REx Module (1) Effective Selling Skill PDF

UPSKILLING BUSINESS LEADERS Module (1) Effective Selling Skill Professor U Aye Kyaw Program Director (CSIS)...

UPSKILLING BUSINESS LEADERS Module (1) Effective Selling Skill Professor U Aye Kyaw Program Director (CSIS) Founder and Principal (MLMI) Associate Member (CIPD, UK) Senior Professional (SHRM, USA) 20 November, 2024 th Fellow (Chartered Management Institute, UK) Royal Learning Academy, Fellow (Association of Business Executive (UK) Yangon. Copyright © : MLMI, BuildingFellow (4), Room(Institute (10), MICT Park,of Hlaing University Campus, Managers Yangon. and Leaders, Australia) Tel : 01-2305188, 09 5045551, 09 2600 34160 Email : [email protected]  XXX INTRODUCTION TO I. SALES IN THE CEP INDUSTRY 2  Module (1) Effective Selling Skill 1. UNDERSTANDING SALES IN CEP What is Sales?  Sales helps us reach and serve customers.  Sales is about serving solutions that meet customer needs. Why Sales Matters for Everyone in CEP  Connects all departments: marketing, business development, customer service.  Knowing Copyright sales makes our work © : MLMI, Building (4), Roommore valuable (10), MICT & our Campus, Park, Hlaing University teamwork Yangon. stronger. 3 Tel : 09 2600 34160, 09 5045551 Email : [email protected] Module (1) Effective Selling Skill EXAMPLE When a customer calls, we understand their needs faster & give better answers. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 4  Module (1) Effective Selling Skill 2. WHAT MAKES CEP SALES UNIQUE ? Our Main Strengths  Fast, reliable deliveries.  Secure handling of packages.  Solutions that meet time-sensitive needs. Customer Value  We save Copyright customers time, keep their items safe, & provide easy tracking. © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 5 Module (1) Effective Selling Skill EXAMPLE Imagine a customer needs to send an urgent package. Our sales job is to make it simple and fast for them So they choose us every time. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 6  Module (1) Effective Selling Skill 3. WHY SALES IS IMPORTANT ACROSS ROLES ? Sales and Other Departments  Marketing attracts customers, but sales builds relationships.  Customer Experience keeps them coming back, while sales ensures we meet needs from the start. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 7 Module (1) Effective Selling Skill EXAMPLE OF CROSS-TEAM BENEFIT When sales knows about delivery challenges, they can set correct expectations with customers Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 8  XXX BUILDING THE ART OF II. SALESMANSHIP 9  Module (1) Effective Selling Skill 4. UNDERSTANDING CUSTOMER PSYCHOLOGY What Customers Really Want  More than just our service — they want solutions.  Customers want to feel understood and valued. Building Connections  Use kind,Copyright polite, and friendly language; listen to their story. © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 10 Module (1) Effective Selling Skill EXAMPLE When a customer calls stressed, focus on listening. This builds a strong first impression. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 11  Module (1) Effective Selling Skill 5. CREATING TRUST AND RELATIONSHIPS Three Ways to Build Trust  Be Honest: Never promise what we can’t deliver.  Be Reliable: If you say you’ll call back, make sure you do.  Be Empathetic: Copyright © Show care(4),about : MLMI, Building their Room (10), needs, MICT Park, even ifCampus, Hlaing University they’re frustrated. Yangon. 12 Tel : 09 2600 34160, 09 5045551 Email : [email protected] Module (1) Effective Selling Skill REFLECTION QUESTION What’s one way you could show trust in a customer interaction today? Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 13  XXX COMMUNICATION III. ESSENTIALS 14  Module (1) Effective Selling Skill 6. ACTIVE LISTENING Why Listening Matters ?  Customers often give clues about what they need.  Listening helps us answer faster and more accurately. Tips for Active Listening  Stay Focused: Avoid interrupting.  Summarize: Repeat Tel : 09 2600back 34160, 09their 5045551main Emailpoints, so they feel heard. