Training Manual in English for Maya Home Appliances - 18 Jul 2023

Designed

Madras

Foreword

TThis Sales Success Guide will ensure you have a better understanding of the sales process and implement it in your customer outlets. Focusing on the sales process will bring more sales as an end result

This sales success handbook gives you better insight in how to approach a customer, find out their wants and needs Thus, you can add value to him and make a difference

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This Sales Success Guide is divided into three parts.

1 Soft Skills

2 Product features vs Advantages (Product FAB)

3. Selling Skills.

"But I already do everything," you might think

This sales success handbook will sharpen your existing skills and add value to your sales pitch

The concepts and principles explained in this manual are very simple, basic, and easy to implement immediately Sales success depends on how much we execute Execute effectively. Bring more sales and more happiness. Congratulations.

Lessons and exercises

First part

Soft Skills

Module 1:

1 Positive Thinking

2 Self Belief

3. Self Motivation

4 Communication Skills

5 Flexibility

6. Avoid Gossiping

Module 2:

1 Personal Grooming

2. Listening Skills

3. Being Proactive

4 Smart work Vs Hard Work

5. Being Punctual at work

6. Adaptability

Second part Product Features and Benefits (FAB)

Module 3:

1 Mixer

2 Grinder

Module 4:

1. Gas Stoves

2 Hobs

3 Vidiem by You (Online Store)

Module 5 and 6: 1.

Activities on soft skills application and FAB execution

Role Play: Customer vs ISP

Case studies

Videos

Q&A

Come on, let's dive deeper into the subject.

1 PART Soft Skills

MODULE MODULE MODULE1 11

POSITIVE THINKING

Let's forget all of yesterday....Toward tomorrow's Success...

Let's start today with hope..!!

Today is the only reality.

Yesterday is dead time.

Tomorrow is the future.

Let us learn to live today, in this moment.

If your focus, right now, is on the sales training happening here, you are in the present Amazing effects of positive thinking

The Dramatic Power of Positive Thinking:

Helps to solve the problem

Positive thinkers have more energy

Improves decision making

Reduces depression

Better psychology and well-being

Increases personal performance

If you work in sales, you know that positive thinking is transformative A positive attitude endears you to clients and co-workers. This not only increases individual performance, but also spreads among team members, boosting sales and morale.

How to develop positive thoughts?

Avoid negative thoughts first

Identify the characteristics that need to be changed

Try to change the qualities that need to be changed in small and persistent ways every day

Create a circle of friends with positive thinkers.

Avoid negative thinkers. Do not keep them near you. Do not forget the mantra "I can do" in any situation In any difficult situation, remember that “this too shall pass”.

If you keep all the above in mind and practice it daily, you too can become a better positive thinker and a better salesperson in life Change your thinking, change your life

Tips for the Grower

Illustrate positive thinking from your experience citing incidents. Encourage participants to share their experiences too.

Give a little practice.

How can a salesman sell a personal item, a comb, to Buddhist monks?

Ask all participants to think for five minutes. Ask them to share what they think.

This exercise will help them develop positive thinking.

-1.2Self Belief

What are the benefits of self-Belief ?

1. Better performance at work

2 Willingness to try new things

3 Increases resilience to challenges

4. Better personal relationships and mental health

5 Increased happiness and well-being

None of us are born with self-Belief. It is a skill that can be

None of us are born with self-Belief. It is a skill that can be

None of us are born with It is a skill that be developed. Let's see how to develop this. developed. Let's see how to develop this. Let's see how to this.

Change your beliefs

Know what you are good at Overcome your fears and unleash your inner potential. Ideals are very important. Your ideals should be visionary. How you see yourself matters most. You have to self-assess yourself

Control your inner dialogue

Clear away the delusions that I am not worthy

Tips for the Grower

Ask all participants to talk about their abilities and self-evaluation. Share your experience.

Narrate Dr. Roger Bannister's story.

It wasn't until 1954 that an athlete ran the mile in under four minutes

All athletes attempted to run a mile in under four minutes But they all fainted at one point They all trained their legs and feet to run But to run fast, the heart needs to pump blood well to the legs.

Dr. Roger Bannister understood this well and trained his heart. Undeterred by his self-belief, in 1954 he ran a mile in less than four minutes Almost 400 athletes achieved this in the following year. All athletes today run a mile in under four minutes.

Roger Bannister is a great example of what can be achieved with self-belief

-1.3Self Motivation

We can observe the Lectures of many great speakers. Read many motivational books. Watch and listen to some great speakers Videos and Audio recordings all these things are to be of very little use to us, we must bring out the self-motivation from within us.

