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We advertise heavily and have a large sales team too. I don’t understand why we are not selling more dog food?’|We advertise heavily and have a large sales team too. I don’t understand why we are not selling more dog food?’
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One person got up and said,|One person got up and said,
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One. The more knowledgeable you are about your company and product, the less chance there is that you would overpromise and under-deliver.|One. The more knowledgeable you are about your company and product, the less chance there is that you would overpromise and under-deliver.
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Two. You will be more confident in making and keeping your commitment for price, delivery, etc.|Two. You will be more confident in making and keeping your commitment for price, delivery, etc.
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Three. You will be on a firmer ground to handle problems, and troubleshoot in a precise manner. Four. You will know the values of your company.|Three. You will be on a firmer ground to handle problems, and troubleshoot in a precise manner. Four. You will know the values of your company.
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Hence, your level of flexibility is clear.|Hence, your level of flexibility is clear.
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It brings clarity as to what you will stand for and what you will not stand for.|It brings clarity as to what you will stand for and what you will not stand for.
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A professional salesperson does the following: One, Gains new customers. Two, Retains existing customers.|A professional salesperson does the following: One, Gains new customers. Two, Retains existing customers.
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Three. Generates new business from existing customers.|Three. Generates new business from existing customers.
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Four. Establishes a relationship of trust with customers.|Four. Establishes a relationship of trust with customers.
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Seven. Provides competent after-sales services|Seven. Provides competent after-sales services
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Eight. Builds credibility and goodwill with customers.|Eight. Builds credibility and goodwill with customers.
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CONTINUOUS EDUCATION: Career-minded sales professionals go on a continuous improvement program in order to excel in their field.|CONTINUOUS EDUCATION: Career-minded sales professionals go on a continuous improvement program in order to excel in their field.
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These are the top performers. Experts feel that a person who invests just five to seven hours a week in education|These are the top performers. Experts feel that a person who invests just five to seven hours a week in education
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can, in three to five years become an expert in their chosen field.|can, in three to five years become an expert in their chosen field.
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Continuous education helps broaden horizons.|Continuous education helps broaden horizons.
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It makes a person knowledgeable of their products and helps understand people’s psychology. In order to master selling one needs constant training.|It makes a person knowledgeable of their products and helps understand people’s psychology. In order to master selling one needs constant training.
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Once, a wood cutter worked for a company for five years but never got a raise.|Once, a wood cutter worked for a company for five years but never got a raise.
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The company hired a new person and within a year the new person got a raise.|The company hired a new person and within a year the new person got a raise.
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This caused resentment. he person who had been working there longer went to his supervisor and asked,|This caused resentment. he person who had been working there longer went to his supervisor and asked,
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‘How come the new person got a raise and I didn't, in the last five years?’ The supervisor said,|‘How come the new person got a raise and I didn't, in the last five years?’ The supervisor said,
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‘We are a result-oriented company. His output went up so he got a raise. If your output goes up you will also get a raise.’|‘We are a result-oriented company. His output went up so he got a raise. If your output goes up you will also get a raise.’
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‘How come your output went up?’ The new man said,|‘How come your output went up?’ The new man said,
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‘After cutting every tree I take a break for two minutes and sharpen my axe. When was the last time you sharpened your axe? The Woodcutter said.|‘After cutting every tree I take a break for two minutes and sharpen my axe. When was the last time you sharpened your axe? The Woodcutter said.
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Good professionals are always on a continuous education program in order to sharpen their axes.|Good professionals are always on a continuous education program in order to sharpen their axes.
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A person who can read but does not read is no better than the person who cannot read anyway.|A person who can read but does not read is no better than the person who cannot read anyway.
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Chapter Seven, Pleasing Personality.|Chapter Seven, Pleasing Personality.
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CARDINAL RULE: ALWAYS CLOSE THE TRANSACTION ON A POSITIVE NOTE.|CARDINAL RULE: ALWAYS CLOSE THE TRANSACTION ON A POSITIVE NOTE.
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To create a positive impact you need to have a pleasing personality.|To create a positive impact you need to have a pleasing personality.
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etiquette, manners, etc.|etiquette, manners, etc.
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The composite personality reflects in our ‘people skills’,|The composite personality reflects in our ‘people skills’,
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which is the starting point of rapport-building.|which is the starting point of rapport-building.
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YOU ARE AN AMBASSADOR|YOU ARE AN AMBASSADOR
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A salesperson is an ambassador for both his product and the company.|A salesperson is an ambassador for both his product and the company.
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To the customer, the salesperson is the company.|To the customer, the salesperson is the company.
