Sales Mastery through understanding the chains of selling (self, product and customers) and leveraging on principles of relationship selling for positive customer experience.

1. Sales Mastery Workshop
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Unlocking The Customer’s Heart
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2. Its not what you sell, ITS HOW YOU SELL!!!
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Source: https://www.youtube.com/watch?v=dKcKqro14D8
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3. Topics Coverage
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Today’s Customer
The Chains of Selling
3 Dimensions of Buying
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4. Today’s Customer
Knowledge – I know the product, your company
& other company
Value – Do you deserve my money
Quality – What so special about your company?
Assurance – Do you promise what you say?
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=
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If you are not taking care of your customer,
your competitor will. – Bob Hooey
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5. The Chains of Selling
SELF
Mastery
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CUSTOME
R Mastery
PRODUCT
Mastery
The starting
and ending
points of
sustainable
selling
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6. Self Mastery
A salesperson should:
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7. Yet, Salespeople still make these mistakes:
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8. The Professional Salesperson
If you can’t sell yourself
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You can’t sell your product or service !!
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9. Customer Mastery
How customers
Assess
the salesperson
•He is a stranger !!!
•Does he give me a good
impression?
•Does he know his job?
•Can he be trusted?
•Does he knows what I really need?
Look through your customer's eyes. Are you the solution
provider or part of the problem? - Marlene Blaszczyk
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10. Customer Mastery
Top customers hates:
• Falling to listen
• Over-talking
• Talking at the customer
• Lack of knowledge
• Unreliable
• Unable / Unwilling to understand needs
• Poor Attitude
Knowing the customer is the key to successful
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selling
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11. Customer Mastery
The heart of selling lies in KNOWING &
SERVING the customer as a PERSON with
individual behaviour, emotions, needs and
preferences
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12. Product Mastery
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13. Reflection Activity
Why customers buy from me??
More Important
Why customers buy from my
competitors???
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14. 3 Dimensions of Buying
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Logos – able to provide factual and logical
reasons to help persuade people to buy
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Pathos – able to appeal to customers emotions
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Ethos -People want to do business with people
they like, trust and have confidence in
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15. What will made me buy from
you??
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