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- 1. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing 6 Step of Sales A step by step guide to understand REALME sales processes.
- 2. Step1 Rechecking Preparation Following Pre Sales Preparation needs to do by the advisor- Self Appearance Store Appearance Knowledge & Skills Attitude Interpersonal Relationship Management Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 3. Self Appearance A B Black or dark coloured Hair, above ears & well combed. Basic skin care and keep face clean and smooth, Use light deodorant/perfume for men Male Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 4. A B Self Appearance Long hairs in ponytail or bun. Short hairs shall be combed. Black or natural colours, no exaggerated colours. Keep the nails clean, no long nails. No exaggerated nail colours. Brushing teeth regularly & avoid odour. Wear realme T-Shirt or Sweater with Black or Dark Blue jeans or trousers Use cream/foundation to avoid dryness on face. Use eyeliner & kajal to make your eyes look attractive. Use light and natural lipsticks Female Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 5. Store Appearance Store appearance plays a vital role in customer decision making process for a particular brand or product. Few of the important elements of stores are- realme Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 6. StoreAppearance Keep POP Material clean and on its own place. Counter must be neat, clean and well maintained. prepare the counter everyday in the morning. Manage Product Portfolio properly Make stock tidy and Clean boxes everyday. Keep dummy at handy place. Keep demo phone properly charged & keep demo mode running. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 7. Skills & Knowledge Explain the product Features & functions Example: Battery Charging Technology (Dart / Super Dart) 1 Explain the advantages of the features Example: How fast & safe it is from Competition Devices 2 What are the benefits that customers get from advantages Example: How it can benefit the customer, specially in emergency conditions 3 Make the customers experience the features and product Example: Demonstrate the feature with the help of live demos, videos etc. 4 Summarize the advantages & benefit of products Example: Briefly summarize the customer about the Battery Charging Technology 5 Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 8. FABES Method (Feature I Advantage I Benefit I Experience I Summarize 133N Method (1 Sentence I 3 Strength of our Product I 3 Weakness of Comp Product I N Other Features). Key Selling Points Competition Knowledge Combo Selling Technique Upselling Technique Offers & Schemes Basic Knowledge of Technology RA has to keep himself updated about all running products of realme. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 9. Attitude Attitude is our way of thinking or feeling about something. It’s the way in which we see things or drive our actions in different situations. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 10. How does Bad Attitude impact our Daily Life: Reduces Motivation. Blame, Complaints & Frustrations. Trust issues. Broken Relationships. To keep a positive attitude at work: Surround yourself with positive people & Fill your mind with positive inputs. Control your language. Create a routine for the day. Be nice to other people. Assume responsibility and choose your response. Stop complaining. Be curious and embrace learning. Look to long-term instead of short-term. Attitude Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 11. Interpersonal Relationship Management? Relationship Management is the way in which two or more people or things are connected. Relationship Management benefits- Increase Productivity Improve Team Work Improve Team Moral build the Culture Of Care. Success Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 12. “A proper greeting is the first impression towards a good start with a customer. It creates a common ground to present a product. Always try to be the first one to greet the customer. The proper greeting will make customers feel welcomed and valued. “ Step2 Earn Customer With Greeting Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 13. Language Use Simple Language The language that you use can totally change the message that is being given to the customers Language barrier can always be a threat to communication hence the language used to communicate must be simple & easy to understand Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 14. ToneOfVoice Throughout the communication the most important factor that has to be taken care is the tone of the speaker. The tone used while communicating changes the entire meaning of the communication. A simple answer to a query of customer can sound rude or aggressive. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 15. BodyLanguage Body language needs to go along with the communication. Looking bored or uninterested doesn’t give the right impression to customers. Dealing with customers in a confident manner will make look things more professional. Always maintain the positive body language. Smiling and Energetic. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 16. Eye-Contact Always make eye contact with the customers when you are talking to them. This will make you appear interested in what they are saying. Eye contact while communicating builds trust and confidence in the mind of the customers. Makes you more approachable and friendly. