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‘90-‘93
4. Wie bent u ?
• Wie bent u?
• Wat maakt u gelukkig in het leven ?
• Wat maakt u droevig ?
• Wat was het laatste wat u deed dat
u zich nog herinnert alsof het
gisteren was ?
Hi every body,How are youdoing ? I amso happy tobeherewithyouand share someinspiration on howto make more customers happy with a Sony Vaio withless effort and more fun.Sinceyou are allhere, you areverylikelytobeoutstanding in your jobs. AndsincerecongratulationsforthatAndyet in this room there are sales peoplewhobelongto the top andotherswho (comparedto the top) score average.What is the secret ? Canyouimproveyour skills ? Andifso, how ?!Now, beware. As in allprofessions the individual has 2 options :Either take the easy way and live withdifficultandunpredictableoutcomeOr take the difficult way andenjoy easy andpredictableoutcome
Or in otherwords, wouldyouratherbe the amateur cook on the leftwhocooksby the grace of luckandconsequentlyonedaypreparesan excellent dishwhile the otherdayit’s a total failure.Or are you more interested in learning the mechanismsand the chemistrythatwill support you in consistentlypreparing excellent dishes.Ifyou feel thatyoubelongto the first groupandyouprefer the easy way tounpredictableresults, youcannow go for a coffee andcome back in likeoneand half hour,afterthissession.
It is obviousthat in the typicalretail sales 1.0 worldyou had specialist as well. People thatwerereallychampions in selling even ice toan Eskimo. The sales peopletypicallykneweverythingabout the product theyofferedandwerechampions in socialisingwith the customer theywerefacing.In computer sales even more than in anyother sales theyveryoftenlivedwith the credo “ifyoucannotconvincethem, confusethem”. Thisstrategyworks fine on the weaker customer. The strongeroneandhence more criticalone is veryoftenconsidered a real pain in the youknowwhat. Andbecause of his/her critical attitude sales peoplestartedspecialising the skill of objection handling.Solet’snot have a quick look at an extract of a typicalretail sales 1.0 scenario :
So I invite youto take a few minutes toreadthisconversationandthenI’llaskyouforyour feedback on yoursuggestionsTouring the audienceThe first thing I notice is that the opener is far fromoriginal. Strategicallyit is totally wrong becauseitallows the customer toquickly reply with noBut even ifyouaddforinstance “howcan I help you” or “howcan I make myselfuseful” itstill is the typicalphrasethat 9/10 salespersonswilluseSojustimaginefor a second your customer whovisited Apple or Acer if or anyother of yourcompetitorseach time opening the conversationwith “howcan I help you?”BoringAfter the opener itgoescompletely wrong. Sales guy : 51 wordsCustomer : 30 words
So I invite youto take a few minutes toreadthisconversationandthenI’llaskyouforyour feedback on yoursuggestionsTouring the audienceThe first thing I notice is that the opener is far fromoriginal. Strategicallyit is totally wrong becauseitallows the customer toquickly reply with noBut even ifyouaddforinstance “howcan I help you” or “howcan I make myselfuseful” itstill is the typicalphrasethat 9/10 salespersonswilluseSojustimaginefor a second your customer whovisited Apple or Acer if or anyother of yourcompetitorseach time opening the conversationwith “howcan I help you?”BoringAfter the opener itgoescompletely wrong. Sales guy : 51 wordsCustomer : 30 words
Indeed.Thetypicalretail sales 1.0 approach is very product oriented
Get opinionsWHATIMPLICATEFacts/YouCOMMONpointsInterests, familyYOU are importantFocus on HOWEASYDon’t talk, DOShow competencesWHY GainConfidence
Get opinionsWHATIMPLICATEFacts/YouCOMMONpointsInterests, familyYOU are importantFocus on HOWEASYDon’t talk, DOShow competencesWHY GainConfidence
What :experience, budget, expectations, use, number of users, …