Programme Overview C

Conceptual Selling. As the “tactical” component

of the Sales Operating System, Conceptual Selling.
focuses on the effective management of the individual
sales call. Unlike “face time” systems that stress trial I WIN
o
closes and other manipulative techniques, it
concentrates on understanding the Customer’s
I WIN
YOU WIN

I LOSE
UNDERSTAND
n
Concept—the “solution image” that explains why YOU LOSE YOU WIN
Customers really buy.
Light years ahead of the “product pitch,” Conceptual ILOSE
YOU
GENERATE
c
Selling outlines a unique, four-part questioning SELECT

e
LOSE BEST
process that creates positive information flow,
differentiation from your competition, and solid, mutual
commitment to Win-Win relationships. By learning
how to understand Concept, our clients dramatically
improve both their confidence and their credibility with
Goals of Conceptual Selling
p
Benefits to your Organisation t
n
n
n
How to define realistic expectations for sales call outcomes
How to establish credibility with every buyer, every time
How to utilise a unique, pro-active questioning process to secure missing information
u
n
n
n
How to move beyond the “product pitch” to the reason that people really buy
How to identify why a Customer “won’t commit”—and what to do about it
How to overcome Basic Issues and identify Commitment Signals
a
n
n
n
How to distinguish between an objection and a Basic Issue
How to position yourself confidently with senior executives
How to position your company more effectively, by leveraging your Unique Strengths
l
n How to get inside the Customer’s head by understanding the decision making process
n How to avoid the trap of “upside down selling.”
n How to use the Golden Silence technique to create positive information flow

S
Who Should Attend e
This is a 2 day, non-residential l
programme, recommended for any
individual who has a customer
interfacing role, particularly suitable for
I

Director of Sales, Sales Managers and
Account Managers i
n
g
 Programme Content
OVERVIEW GETTING INFORMATION
n What we are going to accomplish in the next two days. n What information is missing and who is the best person to
n Basic Premise: Preparing to communicate. ask?
n Programme format and logistics. n Questioning as a process to confirm and uncover
information.
CUSTOMER’S CONCEPT n The five question types: Confirmation, New Information,
n What the Customer’s Concept is and why it is necessary to Attitude, Commitment, Basic Issues.
understand it. n Workshops: Information, Questions.
n Connecting the Concept Sale and the Product Sale.
n Why the Concept Sale always has to come first. GIVING INFORMATION
n Workshop: Buying Decision Process. n The key to buying decisions: Differentiation.
n The key to differentiation: The Unique Strengths of your
ACTION COMMITMENTS product or service.
n Setting customer action targets for every call. n How Unique Strengths differ from features and benefits.
n Best Action Commitment: The most you can expect from n Acid tests of differentiation: “So what?” and “Prove it!”
the customer as a result of the call. n Workshop: Unique Strengths.
n Minimum Acceptable Action: The least you will settle for.
n Guidelines for Commitment: Specific, realistic, measurable. SALES CALL APPROACHES
n What to do when you “can’t get” the Minimum. n The Traditional Selling Approaches vs the Joint Venture
n Approach—which works and which doesn’t.
n
Workshop: Action Commitments.
Using logic to get to Win-Win: Joint Venture Selling.
SINGLE SALES OBJECTIVE n Workshops: Joint Venture Appraisal, Joint Venture
n The most common error in setting objectives. Selling.
n Solution: Identifying Single Sales Objectives that are
GETTING COMMITMENT
n
tangible.
n Examples of “fuzzy” and sharply defined SSOs.
Why each sales call should end on what the Customer
n Workshop: Setting SSOs for your targeted account.
n
will do next.
Knowing when the Customer is ready for action;
VALID BUSINESS REASON Commitment Signals.
n Establishing the business reason for the call. n Why Customer’s won’t commit; Basic Issues defined.
n Criteria you must have for a good VBR. n Workshops: Commitment, Basic Issues.
n Workshop: Creating a Valid Business Reason. SALES CALL PLAN
CREDIBILITY n Bringing it all together into a detailed plan for an
n upcoming sales call.
n
A key to getting started in every call: credibility with the
customer. Using the Green Sheet checklist questions.
n Three types of credibility: Earned, transferred, established n Workshop: Green Sheet session and team assessment.
by reputation.
n Why you should test your credibility on every call.
PROGRAMME WRAP-UP
n Assessment of two-day programme.
n Workshop: Credibility.
n Participants’ comfort level with current Green Sheets.
SUPERB COMMUNICATION n Joint Venture revisited: Miller Heiman and participants’
n Maximises understanding between Customer and commitment of future actions.
salesperson. n Miller Heiman’s ongoing support and reinforcement.
n “Question Shock” vs Golden Silence.
n The proven benefits of Golden Silence.

Miller Heiman Inc. 2 Vermont Place, Tongwell, Milton Keynes MK15 8JA: Tel: 44 (0) 1908 211212 Fax: 44 (0) 1908 211201
E-mail [email protected] Web www.millerheiman.com
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