Professional Documents
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Sales Playbook V6-Neosales (Ghi)
Sales Playbook V6-Neosales (Ghi)
Sales Playbook V6-Neosales (Ghi)
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material is confidential. Participants shall
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party under any circumstance whatsoever.
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MODULE- 1 [Basics of Sales and Marketing]
6 Day Training and Evaluation
Start Date Evaluation Date
PAGE NO TOPIC DATE OF COMPLETION
5 INTRODUCTION
6 INTRODUCTION TO OUR BUSINESS
8 CORE VALUES OF OUR BUSINESS
9 THE THINKBIG TRAINING PROGRAM
12 EXPECTATIONS AND CODE OF CONDUCT
15 21 DAY SALES MASTERY CHALLENGE
DAY-0
17 INTRODUCTION TO SALES
19 HARD SKILLS AND SOFT SKILLS
LEARNING STYLE
20
SELF-ASSESSMENT QUESTIONNAIRE
21 FIVE STEPS SALES PROCESS
25 DAY-0 FEEDBACK
DAY-1
27 DEALING WITH DIFFERENT SITUATIONS AND PEOPLE
27 LAW OF AVERAGES
28 USING TERRITORY MANAGEMENT SHEET EFFECTIVELY
29 10 BENEFITS OF FIELD EXPERIENCE
30 IMPULSE FACTORS: GREED
30 IMPULSE FACTORS: THE JONES THEORY/THE SHEEP FACTOR
31 EIGHT STEPS TO SUCCESS: HAVE A POSITIVE ATTITUDE
31 EIGHT STEPS TO SUCCESS: MAINTAIN YOUR POSITIVE ATTITUDE
32 TIPS TO HELP YOU IN YOUR JOURNEY WITH US!
34 DAY 1 REVIEW
DAY-2
36 IMPULSE FACTORS: FEAR OF LOSS
36 IMPULSE FACTORS: SENSE OF URGENCY
37 EIGHT STEPS TO SUCCESS: WORK YOUR TERRITORY CORRECTLY
37 EIGHT STEPS TO SUCCESS: WORK 100%
38 DAY 2 REVIEW
DAY-3
40 IMPULSE FACTORS: INDIFFERENCE
40 EIGHT STEPS TO SUCCESS: BE ON TIME
41 EIGHT STEPS TO SUCCESS: BE PREPARED
42 OBJECTION HANDLING
43 SECONDARY LEVEL OBJECTIONS
46 DAY 3 REVIEW
DAY-4
48 EIGHT STEPS TO SUCCESS: KNOW WHY YOU’RE HERE AND WHERE YOU’RE GOING
48 EIGHT STEPS TO SUCCESS: TAKE CONTROL
49 THREE COMMON TYPES OF DAYS
50 G.R.A.S.P - QUALITIES OF SUCCESSFUL PEOPLE
51 DAY 4 REVIEW
DAY-5
53 THE SALES PROCESS
54 UNDERSTANDING THE SALES PROCESS
55 COMPONENTS OF A SALES PITCH
57 DAY 5 REVIEW
60 WEEKLY KEY PERFORMANCE INDICATORS (KPI)
The ET needs to learn and apply all the topics listed above and will be evaluated by the Crew Leader or AEP. Successful
completion of this module will mark the end of probation and the BA will be officially inducted into the company.
KEY LEARNINGS
Week 1 Week 2
1. Introduction to our business and systems. 1. Refining your pitch.
2. Industry training and product knowledge. 2. Working independently on the field.
3. Sales training. 3. Working in different segments.
4. Practical observation and application on field. 4. Achieving leadership criteria and preparing
5. Ability to follow the leader. for promotion.
6. Ability to speak to customers and doing 5. Learning advanced sales skills.
presentations.
7. Learning basic sales skills.
Week 3
1. Developing into a leadership role. The Next Level
2. Applying advanced sales skills. 1. Leadership Test
3. Learning basic training methods. 2. Promotion to Level-2
4. Beginning to coach new BA’s 3. Personal plan and team development plan.
5. Territory management. 4. Career mapping.
6. Working on a roadtrip. 5. Goal setting.
The ET will be evaluated by the Crew Leader or Assistant Entrepreneur Partner on a scale of 1-5.
Module 2 needs to be completed within 2 weeks.
THINKBIG Certificate will be awarded on successful completion of Module 1 and 2.
Please maintain a fair notebook for the training.
INTRODUCTION
The following question takes you a level deeper into analysing yourself and would
require some 'out of the box’ thinking. Remember, there is no right or wrong answer
so be honest to yourself and be creative while responding.
What five skills you would like to improve in yourself?
_________________________________________________________________________________________
If a genie were to grant you one wish and you knew that it would definitely come true, what
would you wish for?
________________________________________________________________________________________
________________________________________________________________________________________
If you won Rs.1 crore in a competition, tomorrow, how would you change the way you are
living right now?
_______________________________________________________________________________________
_______________________________________________________________________________________
_______________________________________________________________________________________
5
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Formerly
NeoSales, formerly known as Saffron Global Corp was founded with a team of 5 people from a
small office in Australia, then moved to Asia mentoring young entrepreneurs in Malaysia.
Today, we are well-established with a team of over 600 people across the network.
India is one of the fastest growing major economies in the world and we have BIG plans for our
business here. We are expanding the entrepreneurial opportunity into different cities across
India. Potential cities of growth are Bangalore, Chennai, Raipur, Bhubaneswar, Nagpur, Pune,
Warangal, Vishakhapatnam and Vijayawada, to name a few.