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. : [email protected] 15  Module (1) Effective Selling Skill 7. ASKING THE RIGHT QUESTIONS Open-Ended vs. Closed Questions  Open-Ended: “How can I help you with your delivery needs?”  Closed: “Do you need same day delivery today?” Best Practices for Asking Questions  Start broad, then narrow down.  Show that you’re Tel : 09genuinely interested 2600 34160, 09 5045551 Email : in understanding. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. [email protected] 16  XXX HANDLING OBJECTIONS IV. AND CONCERNS 17  Module (1) Effective Selling Skill 8. COMMON CUSTONER OBJECTIONS What Customers Might Worry About?  Price: “It’s too expensive.”  Delivery Time: “Can it arrive faster?”  Security:Copyright “WillTelmy package © : MLMI, Building (4),be safe?” Room (10), MICT Park, Hlaing University Campus, Yangon. 18 : 09 2600 34160, 09 5045551 Email : [email protected]  Module (1) Effective Selling Skill 9. STEPS TO OVERCOME OBJECTIONS  Acknowledge: Show you understand their concern.  Clarify: Ask questions to understand their reason.  Provide Solutions: Offer 34160,alternatives Emailor highlight benefits. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 09 5045551 : [email protected] 19  Module (1) Effective Selling Skill 10. HOW TO RESPOND TO OJECTIONS Calm and Confident Responses  Price: “Our service includes tracking and fast delivery, so you know exactly where your package is.”  Delivery Time: “I can suggest the express service for a faster option.”  Security: Copyright “YourTel©package is09definitely safe with us as always”. : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. : 09 2600 34160, 5045551 Email : [email protected] 20 Module (1) Effective Selling Skill EXAMPLE OF SIMPLE LANGUAGE Emphasize key phrases trainees can use, like “I understand,” “We can help with that,” and “Let’s look at options.” Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 21  XXX UPSELLING AND CROSS V. SELLING IN CEP 22  Module (1) Effective Selling Skill 11. WHAT IS UPSELLING ? Upselling Defined  Offering a better or faster service option.  Helps customers whoBuilding Copyright © : MLMI, need (4), a bit(10), Room more than MICT Park, our Hlaing basic University service. Campus, Yangon. 23 Tel : 09 2600 34160, 09 5045551 Email : [email protected]  Module (1) Effective Selling Skill 12. WHAT IS CROSS SELLING ? Cross Selling Defined  Recommending other services to the customers.  Introducing additional Copyright items(4),to © : MLMI, Building the Room (10),customers. MICT Park, Hlaing University Campus, Yangon. 24 Tel : 09 2600 34160, 09 5045551 Email : [email protected]  Module (1) Effective Selling Skill 13. BENEFITS OF UPSELLING AND CROSS-SELLING Upselling  Builds stronger relationships  Increases the values that customers receives  Increase the customers lifetime values  Improves your bottom line Cross Selling  Improves your bottom line  Improves customers loyalty  Broadens choices of products and services  Improves customers service from relationship marketing Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 25 Module (1) Effective Selling Skill EXERCISE Think of one service you could upsell. Share with group how you would offer it. Focus on clear language, practical examples. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 26  XXX HANDLING DIFFICULT VI. CUSTOMERS SITUATIONS 27  Module (1) Effective Selling Skill 14. WHEN THINGS DON’T GO AS PLANNED Typical Challenges  Late Delivery: “Will it arrive on time?”  Lost Package: “I can’t find my tracking info.”  High Costs: “Why is it so expensive?” Empathy First  Always show you Copyright careBuilding © : MLMI, about their (4), Room concerns. (10), MICT Park, Hlaing University Campus, Yangon. 28 Tel : 09 2600 34160, 09 5045551 Email : [email protected]  Module (1) Effective Selling Skill 15. STEPS TO HANDLE DUFFICULT SITUATIONS Simple Approach  Stay Calm: Take a deep breath; don’t react emotionally.  Apologize if Needed: “I’m sorry for any inconvenience.”  