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Similar to Everyone Sells Version 2
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Everyone Sells Version 2
- 1. Beyond Service…Everyone Sells SUBTITLE HERE DEMO Session November 12, 2009 • 1:00 pm
- 2. Housekeeping Items: The phone line WON’T be muted, please put your phone on mute This webinar is being recorded
- 3. Saving Today’s Presentation Slides: To save a copy of this presentation, you can only do so during today’s event. Go to the file menu at the top left corner, select transfer , and when the transfer box appears on your screen, double-click on our document to save to your PC.
- 4. Webex 101: Click to raise your hand Click to answer YES to a question by the instructor Click to answer NO to a question by the instructor Use emoticons to express your feelings
- 5. How to Use the White Board Annotation Tools Text Tool You must hit the Enter Button to display your response!
- 6. Learning Objectives for Today: Present the e-Learning Live approach to the topic of maximizing existing customer relationships. Give you the e-Learning Live approach to identifying and unlocking the potential of non-sales employees. Content Agenda: Effective soft-sales techniques for all employees to use during customer interaction.
- 7. Share Your Point of View When you hear the word SALESPERSON, what type of person comes to mind?
- 8. Most people don’t think of themselves as being in sales yet anyone who interacts with a customer in even the smallest way, is selling. We are all in Sales Receptionist, support Call Center, technical Fulfillment, shipping
- 9. MYTH: Sales is hard, scary, intimidating, awkward. Can you list any other negative perceptions?
- 10. TRUTH: Sales is as simple as being a good listener, asking questions, caring and solving problems!
- 11. You are a Natural Influencer Most people have un-tapped sales abilities and they don’t even know it. Getting your kids to do what you want them to. Motivating spouses and family
- 12. Why does my influence matter? All businesses depend on their common unit of wealth, known as the CUSTOMER . Success depends on long term business from repeat customers. Unhappy customers never return, happy customers are loyal and bring others with them.
- 13. How can I use my influence with a customer? Start with a caring attitude. People won’t care about you until they know how much you care about them. How can you quickly let a customer know that you care?
- 14. Listening skills Listen first, talk later. Before you can influence a customer you first need to have a clear understanding of their needs.
- 15. Rapport Building Building rapport is the most important part of influencing (selling). The goal is to connect without dominating the conversation.
- 16. Share Your Experience Using the white board, let’s list easy ways to build rapport.
- 17. What are you projecting? Your voice accounts for most of the impression you make. What do you want your tone to reflect? “ You are important to me and I am happy to help you!”
- 18. What does the customer want, really? To be heard To feel important Problem solving Action
- 19. Is the customer always right? Even when they are irrational?
- 20. Most customers have no idea what they need, but they do know they have a problem. Start from that point and work toward solutions using your unique knowledge and skills. Try this: Fast way to calm an angry customer: “I understand you have a problem and I’m going to make sure it gets fixed”. Then fix it, no excuses.
- 21. Customers for life….making a lasting impression When your entire organization cares, it shows This hand written note cost 44 ¢ and took less than five minutes of effort to produce.
- 22. Identifying the potential of non-sales employees Professionalism Communication and grammar skills Empathy Consistency Caring and diligence
- 23. How to choose the right person for a sales position Consider the interview to be their best sales pitch. Hold a high and critical standard of evaluation. Don’t ignore subtle signs that bother you. Look for the candidate to get you excited and fired up. Keep the focus on your questions not theirs.
- 24. 5 Revealing sales Interview questions What are you most passionate about? Walk me through a typical weekend in your life. What area do you need the most improvement on? Tell me about a sales accomplishment you are proud of. Give me an example of sales disappointment, how you handled it and what you learned as a result.
- 25. What you are looking for; Motivation Priority Resilience Engagement Humility
- 26. Summary We are all selling something. Any job or task calls for the ability to connect, listen, share and persuade others. Employee emphasis on soft selling can have a dramatic impact on customer retention and satisfaction. Happy customers return often and bring others with them. If you find your employees interesting and engaging, chances are your customers will too.
- 27. Closing Feedback Thanks for participating!
- 28. Thank you for your time! Alicia Hicks [email_address] Kristie Jones [email_address] Next Demo Class is @ 1pm CDT/2pm EDT