuous order to your sales pipeline
• Getting the right talent on board
• Designing applications/ building systems/products is a challenge in itself
• Resources are hired at cheaper cost which in turn many times do not deliver
expected results
• Creating effective distribution network

3. Review From Our Last Webinar
Sales Lesson 1 - The start up companies should have
customer in mind, involve the customer while building
the process or application to test the proof of concept
Sales Lesson 2 - Try to collaborate i.e. find people who
can work along with you, not necessarily for you
Sales Lesson 3 - Focus on revenue stream which are
annuity based, revenue should come on regular basis
Sales Lesson 4 - Hire, share resources or make partner
with people/institutions who have sales experience &
understanding
Sales Lesson 5 - Use social media platform effectively
to do sales, share your ideas with decision makers &
to create your brand

4. Our Today’s Webinar Will
Focus On
Sales Lesson – 1

5. Sales Lesson # 1
• Customer centricity is the key
• Pricing & Positioning are important
• Know your customer
• Take feedback & make amendments
The start up companies should have customer in mind, involve the
customer while building the process or application to test the proof of
concept

6. Customer Centricity

7. Five Ways To Build Better Customer Relationship
• Understand what you customer’s value
 Always listen to what they say and how they say it and adjust your approach to match
their expectations
• Show you genuinely care
 As a general rule, people want to connect beyond the professional level. Find out what you
have in common with customers and engage on that subject.
• Let your brand be your guide
 Your branding and marketing make a promise about customer experience and your
organization as a whole and it’s essential to deliver on that.
• Model the behavior you want to see
 The way you treat your employees shows them how they are supposed to treat your
customers. If you are always trying to cut costs, your employees may assume they should not
be offering discounts or adding value in other ways, which can go a long way towards
exceeding customer expectations
• Remember that relationships are built over time
 The most important thing is to be conscious of the experience you are delivering, and to
deliver it consistently
Good customer relationships are based on customer experience.
Research shows that just ‘satisfying’ customers isn’t enough to guarantee they’ll
come back, you need to go above and beyond

8. What is “Customer Centricity”
Customer-centricity involves aligning organizational
resources for effectively responding to the ever changing
needs of customers, while building mutual profitable
relationships.

9. Voice The Customer Process
• Obtain customer’s pulse
• Involve the customer
• Analyze information
• Socialize results
• Implement customer-focused
changes
• Respond to the customer

10. How To Obtain Customer’s Pulse?
• Survey the customer
• Interview the customer
• Get information from
customer-facing personnel
• Observe action and behaviors of
customers
• Embark on mystery shopping

11. Pricing & Positioning

12. Importance of Pricing In Business
Understanding how pricing affects your business model, not just your bottom
line, will help you better choose price levels.
Profit Margins
The price you set affects your profit margin per unit sold, with higher prices giving you a higher profit
per item if you don’t lose sales
Sales Volumes
One of the most obvious affects pricing will have on your business is an increase or decrease in sales
volume.
Position
The price you set sends a message to some consumers about your business, product or service, creating
a perceived value.
Market Share
The price you set makes you more or less competitive in the marketplace, affecting your share of the
market’s volume.
Loss Leaders
Some businesses price products or services at or below cost to get customers into their businesses, who
then spend more money elsewhere.

13. Know Your Customer

14. Understanding Your Customer
There are three main ways to understand your customers better,
• Put yourself in your customers' shoes
 Always try and look at your business from their point of view
 Understanding your customers and improving your service must be a priority
throughout your business
• Use data to understand your customers
 Collect and analyze data in order to shed light on their buying behavior
 They can help you to identify customer needs more effectively, allowing you to
up-sell and cross-sell increasing profitability.
• Ask your customers what they think
 Conduct a customer survey and you will make your customers feel valued
 As well as asking for feedback, set up a customer contact program to ensure you
keep in touch with your clients.
Understanding customers is the key to giving them good service. But great customer
care involves getting to know your customers to anticipate their needs and exceed
their expectations.
.

15. Customer Feedback

16. What is “Customer Feedback”
The term ‘feedback’ is used to describe the helpful information or criticism
about prior action or behavior from an individual, communicated to another
individual (or a group) who can use that information to adjust and improve
current and future actions and behaviors.
There are two types of feedback,
• Customer feedback - Buyers’ reaction to a company’s products,
services, or policies; and
• Employee performance feedback - Employees’ reaction to feedback
from their manager – the exchange of information involves both
performance expected and performance exhibited
Feedback and opportunities to use that feedback helps to improve and
enhance, whether an individual, group, business, or organization – and that
information can be used to make better informed decisions.

17. Why Feedback Is Important?
Effective feedback has benefits for the giver, the receiver, and the wider
organization
Here are reasons why feedback is so important.
• Feedback is always there
 Every time we speak to a person, employee, customer, vendor, etc., we communicate
feedback. In actuality, it’s impossible not to give feedback.
• Feedback is effective listening
 Whether the feedback is done verbally or via a feedback survey, the person providing the
feedback needs to know they have been understood (or received) and they need to know that
their feedback provides some value.
• Feedback can motivate
 Feedback from client, suppliers, vendors, and stakeholders can be used to motivate to build
better working relation.
• Feedback can improve performance
 Negative criticism is actually constructive criticism and is the best find of feedback that can
help to formulate better decisions to improve and increase performance.
• Feedback is a tool for continued learning
 Invest time in asking and learning about how others experience working with your
organization.

19. Next Upcoming Webinar
Section

20. Upcoming Webinar Sessions
By end of Sales Lessons Webinar Sessions, we will create
the following,
• A tribe of all Indian start ups with #indianstartups
wherein, start up firms list their problems and get
solutions to their problems through blogs
• Create project and sales campaign on Indian cuisine
focusing on one product line
My next Webinar session will cover the remaining sales
lessons 2, 3, 4 and 5

21. For any further queries, kindly reach me @
+91 8826313737 or email me @
munish@vsstechnology.com