Come be a part of this journey and create a success story for yourself and others.
SGC ORGANIZATION
OUR OUR
MISSION VISION
is to provide fast is to develop 100
track career Entrepreneurs
growth who can run
opportunities for independent
our people companies within
through on-going our organisation.
training,
mentoring and
support.
SMALL
EXPERENTIAL
CONTINUOUS
LEARNING
IMPROVEMENTS
PERFORMANCE FUN@WORK
OVER SENIORITY
PEOPLE
NEVER EVER
DEVELOPING
GIVE UP
PEOPLE
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Every successful candidate who starts their journey with us will be trained and groomed in all
aspects of running our business. The training includes sales, leadership and business operations.
They will be absorbed into our THINKBIG training modules which will help them learn both
theoretically and practically.
The candidates will develop sales and marketing skills, key leadership skills, communication and
interpersonal skills, public speaking, teaching, training, team management, coaching and mentoring
skills.
Every individual will be given an equal opportunity to progress into an Entrepreneurial role at
their own pace. Their growth depends on their performance.
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11
12
EXPECTATIONS
1. Time Management and Punctuality 2. A Positive Attitude & Behaviour
3. Willingness to Learn or Student Mentality 4. A good dressing sense – Dress for Success
5. Professionalism 6. Initiative and Decision Making
CODE OF CONDUCT
1. Respecting each other; At NEOSALES, we strive to provide a work environment free of
discrimination and harassment. Do not discriminate or allow harassment on the basis of race,
colour, religion, disability, gender, national origin, sexual orientation or any other legally
protected status.
2. Co-Worker Relationships; Romantic relationships between co-workers can create a conflict of
interest. This is an absolute No-No.
3. Obey the Law: Never give a wrong commitment to the customer
4. Ensure Financial Integrity and Responsibility: Never collect cash from the customer
5. Performance: You must always keep high standards of performance.
TRAINING STRUCTURE
Office LOA
Training
11am-5pm
8-10 am
Daily Review
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DRESS CODE
The dress code policy is designed to help us all provide a consistent professional appearance to
our customers and colleagues. Our appearance reflects on ourselves and the company. The goal is
to be sure that we maintain a positive appearance and not to offend customers, clients, or
colleagues.
• All ET’s are expected to dress in formal business everyday unless specified otherwise.
• All ET’s must always present a clean, professional appearance. Everyone is expected to be
well-groomed, shaven and wear clean clothing, free of holes, tears, or other signs of wear.
• Clothing with offensive or inappropriate designs or stamps are not allowed.
• Clothing should not be too revealing.
CLEANLINESS
Contact List
Name Mobile E-mail
Entrepreneur
Partner
Crew Leader
Leader
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21 DAY SALES MASTERY CHALLENGE
According to Stephen Covey, author of The 7 Habits of Highly Effective People, it only takes 21
days to form a habit. This is a highly interactive and exciting 21-day program to help you learn
the Mentality and Mechanics of Sales and Marketing. The systems you will learn are very
powerful and if you apply them, everything about your life will change. It’s not just about sales,
it’s about your mindset and your belief system.
For this program to work, you need to commit yourself to a continuous process of learning.
So, take the challenge. Learn and grow with us.
DAY-21
Date:
Day:
Contacts: Terms & Conditions:
Presentations: 1. It’s your responsibility to fill this sheet
Deals: everyday.
2. You will receive your certificate of leadership
Trainer: only if this sheet is complete along with
fulfilling other criteria.
3. If you are absent for more than 2 days, the
certificate will be withheld.
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DAY-0
17
INTRODUCTION TO SALES
Sales is one of the most highly paid and most in demand skill across industries.
“No one can learn sales from a book”
This the book is to help people in the direct sales and marketing industry, which is one of the few
industries wherein everyone has to start from the bottom and learn. Unless you have been out
there dealing with prospective customers, learning how to turn negatives, dealing with rejections
and closing deals, you cannot really know what it is like. It is a bit like driving, you can study as
much as you like in the classroom, but you don't really start learning until you are behind the
steering wheel.
Most successful business and sales teams are led by people who have a real understanding of
direct sales. Good sales managers do not mean that they are necessarily great salespeople, like
football managers are not always great footballers.
Staring out in direct sales can really be quite daunting, but the benefits of what you learn are
something you can take with you no matter what you do in life. Much of the skills you will develop
from direct sales help you develop some of the following skills:
We will help you, advice practical suggestions and guide you to develop your skills. The one thing
you need to remember when in case you feel lonely that there are 100's of other people doing
exactly what you are, right now. Some will be having a great day, others will be having a bad day
and others quitting.
We will give you the tools to help you along the road, but you have to pick them up and use them.
SALES TRAINING PROGRAM
• WHERE • WHAT
TARGET
PRODUCT
MARKET
CUSTOMER
SKILLS
BEHAVIOR
• WHO • HOW
Soft skills, on the other hand, are subjective skills that are much harder to quantify. Also known
as "people skills" or "interpersonal skills," soft skills are the way you relate to and interact with
other people.
Examples of soft skills include:
✓ Communication ✓ Persuasion
In order to be successful in this role you need to get the balance between developing both your
hard and soft skills. Your training manuals and all the information and systems in it are the hard
skills you need to know or learn.
Once you have learnt the concepts theoretically you also need to implement them on a daily basis
and work on improving those skills over a period of time.
