Learn about, the sales process, customer personality styles, the golden principle of selling, the secrets of successful sales closing,

1. WELCOME
SUCCESSFUL SALES CLOSING SKILLS

2. MODULE 1
THE SALES PROCESS

3. THE 7 STEPS SALES PROCESS
• PROSPECT

4. THE 7 STEPS SALES PROCESS
• INTERVIEW

5. THE 7 STEPS SALES PROCESS
• ANALYZE NEEDS

6. THE 7 STEPS SALES PROCESS
• PRESENT

7. THE 7 STEPS SALES PROCESS
• NEGOTIATE

8. THE 7 STEPS SALES PROCESS
• CLOSE

9. THE 7 STEPS SALES PROCESS
• FOLLOW UP

10. CREATING VALUE FOR CUSTOMERS
IDENTIFY CREATIVE SOLUTIONS TO CUSTOMER PROBLEMS
EASE THE CUSTOMER BUYING PROCESS
FOLLOW-UP AFTER THE SALE IS MADE
CUSTOMER VALUE
+
+
=

11. MODULE 2
CUSTOMER PERSONALITY STYLES

12. DANCE ACCORDING TO THE MUSIC
• What we would like to be able to do is identify
a customer’s personality type and be able to
sell our services using the customer’s
personality to OUR advantage

13. SOCIALIZERS @ SPEAKERS
_______________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________

14. SOCIALIZERS: POSITIVES
• Easy to establish rapport: They want to be
your friend BEFORE they do business.
• They love a good debate, as long as you don’t
dominate it.
• Thrive on involvement with people and they
love an audience.

15. SOCIALIZERS: CHALLENGES
• Impatient: They tend to bore easily.
• Detaches or moves away from a situation to
avoid loss of self-esteem.
• Digression: They rather hear about your
brother-in-law’s surgery than discuss the
business at hand.
• Verbalizes judgmental feelings.

16. SOCIALIZERS: TACTICS
• Build a good rapport, but don’t visit!
• Use the customer’s name often.
• Emphasize the word “special”.
• Agree with them as much as possible - avoid
arguing.
• Sell not only to them, but to their family as
well.

17. RELATERS @ LISTENERS
• _____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_______________________

18. RELATERS: POSITIVES
• Very friendly: They tend to get along with
EVERYBODY.
• Rapport building is EASY. They love to bond
with people.
• Tendency to agree with you - they stay away
from confrontation.
• Focused on the RELATIONSHIP.

19. RELATERS: CHALLENGES
• Wishy-washy: They sometimes cannot make
up their mind.
• Dependent: Must get approval from other
people.
• Overly-Sensitive: Their feelings can be hurt
easily.
• Procrastinators.

20. RELATERS: TACTICS
• Use empathy!
• Always reassure them that their decision is the
RIGHT decision.
• Be VERY patient.
• Once they commit to the sale, don’t waste
time.
• Keep a soft and comforting tonality.

21. ANALYTICS @ THINKERS
• _____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________

22. ANALYTICS: POSITIVES
• Dependable: They will follow through with
what your agree on.
• Organized: When you give them details, they
will analyze and follow them exactly.
• Independent: They can do things alone.
• They rarely miss a deadline.
• Focused on the DETAILS.

23. ANALYTICS: CHALLENGES
• Indecisive. They must have ALL the facts
before they make a decision.
• Stuffy at times: Hard to establish rapport.
• Logic sells: Emotion does not.
• Picky: They become irritated easily with
glitches.
• Serious: Humor usually doesn’t work.

24. ANALYTICS: TACTICS
• SLOW DOWN! They like to write down
everything and make sure they have all the
information.
• Don’t be afraid to give them all of the data
they want. The more the better.
• Be very precise with all of your information.

25. DIRECTORS @ DOERS
• _____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________
_____________________________________

26. DIRECTORS: POSITIVES
• Quick to respond - no need to guess with
these people.
• A scripted presentation will greatly increase
your chance of selling premium services.
• Directors truly appreciate professionalism.
• They accept challenges easily.

27. DIRECTORS: CHALLENGES
• Inflexible: “This is NOT Burger King…”
• Impatient: “Just the facts…”
• Tend to be non-empathetic: Intolerant of
feelings and inadequacies.
• Poor listening habits: In one ear and out the
other.
• Never seem to relax: Everything is
competition.

28. DIRECTORS: TACTICS
• Establish rapport quickly, but don’t try to
become friends.
• Keep your presentation moving steadily.
• When you close and get a commitment, GO!
• Always use the proper title and last name.

29. CONCLUSION
• Tailor your
presentations to
coincide with your
customer’s
personality.
• Let the customer’s
personality work to
your advantage, not
theirs. This leads to:

30. MODULE 3
THE GOLDEN PRICIPLES OF SELLING

31. 1. ALWAYS SELL TO PEOPLE
• To become a good salesperson, it isn't enough
to know how to sell. You must aim to become
a people expert. It may sound shocking, but
the best professional salespeople actually like
people!
• Remember, people buy from people -- they
always will.

