Learn the importance of initiate selling and money

What is your attitude of initiating selling and money?

What do customers have to go through before reaching our outlets?

Dress-up Drive to TMpoint Finding the outlet Parking

After all that they have to go through, they still enter the outlet Why are we not utilizing customers visit fully? Why are we not responding to them, start selling to them?

How can we get more from these customers?

Where are the opportunities to initiate selling?

At application counter

While waiting
At payment counter

Why we initiate selling at payment counter?

Would you consider subscribing to any of our services if our staff promotes them whilst you are doing payment?

No 29%

Yes 71%

Majority are willing to consider subscribing!

See how much we can get if we initiate selling Payment at payment counter?

Walk-in for payment 1641 customers Initiate selling 678 customers (41%) 41 NI (3%) 4 upgrade

See how much we can get if we initiate selling at non-payment counter?

Nonpayment

Walk-in for application 231 customers Initiate selling 136 customers (59%) 81 NI (35%) 3 upgrade

Selling to more than one segments product is also possible

1 customer More than 1 product, cross to other segments

Before we sell, let us first understand the customers

What customer wants?

Physical or Outlook Satisfaction Good Relationship Time Career Financial Status Contribution

Physical / outlook
People judge others and the store within 11 seconds Well-laid store layout

Enthusiastic, helpful, smiling people

Satisfied customers, if published, will encourage others to know more about your outlet Share satisfied customers photos in the outlet
Share satisfied customers feedback in your twitter or facebook Make customer satisfied

Make customers satisfied

Customers want good relationship and to be connected with others

Connect with your customers

Open the conversation with a big smile

Start with how can I help you today

Reuse the words of your customer to instantly create great rapport

Customers wants good relationship and to be connected with others

Share how broadband can help to connect them with others With broadband, you can :

Today, how many people that we are connected with?

How many are we seeing and conversing?

Connect to your friends everyday, free

Share your hobbies and latest developments

Customers today want things to be faster

People will beat us if we are slow be fast to grab opportunities
Broadband provides us the opportunity to save time! Get it at the click of a button!
Online ticket booking
No more queuing hassle! Be there only at movie time More time to do window shopping

Online check in

Avoid late check in No need to rush to the airport No queuing hassle

Video conference
Shorten travel time Can do many meetings one after another More productive

Online shopping
More choices at the click of a button No need to travel to different places to compare and shop Faster time to shop

Career and financial are important to customers

If you stop learning, you stop growing. If you stop growing, you are dead

Many people use online to uplift their career How can broadband help improve customers career?
Online tutoring Online survey

We must educate the customers that if they do not connect to internet, they are losing out in their career Internet opens the door to the worlds largest library, and professional networks

Online learning

Linkedin

Career and financial are important to customers

Many customers are interested to improve and grow their business Without online, it is difficult to do business Without broadband, we are out of space Business blogs Online shops

Facebook

Contribution is about helping others So when people come it at TMpoint or TAD, what is our role?

or

Not my problem

I want to help you?

We are problem solver, we connect customers to the world !

Contribution Every moment count we will not live too long in this world How many people have we served?

It is not about selling, but about serving others. Saving their cost of living with online Closing up the relationship Changing their living standard through online learning

Learn how do we sell to residential customers

What are our residential products?

How do we sell to customers?

1 Connections Interview

3 Agreement on needs

4 Promote the solution

5 Overcome objections

Close the deal

Consider the mind of the customer as well when building rapport

Mind of TMpoint sales professional No rapport, no right to sell Mind of the customers Make me feel important Stop bragging about your product or company Not yet!

Start with
Hi xxx, thanks for coming here How can I help you today?
Use their name Have eye contact Say it with confidence SMILE

Be charming Promote good feelings to the customer I like your your thinking your smile your ideas your energy your document

Say it with confidence SMILE

How do we sell to customers?

1 Connections Interview

3 Agreement on needs

4 Promote the solution

5 Overcome objections

Close the deal

The mind of the sales professional

The mind of the customer

I need to get my customer to talk When she is talking, she is buying

I want to talk I want to tell you my needs I buy for my own reason, not yours So ask me Appeal to my buying buttons

If she can summarize, she is a PRO

The interview script

In order for me to share with you the best package that suits you, please allow me to ask you a few questions. Is that all right with you? Do you have any children? What is most important to you? What are you looking for? What do you want most in your communication service? What you dont want in your communication service?

Example of needs

Fast speed

Career growth

Family connection

Entertainment More time to do things

Be committed to understand current needs of customer Today, how does your customer feel about TM? Does he have enough speed, bandwidth application, stop pushing products Interview customer

How do we sell to customers?

1 Connections Interview

3 Agreement on needs

4 Promote the solution

5 Overcome objections

Close the deal

The mind of the sales professional

The mind of the customer

If I can summarize, it shows that I care about her needs If I do this right, 75% of the sale is done

Did you really understand all of my needs? Hmmm, if she can summarize, then she is listening to me. She is a pro. She can help me

Ensure that you and the customers are thinking alike

The script
As I understand it, you are interested in ________, __________ and __________ Is that correct?

Connection Interview

Agreement on need

4 Then only

promote the solution to fill the needs

How do we sell to customers?

1 Connections Interview

3 Agreement on needs

4 Promote the solution

5 Overcome objections

Close the deal

What can we say to them?

What can we share with them?

What else can we say to them?

What else can we say to them?

Connect and build relationship

Helping you grow your business

Business blogs Online shops

Facebook

Save your time

Online booking / check in VC

What else can we say to them?

What else can we say to them?