Remember every day is a new day and we learn something new every day. All you got to do is have
the right mindset and be open to this learning and information. Never pre-judge anybody – as a
new-joinee you will get to learn a lot of new things from your trainers but you also learn
something from everyone you meet. You just need to learn to filter the good from the bad and be
open to learning.
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LEARNING STYLE
SELF-ASSESSMENT QUESTIONNAIRE
What is your preferred learning style?
For each of the following questions select the most appropriate response. Be honest!
Circle or tick the answer that most represents how you generally behave. Please count the total score.
A B C
1 When operating new equipment for Read instructions Listen to explanation Have a go
the first time I prefer to
2 When seeking travel directions I Look at a map Ask for spoken directions Follow your nose &
maybe use a compass
3 When cooking a new dish I Follow a recipe Call a friend for an Follow your instinct,
explanation tasting as you cook
4 To teach someone something I Write instructions Explain verbally Demonstrate and let
them have a go
5 I usually tend to say I see what you mean I hear what you are saying I know how you feel
8 When complaining about faulty goods Write a letter Phone Send or take it back to
I tend to the store
9 I prefer these leisure activities Museums and galleries Music and conversations Playing sport or DIY
11 When shopping generally I tend to Look and imagine Discuss with the shop staff Try on and test
12 When choosing a holiday I Read the brochures Listen to recommendations Imagine the experience
13 When choosing a new car I Read the reviews Discuss with friends Test drive what you
fancy
Score:
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FIVE STEPS SALES PROCESS
There are 5 steps to a good sales pitch. These 5 steps can be used, not only in a sales pitch, but in any
conversation. The steps allow you to stay in control of the conversation without being pushy or aggressive.
Use these five steps when you’re interacting with customers, you will be amazed at the results.
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Fill in the blank cells with the respective Step, Phase or Tip. Explain to your
trainer the use of each step
Rehash
EYE CONTACT: Good eye contact says a lot about a person. It shows you have
confidence in what you are talking about, but more importantly it builds trust
and exudes honesty, if your eye contact wavers you look nervous or ‘shadey’.
K.I.S.S vs K.I.L.L
The KISS (Keep it short and simple) principle highlights the fact the simplicity
is key to pass a message and to go straight to the point. It also says that
unnecessary complexity should be avoided.
Do not KILL (keep it long and lengthy) as your customers are busy working
people and you will lose their interest if you take too long to convey your
message. It might seem like you are making up a story or trying to convince
them.
24
You have successfully completed your Day-0 Training or Induction. Please note that this
course and the notes you’ve taken will serve as the base of all your learnings which you must
apply for your personal and professional growth.
Positive Attitude
Soft Skills
5 Steps
S.E.E
K.I.S.S vs K.I.L.L
Body Language
Dressing Sense
____________________________________________________________________________________.
25
DAY-0 FEEDBACK
1. Write about your experience of today’s training session
4. Give suggestions on how we can make this training session better for future batches
DAY-1
PRACTICE AND IMPLEMENT THE 5-STEPS TO SALES SUCCESS
27
SALES SYSTEMS
Law of Averages
The principle behind the Law of Averages (L.O.A) is that the more people we present to, the
more chance we have of securing a sale. This principle only applies when you are doing the right
things in your sales presentation!
How many people would sign-up to a representative who had a ripped shirt and gave the customer
no eye-contact? Even speaking to 100 prospects, it’s unlikely the representative will secure any
sales because his presentation is flawed. (He then loses faith in the ‘Laws of Averages’!).
To use the Law of Averages to your sales advantage, you need to practice your
L.O.A
sales presentation with a range of people in the office, and then refine it further
50:15:2
each day.
Each person develops his or her own personal Law of Averages to work with. For example, over
time, you might discover that you successfully sell to one out of every 10 people you meet. That
means that if you want to make 5 distinct sales, you need to pitch right around 50 people.
Write 5 examples of ‘Law of Averages’ that can be applied in your daily life.
28
Magic Number
Here’s what your Territory Management Sheet looks like, use this on a daily basis and report your
numbers to the leader and Entrepreneur Partner:
Positivity Triangle
Our thoughts and the way we think define who we are, how we feel and ultimately the experiences we have
in life. Never underestimate the power of mental practice. It really isn’t rocket science, when we think
positive thoughts we create positive outcomes for ourselves and others.
29
Refer to the poster in office, discuss them with your trainer and note down the points
in the boxes provided above.
30
SALES SYSTEMS
Impulse Factors: Greed
An IMPULSE is a sudden strong urge or desire to act.
Most people busing decisions are based on emotions rather than logic. In a sales process, you
need to raise their level of interest at a psychological level, talking of savings is not enough to
make a sale. There are five main factors you can use to create impulse that cause people to buy.
Greed Everyone want to save money and they want to save more
than the next person. The urge of saving money makes
people greedy. Everyone wants to have more for less, it is a
Indifference natural instinct.
The greed factor can be easily triggered by proposing a
discounted price.
Fear of Loss You have to convince people the price they are paying is
lower than the real value of your product.
Sense of Urgency • For ordering today I can give you a coupon for your first
purchase.
Write a list of GREED based impulse factors that you can use with your
product.
Greed Have you heard the saying: "Keeping up with the Jones’ "?
It is so true, nobody wants to be the first person to buy,
that’s called venturing into the unknown.
Indifference Once the person you are talking to notices that “everyone
else is doing the same thing”, they will be more impulsed
and inclined to buy. It gives a sense of safety and trust
Fear of Loss about the product.
