2. Recognize the powerful effect of attitude on one’s selling
success
At the end of this training program, you will be able to:
Maintain a positive attitude at all times while employed as a Sales
Representative at The Mobile Solution
Effectively build relationships with our customers to uncover their
purchasing needs
Recognize the five basic steps of the Sales Process
PG 1
4. Attitude is the way that you communicate your mood or disposition to
others. Attitude is a mind set: it is the way you look at things mentally.
What is a positive attitude?
The Key to Success at Cellular Sales
“The longer I live, the more I realize the impact of attitude on life.
Attitude, to me, is more important than facts. It is more important than the past, than education, than
money, than circumstances, than failures, than successes, than what other people think or say or do.
It is more important than appearance, giftedness or skill. It will make or break a company... a church...
a home.
The remarkable thing is we have a choice every day regarding the attitude we will embrace for that
day. We cannot change our past... we cannot change the fact that people will act in a certain way. We
cannot change the inevitable. The only thing we can do is play on the one string we have, and that is
our attitude... I am convinced that life is 10% what happens to me and 90% how I react to it.
And so it is with you... we are in charge of our Attitudes.“
Attitude by Charles Swindoll
5. Characteristics of Successful Salespeople
•Persistent
•Like people
•Energetic
•Problem solver
•Good
communicator
•Not easily
frustrated
•Ambitious
•Self-starter
6. •Think positively about your
coworkers
How do you create and maintain a positive attitude?
•Learn from your Experiences
•Avoid Negative People
•Remember That You’re Not
Perfect
•Focus on the Future
•Avoid Getting up at the Last
Moment
•Be grateful
Eat your Wheaties
Every morning
•Be aware of your thoughts
7.
8. Bonding: Where you, the professional salesperson, do the talking initially to find
something in common with the customer in order to make them feel comfortable
about you.You talk and the customer listens.
The Key to Success as a Sales Professional
Rapport: Where you ask the customer a question about something positive about
them, or something that belongs to them, and they do the talking while you listen, so that
you can match, and mirror them.
What is Rapport?
What is the difference between bonding and
rapport?
The process of establishing and maintaining a relationship of mutual trust and understanding
between two or more parties.
10. When you mirror
people’s body
language, you’re
mirroring:
Their posture
The way they gesture
The way they breathe
Mirroring Body
Language
Mirroring Body Language & Voice Tone and Speed
Accent
Tone
Inflection
Tempo
Mirroring Voice
Tone and Speed
11. Cross-over Mirroring
If someone adjusts his tie, you can smooth your collar.
If he taps his finger on the kiosk, you could gently tap your foot on the floor.
If someone adjusts their ring, you could adjust your watch.
What is cross-over mirroring?
Cross-over mirroring is matching a persons body language or breathing pattern by using your body
in the same way, but using a different direction, or body part.
Examples:
12.
13. The Steps to a Successful Greet
What are the components of the Introduction
Stating your name to the customer
Asking the customer for their name
Repetition of the customer’s name
Eye contact
A handshake
An verbal indication to the customer that you are pleased to meet them
You: “Hello, my name is Mike.” “What’s your name?” (Eye contact & handshake)
Customer: “John”
You: “Nice to meet you, John”.
Example
Introduction 2
PG 37
14. The Steps to a Successful Greet
What is the Transition Statement
It is an honest and clear statement that allows you to move from the Greeting step to the
Qualifying step of the sales process.
Transition Statement 4
“May I ask you a few questions about your wireless service?”
“I wouldn’t be doing my job if I didn’t ask you a few questions. Is that okay?”
“My job is to sell wireless products and services. Is it okay with you, if asked you a
couple of questions that might uncover whether we could earn your business.”
Examples
15.
16. The Steps to a Successful Greet
Rapport Building 3
How do you establish rapport with a customer during
the Greet
Use small talk
Say something positive about the customer/Compliment the customer
Use Keywords
Mirror the customer
17. 1. Value the speaker
2. Listen to what is not said
3. Limit the time you speak
5. Listen to the customer’s point of view
6. Try to hear the truth
7. Don’t take extensive notes while listening
4. Avoid thinking about what you’re going to say
18. Who is your current provider?
How many devices do you have on your current plan?
How many minutes does that plan include?
Does your plan include unlimited nights and weekend?
How much is your actual bill?
With your current provider, do you have equipment
protection?
