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Approaching
Salespeople making the initial contact with prospective customers
Meeting and greeting stage of selling process
What is the goal of approaching?
Building rapport with proscpective customers
Rapport
close and harmonious relationship in which the people of groups concerned are in sync with each other
Strategies to Build Rapport
Be enthusiastic
Be totally transparent
Empathetic
Take high group
Ask Perceptive questions
Use the prospective customer’s name
Offer a sincere compliment
Identify a personal connection
Tell a short personal story
Mirror the buyer
Pacing
Four Action Guides to Successfully Approach Prospective Customers
Tune the world out and your prospects in
Put them at ease and make them feel important
Get them talking about themselves
Hold eye contact and listen to how they feel
How quickly does a person get a vibe after first impression?
3 seconds
How do you get better at effectively selling face to face?
PRACTICE PRACTICE PRACTICE
Things to Avoid when talking with a client
Avoid being negative
Avoid being too casual
Avoid being too generic
Avoid being direct and aggressive
Avoid insulting your customer when visiting without an appointment
Words when meeting someone for the first time
An introductory sound bite, keep it short and simple, emphasize only relevant information, show evidence of expertise and value vs. trying to impress, practice and polish, be natural
Gestures when meeting someone
Practice your handshake
Only one or two hand pumps
Only when they extend their hand first
Alternatives to Hand Shakes
Fist bump, elbow bump, forearm bump, extended nod, heart tap and palm point, heart tap, nod and palm point, thumbs up, peace sign, hand wave
Credibility
means a salesperson is reliable and possesses integrity
When people trust someone, that means they have faith, belief, hope, and conviction in that person
What goes hand in hand? (Think reputation)
Credibility and trust
What should salespeople do to build likeability and good rapport?
Under promise and over deliver
REmember names and repeat
Demonstrate authentic concern
What is congruence critical for?
Effective oral communication
Reading Minds through Body Language Video
Looker - (75%) thinks in pictures, dressed well, stress in shoulder
How to connect: eye contact, words with visual
Listener - (20%) thinks in words and sounds, not dressed well, pen clicker
Appeal: Don’t use a lot of eye contact, use auditory words
Toucher - thinks in feelings & tactly, hugger, comfort not style, lean in
Appeal - let them touch you, use language with feeling and tactile stuff
Emotional Intelligence
Your ability to identify, assess, and manage your emotions
Three emotional intelligence skills that may be taught:
Emotional self-awareness
Assertiveness
Empathy
Emotional Self-Awareness
Reflect on a previous conversation in order to recognize their own emotions
Assertiveness
State what they need or want without becoming too aggressive or pushy
Empathy
Relation to buyers on emotional levels
How to Increase Emotional Intelligence Skills
Responding instead of reacting to conflict
Utilizing active listening skills
Maintaining a positive attitude
Taking critique wll
Utilizing leadership skills
Being approachable and sociaable
Congruence
your body language, words, and tonality of voice are all aligned and in sync with one another
Body Language
Communication conveyed by certain body movements, posture, expressions, and tone of voice
4 Basic Modes of Body Language
Responsive
Receptive
Resistant
Non-responsive
Responsive
Very interested, actively receptive, listening and learning
Receptive
Interested, but not yet actively accepting, may need additional information, may consider incentives, needs time to think and consider
Resistant
actively resisting, may show emotions, not interested
Attacking
Non-responsive
Totally disengaged, not mentally present
Rejecting
What is poor sales performance often due to?
Inability to manage emotions, think clearly and react effectively
Vocal Skills
Relate to the rate, pitch, tone, and articulation of speech
Tips to improve Vocal Skills
Don’t overuse scripts
Filler words - bad
Aware of voice inflection
smiling through the call
Customize and personalize the conversation
Common Writing Techniques
Keep your readers in mind
Be yourself
Use the active voice
Follow a writing formula
Write concisely
Consider different attitudes and POV
Be accurate
Use correct speelling and good grammar
Persuade not impress
Get someone to review
Handwritten notes
Two Types of Writing Formula
KISS
AIDA - Attention, Interest, Desire, Action
Netiquette
etiquette of electronic communication
Tips for Effective email communication
Email - informal and kept short
Use greeting and closign
Upper-case messages are to be avoided
Reply within 24-48 hours
Adaptive Selling
Salespeople recognizing and changing their selling message and behavior based on the unique characteristics of each customer or prospect and the selling situation
Versatility
ability to understand differences in communication styles and preferences and to adapt to make interactions more productive
Two things adaptive selling relies on
knowledge of the selling situation
Emotional intelligence
David Merrill and Roger Reid 4 Social Styles
Analyticals, Drivers, Expressives, and Amiables
Two Dimensions of the Social Styles
Power/Assertiveness - tell vs. ask
Emotion/Responsiveness - people vs. task
Ron Willingham Social Style Model 4 Types
Talker, Doer, Supporter, Controller
Dimensions of Willingham Social Style
Process Oriented v. Results Oriented
Need for Recognition v. Need for Security
Style Flexing
Adjusting behavior to mirror or match another person’s social style to interact more effectively with each of their prospects
Driver (Doer/Dominant)
Achievers, bottom line, get it done people, action oriented, goal oriented, results driven, decisive, competitive, efficient
Controlled facial expressions and a rigid body posture
Surround by trophies of achievements
Analytical (Controller/Conscientiousness)
Reserved and distant, logical, unemotional, task-oriented, quality-focused, slow-paced, and want facts and accurate information
Reserved and won’t express opinions readily, closed posture
Surrounded by orderliness, neat piles
Expressive (Talker/Influencer)
Outgoing, friendly, affable people who are easy to approach and fun to be with
Don’t want to disappoint people, daring in dress
Often have trinkets, fun gadgets, and photos, cluttered office
Amiable (Supporter/Steadiness)
Easygoing, steady, honest, dependable, and loyal, stable, detail-minded people, unhurried and slow in decision making, avoid conflict and taking risks
More casual posture, often leaning back when talking, no direct eye contact
Homey offices family photos and plants
Neuro-linguistic Programming (NLP)
tehcnique for enhancing one’s ability to detect personality types through an increased awareness of verbal and physical cues
3 Elements of NLP
Neuro - related to the brain
Linguistic - pertaining to language, general body language
Programming - conditioning to the brain
VAK
Visual Auditory Kinesthetic
Visual
People think in terms of pictures, recalling and remembering information in terms of mental images, and imagining everything in terms of pictures
Use visual language: see, appear, look, show, picture
Auditory
Think in sounds, remembering all things in terms of sounds, and recognizing people from sound of movements
Words use: hear, listen, sound, resonate, loud and clear
Kinesthetic
Think in terms of feelings, remembering ppl from touch or feel, touchy feely
Words Use: feel, touch, grasp, get hold of, get to grips with
Mirrorring
Process of matching certain behaviors, such as a person’s tone or temp of voice, body posture, gestures, facial expressions
Ways to Evaluate Communication Skills
Identify and understand
Practice and perfect
Observe and learn
What does interviewing help you discover?
