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Clubwww1 Manager Assistance Program

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<ul><li>Why are you here? </li></ul><ul><li>Why are you a Manager </li></ul><ul><li>Why have you made it a career? </li></ul>EXPECTATIONS

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As a Manager YOU are the heart and soul of Your team that brings good revenue to the company every year

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In Your Mission, You Will Be Called Upon To Be… <ul><ul><li>1. A Teacher </li></ul></ul><ul><li>One who shares and promotes the love of knowledge </li></ul><ul><li>2. A Doctor </li></ul><ul><ul><ul><li>One who professionally diagnoses learning </li></ul></ul></ul><ul><ul><ul><li>needs, and prescribes the right financial </li></ul></ul></ul><ul><ul><ul><li>programs </li></ul></ul></ul><ul><li>3. A Counselor </li></ul><ul><ul><ul><li>One who is ready to be a life-long friend </li></ul></ul></ul><ul><ul><ul><li>to the family </li></ul></ul></ul>

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You will also enjoy… <ul><li>4. Recognition among peers </li></ul><ul><ul><ul><li>Top producer </li></ul></ul></ul><ul><ul><ul><li>Excellent achiever </li></ul></ul></ul><ul><li>3. Freedom at work </li></ul><ul><ul><ul><li>Flexible work rate </li></ul></ul></ul><ul><ul><ul><li>Work at your own pace </li></ul></ul></ul><ul><li>1. Personal development </li></ul><ul><ul><ul><li>Communication skills </li></ul></ul></ul><ul><ul><ul><li>Business networking </li></ul></ul></ul><ul><ul><ul><li>Continuous training </li></ul></ul></ul><ul><li>2. Entrepreneurship </li></ul><ul><ul><ul><li>Make things happen for oneself </li></ul></ul></ul><ul><ul><ul><li>Chance to gradually build one’s own business </li></ul></ul></ul>

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Best of all…. You will learn professional selling. A skill useful for the rest of your life. How to sell you & your services?

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The Opportunities Travel Education House Cars Leisure time Personal development Help to others

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The Incentives Asian Trip

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YOU CAN DO IT with support Let’s Start Now!

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Start with the end in mind!

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3 Dimensions of a Successful Career 2. Discipline 3. Determination <ul><li>Dedication </li></ul>

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<ul><li>People buy from people they trust. </li></ul>Some principles: 2. People make buying decisions based on first impressions. 3. People buy because of their emotions. 4. People justify their buying decisions with their intellect. 5. People buy from people who listen to them. 6. People buy from professionals. OK…

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And finally…. <ul><li>People buy things that solve their problems . </li></ul>You must make the customer realize that they have a problem that your product can solve!

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3 Keys to Professional Selling Before you sell, you must be all SET! Skill Empathy Transparency

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<ul><li>Understand how your product can solve the customer’s problems. </li></ul><ul><li>Propose the best solution for the customer. </li></ul><ul><li>Know your product inside and out. </li></ul>Skill

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<ul><li>Don’t focus on yourself, focus on the customer. </li></ul><ul><li>Find out what the customer’s problems are, and why they are important to him. </li></ul><ul><li>Suggest solutions for the customer’s problems. </li></ul>Empathy

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<ul><li>Tell the truth including the positives and the negatives. </li></ul><ul><li>Don’t pretend to know something you don’t. </li></ul><ul><li>Don’t exaggerate. </li></ul><ul><li>Don’t deceive. </li></ul>Transparency

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Give an example of a HAPPY sales experience Give an example of an UNHAPPY sales experience Individual Activity:

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Investigative Selling

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<ul><li>At the end of the session, you will be able to upgrade your knowledge and skills in selling to: </li></ul><ul><li>Increase your sales productivity. </li></ul><ul><li>Improve customer satisfaction (build customers for life!). </li></ul>EXPECTATIONS

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<ul><li>I. Communication </li></ul><ul><li>II. The Selling Process </li></ul><ul><li>III. Investigating </li></ul>DISCUSSION POINTS

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I. Communication <ul><li>Listening </li></ul><ul><li>Speaking </li></ul><ul><li>Non-Verbal Language </li></ul>

