Presents
Pump up the Performance
Welcome
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What is retail ?
The term 'retail' is derived from the French word
retailer which means 'to cut a piece off‟ or „to break
bulk'.
Retailing is a vital part of the business industry that
involves selling products and services to consumers
for their individual or family use.
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Here are the Top 10,
as listed by PPP GDP
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PPP= Purchasing Power Parity /GDP =Gross Domestic Product
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Future of retail
Demand for white goods grew from 3.43 million units
in 1995-96 to 8.72 million in 2005-06 and is expected
to reach 13.14 million in 2009-10
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Why do people have that PPP
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Some of the Retail Chains (India)
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Some of the Retail Chains
(International)
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Some of the Brands and
Manufactures
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Retail Scenario in India
Indian retail industry has been rated as the fifth most
attractive, emerging retail market in the world. Indian
retail industry which account for over 10 percent of
the country‟s GDP
Eight percent of employment, is expected to grow at
a compounded rate of 30 per cent over the next five
years.
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India is one of the top ten emerging retail markets all
over the globe.
Many MNC retail companies are already here in
India and more on the way here .
Eight percent of employment, is expected to grow at
a compounded rate of 30 per cent over the next five
years.
Manufacturing companies also recruit retail staff to
reach out to the customers directly.
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Shopping has become a hobby for the new
generation.
The whole concept of shopping has altered with
time, in terms of format and consumer buying
behavior.
Thanks to rapid urbanization and sprawling shopping
centers, multi-storeyed malls and huge complexes
that emerge at an ever increasing speed in every
upcoming city like Ahmedabad.
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ALWAYS REMEMBER
IF YOU THINK YOU ARE BEATEN, YOU ARE.
IF YOU THINK YOU DARE NOT, YOU DON’T.
IF YOU’D LIKE TO WIN BUT THINK CAN’T,
IT’S ALMOST CERTAIN THAT YOU WON’T.
LIFE’S BATTLES DON’T ALWAYS GO TO
THE STRONGER WOMAN OR MAN
BUT SOONER OR LATER,
THOSE WHO WIN ARE THOSE
WHO THINK THEY CAN.
What do you need to get there ?
Employers look for people who enjoy working with
others and who possess good communication skills.
Employers also value workers who have the tact and
patience to deal with difficult customers.
Among other desirable characteristics are an interest
in sales work, a neat appearance, and a courteous
demeanor.
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As you gain experience and seniority, you can often
move into positions with greater responsibility and
may be given your choice of departments in which to
work.
This opportunity often means moving to areas with
higher potential earnings and commissions.
Although doing so often requires extensive
knowledge of the product and an excellent talent for
persuasion.
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The ability to speak more than one language may be
helpful for employment in communities where people
from various cultures live and shop.
Most retailers‟ look for an entrepreneurial drive
teamed with an aptitude for analytical and quick
thinking.
In many ways, working for a retail store is a little like
running your own business.
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Break
Understanding the Sales
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The steps to sale
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Parallel Dimensions of Selling
Selling Process Buyer‘s Mental Steps
Presentation
Prospecting Money
Discuss Product
Present Marketing Plan Authority
Explain Business Prop. Preapproach Desire
Suggest Purchase
Approach Attention
Discuss Product
Explain Business Prop. Presentation
Show Feature
Present Plan
List Price, Shipping Cost,
Explain Advantage
Availability, Delivery, Interest
Discounts, Financing,
Lead Into Benefit
Guarantee, Installation,
ROI, Value Analysis Trial Close
Let Customer Talk
Maintenance, Promotion,
Training, Warranty
Desire Desire
Determine Objections
Suggest Purchase
Product, Quantity,
Features, Delivery, Meet Objections Conviction Conviction
Installation, Price
Trial Close
Close Purchase
Follow-up & Service
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What is Selling?
Definition:
– Identifying customer needs, and matching
products to those needs.
– Selling is the transfer of products or
services from one person to another
through an exchange mechanism called
money.
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Most Of us would like to refer to a
customer as
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But they are
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As the old saying
―Customer is king – treat him like one
And pamper him as much as you
can.‖
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Sales Skills Training
MYTHS ABOUT SELLING
SALES: WHAT IT IS AND WHAT IT ISN‟T
SANITY CHECK!
