Customer centric selling to sales personnel.pdf

Sharing on the 1st module on Consultative Selling Approach

1. Module 1:
Understanding the Consultative
Sales Approach
•Introduction to consultative
selling approach
•What are the qualities of a
consultative salesperson?
•4 “S” Sales Call Process
60 mins
Lecture, Video
Discussion
Q&A
Laptop, PPT,
Handouts,
Flipchart, Pens

2. What’s the
Benefits?
•Increased sales &
customer lifetime value
•Enhanced customer
satisfaction
•Stronger brand reputation
•Satisfaction through win-
win situation
Differences

3. What is mind-set?
It’s your attitude, beliefs and how you
approach challenges and
opportunities.
It influences how you respond to
situations and make decisions.

4. Growth Mindset
“Success begins with believing you can”
I can’t do this
I’m afraid of
making a mistake
This is too hard
I give up
They are better
than me
I am not good at
this
Mistakes are how I
learn & grow
I can learn
how
What can I learn to
get better?
What can I learn
from them?
I will learn and
keep trying
With more practice
it will get easier
I don’t know
how
I will try a
different
way

5. Skills required for Consultative Selling
•Communication skills
•Relationship-building skills
Verbal
Non-
Verbal
Written Active
Listening
Visual
•Analytical Skills

6. Build your own experiential Sales Pyramid
Partnership
Selling
Solution Selling
Relationship Selling
Prospecting & Presentation

7. Pre-call Planning
•Is a process for salespeople to prepare details about their
customer & devise a strategy to ensure a successful sales
conversation
•Customers profile & behavior, potentiality, likes and dislikes,
purchase pattern, competition,
It enables the salesperson to determine their objectives with the
customer and how to achieve them.
From company website, social media page, blog posts, previous visit
records, competition

8. Qualify your Prospect
with BANT framework
Spend time with the quality leads, better opportunity in sales closure
Budget ➔ How much is the prospect willing and able to spend on
your solution?
Authority ➔ Who is the ultimate decision-maker in this sale?
Need ➔ Does the prospect have a genuine need for your product?
Timeline ➔How soon does the prospect need to make a
purchasing decision?

9. Set SMART call objectives
•S ➔ Specific
•M ➔ Measurable
•A ➔ Action oriented
•R ➔ Realistic
•T ➔ Time bound
•Clarity & Focus
•Increased customer engagement
•Appointment Setting
•Closing Deals

10. Prepare Key Questions to ask
•Help gauge interest and guide the
conversation
•Understanding Prospect Needs
•Opportunity Identification
•Close ended questions
•Open ended questions
•Probing questions
•Funnel questions
•Leading questions
•Clarifying questions

11. Anticipate Objections
•Preparedness
•Customer Insights
•Overcoming barriers
•Reinforce Value
List down potential questions & response

12. Name of buyer
[Representative's name], [Position]
[Company name]
Objective for the call [Write your goal for the call and indicate the stage of the buying
process.]
Key questions to ask
[List essential questions you want to ask the buyer before the call ends.]
Possible objections
[List the concerns the buyer may have about investing in your business.]
Key questions the buyer may ask
[List questions the buyer may ask you before the call ends.]
Example Pre- Call Planning