When you make a sale, record the customers name and
address on a sales sheet. Show the list of the customers
The Jones Theory names who bought from you. Show customer testimonials.
Examples:
"Mr/Ms. So and so have bought the product..."
Sense of Urgency "Here are a list of customers who bought from me and
they are reaping the benefits"
Write a list of THE JONES THEORY based impulse factors that you can use
with your product.
31
SALES SUCCESS MENTALITY
Eight Steps to Success: Have a Positive Attitude
Have a Positive Attitude Your attitude is the way that you perceive things - your
outlook towards events, people and situations.
ATTITUDE is the word that you will hear all the time in
Maintain your Positive Attitude
the office, and it is a word that you must understand in
order to achieve success in the field and with team
Be on Time building.
It is important that you approach every person as if they
Be Prepared are definitely going to be a sale, because people pick up and
are attracted to positivity. Likewise, your customers will
Work Your Territory Correctly notice if your spirit is low. Learning to control your
attitude will be the most important thing you will have to
do as in a way it will be an achievement that reaps the most
Work 100% rewards.
Know Why You’re Here and Where Do not let other people dictate your day or future.
You’re Going Never let your sales determine your attitude but your
attitude determines your sales.
Take Control
“Boss, I’m sorry, but you may as well bring me back home. This is a
complete waste of my time and the Company’s money. No-one wears
shoes in Africa!”
The boss agreed to let him come home, as he didn’t want unhappy
staff.
He decided however, to give another of his salesman a try instead.
Within a week, the second shoe salesman was on the phone to his
boss, barely able to contain his excitement!
Day 1 Review
1. Write your day’s experience.
DAY-2
PRACTICE AND IMPLEMENT THE 5-STEPS TO SALES SUCCESS
FOCUS ON PRESENTATION
36
SALES SYSTEMS
Impulse Factors: Fear of Loss
This is where you convince the customer that they need to
Greed act. You have to communicate what they are missing out
and what they are losing.
Its Now or Never.
Indifference Scarcity has the power to eliminate procrastination.
People always want what they cannot have. The more
Fear of Loss something is running out, the more people want it. Nobody
wants to miss out on a good deal. Your promotion must be a
limited time offer.
The Jones Theory Examples:
• This offer is only for limited period of time.
• We are selecting only 5 people
Sense of Urgency • I only have 2 forms left
• This offer closes today.
Write a list of FEAR OF LOSS based impulse factors that you can use with
your product.
Write a list of SENSE OF URGENCY based impulse factors that you can use
with your product.
37
SALES SUCCESS MENTALITY
Eight Steps to Success: Work Your Territory Correctly
Have a Positive Attitude If you really want to maximise your earning potential, you
owe it to yourself to put in 100% effort.
Maintain your Positive Attitude It's not just how many hours you put into your day, it's the
amount of effort you put into each hour of the day.
Avoid any activity that might effect your efficiency on the
Be on Time field and distract you from giving 100%.
Avoid any time wasters.
Be Prepared Break your day into 1 hour blocks and set a presentation
goal for each hour. This way, you will be able to maximize
Work Your Territory Correctly your time on the field.
By working smarter not harder one can get more work done
in less time. 100% efforts are counted by the highest level
Work 100% of performance.
Know Why You’re Here and Where 99% Effort = 0% Result
You’re Going
100% Effort = 100% Result
Take Control
Write things you can do to manage Write things you can do to give your 100%
your territory effectively. everyday and avoid distractions.
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Day 2 Review
1. Describe your day’s experience. What is the major improvement during your days training?
2. Did you face any challenges during the day? How did you handle it?
4. What feedback did your trainer give you today to improve your presentation?
6. What are the 3 things you learnt from your trainer today?
DAY-3
PRACTICE AND IMPLEMENT THE 5-STEPS TO SALES SUCCESS
FOCUS ON CLOSING
(ABC and Pen to Paper)
40
SALES SYSTEMS
Impulse Factors: Indifference
Sense of Urgency only got a few left and they are going like hot cakes"
Write a list of INDIFFERENCE based impulse factors that you can use with
your product.
Work 100%
Know Why You’re Here and Where
You’re Going
Take Control
You need to set the right tone for the day by being
Have a Positive Attitude prepared both mentally and physically. Always start your
day with a positive mental attitude and approach towards
Maintain your Positive Attitude the day. Visualizing and expecting positive results from the
beginning will help you achieve them. Write down your sales
Be on Time and presentation goals before you start your day.
Plan your territory in advance and make sure you have
everything you need before you start work. That includes
Be Prepared your folder, LOA sheets, pitch cards, extra pens and
paper, good walking shoes, water bottle, enough food or
Work Your Territory Correctly fruits, an umbrella if needed. Most importantly, your
Identification Card. You also want to ensure you have
Work 100% enough sales material and products, you can never sell too
much!
Know Why You’re Here and Where
You’re Going
Take Control
Write a list of things you need to Write things you can do to prepare your
do in order to be physically mindset to have a great day.
prepared for the day.
42
OBJECTION HANDLING
When a customer raises an objection, or asks a question during presentation, it’s not a negative but a
positive. It’s a sign of interest on the part of the customer. He / she has some doubts they would
like to clarify.
4 – Types of Customer Objections
Need Based Objection Money Based Objection
i. I already have other credit cards. i. Charges are too high.
ii. I don’t use a credit card. ii. Interest rates are high.
iii. I am a cash person (or) happy with iii. I don’t want to pay Annual Fee.
debit card iv. I want a Free Card.
