Ron McFarlandの Personal Journey (9-i): Business Trip - West Malaysia

West Malaysia Sales Management

In July 1986, I gave my first sales management seminar. The dealership sales manager is the head of the sales department. His function is to build the entire sales force in the dealership. He hires, trains and supervises his sales staff’s daily activities. I have found this seminar my most enjoyable, and I will talk about it later. Like Turkey, Malaysia is a country that was one of my greatest success stories, and I traveled there repeatedly over the years.

West Malaysia (ACM)

Ron McFarlandの Personal Journey (9-h): Business Trip - Stopover in Germany

Stopover in Germany

本当かな？でも、こういうこともなくちゃね。
From Turkey, I was to go to West Malaysia, but they did not want me to come too soon. So, believe it or not, for six days I just goofed around in Germany where I was to transfer planes.

I took a boat tour down the Rein River looking at castles and viewing the wine country of Germany. On the boat I met a German man who spent most of his life living in Colorado in the United States and two Japanese girls who could not speak English.

So, linguistically we were set for the day. The German man spoke German and English, and I speak English and Japanese, so the four of us could communicate on about anything, as we toured along.

Our day started in the morning and went right into the night. As the evening set in the German man decided he wanted to make a pass at one of the Japanese girls, and I was the interpreter. I had a hell of a time explaining that one.

All in all it was one of my most memorable trips. On top of that, I was paid full time for staying in a 5-star hotel the whole time.

In the evening on one of those six nights, I went to the bar and watch the final of the soccer World Cup. It was between Germany and Argentina. As you can imagine, I could hardly root for Argentina, sitting in the middle of the German Heartland. It was a wonderful experience.

< On the German Rein River touring castle and the wine country >

Ron McFarlandの Personal Journey (9-g): Business Trip - Turkey

Turkey training

Two months after the Middle East trip, in June, 1986 I gave my first seminar in Turkey.

I learned they had very old person-to-person sales techniques. There was very little product presentation or feature explanation.

With my presentation and contests among the salesmen, I was able to create a complete new selling step for them which greatly made negotiating easier.

It was a booming success, and I received an open door to provide seminars there anytime I had material I thought would be helpful.

< Turkey Sales Training, June 1987 >


< Yes, he is trying to kiss me. >

Ron McFarlandの Personal Journey (9-f): Business Trip - Kuwait

Kuwait

Ronさんの最初の中近東への旅。GMCからもトレーニングのリクエスト。
From Turkey on my way back to Japan I traveled to Kuwait to give a seminar to the General Motors GMC dealer there. That was my first time to the Middle East, and it was before the ’91 Gulf War. Here again, the General Motors consultant to the Middle East wanted training for his dealers too.

中近東の地域内のコンフリクト。
The Middle East is a region as you know, but each country has its own character. In those days, there are the oil/natural gas rich countries with low populations, the oil/natural gas rich countries with large populations, the countries with a small amount of oil, the countries with little oil but an educated labor force, etc. That is still pretty true today I would guess, but the conflicts in the region make everything very complicated.

クエートは多数の国から労働者やセールスパーソンを受入れ。
Well, Kuwait is in the first group, an oil/natural gas rich, and low population country. They import labor for almost everything. In an automotive dealership, the service technicians were usually from Thailand, India, Sri Lanka and The Philippines. The sales people were usually from Palestine (or Israel/Jordan/Lebanon or whatever you want to call them), Egypt, Sudan, India or Pakistan. I have no idea why, but I am very comfortable training the Palestinian’s or Egyptian’s in that region. They seem to be the most interested in expanding their skills and knowledge.

母国を離れて仕事をするということ。
I have a strong feeling that anyone who leaves his home country to make a better life in a different country is very special and not completely like his average countryman. For some strange reason, the Chinese, Japanese, Jewish, Palestinian, Indian, Korean and Egyptian have been able to be successful anywhere they go. Well, the people I train are those very special people, and I’ve enjoyed training them. I guess it is because I am one of them, being an American living outside of the United States over half my life. I left my country at the age of 28 years old and have not returned to live up to this writing.

