HR Workbook

High Flying Sales Sales Training

Plan For The Day Part 1

Introduction Activity - Sales Experiences - Sales Techniques

Part 2

Behavioural Styles - Overcoming Objections - Finding Your Groove

Part 3

Client Journey - Tone Of Voice - Outbound Calling

Part 4

Repeat Business – Building Rapport – Key Takeaways

Two truths. One lie Use the box below to keep note of your Truths and Lie

Truth:

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Truth:

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Lie:

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Sales Experiences Great Examples Of Sales How did the sales person attempt to hear you?

How did the sales person serve you?

How did the sales person attempt to build rapport with you?

How did this impact you as the customer?

Bad Examples of Sales How did the sales person attempt to hear you?

How did the sales person serve you?

How did the sales person attempt to build rapport with you?

How did this impact you as the customer?

“See No Evil, Hear No Evil, Speak No Evil” - Japanese Proverb

The Impact The customer doesn’t want to buy from the sales person The customer leaves feeling let down, upset or angry The customer shares their experience with friends and family They take to social media to vent their frustrations Brand reputation takes a hit and causes future issues

Overcoming Objections What are your options to overcome price?

Timescale dependant deals

Features & Benefits

Social Selling – When we’re attending events, or meeting clients in person what are we prepared to do to make it a seamless social experience Referrals – If we’ve been referred by another one of our clients, what is the client expectation vs reality

Sales Techniques

C

onversation uriosity ollaboration ustomization oaching

Part 1 Notes

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Behavioural Styles

Driver

Expressive

Analytic

Amiable

Behavioural Styles Driver

Strength: Determined, Efficient Weakness: Arrogant, Dominating

Strength: Ambitious, Enthusiastic Weakness: Excitable, Flippant

Expressive

Analytic

Strength: Serious, Persistent Weakness: Critical, Over-Detailed

Strength: Supportive, Dependable Weakness: Indecisive, Submissive

Amiable

Overcoming Objections What are your options to overcome price?

Timescale dependant deals Service Level – What kind of service is your client wanting Client Needs – What are your client’s needs Commitment, what if we want full commitment from our clients?

Finding Your Groove

Part 2 Notes

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Customer Journey

Tone Of Voice How does your tone sound on the phone?

How does your tone sound when writing an email What can impact your tone?

Verbal Graffiti, what filler words do you end up saying?

How can words can affect your tone?

Tone Of Voice - Phone How long does it take for the human brain to make an assumption about someone when you first see them?

How long does it take without seeing them?

How the warmth, pitch and dynamics of your voice can effect a customers reaction

Words that can impact your tone

Filling your words out with verbal graffiti

Tone Of Voice - Text

Tone Of Voice - Impact Think about how your words can impact a written sentence...

“Unfortunetly, I won’t be able to do that for you...”

(The word ‘unfortunately’ immedietly starts the sentence in a negative tone) “Sorry for the inconvienience, we will do everything we can to correct this, sorry once again” (The word ‘Sorry’ should always only be said once, as soon as it’s said more than once, it loses its value Think of alternative ways of saying something negative to give off a less harsh tone, always worth searching for alternative words and this will help with the iumpact of the customer or client

Outbound Calling Plan your questions ‘Hi I was wondering if you can help point me in the right direction?’

Follow a script to some extent, but don’t be afraid to adapt it to the conversation you’re having

Keep your prospect relaxed

Find out the customer benefit

Remember you’re speaking to a normal person, just like yourself. Never talk to them as a ‘customer’

What can the customer benefit from by taking your services

Do NOT attempt to sell Remember this is your first contact with the potential client, sometimes they want more information before buying into your pitch

Outbound Calling Notes ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………........................................ ………………………………………………………

Part 3 Notes

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Repeat Buisness Involve Clients in the process

Be proactive with your advice

Be reliable

Follow up after finishing a job

Nurture relationships with your clients

Remind them you exist

Repeat Business Notes ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………........................................ ………………………………………………………

Building Rapport Open with a positive attitude and clear directive

Let them know you understand their problem

Be respectful and remember names

Ask productive questions

Find common ground

Stay attuned to and reflect your clients feelings

Match your clients energy

Summarise and go over the details

Show appreciation for your client’s time

Building Rapport Notes ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………………………………… ……………………………........................................ ………………………………………………………

Key Takeaways Always put yourself in the client’s shoes Active Listening forms a huge part of communication Always think about how to adapt your behavioural style to another Plan ahead what you would like your client’s journey to look like Think about your tone and how it can be impacted by words Remember to ask questions, and make a connection through questioning Remember to ask questions, and make a connection through questioning

Always be yourself

Knowledge Check

Question 1 ……………………………………………………… ………………………………………………………

Question 2 ……………………………………………………… …………………………………………………........

Questions 3 ……………………………………………………… ………………………………………………………

Next Steps

Setting Objectives

Setting Goals

Goal:

Goal:

Goal:

Part 4 Notes

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