Objection
• Listen to the customer attentively without
interrupting.
Not Interested.
Answer:
Objection 2: I’m happy with my credit card (or) I have too many credit cards
Answer:
Objection 3: I had bad experiences with your bank (or) I don’t trust private banks
Answer:
44
Objection 4: Can you come back later; I will get all documents ready
Answer:
Objection 5: I need some time to think about it (or) I need to discuss with Family.(or) I
will ask my Colleagues.
Answer:
Objection 6: Charges are high on Credit Cards (or) Interest charges are high
Answer:
45
Day 3 Review
4. Why should you not tamper with or manipulate any of the customers documents?
5. Did you face any major challenges during your time on the field today? How did you handle
them?
6. How will your training from Day-0 to Day-3 help you become a better trainer?
DAY-4
48
SALES SUCCESS MENTALITY
Eight Steps to Success: Know Why You’re Here and Where You’re Going
Be on Time
Be Prepared As you are aware that in your journey you will go through
highs and lows. You will face various hurdles, roadblocks
and challenges along the way.
Work Your Territory Correctly You cannot let others determine the direction of your
career and life. You cannot your customers determine your
Work 100% day.
You need to be in control of your EMOTIONS .
Know Why You’re Here and Where You need to be in control of your ATTITUDE.
You’re Going You need to be in control of your BEHAVIOR.
You need to be in control of your GROWTH.
Take Control You need to be in control of your LIFE.
What are some of the challenges you foresee that might stop you from achieving
your goals? How will you deal with them?
49
THREE COMMON TYPES OF DAYS
DAY #1: Fast Morning – Slow Afternoon
On this day you will make sales early. This is the easiest day. You
have an indifferent attitude when pitching customers and will
continue to make sales as the day progresses because you are more
confident.
DAY #2: Consistent Sales All Day
This Day is also easy, because every for 10-15 people you make a
sale, the results during the day are more consistent.
DAY #3: Slow Morning – Fast Afternoon
This is the day that makes or breaks you. You get 2 – 3 hours of
people saying NO. You start to question your area, product and
ability, everybody as days like this. This is where you must learn to
keep your attitude so you can find sales in the afternoon. You will
make sales towards the end, due to the LOA and sense of urgency.
Recognize what day you are having and simply work the system. ALWAYS!!!
Tick the right option(s) – what you should do when faced with each type of day
Do’s Dont’s
✓ Hit the field early ✓ Don’t waste time in office after the main
✓ Take small breaks during the day meeting
✓ Start the field at the place you left off the ✓ Don’t talk or share negative stories
day before ✓ Don’t take personal calls on the field
✓ Work with lots of enthusiasm and a positive ✓ Don’t use social media during work hours
mindset ✓ Don’t waste time with negative customers
✓ Have a positive influence on other team ✓ Don’t lose your attitude
members ✓ Don’t leave the field without hitting your
✓ Stick to LOA and SYSTEM presentation goal
✓ Learn from top performers ✓ Don’t give excuses for poor performance
✓ Carry a smile wherever you go ✓ Don’t copy poor examples
50
G.R.A.S.P - QUALITIES OF SUCCESSFUL PEOPLE
GET ALONG WITH THE RIGHT PEOPLE:
The people you interact with will have a direct influence on your behavior and the results you
produce. So be wise in choosing the people you surround your self with.
If you spend time with top performers, the chances of you becoming one is high. You are here
to learn and build a career for yourself not to make friends. Learn from the top performers in
sales & team building and imbibe their best qualities and behaviors in yourself.
ACCOUNTABLE
Accountability is taking ownership of the results. You are accountable for achieving your goals.
Don't blame the territory, product or customers when you don't get the results your desire
instead look into yourself and identify the areas of improvement.
You and you alone own the result. If you do well ,it's because you; if you don't do well, its
because if you.
SYSTEMS
Systems help you learn faster and make your work easier.
You don't need to reinvent the wheel, simple copy the systems and apply.
Learn the Systems - Apply the Systems - Teach the Systems.
Write the list of Systems you learnt that has helped you so far.
PROFITABLE
Remember your income is dependent on your performance.
Be profitable every single day.
When you perform, you earn respect from others and people will look up to you.
Day 4 Review
1. Write about your days experience and what are your learnings from the day?
3. Why is it important to surround yourself with positive, hardworking and ambitious people?
4. How will the skills you’ve developed so far help you in your personal life?
DAY-5
53
THE SALES PROCESS
54
UNDERSTANDING THE SALES PROCESS
Why People Buy
1. The Product or Service – 15%
2. The Company behind the product (Brand) – 25%
3. The Person behind the product – 60%
The Product or Service– 15%
With consideration to the above breakdown, it is necessary for the salesperson to be well
equipped in their knowledge of the product/ service they are selling.
The customer assumes that the sales person has thorough knowledge of the product they are
selling. Therefore;
• Be familiar with each feature of the product/service
• Learn how to highlight the potential benefits for each customer
• Familiarize yourself with all the necessary Terms and Conditions
• Be familiar with similar products from other suppliers/retailers/organizations
• Be aware of the key points of difference between yours and similar products available in the
market.
