A two day workshop
When staff are new to sales it can seem daunting, especially when they have targets to meet. If the staff you need to promote your products and services get it wrong then it can knock their confidence and negatively impact how your customers see you as an organisation.
This programme provides staff with the basic skills they need to sell and enables them to:
Understand their customers and their needs
Identify potential new customers
Build rapport
Assess customer needs
Introduce products and services
Gain commitment
Maximise sales with existing customers
learning objectives
- Profile customers
- Research and identify potential new customers
- Use the consultative sales process
- Build effective rapport with customers
- Identify customer needs through effective questioning and listening
- Position products and services effectively
- Close the sale or gain commitment to further action
- Manage their customer portfolio to maximise sales
Session outline
1. Introduction
- Aims and objectives of the training
- Personal introductions and objectives
- Self-assessment of existing sales skills
- Overview of content
2. Knowing your customers
- Who are your customers, and what do they want from you?
- What are your strengths, compared to your competitors?
- Who are your new potential customers?
- How do you communicate with new customers?
- What do you need to know about your customers before you start to sell?
- Making the initial approach
- Planning your pipeline – keeping the customers coming
3. The four-step sales process
- Overview of the consultative sales process
- Key benefits of using the consultative sales process
- Focusing on behaviours not targets
- The behaviours of a good salesperson
- Common pitfalls and mistakes
- Personal strengths and weaknesses
4. Building rapport
- First impressions – Mehrabian theory of communication
- Short cuts to building rapport
- Looking out for clues as to how the customer is thinking
- Looping back to keep the conversation flowing
- Acknowledging past communication
- Dealing with emotions such as anger
- Setting the agenda to keep control
- Getting past gatekeepers
5. Questioning and listening
- How to ask open questions to uncover information
- Left brain questions
- When closed question can be useful
- What stops us listening?
- The four levels of listening
- How to develop your listening skills
6. Presenting products and services to customers
- When to present
- Using benefits not features
- Making it personal
- Using reciprocity
- The tendency towards the middle
- Using consistency
7. Gaining commitment
- Testing the water
- Dealing with objections using ACLEO
- Asking for the business
- Getting referrals
- Ending with a personalised close
- Following-up
8. Managing your customer pipeline
- Spotting opportunities for cross-sales
- Managing your portfolio
- Maximising sales proactively
- Review meetings
- Customer satisfaction measures and surveys
- Mystery shopping
9. Putting it all together
- Skills practice
- Personal learning summary and action plans
