SALES SYSTEM: HOVER ORDER IN THE DEPARTMENT PART 1. CREATING SALES SCRIPTS
Is your sales Department not working? Employees do not fulfill the plan, and the product is gathering dust in the warehouse? We will help you find sellers ‘ mistakes and motivate them to new achievements,
increase Department productivity and company profit!
1 RECEPTION. CREATING SALES SCRIPTS
Your newcomers don’t know how to behave with clients, leak calls, and experienced ones don’t follow the plan? This can and should be fought.There is a technology that works in any field. These are sales scripts.
Sales scripts-scripts for working with the client. Even if you have already implemented them, we will analyze errors in their application, learn how to create scenarios for sellers and weave additional sales into the dialog.
Kirill Martyanov will help us in this —
business coach at Moscow Business School, founder and CEO of the marketing Department
WHY SCRIPTS DON’T WORK,
OR WHAT AM I DOING WRONG?
THEY DON’T EXIST
Without a script, salesmen work depending on the mood, use words that are parasites, and newcomers may miss important moments
THERE IS NO PURPOSE
The seller forgets why he called and what he is talking about.
And you need to know this clearly. The goal may be to reach the decision-maker, meet, present, or sell
YOUR SCRIPTS ARE CUMBERSOME SCHEMES
They are unnecessarily inflated by non-constructive information and do not bear practical utility. What do we do with them? You are right-we throw it away
IN THE SCRIPT THERE IS AN INADEQUATE PHRASE
Apparently, your scripts are made up of tips pumped up from the Internet or all the cliches tormented by all, such as” we are professionals”,” market leaders”,” range of services”,”leading clients”. All these big words are still issued without supporting facts, which definitely scares your customers away. Better show your well-known clients, successful partners, significant objects and projects
NO WORKING WITH OBJECTIONS
There is no trial. Your employees calmly do not offer an additional range, because you did not specify this.
And the company loses customers and profits from sales
MANAGERS DO NOT TRAIN EMPLOYEES TO WORK WITH SCRIPTS
In the best case, some give ready-made scripts and ask to read 10 thousand times and remember. (We recommend sticking ready-made scripts in front of employees ‘ eyes)
DO NOT CONTROL THE IMPLEMENTATION OF SCRIPTS
THE SCRIPT IS READ ON THE SHEET
SCRIPTS ARE NOT IMPROVED
If such a pitch-black hell is going on in your sales Department, it needs to be changed urgently, and we will tell you how.
LET’S START WITH THE SKELETON-SALES SCHEME
Skeleton-a series of actions that must be applied in a conversation. It doesn’t matter if it’s a phone call or a cold call. The tool works flawlessly.
CAPTURE THE INITIATIVE
You ask questions and hold the initiative. If more
says the buyer and answers “Yes”, it is yours. If you answer
to his questions, he will clarify everything and interrupt the conversation with a phrase
“I’ll call you back or find a cheaper one.”
Use the three-Yes rule.
QUESTIONS ABOUT THE SPIN SYSTEM
The sales created Neil Rakham.
Situational questions collect basic information,
they clarify the context of the situation and help you determine the specifics
Problematic issues, accordingly, find the client’s pain
and they focus on the problem. Study and find
reasons for discontent
Extracting questions amplify the problem. Gently push
The guide questions lead to the purchase through an explanation
product values and benefits
OFFER FOR THE PURPOSE OF THE CALL / PRODUCT PRESENTATION
Present all the advantages and benefits to the client.
WORKING WITH OBJECTIONS
In the seller’s pocket, i.e. in the script, there should always be an answer
to any objections from the client. Prepare them in advance.
ADDITIONAL SALES IN THE SCRIPT ARE DIVIDED INTO:
UP SELL.These are advanced products-expensive products,
which will emphasize the social status of the client
CROSS SELL.Additional assortment. Offer
related products: for example, for visitors
a Bathrobe, gloves, and underwater glasses will do for the pool
VOLUMES.Present more at a discount
products: for example, set-top boxes for yourself and a friend
for your birthday
RATES.Offer the entire range of options
services and prices. A Prime example is mobile operators
and Internet service providers
SUBSCRIPTIONS AND OTHER LOYALTY PROGRAMS.
For regular customers they will be a pleasant saving
CLOSING A DEAL
We lead to the purchase and set the delivery day
or we agree when to call if the product is delayed.
HERE IS THE CHECKLIST (PLAN) ACTIONS’
Greet a customer and find out their name
Name and company
Find out the purpose of the call
Find out if the client applies again
Record your phone number, company, and position
Ask questions to identify needs
Find out if the customer chose something himself
Offer related services
Recommend a more expensive version
To provide additional range of
Mention the departure of experts to clarify the order parameters
Offer urgent registration, SOFTWARE installation
Bring the customer to make a purchase
Agree with the client on the date of receipt and call
if payment is delayed
Say goodbye and wish you a successful day
SPEECH MODULES: WHAT WORKS,
WHAT SCARES THE CUSTOMER AWAY
Speech modules are phrases and phrases for sales managers.
They represent your product or service, but they always respond
the following requirements:
THE CONNECTION WITH THE CLIENT’S NEEDS
EXPRESSIONS THAT BELITTLE THEMSELVES
Your attitude to yourself and the company will be felt by the customer: “Can I trouble you?”, “I don’t know when the delivery will be”, “I’m not sure”
For example, “orders”, “counters”. Parasite words and such phrases,
like “let’s call you on Wednesday, “” uh-huh.”
In one organization the seller is in front of everyone
question from the script:: “Please tell me …”
You can say it once, but not 7 times
SOCIALLY INAPPROPRIATE KEYWORDS
“Do you want to earn money at all?”, “and look for suppliers
will you?» This is a boorish pitch and insolent intonation
IMPLEMENTING SCRIPTS IN THE WORK OF SELLERS
So, let’s look at how to motivate your Department and use scripts.
Develop all employees ‘ preconceptions about the client, product, CRM,
implement and control the result.
Disassemble the structure.
Explain the goals and logic of the conversation.
Analyze phrases and their significance.
Here you need to explain where to apply what tone.
Collaborate with live clients.
Here you can correct some points,
show a master class on a successful call and see,
how employees cope.
Regularly listen to recordings of conversations with clients in CRM.
Long-serving employees have their own sales habits
and distrust of the new. For example, let’s listen to “stars”
record their conversation, point out the errors and tell us,
how the script will help them.
To modify the scripts if necessary.
Conduct staff training every 2-3 months.
To introduce material motivation.
Some of your employees will always be happy
innovate because they love what they do.
Others will slow down, resist. Prove it
on the example of a successful seller, how it works.
When hiring a new employee, write in the responsibilities
using a sales scheme.
Finally, we emphasize that scripts do not cancel
impromptu, working technologies. They create
structure and help you not forget anything.
We are sure that these techniques will help reduce the number of rejections
and increase the profit flow in your company. This is just the beginning!