by Shane Mahar

1
Written and Presented
Gaining Sales Mastery

• by Shane Mahar

Welcome
2
AGENDA

• Gaining Sales Mastery - DAY 1
• 9.00 - 10.30am Intros. Expectations. Agreements
• Logistics. Program Overview.
• 10.45 - 12.30pm The Business World of Today
• Intro to Supervision, Management,
• Leadership Sales Mastery 80/20 Rule.
  Attitude
• 1.30 - 2.45pm 3 Dimensional Sales Leadership
  System
• 3.00 - 4.45pm Where are we now?
  Sales Team Questionnaire
  Where do we need to get to?
  SUCCESS
• How? Sales Questions
• Overcoming Objections
• Closing the Sale

3
AGENDA

• Gaining Sales Mastery - DAY 2
• 9.00 - 10.30am Time/Territory Management
• Stress Management
• 10.45 - 12.30pm Self Image - What motivates me?
• What motivates my people ?
• Goal setting Vision
• Sales MASTERY System
• Sales Service Fundamentals
• ACE System
  Achieving Customer Service
  Excellence
• 1.30 - 2.45pm Understanding, Managing
  Celebrating Differences 3 Dimensional
  Leadership Model / DISC - Relationship
  Strategies Matrix
• 3.00 - 4.45pm Summary

4
AGENDA

• Gaining Sales Mastery- DAY 3
• 9.00 - 10.30am De-brief Day 2
• NLP3 Overview for Sales Mastery
• 10.45 - 12.30pm Role Plays
• Integration
• 1.30 - 2.45pm Team Decision Making, Problem
  Solving Simulation
• 3.00 - 4.30pm Summary
• Commitments

5
Written and Presented
Gaining Sales Mastery

• by Shane Mahar

• Whilst we are waiting for a few more
  participants,
• please choose a partner introduce yourself
  re
• Your Name Position
• Your Interests / Hobbies
• The animal you most relate to
• The animal your Manager reminds you of
• Your 3 Key Expectations of this Program

6
How to Sell Yourself - 30 Hot Tips

• 1 Be indestructible not indispensable
• 2 Sell your achievements
• 3 Sell your unique differences how do you add
  value?
• 4 Brand yourself
• - differentiate stand out from the crowd
• - cultivate your positive personal myth
• 5 Sell your time your skill your reputation
• 6 Dont be taken for granted
• 7 Check your value to the marketplace -
  Headhunter
• 8 Let go of false modesties
• 9 Proactive Thought Leadership
• 10 Sell your Department

7
How to Sell Yourself

• 11 Keep your finger on the pulse -leading edge
• 12 Be a leader of change
• 13 Develop your own personal Marketing Plan
• 14 Be well informed on the Big Picture
• 15 Speak the Lingo
• 16 Think like a shareholder/owner
• 17 Make friends not enemies
• 18 Cash is King-accumulate 6 months
• 19 Involve your partner where possible
• 20 Get face to face with key clients

8
How to Sell Yourself

• 21 Get the right training
• increase your perceived personal worth
• 22 Get aligned with the right people
• 23 Train your replacement
• 24 Reinvent yourself
• 25 Get aligned with consultants - advise the
  advisors
• 26 Know embrace the Company history
• 27 Be a rolling stone not a stagnant dam
• 28 Project a professional image
• 29 Overcome the fear of Public Speaking
• 30 Remember, You are a product
• - how good is your Brand?

9
Top 20 Characteristics

The 20 Key Characteristics of Successful
Effective Salespeople List 3 that you commit to
improving from the next Slide ____________________
__________________________________________________
__________________________________________________
______________________________

10
Top 20 Salespeople Characteristics

• Approachable
• Confident
• Positive
• Disciplined
• Knowledgeable
• Reliable
• Visionary
• Decisive
• Problem Solver
• Gift of the ---?

