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What makes this interaction unprofessional? The staff member did not even care to: Take the name and contact number of the caller.|What makes this interaction unprofessional? The staff member did not even care to: Take the name and contact number of the caller. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03239.wav |
Try to find out the reason for non-availability in a tactful way.|Try to find out the reason for non-availability in a tactful way. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03241.wav |
It never occurred to him that he should get to the cause of the problem in order to prevent such future happenings.|It never occurred to him that he should get to the cause of the problem in order to prevent such future happenings. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03242.wav |
The above behavior shows: Indifference, Lack of responsibility, Lack of integrity.|The above behavior shows: Indifference, Lack of responsibility, Lack of integrity. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03243.wav |
Lack of feeling of belonging, dishonesty towards both customer as well as the organisation.|Lack of feeling of belonging, dishonesty towards both customer as well as the organisation. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03244.wav |
No pride in performance, loss of revenue to the organization.|No pride in performance, loss of revenue to the organization. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03245.wav |
Most important, loss of goodwill of the organisation.|Most important, loss of goodwill of the organisation. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03246.wav |
A good professional would have noted the name, contact number and address of the caller.|A good professional would have noted the name, contact number and address of the caller. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03247.wav |
Organized to send the book upon ensuring that the investment shall be taken care of.|Organized to send the book upon ensuring that the investment shall be taken care of. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03248.wav |
Offered the customer all other books and products. Immediately informed his management about the situation.|Offered the customer all other books and products. Immediately informed his management about the situation. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03249.wav |
Addressed the larger issue internally, and through the publishers, to avoid such problems in the future everywhere.|Addressed the larger issue internally, and through the publishers, to avoid such problems in the future everywhere. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03250.wav |
The customer would have been satisfied, the company would have made a sale and the salesperson would have done his job. It would have ended up being a profitable transaction for all parties.|The customer would have been satisfied, the company would have made a sale and the salesperson would have done his job. It would ... | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03251.wav |
WHAT IF YOU DON’T HAVE THE ANSWER?|WHAT IF YOU DON’T HAVE THE ANSWER? | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03252.wav |
If the prospect asks a question that you don’t have an answer to, a dishonest person tries to make up an answer to show how smart he is.|If the prospect asks a question that you don’t have an answer to, a dishonest person tries to make up an answer to show how smart he is. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03253.wav |
A good professional on the other hand only says: One.|A good professional on the other hand only says: One. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03254.wav |
“I will get back to you tomorrow evening by five p.m.’|“I will get back to you tomorrow evening by five p.m.’ | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03256.wav |
Four. A good salesperson would be specific, committed, and not say, ‘I will get back to you as soon as possible or I will try to get the answer for you.|Four. A good salesperson would be specific, committed, and not say, ‘I will get back to you as soon as possible or I will try to get the answer for you. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03258.wav |
I should be able to get it in a day or two, or you can call and check with me later.|I should be able to get it in a day or two, or you can call and check with me later. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03259.wav |
Such statements raise doubts, and hence weaken the salesperson’s and their organization’s position and credibility.|Such statements raise doubts, and hence weaken the salesperson’s and their organization’s position and credibility. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03260.wav |
Vague answers show indifference and a lack of commitment.|Vague answers show indifference and a lack of commitment. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03261.wav |
A good professional always looks for an opportunity to build the other person’s self-esteem.|A good professional always looks for an opportunity to build the other person’s self-esteem. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03262.wav |
One simple and easy way is to give sincere appreciation or a compliment to the prospect.|One simple and easy way is to give sincere appreciation or a compliment to the prospect. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03263.wav |
by saying something like, “That’s a very good question,’|by saying something like, “That’s a very good question,’ | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03264.wav |
or “Thank you for asking,’ or ‘I am glad you asked’.|or “Thank you for asking,’ or ‘I am glad you asked’. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03265.wav |
Once you say that that’s a good question, the next time he asks another question, if you don’t say it is a good question,|Once you say that that’s a good question, the next time he asks another question, if you don’t say it is a good question, | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03267.wav |
does it mean it is a bad question?|does it mean it is a bad question? | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03268.wav |
Do you always say, “That’s a good question,’ each time after the prospect asks a question?|Do you always say, “That’s a good question,’ each time after the prospect asks a question? | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03269.wav |
Don’t oversell yourself, your product or your company.|Don’t oversell yourself, your product or your company. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03271.wav |
If you are demonstrating a product, it is generally a good idea to always let the customer use as many sensory factors as you can|If you are demonstrating a product, it is generally a good idea to always let the customer use as many sensory factors as you can | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03272.wav |
There is an old saying, “The proof of the pudding is in the eating,” which stands true universally.|There is an old saying, “The proof of the pudding is in the eating,” which stands true universally. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03274.wav |
That is why many people give samples for touching and tasting.|That is why many people give samples for touching and tasting. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03275.wav |
When the prospect likes the sample then they want more of it.|When the prospect likes the sample then they want more of it. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03276.wav |
