p36-37 frontline Mar5 9/3/10 16:48 Page 37
ttglive.com
sales techniques knowledge
in the historical side of Egypt, aren’t you?”.
“It shows you appreciate what they are 4
A young couple asks you to together to plant ideas.” But Blake admits
describe the resort of Palma Nova it is a form of trickery and insists a good
feeling, and helps to build rapport,” he says. Should you: sales attitude is also paramount.
A: Start by saying: “You can go to a different
2
A woman says: “I saw an advert nightclub every night, and it sounds like you
for Greece; can you show me what would love the watersports because you’re 6
A client is worried about
drinking water and security
hotels you have?” active people”? on their upcoming African holiday
Should you: B: Briefly list the activities on offer? Should you:
A: Direct her to the brochures and say: C: Say: “You will be well-rewarded for A: Say you will get the answers to their
“Flick through these to get a feel for the choosing to participate in an Atol-protected concerns when you have a minute?
accommodation”? holiday package to this celebrated resort”? B: Say: “Don’t be silly, security isn’t an
B: Say to her: “I’ll tell you about some of the issue and just drink bottled water”?
best ones. I hear Greek Carnival is bigger Answer – A: Blake says it is important to C: Say: “There is no need to worry. For 25
than ever this year”? sound natural because clients first have to years customers have always come back
C: Say: “You’ll see some beautiful hotels buy into you as a person; avoid the “black and said how safe they felt, and hotels give
in our new brochure,” and point out the dot” disease – talking in bullet points. you bottled water in the room”?
photographs? “Also, people like to take in information at a
level lower than their intelligence,” he says. Answer - C: Avoid belittling phrases the
Answer – C: Neuro-linguistic programming “Common language is very attractive to customer will resent and keep to positive
teaches that most people rely on their clients because they appreciate you helping commands instead of negative ones such
vision to judge, while others are driven them understand things you do all day. For as “don’t”. Listeners can be left with nega-
by their sense of touch or hearing. example, if someone tells you he is a zoolo- tivity when asked not to do something.
You should pick up on the sensory gist, you switch off, whereas if he simply
descriptions people use and respond in t says he works with dolphins, you feel more
heir preferred language. open to communicate.” 7
A man is close to booking an
all-inclusive cruise but you are
This woman said “saw” and “show” so worried he might back out
she is a visual person. Giving pictures and
asking her to “see” demonstrates you are 5
An indecisive customer is torn Should you:
between Madrid and Barcelona, A: Tell him to peruse the brochure again
thinking in her terms. but you know the latter would suit and call back when he’s thought about it?
Sales expert Jeremy Blake of Reality them more B: Say to him: “Look at the saving you will
Training explains: “Holidays are intangible Should you: make, then decide which cabin you want
so ask questions that reveal the customer’s A: Make a list of pros and cons for each to book”?
feelings. Good visual questions include: destination? C: Say: “Mull over the options, consider the
‘What would you be doing on holiday right B: Say: “I’ll run the tour options by you islands you want to visit, calculate what
now?’ Or, ‘what memories do you want to again. The bike tour of Barcelona is brilliant you can spend, then re-evaluate”?
bring back?’”. fun if you’re on your own, and if you book
today I can get you a bargain price”? Answer – B: Using action words such as
3
A mother asks: “Can you tell me C: Tell them: “Madrid’s great but I think you “look” and “decide” as clear commands
about the Florida theme parks? would love Barcelona”? encourage activity like a mental rehearsal
I’ve heard there are family discounts” of what you want them to do. People react
Should you: Answer – B: Repeating words and sounds better if they are not overloaded with
A: Give her your Attraction World leaflet can send subliminal commands. In this instructions. Response B also presupposes
to read? example, words with “b” sounds, plus the that the man will book, suggesting you are
B: Tell a story about another client who rhyme of own/-ona, would encourage them trusted with similar bookings every day.
takes their kids every year? to have Barcelona at the front of their mind.
C: Direct her to the website and go for Blake says: “We talk about Derren Brown ■ Let us know if these techniques work
a coffee? in our training and the way he links sounds for you – email ohemmings@ttglive.com
Answer – B: You should have picked up
that your client is an auditory person who HOW DID YOU SCORE?
prefers to hear and be told how things are.
A kinesthetic person, who learns by “doing”, 0-2 Judging by your sales chat it’s time to sign up for Derren Brown’s boot camp.
would be more likely to enjoy an 3-5 You’re a smooth talker; a little more practice and you’ll never lose a sale.
interactive approach. 6-7 Your savvy spiel makes you a selling machine.
Crowe says: “Descriptions work really
well with people who like to hear about To learn more about sales techniques, visit For more information on neuro-linguistic
things; they also really like eye contact. ■ simoncrowe.com techniques for business, visit
Kinesthetic people might like to have ■ realitytraining.co.uk ■ beyondthebox.co.uk
something to take away.”
12.03.2010 37
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64