• Sense of Humor
• Ambitious
• Good networker
• High energy
• Involves everyone
• Persuasive
• Inspirational
• Integrity
• Inner Strength
• Effective Closer
• TOTAL Yes Answers___

11
SUCCESS
S sense of purpose U understanding C courage C com
mitment E enthusiasm S stamina S sixth sense

12
SUCCESS

What do you commit to improving? _________________
______________________ How will you do achieve
it? _______________________________________ When
will this new SUCCESS be effective from?
_______________________________________
13
Sales Mix
Whats different in the way you deal with your
Customers today? ________________________________
__________________________________________________
____________________________________________
14
SALES MASTERY
If you cant sell yourself, you cant sell your
product or service ! How can you sell yourself
more? ____________________________________________
__________________________________________________
__________________________________________________
____________________
15
SALES ?'S
1 How many people are Salespeople?_______ 2 What
/ Who do you Sell?________________ 3 What
Business are you in?______________ 4 Successful
Salespeople have the gift of the gab Agree/
Disagree? ______________ 5 Successful
Salespeople are Born or Made?
______________________________
16
SALES ?'S
6 Intelligent listening is more important than
______________________ 7 When appropriate,why
dont we always ask for the order? _____________
_ 8 The biggest challenge in Selling is to
overcome our Fears. What is your major
fear?_______________ How when will you
overcome it? _____________________________________
_____________________________________________
17
SALES ?'S
9 What is more important? Data, Tone or Body
Language? _______ 10 People love to buy
Agree or Disagree? _________________ So, why
are smart questions so important?______________
_____________ What are some examples of smart
questions?_____________________________________
_______________________________
18
Sales Mastery System
M make ready A approach with benefits /
anchoring S stimulate desire T tell
sell E eliminate resistance R rehearse the sale
/ rapport Y you - visualise outcome
19
Sales Mastery System
M make ready ____________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
____________________________________________
20
Sales Mastery System
A approach with benefits / anchoring ____________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________
21
Sales Mastery System
S stimulate desire _____________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
_
22
Sales Mastery System
T tell sell ___________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
_____________________________________________
23
Sales Mastery System
E eliminate resistance __________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
____
24
Sales Mastery System
R rehearse the sale / rapport ___________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
___________
25
Sales Mastery System
Y you - visualise outcome _______________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
_______
26
Facts about dissatisfied Customers

• 96 never complain about poor service
• 90 never return to buy
• Each one tells at least 9 other people
• 13 will tell at least 20 other people
• 70 will return if problem is resolved
• 95 will return if the problem is resolved on the
  spot
• It is 5 times more expensive to attract a new
  Customer than to keep an old one!
• How well are you looking after your existing
  customers?
• _________________________________________________
  __________________________________________________
  __________________________________________________
  _______________________________________

27
Facts about dissatisfied Customers

• It is 5 times more expensive to attract a new
  Customer than to keep an old one!
• How can you make sure that you dont suffer from
  the revolving door syndrome?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  ____________

28

• in the past 5 years
• Cost of making a sales call
• has doubled.
• Cost of advertising
• has tripled.
• Cost of storing effectively updating electronic
  customer databases
• has gone down considerably.
• Can you improve your database?
• If so, how?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  ________________________________________

29
Facts about dissatisfied Customers

• It is not enough
• to have satisfied customers.
• You want
• to have raving fans.
• How can you achieve that?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  ________________________________________

30
Are Customers delighted?
Your Perception? Agree? Important? c/f
Competitors? 1 Are we flexible?___________________
_________________ 2 Do they receive high
value?__________________________ 3 Do we take the
initiative to solve problems?_____________ 4 Do
we keep our commitments?________________________ 5
Do we look after our customers?__________________
_____ 6 Do we respond fast to their
needs?_____________________ 7 Do we solve
problems on the spot?_____________________ 8 Do
we create a favorable experience with
them?__________
31
Are Customers delighted?
Your Perception? Agree? Important? c/f
Competitors? 9 Do we manage details
well?__________________________ 10 Do we recover
well from customer problems?___________ 11 Are
our Policies Procedures user friendly?__________
_ 12 Is our technology appropriate?_______________
________ 13 Is it easy for them to comment on our
service
or product quality?______________________________
_____ 14 Do they refer others to
us?__________________________ 15 Will we be first
choice to do business with in the
future? __________________________________________
________
32
ACE