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The customer forms an impression of the company by the behavior of the salesperson.|The customer forms an impression of the company by the behavior of the salesperson.
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Everyone is a salesperson for their company or the country.|Everyone is a salesperson for their company or the country.
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A case in point - We have an office in Singapore. I gave a taxi driver a business card to take me to a particular address.|A case in point - We have an office in Singapore. I gave a taxi driver a business card to take me to a particular address.
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When we arrived, the meter read eleven dollars. I pulled out eleven dollars but he took only ten dollars.|When we arrived, the meter read eleven dollars. I pulled out eleven dollars but he took only ten dollars.
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I asked, ‘Henry, your meter reads eleven dollars . how come you are only taking ten dollars?|I asked, ‘Henry, your meter reads eleven dollars . how come you are only taking ten dollars?
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He replied, ‘Sir, as a taxi driver I am supposed to bring you straight to your destination.|He replied, ‘Sir, as a taxi driver I am supposed to bring you straight to your destination.
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Since I didn’t know the last spot, I had to circle around the building.|Since I didn’t know the last spot, I had to circle around the building.
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What he said thereafter touched me the most.|What he said thereafter touched me the most.
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He said, ‘Legally, I can claim eleven dollars , but ethically I am entitled only to ten dollars.’|He said, ‘Legally, I can claim eleven dollars , but ethically I am entitled only to ten dollars.’
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He then added, ‘I am not a taxi driver;|He then added, ‘I am not a taxi driver;
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I am an ambassador of Singapore without a diplomatic passport.|I am an ambassador of Singapore without a diplomatic passport.
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When a tourist comes into a country after clearing immigration and customs, the first person he usually meets is a taxi driver.|When a tourist comes into a country after clearing immigration and customs, the first person he usually meets is a taxi driver.
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If the first experience of the visitor with the taxi driver is unpleasant, the balance of the stay may not be very pleasant either. Quite often the tone is set from the outset.|If the first experience of the visitor with the taxi driver is unpleasant, the balance of the stay may not be very pleasant either. Quite often...
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What this taxi driver was saying in unsaid words was very profound.|What this taxi driver was saying in unsaid words was very profound.
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‘I am a diplomat of Singapore without a diplomatic passport.’ He demonstrated, through his actions,|‘I am a diplomat of Singapore without a diplomatic passport.’ He demonstrated, through his actions,
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pride in himself, his profession and the nation.|pride in himself, his profession and the nation.
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As far as I’m concerned, Henry could qualify to be a visiting faculty to give a lesson on ethics at any leading university in the world.|As far as I’m concerned, Henry could qualify to be a visiting faculty to give a lesson on ethics at any leading university in the world.
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FIRST IMPRESSIONS: Whenever I go for an important appointment or meeting, I prefer to go wearing a suit and tie.|FIRST IMPRESSIONS: Whenever I go for an important appointment or meeting, I prefer to go wearing a suit and tie.
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When I am flying to my destination,|When I am flying to my destination,
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my luggage may not reach on time and hence, I always carry a suit, tie and a white shirt in my hand bag.|my luggage may not reach on time and hence, I always carry a suit, tie and a white shirt in my hand bag.
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I am really not a suit-and-tie person but my first meeting generally is in formal clothing.|I am really not a suit-and-tie person but my first meeting generally is in formal clothing.
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Why? We never get a second chance to create a first impression.|Why? We never get a second chance to create a first impression.
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First impressions are crucial because people start forming opinions about one another within the first three to five seconds of meeting,|First impressions are crucial because people start forming opinions about one another within the first three to five seconds of meeting,
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even before a person says anything.|even before a person says anything.
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We form initial impressions of one another based on appearance or visuals.|We form initial impressions of one another based on appearance or visuals.
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If a sales professional has not gained the attention of the prospect within the first thirty seconds,|If a sales professional has not gained the attention of the prospect within the first thirty seconds,
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it will be difficult for him to gain it later.|it will be difficult for him to gain it later.
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The first impression we give to people could either be positive or negative.|The first impression we give to people could either be positive or negative.
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The prospect starts making judgments based on those impressions, and accordingly feels comfortable or uncomfortable. Therefore, a good professional should reflect:|The prospect starts making judgments based on those impressions, and accordingly feels comfortable or uncomfortable. Therefore, a good professional should r...
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One must be cognizant of all these signs.|One must be cognizant of all these signs.
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Either they establish trust or they create distrust.|Either they establish trust or they create distrust.
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Hence, in order to create winning first impressions, the following are important:|Hence, in order to create winning first impressions, the following are important:
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Appear well groomed. Look neat and clean, not uncouth or shabby.|Appear well groomed. Look neat and clean, not uncouth or shabby.