32. 2. YOU HAVE TO SELL YOURSELF
• Just as you are selling to people, you must also
remember that you are not only selling and
representing a product or service, but you are
in effect selling yourself.

33. 3. YOU MUST ASK QUESTIONS
• Always remembering the traditional rules of
questioning: What? Where? When? Which?
Why? Who? And How?

34. 4. LISTEN TO UNDERSTAND
• Successful sales professionals talk for 20
percent of the time and listen for 80 percent
of the time.

35. 5. FEATURES MUST BE LINKED TO BENEFITS
• It's a standard sales component, but the
features-and-benefits connection bears
repeating and reminding: Features are
common, but benefits are personal and
specific.

36. 6. SELL THE RESULTS – PAINT A PICTURE
• Discover your prospect's "prime desires," and
personalize the benefits to him or her.

37. 7. YOU CANNOT RELY ON LOGIC
• Emotion drives 84 percent of all buying
decisions, not logic. What are the chief buying
emotions? They include ego, security, pride of
ownership, greed, health, prestige, status,
ambition, and fear of loss.

38. 8. SELECTIVE PRODUCT KNOWLEDGE IS THE KEY
• A good salesperson realizes that buyers buy
solutions and results; they do not buy
products or services. Know the specific
aspects of your product or service that will
create your client's desired result.

39. 9. AIM TO BE UNIQUE
• Every business, every company, every product
has something that is unique, and this is what
you need to stress. Look outside the square,
and identify the uniqueness of your product,
your service, your company -- and yourself.

40. 10. DON’T SELL ON PRICE
• You must value your expertise, your products
and your services, and price accordingly.
Remember, anyone can give business away.
Selling merely on price means we do not need
sales people!

41. 11. PRESENT YOUR SOLUTIONS
• When we present our proposals, rather than
mailing, faxing or e-mailing, we increase the
likelihood of a sale by a factor of 10 if we do
so in person.

42. 12. BE PROFESSIONAL AT ALL TIMES
• Don't worry about being liked -- be respected.
• Being professional is not one thing, it is three:
It is what you do, what you say, and how you
present yourself.

43. MODULE 4
THE SECRETS OF SUCCESSFUL SALES CLOSING

44. SELLING MISTAKE # 1
UNPREPARED
•Spend time on understanding the real needs
and wants of prospects before sales calls.
•If that means doing some research at the
library or on the internet then consider that
time spent as an investment in your success

45. SELLING MISTAKE # 2
NO FORMAL SALES PRESENTATION
• It is however an explanation of what you sell,
presented in an orderly fashion, in plain talk,
so prospects can easily not only understand
what you sell but also why they should buy.

46. SALES MISTAKE # 3
FORCING RELATIONSHIP
• It’s good to build positive relationships with
customers, however, people don't become
lifelong pals after one or two sales calls.
• Good business relationships develop slowly
based upon mutual respect.

47. SALES MISTAKE # 4
NOT LISTENING
• Some salespeople simply talk too much!
• The more your customers speak, the more
information you gain about how to best serve
them.

48. SALES MISTAKE # 5
NOT TAKING CARE OF ESTABLISHED CUSTOMERS
• Some salespeople enjoy the chase of
obtaining new accounts so much they tend to
ignore their established business.
• Remember, your best customers are your
competitor's best prospects!

49. HANDLING SALES OBJECTIONS
Sales Objections Are Sales Opportunities
• Most salespeople think of objections as a bad thing...
but they're missing the big picture.
• If your customers raise an objection, that's actually a
GOOD sign!
• The fact that they're talking about their concern means
that they're giving you a chance to answer it.

50. HANDLING SALES OBJECTIONS
DID YOU KNOW?
• 44% of sales people give up after the 1st
objection
• 22% of sales people give up after the 2nd
objection
• 16% of sales people give up after the 3rd
objection
• 10% of sales people give up after the 4th
objection

51. HANDLING SALES OBJECTIONS
DID YOU KNOW?
• Only 8% of sales people continue to sell after
4 objections!
• 73% of the clients will buy after the 4th
objection!

52. WHY CUSTOMERS OBJECT?
Psychological Reasons:
• Dislike decision making
• Prefer old habits
• Reluctance to give up something old for something
new
• Unpleasant experience with other companies.

53. WHY CUSTOMERS OBJECT?
Logical Reasons:
• The customer isn’t convinced
• The customer doesn't understand
• The customer is attempting to hide the
reason. (Objections are either real or fake)

54. OBJECTIONS HANDLINGS TECHNIQUES
the customer must agree that
• They need your product or service
• Your product is the solution to their problem
• You are the person from whom they should
buy
• Your company is the one to deal with
• The time to buy is now
• The price and terms are fair

55. BUYING SIGNALS
Rapid Talking
 Sudden Friendliness
 Chin Rubbing
 Question about price, terms, or delivery
 Change in attitude, poster, or voice

56. A PATH TO SUCCESS
• “The best news is that all sales skill, including
closing, are learned and learnable. If you can
drive a car, you can learn how to close the
sale.”