Provide Solutions: “Let’s Copyright © : MLMI, Buildingfind the(10), (4), Room fastest way MICT Park, Hlaingto solveCampus, University this Yangon. for you.” 29 Tel : 09 2600 34160, 09 5045551 Email : [email protected]  XXX ESSENTIAL ETIQUETTE VII. FOR SALES AND SERVICE 30  Module (1) Effective Selling Skill 16. POLITENESS AND PROFESSIONALISM Top Tips  Be Punctual: If a call is scheduled, call on time.  Use Kind Words: Simple phrases like “please” and “thank you” matter.  Respect Boundaries: Don’t(4),push Copyright © : MLMI, Building forMICT Room (10), a sale if they’re Park, Hlaing University not ready. Campus, Yangon. 31 Tel : 09 2600 34160, 09 5045551 Email : [email protected] Module (1) Effective Selling Skill EXERCISE Starting a call with, ‘How may I assist you?’ Shows respect and openness.” Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 32 Module (1) Effective Selling Skill REFLECTION EXERCISE What kind words or phrases could you use to make a customer feel valued? Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 33  Module (1) Effective Selling Skill 17. POSITIVE ATTITUDE Why It’s Important  A positive attitude makes you approachable and builds rapport.  Customers feel more confident in our service when we show enthusiasm. Ways to Show Positivity  Smile while you speak (even on the phone, it comes through).  Acknowledge good points the customer makes.  Say, “LetCopyright me check © : MLMI,that for(4),you Building Room right away” (10), MICT to University Park, Hlaing show Campus, eagerness Yangon. to help. 34 Tel : 09 2600 34160, 09 5045551 Email : [email protected]  XXX VIII BUILDING RAPPORT. WITH CUSTOMERS 35  Module (1) Effective Selling Skill 18. WHAT IS RAPPORT ? Definition  Rapport is a friendly, understanding relationship with the customer. Why It Matters  People are more likely to trust and buy from someone they feel comfortable with. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 36 Module (1) Effective Selling Skill EXERCISE Imagine a regular customer who remembers your name, and always has a friendly chat. That’s rapport. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 37 Module (1) Effective Selling Skill REFLECTION What’s one thing you could say to make a customer feel at ease right away? Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 38  Module (1) Effective Selling Skill 19. TIPS FOR BUILDING RAPPORT Key Actions  Smile Genuinely: It sets a warm tone, even over the phone.  Use Their Name: Personalizes the interaction.  Find Common Ground: Copyright © Mention : MLMI, Building shared (4), Room (10), interests MICT Park, or Campus, Hlaing University relateYangon. to their needs.39 Tel : 09 2600 34160, 09 5045551 Email : [email protected]  XXX ACTIVE LISTENING IX. SKILLS 40  Module (1) Effective Selling Skill 20. WHAT IS ACTIVE LISTENING ? Definition  Fully focusing on, understanding, & responding to what customer says. Benefits  Shows respect, builds trust, helps you catch key details. Common Pitfall  Avoid planning response Copyright © while : MLMI, Building they’re (4), Room (10), MICT speaking, focus Park, Hlaing University on Yangon. Campus, listening first. 41 Tel : 09 2600 34160, 09 5045551 Email : [email protected] Module (1) Effective Selling Skill REFLECTION QUESTION How can active listening help solve customer issues faster? Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 42  Module (1) Effective Selling Skill 21. ACTIVE LISTENING TECHNIQUES Key Techniques  Maintain Eye Contact (if in person): Shows focus.  Use ShortCopyright Phrases toBuilding © : MLMI, Show (4), Understanding: “I University Room (10), MICT Park, Hlaing see,” “ICampus, understand.” Yangon. 43 Tel : 09 2600 34160, 09 5045551 Email : [email protected] Module (1) Effective Selling Skill SUMMARIZE KEY POINTS Confirm their needs before offering a solution. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 44  XXX PRODUCT AND SERVICE X. KNOWLEDGE BASICS 45  Module (1) Effective Selling Skill 22. WHY PRODUCT KNOWLEDGE MATTERS Builds Confidence  Customers trust knowledgeable staff. Helps Solve Issues Quickly  When youCopyright know Tel : our 09 2600offerings, you Email can: [email protected] guide customers better. © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. 