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 17. Smile Nobody wants to be served by a RA who looks serious angry or uninterested. Customer wants to feel welcome and at a right place for their need. Smile engraves confidence in the customer and makes them positive initially. Smile is one of the best mode of communicating with the customers at the first instant Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 18. Step3 Ask To Find Needs “Constantly talking isn’t necessarily communicating.” Effective Communication EARS Method Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 19. Effective Communication Communication is the process of sending and receiving messages through Verbal and non-verbal means. Effective Communication is defined as the ability to convey information to another effectively and efficiently. Communication is not communication until it is effective and is backed up by a feedback. Verbal Communication Greeting I Probing I Listening Skills Non-Verbal Communication Grooming I Facial Expressions I Posture Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 20. EARS Method In order to have effective communication with the customer to Qualify for sales, the realme RA should follow certain guidelines E A R S Explore by asking questions Affirm to show you’re listening Reflect your understanding Silence when listening Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 21. Step4 Lively Presentation The customer only makes the purchase decision, based on emotions which comes from the benefits that a particular feature derives. Presentation involves perceived value & return on investment. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 22. Effective Communication A value proposition is a statement that answers the 'why' someone should do Purchase from you. It should convince a potential customer why your product will be of more value to them than similar offerings from your competition. Competition research- How are you different from your competition? Market trends- Trend of TWS these days. Know your customer- Understand the features they need. Product vision- realme - The Tech Trendsetter Brand. Product core competencies- How is our offering superior to that of the competition? Validate the value delivered- Relate the benefits with their needs & requirements. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 23. Benefit Selling A value proposition is a statement that answers the 'why' someone should do Purchase from you. It should convince a potential customer why your product will be of more value to them than similar offerings from your competition. Competition research- How are you different from your competition? Market trends- Trend of TWS these days. Know your customer- Understand the features they need. Product vision- realme - The Tech Trendsetter Brand. Product core competencies- How is our offering superior to that of the competition? Validate the value delivered- Relate the benefits with their needs & requirements. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 24. FABES Explain the product Features & functions Example: Battery Charging Technology (Dart / Super Dart) 1 Explain the advantages of the features Example: How fast & safe it is from Competition Devices 2 What are the benefits that customers get from advantages Example: How it can benefit the customer, specially in emergency conditions 3 Make the customers experience the features and product Example: Demonstrate the feature with the help of live demos, videos etc. 4 Summarize the advantages & benefit of products Example: Briefly summarize the customer about the Battery Charging Technology 5 Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 25. 1 3 3 N One Sentence of each Product. E.g.- “Welcome to experience the best curved display smartphone, realme 11Pro+ 5G with Curved Vision Display and 200MP Camera.” Top 3 Strongest Features of Each Product. E.g.- 1. 200MP Superzoom Camera 2. Curved Vision Display 3. 100W SUPERVOOC Charge. Top 3 Weak Features of Competition Product. E.g.- 1. XYZ Camera in Product A. 2. XYZ Display in Product A. 3. XYZ Charger in Product A. N- N number of other features of realme. E.g.- Dolby Atmos Stereo Speakers, Premium Vegan Leather Design, 32MP Selfie Camera, Dimensity 7050 5G Processor, up-to 12GB Dynamic Ram Expansion etc Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 26. Conversion Tips Customer conversion is the number of customer purchasing the product from the number of customers who visited the store. Conversion is art of persuading customer’s to buy the product matching their needs & requirements TIP #1- Value proposition TIP #2- Benefit selling TIP # 3- Brand value TIP #4- Confidence Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 27. Step 5Manage Objection “Sales objections can be defined as statements or questions raised by the Customer.” The most common objections of customers based on: Prices I Products I Services I Company I Competition Methods- APACT I BOOMRANG I Feel, Felt, Found Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 28. APACT A– Acknowledge Always listen to your customer Listen not from your ears but also from your eyes Observe body Language Don't interrupt! Always appraise their views / feeling P- Probe ask relevant question and isolate the objection to make sure it's the REAL objection. Use “Why”- Because you get more Answers to play with customer’s Mind. A- Answer Use R-E-S-T method. R – Restate the Question. E – Explain your answer with word “Because” to give a reason for your answer. S – Support from the text using specific evidence, details or examples. T – Ta-Da!! Include final closing sentence that “WOW”s the customer. Answer in a polite manner. C- Confirm Always confirm if the solution offered is acceptable. Good Sales People always confirm their answer. Never assume what you said is sufficient. T- Transition Ask For the Deal! Surprisingly, majority