• A Achieving
• C Customer service
• E Excellence

33
ACE

• Top Down

Management Staff Customers
34
ACE

• Bottom Up

Customer First Staff First
Management
35
ACE

• Achieving Customer Excellence
• 7 Steps
• 1 Thinking from the Customers point of view
• 2 Listening constructively to Customers
• 3 Asking smart questions
• 4 Focusing on Customers agenda
• 5 Only promising what you can deliver
• 6 Involving Customers in the process
• Respecting Customers as VIPs
• Which one can we do better and how?
  __________________________________________________
  __________________________________________

36
ACE

• Achieving Customer Excellence
• means we must
• 1 Really get to know our Customers
• 2 Give them the products services they need
• Do it better than anyone else
• How can we do it better than anyone else?
• __________________________________________________
  __________________________________________________
  _________________________________________

37
ACE

• Achieving Customer Excellence
• is a profession in EUROPE
• a matter of honour in ASIA
• a way to make a buck in AMERICA
• in AUSTRALIA?

38
7 Sins of Service

• 1 Apathy
• 2 Brush - Off
• 3 Coldness
• 4 Condescension
• 5 Robotism
• 6 Rule Book
• Run - Around By K Albrecht
• Need to confess any sins?
• __________________________________________________
  __________________________________________________
  _______________________________________

39
8 Keys to increase profitable sales

• 1 Increase Number of Customers
• 2 Increase Number of times Customers return
• 3 Increase average ticket size of sale
• 4 Increase effectiveness of each system
• 5 Minimise wastage
• 6 Decrease costs
• 7 Add customers to your sales force
• Increase product mix
• How can we most effectively increase profitable
  sales?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  __________________________________________________
  _____________________

40
Steps to service excellence

• 1 Know your customers
• What business are you in?________________
• 2 Clarify your service strategy
• What is unique about our service?__________
• 3 Educate everyone
• What is your competitive edge?____________
• 4 CANEI
• How has your service improved this year?
• __________________________________________________
  ________________________________

41
Quality Service

• 10 Dimensions of Quality Service
• 1 Reliable
• 2 Responsive
• 3 Competent
• 4 Approachable
• 5 Courteous
• 6 Credible
• 7 Integrity
• 8 Empathy
• 9 Professional image
• 10 Genuine B D Detector
• Which one can we improve on? _____________________
  __

42
The customer is always right?

• Everybodys saying it
• but were doing it.
• What is your service slogan?___________________
• Is there proof in the pudding?__________________
• How can you improve?
• __________________________________________________
  __________________________________________________
  ______________________

43
The customer is always right?

• You only have
• the first 30 seconds
• to make a
• first lasting impression
• on your customer.
• Are you satisfied with the first impression you
  make?
• __________________________________________
• If not, how can you improve it?
• __________________________________________________
  __________________________________________________
  ______________________

44
The customer is always right?

• 10 Commandments of Customer Service
• A Customer is
• 1 the reason we exist in business
• 2 not an interruption to our work
• 3 doing us a favor when they call us
• 4 not a sales statistic
• 5 a VIP the lifeblood of our business
• 6 not someone to argue with
• 7 someone who wants us to solve their problems
• 8 someone who deserves 100 service
• 9 someone who makes it possible to pay you
• 10 someone who spreads the word!
• Do you pass The Commandment Test?
  ________________

45
The customer is always right?

• If a customer experiences bad service,
• then they will probably forget
• all of the good service
• they have received
• by your Organisation
• in the past.