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Be Pro-active. Use EARS when you listen! AFFIRM FEELINGS Empathize by reflecting the customer’s feelings e.g. “Sounds like you’re concerned about…”, “You sound excited about…” On Listening: ENCOURAGE Use short phrases or sentences to encourage the customer to keep talking e.g. “Go on…” “Yes…”, “I see…”, Tell me more about the situation.” REFLECT CONTENT Paraphrase or restate in your own words what the customer has told you e.g. “Sounds like you’re…”, “So if I understand your situation…” SUMMARIZE Periodically summarize key points in the conversation. Be sure to summarize your agreements and the next steps before ending the conversation. E A R S

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To be understood, be willing to pay the PRICE ! EMOTION The attitude or the tone projected in your voice, 85% of our verbal communication is based on tone and only 15% is based on words. On Speaking: P R I C E CLARITY Make it a point to pronounce your E’s, P’s, B’s, T’s, V’s, and other letters/ words. Use simple language. Avoid jargon. INFLECTION Changes in vocal inflection can actually convey different messages. RATE Speaking too fast- clients can’t understand what you’re saying, Too slow- client gets bored, impatient, irritated, loses interest. PITCH Mid to low pitch is more pleasing to listen to and more sincere. High pitch can be very irritating.

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Meaning of a Message - 55% Body Language 87% 38% Tone of Voice 13% 7% Words In a telephone conversation In a face-to-face transaction Source

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Body Language Refers to all the ways people communicate without speaking or writing . People can send and receive body language from four different parts of the body using facial expressions and eyes , arms and hands , legs and feet , torso positions and posture . On Non-Verbal Signs: A summary of the most common non-verbal signals follow:

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Pay attention to body language to REACH an agreement Head Cocked Indicates you have captured his interest. On Non-Verbal Signs (Buying Signals): R E A C H Eye Contact Increased Your customer’s level of interest is rising. Chin or Forehead Touched Your customer is evaluating your statement. Arms and Legs Uncrossed This shows “openness’. Reach or Leaning Forward This indicates interest.

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FRANTIC body language indicates resistance <ul><li>REDUCED EYE CONTACT </li></ul><ul><li>He is ill-at-ease with what you are saying. </li></ul>On Non-Verbal Signs (Rejecting Signals): F R A N T C I NERVOUS FIDGETING He is uneasy with your statements. ARMS CROSSED Shows he rejects what you are saying. TOUCHING NOSE He has doubts and is unconvinced. CLUTCHING BACK OF NECK “ Pain in the neck.” INVOLUNTARY LINT PICKING Shows rejections of your ideas. FACING EXIT Customer wants to leave.

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Keep nodding your head. On Non-Verbal Signs: This raises the chances of coming to an agreement.

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The power of non-verbal communication. Follow my hand…

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Watch out for both accepting and rejecting signals. If you get an accepting signal, do a trial close . If you get a rejecting signal, probe some more to find out to verify your assumption. On Non-Verbal Signs:

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Some Reminders on Reading Body Language : This is not fool-proof e.g. crossed arms doesn’t necessarily mean closed mind, it can mean the person is feeling cold. On Non-Verbal Signs: Rather watch for changes in body postures during the call.

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Effective Words in Selling when IF- You don’t sound confident I know, definitely, absolutely, certainly I THINK/MAYBE- Not reassuring reasonable, inexpensive, economical CHEAP- Devalues product available for, valued at PESOS/COST – makes clients nervous approval, authorization, confirm your decision SIGN- Causes buyer remorse, regret help, assist, serve, select SELL- No one likes to think they’ve been sold own, acquire, invest, be the proud owner of BUY- Focuses attention on cost More Effective Less Effective

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Powerful Sales Vocabulary A powerful sales vocabulary uses expressive, highly descriptive words, dynamic, personal words and phrases that paint pictures. QUALITY SAFE REPUTATION LOW-COST TASTEFUL TESTED AMUSEMENT GROWTH ADMIRED ECONOMICAL RELIEF MODERN SOCIABLE PROGRESS POPULAR RECOMMENDED VALUE ENOURMOUS GUARANTEED GENUINE TIME-SAVING SUCCESSFUL STATUS EFFICIENT

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II. The Selling Process

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We require a system to come up with better results and performance. Here are the stages of selling which will make you effective and productive faster .