34160, 09 5045551 46 Module (1) Effective Selling Skill REFLECTION How does it feel as a customer to speak with someone who doesn’t understand the service of REx? Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 47 Module (1) Effective Selling Skill EXAMPLE Imagine asking about delivery times and knowing exactly which options we offer. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 48  Module (1) Effective Selling Skill 23. KEY FEATURES OF OUR SERVICES Service Options  Standard Delivery: For everyday needs.  Express Delivery: For urgent shipments.  International Shipping: Copyright For(4),cross-border © : MLMI, Building Room (10), MICT Park,customers. Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 49  XXX PROFESSIONAL XI. COMMUNICATION ETIQUETTE 50  Module (1) Effective Selling Skill 24. POSITIVE & PROFESSIONAL COMMUNICATION ETIQUTTE Tips for Effective Communication  Avoid Negative Words: Instead of “can’t,” use “What I can do is…”  Stay Clear and Simple: Avoid technical jargon or terminology. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon.  Use Positive Tel : 09 2600 Say Words: “happy 34160, 09 5045551 to help” Email instead of “no problem.” : [email protected] 51 Module (1) Effective Selling Skill EXAMPLE Instead of saying ‘I don’t know,’ say ‘Let me find that information for you.’ Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 52 Module (1) Effective Selling Skill REFLECTION What’s one way you can make your language more positive? Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 53  Module (1) Effective Selling Skill 25. TONE AND BODY LANGUAGE Key Points  Tone of Voice: Friendly but professional, even under pressure. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon.  Body Language:Tel : 09Keep open, 2600 34160, non-threatening 09 5045551 gestures if face-to-face. Email : [email protected] 54  XXX BUILDING A POSITIVE XII. MINDSET FOR SALES SUCCESS 55  Module (1) Effective Selling Skill 26. WHAT IS A POSITIVE SALES MINDSET ? Definition  Seeing challenges as opportunities and staying optimistic. Importance  Resilience: Keeps us going after setbacks.  Self-Improvement: A 34160, growth mindset helps you learn from each experience. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 09 5045551 Email : [email protected] 56  Module (1) Effective Selling Skill 27. STRATEGIES FOR STAYING POSITIVE Techniques  Set Small Wins: Celebrate even minor successes.  Reframe Challenges: Look at problems as learning moments.  Focus onCopyright the Customer’s Needs: © : MLMI, Building Shifting (4), Room (10), focus MICT Park, to them Hlaing University canYangon. Campus, reduce stress. 57 Tel : 09 2600 34160, 09 5045551 Email : [email protected]  XXX ADAPTING XIII COMMUNICATION. FOR DIFFERENT CUSTOMER TYPES 58  Module (1) Effective Selling Skill 28. RECOGNIZING DIFFERENT CUSTOMER TYPES Types of Customers:  Friendly: Open and easy to connect with.  Focused: Wants quick answers, not small talk.  Cautious: Needs more reassurance and details.  Uncertain: Looks Tel : 09 to 2600you 34160,for recommendations. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. 09 5045551 Email : [email protected] 59 Module (1) Effective Selling Skill EXAMPLE A cautious customer may want to know all the delivery steps in detail. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 60  Module (1) Effective Selling Skill 29. ADJUSTING YOUR APPROACH BASED ON CUSTOMER TYPE Strategies  Friendly: Be conversational but stay focused.  Focused: Keep responses direct and efficient.  Cautious: Provide additional information for reassurance.  Uncertain: MakeTel : 09suggestions and Email 2600 34160, 09 5045551 guide them confidently. Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. : [email protected] 61  Module (1) Effective Selling Skill REFLECTING KEY LEARNING POINTS Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected] 62  Performance Management THANK YOU! Viber: 095160063 www.facebook.com/uakmhr [email protected] Copyright © : MLMI, Building (4), Room (10), MICT Park, Hlaing University Campus, Yangon. Tel : 09 2600 34160, 09 5045551 Email : [email protected]