How to Troubleshoot Apps for the Modern Connected Worker
Shank, theresa sales
1. Theresa Shank
Dean of Continuing Education and Community Services
Hagerstown Community College
2. Develop strategies to improve sales
productivity
◦ Sell with :
more confidence
More competence
More comfort
3. 15% of the reason we are successful is due to
technical skills
85% of your success is dependent upon how
well you interact with people
4. Selling is a process not an event
You make more money solving problems that
you do by selling products
Customers purchase for their reasons not
yours
Customer don’t buy your products but what
your products and services will do for them
6. ◦ A need
◦ The resources to pay
◦ A sense of urgency
◦ The authority to make decisions
7. ◦ Gathering information
◦ Set objective of sales call
◦ Visualize the meeting and anticipate questions
◦ How does your customer want to be treated?
8. Conscientiousness Dominant
Cautious Tends to take charge
Reserved Wants to make the
rules
High Standards
Restless/lacks
Procrastinator
patience
Decisive
Loud
Is competitive
Steadiness Influence
Friendly Outgoing
Appears easygoing Enthusiastic
Tactful Persuasive
Needs time to decide Sense of Humor
Demonstrates patience Casual
Lack of follow through
9. Style Strengths Weaknesses Needs
Dominance • Problem Solver • Finds Fault • Control
• Decision Maker • Lacks Caution • Authority
• Goal Achiever • Runs Over People • Prestige
Influence • Communicator • Time Control • Recognition
• Participator • Follow through • Acceptance
• Good finder • Lack of Objectivity • To Talk
Steadiness • Loyal • Overly Possessive • Appreciation
• Listener • Avoids Risks • Security
• Patient • Avoids Conflict • Time to decide
Conscientious • Analyzer • Rigid • Quality Work
• Accurate • Procrastinator • Structure
• High Standards • Overly Critical • Facts
10. Dominant style
• Be direct
• Be concise and to the point
• Answer “what” not “how”
• Bottom line
Influencing
• Socialize
• Show excitement
• Spare the details
• Follow up
11. Steadiness
• Earn their trust
• Slow and easy
• Answer all questions
• Reassure
Conscientious
• Proof and testimonials
• Prepared and structured
• Answer “how”
• Address disadvantages early
12. Feature: A part or characteristic of your
product or service
Function: the act the feature performs for the
user (What the feature does)
Benefit: the value and advantage to the
customer in using the feature and function
13. The bridge statement prepares your prospect
to interpret the value of your product or
service
Examples:
◦ What this means to you…..
◦ The benefit to you is..
◦ You will like this because…..
14. Product: Model 330 copier
Feature: Duplex feature
Function: Allows you to copy on both sides by
pressing only one button
Bridge: The benefit to you…
Benefit: The ease of your staff using this
feature, the saving in time and the saving in
paper expense
15. Think: what is the objective of the call?
Relate- build trust; focus on customer
Uncover needs: ask appropriate questions
Sell the solution: features, function, BENEFITS
Take action: close sale, ask for order
16. Misunderstanding: Clarify
True Disadvantage: Overcome with benefits
17. Step Purpose How
Listen Hear the objection Listen for the wording,
the intent and the
emotion
Question Identify and Question the stated
understand the real, objection using open
valid, objection ended questions
Empathize Show you are Empathize with the
genuinely interested prospect
Test Determine if the Use the suppose test
objection is true or
false
Feel, Felt, Found
18. It’s not in the
budget
I need to think it
over
Your price is too
high
