School of Telecoms Management

62733

Retail Selling Techniques for the Telecoms Industry Programme

Module 1: Overview of selling

To be a success in the retail sales industry, the first step is to change your mindset. Delegates are shown how a little goes a long way by simply changing your approach to your role in sales.

This module will include:

  • Your attitude
  • Product knowledge
  • Sell yourself on the product
  • Your enthusiasm makes all the difference
  • What is selling?
  • What makes us buy?

Module 2: Acknowledging the customer in your environment

Many telecoms retail salespeople forget what it is to be a customer in a sales environment. Delegates are exposed to re-experiencing these roles through roleplay scenarios. Delegates are also shown how the importance of building rapport can make you a success in sales.

This module will include:

  • What do you expect when you are a customer?
  • Trust / Tension / Value and the impact these have on the buying decision
  • Define “excellent retail customer service”
  • Developing rapport to build more trust and credibility
  • Constructing positive dialogue
  • How does a Customer feel when entering a “selling” environment?
  • The importance of first impressions

Module 3: Approaching the Customer

In this module we build upon the correct method to approach your potential sale, through knowing how to read and interpret simply body language, as well as interpreting the effective responses from a customer’s reaction.

This module will include:

  • Timing and method of approach are examined and discussed
  • Creating the right impression to the customer
  • Using the customer’s body language to increase your chances of success
  • Emphasis is placed on taking the appropriate action depending on the initial reaction of the customer

Module 4: The power of listening skills in sales

The ability to listen is the most important skill any sales person can develop, active listening does not only show respect, but also the interest we take in developing a relationship with the customer.

This module will include:

  • How active listening can make or break a sale
  • The price of poor listening skills and how this affects your performance
  • 8 skills to effectively listen and close more sales effectively

Module 5: Establishing the customer’s needs

Sales is all about helping the customer determine his/ her needs and wants by asking questions and listening to the response The quality of questions asked will determine the quality of information you are given. Delegates will be guided through the processing of the different types of questioning and the appropriate situations to use them.

This module will include:

  • Closed Probe
  • Open Probe
  • Confirmation
  • Trial Close
  • Closing Question

Module 6: Presenting the product in the correct manner

Once you have established what the customer is considering to purchase you will need to effectively harness the features and benefits of the product to emphasize their buying decision. Delegates are taken through the power of ownership in products and how to demo a product to enhance and wow the customer.

This module will include:

  • Appealing to the Customer’s senses of hearing, sight and touch to create interest in the product
  • Time is devoted to differentiating between features and benefits
  • Syndicate exercises are used to make these concepts relevant to the products
  • Delivering the features and benefits which match the wants and needs of the Customer.

Module 7: Maximizing every opportunity

The key to a good retail salesperson is the ability to see opportunity in every interaction he/she has with a
customer. Delegates are shown how to increase their average $ per sale by a little nudge in the right direction.

This module will include:

  • Minimizing/negotiating discounts with 4 effective techniques
  • Why discount / why not
  • Cross-selling
  • Upselling

Module 8: Lead a customer to chosen direction

Once you have established a relationship with the customer, they should be able to trust you to guide
them to make the correct buying decision. A good salesperson knows what buttons to push by being able to spot the customer’s buying barriers.

This module will include:

  • “The Challenge” – persuasion, not confrontation
  • How to handle people shopping on price
  • The excellent 6 step technique that negates the opposition and maintains your professionalism
  • “Minimal encouragers” – their importance and how to use them

Module 9: Closing the deal

The number one reason why most retail sales don’t happen is the fear the sales person has of asking the closing sales question to make the sale. How you can close your customer by not “hard selling” them on the product?

This module will include:

  • Knowing when the time is right
  • Don’t be afraid to ask for the sale
  • 3 closing techniques
  • The power of “Yes” in sales

Module 10: Informing and educating

Delegates learn the two customer profiles of buyers. (experienced / new) and how these two personalities differ in the approach needed to close the sale. Delegates are also taken through the customer value chain, which shows the impact they have on persuading the customer to buy from them.

This module will include:

  • Moments of truth and how these build credibility
  • Apply the Customer Value Chain

Module 11: Product technology

Delegates are shown the importance of avoiding jargon, while still upholding the credibility of a product expert. Delegates review their product line and analyse popular products that can be enhanced in terms of selling.

This module will include:

  • Use of jargon and techniques to explain technical concepts
  • Relating solutions to a customer in their environment through relevant examples
  • Define product benefits to enhance relevant products to the customer

Module 12: Overcoming objections from the customer

The two important parts of any sales process are persuading and converting customers to buy. Delegates are shown how effectively identifying the needs of the customer through the questioning process is used to convert them to buy, as the buying features of what the customer’s needs are have been exposed.

This module will include:

  • Feature, Advantage, Benefit, Confirmation
  • The right benefit to the right customer
  • Identifying customer’s decision criteria
  • Neuro-linguistic programming
  • Identifying concerns and reservations
  • Qualifying concerns and reservations
  • Dealing with reservations in a non-adversarial manner which encourages mutual problem solving

Module 13: After-sales and follow-up

After closing the sale, a salesperson must realise that this is not the end of the sale, but the beginning of a relationship between you and the customer. Delegates are shown examples of how sales people keep in touch with their customers to ensure continued business.

This module will include:

  • Learn techniques from world famous sales people
  • Best practice post sale follow-up actions
  • Referrals
  • Repeat business