Be careful, give only enough to give a taste for evaluation purposes, not to satisfy hunger.|Be careful, give only enough to give a taste for evaluation purposes, not to satisfy hunger. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03277.wav |
It gives the prospect a level of comfort.|It gives the prospect a level of comfort. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03278.wav |
LOGISTICS: Always make an effort to have your prospect sit next to you rather than opposite you.|LOGISTICS: Always make an effort to have your prospect sit next to you rather than opposite you. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03279.wav |
Generally, sitting opposite may subconsciously appear conflicting or confrontational,|Generally, sitting opposite may subconsciously appear conflicting or confrontational, | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03280.wav |
but sitting next to the prospect sends the message that we are both on the same team. It shows togetherness.|but sitting next to the prospect sends the message that we are both on the same team. It shows togetherness. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03281.wav |
Preferably, have the client sit to your right,|Preferably, have the client sit to your right, | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03282.wav |
though it is not crucial.|though it is not crucial. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03283.wav |
UP-SELLING AND CROSS SELLING|UP-SELLING AND CROSS SELLING | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03285.wav |
Cross Sell means selling other items from your menu.|Cross Sell means selling other items from your menu. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03286.wav |
Cross Sell and Up sell can only take place once the buyer has expressed his trust in you|Cross Sell and Up sell can only take place once the buyer has expressed his trust in you | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03288.wav |
by making the first purchase.|by making the first purchase. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03289.wav |
After the seller has consolidated the first sale, then, it is his obligation to both cross sell|After the seller has consolidated the first sale, then, it is his obligation to both cross sell | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03290.wav |
and up sell by providing increased benefits to the buyer|and up sell by providing increased benefits to the buyer | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03291.wav |
by offering the total menu of your products and optimizing revenue to the organization.|by offering the total menu of your products and optimizing revenue to the organization. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03292.wav |
Cross selling and up selling is not over selling.|Cross selling and up selling is not over selling. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03293.wav |
Typically, many people call up our office asking for information on the program, availability and price.|Typically, many people call up our office asking for information on the program, availability and price. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03294.wav |
Our sales executive finds out more about the customer’s needs through skillful factfinding,|Our sales executive finds out more about the customer’s needs through skillful factfinding, | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03295.wav |
In order for professionals to maximize the revenue from a customer, they need to understand the following,|In order for professionals to maximize the revenue from a customer, they need to understand the following, | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03297.wav |
and in particular,|and in particular, | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03298.wav |
have this information on their fingertips and be able to articulate it clearly|have this information on their fingertips and be able to articulate it clearly | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03299.wav |
as they are nearing the completion of a sale:|as they are nearing the completion of a sale: | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03300.wav |
The relationship between different products that the company sells.|The relationship between different products that the company sells. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03301.wav |
If a customer typically has a need for one, what else might he be looking to buy at the same time or soon afterwards?|If a customer typically has a need for one, what else might he be looking to buy at the same time or soon afterwards? | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03302.wav |
Can the additional products be sold without hurting the first sale?|Can the additional products be sold without hurting the first sale? | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03303.wav |
Don’t assume that the customer knows your range of products. Imagine if the customer buys only fifty per cent of what he could have bought or needed,|Don’t assume that the customer knows your range of products. Imagine if the customer buys only fifty per cent of what he could have bought or needed, | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03304.wav |
then you have undersold and done a disservice to the buyer and your company.|then you have undersold and done a disservice to the buyer and your company. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03305.wav |
He may later think that you have not done your job because you did not explain what he was required to do, in order to complete the purchase.|He may later think that you have not done your job because you did not explain what he was required to do, in order to complete the purchase. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03306.wav |
Good professionals always need to think in terms of satisfying customer’s needs and wants.|Good professionals always need to think in terms of satisfying customer’s needs and wants. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03307.wav |
One should ensure that the prospect is entirely comfortable with the first purchase before offering the second one.|One should ensure that the prospect is entirely comfortable with the first purchase before offering the second one. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03308.wav |
By extending the discussion onto other products, he might even lose the first purchase.|By extending the discussion onto other products, he might even lose the first purchase. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03309.wav |
CROSS SELL|CROSS SELL | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03310.wav |
Increase the ticket size of your sale, For Example:|Increase the ticket size of your sale, For Example: | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03311.wav |
selling a superior model with greater utility at a higher price this is where the sales professional seeks to sell a different, but related product to the customer,|selling a superior model with greater utility at a higher price this is where the sales professional seeks to sell a different, but related product to the ... | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03312.wav |
alongside the first one.|alongside the first one. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03313.wav |