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1. Setting the mood 2. Preparation 3. Prospecting 4. Call 5. Approach 6. Presentation 7. Handling objection 8. Closing 9. After-sale Service Stages of Selling

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Mood to sell is foremost. Set your mood first and everything else will be easy. 1. Setting “your” mood

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No one beats the man who is prepared. The more you are prepared, the better. 2. Preparation

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The Secret: The 3 P’s: P lanning & P erfect P ractice. Much of the secret is in the preparation, not in the actual performance.

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How do you prepare for a day’s work as an Manager? It’s Quiz Time!

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Physical Material <ul><li>Personal </li></ul><ul><li>appearance </li></ul><ul><li>Attire </li></ul><ul><li>Hygiene </li></ul><ul><li>Pen </li></ul><ul><li>Saleskit </li></ul><ul><li>Brochures </li></ul><ul><li>Price lists </li></ul><ul><li>Calculator </li></ul><ul><li>Contracts </li></ul><ul><li>I.D. </li></ul><ul><li>Samples </li></ul>

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3. Prospecting The process of continually looking for people with a) need of our products, and b) the capacity to purchase them.

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The Importance of Prospecting <ul><li>Maintaining the network. </li></ul><ul><li>Pre-qualifying the names and sorting them into customers or referrers. </li></ul><ul><li>Accumulation of names and other information of probable and potential customers. </li></ul><ul><li>The lifeblood of any sales activity. </li></ul>

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Who are the people you can meet within your typical day? It’s Quiz Time!

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Steps in Prospecting <ul><li>Acquire name </li></ul><ul><li>Record contact details </li></ul><ul><li>Transform to customer or referrer </li></ul>

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2 Types of Prospects <ul><li>Cold Prospects – people you don’t know. </li></ul>2. Warm Prospects – people you know.

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2 Types of Prospecting Warm Prospects Cold Prospects On-Line Prospecting (Normally done during office hours.) Off-Line Prospecting (Informally done, usually outside office hours.)

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2 Types of Prospecting <ul><li>Off-Line Prospecting – Sometimes called situational prospecting. Getting names to add to your network outside your usual working hours (e.g. waiting at the lobby, while riding the MRT, during PTA meetings) </li></ul><ul><li>On-Line Prospecting – actively looking for lists; asking people for prospects. </li></ul>

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On-Line Prospecting

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<ul><li>Where do you get lists of people to call or visit? </li></ul>Group Activity

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Source of Names: <ul><li>Government lists. </li></ul><ul><li>Clients of school bus service operators. </li></ul><ul><li>People who left calling cards at the booth. </li></ul><ul><li>Subdivision residents. </li></ul><ul><li>Fresh prospect lists. </li></ul><ul><li>Fish bowl. </li></ul><ul><li>Village lists. </li></ul><ul><li>Company directories. </li></ul>

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Selecting the List: <ul><li>Try to find the following information: </li></ul><ul><li>Gender </li></ul><ul><li>Age </li></ul><ul><li>Civil Status </li></ul><ul><li>Address </li></ul><ul><li>Phone Number </li></ul><ul><li>Size of family </li></ul><ul><li>Number and ages of children </li></ul><ul><li>Hobbies and interests </li></ul>

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Selecting the List: <ul><li>If You’re Buying or Renting Lists, ask: </li></ul><ul><li>What is the total population? How many names does it include? </li></ul><ul><li>How updated is the list? When was the last time it was cleaned? </li></ul><ul><li>What other contact data available (phone numbers, fax numbers, e-mail addresses)? </li></ul><ul><li>What format is it in (hardcopy, softcopy)? </li></ul>