How to develop self-motivation?

Imagine your dreams

Announce that dream publicly to the outside world

Write down your wishes and goals.

Keep it in mind at least once a day

Step up and take responsibility.

Celebrate small victories. Give yourself a pat on the back and praise yourself.

Self-motivation is the secret weapon to achieving your goals.

Step out of your comfort zone sometimes.

Look at your failures as learning opportunities.

Cultivate a growth mindset, not a fixed mindset

Tips for the grower

Clarify all the listed ten things well

Give a small example.

Ask all participants to write down and share their five wishes/goals after understanding

Self-motivation is an inherent quality. It should emerge Self-motivation is an inherent quality. It should emerge Self-motivation an quality. It emerge from within. No one can get motivation from outside. from within. No one can get motivation from outside. from within. can outside.

Communication Ability

Body language, facial expressions, sounds, and pauses in speech are all examples of nonverbal communication.

Body language researcher Albert Mehrabian was the first to break down the elements of face-to-face communication. He found that communication is 55% non-verbal, 38% vocal, and only 7% verbal.

Non-verbal communication – examples

Body language

Movements

Posture

Gestures

Standing Space

Mirroring

Facial expressions

Eye contact

Non-verbal communication plays a significant role in our lives as it enhances a person's ability to communicate, engage and establish meaningful relationships in their daily lives. A better understanding of this type of communication will help you develop stronger relationships with others

Communication

Examples

Communicate in clear, concise, concrete, correct, coherent, complete, and respectful terms. Using appropriate pitch and volume.

Joking

Speaking politely

Asking the right questions.

Contact by email

Speaking in the right tone.

Asking and knowing correct explanations where necessary.

Verbal communication is the most widely accepted means of communication worldwide. When communicating orally, you are more likely to convey the subject matter in plain readable text and widely preferred understandable language

Tips for the Grower

Take the differences between verbal and non-verbal communication and illustrate them with right examples

Make all participants to repeat what you have demonstrated and ask them to practice this in their work every day

Language, words, sentences and voice are used as Language, words, sentences and voice are used as words, sentences and voice used as means of communication in oral communication. means of communication in oral communication. means of communication oral communication.

-1.5Flexibility

What is Flexibility? Flexibility is a soft skill, meaning you can easily adjust to changing circumstances. A Flexible person in the workplace can keep up with changing priorities, projects, clients, and technology. They are good at handling changes at work, process updates, or their work environment

How can you improve your Flexibility?

Quickly understand changes in your work environment

Develop a growth mindset

Set goals for yourself.

Regularly ask your team leader for feedback on your work and correct it

Welcome and accept the changes. Be aware that change is the only constant.

Tipsforthegrower

All the above concepts should be explained by giving examples from daily work

-1.6Avoid Gossiping

Gossiping and Back biting – must be avoided

Rumours lead to mis - communication, which often result in deadlines not being met or work not being done properly Rumours and misunderstandings quickly lead to conflict, sometimes leading to such strained relationships that some employees cannot work together effectively

Soft Skills

Personal Grooming

Proper and appropriate dressing is essential

Stay healthy. ...

Dress appropriately. ...

Wear the right attitude

Do not adopt any bad habits. ...

Don't go for unreasonable deadlines. ...

Be polite at all times

Improve your listening skills. ...

Don't lie about your competitors

Listening Skills

Listening is a skill Listening is a skill Listening skill

Not only does listening improve your ability to understand yourself better and make you a better communicator, but it also makes the experience of talking to you more enjoyable for others

How to improve listening skills?

Let customers do most of the talking

Listen with the intent to understand.

Focus on the conversation and the customer

Avoid the temptation to interrupt

Repeat what you heard.

Clarify your understanding with relevant follow-up questions. Allow Customer to interrupt during your Demo

TipsfortheGrower

All the above concepts should be explained by giving examples from daily work

Being Proactive

Reactive management means reacting to problems as they arise. On the other hand, proactive management involves anticipating problems and taking action to prevent them from occurring.

Reactive – Negative, Proactive – Positive.

Below is how to develop your Proactiveness

Be aware of the words you use. Plan ahead

Prioritize

Learn to problem solve. ... Take action

Learn to take responsibility for your actions. Don't dwell on past mistakes, but learn from them

Tips for the Grower

All the above concepts should be explained by giving examples from daily work

Smart Work vs Hard Work

Time: Hard work means spending long hours on one task or a series of tasks. Smart work involves completing the same amount of work (with the same quality) in less time.