For example, when training programs are held in five different locations, a good professional would sell multiple locations by cross selling.|For example, when training programs are held in five different locations, a good professional would sell multiple locations by cross selling. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03314.wav |
Another example of cross selling is:|Another example of cross selling is: | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03315.wav |
‘You're really going to enjoy this bike, Mr Prospect It'll enhance your experience if you own a set of front/ rear lights and a safety helmet.|‘You're really going to enjoy this bike, Mr Prospect It'll enhance your experience if you own a set of front/ rear lights and a safety helmet. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03316.wav |
For a small investment of twenty three dollars, you would want them both, wouldn’t you? UP-SELLING:|For a small investment of twenty three dollars, you would want them both, wouldn’t you? UP-SELLING: | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03317.wav |
Increase the ticket size of your sale, For Example:|Increase the ticket size of your sale, For Example: | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03318.wav |
selling a superior model with greater utility at a higher price.|selling a superior model with greater utility at a higher price. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03319.wav |
You go to a bank to open a current account a good sales professional, after opening the current account, would offer the bank’s other services|You go to a bank to open a current account a good sales professional, after opening the current account, would offer the bank’s other services | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03320.wav |
such as safety deposit box, savings account, fixed deposit, etc.|such as safety deposit box, savings account, fixed deposit, etc. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03321.wav |
This is called up-selling.|This is called up-selling. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03322.wav |
Generally, the most appropriate time to cross sell or up-sell is immediately after you have made your first sale.|Generally, the most appropriate time to cross sell or up-sell is immediately after you have made your first sale. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03323.wav |
This is because your credibility has been established and the additional advantage comes at a very low incremental outlay.|This is because your credibility has been established and the additional advantage comes at a very low incremental outlay. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03324.wav |
Multiply your sales and create more win-win successes|Multiply your sales and create more win-win successes | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03325.wav |
by up-selling and cross selling.|by up-selling and cross selling. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03326.wav |
All good transactions are based on the principle of Win Win.|All good transactions are based on the principle of Win Win. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03328.wav |
Generally, buyers try to get the best value for money. Hence, they start by attempting to negotiate.|Generally, buyers try to get the best value for money. Hence, they start by attempting to negotiate. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03329.wav |
There is a difference between negotiation and haggling:|There is a difference between negotiation and haggling: | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03330.wav |
whereas haggling ends up being perceived by both parties, as a losing proposition.|whereas haggling ends up being perceived by both parties, as a losing proposition. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03332.wav |
It results in discontentment and sour relationships.|It results in discontentment and sour relationships. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03333.wav |
For all future dealings both parties remain permanently on guard.|For all future dealings both parties remain permanently on guard. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03334.wav |
For example, in a car sale/purchase, the sticker price is the starting point for both parties.|For example, in a car sale/purchase, the sticker price is the starting point for both parties. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03336.wav |
The buyer asks, ‘What better can you do?’ and the seller says,|The buyer asks, ‘What better can you do?’ and the seller says, | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03337.wav |
‘That is the best I can do.’ They are both testing each other and now the process starts about who is going to melt first.|‘That is the best I can do.’ They are both testing each other and now the process starts about who is going to melt first. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03338.wav |
The buyer starts by either reducing the price or asking for accessories and the seller wants to hold on,|The buyer starts by either reducing the price or asking for accessories and the seller wants to hold on, | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03339.wav |
but gives in a little.|but gives in a little. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03340.wav |
The buyer haggles and gets some more the seller haggles and gives in a little more and eventually they|The buyer haggles and gets some more the seller haggles and gives in a little more and eventually they | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03341.wav |
strike a bargain somewhere.|strike a bargain somewhere. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03342.wav |
and the seller feels he gave away too much. Both parties end up dissatisfied this is lose-lose.|and the seller feels he gave away too much. Both parties end up dissatisfied this is lose-lose. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03344.wav |
If this is the starting point, how long will this relationship last?|If this is the starting point, how long will this relationship last? | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03345.wav |
Once in Nigeria, I was doing a program for Lufthansa, which happens to be one of my clients.|Once in Nigeria, I was doing a program for Lufthansa, which happens to be one of my clients. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03346.wav |
While I was there, I went to a flea market with my host to purchase some local handicrafts.|While I was there, I went to a flea market with my host to purchase some local handicrafts. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03347.wav |
This way the vendor wouldn’t know that I liked it and he could bargain on the price favourably.|This way the vendor wouldn’t know that I liked it and he could bargain on the price favourably. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03349.wav |
The conversation went as follows: Friend: Look, we are serious about buying this product. What is your price? Vendor: hundred dollars.|The conversation went as follows: Friend: Look, we are serious about buying this product. What is your price? Vendor: hundred dollars. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03350.wav |
Friend: That is your price? Give me a better price.|Friend: That is your price? Give me a better price. | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03351.wav |
(No counter offer was made.) Vendor: Ninety-fivedollars. Friend:|(No counter offer was made.) Vendor: Ninety-fivedollars. Friend: | /home/ubuntu/vol2/Orpheus_Training/Dataset/Pinto_English/wavs/M1_chunk03352.wav |
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