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CLICK ON COURSES FOR FULL OPEN COURSE AGENDAS Appraisal skills (one day) - updated to include new legislation Assertiveness Skills (one day) Assertiveness and managing conflict (one day) Coaching for managers (one day) Customer Service and Customer Care (one day) Correcting poor performance and disciplinary procedures (one day) - updated to cover current legislation Dealing with difficult people (one day) Interviewing skills (one day) - updated to cover current legislation Introduction to selling (one day) Leadership and team building (one day) Letter and report writing (one day) - updates include writing e-mails Negotiation skills (one day) Presentation skills (two days) PowerPoint Presentation skills (one day) Advanced Presentation skills (one day) Project planning for non-project managers (one day) Stress Management (one day) Telesales and Telemarketing (one day) Telephone skills and customer care (one day) Time Management (one day) Time management working with Microsoft Outlook (one day) Time management working with Microsoft Outlook 2007 (one day) Management Training / New Manager (two days) Training the trainer (one day) We provide many free articles packed with valuable information about the topics we train. Our newsletter page contains many more. Here are some of our more recent articles How to structure a presentation Time management and working from home Assertiveness Self Assertion Analysis Customer Service on the telephone Telephone skills and Customer Care Organisational stress management Planning an appraisal and setting objectives Giving feedback in an appraisal The power of attitude in selling PowerPoint presentation tips and techniques |
UNDERSTANDING WHY CUSTOMERS BUY? customer transition
As professional salespeople set out on their journey, it is important for them to recognise what the customer’s needs are; the buying processes the customer has to go through to make a decision; and the most appropriate sales structure or system needed to satisfy the customer’s needs and to provide adequate solutions. Remember, to sell you must convince the customer to buy! This may be a relatively easy process, especially if the customer contacts you, but this will still need a structure and strategy if it is to be a successful one.
There are several stages every customer will go through before they purchase your product and these can be referred to as the Customer Transition Process. The more you understand how your customer progresses from being a cold prospect to developing an interest in your products; through to becoming one of your customers, will help you to develop the best sales strategy and enable you to sell, close the deal and handle objections more effectively. This process follows several stages:
1. INTEREST AROUSED – “I need to be interested in your product/service.” 2. NEEDS APPRECIATED – “What are my needs?” 3. KNOWLEDGE ADDED TO – “What does your product do?” 4. SUITABILITY APPRECIATED – “Prove to me it works.” 5. DESIRE TO BUY – “I want it.” 6. CONSIDERATION OF PRICE - “How much is it and can I afford it?” 7. VALUE APPRECIATED – “Is it of value to me?”
And then finally…
8. A SALE – “I'll have it.”
An example of Customer Transition We all go through this process, and each step is important in our journey from being a prospect to a customer. Let’s look at the example of someone buying a car. Their interest may be prompted by seeing an advert in the local paper for a new model, or discounts on current stock. If they need to upgrade their current model or buy for the first time they will look at what makes of the car are offered and whether to go to the dealers to check out model options. Once they have visited the showroom and seen the makes, colours and options they are tempted to take a test drive. The customer wants to know if it drives well, is economical and will have a good resale value. They ask about current offers and the discounts they can get with a trade-in for their old model. The finance terms of 0% interest over 12 months is also a very good incentive. After thinking it over they decide to buy.
Customer Transition - Part 1: Split into groups and identify which parts of the Customer Transition process the customer went through before deciding to buy. .................................................................................................................. .................................................................................................................. .................................................................................................................. .................................................................................................................. .................................................................................................................. .................................................................................................................. .................................................................................................................. .................................................................................................................. .................................................................................................................. ..................................................................................................................