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Selecting the List Focus on the right audience. Select in this order: <ul><li>Strongest competitor’s customers </li></ul><ul><ul><li>If you were Globe, target Smart users </li></ul></ul><ul><li>Prospects with same profile as your customers </li></ul><ul><ul><li>If you were Avon, target Tupperware homes </li></ul></ul><ul><li>Buyers of products / services similar to yours </li></ul><ul><ul><li>If you were Revlon, target perfume buyers </li></ul></ul>

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Off-Line Prospecting

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Offline prospects are people who know us. They are what we call “Warm Prospects”. They include relatives, friends, and your business network. (“K.K.K”)

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Off-Line Prospecting <ul><li>People ignore the rich minefield of people they can meet in a day. </li></ul><ul><li>Neighbors, joggers, people you can meet on your way to your office or in the elevator. </li></ul><ul><li>Taking children to school – other parents, teachers and principals. </li></ul><ul><li>In the church – other churchgoers. </li></ul><ul><li>In the cafeteria. </li></ul>

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<ul><li>Other sources of prospects and referrers include prior contacts such as: </li></ul><ul><ul><ul><li>previous classmates, </li></ul></ul></ul><ul><ul><ul><li>previous choir co-members, </li></ul></ul></ul><ul><ul><ul><li>co-members in church organization </li></ul></ul></ul>

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The closing rate for warm prospects is 6 TIMES better than cold prospects. - Tom Hopkins

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Relatives and friends in particular are not only good for business. Studies in Emotional Intelligence have established that a good strong social network keeps you happy. The rule is: don’t wait to call them until you need something from them . Keep in touch regularly by attending family reunions, get-togethers, birthday parties, anniversaries, weddings and funerals etc.

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The same rule applies to friends: don’t wait to call them until you need something.

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“ Cultivate relationships for the sake of the relationship itself and not because we want something from the other person.” Harvey Mackay “ Dig Your Well Before You’re Thirsty”

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<ul><li>Depending on how “warm” the stranger gets, you may offer him your cell phone number. </li></ul><ul><li>Generally, he will reciprocate. </li></ul><ul><li>If he does not give his number, record the name in a diary or small notebook (avoid scratch papers). </li></ul>Record the Acquaintance

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<ul><li>If the contact doesn’t buy, he can lead you to someone else who will! </li></ul>Transform to Customer or Referrer

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The attempt or effort to contact a customer 4. Call

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Talking to Prospect Over the Phone: Introduce yourself: I work for Grolier and we’re helping people find ways to …. (Improve the quality of their lives by providing quality educational and other reading materials…) Pre-Qualify: May I ask if you have school-age kids? How old are they? What grades are they in? Ask for the appointment: Would 10:15 on Monday or 9:15 Tuesday be better for you? Offering a choice makes it more difficult for the prospect to say no.

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When we have introduced our name, our company and our objectives, we follow it by probing (investigating needs). 5. Approach

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Warming Up We should open the GATES to establish rapport THANK CUSTOMER “ Thank you for agreeing to see me.” G A T E S ACCORD THE CUSTOMER FULL ATTENTION Focus on the customer. Avoid interruptions. SEEK PERMISSION TO ASK QUESTIONS “ Is it okay if I ask you a few questions?” ESTABLISH RAPPORT Maintain eye contact. Show “open” body language. Use the name of the customer liberally. GREET THE CUSTOMER “ Good morning, Mr. Santos.”

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If 7 out of the 10 people that you approach turn you down, thank them for you could not have sold to the other two without them.

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Use your WISDOM . How do you approach? W I S D O M Offer a handshake if appropriate Mention business only after 2 nd meeting Deliver opening line Smile Imagine positively Watch for cues

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How do you approach? <ul><li>Watch for cues </li></ul>Avoid controversial subjects like politics or religion. Ask them about it and listen with genuine interest. <ul><ul><li>Observe if there is anything unique (in a positive sense) about the stranger. It may be an interesting brooch, a nice shirt, book, etc. </li></ul></ul>

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How do you approach? <ul><li>Imagine a “friendly” stranger </li></ul><ul><ul><li>If you’re naturally shy, visualization can help you. </li></ul></ul><ul><ul><li>Works well in sports, works well in any field. </li></ul></ul>

