NDR (UNDEL)

SESSION OBJECTIVES By session end you will be able to identify with: 1. NDR – OMS Overview 2. NDR – Access OMS Interface 3. UNDEL Order Search. 4. UNDEL – Details Page 5. Updating UNDEL Data 6. Updating UNDEL Data Process Flow 7. NDR Frequent Objections.

Customer A customer is the most important visitor on our premises

He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so. M. K. Gandhi

Session Objectives By the end of this session, you’d be able to: 

Groom yourself for success



Apply Selling cycle



Understand the Buying Process



Understand the Selling Process



Map the Buying Process with Selling Process

Groom yourself for success First Impression

Grooming For Success Professional Etiquette

Managing relationships

What do you think of them?

What do you think of them?

First Impression

Workplace means 1.

Your performance at work impacts the Organization

2.

You are the Brand Ambassador of the Organization

3.

The First Touch Point for Customer

Our Vision and You Adhere to naaptol Values Be a Brand Ambassador

Honor Commitment Made

Identify and fulfill Customer Needs

Take Ownership

Keep in Touch

Service Orientation

Your success Factors that will help you succeed – 1.

Sincere desire to help clients both internal and external

2.

Achieve goals and missions of the organization while you achieve your own

3.

Attitude of service and quality

Personal grooming & hygiene Be Presentable 2. Be neat & clean 3. Combed and styled hair 4. Shave everyday 5. Maintain healthy living standards 6. Use a deodorant / perfume everyday 7. Get adequate sleep to avoid looking sleepy / groggy 8. Use Shampoo regularly 9. Use aftershave 10. Avoid onions, garlic, seafood & smoking before any meeting 1.

Personal grooming & hygiene 11. Use mouth freshener always

12. Cut nails regularly 13. Wear clothes that are clean & ironed 14. 15.

Make sure there are no stain or tear in the clothes Make sure shirt’s and trouser’s buttons are not broken

Managing relationships

Importance 1.

2. 3. 4. 5. 6. 7. 8.

Improve effectives Increase efficiency Introduces you to a wide range of people with different skills, knowledge and links to further contacts Gain access to larger resources Fulfill mission more effectively Provides you with sources of information and a forum for sharing ideas Gives you access to advice on a wide range of subjects Supports you in professional and personal challenges

Build relationships Put efforts to – 1. Remember person’s name 2. Remember details such as where they stay and what their interests are Make it a habit to – 1. Greet everyone 2. Talk people you come into contact with 3. Take a genuine interest in their likes and dislikes 4. Have informal conversations with people

Ways to Network 1. 2. 4.

Get to know your colleagues / customers more closely Develop a broad range of activities in your personal and professional life Understand how other colleagues, customers might be feeling

Acknowledge that people at different times feel – 1. Angry 2. Aggressive 3. Nervous 4. Worried 5. Happy

SELLING SKILLS Definition – Selling Skills – is the ability of persuading the consumer / customer that buying the product or service will benefit him / her.

Presale Preparation The Pre-Sales Preparation can be broken into two areas – 1. Planning 2. Preparing Planning is action based It is a scheme or method, developed in advance, for proceeding or making something Prepare is to put together various elements or ingredients

Importance Pre Sales Preparation helps in being – 1.

Organized

2.

Confident

3.

Effective

Components Sales Scripts

Company

Knowledge of C-P-C

Attitude

Competition

Using Database

Product

Knowledge

Product

Knowledge

Company

Competition

Know you product Knowledge is power and for us more product knowledge means more sales. Knowing what you are selling helps in – 1.

Strengthening Communication Skills

2.

Boosting Enthusiasm

3.

Growing Confidence

4.

Overcoming Objections

Know Your Company Having knowledge about your own company helps in – 1.

Answering customer’s query effectively

2.

Giving assurance to the customer

3.

Building brand image

Know your competitors naaptol 1. 2. 3.

More Than 20,000 products PAN India Logistic footprints Reaching customer’s through strong channels like 1. TV

WEB 3. Print Trained Sales & Customer Service Professionals 2.

4.

