Developing Excellent Sales Skills

Training Topics:
Part 1 Communication Skills
Spoken communication
Improving the effectiveness of communication
Structure of communication
Questioning techniques

Open ended questions

Close ended questions
Multiple questions
Leading questions

Listening Skills
Passive Listening
Active listening
Reflective Listening

Developing Excellent Sales Skills

Training Topics:

Telephone Etiquette
5 phases of a call

Opening
Needs Identification
Collection/verification of information
Providing information/potential solutions
Closing and next steps

Using PICTURE

P Pitch
I Inflection
C Courtesy
T Tone
U Understanding
R Rate of Speech
E Enunciation

Non-Verbal Communication

Using non-verbal encouragement over the telephone

Tips on body language over the telephone
Contd.

Developing Excellent Sales Skills

Training Topics:
Part 2 Selling Skills
Preparing for the sales call
Conducting research on the industry and organization
Planning the Sales Interview
Prospecting
Critical mistakes committed during phone prospecting

Conducting the sales call

Introduction
Presentation of information
Selling techniques
BAF
Consultative selling

Handling objections
Time Management Techniques
To-do lists and follow up
Reducing After Call Work (ACW)

Scheduling follow-up calls

Contd.

Developing Excellent Sales Skills

Training Topics:
Dealing with different kinds of customers

Angry customers
Talkative customers
Gatekeepers
Customers who are not interested
Customers who are pressed for time

Understanding Sales terminology

Glossary of sales terms

Sales
MMM Training Solutions
Contact: Pramila Mathew
Mobile: +91 98409 88449
Website: www.mmmts.com

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Developing
Developing Excellent
Excellent Selling
Selling
Skills
Skills

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Marketing Myopia
Sellers

pay more attention to the

specific products they offer than to the

benefits and experiences produced by
the products.
They

focus on the wants and lose

sight of the needs.

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What is Selling?
It is the process of:

analyzing a customers need for a product,

service or idea

then providing persuasive information

about that product, service or idea to the
customer.

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The
The 77 Steps
Steps of
of aa Sale
Sale

Planning
&
Preparation

Introduction
Or
Opening

Questioning

Presentation

After Sales
Follow - up
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Closing

Overcoming
Objections
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Six Powerful Prospecting Tips

1.

Prospecting for new business should be

done:
Daily
With

Focus

Routinely
With

Seriousness

2. When prospecting:
Be

prepared

Get

organized

Take good
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notes

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Six Powerful Prospecting Tips

3.

When prospecting:

Use

a script - don't shoot from the hip.

Practice

the script until it sounds smooth

and natural.
Role-play

with an associate over the

phone.
Avoid

the temptation to sell over the

phone. Your objective is to gather

information and make the appointment.
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Handling
Handling Objections
Objections

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Objection
Objection Handling
Handling Techniques
Techniques
Feel/Felt/Found
I

know how you feel.

Other

customers have felt the same way

Ill

show you what our customers have

found.

Agree/Add/Explain
Listen
Align

and confirm

with the customer before redirecting

Explain

why and how the situation can be

changed or altered

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Objection
Objection Handling
Handling Techniques
Techniques
Smoke
See

out all important objections

the objection as a question

Agree

with the customer about

something
Admitting

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to the Objection

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Tips
Tips for
for successful
successful
selling
selling

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Tips
Tips for
for successful
successful selling
selling

You have just a few seconds to make a

good initial impression be it in person or
on the phone.
Maintain an attitude that you are
seeking to help your prospect meet a
need or solve a problem, rather than
force the sale of a product or service.
Know your product and be enthusiastic
about it! If you're not enthusiastic, your
prospect certainly won't be.
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Contact
Information
MMM TRAINING SOLUTIONS
59/29, College Road,
Nungambakkam, Chennai 600006.
Landline: +91-44-42317735
Website: www.mmmts.com

Pramila Mathew - Training Consultant and Executive

Coach

Mobile: +91-9840988449; E-mail:

Pramila.Mathew@mmmts.com
Vikas Vinayachandran
- Training Consultant
Mobile: +91-9840932894; E-mail: Vikas@mmmts.com