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How do you approach? <ul><li>3. Smile </li></ul>Tell your face you are happy

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How do you approach? <ul><li>Deliver your opening line. </li></ul><ul><ul><li>Supermarket line – “Where did you get that?” </li></ul></ul><ul><ul><li>In the beauty parlor – “I like that shade of nail polish.” </li></ul></ul>

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How do you approach? <ul><li>5. Offer a handshake or do a favor. </li></ul><ul><ul><li>Does she need help with her package? </li></ul></ul><ul><ul><li>Does he look lost? </li></ul></ul><ul><ul><li>Did she drop a note? </li></ul></ul>

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How do you approach? <ul><li>6. Mention business only after second meeting. </li></ul><ul><ul><li>For first meetings, don’t talk business. </li></ul></ul>

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Other Tips in Approaching a Customer <ul><li>Say the prospect’s name correctly. </li></ul><ul><li>Say your name clearly. </li></ul><ul><li>Make your handshake work for you. </li></ul><ul><li>Sit only when invited. </li></ul><ul><li>Speak clearly and convincingly. </li></ul>

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Clients

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TYPE OF CLIENTS Will buy no matter what you say. Will not buy no matter what you say. May buy if the seller is skillful.

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Investigating Stage <ul><li>For years, most “experts” agreed that ending the sale and getting commitment was the most important step of the selling process. </li></ul><ul><li>This is true for low-value selling but not for high-value selling . </li></ul>

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<ul><li>Investigating – systematic, disciplined method of finding out the prospect’s needs. </li></ul>?

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<ul><li>Successful sales people use a mixture of these questions: </li></ul><ul><ul><ul><li>Information Questions </li></ul></ul></ul><ul><ul><ul><li>Concern Questions </li></ul></ul></ul><ul><ul><ul><li>Impact Questions </li></ul></ul></ul><ul><ul><ul><li>Benefit Questions </li></ul></ul></ul>

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Information Questions <ul><li>Questions which research the specific situation of the prospect. </li></ul><ul><li>Are used to pre-qualify or profile your prospect. </li></ul>

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Information questions gain facts, establish eligibility, uncover circumstances.

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<ul><li>Examples: </li></ul><ul><li>What grade levels are your children in? </li></ul><ul><li>How often are they required to do research for their schoolwork? </li></ul><ul><li>Where do they do their research work – at the school library or at home? </li></ul><ul><li>What reference books do you currently have? </li></ul>Information Questions

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<ul><li>We will now start writing down the Information Questions that you will use for your role play. </li></ul><ul><li>Afterwards, indicate which are pre-qualifying and profiling questions. </li></ul>Group Activity

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Reminder <ul><li>It is important to pre-qualify whether a client has the capability to buy. </li></ul><ul><li>This should be done as diplomatically: avoid interrogation, be friendly. </li></ul><ul><li>However, do it as quickly as possible. Rookie sellers spend too much time asking Information Questions… Once you’ve pre-qualified and profiled, move on! </li></ul>

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Concern Questions <ul><li>Concern questions uncover customer problems that your company can solve. </li></ul><ul><li>They help customers see that their needs can be satisfied with the products and services offered by Grolier. </li></ul>

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Concern Questions <ul><li>Examples: </li></ul><ul><li>Don’t you find it inconvenient that your son has to stay in school longer just to be able to do research in the library? </li></ul><ul><li>Doesn’t your daughter find it worrisome that the reference book in the library may be out on loan when she needs it? </li></ul><ul><li>Aren’t you concerned that your kids might be exposed to websites unsuitable to their age if they do their research through the internet? </li></ul>

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Concern Questions <ul><li>Helps you close the sale because – </li></ul><ul><li>Prospects buy only when they realize they have a want or need </li></ul><ul><li>Wants or needs start with dissatisfaction with the present circumstances </li></ul><ul><li>The more expressed and clear the need is, the higher the possibility of a sale </li></ul>

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Concern Questions <ul><li>Before you can sell anything, we first have to find out the needs of the prospect. Concern questions: </li></ul><ul><ul><ul><li>Draw out the prospect’s hidden needs </li></ul></ul></ul><ul><ul><ul><li>Flesh out their present difficulties </li></ul></ul></ul>