Common Held Myths About ‗Selling‘
Selling is not about
TALKING
Selling is about
LISTENING
Selling is not about
‗The Lowest Price‘
Selling is about
‗The Highest Value‘
Selling is not about
A Product
Selling is about
A Solution
Selling is not about
You
Selling is about
The Prospect
Selling is not about
DEBATING
Selling is about
COMMUNICATION
Sales require Skills and knowledge
Let‘s get ‗STARTED‘
Wise words
IF YOU CAN OR IF YOU THINK YOU CAN‘T … YOU‘RE
RIGHT.
-HENRY FORD.
YOU DON‘T DROWN BY FALLING IN THE WATER
YOU DROWN BY STAYING THERE.
- EDWIN LOUIS COLE
Customers/ People
• People are like „Icebergs‟!
• Above the surface: Small part – Explicit
• Below the surface: Larger part – Implicit
(Emotions, Perceptions and Intentions)
• Though we communicate at both levels but it‟s the
explicit part that is generally visible
• Explicit – Polite Vs Implicit – Irritated
KNOW YOUR CUSTOMER
Qualities of the Sales Person
• Have a spotless appearance – nice formal
dressing can only help
• Radiate trust and sympathy
• Radiate confidence that you know your stuff very
well and your presence can be of use to the
customer
• Build a rapport
―YOU‖ –Are very Vital
• You are the first impression of the organization to
the customer
• Based on whatever you do the customer perceives
the organization
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Serving a customer..
• Step 1 – Smile and greet the customer
• Step 2 - Understand Customers‟ personality
• Step 3 - Adjust communication to different
personality types
• Step 4 – Listen to the customer
• Step 5 – Provide the best service to
customer.
Always service with A SMILE
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Break
How to open a Sales talk?
• Do you start by speaking about how good your
products or services are?
• Or a small talk about weather?
• Or is it better to start with introducing yourself?
―The first 10 words are more important
than your next 10,000!‖
Opening a Sales Call
• First 30 seconds of a sales call are crucial
You never get a second opportunity to make the first
impression
Therefore, you need to:
Set the scene in a positive way
Raise attention of the prospect
Kick off for a successful close
10 seconds:
You've already made a very clear impression
on prospects.
Less than 25 seconds:
They're beginning to make "Go/No Go“
decisions about buying from you.
Within 2-4 minutes:
They are likely to have decided whether or not
you're the person they'd like to buy from.
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Opening a Sales Call
„getting your customer‟s attention‟
Many a times opening line is about a product
and that can be irritating as the customer may
not even know what that product can do for him
You need to ask an exuberant question to
raise the interest of the customer!
Meeting Prospects for the First Time
1. Smile deep and wide
2. Maintain eye contact
3. Offer a greeting
Some claim it takes 43 muscles to
4. Shake hands frown and 17 to smile, we should
just smile because it's easier.
5. Always wear your name tag
6. Speak the language of the customer
7. Talk Politely and in a pleasant tone
8. Ask the customer what he/she is looking for
in the store and if you can help him/her
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Communication – A key to success
Why customers do not understand what you are trying to say?
There is a communication wall between people:
What you think
#
What you say
#
What the others hear
#
What the others understand
#
What the others do
You must carefully select the words to express what you really want to say
Wise words
THE ONLY PERSON WHO CAN ADD VALUE TO
YOUR CUSTOMER‘S LIFE IS YOU.
AND YOU GOT TO KNOW IT .
EVEN HEAVEN NEVER HELPS THE PERSON
WHO WILL NOT ACT
Communication : The Flow
Channel
Formulating Delivery
Message
Sender Receiver
Feedback
Perception
Response
Understanding
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―Listening, whether done by individuals or by
companies and government, is a signal of
respect. When people don’t feel listened to, they
don’t feel respected. And when they don’t feel
respected, they feel anger and resentment. This
resentment is multiplied and painful if people
think you’re pretending to listen but aren’t.”
- Hugo Powell
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―We were given two ears but only one mouth.
This is because God knew that listening was
twice as hard as talking.‖
Improving Listening in the Workplace
• Stop talking.
• Control external and internal distractions.
• Become actively involved.
• Separate facts from opinions.
• Identify important facts.
• Ask clarifying questions.
• Paraphrase to increase understanding.
• Capitalize on lag time.
• Be aware of gender differences.
Ten Misconceptions About Listening
1. Listening is a matter of intelligence.
Fact: Careful listening is a learned behavior.
2. Speaking is a more important part of the communication
process than listening.
