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The Psychology Of Selling, Part 2 of 2

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A look at the effective use when replacing negative language with positive language in our conversations. Also, discussing "What is Selling?" and how our words create a mental picture for the customer through out the buying cycle.

Materials: Flip Chart, Open Mind
Time Needed: 25-30 minutes
SME #2

Review (5 minutes)

• Ask the group about any successes they’ve had in the past week with sticking to the “Sellers Plan”. Discuss with group.

Selling is Words and Phrases - (3 Minutes)

• Introduce the topic by asking the group if they see the importance in using positive language vs negative language. Express to the group that a positive mental picture can be derived through the words they choose to speak.

Breakout – (10 Minutes)

• In small groups ask them to come up with words they are using now that may be negative and ask them to replace them with ones that are positive. Have the group record their ideas to present aloud at the end of the breakout session. If they struggle to get going give them the first two on the list below.
• Call the groups back and have one person from each group present their ideas. On the flipchart list the ones the group agrees on like:

Negative Positive
Asking Price
I’m Sorry               
Monthly Investment
Initial Investment
Current Market Value
Forgive Me
Previously Enjoyed


What is Selling? - (7 Minutes)

• Ask the group “what is selling?” On the flip chart write down their suggestions that the group agree on.
• If they miss them add to the list:

• Selling is leading through questions and control.
• A good deal or good value is a state of mind and involves much more than just price
• A justified price is when a customer sees value equal to the price.
• Attitude, Commitment, Teamwork = A Sales Professional
• Professional Selling Requires Belief in Yourself, Your Dealership, & Your Product.
• Organization! Of Time and Activities. A salesperson must stay sharp to stay effective!
• Begin with the end in mind. Visualize the desired outcome. Which is a successful sale and a satisfied customer.

Coaching & Conclusion (4 minutes)

• Ask everyone to commit to keeping in mind the importance of the words they use during dealings with potential customers.
• Ask everyone to commit to trying to use more positive language during the week and to note the changes that take place in their performance.
• Impress upon the staff that if they are having trouble with the new words or aren’t feeling comfortable to come to you to do some role playing during the week.
• Leave them with the following quote,

“Whether You Think You Can Or You Think You Can’t….
You’re Right!”

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