Do you go over your minutes?
Have you ever lost or damaged a phone?
Do you still have your home phone service?
Is hotspot included in your calling plan?
Do you use Comcast for your internet provider?
How often do you Travel?
19. Exercise
Change a standard question into a Dialogue question
What kind of phone do you have now?
Who is your current provider?
How many minutes does that plan include?
Does your plan include unlimited nights and weekends?
How much is your actual bill?
Is your spouse also on your account?
With your current provider, do you have handset coverage?
Do you pay too much for your current services? (How much do you pay?)
Do you experience dropped calls? (Is this an inconvenience to you and
others?)
Do you go over your peak minutes? (How much per month?)
Have you ever lost or damaged a phone? (How did that inconvenience
you?)
20. The Bottom Line
How will they use it, and How will they carry it?
Why do they actually want additional services?
When will they use their device?
Where will they use their device?
What can they afford per month?
Who else can use additional services?
PG 50
24. Principles of Effective Presentations
Be well organized and well prepared
Differentiate what you're offering from the competition
Explain your benefits and features
Be enthusiastic and passionate
25. “Ms. Smith, I'm confident that our Share Everything 4g plan will
provide you with the unlimited minutes and messages that you need
at a great value."
" Mr. Smith, I'm confident that the new Verizon rate plan that I have in
mind will give you the value you are looking for in a wireless provider.
Examples
It is a statement of confidence that you can provide a solution for your
customer.
What is a Solution Statement
26. It is a written comparison between the customer’s or competitor's
current rate plan, to the plan that we have determined would best
meet the customer’s needs, after properly Qualifying the customer.
What is a the T-Chart?
Comparison T-Chart
What are the benefits of the T-Chart?
Helps the Visual sensory channel
Simplifies the information
Supports your role as a wireless expert and problem
solver
27. Comparison T-Chart
How many lines smart/basic:
Anytime Minutes:
Off Peak Minutes:
Mobile To Mobile (M2M)
Additional Line Access Cost(s):
Data Plan(s):
Actual Monthly Charges:
Additional Features:
28. Benefits and Features
Show how and why this results in an advantage to the customer. You should translate every
feature into a benefit or advantage
Quick Exercise: What kind of benefits do our customers prefer?
Quality Value Reliability
Always start with quality, always end with reliability, and what goes in between is your value-
added benefits.
State the benefit.
State the selling features
Explain the features in detail to make them understandable
The Steps for an Effective Presentation
31. Basic Principles
Understand the customer's point of view
Be relaxed when responding
Encourage the customer to talk
Establish an atmosphere of problem solving
Recognize what the customer is objecting to
Be polite and speak clearly
32. The Process for Handling Objections
1. Do nothing/Pause
2. Agree
3. Question
4. Resolve
5. Check/Proceed
33. Exercise Overcoming Objections
1. I need to think about it.
2. I need to talk to my wife/husband.
3. Its too expensive.
4. I don’t have any money.
5. Its cheaper at Walmart/Online.
34. The Process for Handling Objections
“Is it the cost per month or the cost today?”
Resolve
Check/
Proceed
Misconceptions: Yes, we can do that for you
Skepticism: Of course you have 14 days to make sure
Legitimate: Talking to your wife is important, but she
would be glad to know you got such a great deal
Question:
Example: “Does that work for you?”
“I understand it’s a big decision, but is there
something else I could do?"
The Customer Says: “I really need to think about it.”
Agree:
35.
36. The Trial Close:
“White or Black”
“She is really going to like this phone.”
“Did you want to keep your current mobile number”
“Sound Good”
Examples
The Assumptive Close is the closing technique that elicits feedback from the customer, after you
have made your presentation.
Definition
37. The Assumptive Close:
“Let’s complete the paperwork”
“Let’s run your application”
“I just need your driver’s license to begin the paperwork”
Examples
The Assumptive close is the closing technique that we use when we assume that our customer
will buy our product, since they haven’t directly said that they would not.
Definition
38. The “I recommend” Close
“Based on what you’ve told me, this is going to work the best for you”
“Based on what you said earlier the MIFI service will be a perfect fit
“Based on what you’ve told me, I recommend the HPC”
Examples
The I Recommend Close is the closing technique that should be used once you have developed
trust between your customer. It emphasizes your role as a problem solver by allowing the
customer to leave the decision of which product best meets their need up to you.
Definition