Fact: Speaking and listening are equally important.
3. Listening is easy and requires little energy.
Fact: Active listeners undergo the same physiological
changes as a person jogging.
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Ten Misconceptions About Listening
4. Listening is an automatic reflex.
Fact: Listening is a conscious, selective process;hearing
is an involuntary act.
5. Speakers are able to command listening.
Fact: Speakers cannot make a person really listen.
6. Hearing ability determines listening ability.
Fact: Listening happens mentally – between the ears.
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Ten Misconceptions About Listening
7. Speakers are totally responsible for communication
success.
Fact: Communication is a two-way street.
8. Listening is only a matter of understanding a speaker‘s
words.
Fact: Nonverbal signals also help listeners gain
understanding.
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Ten Misconceptions About Listening
9. Daily practice eliminates the need for listening training.
Fact: Without effective listening training, most practice
merely reinforces negative behaviors.
10. Competence in listening develops naturally.
Fact: Untrained people listen at only 25 percent
efficiency.
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Most Irritating Listening Habits
1. Rushing the speaker and making him feel he
is wasting the listener‘s time.
2. Interrupting the speaker.
3. Not looking at the speaker.
4. Getting ahead of the speaker (finishing her
thoughts).
5. Not responding to the speaker‘s requests.
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Most Irritating Listening Habits
5. Showing interest in something other than
what the speaker is saying.
6. Saying ―Yes, but . . .,‖ as if the listener‘s mind
is made up.
8. Topping the speaker‘s story with ―That
reminds me . . .‖ or ―That‘s nothing; let me
tell you about. . . .‖
9. Forgetting what was talked about previously.
10. Asking too many questions about details.
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Break
CUSTOMER BASED TECHNIQUES
• Sell yourself not just the product.
• Be confident and genuine, the customer can
hear it in your tone of voice
• Find a common ground with the customer;
make them feel comfortable
• Answer customer questions to the best of
your knowledge; don‟t over do.
12/27/2011
Be A Seller NOT a Teller
Be A Seller NOT an order Taker
What is the number one word that
every Sales person is afraid of ?
NO !!
I need to think about it
I have to much debt to spend that much
I don‟t need any help I am fine
I don‟t have time now,
I need to ask my Wife
How do you avoid the NOs
The first “no” from the prospect isn’t
necessarily an absolute refusal to buy
It only means that the customer is not yet
convinced & the customer is saying tell
more
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But I want some of the titles from the Home
Compilation pack and some from the Games pack.
In order to keep our prices competitive the choice of free
software is one pack. I am sure you will be happy with
_____.
It is too expensive
Our machines really are good value for money,
remember there are no hidden extras so all the cables,
mouse mat etc are included. You will find our prices for
the quality hard to beat.
I have got to check with my wife/husband first.
Why not complete the paperwork, you have – days to
cancel, then when you bring him/her in we only have to
show the demonstration.
Why do you have to deliver?
Each machine is the latest technology and brand new as
we manufacture on a supply and demand basis. This
means your machine is fresh and new.
I have a friend who will fix the PC for me. I do not
need your Support package.
Will your friend be there when you need him? What
about when he goes on holiday, does his own job?
Even your friend will have to pay for parts.
But why do you have to wait 10 days for the
software.
The software comes pre-loaded for you and each
machine is fully tested before leaving Tiny
I have heard your support is not very good and that
the lines are always engaged.
Some periods are busier than others. We have one of
the largest support teams in the country with fully trained
operators to help you.
My friend told me that an integrated graphics card is
no good.
The integrated graphics card gives excellent 3d
graphics. Come and look at one of the games. If you will
use your PC more for games consider the
PC with the Riva TNT Invid card.
I have never heard of these Lexmark printers
Lexmark are a well respected, brand name particularly in
Europe and give a high quality print. Let me show you.
Also if the printer is out of stock you get a better printer
for free as they will deliver the upgrade.
Those sub woofers don‘t look very good.
They are excellent sound quality. Listen
I have heard that ATHLON machines are faster.
Our machines are industry standard.
Difficulties With Closing
• Closing is the easiest part of the presentation
• As salespeople we may fail to close because
– We are not confident in our ability to close
– We determine that the prospect does not need the
quantity or type of service/product, or that the
prospect should not buy
– We may not have worked hard enough in developing a
customer profile and customer benefit plan
EFFECTIVE TELESERVICES
8 rules for closing a sale
• Stop talking
• Stop showing more products
• Summarize features/benefits
• Don‟t rush customer
• Use words of ownership
• Use major objections
• Use effective product presentations
• Look for minor agreements on selling points
When Should I Pop the Question?