• Be well versed in dealing with typical customer questions and objections
The Company behind the product (Brand) – 25%
The customer seeks reassurance that the product is from a reputable and reliable company – who
will be able to deal with any potential issues should they arise. Therefore;
• Spend time familiarizing yourself with the company you represent
• Develop an understanding of other products/projects that the company offers
• Speak confidently and with conviction about the company you represent
• Keep yourself up-to-date with the latest development and news of the company
The Person behind the product (Salesperson) – 60%
This is where each individual can make the most difference. You cannot change the product or the
client, but you can change your sales presentation. Therefore;
• Spend quality time in practice and rehearsal of your sales presentation
• Learn how to engage people in conversation
• Develop a variety of presentations to allow you to engage different types of
customers
• Show confidence in the product and conviction in your presentation
• Practice with different people, seeking feedback from each to improve
• Learn from each exchange with a customer to affect/improve your performance
• Be more aware of the body language you are using
• Learn how to develop rapport and trust from customers
• Develop the skill of leaving the customer on a high note. (Good rehash!)
55
COMPONENTS OF A SALES PITCH
Research has shown that the words we use in face-to-face communication only contribute 7% of the
message we send when we communicate with others. Wow! So what can speak louder than words?
The answer is our body language. It accounts for a whopping 55% of our message. Tone of voice
takes the rest. Don't think it's true? Well think again. Let's say I am telling a story and you
approach me, yawn, roll your eyes, shake your head and walk away. Did you say a word? No. Did I
understand what you wanted to say? Yes. You did not like my story and found it boring. Amazing!
You delivered your message without saying a single word.
Findings from the ‘Mehrebian Study’- The following ‘pie-chart’, according to research, illustrates
where a person’s attention is directed during a presentation.
Body Language Content While WHAT we
Eye Contact Product Information
Facial Expression
say/convey to our
Movement Voice audience is
Gesture Volume
Posture Pace
important,
Stance
Dress
Emotion/Tone
Articulation
HOW we
Emphasis say/convey
the message can
make
the critical
difference!”
If you measure the right VOLUME of your voice on a scale of 1 to 10 from low
to high. It should be 7/10.
- The PACE at which you speak determines the clarity of your pitch. If you
Pace speak too fast, customers might not understand you. If you speak too slow, you
might bore them. The PACE of your voice has to be appropriate.
- You need to STRESS and EMPHASISE on the right words to make the
Stress/ Emphasis
customer understand the benefits of the product.
- When you pay attention to great actors in movies, they are masters of
VOICE MODULATION. Just like an actor, you need to modulate your voice to
Modulation
keep the interest of the customer in your product you are presenting. A
platonic voice is boring.
- The way you ARTICULATE each sentence and words of your pitch will have a
Articulation
major impact on the customers decision to buy from you.
Practice pitch without body movements and facial expressions. Note down your
observations.
1. Write about your days experience and what are your learnings from the day?
Negative People
An eagle's egg was placed in the nest of a chicken. The egg hatched
and the little eagle grew up thinking it was a chicken. The eagle did
what the chickens did. It scratched in the dirt for seeds. It
clucked and cackled. It never flew more than a few feet because
that is what the chickens did.
DAY-6
60
WEEKLY KEY PERFORMANCE INDICATORS (KPI)
QUANTITATIVE ANALYSIS
Date Day Leader Contacts Presentations Deals
QUALITATIVE ANALYSIS
A.What are some of the positives for the week? B.What did you learn and improve this week?
C.What are some of the challenges you faced B.Identify 3 areas of improvement in yourself
this week?
DAY-7
Describe in not less than 1000 words your experience
with SGC Organization so far
62
THINKBIG MODULE 1
63
WEEK-2
REFINING YOUR SALES PITCH
64
GOAL SETTING TO ACHIEVE YOUR DREAMS
Goal setting is a powerful process for thinking about your ideal future, and for motivating yourself
to turn your vision of this future into reality. The process of setting goals helps you choose where
you want to go in life. By knowing precisely what you want to achieve, you know where you have to
concentrate your efforts. Top-level athletes, successful business-people and achievers in all fields
all set goals. Setting goals gives you long-term vision and short-term motivation.
Staying on Course
Once you've decided on your first set of goals, keep the process going by reviewing and updating
your To-Do List on a daily basis.
Periodically review the longer term plans, and modify them to reflect your changing priorities and
experience.
Rent
Electricity
Food
To Earn Rs. __________ every month I need to
Travel
generate ______ Sales Per week.
Shopping
Miscellaneous
Savings Goal
Total Monthly
Expense
4 5
3
2
1
1. At the first step (Introduction) your customer is set at ease and we prepare them to have their
impulse raised.
2. During step 2 (Short Story) we remove their apprehension and we begin to raise impulse by
creating curiosity.
3. At step three (Presentation) we have them in the palm of our hand while we give them the “meat”
of our product.
4. Right when the customers impulse has almost topped the chart we hit step 4 (Close) we give
them the price and close the deal. At this point the customer’s impulse will take a drastic plunge.
Why? Well because you’ve told them the price of course. (Remember they weren’t going to spend
any money before step one and now they are forced to consider it.) This is where we need to handle
their objections with empathy. Your ability to handle the objections by using the right G.I.F.T.S will
get the impulse back up and throw the curve back in your favour so you can close again (final close).
68
RELATIONSHIP BUILDING WITH CUSTOMERS
When you work on building relationships with your customer by getting the exact solution and
service they need, you win by generating consistent sales through repeat customers, referrals, and
new business.
Outdated sales tactics and gimmicks don't work anymore. The internet and social media make
customers too savvy. Most times the customer is prepared with almost everything they need, they
just need someone with the skills and personality to guide them through the buying process and
deliver personalized value along the way.