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<ul><li>We will now start writing down Concern Questions. </li></ul>Group Activity

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Question: <ul><li>Can concern questions turn off prospects? </li></ul>

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Answer <ul><li>Remember: we were born with 2 ears and just one mouth, because we should listen more than we talk! </li></ul><ul><li>Prospects prefer to talk more about their concerns! </li></ul>

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Impact Questions <ul><li>Focuses on the implications of the prospect’s situation. </li></ul><ul><li>Highly correlated to sales success. </li></ul><ul><li>Builds on the seriousness of the buyer’s problem until it reaches the point that it has become significant enough to justify action. </li></ul><ul><li>Directs the prospect to the consequences of the problem. </li></ul>

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<ul><li>Examples: </li></ul><ul><li>Gusto niya bang mapag-iwanan ang anak niyo sa kakulangan ng reference materials? </li></ul><ul><li>Hindi kaya siya magkaroon ng inferiority complex kapag wala siyang participation sa mga discussion dahil hindi siya nagbabasa? </li></ul>Impact Questions

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<ul><li>We will now start writing down Impact Questions (based on the Concern Questions). </li></ul>Group Activity

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Benefit Questions <ul><li>Ask about the value, importance, effectiveness, or usefulness of the solution. </li></ul><ul><li>Makes the product/service more appealing for the client by increasing the attractiveness of the solution. </li></ul>

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<ul><li>Examples: </li></ul><ul><li>Sa palagay n’yo ba, mag-iimprove ang performance ng mga anak nyo sa pag-aaral kung magiging mahilig na sila sa pagbabasa? </li></ul><ul><li>Hindi ba't maganda pag mataas ang kanyang marka – masaya na ang bata pati na ang magulang, sikat pa s’ya sa klase? </li></ul>Benefit Questions

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Phrasing Benefit Questions <ul><li>Use variety, be specific and avoid repetition of phrases. </li></ul><ul><li>“ How will this be more convenient for you?” </li></ul><ul><li>“ Wouldn’t this help your child get his schoolwork done quicker? </li></ul>

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Affirmative Questions <ul><li>A question answerable by “yes” </li></ul><ul><li>The best kind of Benefit Question </li></ul><ul><li>When you get the prospect into the habit of saying “yes”, it brings you closer to getting a commitment! </li></ul>

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<ul><li>Doesn’t it? </li></ul><ul><li>Isn’t it? </li></ul><ul><li>Don’t you agree? </li></ul><ul><li>As you said? </li></ul><ul><li>Haven’t you? </li></ul><ul><li>Wouldn’t it? </li></ul><ul><li>Don’t you think so? </li></ul><ul><li>Can’t you? </li></ul><ul><li>Won’t they? </li></ul><ul><li>Haven’t you? </li></ul><ul><li>Didn’t he? </li></ul><ul><li>Won’t you? </li></ul><ul><li>Didn’t they? </li></ul><ul><li>Hasn’t she? </li></ul><ul><li>Haven’t they? </li></ul><ul><li>Don’t you? </li></ul><ul><li>Aren’t they? </li></ul><ul><li>Hasn’t he? </li></ul>Affirmative Phrases:

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<ul><li>We will now start writing down Benefit Questions (based on the Concern and Impact Questions). </li></ul>Group Activity

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6. Presentation <ul><li>Features are product facts and characteristics. They have low selling power. </li></ul><ul><li>Benefits on the other hand show how the product helps the customer. </li></ul>

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Presentation = Solving <ul><li>Features – characteristics of the product. </li></ul><ul><li>Benefit – how the product will help the customer. </li></ul>

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Offering Benefits Summarizes the most basic information about that topic for quick reference Fact boxes Enables you to do quick search of topics Index BENEFITS FEATURES

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PARETO PRINCIPLE: More often than not, clients are concerned with or interested in 20% of the product or service features. Therefore, avoid rattling off a litany of features which mean little to him. Instead, cite the few benefits which could appeal to him .