Needs Discover Conversation (NDC)
Most important part of the selling process
Pareto Principle
80% listenting
20% talking
5 Categories of Questions
Indirect questions
Direct questions
Empowering questions
Disempowering questions
Possibility questions
Indirect Questions
Open ended, allows buyer to express opinions and feelings
Direct Questions
Want expansion/evaluation of certain area
Empowering Questions
Solution-oriented and focus on positive actions to take
Disempowering questions
Problem-focused questions and concerned with barriers to making progress
Possibility Questions
useful in generating ideas or options, What if….
What do you need to do with the questions?
Vary to adapt to social style of prospective customer
Talkers - questions
Concerned with how others feel
How do you think others will feel about x y z
Doers - questions
Focused on results
How can I help you reach your objective
Controllers
Interested in facts, logical processes
What would help your organization operate more efficiently
Supporters
Stable and dependable
What might help you do your job better?
Techniques for Effective Questioning
Research prospective customer
Select and word questions wisely
Use direct questions to obtain specific info
Ask clear and simple questions
Use questions to provide prospective buyer with additional info
Use questions to clarify and summarize the buyer’s need, wants, interests, and situation
Active Listening
Make a conscious effort to hear and understand the words and sounds that surround you
Passive listening
assumptive listening, requires limited/no effort at all
Proactive listening
intentional listening, are present-focused, and engaged with your audience so deeply that you are no longer listening to someone but you are listening for select information
4 Skills of Emotional Intelligence
Self awareness
Self management
Social Awareness
Relationship Management
Self Awareness - Emotional Intelligence
Feel your emotions physically
Know who and what pushes buttons
Observe the ripple
Understand own arrogance
Self Management - emotional intelligence
Handling your emotion
Brain demands a full 20% of body’s oxygen supply
Speak to someone not emotionally invested
Tell others your goals
Social Awareness - emotional intelligence
Body language
practice your timing of asking questions
develop back pocket questions
plan for social gatherings
Relationship Management - emotional intelligence
Be open and curious
Small punches work - thank you
take feedback well
What percentage of decisions are made with emotions?
95%
Willing to buy framework
helps salespeople use interview questions to help analyze separate opportunities to find
Is the prospect willing to buy
Is the justification evident
Is the money available
Is the decision cycle clear
Words tthat envoke an emotional responses
Progress, thrive, excellent, believe, deadline
3 Steps to become a better listener
Totally focus on the prospective buyer’s point of view
Ask permission to take notes
Summarize the client’s needs and repeat them back to get an agreement
Probing
A question is asked to uncover a more detailed response
Buyer Journey Stages
Awareness
Consideration
Decision
Sales Enablement
New role of salespeople where the salesperson becomes more a of a guide as the consumer moves through the buyer journey
System
Set of principles or procedures according to which something is done
Framework
Set of assumptions, concepts, values, and practices that is a way of viewing reality
Willing to Buy (WTB)
Tool to help both the sales professional and the sales manager discover and face reality
4 Stages of Sales Presentation and approaches
Opening
Body
Summation
Request
Opening
Needs Discovery Conversation
Ask questions to ensure understanding of needs
Clarifying insight
Shorter and less formal
Continue to build rapport
Body
Most important stage
Normally longest and most formal
Avg attention span is 20 minutes
Involve your prospect
Summation
Short summary of main selling
Customize to key benefits
INvite questions
Try to uncover unspoken objections
Request
Wrapping up the pitch
Using a trial close
Exploring prospective with no pressure to buy
What is the goal of a sales presentation?
To stimulate desire, persuade the prospect
Inform Intrigue Engage
How storytelling affects the brain?
Neural coupling - listener turns story into own
Dopamine - emotionally charged event helps with memory
Mirroring - share same reaction
Cortex activity - motor and frontal
Sales is like dating video
Need to start with a story that you are passionate about
3 Approaches to Sales Presentations
Prepared (Canned)
Selling Formula
Consultative
Prepared Canned Method
Standardized method with memorized script
Selling Formula
outlined or rehearsed structured outline
Consultative
customized or needs satisfying
Note 
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