46
The customer is always right?

• How can you best recover make the most from the
  the unavoidable customer upsets?
• __________________________________________________
  _____________________________________________

47
The customer is always right?

• Why should prospective customers
• buy your products/services over your competitors?
• __________________________________________________
  __________________________________________________
  _______

48
The customer is always right?

• Handling Complaints
• 1 Empathetic Listening
• 2 Hear them out
• 3 Acknowledge the problem
• 4 Dont justify
• 5 Ask sincere questions
• 6 Mutually agreeable course of action
• 7 Follow up as necessary
• How well do you handle customer complaints?
• __________________________________________________
  ________________________________

49
The customer is always right?

• Most frequent Complaints
• A low complaint rate is
• not proof of
• Customer satisfaction

50
Moments of Truth

• Director of First Impressions
• Receptionists
• Elevator Drivers
• Delivery Van Salespeople
• Sales Counter People
• Check out Operators
• How can the above-mentioned key people make
  better first impressions?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  ____________________________________________

51
Moments of Truth

• The service package
• is the sum total
• of the goods, services experiences
• offered to the customer.
• How can you improve your service package?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  ________________

52
Moments of Truth

• Who are your
• internal /or external
• customers?
• How can you look after them better?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  ________________

53
Moments of Truth

• S Staff first - stand out
• E Expectations exceed them
• R Relationship building
• V Value added
• I Initiative
• C Consistency
• E Extra mile
• Which one do you commit to improving? __________
• How? _________________________________________

54
Moments of Truth

• Name 3 Organisations
• that consistently
• give good customer service
• 1
• 2
• 3
• How? _____________________________________________
  __________________________________________________
  _____________

55
Moments of Truth

• Who has a recent example where you experienced
  customer service that exceeded your expectations?
• How did you feel? ______________________
• Have you told anyone? __________________
• Will you go back? ______________________

56
Facts about dissatisfied Customers

• Customers hate being transferred from pillar to
  post.
• Has it happened to you? _________________
• How did you feel? ______________________
• How can you make your systems more customer
  friendly?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  ____________

57
Sales Mastery - 5 Stages

• 1 Establish Rapport
• People who are like each other, like each other
  
• Match
• Physiology
• Tone of voice
• Representational systems
• Breathing
• Key words
• How can you establish more effective rapport with
  key people in your life?
• __________________________________________________
  ______________________________________________

58
Sales Mastery - 5 Stages

• 2 Ask Smart Questions
• Talk their language, jargon, interests
• What do you do?
• What are your interests?
• For what purpose do you want this?
• Discover their desired state
• Discover clients motivation, decision
  reassurance strategies
• What are examples of smarter questions you can
  ask?
• __________________________________________________
  __________________________________________________
  ___________________________________________

59
Sales Mastery - 5 Stages

• 3 Find a Need
• Propose a solution to the clients problem, and
  then ask, Do you see any value in this?
• If there is no need, then STOP. A NO is better
  than a MAYBE. Find another client
• Most people waste 80 of their time on people who
  buy nothing.
• If you spend 80 of your time on people who are
  going to buy, then they will spend more with you.
• You want high probability clients.
• How can you more effectively identify if your
  potential Customer has a need for your product or
  service?
• __________________________________________________
  ______________________________________________

60
Sales Mastery - 5 Stages

• 4 Link the Need or Value to your product/service
• Conditional Close -
• Is that fair enough
• What would happen if
• Repeat clients values key words as you close
• How can you more effectively link the need or
  value to your product/service?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  _______________________

61
Sales Mastery - 5 Stages

• 5 Close - Ask for the order!
• Assume the sale
• Alternative choice question
• Sharp angle close
• If NO go to 3
• If YES
• Fire reassurance anchor
• Ask for referrals
• Remember, someone always buys!
• What fear will you have to overcome before you
  are able to master asking for the order?
• ________________________________________________

62
Answering Objections

• There are only 4 key Objections
• 1 I dont have enough time.
• 2 I dont have enough money.
• 3 It wont work for me it works for everyone
  else but it wont work for me
• 4 I am not convinced
• How can you best overcome these objections?
• __________________________________________________
  __________________________________________________
  __________________________________________________
  ________________________________________

63
CONGRATULATIONS

• More of
• Less of
• Begin to do

Commitments