A basic introduction to the principles of selling in the 21st Century. Sales processes needn't be complicated. Here we cover the basics of qualification, objection handling, closing and retention in simple steps for those small business owners, professionals and reluctant sales people out there. www.highestbranch.com

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inspirational sales
Sales. It s not as bad as you think

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introductions
what is selling
what is a sales process
customer qualification
handling objections
closing
whats next?
welcome - agenda

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define: sale
se l/
noun
plural noun: sales
1.the exchange of a commodity for money; the action of selling something."we withdrew it from sale"
2. synonyms: selling, vending, disposal; More: dealing, trading, bargaining

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how do people sell?
how do we sell?
how do we BUY?
Open Forum

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What is a sales
process?
!
!
This?

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What is a sales
process?
!
Maybe
This?

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What is a sales
process?
!
Perhaps
this?

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qualification
objection handling
closing
retention
happily it is much simpler!

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define: qualify
!
kw l fa
In selling, process of determining if a certain lead (potential customer) has certain
characteristics (such as ability, authority, and inclination to purchase, and economic size of the
expected order) that qualify him or her as a prospect.
!

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wait for the customer to ask a question
move straight into a sales pitch
don t really listen
attempt (poor) small talk to build rapport
Bad qualification

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ask open questions
engage in conversation with (not at)
use information given to engage further
ask more open questions
rinse and repeat
Awesome qualification

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separates YOU from the competition
allows you to fully understand needs
builds rapport
puts customer at ease
everybody loves talking about themselves!
why bother?

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it takes too long
customers get all defensive
they only care about the price anyway
I don t know how to talk to people
not for me?

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“I’ve learned that
people will forget
what you said, people
will forget what you
did but people will
never forget how you
made them feel”
!
Maya Angelou

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Qualifying is
actually easy
2 ears, 1 mouth!
lets do it..

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define: objection
uhb-jek-shuhn
noun
1.
a reason or argument offered in disagreement, opposition, refusal, or
disapproval.
2.
the act of objecting
3.
a ground or cause for objecting
4.
a feeling of disapproval, dislike, or disagreement.
!
Synonyms
4. complaint, protest, criticism.
!

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price
complacency
fear
trust
external influencers
timing
the objections

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break down overall cost into smaller service
funding options available
help client justify cost personally
positive outcomes
focus on your unique value
focus on quality
Price
Your services just cost too much

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Complacency
I think I m ok the way I am just now
paint picture of what could happen
explain potential problems of delay
often strongly linked to price objection
focus on your unique value
reinforce positive outcomes

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Fear
I ve decided I don t want to - too much can go wrong
strongly related to complacency
demonstrate past examples from clients
focus on the positive outcomes to be achieved
take your time and empathise
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Trust
It seems you know what you are doing but how can I be sure?
very few people will ever tell you this
but they might still be thinking it anyway
consistent openness and honesty is the key
testimonials, case studies, references
!

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External Influencers
It s fine but I need to talk to my partner
frequently used as an excuse
longer and better qualification should avoid this
if genuine then restart process again
we really want to try and avoid this
!

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Timing
It s too much to think about just now - call me back in 6 months
if there are issues, chances are they will still be there in 6 months
make it easy to become your client
stress your flexibility
re-sell your unique value and qualities
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Overcoming
Objections is not
easy!
There are some big hairy
problems to overcome!
Lets practice..

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objection overcome?
Great!
move STRAIGHT to the close
DANGER - SALES APPROACHING

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define: close
close the deal Complete a transaction, as in Jack was delighted to close the sale .
This term applies to such transactions as the sale of a house, as well as negotiations
leading up to a sale.
!
The latter was also used as to close a bargain, a phrase used by Charles Dickens and
other 19th-century writers:
!
"He closed the bargain directly it reached his ears,"
Nicholas Nickleby, 1838.
!

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just ask - (often the hardest thing to do)
closing techniques
Closing the sale

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Closing techniques
Alternative Close
Assumptive Close
Indirect Close / question close
Sharp Angle
Balance sheet

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the alternative close
we can do this or we can do that
WHICH OF THOSE DO YOU PREFER?
Excellent, I will get you booked in right now

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the assumptive close
This is what we can do for you (don’t stop)
So I will get you booked in right now

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the indirect close
aka the question close
use indirect or soft questions
how does that feel to you?
what does that sound like?
gains positive affirmation from customer

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the sharp angle close
response to a question
if I can, will you? Offer compromise.
can often close a very unsure client

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the balance sheet close
aka - The benjamin Franklin
Write out a pro s and con s list
Assist the client (with the pro s)

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The easiest close is
just to ask for the
business.
All it takes is a little
confidence!
and practice..

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So what happens next?
It costs on average 6 times more to find a new customer than it does to retain and
maximise the potential from our existing client base, and yet we expend our energy
constantly looking for new clients. We need to focus on changing this paradox in the
21st Century .
Harvard Business Review, July 2009

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starts on delivery
measure satisfaction
focussed follow ups
constant contact
customer retention

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ask for referrals
testimonials
social media
positive messages sell products
use positive customers

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don t get hung up on making it complicated - its not
qualification is just conversation
great qualification limits objections
the easiest sales close is just to ask for the business
Sales - not as bad as you think?
Summary

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Thank you

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