PACKS CURRENTLY AVAILABLE:
Further TELEPHONE SELLING links: http://www.totalsuccess.co.uk/telesalestrainingcourse.htm http://www.totalsuccess.co.uk/telesales-telemarketing.htm http://www.totalsuccess.co.uk/telesale.htm http://www.totalsuccess.co.uk/Telesales_jun09.htm
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Assertiveness Skills - Assertiveness and managing conflict - Time Management - Management Training / New Manager - Sales Course / Introduction to Selling - Telesales and Telemarketing - Presentation skills - PowerPoint Presentation Skills - Appraisal skills - Interviewing Skills - Stress Management - Leadership and team building - Coaching for managers - Letter and report writing - Dealing with difficult people - Customer Service and Customer Care -Correcting poor performance and disciplinary procedures - Negotiation skills - Training the trainer - Telephone skills and customer care
- Newsletter Pages -
Presentation tips - Overcoming presentation fear - How to structure a presentation - How to master body language plus a useful presentation checklist - Asking questions in interviews - Structuring a recruitment interview - Good work through praise - Time management tips - Time management skills - Managing your e-mail - Time management and working from home - Time management links - Assertiveness Self Assertion Analysis - Assertiveness links - Self Assertion Analysis - Becoming More Assertive - Constructive criticism and disciplinary procedures - Dealing with difficult people - Dealing with difficult customers on the telephone - Customer Service on the telephone - Telephone skills and Customer Care - Managing your stress - Organisational stress management - Practical appraisal skills - Planning an appraisal and setting objectives - Giving feedback in an appraisal - The power of attitude in selling - Opening the telephone call effectively - PowerPoint presentation tips and techniques - Using visual aids in PowerPoint presentations - How to use transitions in PowerPoint presentations - Negotiating with difficult people - Planning a successful negotiation - Managing meetings - Train the trainer training - Presentation planning form - Handling conflict in appraisals - Project management - Neuro-Linguistic Programming - Management skills - Leadership Skills - Stress Management and Control - Customer Service and Customer Care - Management checklists for Training courses - Planning form for Public Speaking Presentation - Managing your e-mails - Stages of Competence in Training - Time Management and Technology - Training Stories and Anecdotes -
- NEW Newsletter Pages -
Stress Quiz: How Stressed are you? - Recognising and Combating stress - Managing Stress - Relaxation techniques for managing stress - Relaxation using simple and personal mantras - Stress and the Credit crunch - Using Humour in Presentations - Attention gaining tips for Public Speakers - How to make the best of closing your presentation - Making Powerful Presentations - Using Visual Aids in Presenting - The importance of FlipCharts in Presentations - Improving your presenting style - Vocal and Diet tips for presenters - Rate you Presentation effectiveness - Dealing with Difficult Audiences - Overcoming Presentation Anxiety - More Presentation Anxiety tips - Dealing with Difficult people at work - Tips for Dealing with difficult people - Dealing with Difficult People-the arrogant person - Dealing with Difficult People-the aggressive person - Customer Service during Christmas - Time and Stress Management - Successful Telesales - What type of leader are you? - Vocal Elements of Communication in Leadership - Managing Pressure - Handling Very Difficult Customers - Opening Negotiations Effectively - Tips and Techniques for Sales Presentations - Rules of Assertiveness - Product Demonstration Skills - Personality and Stress - Handling Objections - Methods of Overcoming Resistance - Effective Communication in Negotiations - Your Response to Stress - Dealing with conflict and aggression - Co-Presenting Tips and Techniques - Controlling the Call - Contact Strategy - Becoming Assertive in Negotiations - Situation Leadership for Coaches - What is your managerial style? - Giving Praise - How great can you delegate 1 - How great can you delegate 2 - Management superstars - Delivering effective course content - Dealing with complaints - Practical guide to punctuation - The sequence of a report - Top tips for writing effective emails - Aims and Objectives for the New Manager - Question Techniques in Group Training - Its not What you say, but How you say it! - How to overcome and channel fear - Why is project management important - Project definition and proposal - Estimating time accurately - 10 step guide for Project Planning - Project Progress Meetings - Assess your problem employee - Disciplinary Procedures Guide - Disciplinary Rules