• Closing is the process of helping people make a
decision that will benefit them
• No magic phrases and techniques to use in closing
a sale
• Close when the prospect is in the conviction stage
of the mental buying process
Looking at Closing From
The Prospect‘s Point of View
Consider these buyer questions:
• Do I really need this product?
• Does this product measure up to the
competition?
• Should I postpone buying?
• Will this supplier stand behind the product?
• What will my friends think if I buy this item?
Guidelines for Closing the Sale
• Focus on dominant buying motives
• Negotiate the tough points before attempting a
close
• Be patient
• Avoid surprises at the close
• Do not isolate the prospect
• Show confidence
• Ask for the order more than once
Use Tie Downs
TIE-DOWNS COME IN FOUR DIFFERENT STYLES:
Standard, Inverted, Internal and Tag-On
THE ―STANDARD” TIE-DOWN
• The standard Tie-Down is used on the end of a sentence.
• Here are twenty-one STANDARD TIE-DOWNS that are very
useful.
Aren't they? Don't we? Isn't it?
Aren't you? Shouldn't it? Isn't that right?
Can't you? Wouldn't it? Didn't it?
Couldn't it? Haven't they? Wasn't it?
Doesn't it? Hasn't he? Won't they?
Don't you agree? Hasn't she? Won't you?
Wouldn't you agree? Can't they? Won't it?
Selling is the art of asking the right questions to get the minor yeses that allow you to
lead your prospect to the major decisions and the major YES!
THE ‗TAG-ON‘ TIE DOWN
• The TAG-ON is very similar to the
standard tie down, in the respect that you
simply use the tie-down to agree with a
positive statement your customer has
made.
e.g. Customer - "That sounds like a very
attractive price plan."
Your Response - "Yes it does, doesn’t
it?” Or simply - "Doesn't it?”
THE ‗INVERTED‘ TIE-DOWN
• For variety and to add warmth, put the TIE-DOWN at the beginning of the sentence.
A good mixture of the four types of tie-downs won't find their way into your sales
presentation by accident. A Winner uses all four types smoothly, and without
lessening any of his or her concentration on the customer. Such a high level of skill
demands rehearsal.
• Use the TIE-DOWN exercise to invert sentences for practice. Recast each sentence
as you go through them and say them aloud in the inverted form.
i.e. "Many progressive companies are using computers today, aren't they?”
• That inverts into - "Aren't a lot of companies using computers today?"
i.e. "It would be great to have an advanced computer, wouldn't it?”
• That inverts into - "Wouldn't it be great to have an advanced computer?”
• Sometimes changing an extra word or two helps smooth out the sentence. It also
makes it easier to deliver your message.
Essentials of Closing Sales
• Be sure your prospect understands what you say
• Tailor your close to each prospect
• Everything you do and say should consider the
customer‘s point of view
• Never stop at the first “no”
• Learn to recognize buying signals
Essentials of Closing Sales
• Before you close, attempt a trial close
• After asking for the order—be silent
• Set high goals for yourself and develop a personal
commitment to reach your goals
• Develop and maintain a positive, confident, and
enthusiastic attitude toward yourself, your products,
your prospects, and your close
Closing Phrases
•Help them make the buying decision
• LEAD THEM TO THE SALE!
•“Let's do this.” “Let's place the order now so you
don't miss out!”
•"Let's go ahead and put you down for one, OK?"
•"Here is what I highly recommend we do, OK?"
THE ‗INTERNAL‗ TIE-DOWN
• The smoothest way to hide a tie-down is to drop it in the middle of a complex
sentence. This is much easier than it sounds. Let's look at one example used in three
different formats.
• Standard form: The tie-down is last
When you work with a new customer you should try for several minor yeses before
you go for the big YES at the close, wouldn't you agree?
• Inverted form: The tie-down is first
Wouldn't you agree that you should try for several minor yeses before you go for the
big YES at the close?
• Internal form: The tie-down is in the middle
When you work with a new customer, wouldn't you agree that you should try for
several minor yeses before you go for the big YES at the close?
Closing the Sale
AND CONFIRMING THE
PARTNERSHIP
HAPPY SELLING !!!!