Transcript Sales Tools, Tips & Techniques
Fine-Tuning Your Sales Process
Training Objectives
•
Present tips to help establish sales goals and procedures
•
Insight on how to get past the gatekeeper
•
Introduce tools for helpful and effective communication to your customers
•
Provide useful customer service and follow-up scripts
2
Goal Setting
•
Key Elements
– Have a starting point – Write out your goals – Develop checkpoints – Plan for setbacks – Reward yourself – Create a review system •
Know your Strengths & Weaknesses and address them!
3
S.M.A.R.T. Goals • • • • •
S
pecific
M
easurable
A
ttainable
R
ealistic
T
ime-Based
Measure your goals to be
S.
M.
A.
R.
T.
!
4
•
The Sales Call Process
Understand Your Marketplace
– S.I.M.P.L.E.
– Demographic data – The Players •
Preparation
– Who is the decision-maker?
– Private or Public – Younger or older children •
Performance
– Develop your script – Practice!
– Know your products – Sell yourself and your products 5
Getting Past The Gatekeeper
“
Hello, this is Sharon from Original Works. I was hoping that you could provide me with a little assistance. We are an art based fundraising company and are currently working with ABC Elementary School in your area and thought our programs could benefit your school in a variety of ways. I was wondering who at your school would be responsible for reviewing initial information on our company and our programs.”
• • •
Teacher, Director, PTA/PTO?
Better time to call?
Name, number and/or e-mail address?
6
Getting Past The Gatekeeper?
•
Gatekeeper hesitation/unwillingness to provide contact info or take a message
– Take the responsibility/burden from them – Ask for a direct line for contact – Better to send information via mail or e-mail?
– School district website – Visit the school in person – bring brochures, samples 7
•
Getting the Appointment
Preparation for the Call
– Check yourself in the mirror before the call – Clear any unnecessary items from your desk – Warm up – Place a mirror on or near your desk to check yourself throughout the call – Listen Carefully – Remember to keep call brief & to the point 8
•
Getting the Appointment:
The Scripts
Prospecting Intro Script – introduce yourself & state the reason for the call
“
Hello, Mary. This is Sharon calling from Original Works. Our company offers unique fundraising programs to schools nationwide. Our program showcases the art department and children’s artwork, and can be used to raise funds for the school or art program while building a student’s self-esteem . Since we have worked so successfully with other schools in your area, I thought you might be interested in hearing about our programs and how they could benefit ABC Elementary School.”
9
• •
Getting the Appointment Establishing a Time/Date
After You’ve Gotten their Attention!
“
I would like to stop by and tell you more about our programs, how well they have worked for other schools, and determine if it might be a good fit for your school. Would it be possible to set up an appointment on [date] at [time] to review the programs?
The advantage? It’s a ‘Soft Sell’ . With the combination of the intro script and politely asking for the appointment, you’ve stated:
– Who you are – What your company does – Why you are calling – Program benefits – A sense of credibility by mentioning the success working with other schools
…and you’ve done it without being pushy
!
10
•
Qualifying the Prospect
Use S.I.M.P.L.E.
•
Qualifying questions
– What are their fundraising needs?
– What’s important to them?
• Showcasing art department • Student’s self-esteem • Raising money – Are they running other fundraisers?
•
Set the Expectations
– Won’t take more than 20 minutes – Present program options – Samples, brochures 11
•
The Presentation
Thank them for their time
•
Reiterate what was said on the phone & that you’ll only take approx. 20 min.
•
Address concerns or issues that they have or previously had
•
Which program?
– Discuss it – Discuss timing • •
Discuss volunteers and resources Be courteous – Keep a subtle eye on the time you’re taking
12
After Securing the Sale
•
Customer Service & Follow-Up
– Phone – E-mail – Handwritten notes •
Exceed customer expectations
– Know your customer – Keep customer updated – Know your competition – Serve your customers after the sale – Build a relationship of trust 13
Customer Service & Follow-Up
Why is it so important?
• Keeps your schools on schedule • Reminders via phone or e-mail encourage a smooth program • Provides detailed information about specific program phases via email • Helps to avoid potential problems • Creates a situation that will encourage referrals 14
• •
SBYB Program Customer Service & Follow-Up
Seven Contacts
1.
2.
3.
4.
5.
6.
7.
After securing the sale, say Thank you!
When box of supplies is received by school, review coordinators guides, materials, etc.
Approx. 1 wk prior to coordinator sending in artwork for magnets Approx. 1-2 wks prior to coordinator sending in orders When orders arrive at OWY, send communication regarding Late Order procedures When products are delivered to school, to explain procedure for taking care of any problem orders Ensure all problems were addressed and taken care of and to say THANK YOU!
Scripts and e-mail content available
15
OP Program Customer Service & Follow-Up
•
Six Contacts
• 1.
2.
3.
4.
5.
6.
After securing the sale, say Thank you!
When box of supplies is received by school, review coordinators guides, materials, etc.
Approx. 1-2 wk prior to coordinator sending in artwork and orders to OWY When orders arrive at OWY, send communication to contact regarding Late Order procedures When products are delivered to school, to explain procedure for taking care of any problem orders Ensure all problems were addressed and taken care of and to say THANK YOU!
Scripts and e-mail content available
16
Thank you for your time and participation!
17