Quality and Quantity: Hard work often focuses on quantity rather than quality. Smart work treats both equally.

For today's scenario, people who can work intelligently are welcome.

In the field of sales, the faster we sell products, the more revenue we can generate for our company. we also get a good name and progress.

TipsfortheGrower

All the above concepts should be explained by giving examples from daily work

Being Punctual at Work

Here are five important factors why punctuality is so important in sales.

1 Shows you're organized

2. You are a reliable employee and colleague.

3 You will boost your company's reputation

4 Punctuality means professionalism and attention to detail Reflects attention

5. You get respect from your colleagues.

TipsfortheGrower

Illustrate with an example how important it is to arrive at the store opening time

Ask participants what time they get up in the morning. Explain that waking up before dawn (5 to 6) can significantly reduce stress

Adaptability

Adaptability is an important skill. Adaptability is an important skill. is important

Day by day our work environment and conditions are changing. If we don't change accordingly, we will be left behind

Adaptability is a skill, if we practice it, we can adapt to circumstances.

To be successful in the sales industry, it is important that we practice this skill daily.

TipsfortheGrower

All the above concepts should be explained by giving examples from daily work

2 PART PRODUCT FEATURES AND BENEFITS (FAB)

MIXERS

Features

Self-locking jars

Dynamically balanced blades

Tri-mate couplers

5-Years warranty on motor

Benefits

Hands-free grinding

Nice and uniform grinding

Self-alignment and long lasting

Saves money on maintenance

Aria Cool tech 750 watts motor–Fully Covered Better durability and lesser vibration

World’s first adjustable vegetable cutter Saves time

TABLE TOP GRINDERS

Features Benefits

Polycarbonate Drum with stainless steel rollers/ Plate

Light weight and new foldable shaft

Twin Vipers

90 W Motor

Hygienic & safe, easy to clean, fine grinding and less residue

Easy storage

Uniform Grinding

Saves Power

GAS STOVES

Features

Frame Less

Toughened Glass Top

Widely spaced Burners

Imported Valves

Benefits

Better Aesthetics

High Durability

Can accommodate bigger vessels

Guaranteed Safety

HOBS

Features Benefits

Frameless Design

Toughened Glass TOP

Imported Gas Valves

Well Spaced Cooking areas

Vitreous enamel coated pan support

Removable spill proof dip tray

Better Aesthetics

High Durability

Improve Thermal Efficiency

To accommodate larger pans

Corrosion free and long life

Easy to clean

Features , Benefits & Comparison with Competitor Brands

Commercial Mixer Grinder & Blender

Mixer Grinder - Tusker

Gas Stove - Tusker

Wet Grinder

Comparison of Vidiem - ADC & Preethi - Zodiac

Videos for demonstration of Vidiem products

Soft

Encourage all participants to do all the exercises mentioned here Emphasize that mistakes in practice can be corrected but there is no chance to correct mistakes on the field.

Exercise 1:

Your monthly target is fixed at 100 mixers based on the festival period. But you have sold 40 mixers till 15th of the month In the next 15 days, 60 more mixers to be sold Explain how you will plan this using positive thinking skills.

Exercise 2:

A leading chain store has a good walk-in & inquiry for mixers and grinders that sell highend models of mixers and grinders. But for our brand, they have kept low & medium models on display Today you couldn't show a demo of the product to four customers even though they asked for it If you have high-end model products on display, you are confident that you will be able to sell more. How would you handle this situation?

Exercise 3:

You are used to waking up with an alarm every morning On a particular day, the alarm went off as usual. But you hit the snooze button and fell asleep. You got up late and went to work Your regular bus is 15 minutes late You reach the store at 11 o'clock An hour late

Your superior had already told you that he would visit the store that day Preethi brand promoter is attending and two customers are in front of your counter. What is your level of self-motivation at this juncture? Explain how you would handle this situation

Exercise 4:

Show customers how you will greet them when they enter your store using non-verbal communication It has to be different than what others do

In front of you at the same time, two customers are inquiring about the goods. Both are more likely to buy One customer visits for the second time Another person has come to buy with his family. How do you handle this?

Exercise 5:

You have been a promoter in the same store for the past four years You have sold well there and made a good name. A famous chain store has opened a new branch. Your superior orders you to join there At the store where you are currently working, you know the boss very well. So, you have some more benefits. Also, there is a direct bus service from your residence The new branch is far away In which the manager will oversee the day-today sales. But this change will give you an opportunity to rise in the company.