Network with leaders in office and write down at least 3 different ways they
build rapport or relationships with customers.
Features: The features of a product are the characteristics or points of difference. They are the
facts about the product.
A feature is something that your product has. It is a factual statement about the product.
Benefits: The benefits of a product describe how a customer will be able to gain from the features.
A benefit answers the question "What's in it for me?,".
Example 1: Features Example
This mobile phone has continuous access to your e-mails/Our
computer has a 32 GB Hard Drive.
(Each of the statements is a neutral description; a fact or a
piece of information about the product).
Example 2: Benefits
Because this mobile has continuous access to your e-mails you
can keep in touch with your business on the move/Because our
Feature Benefit
computer has a 32 GB Hard Drive you can use the widest range
of software available.
Most people find that the second style of statements is more persuasive.
Benefits describe what is in it for the individual customer and reflect feelings of confidence,
reassurance and peace of mind. The benefit phrases people like to hear are:
1. You don’t have to worry because…
2. You can be confident that or You can be reassured that…
3. This will give you peace of mind because…
4. Let me show you how you can save money…
5. Let me tell you how this will benefit you…
Make a list of the features & potential benefits of your current
product/service.
5
70
CUSTOMER BUYING SIGNS
How do you know when to ask for the sale? The customer will
tell you when they are ready to buy. They will give you clues.
These are called buying signals.
Verbal Non-Verbal
Customer asking questions. Gives you time to present the product.
How much time will it take to get this card? Customer listening attentively.
How much credit limit will I get? Showing documents when asked for it.
Why are you giving so many benefits? Nodding with agreement during presentation.
What is the benefit for the bank? Shows excitement about the benefits of the card
What is the bill payment procedure? Making eye-contact
How long is this offer? Leans forward while listening
Do I have to pay anything/ annual fee, etc.?
What are the hidden chargers?
What is the rate of interest?
Will I genuinely get these benefits?
What is the cancelation procedure?
How is it better than my credit card?
Write about your own experience of how you recognized a buying sign from a
customer and closed a sale.
71
EFFECTIVE QUESTIONING SKILLS.
Just having a good pitch is not enough for you to become great at sales. If you really want to be a
top performer, you need to master your ability to ask right questions during your interaction with
the customer.
The quality of questions you ask will determine how successful you are at sales.
Apart from being prepared for customer Objections, you should also be prepared with a series of
questions to ask the prospective customer.
The questions that you ask the customer should provide you with valuable information that can be
used to tailor (modify) the offer to the customers needs and wants.
The right questions will help you uncover the needs and wants of the customers. All questions fall
into one of these two categories:
•Open Ended Questions
•Close Ended Questions
Short Story:
Presentation:
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Close Ended Questions: CEQ
CEQ's are designed to keep the customer in a certain area for clarification and lead them in a
direction you want to move. CEQ's are series of questions you can ask and gradually lead the
customer in one direction. The answers you can expected are usually in one sentence or one word
or even YES or a NO.
Examples of CEQ's:
• When did you last...?
• Where...?
• Who....?
• How long....?
• How much...?
• How many....?
• Do you agree...?
Asking the right questions is the best way to make the customer understand the benefits of the
product instead of trying to convince them.
Here are a list of some CEQ's you can ask at various stages of the sales pitch:
• Do you like living in ....?
• How long you have been working with this company?
• How long you have been working this business?
• Do you agree that this product will save you money or time?
• Is your organization growing at the rate you desire?
Write a list of 3 close ended questions you can ask with your product that you
are selling during each of these stages of your pitch.
Introduction:
Short Story:
Presentation:
73
8-STEPS OF SALES SUCCESS - WORKSHEET
Have a positive
attitude
ATTITUDE
Maintain your
attitude
Be on time
MANAGEMENT
TIME
Be prepared
Work your
territory correctly
WORK ETHIC
Work 100%
Take control
74
WINNERS VS LOSERS
✓ The Winner is always part of the solution;
✓ The Loser is always part of the problem.
✓ The Winner always has a plan of attack;
✓ The Loser always has an excuse.
Pride of Performance
Three people were laying bricks and a passerby asked them what
they were doing.
The first one replied, "Don't you see I am making a living?"
The second one said, "Don't you see I am laying bricks?"
The third one said, "I am building a beautiful monument."
Three people doing the same thing gave totally different replies.
The question is : did they have different attitudes? And would their
attitude affect their performance? The answer is a clear yes.
DAILY REVIEW
Day: Date:
Territory: Leader:
DAY-8
Positives:
Challenges:
Leaders Feedback:
Day: Date:
Territory: Leader:
DAY-9
Positives:
Challenges:
Leaders Feedback:
Day: Date:
Territory: Leader:
DAY-10
Positives:
Challenges:
Leaders Feedback:
77
DAILY REVIEW
Day: Date:
Territory: Leader:
DAY-11
Positives:
Challenges:
Leaders Feedback:
Day: Date:
Territory: Leader:
DAY-12
Positives:
Challenges:
Leaders Feedback:
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DAY-13
79
WEEKLY KEY PERFORMANCE INDICATORS (KPI)
QUANTITATIVE ANALYSIS
Date Day Leader Contacts Presentations Deals
QUALITATIVE ANALYSIS
A.What are some of the positives for the week? B.What did you learn and improve this week?
C.What are some of the challenges you faced B.Identify 3 areas of improvement in yourself
this week?