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Dress formally for business appointments, especially when you are going for the first time preferably dress in a way that is one not more formal then that of the potential client.|Dress formally for business appointments, especially when you are going for the first time preferably dress in a way that is one not more fo...
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Don’t be over-dressed or too casual.|Don’t be over-dressed or too casual.
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Greet with a warm smile and a firm handshake.|Greet with a warm smile and a firm handshake.
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(Firm handshake does not mean crushing the other person’s bones.) The handshake should show warmth|(Firm handshake does not mean crushing the other person’s bones.) The handshake should show warmth
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and not be a test of strength.|and not be a test of strength.
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Wear pleasant-smelling cologne or perfume and not one that is overpowering.|Wear pleasant-smelling cologne or perfume and not one that is overpowering.
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Mannerisms should be gentle, not edgy or jerky be observant of the surroundings.|Mannerisms should be gentle, not edgy or jerky be observant of the surroundings.
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The above points may help establish a rapport, but the opposite behavior could hurt the same.|The above points may help establish a rapport, but the opposite behavior could hurt the same.
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A negative first impression could lead to loss of a sale and eventually the business relationship.|A negative first impression could lead to loss of a sale and eventually the business relationship.
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Many times, the door closes permanently. It is of utmost importance that our appearance and mannerisms be pleasant and courteous.|Many times, the door closes permanently. It is of utmost importance that our appearance and mannerisms be pleasant and courteous.
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THE WAY WE DRESS|THE WAY WE DRESS
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It is not uncommon to see salespeople dressed shabbily.|It is not uncommon to see salespeople dressed shabbily.
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Not brushing your teeth, having a dirty shirt collar, untidy hair, body odour, bad breath|Not brushing your teeth, having a dirty shirt collar, untidy hair, body odour, bad breath
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shows a lack of pride in appearance a shabby appearance is a turn off and can be offensive to anyone.|shows a lack of pride in appearance a shabby appearance is a turn off and can be offensive to anyone.
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Why sabotage your own success?|Why sabotage your own success?
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There is a flip side to this as well there are some people who are permanently over dressed and wear flashy clothes and jewellery. The glitter can be distractive.|There is a flip side to this as well there are some people who are permanently over dressed and wear flashy clothes and jewellery. The glitter can be distrac...
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Conservative clothes are always in fashion. Somehow, it gives a feeling of stability, balance and maturity.|Conservative clothes are always in fashion. Somehow, it gives a feeling of stability, balance and maturity.
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A poor appearance will be responsible for a certain percentage of loss of sales,|A poor appearance will be responsible for a certain percentage of loss of sales,
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no matter how good your presentation may be.|no matter how good your presentation may be.
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A dignified appearance inspires confidence.|A dignified appearance inspires confidence.
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MANNERS AND COURTESY:|MANNERS AND COURTESY:
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Positive and polite words always lead to pleasantness. Gentleness inspires confidence and makes a person attractive.|Positive and polite words always lead to pleasantness. Gentleness inspires confidence and makes a person attractive.
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There may be times when you meet people who are discourteous or rude, but it does not mean that you change your behavior as well.|There may be times when you meet people who are discourteous or rude, but it does not mean that you change your behavior as well.
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Once, a man, out of courtesy, opened the door for a woman as she walked in.|Once, a man, out of courtesy, opened the door for a woman as she walked in.
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She was rather strange and said, ‘Women are equal to men; hence you don’t need to hold the door for me just because I am a woman.”|She was rather strange and said, ‘Women are equal to men; hence you don’t need to hold the door for me just because I am a woman.”
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RAPPORT-BUILDING:|RAPPORT-BUILDING:
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For a good impression, one has to build rapport, gain confidence and build trust with the prospect because the first sale is that of the salesperson himself.|For a good impression, one has to build rapport, gain confidence and build trust with the prospect because the first sale is that of the salesperson himself.
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This is where social skills play a very important role and a pleasing personality becomes very essential.|This is where social skills play a very important role and a pleasing personality becomes very essential.
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Basic courtesy and manners are all starting points.|Basic courtesy and manners are all starting points.
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The presentation and uncovering the need comes later, which will only happen if the salesperson has sold himself first.|The presentation and uncovering the need comes later, which will only happen if the salesperson has sold himself first.
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Establishing rapport means creating a positive impact or a favorable impression before you start your presentation.|Establishing rapport means creating a positive impact or a favorable impression before you start your presentation.
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Don’t ever underestimate the power of courtesy and proper etiquette.|Don’t ever underestimate the power of courtesy and proper etiquette.
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