of Sales people don’t ask for the deal & end up losing a potential customer. Use effective product presentation. Always appreciate customer choice Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 29. Technique- First empathize with them, telling them that you understand how they feel. Then tell them about somebody who felt the same way. Then tell them how that other person found that things were not so bad and that when they did what you want the buyer to do they found that it was actually a very good thing to do. How it works- By empathizing with how they feel, you are building harmony with them to create rapport. When you talk about how somebody else felt, you move the focus to a more objective place which they are likely to trust more. This also makes them a part of a group such that they do not feel alone. Example:- Customer- Is realme handsets user friendly? realme RA- I understand you feel about that. Many other have felt the same way. I know how you feel that. I had a person in here yesterday who felt the same when they first looked at it. But when they tried it, they found that it was so easy to operate in comparison with other brands. FEEL, FELT, FOUND Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 30. BOOMRANG- Translation Method Technique- • When people object, turn them around by using what they say to prove that they are wrong. • Use their own objection as a reason like a boomerang, so they go around in a circle and come back to persuade them. • It translate the objection into a reason in favor of purchase. Example- Customer- Price is too High realm RA- Yes, it is expensive, but I don't think you would want to buy yourself a cheap phone. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 31. Step6Effective Closing Selling is directly related to the number of interaction a sales person does with the customers. The more you talk to customers the probability of selling more increases automatically. “Closing is a sales term which refers to the process of making a sale.” “Customer retention refers to a company's ability to turn customers into repeat buyers and prevent them from switching to a competitor.“ Buy NOT Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 32. Closing Tips Focus on Verbal & Non Verbal buying signals Thank the shopper for buying the product Handle financial issues and paper work Offer useful information Some Scripted Examples- 1. Guide the customer to resting table Check the appearance of the phone and the number of accessories. Before Checking: “Sir/Ma‘am, This is the new phone just taken from the warehouse for you, now I will help you to test it.” While checking the outer appearance: “Please check the appearance, if there is no problem, let me turn on the phone to let you try.” While checking the accessories: “This is earphone, data cables, chargers, Please check.” While supporting them in transferring the old Phone’s data to new one: “Sir/Mam, would you like me to transferring your old Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 33. Closing Tips 2. GUIDE TO THE CASHIER Use the correct etiquette gesture guide the customers to the cashier Use Standard Words: “Sir/Ma‘am, please pay your money here.” Say it aloud when receiving and paying “Sir/Ma‘am, will you pay by Cash or Card? The price of the mobile phone / product you bought is XXX, accessories XXX, & altogether XXX. You have given XXX, your balance change would be XXX Kindly check the change / please check your credit card amount. Get the cash first & then make a bill, so that there is no confusion later on. Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 34. Customer Retention Customer retention refers to a company's ability to turn customers into repeat buyers and prevent them from switching to a competitor. The goal of customer retention programs is to help businesses and companies retain as many customers as possible, often through customer loyalty and brand loyalty initiatives. Tips to Retain Customer Be their SPOC (Single Point Of Contact) Keep their contact info with you Make them feel special Keep them informed about new devices Keep them updated on offers and promotions Ask for Feedback Deliver exceptional customer service Don’t always defend Rechecking Preparation Earn Customer With Greeting Ask To Find Needs Lively Presentation Manage Objection Effective Closing
- 35. 1. Rechecking Preparation Following Pre Sales Preparation needs to do by the advisor- Self Appearance Store Appearance Knowledge & Skills Attitude Interpersonal Relationship Management 2. Earn Customer with Greeting “A proper greeting is the first impression towards a good start with a customer. It creates a common ground to present a product. Always try to be the first one to greet the customer. The proper greeting will make customers feel welcomed and valued. “ 3. Ask Find To Needs “Constantly talking isn’t necessarily Communicating.” Effective Communication EARS Method 4. Lively Presentation “The customer only makes the purchase decision, based on emotions which comes from the benefits that a particular feature derives. Presentation involves perceived value & return on investment.” 5. Manage Objection “Sales objections can be defined as statements or questions raised by the Customer.” The most common objections of customers based on: Prices I Products I Services I Company I Competition Methods- APACT I BOOMRANG I Feel, Felt, Found 6. Effective Closing “Closing is a sales term which refers to the process of making a sale.” “Customer retention refers to a company's ability to turn customers into repeat buyers and prevent them from switching to a competitor.“ 6 Step of Sales A step by step guide to understand REALME sales processes.