Selling 101 : Anyone Can Sell!

1. "Would you like the blue T-shirt or the red one?" What type of close is this?

Trial

Assumptive

Indifference

Alternative

Silent

The alternative close gets the donor to make a choice between two or more 'yes' options.

Explanation

The alternative close gets the donor to make a choice between two or more 'yes' options.

2. Which one of these is a yes-yes customer?

“I am not donating anything. Try someone else.”

“Yes what are you selling? I don’t usually donate cash. What do you want?”

“You’re from SMU, right? Yes I heard about SMU students doing this before”

1 - no-no customer. 'Let go' these people because attempting to persuade them is a waste of time.
2 - yes-no customer. Figure out what are their concerns and address these concerns professionally.
3 - yes-yes customer. Spend more time around them for positive energy. Generally receptive.

Explanation

1 - no-no customer. 'Let go' these people because attempting to persuade them is a waste of time.
2 - yes-no customer. Figure out what are their concerns and address these concerns professionally.
3 - yes-yes customer. Spend more time around them for positive energy. Generally receptive.

3. Engaging the entire group of friends is a good way to multiply your sale.

True

False

Interact with the group and involve everyone in your pitch. Sometimes, the customer might not be as supportive of the idea, but their friends might help to persuade them to donate.

Explanation

Interact with the group and involve everyone in your pitch. Sometimes, the customer might not be as supportive of the idea, but their friends might help to persuade them to donate.

4. How do you handle objections?

Fact, Relate, Impulse

Fact, Research, Information

Accept, Remind, Talk

Acknowledge, Relate, Turnaround

Show that you understand their concerns. Relate to what other people might feel in the same situation. Turn around to regain buying impulse. Bring back the desire and interest in your offering. But try not to waste time with negative people.

Explanation

Show that you understand their concerns. Relate to what other people might feel in the same situation. Turn around to regain buying impulse. Bring back the desire and interest in your offering. But try not to waste time with negative people.

5. F.R.I stands for "Fact", "Research" and "Information". Logic is the most effective tool to persuade donors.

True

False

We do not lecture people on the subject matter. Though facts are important, It is more important to relate it back to the donors.

Explanation

We do not lecture people on the subject matter. Though facts are important, It is more important to relate it back to the donors.

6. In your closing, which of the following questions should be avoided? (You may tick multiple options.)

Do you want to buy a T-shirt?

Is it ok if I get you a size S?

Would you like to donate?

I believe you'd go for a size S?

Never ask closed Yes/No questions. Always positively assume. Take control of the conversation and naturally lead the customer to buy on impulse. 'I believe' is a magic phrase to get the donor to agree. Nod your head while asking yes-yes questions.

Explanation

Never ask closed Yes/No questions. Always positively assume. Take control of the conversation and naturally lead the customer to buy on impulse. 'I believe' is a magic phrase to get the donor to agree. Nod your head while asking yes-yes questions.

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7. Which one of these is an example of a Trial close?

"I believe you'd like a size S?"

"I believe a small contribution won't hurt your lifestyle, right?"

So... *gesture to T-shirt A, then T-shirt B* ?

"Well, I suppose it's your choice. Today's the last day that we'll be here "

"So would you go for the highest plan or something more average?"

Trial closes, also known as mid-closes, are used in the middle of your pitch for the purpose of testing buying signals and interest. Sometimes customer isn't really listening. Also to reduce chances of flat out rejection during the later close.

Explanation

Trial closes, also known as mid-closes, are used in the middle of your pitch for the purpose of testing buying signals and interest. Sometimes customer isn't really listening. Also to reduce chances of flat out rejection during the later close.

8. The more people you approach, the more sales you are able to do. Which sales concept does this refer to?

Impulse Factors

Golden Rule of Sales

Maximizing Your Territory

The Law Of Averages

Law Of Averages (LOA)
- Sales is all about the numbers.
- Focus on reaching out to as many people as you can and not let yourself get discouraged!

Impulse Factors - Make the customer make decision to buy or donate on the spot
Golden Rules - Have integrity and provide excellent service as a representative of Lions Home
Maximizing Territory - Catch lunch/break/inter-lesson time crowds and use location to your advantage

Explanation

Law Of Averages (LOA)
- Sales is all about the numbers.
- Focus on reaching out to as many people as you can and not let yourself get discouraged!

Impulse Factors - Make the customer make decision to buy or donate on the spot
Golden Rules - Have integrity and provide excellent service as a representative of Lions Home
Maximizing Territory - Catch lunch/break/inter-lesson time crowds and use location to your advantage

9. Which of these is not a GIFTS impulse factor?

Generosity / Guilt / Greed

Indifference

Fear of Loss

The Jones Theory

Sense Of Fear

Sense Of Urgency

Sense of Fear is not an impulse factor.

Apply these impulse factors to make the customer make decisions on the spot rather than putting it off until tomorrow, or another day. Use them to raise the customer's level of interest.

Additional note : Greed is more relevant to commercial items, such as our T-shirts. Focus on how much the customer can save rather than how much the thing costs. Generosity/Guilt appeals more to our charitable cause.

Explanation

Sense of Fear is not an impulse factor.

Apply these impulse factors to make the customer make decisions on the spot rather than putting it off until tomorrow, or another day. Use them to raise the customer's level of interest.

Additional note : Greed is more relevant to commercial items, such as our T-shirts. Focus on how much the customer can save rather than how much the thing costs. Generosity/Guilt appeals more to our charitable cause.

10. Which one of the following is false for writing receipts?

Spell out “Ten dollars only” instead of writing it out as “$10” at the the column “The sum of dollars”.

I should sign at the bottom right of the receipt after issuing it.

Donations to Lions Befriender does not need to be included in the receipt

I should write the date in form DD/M/YY. I.e 12/3/14 or 13/3/14

The correct answer is "I should sign at the bottom right of the receipt after issuing it." This statement is false because the correct practice is to sign at the bottom left of the receipt after issuing it.

Explanation

The correct answer is "I should sign at the bottom right of the receipt after issuing it." This statement is false because the correct practice is to sign at the bottom left of the receipt after issuing it.

11. Put the following steps of a sales pitch in order.

Step 1

Step 2

Step 3

Step 4

Step 5

Do not skip steps or side track. Stick to the 5-step structure of the presentation. If the donor interrupts, pause, and then continue where you left off. Take control and lead the conversation though the 5-step structure. The best way to handle interruptions is to just say "sure", "i understand", "definitely", "no problem" etc. and continue where you left off.

Also, S.E.E. Smile, Eye Contact, Enthusiasm in your introduction reduces your chances of rejection even before beginning your pitch. Even if you're not used to it, force an exaggerated speech tonality. It is possible to be mindful of situations (e.g. 5th floor versus outside Koufu) while practising S.E.E., be professional yet friendly.

Explanation

Do not skip steps or side track. Stick to the 5-step structure of the presentation. If the donor interrupts, pause, and then continue where you left off. Take control and lead the conversation though the 5-step structure. The best way to handle interruptions is to just say "sure", "i understand", "definitely", "no problem" etc. and continue where you left off.

Also, S.E.E. Smile, Eye Contact, Enthusiasm in your introduction reduces your chances of rejection even before beginning your pitch. Even if you're not used to it, force an exaggerated speech tonality. It is possible to be mindful of situations (e.g. 5th floor versus outside Koufu) while practising S.E.E., be professional yet friendly.

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