Selling Skills

Riaz Ahmed
Training Unit
 Selling

• The odd thing though is that most people

don’t like being sold to, but they do like to
buy things. So what’s the problem?
 Understanding Buyer
Behaviour
• Have you noticed how most people don’t like
salespeople, or being sold to? When people are
asked what they don’t like about salespeople they
say things like:
• They’re too pushy
• They don’t listen
• They don’t really care about me
• They’re only interested in selling me
something
• They get aggressive if I say I’m not
interested
Sell Sequence Model
 Creating rapport

• It is really important in sales to be able to communicate with our

clients. Creating rapport is a process by which we begin to build a
relationship. When we meet someone for the first time they are
naturally a bit wary. Thing which can are

• Conversation

• Sense Of Humour
 Creating rapport

• Before you even open your mouth, people are sizing you up.
At first people will listen to what they see, not what they hear.
Other people will judge you by how you stand, how you
walk, how you shake hands, how you smile, and how you sit.
 Creating rapport
They are asking themselves questions like:

• Who is this person I am talking to?

• What do they want?

• What are they trying to sell me?

• Can I trust them?

• Are they going to put me under pressure?

 Creating rapport

It all starts when you first meet someone. Remember the old
saying, “A first impression is a lasting
impression.” It’s true. If you cannot communicate
effectively, then you won’t be able to sell yourself to others
or build rapport. Your overall goal should always be to make
the other person feel important or at least liked and
understood. It takes time, but successful people will agree
that it’s time will spent.
 Influence People

You can help influence a person’s impression of you. For

example, darker clothing colours suggest authority.
Lighter colours suggest friendliness or a sense of
humour
 Benefits

• Creating rapport has many benefits. Think of it as a

basic human-relations skill that can further your own
goals or objectives. And you can establish rapport
simply by taking the time to make a person feel
comfortable in your presence.
 Few Tips

Here are few points that will help you create a good first impression and
establish rapport:

• Dress well and to the other person’s expectations.

• Smile when you first see the person.

• Establish and maintain eye contact.

• Be the first to say hello and extend your hand.

 Few Tips

• Deliver a sincere greeting.

• Use the person’s name

• Don’t speak too softly or loudly.

• Do any necessary homework about the person you are meeting.

• Do more listening than talking.

 Finale Thought

• When you are putting together the elements that create an inviting and
pleasing atmosphere, don’t go overboard. Make sure that what you do is
appropriate for the occasion.
 Understanding Buyer
Behaviour

• Assertiveness

• Responsiveness
 Basic Styles
• There are four basic styles of behaviour and these are determined by
the way, in which people relate to one another.

• The analytical buyer

• The amiable buyer

• The expressive buyer

• The Driver
 The 12 most Persuasive Words

• According to Yale University, the twelve most Persuasive Words in

the English language are Easy, Results, Save, Discover,
Guarantee, Safety, Health, Love, Money, Need, Proven,
and You.

• Whether you sell Inbound or Outbound, B to B or B to C, I

encourage you to go through your Scripts and insert as many of
these Persuasive Words that can legally apply to your Product or
Service. Another neat Tip is to also use as many Synonyms of these
12 words as possible.
 QUESTIONNING SKILLS
• Ask open ended questions to gain
INFORMATION
“what are..”, “How do you..”

• Ask closed questions to gain

COMMITMENT
“If you..”, “do you..”, “Would you..”
 Opening the Sale Properly

• Salesperson must carry a pleasant look

• Exchange greetings

• Explain your product/service

 Using the Right Sales Pitch
• Have more than one colored balls in your bag of tricks

• Every situation boils down to a personal situation

• Talk should reflect confidence and care

• Listening more and talking less

• Get customer’s feedback

• Try to catch more on how (the way) something is said rather than what is being
said
• Never belittle/demean competition’s product
 Observe Client’s Nature to Adjust
Your Sales Pitch…
• Complaint full

• Demanding

• Soft spoken

• Argumentative

• Half-convinced
 Fish Hook Technique

• Every time they ask you a question, respond with an

answer and then immediately add a question of your
own
 Role Play

Click for the Right Question

“Hook the Fish”

Write 5 Questions
 Handling Difficult Customers

• Listening more is the key

• Talking less is the key
• Don’t communicate anything that you are not sure of
• When in doubt in front of them seek time or simply say than to give wrong information
• Showing patience normally gets you good results
Five reasons salespeople lose sales
• Apathy
• Misjudging your customer’s
intention to buy
• Lack of product knowledge
• Rudeness
• Failure to suggest other
items
 Apathy

– Lack of interest or concern,

especially regarding matters of
general importance or appeal;
indifference.

– Lack of emotion or feeling;

impassiveness.
 Getting Referrals

• Ask for friends who might be interested

• Specifically ask if the customer’s reference could be given
or not
• Be honest and never give a reference once told not to do it
• Ask for related industry/profession’s well-to-do people
 Post Sale
• Service, service, service.
• Know your company’s ability
• Don’t ever oversell
• Call and write.
• Creative thanks.
• Visit again soon after product delivery.
Thank You
&