Debrief - Sales fundamentals

DEBRIEF – SALES FUNDAMENTALS

INTRODUCTION In the current scenario where ‘competition’ is the name of the game, it is necessary that you stay ahead of your peers and be a market leader. Sales, as a function is dynamic in nature, which demands you to be engaged in a constant endeavour to upgrade and hone your skills. During the workshop, participants got useful insights on how to use behavioural models effectively to profile their customers and teams in order to achieve superior results. OBJECTIVES } Learning how to become an effective sales person } Understanding customers and their needs } Understanding different styles of communication } Becoming an able and seasoned negotiator } Realizing the role of effective relationships in sales } Moving from a sales person to a business enabler } Closing the deal through technique of account mapping } Handling objections

ABOUT ATYAASAA Atyaasaa is resolute on meeting the needs of human resources, through behavioural processes, training, counselling, coaching and management consulting. It is on a Mission of “Awakening Human and Business Excellence”. Its transformational processes facilitate unleashing of innate energies ensuing superior performance and productivity, both in individuals and organizations. Atyaasaa’s Vision is, to remain a leading and niche human resource training, counselling and consulting organization offering quality services through quality people. Atyaasaa is thus partnering with top brands at a National and International level in their mission of holistic growth.

For further details: Write to us at: info @ atyaasaa.com Visit us at: www.atyaasaa.com

Call us on: (91-20) 25896445

DEBRIEF - SALES FUNDAMENTALS

SALES A sale is as an act of selling a product or service in return for some commercial gain. Key attributes of sales as per the discussion: } Sell the product } Represent your company } Evaluate customers’ demand } Earn profits } Provide customer service and maintain relationships SKILLS VS. COMPETENCIES Skills are those attributes which help you perform in normal situations. Competencies are those attributes that are required to perform in challenging situations.

CRITICAL COMPETENCIES OF A SALES PERSON } Withstanding pressure } Perseverance

} Drive for results } Self motivation

} Planning and decision making } Interpersonal effectiveness } Ability to take risks

2

1

SHORT TERM SUCCESS AND ARE JOB HOPPERS

LONG TEM SUCCESS

4

3

NO JOB

STAGNATION

HIGH

LOW

SKILLS

DEBRIEF - SALES FUNDAMENTALS

COMMON MISTAKES IN SALES CYCLE } Plan the call Ù Why should I plan? Ù No information Ù Not choosing the right person } Fix the meeting Ù Meeting without an appointment Ù Rescheduling the appointment as per our convenience Ù No agenda and preparation Ù Fixing an appointment without considering one’s schedule Ù No minutes of meeting for the previous meeting } Understanding customer needs Ù Do not try to understand customers’ needs Ù No focus on facts Ù Poor product knowledge and communication Ù Not letting the customer talk } Presenting the solution Ù Solution that does not meet his needs Ù Vague solutions Ù Improper product and process knowledge } Handling objections Ù Unnecessary argument as we become defensive Ù Casual approach towards objections Ù Remarks about our competitors Ù False or over commitment } Close the deal

Ù Not summarizing the agreed points Ù No coordination with internal teams Ù Poor knowledge of internal processes Ù No customer sign offs } Implementing Ù Improper solution Ù No coordination with other functions } Develop account Ù Poor customer service Ù Not taking calls Ù No feedback from the customer Ù Take customer for granted

DEBRIEF - SALES FUNDAMENTALS

ORGANIZED VS. UNORGANIZED

2

1

FORCES CUSTOMERS TO BE ORGANIZED

LONG TEM RESULT ORIENTED LEADERSHIP

3

4

NO RESULT AND HIGH RELATIONSHIP

ESCALATION OF CUSTOMER COMPLAINTS LEADING TO BAD BRANDING

ORGANIZED

UNORGANIZED

CUSTOMER

CHALLENGES IN COMMUNICATION CYCLE Sender } Unclear thoughts } Improper channel } External environment distractions Ù Creates negative emotions

Ù Losing control

} Improper receiver } No empathy } Assumptions } Lack of knowledge about product, service and process } Emotional state while sending the message Message } Language – sentences, dialect etc } Mother tongue influence } Size of message } Vagueness of the message } Choice of words - technical jargons Channel } Selection of channel Ù Based on customers’ requirement

Ù Understand situation

Receiver } Unclear thoughts } Perceptions

} Assumptions as a receiver } Distractions like phones } Improper knowledge } Emotional state } Improper channel Feedback } Improper feedback

DEBRIEF - SALES FUNDAMENTALS

UNDERSTANDING YOUR COMMUNICATION STYLE Different types of communicators

OWL “I’m OK, you are OK”

