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| From “HELLO” to “YES” |
| The Essential Keys of Sales Influence |
7th & 8th September 2011
Venue : Ritz – Carlton Hotel Kuala Lumpur, Malaysia |
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INTRODUCTION
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| All else being equal, people buy from people they like to work with. It's that simple. We've all been treated as if we were a number. And not surprisingly, few of us like this uncaring approach. This program teaches participants how to partner with customers, listen, and build lasting, profitable business relationships. |
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TARGET AUDIENCE
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Business professionals and anyone whose job requires effective communication to be successful. Both Internal and external communications and learning what is effective. |
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COURSE OBJECTIVE
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At this program's conclusion, participants should be able to :-
• Describe the philosophy of "salesperson as partner" and the benefits of building
and retaining client/customer relationships.
• Articulate the features and benefits of their products, services, and organization.
• Recognize "needs language."
• Explain the four phases of the sales process.
• Use the prospecting process to identify qualified leads.
• Comfortably introduce themselves, others, and their organization.
• Describe professional dress, business manners, and networking basics.
• Plan a client meeting.
• Demonstrate the salesperson's role in the opening phase of the sales process.
• Effectively use probes to uncover client/customer needs.
• Answer client/customer objections.
• Close sales with customers who are ready to partner with their organization.
• Leave the door open when sales do not occur.
• Follow up with clients and customers to enhance relationships.
The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. |
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| COURSE CONTENT |
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Partner, Not Pest: Getting into the Sales Mindset
We are all annoyed by telemarketers, stereotypical used-car salesmen, and other salespeople who through their dishonesty and pushiness have caused many of us to view sales and salespeople as irritating nuisances-the last thing we want to be. Sales? Not me! Never! This introductory discussion challenges the traditional view of selling and those who sell. At its conclusion, participants should come to view themselves as partners in a business relationship and be able to provide clients/customers with information, products, and services to best meet their needs.
To Get Where You're Going, You Need to Know Where You Are: What Differentiates Your Product and Services
Now you're in a sales mindset, but are you really ready to sell? No! Before you can begin selling anything, you need to understand the product or service's features, benefits, and weaknesses (actual or perceived). In this preparatory unit, participants will spend time articulating what their particular product or service is, what its benefits are, and which market segments are desirable targets.
What Is It That You Need? : Understanding Relationship and Needs-Based Selling
Section three explores needs-based selling: what it is, what it's not, and why it is essential for steady, sustainable business growth. Emphasis and activities focus on questioning and listening skills, recognizing the language of needs such as "I'd like" or "I hope" and verifying customer objectives. At the conclusion, participants should have a solid understanding of the difference between meeting a customer's needs and simply offering or forcing a menu of products and services.
Exactly How Does This Work? : A Look at the Sales Process
Another portion of the training introduces four phases of the sales process: opening, probing, supporting, and committing. Skills taught in the previous lesson are reinforced throughout this unit with case studies and role plays.
First Steps: Where and How to Start
Cold calling is scary, time consuming, and in many cases ineffective. Thank goodness there is a better way: networking. Another segment of the program introduces techniques for building relationships with current clients and customers, along with finding the very clients and customers they are trying to attract by joining professional organizations and community groups, as well as by volunteering for the right opportunities. Participants should be able to map their business network, see where improvement is needed, and generate a list of organizations and people to get to know better.
Look and Sound the Part: Networking and Professional Basics
You've found the client/customer with whom you wish to build a relationship. How do you introduce yourself? How do you introduce others? Uh oh, you forgot a name. Now what? In this instance, participants will learn the answers to these questions and how to make a solid first impression that says poised and polished.
Making the Call: What to Say and How to Say It
A follow-up component explores the opening phase of the sales call. From the mechanics of planning the call to the first words uttered, this practical unit provides a framework for taking the first steps in developing relationships with customers and clients.
Now What? Beyond Introductions
Participants will have the opportunity to engage in the probing and exploring phases of the sales process. Using case studies and role plays, they will practice their questioning skills and ability to think quickly and logically to fulfill customer and client needs.
But: Overcoming Objections
Often during the sales process, customers have objections or concerns. In this segment, participants will look at techniques for responding to objections and develop situation-specific responses in order to prepare for real- life objections they will encounter on the job.
Wrap It Up: Getting to the Close
You've done a great job breaking the ice, asking and answering questions, responding to objections, and now it's time for your client/customer to commit. A subsequent lesson provides a structure for effectively moving through the commitment stage of the sales process: how to ask for commitment, how to respond to "no" and leave the door open, and how to help customers avoid buyer's remorse.
Remember Me?: Serving Customers after the Sale
Great! You got the client/customer. What do you have to do to keep this person happy and still working with you and your organization? How do you know when a customer is happy? Unhappy? What do you do to get past problems caused by you or the client? In this discussion, participants will discover how to service relationships for business longevity.
Keep Them Coming Back: Enhancing Customer Relationships
How do you up-sell when you have had a customer for months or years? What techniques are available to move them to the next level of products and services? How do you introduce other members of your team when and if you are unable to personally serve the customer in the future? This final lesson introduces participants to a follow-up framework that shows them how to use techniques learned throughout the program to enhance the customer/client experience.
By the program's conclusion, participants will be able to identify the steps in the relationship-selling process, understand the importance of entering a partnership with their customers/clients, and know how to apply the
information presented in the program to their own situations. |
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| METHODOLOGY |
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| An interactive method will be used throughout the day comprising mini-lectures, group discussions, games, role-plays and hands-on exercises. Using and sharing Directive Communication Psychology tools like the Colour of your brain and Emotional Drivers to increase both your effectiveness and understanding. There will be several unique exercises that will bring out the learning in a way that will be remembered long after the class is over. This day will show you how to be more effective if you apply the tools learnt to any situation or person. |
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DURATION
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| Two power-packed, life changing, transforming day from 9am to 5pm |
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SPEAKER’S PROFILE
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Leslie is Not an ordinary skills trainer, he is a transformer of individuals and teams. Armed with his hilarity and wit, Leslie uses Directive Communication Psychology to cultivate Engaging and Powerful Sales Communication for you and your company. With unique mind-bending strategies, he coaches people to influence, inspire and move those they come in contact with, into decisions and commitments.
Leslie has had countless awards for his ability to motivate, influence and inspire clients, staff and large international audiences including the President's/CEO's award for running the best Sales team in Sheraton Hotels and the “EIBTM - IT & ME Personality Award for Asia & Pacific”
Leslie is certified in Directive Communication psychology and the only person in Asia certified with "CITE" status as one of only 48 individuals worldwide recognized for his superb motivational skills. He was voted in 2008/09/10 as the number 6, Communication Guru in the world by Gurus International. (see www.communicationgurus.net) |
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COURSE FEES
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HRDF – SBL Application (100% reimbursement)
Early Bird (Register by 21st August, 2011)
RM1800 per person
(Inclusive of materials, tea breaks, lunch and certificate of attendance)
Normal Fees
RM1950 per person |
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We can run this course in-house for your employees. For the a detailed training proposal, please contact us by e- mail program@dunville.com.my or call 04-2293900 / fax 04-2293894.
Terms and Conditions of Seminar
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Registrations will only be confirmed upon payment. |
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Please make cheques payable to Dunville Training Centre Sdn Bhd and bank in to Hong Leong Bank 26300000560 |
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Payment must be received at least 7 days prior to the seminar date. |
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There will be no refund for cancellation. However, replacements are welcomed. |
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The organizer reserves the right to make any amendments and / or changes to the seminar programme, venue, speakers replacement and or topics if warranted by circumstances beyond its control. |
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