Competitor 1. 2. 3. 4.

Limited Range Limited Cities Non availability of more than one strong channel Untrained task force

Buying Steps & Selling Steps

Buying Steps 1 - Recognition of Need

2 - Evaluation of options

3 - Eliminating of Doubts

4 - Decide to Buy

REED Chart Recognise the Need First, an individual feels the need to buy a product / service

Evaluate the options Then he evaluates various offers in the market and shortlists the one that meets his needs most closely Eliminate Doubts Having identified the brand that he would like to buy, he gets clarifications on the concerns that he has regarding the product/service Decide to Buy Finally, he decides to purchase the product/service

Selling – in 5 simple steps 1 – Opening the call

2 – Developing the call

3 – Proposing the solution

4 – Eliminating the doubt

5 – Closing the sale

ODPEC- Chart Opening the Call At this stage, you introduce yourself, your company and state the purpose of your visit Developing the Need At this stage, you develop the customer’s need by making him aware of his problems and the implications of these problems Proposing a Solution Here you offer a solution that satisfies the customer’s important concerns Eliminating Doubts After you have proposed a solution, you need to address the concerns that the customer may have about your offer or your company Closing the Sale This is the final stage in the selling process This could mean getting the order or getting to the next stage by getting a commitment from the client

Selling – in 5 simple steps

(Contd.)

Opening: Good

Developing: What Would you want to buy today?

morning, my name is XYZ , How may I assist you today?

Proposing: we have Wespro Camcorder which has all the features you need Eliminating Doubts: I assure that you will get best after sales services from our company. Closing: Would you like to place the order?

Map the – Buying Process

with

Selling Process 1 – Opening the Call

1 – Recognition of Need

2 – Developing the call

2 – Evaluation of Options

3 – Proposing the Solution

3 – Eliminating the doubt

4 – Eliminating the Doubt

4 – Decide to buy

5 – Closing the Sale

1 – Opening the Call

Opening the call  Verbal Components

 Non-verbal Components

1.

Greet the customer

1.

Smile

2.

Confirm the name of the customer

2.

Confidence

3.

Enthusiasm

4.

Positivity

5.

Friendliness

6.

Sincerity

3.

State a clear and crisp objective of the call

Opening the call Beware of – 1.

Distraction

2.

Open Mind

3.

No pen & no paper

(Contd.)

Opening the call

(Contd.)

Fillers Killers – 1.

Avoid using Fillers

2.

Become aware of Fillers Ok sir…

3.

Huh..

Practice, practice & practice

Like..

Uh. .

Opening the call

(Contd.)

Keep in Mind – 1.

Use words to create interest

2.

Avoid Industry Jargons

3.

Avoid vague phrases

4.

Not a mini sales presentation

Opening the call

(Contd.)

Role Play

2 – Developing the call

Developing the call Developing the Call through – 1.

Rapport Building

2.

Listening Skills

3.

Probing Skills

Developing the call

(Contd.)

Rapport Building Build rapport to –

Persuade

Influence

Agree

Developing the call The Best Practice – 1.

Talk less

2.

Be professional

3.

Establish trust

4.

Probing Skills

(Contd.)

Developing the call

(Contd.)

The Best Practice – 1.

Talk less

Ask

Listen

Respond

Developing the call Listening Skills – Activity

(Contd.)

Developing the call Listening Skills

(Contd.)

Developing the call

(Contd.)

Active Listening – 1.

Are willing to listen

2.

Focus is on the customer

3.

Give verbal encouragers

4.

Check back with the prospect

Developing the call

(Contd.)

Importance of Listening Skills – To fulfill Customer’s Expectations – 1.

To feel respected

2.

To feel understood

3.

To feel comfortable about a Stated & Unstated Requirement

Developing the call The Best Practice – 2. Be Professional a.

Do not get personal

b.

Short & simple

c.

Back on track

d.

Know your plan

(Contd.)

Developing the call

(Contd.)

The Best Practice – 3. Establish trust a.

Put the customer at ease

b.

Be sure about your responses

c.

Be believable

Developing the call Use your voice 1.

