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Selling Skills & Selling

Strategies

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Selling and buying styles

9 P eo p l e O ri en t ed
9 ( , )
a m cu s to me r ’ s f r i en d ,
8 w an t t o un d er st a n d h i m
n d r es p on d t o hi s
e e li ng s a nd in te r es t s s o
7 h a t he wi ll li ke me . It
s t h e p er so n al b o nd th a t
( , 9 ) Pr oble m So lvin g
Oriented
c o ns ul t w i th t he cu st o me r
o a s to in fo r m m y s el f o f
ll th e n ee ds in h is
it u at io n t h at m y p ro du c ts
an sa ti s fy . W e w or k t ow a rd s
s o un d p ur c ha s e d e ci si o n on

6 e
rao ds
m mehi
. m to pu rc h as e is
he pa
be rt whsi ch
ne ,f it h e yeie
x plec
d ts
hi mfr om
( , 5 ) Sal es tec hniq ue t.
Oriented
5 h a ve t r ie d a n e f f ec ti v e
ou t in e f or g e t ti n g a
4 us t om er to b u y . It
ot i va te s t hr o u gh a ( , 1 ) Pu sh th e pro duct
le n de d p er so n a li t y a nd Oriented
3 r,od
1 ) ucTake
t e mpit or s Le ave it
ha si t a ke c h al l en g e o f t he
p la ce th e p ro du c t us t om er an d h a rd s el l
2 e f or e t he c u st om e r a n d im , p o ll i n g o n a ll t h e
t s e ll s i ts e lf a s a n d re s su re it t a k es t o
1 2
h e n it co me s . 3 4 5 6 7
ak e h im bu y 8 9
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Selling and Buying Styles

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Selling Situations

• The Sales Task and Function

• Maintenance Selling
•

Developmental Selling

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Selling Skills

The good The bad The Ugly

Honest Does not follow up Has a smart ale attitude
Loses a sale graciously Walks in without appointment Calls me dear or sweetheart
Admits mistakes Begins call by talking sports (I am a female)
Possesses problem- Puts down competitors Gets personal
solving
Friendly capabilities
but professional products
Has poor listing sills Does
peoplenot give purchasing
Dependable Makes too many phone calls Credit for their intelligence
Adaptable Makes lousy presentations Whines
Knows my business Fails to ask about needs Lies
Well-prepared Lacks product knowledge Wines and dines me
Patient Wastes my time Plays one company against
another
Acts pushy
Smokes in my office

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Selling skills

ffective
roblem ommunication
olving skills
skills

elling
Skills

istening
Skills
egotiation
nd
argaining
skills

o nf li ct m an ag em en t
nd resolution

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skills
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Communication Skills

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Communication process

Feedback
ntended erceived
Message Message

Encoding Decoding
Nois
e

eceived
en t Mess ag e Message
Channel
Sen de r Rec ei ve r

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Managing Body Language

• Personal Appearance
• Posture
•

Gestures
• Facial Expressions
• Eye Contact
•

Space Distancing

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Process of listening

Attendan
ce
Interpretat
ion

Remembrance

Evaluatio
ns
esponse
Action

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Levels of listening

Feedback
Paraphrasing

Clarifications

mphatic
listening
ctiv e Listening

arriers to Listening !
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Barriers to Listening

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Conflict management Selling Skills & Selling Strategies

skills
vModels of conflict
vComponents of conflict
vThe conflict resolution process:
 - lumping
 - avoidance
 - coercion
 - meditation
 - conciliation
 - arbitration
 - adjudication
 - negotiation

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Conflict Management Skills

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Models of Conflict

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Components of Conflict

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Conflict management process

tage I tage II tage III tage IV tage V
otential ognition & Intentions Behaviour Outcomes
pposition Personalizat
r
Incompatibil ion
ity

ncreased
roup
performanc
erceived onflict
e
Conflict andling
ntecedent Intentions vert
Conflict
Conditions
Competing a r ty ’ s

Communication Collaboration e htahveirosu r

ersonal reaction
elt Compromising
Variables ecreased
Conflict
Avoiding roup
Structure
performanc
Accommodating e

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Methods of Conflict Selling Skills & Selling Strategies

