Selling is a skill that should not be limited to sales staff. Customer service, or other support staff, could all benefit from developing an awareness of and an ability to sell to customers. Also, the opportunity for developing those skills should not be limited to sales training workshops. Here, at last, is a mix of over 80 games, exercises and ideas that can be used to develop sales, customer service and other staff. They range from simple ’skill boosters’ for coaching sessions or team meetings, through icebreakers, energizers and selling quizzes to full blown role plays and case studies. The principle at the heart of all the material is that games and exercises should be generic - transferable across different organizations and sales situations - and that they should use an 'open content' approach. This means that participants must supply their own examples and experiences, to make the material immediately and completely relevant. This collection of games and exercises will enable sales managers or trainers to: ¢ develop their people with confidence, secure in the knowledge that all of the material has been thoroughly road-tested on courses and seminars; ¢ ensure a flexible approach, varying their pace or style in response to the subject matter and their audience; ¢ reinforce the learning, using different formats of exercise to cover the same learning points; ¢ train (rather than talk), using the material to encourage people to start using what they already know.
Table of Contents
Contents: Introduction; Summary of games; Ice-breakers and Energizers: Gift of the gab; Personal introductions with a twist; Three-letter words; Acronym quiz; Human bingo; Jargon quiz; Three things in common; Cricket Practice; Ten questions about you; Sales graffiti; Euroland quiz; Subject Breakers: Helping buyers to buy; Sales presentation - do’s and don'ts; Customer-focused selling; Cold calling blues!; The sales factory; Who or what won the sale?; Nothing happens until someone sells something; Models and Methods: Setting your own goals; Key questioning skills; Selling benefits; Most common objections; Closing questions; Pipeline planning; Customer fact-find; Selling by telephone; Rent payers and sleeping giants; The John Todd formula; Quizzes and Questionnaires: Product knowledge; Company knowledge; Presentation skills; Questioning skills; Rapport-building; Objection handling; Sales time management; Prospecting; Group Energizers: Discussion group; What do you like about selling?; The easiest job in the world!; Personal sales history; Pirate raid; My greatest sale; My worst sales appointment; Top five sales qualities; Selling paper clips; Wordsearches and crossword; Problem-solving and Planning: Boss for a day; Who killed the sale?; Cost-effective PR; SWOT analysis; Sales improvement brainstorm; Referral planning; The sales doctor; Persuasive writing skills 1; Persuasive writing skills 2; Preparing for a sales call; Role Plays, Practice Sessions and Case Studies: Appointment making; Thirty-second presentations; Chance encounter; Negotiation skills; Needs analysis ; Think positive!; The big presentation; Telling is not selling; Presenting with power; Closing and trial closing; Skill Boosters: Buying signals; Closing questions; Sales success formula: E=MC2; Increasing order size; Follow up; Sales pipeline; Referrals; Time wasters; How to double your sales; Success definition; Goal setting; Lost sales opportunity; Best customers; Thirty-second presentation; Prepara
Graham Roberts-Phelps has been designing and delivering high quality health and safety courses, and sales, management and personal development programmes for many years. As a training consultant and Director of 80/20 Training Limited, he has worked with companies of all sizes and across all industries. Graham is a prolific author whose books and manuals include 90 Brain Teasers for Trainers, Flip Chart Games for Trainers, Training Event Planning Guide and a series of ten Health and Safety Workbooks, all published by Gower, as well as his own series of self-published looseleaf training manuals on health and safety.
'If you are seeking an extensive selection of sales activities for sales, customer services or marketing programmes, this collection will supply most of what you need.' TrainingZONE, January 2000 'This is a useful manual of various types of exercise which could be used in most sales training sessions ... I would recommend this book as a valuable addition to the sales trainer's library.' Winning Business, May 2000