Tempo

2.

Resonance

3.

Inflection

4.

Pitch

(Contd.)

Developing the call The Best Practice – 4. Probing Skills - Activity

(Contd.)

Developing the call

(Contd.)

4. Probing – a.

Is the skill of questioning to obtain information

b.

Is to uncover details, needs & facts

c.

Makes the other person think by asking relevant questions

d.

Make customer’s need statement

Developing the call

(Contd.)

Types of probing

Probing

Open Ended

Close Ended

Developing the call

(Contd.)

Types of probing – 1.

Open ended probing A question or, statement that encourages the customer to speak freely about a topic of his choice or stimulates the customers to expand on something already stated E.g. In which color you would like to have …?

Developing the call

(Contd.)

Types of probing – 2.

Close ended probing A question that steers the conversation to a specific topic of your choice and limits customer’s response. (sometimes to short one or two word answers) E.g. Would you like to have this in black color or in white color?

Developing the call

(Contd.)

Role Play

3 – Proposing the Solution

Proposing the solution Summarize the Strong Need

Suggest your proposal as a solution

Demonstrate your solution

Proposing the solution

(Contd.)

Presenting a Solution Using Features, Advantages and Benefits 1.

Features - The key attributes of a product

2.

Advantages – The use of the particular feature

3.

Benefits – What it can do for the customer

Proposing the solution Activity –

(Contd.)

Proposing the solution

(Contd.)

Offer benefits – STRIKE THE IRON WHEN HOT 1.

Offer benefits only after you have developed strong needs

2.

Benefits offered on weak needs have little impact

HEAT THE IRON BEFORE STRIKING

Proposing the solution

(Contd.)

Role Play

4 – Eliminating the Doubt

Eliminating the doubt Follow the Three Golden Steps – 1.

Listening to the customer – Recall Active Listening

2.

Clarifying the customer’s objections/doubt

3.

Resolving the concern effectively

Eliminating the doubt

(Contd.)

Objections – is an expression, statement or feeling of opposition or dislike. Types of objection – Capability can Objection

Price Objection

Types of Objections

Value Objection

Capability Can’t Objection

Eliminating the doubt

(Contd.)

Types of objection – 1.

Capability can objections are doubts in the mind of a customer about your company's capability

2.

Normally capability can't objections surface when the customer’s decision criteria do not match your product benefits

3.

Value objection surfaces when the customer does not see enough value for money in the seller's offering

4.

Price objection is the most common objection in the world of sales

Eliminating the doubt

(Contd.)

Principle of handling objection – 1.

Don’t ignore doubts – If you don’t discuss doubts, they won’t go away.

2.

Build relationships early – Customers will not share doubts unless you have established trust.

3.

Only the customer can resolve a doubt – Don’t give solutions, help them arrive at one.

Eliminating the doubt

(Contd.)

Role Play

5 – Close the Sale

Closing the sale Some facts – 1.

Not linear

2.

Sales is a cycle

3.

Closing the sale is not the last step

4.

Commitment at every stage

Closing the sale

(Contd.)

Direct Close

Calendar Close

Alternate Close

Assumptive Close

Closing the sale

(Contd.)

1. Direct Close – a.

Straight forward

b.

Simply ask for sale

e.g. So sir, should I go ahead and place the order for you?

Direct Close

Closing the sale

(Contd.)

2. Assumptive Close – a.

Make a guess

b.

Proceed with formalities

e.g.:- As we don’t deliver this product at your city, can you give address for any other city

I think …..

Assumptive Close

Closing the sale

(Contd.)

3. Alternate Close – a.

Narrower than assumptive

b.

Make a guess

c.

Give limited options

d.

Ask prospect to choose

e.g.:- Sir we have nokia mobile and samsung mobile available with us so which one you would like to prefer.

Alternate Close

Closing the sale

(Contd.)

4. Calendar Close – a.

Agree on date and time

b.

Keeps the deal open

e.g. definitely sir, you can discuss it with your family. I will call you back after 2 days?

Calendar Close

Closing the sale

(Contd.)

Role Play

HAPPY SELLING