Resolution
• Competing: Each party pursues is own
interests, regardless if the impact on the
e other party.
• : Both parties in a conflict
Collaborating
try to satisfy fully the concerns of both
parties.
• Avoiding: one party withdraws from or
suppresses the conflict.
• Accommodating: One party aggresses to
place the opponent’s interests above its
own.
• Compromising: Both the parties agree to
give up something.
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Nadir and Todd in their book “The disputing Selling Skills & Selling Strategies

process Law in Ten Societies have identified 8

procedures used to handle conflict:
• Lumping
• Avoidance
• Coercion
• Mediation
• Conciliation
• Arbitration
• Adjudication
• Negotiation



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 Negotiation Skills
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Situation and Timing for Selling Skills & Selling Strategies

Negotiations

Seller’s reservation Seller wants to

Seller’ s surplus move c up
price (seller wants
s or more)

o ne o f
agreement
Buyer’s reservation
price (buyer wants
b or less) Buyer wants to
Buyer’ s surplus move x down

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Formulation of a Bargaining Selling Skills & Selling Strategies

Strategy

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The Theory & Strategy of Selling Skills & Selling Strategies

Principled Negotiation
• Separate the people from the problem
• Focus on interests,not on positions
• Invent options for mutual gains
• Insist on objective criteria

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 Negotiation Tactics
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• Acting Crazy • Deadline

• Auctioning • Sticks and Stones
• The Good guy-Bad guy • Get lost/Stall for Time
routine • Take it or leave it
•

•
Big Pot Bogey
Budget
•
Wet Noodle
• Veiled Threat
• Get a prestigious ally • Let’s split the difference
• Escalation • Play the devil’s advocate
• The Well is Dry • Trial balloon
•
Limited authority • Surprises
• Whipsaw/auction • What’s the rock bottom
• Divide and Conquer price
• Reunion • Adversarial negotiation
tactics
•

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Problem solving skills Selling Skills & Selling Strategies

•
Habit I: be proactive
• Habit 2: begin with an end in mind
• Habit 3: put first things first
•
Habit 4: think win–win
• Habit 5: seek first to understand, then to
be understood
•

Habit 6: synergize
• Habit 7: renewal

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8/8/2019 Characteristics of Selling Skills & Selling Strategies

Ineffective/effective
Characteristics
Attitude
Actions Lies
problem solver
Ineffective problem-solver
Thinks nothing can be done; gives up
easilyback and expects that a solution
Effective problem-solver
Believes the problem can be solved
Re-evaluates the problem several times
will come naturally; unable to re- to look at the issue from different angles;
describe the problem; jumps to Re-describes the problem; asks himself
Accuracy conclusions very fast
Does not check questions;
Checks andcreates a mental picture,
rechecks
Solutions procedures Does not break the problem, lets it be as draws sketches,
Breaks and into
the problem writes equations
smaller
it is. problems leading to the larger problem;
Does not know where to start from; fails starts at a point where he understands
to identify key concepts; relies on guess; better; uses a few fundamental concepts
does not use any special plan; quits or as building blocks; uses decision
withdraws heuristics; perseveres when held up or
struck; uses quantitative formula and
equations to solve the problems; keeps a
track of changes and progress

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Problem Solving Process

efine the problem

e nerate alternative so luti ons

e cide the solution

mplement the so lution

valuate the soluti on

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ro em e n t on
Selling Skills & Selling Strategies

techniques

unker ’ s diagram
4
atement and Restatement
resent desired state analys
5
3

roblem
efinition
Techniques

luate problem 6statement xplore the problem

2

ind out origin of the problem

1

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Dunker’s Diagram Selling Skills & Selling Strategies

chieve the
esired state
eneral
Solution
ossible path to the
esired state

unctional
ath 1 ath 2 ath 3
Solution

olutions to implement & paths to

e si re d s olu ti ons
pecific
olution 2 olution 3 Solution
olution 1

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Statement Restatement Selling Skills & Selling Strategies

Technique
z zy
u
F Mess

elax Generaliz
Constraints er cei ve d p ro bl ems e

ake an e Statement
pposite
Statement

e Statement

inal problem
Statement
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Components of a decision Selling Skills & Selling Strategies

on a future course of action

i tua tio n a na ly si s

otential
roblem roblem
analysis Analysis
Past ecision
analysis Future
hat is the ow to prevent
fault future
faults?

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Evaluate the Solution Selling Skills & Selling Strategies

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