Compare, compare, compare

Apalah sangat jika nak dibandingkan 21 sen sejam dengan ..
Peluang untuk akses perpustakaan terbesar didunia untuk memantapkan career anda Peluang untuk mendapat untung dalam business dengan facebook, online shopping, blog Dapat tengok anak depan mata, sebab anak tak perlu pergi cyber caf untuk akses internet buat kerja sekolah. Mana lebih baik, satu rumah dapat di WiFikan dan anak2 depan mata, atau jimat 21 sen sejam?

Peluang untuk menyentuh jiwa girlfriend anda dengan free

Peluang untuk memberikan anak anda pelajaran dan masa depan yang lebih cerah melalui online learning

Peluang untuk mendapatkan pekerjaan yang lebih baik, melalui linked in

Compare, compare, compare

Show them what they are losing by not subscribing. Relate to their needs

Now, you repeat and share the comparison

Use the pitch card or brochure

Let customers hold the card / brochure Position body side by side with customer You hold the pen and show from para to para

Be convincing to your customers They want to be appreciated and feel important Be prepared and laugh gently with your interesting customers Positive energy

How do we sell to customers?

1 Connections Interview

3 Agreement on needs

4 Promote the solution

5 Overcome objections

Close the deal

Customers love to say no and see what you do

Think of the right strategy to overcome objection while maintaining the relationship in the selling process
To be No. 1 in sales, must be No. 1 in building relationship No rapport, no right to sell

5 hidden weapon to overcome objection

G I F

Greed Wanting something for free

Indifference Ill think about it

Fear of loss Fear of losing the chance to get it

T
S

The James Theory People love to follow the crowd, afraid to be left behind

Sense of urgency Creation of sense of urgency

GIFTS in action

Indifference Ill think about it

Senyum. Then say Terpulang pada abang. Abang fikir dululah. At the end of the day, sebab saya tak rugi apaapa. Abang yang rugi sebab miss the chance untuk connect to the world. Biar saya terangkan sekali lagi apa yang abang rugi (and share semula reason to buy). Tapi kalau saya jadi abang, saya mesti ambil sekarang sebab .

Greed Wanting something for free Free calls seluruh keturunan, semua boleh access internet dalam RM 0.33 per hour

GIFTS in action
Fear of loss Fear of losing the chance to get it
Kitorang tengah upgrade, and tinggal 4 orang aje yang boleh dapat. Or tinggal 20 port aje lagi. Or hari ini sahaja saya ada, kalau tak abang kena datang lagi, parking, bazir masa, hanya untuk sign up

The James Theory People love to follow the crowd, afraid to be left behind Ramai orang yang dah upgrade, abang aje yang masih belum subscribe

Sense of urgency Creation of sense of urgency We never know what will happen tomorrow, you may lose the chance to get your kids connected

How do we sell to customers?

1 Connections Interview

3 Agreement on needs

4 Promote the solution

5 Overcome objections

6 Close the deal

The mind of the sales professional

I dare to take the risk to properly seal the deal by helping the customer make a passionate decision The customer can quickly enjoy the benefits of the services that I have professionally presented

The mind of the customer

I feel great and happy to experience the wonderful possibilities in my life coming from this service that she is offering me

I am very excited to get my customers to own my products and service now! I feel good closing the deal

Show the customer that other people is interested in the product

Let the customer know that they are not the early adopter but running the danger of being in the late majority The last few to have it before it gets outdated or sold out Abang, Cuma tinggal beberapa port aja kat sini. Ramai yang dah pasang kat kawasan ini. Bila abang nak saya hantarkan orang untuk pasang di rumah abang?

Lets see how it is done?

Hi, thanks for coming here How can I help you today?

Im just interested to look around

Sure, would be glad to assist you. By the way, can I know how may I address you?

You can call me Anna

Yeah, sure

You have a nice name, Anna. By the way, in order for me to share with you the best package that suits you, please allow me to ask you a few questions. Is that all right with you? So, Anna, what are your interests?

I would say I love travelling, shopping and connecting with my friends

Shopping is nice. It provides that retail therapy. What else would you love to do?

I dont know, maybe thats just about it

Sure, no problem. If I may, let me summarize, you are interesting in shopping, travelling and connecting with your friends? I have just the right package for you. It is called UniFi. It helps to serve your needs to connect with your friends. With unlimited speed, you can connect with your friends at twitter, facebook and skype. You can also compare online deals at many online shops. How would that fancy you?

Yeah, thats it

That sounds interesting

Not only that, you also get free calls nationwide to all calls to fixed line

Okay, but that does not excite me much

Yeah, I think so. But maybe better if I go back and think first

Well, I understand. Whats great about this package is that it helps you get connected with your friends and allow you to shop till you drop! You also get free equipment worth RM 1,000! Quite a deal huh? I understand. Its up to you Anna, you may think first. But if I were you Anna, I would not want to miss it for the world. Imagine, with just 21 cent per hour, you get the chance to chat with your friends, shopping and explore the places that you wish to go, just in a click. And you can check in online, book hotels at your own comfort. And, theres only three ports left in this area. You may miss the chance to get connected if you think first

Okay, Ill take it

Would you want the fast speed or fastest speed. The difference is only 38 cent per hour. Or an additional RM 100 per month I think Ill stick to the fast speed first Sure. When would you want me to send this fabulous service to your house? Lets make it Thursday Okay. By the way, here is your form. I have filled in your details, you just need to sign here and here.

Only explain the T & C after customer have signed in

Role Play - At the end of session, we

would be able to see:
1. How you can convert the visitors into a buyer? Or for visitors who had intention to buy products from you, how you manage to up sell/cross sell based on the needs analysis?

2.

Now you try it

Now you try to do it end to end From connection to closing