Introduction to sales (In-House)

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