BEHAVIOUR OF A CUSTOMER Turtle: Never likes your product and will look into negatives only. Teddy: Always praises your product and is very easy to deal with. Sharks: “I know it all” type of a customer who believes that a salesman always cheats. He would do business only with someone who has immense knowledge about the product. Fox: Misleads and puts pressure on the salesman. Owls: Indulges into straight forward discussions and honours commitments. BUSINESS IMPACT OF EACH STYLE Turtle: Feel unwanted as people around do not want to spend time with them and no professional and personal growth takes place. Teddy: They are always used and growth is very slow as relationships do not last for long. Shark: They have more enemies than friends and are bad team players. They underperform as compared to owls. Fox: They do not have any credibility and their success is short lived. They spoil the culture of the organization. Owl: They have great credibility and are performers. Turtles do not involve themselves in conversations directly, they try to avoid them. If they can physically leave the situation, they will. However, if they can't leave, they will try and avoid it or refuse to talk about it. When confronted, turtles will abandon their own goals and relationships and display passive behaviour, without getting the problems resolved. FOXES While communicating, foxes try to find a compromise. They are willing to sacrifice some of their opinions while convincing others to give up theirs. TEDDY “I’m not OK, you are OK” Teddy wants to be liked, pampered and to maintain the relationships. Hence, they let the other person have their way. They tend to feel that others’ point of view is much important than theirs. While communicating, the shark cares nothing about relationships but will do anything to win. Their purpose is to satisfy their own needs by any possible means. Their behaviour is aggressive and they may use verbal attacks or manipulation. The wisest way of dealing with people is to adopt the behaviour of the owl. Owls deal with conflicts by collaborating. They are direct and state their point of view while being empathetic. SHARK “I’m OK, you are not OK” TURTLE “I’m not OK, you are not OK”

DEBRIEF - SALES FUNDAMENTALS

NEGOTIATING FOR SUCCESS Very often, we find ourselves in situations where we have to or are required to negotiate. What you need at this point is the knowledge of negotiation skills. How to negotiate better? BATNA – Best alternative to the negotiated agreement First agree on the compatible issues, then the integrative issues and finally distributive issues. } Distributive issues : Parties interests are directly opposed and they value the issues similarly } Integrative issues : Parties want different things but they value the issues differently } Compatibility issues : Both the parties want the same thing Elements of negotiation Negotiation styles } Teddy: Accommodate (Issues that are not very important to you) } Shark: Force (Always force internally to ensure that the commitments are met) } Turtle: Avoid (Any unethical practices) } Fox: Compromise (If you have genuinely failed on commitments) } Owl: Collaborate (When the issue is very critical to both the parties) UNDERSTANDING ACCOUNT MAPPING Account mapping is a technique that helps you profile your customers for effective dealing. Whilst on a sales call each sales person is likely to meet one of the following types of customers. It is imperative to understand who you are dealing with before moving ahead with the deal. PREPARATION EXCHANGE OF INFORMATION BARGAINING COMMITMENT

Coach - Gives a lot of information and projects himself as close to the management.

Fox - Always misleads, provides incorrect information and helps competitor win.

Influencer - Entry point in the organization and is very close to the decision maker.

Champion - One who fights for you and helps in closing the deal.

Decision maker - The ultimate authority to make the decision.

DEBRIEF - SALES FUNDAMENTALS

STRATEGIES TO MOVE A SALES MAN TO A SALES CONSULTANT (BOX 9)

7 COACH AND MAKE HIM RESOLVE CUSTOMER ISSUES

8 MAKE HIM PART OF CROSS FUNCTIONAL TEAM 5 GIVE THEM ROUTINE WORK AND SALES TRAINING

9

GIVE HIM CRITICAL AND CHALLENGING ACCOUNTS

4

6

CUSTOMER SERVICE AND PRODUCT TRAININGS AND DETAILED REVIEWS

COACH HIM AND TAKE HIM ON SALES CALL

1

2

3 REGULAR DETAILED REVIEW, TRAINING AND TAKE HIM ON SALES CALL

COUNSEL TO INCULCATE POSITIVE BELIEFS

TRAINING ON SKILLS AND DETAILED REVIEW

LOW

MEDIUM

HIGH

CONSULTANT

HIGHLIGHTS OF THE WORKSHOP

Key insights from the workshop } Build strong relationships with customers and trust them } Understand your customer before dealing with them } A customer can read your behaviour, focus on him during the meeting } Never stretch a meeting beyond 45 minutes } Do not push for closures, they will happen when the time is right } Honour your commitment and take ownership } Move out of your comfort zone and take challenges } Avoid discounted selling unless required

For further details: Write to us at: info @ atyaasaa.com Visit us at: www.atyaasaa.com

Call us on: (91-20) 25896445

Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7

Made with FlippingBook - professional solution for displaying marketing and sales documents online