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Sales Training For Professionals

The document outlines an agenda and objectives for a sales training programme titled "Together Achieving Sales Targets Everyday". The 6-part programme covers: introducing sales roles and responsibilities; product knowledge; sales techniques; understanding customer needs; handling customer reactions; and checking customer satisfaction. It includes activities, examples and discussions around identifying customer types, suggestive selling methods, handling objections, and asking customers questions to evaluate their experience and satisfaction with upsold products or services.

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ESLAM AHMED
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© © All Rights Reserved
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169 views39 pages

Sales Training For Professionals

The document outlines an agenda and objectives for a sales training programme titled "Together Achieving Sales Targets Everyday". The 6-part programme covers: introducing sales roles and responsibilities; product knowledge; sales techniques; understanding customer needs; handling customer reactions; and checking customer satisfaction. It includes activities, examples and discussions around identifying customer types, suggestive selling methods, handling objections, and asking customers questions to evaluate their experience and satisfaction with upsold products or services.

Uploaded by

ESLAM AHMED
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 39

Together Achieving Sales Targets Everyday

December 2020
5/24/21
Programme Agenda

Programme Introduction
Core 1 – What Is Your Role
Core 2 – Know Your Product
Core 3 – Sales Techniques
Core 4 – Who Are Your Guests
Core 5 – Handling Guest Reactions
Core 6 – Checking Guest Satisfaction

Together Achieving Sales Targets Everyday 2


Programme Objectives:
• Describe and demonstrate the opportunities to increase sales

• Explain and demonstrate the techniques used to encourage the


customer to buy

• Demonstrate the importance of being able to read a guest and to meet


your guest’s needs

• Demonstrate how to handle objections effectively and offer alternatives

• State the benefits of checking guest satisfaction and demonstrate how


to do this. 3
The Nine Dot Puzzle Game!

• The following puzzle illustrates how you can be held back from
breaking through. The challenge is to connect all nine dots with
four straight lines, without lifting your pencil from the paper. Try it!

4
Go Beyond the Limits!
2. 3.

1. Start Here
4.
To reach your goals

5
Core 1
What Is Your Role
What Is Your Role
Group Activity:
Imagine that you are the owner of a restaurant. I would like you to work in pairs
and answer the following questions:
What type of restaurant would you like to own and why?
What type of people would you like to employ?

7
Three Elements of a Sale
Buyer/Customer/Guest

Sales Product
Team/You

Together Achieving Sales Targets Everyday 8


What Do You Need to
Know About the Guest?
• Guest name
• Guest profile
• What the buyer wants or needs
• Likes/dislikes
• Special occasion
• Reading the guests to know their interests
• Recommend the product to match guest needs 9
What Do You Need to Know
About Your Product?
• items
• Origin of product
• Quality of product
• Selling point i.e. seasonal
• Presentation
• Customer range
• Smell
• Price 10
Skills of a Good Salesperson
• Excellent product knowledge
• Good communication skills
• Good rapport/relationship with the guests
• Eager to help
• Can look after the guests
• Confident in knowledge of products
• Able to read the guests and make recommendations
• Able to provide excellent service
• Negotiation skills
• Productivity
• Personality
• Flexibility
11
Benefits of Being a Good
Salesperson
• More revenue
• Successful business
• Higher guest satisfaction
• Improve skills, more professional
• Greater job satisfaction
• Increase your income
• Incentives

12
Selling Process - Six Steps
Know your
product

Check guest Know sales


satisfaction techniques

Handle guest Read the type of


reactions guest

Match product
to guest’s
needs

13
aaaaaaaaaaaaa

Core 2
Know Your Product
4 Steps on How to Present an
Item to a Guest
1. Name/type of item
Mention specific name of item(products), clearly, no abbreviations
2. Details of the service/products
Customer will know exactly what is in the details and can be attracted by the
description of the product/service
Start with basic or strongest first
3. Preparation and presentation
Digital and visualizing the service/products to the customer
4. Pause and close the sale
Would you like to try one?
Can I order one for you? / Shall I make the order?
How many would you like?
15
Presenting Item to the Guest
• Could I recommend our products?
• It is a group of collection, with more sale on each
one.
•  It can be used for different purpose.
• (Pause)
• Shall I make the order?

16
Core 3
Sales Techniques
Suggestive Selling
Suggestive selling is describing a product using words which motivate and
tempt by creating an image in the customer’s mind and so making the
customer need or want the product.

18
Example

“Would you care for a slice of our homemade


chocolate layer cake. It is layered with a rich
dark chocolate ganache and raspberry filling
and served with our signature chocolate velvet
sauce. It’s delicious”.
Descriptive Words
• Quick • Value
• Limited • Imagine
• Running Out • Benefit
• Fast • Free be the
• New first
• Deadline • Save
• Last Chance • Instant
• Final • Sale
• Never again • Risk-free
• Expires
20
Selling more of, or a more expensive
version of the original purchase e.g.
• exported product instead of local one
• New products with new features            
Cross-Selling
When you cross-sell, you
offer the customer a product
related to whatever they are
already buying,
recommending additional
items which complement
main purchase.
Lateral Selling

May I suggest….
Would you like to try…..
Our special … for the day is
…….
I can recommend ……
Session 4
Who Are Your Guests
What are the needs of these
people?

25
What are the Needs of your
Guests?
Need to feel loyal and elite
Need to get best service and products
Need to receive more discounts and free collection
Need to belong to a group, interaction
Need for personal attention
Need to get the membership
Reasons Why People
Visit/shop Us
• Socialising – The need to belong to group, interaction,
participation

• Elite Members– The need to be special and only one to


get the attention

• Rewarding– The need for increasing their membership-


profile and points

27
Core 5
Handling Guest
Reactions
Guest Reactions to Up-Selling

Hesitant reaction
Negative reaction

Positive reaction
Game on Handling
Guest Reactions
In 3 Groups:

Each group will get one set of 9 cards.


Your task is to match each guest reaction (Positive,
Negative, Hesitant) with the correct statements on
handling these guest reactions.

You have 2 minutes.

30
Handling Objections
Tried before apologize and clarify
Disliking the item

suggest alternative
Allergic to the item
Already decided
compliment choice
explain why/
Too expensive
suggest alternative

Together Achieving Sales Targets Everyday 31


Core 6
Checking Guest Satisfaction
Benefits of Checking - Guest
Satisfaction
• Shows the guest we care what they think about the products
• Shows professionalism
• If the guest is not satisfied he/she will come forward more easily once
we asked and can fix the issue
• We can improve on the quality if feedback was given
• Enhances relationships
• Enhances loyalty
• Checking guest satisfaction if successful can lead to another up-
selling opportunity
• Helps to understand our customer needs
33
Group Activity

In pairs:

Come up with the examples of questions you can ask a guest


while checking if they are satisfied on the up-sold item.

You have 2 minutes to prepare.


Checking Guest Satisfaction
What to Ask and What Not to Ask
Questions to use Questions to avoid

How do you like our How is everything?


services/products? Is everything OK?

Is the service/product to your Any requests, comments?


liking?

Are you enjoying your order? But, No or not


What do you think of the
product?

How is my suggestion?

35
Quiz !!

36
37
38
Thank You and Good Luck!

39

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