DAY-14
Describe in not less than 1000 words the life you wish
to live in the next 3-5 years
81
WEEK-3
BECOME A TOP SALES PERFORMER
82
EFFECTIVE TERRITORY PLANNING &
MAXIMISING THE TERRITORY
Here are a few ground rules to follow in order for you to become a top performer.
1. Plan your territory in advance.
• Use your weekends or day offs to scout for good territory.
• Use google maps and other internet resources to identify possible offices/companies etc to work
in.
2. Stick to your territory for at least one month.
3. Segregate your territory for morning, afternoon and evenings.
4. Use your LOA sheet daily and mark it correctly.
5. Follow every door, every floor policy.
1. Sales Focussed – These people are only focussed on sales, they don’t
stick to one territory but jump from one area to another. They rely on call
backs mostly to generate sales. As a result of this behaviour their
attitude fluctuates during the day. Their attitude depends on their sales
outcome as a result of which their performance is affected and sales are
There are 2 types inconsistent.
of BA’s you will
come across
2. Systems Focussed – These people depend on systems to generate
sales. They stick to on territory and follow the systems. As a result of
this habit they are more successful in generating consistent sales
results. Their attitude determines their performance.
The extra mile is the mile that you run when everyone else has stopped running, and it is in that
mile where you distinguish yourself. Every successful sports person trains more than others,
that's how they create an edge over others. That's what separates them from others.
Here are a few things you can incorporate into your work:
1. Always deliver more than expected.
Set goals for yourself on a daily basis and push yourself to not just achieve the goal but to
surpass it. Put in extra effort to generate and submit good quality sales.
Write your comfort and non-comfort zones both personal and professional
Non-comfort
zone
Comfort
zone
85
1. List things you can do to step out of your comfort zones in office and on the field.
2. How will stepping out of your comfort zones help you become good at sales and leadership?
Try doing some of the activities below to step out of your comfort zone, record
your feelings or experiences below
5. Work in a different market segment and share your experiences here and with your
Entrepreneur Partner.
86
FIVE TYPES OF CLOSES
Direct Close or Assumptive Close
This closing technique draws on the power of positive thinking. If you believe and assume, from the
first contact with the customer, "I will close this deal", it can have an incredible effect on the rest
of the sales process.
For example, you could close with,
• What's your best address to send the product?
• What day do you want to receive your shipment?
• Can we send this to your office?
• I will get you onboard so you can start enjoying the benefits, can I get your ID card please?
Alternate Close
Offer the customer two choices, both of which are positive to the sale. You’re not asking for a yes
or a no.
For example, you could close with,
• Would you like the X or the Y model?
• Do you want to use your Mastercard or Visa?
• Can we send the product to your house or office?
Suggestion Close
If you build a good rapport with the customer and they view you as a trusted expert, a suggestion
close is a good approach.
Rather than trying to sell, you need to be a consultant and provide the best possible option.
Example:
• Based on what you have told me about your operations, I would suggest this is a better offer.
• Let me suggest you a better option....
Trial Close
Here we are trying the level of our customers interest in our product. We are testing the waters
and gauge how the customer feels about the progress and gain commitment from them.
Examples:
• This sounds pretty good right?
• Do you understand how you can save money?
• Do you think the benefits are useful to you?
87
88
SITUATIONS AND SOLUTIONS
When you are on the field, you will face different types of situations where you are expected to
get good at finding suitable solutions. Part of the coaching process is for you to get good at dealing
with these situations and become a problem solver.
Below is a list of common situations, complete the gaps for the solutions.
Situation: My family and friends keep calling me on my phone though they know I’m at work.
Solution:
The father said, “take a good look and feel the potatoes.” She
touched it and stated that they were soft. The father asked her to
break an egg. She did just that and shelled the egg. She stared at
it, and it was a hard cooked egg. Lastly, he gave her the mug of
coffee and told her to drink it. Both the flavor and the smell of the
coffee made the daughter smile.
Finally, she broke her silence and asked her father “what does this
all mean?” The father answered, “All three of these faced the same
problem – the boiling water. But each of the three reacted
differently. The potato was vigorous and sturdy when it went into
the water but ended up soft. The eggs were soft on the inside with
only a thin shell protecting it. But when faced with the problem, it
toughened up inside. But the ground coffee was different. It
blended with the water and made itself and the water better.”
DAILY REVIEW
Day: Date:
Territory: Leader:
DAY-15
Positives:
Challenges:
Leaders Feedback:
Day: Date:
Territory: Leader:
DAY-16
Positives:
Challenges:
Leaders Feedback:
Day: Date:
Territory: Leader:
DAY-17
Positives:
Challenges:
Leaders Feedback:
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DAILY REVIEW
Day: Date:
Territory: Leader:
DAY-18
Positives:
Challenges:
Leaders Feedback:
Day: Date:
Territory: Leader:
DAY-19
Positives:
Challenges:
Leaders Feedback:
92
DAY-20
93
WEEKLY KEY PERFORMANCE INDICATORS (KPI)
QUANTITATIVE ANALYSIS
Date Day Leader Contacts Presentations Deals
QUALITATIVE ANALYSIS
A.What are some of the positives for the week? B.What did you learn and improve this week?
C.What are some of the challenges you faced B.Identify 3 areas of improvement in yourself
this week?
DAY-21
How has this 21-day training helped you?
What are the Top-5 skills you have improved in the last 21 days?
How can you use these skills to enhance your personal life?
Give suggestions on how to improve the THINKBIG program for new ET’s
95
THINKBIG MODULE 2