How will you approach & handle this change?

Exercise 6:

Some customers prefer to buy a mixer if the jar, motor, handle, colour and many other things suit their convenience and usage. How do you handle this as a promoter?

Exercise 7:

A big company has decided to give 200 mixers to its workers as a gift for ayudha puja and they have come to see the demo. You attended to them. They also decided on the Vidiem super BLU 650 watts mixer

Same-day delivery is required. No store will keep that much quantity of mixer in stock. Explain how you will intelligently close this sale

Additional Information: It is a weekend and your warehouse is closed on that day. It is a holiday followed by Ayudha puja. Please keep in mind that your warehouse will not Open for the next 3 days

Exercise 8:

Your company is conducting a sales training course That training course is conducted for your sales management. Conducted by the famous sales coach. Your superior has already told you that everyone should be in the training hall at 9 o'clock. But you go at 10am as usual The coach lets you in without saying a word But he only says that we are waiting for you for an hour. What will be your response and behaviour at this time? Tell me how you feel Thus, explain how you will value time in the future

ROLE PLAY ON Converting Product Features into Benefits Customer

Divide the participants into groups of two

Customer Vs Promoter - Ask to role play

All participants have to show a demo/see the products in this exercise once as a customer and again as a promoter This exercise should be done for all mixers, grinders, gas stoves.

Ask the customer to pose all sorts of pertinent questions based on their experience. Importantly, it is necessary to have questions to fully understand the features and benefits of the product.

You can do this exercise as many times as you like. If we make mistakes in this training hall, we can correct them But there is no chance to correct in front of customers if we do anything wrong.

Tipsforthegrower

When all the participants are doing the role play, watch closely and point out their mistakes immediately and tell them to correct them A demo is required for all products

Share

3 PART Selling Skills

Connect

Connect is an important tool for Salesmen. Connect is talking about something common between customers and sellers

There is a common thing we should look/search for. They are likely to convey some information verbally We have to use our listening skills to listen carefully. This is only possible if you make the customers talk more.

Usually, salespeople do most of the talking. It is true that they miss out on opportunities to connect with customers.

The truth is that if we find and use this connect correctly, our sales process will be 90% completed A question might arise in your mind how to search for what We have given you an example of some possibilities.

1 Letting customers talk too much

2 Paying close attention to what they say

3 Listening to some common questions

TipsfortheGrower

All the above concepts should be explained by giving examples from daily work

-6.2Convey

It is essential that salespeople tell customers what they need, rather than comparing everything from start to finish, like a tape recorder.

Salespeople's verbal and non-verbal communication should be perfect.

Convincing customers is not an easy task and technically it is also very difficult. You need to understand that your target customers are valuable in the sales process. When you feel your prospects have a lot to gain, make them an offer they can't refuse and convince them to trust your brand.

Always remember that anything is possible and success is achieved with persistence and dedication. Don't give up after a few difficult conversations or several "no's" in a row. All your efforts will pay off in the long run These tips will help you increase your sales and ensure that your customers become happy customers.

Questioning Skills

The questions you ask will help you to discover customers' needs and wants, connect with them, and demonstrate your expertise By asking questions, you can identify the requirement of customers. This allows you to qualify the sale and ensures that you and the customer are on the same page at all times.

You control sales by asking the right questions

What is a What is a What is a valid valid question? question? question?

They consist of two parts:

1.

2

Knowing What questions to ask

Knowing how to ask for them

If you don't know what questions to ask, your time with the client will not improve the rapport

Objection Handling Techniques

Handling objections

Handling objections Handling

Really listen to them (Ask Back)

Solve problems.

Act before it happens (Prevention is better than cure)

Answer the real issue.

Aimed at assisting in decision making (be a facilitator)

Understand what is behind the objection.

Use a framework (Use a framework)

Reconsider your offers

-6.6Handling Irate and Touch Customers

Additional customer

I know everything

Complaining habit

No boundaries

Suspicious view

Handling difficult customers

Keep calm

Don't take it personally

Listening is a skill

Sympathy

Avoid arguments

-6.7Handling Challenges

“The door is hidden within the word challenge”

Understanding Buying Signals

It's an encouraging sign when a customer asks questions.

If the customer reiterates a feature and benefit of the product you gave a demo, it's a sign to buy.

After giving a demo, discussing about some doubts is also a sign to buy

Price, door delivery, service backup, warranty coverage, whatever the customer inquires about, it is a sign that they are ready to buy.

Trial Closing Techniques

A technique used in sales to assess a customer's readiness to make a purchase decision

A trial closing usually takes the form of questions asking for results on minor selling points; If the salesperson gets positive answers to these questions, he can try to close the sale with more confidence (Can close the sale)

Some examples:

What wattage mixer do you think you'll need?

Can we have it delivered to your home today?

How will be the payment sir/madam? Cash or Card?

Share your residence address here. Shall I prepare the bill?

Customer Service

Good customer service always helps you retain your customers. This is what keeps your customers coming back. Retaining customers increases your revenue.

Referrals and Repeated Sales

How to increase the Customers again and again

How to increase the Customers again and again to the Customers and

Focus on customer service

Act on customer feedback.

Use email to stay top of mind

Review customer data. (act on customer feedback)

Create customer experiences (Build customer experiences)

Role Play

Sales Skills Training:

Encourage participants to do all the exercises mentioned here.

Emphasize that mistakes in practice can be corrected but there is no chance to correct mistakes on the field

For all sales skills mentioned below, Customer vs As a Promoter ask all participants to practice and demonstrate.

What is the horsepower capacity of the motor? What is the minimum to the maximum?

Is it possible to finely chop and comb vegetables?

Do all models come with a juicer attachment?

Please tell me the price of your mixer models

Can you show a live demo?

Can you grind hard stuff like turmeric?

How many colors do the jar and body come in?

Do you need to replace the coupler and bushing under the jars often?

The Vidiem brand is new. Do you have a service center in all cities?

Are the handles of the jars solid?

How loud is the motor during operation?

Is the mixer compliant with international voltage standards?

How many years guarantee for Mixi's body? How many years warranty for the motor?

How many czars will come?

What is the capacity of the jars?

What is a tabletop wet grinder and how does it differ from regular grinders?

What is the capacity of a wet grinder and how much can it grind at a time?

What are grinding stones made of and how durable are they?

Is a wet grinder suitable for grinding and kneading?

Does a wet grinder have different speed settings for grinding different ingredients?

Can a wet grinder handle different types of grains, pulses, and spices?

Is a wet grinder easy to clean and maintain?

How noisy is a wet grinder during operation?

Does the wet grinder have an overload protection feature?

What is the warranty period for a wet grinder?

Are there any additional attachments or accessories included with the wet grinder?

Does the wet grinder have a timer or auto shut-off feature?

What is the brand reputation and customer reviews of the wet grinder?

I use a wet grinder to grind nuts or paste

What is the price range of wet grinders with similar features?

Gas Stoves and Hobs

What is the difference between a gas stove and a gas hob?

What are the available sizes and dimensions of gas stoves or hobs?

What type of gas (natural gas or LPG) is compatible with the device?

How many burners does a gas stove or hob have?

Are the burners adjustable for different flame levels?

Does a gas stove or hob have a built-in ignition system?

Is the gas stove or hob compatible with automatic ignition or manual ignition?

What material is used for burners and cooking plates?

Is the gas stove or hob made of stainless steel or other heat-resistant materials?

Can a gas stove or hob be converted to use a different type of gas?

Are there any specific ventilation requirements for a gas stove or hob installation?

What is the warranty period for a gas stove or hob?

Are there any specific maintenance or cleaning instructions for a gas stove or hob?

What is the price range of gas stoves or hobs with similar features?

About Madras Management Association

Madras Management Association (MMA) was established in 1956 with the objective of promoting managementeducation,traininganddevelopmentactivitiesinthispartofthecountry.

ThevisionofMMAis:“Tobethefountainheadofworld-classmanagementexcellenceinIndia.”

With over 8000 corporate houses, professionals, academics and executives as members, MMA fosters and nurtures management expertise by combining Indian ethos with global management thoughts and practices. Every year, MMA organizes about 750 executive development activities, including seminars for top management. Over 2,00,000 executives and entrepreneurs have participatedinMMA’sregularevents.

Madras Management Association is the largest affiliate member of All India Management Association (AIMA). It has been adjudged the Best Management Association in India by AIMA for thirteen times in a row including for the year 2021-22. MMA has local chapters in Ambur, Attur, Erode,Hosur,Namakkal,Salem,SriCity,Trichy,PuducherryandChengalpattu.

Apart from corporate leaders, MMA Managing Committee also includes as members the Vice Chancellors of Madras University and Anna University, the Directors of IIT Madras and KREA University,andtheChiefSecretaryofGovernmentofTamilNadu.

Not how much we learn, No matter how much we act, we can rise Long live! grow up