< Sales Training Group, Kuwait, April 1986 > 　　　　　


< Salesman-customer role playing. >





＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (9-e): Business Trip - Turkey

Turkey
Toward the end of 1985, around November, I was asked to go to Turkey. Isuzu set up a new distributor and assembly operation there independent of General Motors and wanted to build its own international operation. My function here again was to develop their very fragmented sales operation. What I mean by fragmented, is that vehicles sales are sold to a sales dealer. Parts (for new vehicles) were sold to parts retail stores, and service was done by outside garages. That was known as the “THREE ‘S’s”. That is Sales, Service and Spare parts in one dealership. On that first trip, I only went around the country and interviewed the current dealers. I was to return to give the seminar on the next trip.

Turkey is a wonderful and historic country. That first trip was a real eye opener for me, and I fell in love with the country. I think they fell in love with me too, as I was asked back many times over my 20-year career in Isuzu Motors. I will talk about Turkey in detail later.

< Mosques of Istanbul, November 1985 >


< The Bosporus, March, 1986 >


＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (9-d): Business Trip - East Malaysia

私が東ボルネオ（マレーシア）のクチンを訪れたのは1998年から2000年。半導体製造装置の売り込みだったが、工場は建設前でジャングルと仮事務所があるのみ。

ホテルの窓からは川を小船で渡ってくる通勤者の姿が見え、なんとのんびりしたところなのだと思った記憶がある。

East Malaysia ボルネオ島
On my way back to Japan from India, I stopped in East Malaysia on the island of Borneo. The island of Borneo has three countries on it, namely Malaysia, Indonesia and Brunei. East Malaysia was rich in oil, wood and other raw materials, but it had a low population. The Indonesian and Pilipino always wanted to sneak over the border and work in East Malaysia, but they can be easily recognized and were sent home. That region was a semi-separate country from West Malaysia, the way the British set it up in ’65. Now East and West are joined.

いすゞ自動車はマレーシアに2社子会社を持っていました。その理由は？
I had a wonderful first seminar there, which laid the groundwork for many to come. The Isuzu operations there was very different from that of West Malaysia, and the two didn’t like each other very much. One was Chinese managed and the other Malay managed. It was like try to mix water and oil, and Isuzu had to set up separate operations for that small country. The operation in East Malaysia is in Kota Kinabalu, right on the northern tip of the island of Borneo. It is a beautiful tourist city, and I always loved to go there. As a matter of fact, I loved it so much that on one of the trips I took my whole family, including my mother-in-law.


First Sales Seminar in Kota Kinabalu, East Malaysia, February 1986

＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (9-c): Business Trip - 1985 & 1986 India

India

In late 1985 and 1986, I went twice to India. There was a new and huge heavy-duty truck project with Hindustan Motors, and I was to develop the sales network and train the dealers throughout the country.

My first trip was to visit the dealers, Hindustan Motors had assigned in the south, west and north. Because of all the political problems in the north, I could only visit dealers in the Delhi area. I started my trip in Delhi, where the head office of the commercial vehicle division was.

Hindustan Motors is mostly a car company and wanted to compete with TATA, the powerhouse in the truck business (as well as many industries) in India. TATA exports trucks throughout the region as well as dominates the Indian domestic market with 80% of the market share. It is based on old Mercedes Benz technology.

The idea was to start selling our truck in the south where TATA was weakest. There was another company in India called Ashok Lealand based on old British Lealand trucks. They were head quartered in Madras (now Chennai), in the south. So, at that time, they had 25% of the market share in that region, and we wanted to take some of their business with a superior truck. Therefore, I started my market study in Madras and Bangalore in the south. The south of India is like the southern States in the United States. Businesses are small. Families are large, or I should say larger than the average large family in India. They are not as industrial as the mighty north or west. In recent years, Bangalore has become the “Silicone Valley” of India. They have an expanding computer and software industry. As a matter of fact, they were vital support for their American counterparts during the “YK2” problem, as they worked when the Americans were sleeping to solve all the computer problems. The people in the south are wonderful, warm and open.

From there I went to Bombay, now called Mumbai. That is the main commercial center of the country. Like many large cities in the developing world, Mumbai is a city that draws people from the countryside.

India is a very complicated and historic country. Most of the Eastern religions came out of India in some form. Hindi is the national language, but there are hundreds of dialects, which prevent people from traveling around the country for work and a better life. The literate population, when I was there, was 24% in any language. In English, possibly 10% of the population speak it fluently. In spite of that small percentage, with a population of over 800 million (at that time), that is a lot of literate people, and the middle class is very large. Unfortunately, the lower classes (in both wealth and status) are even larger.

In spite of its poor education and living standards, I found the country very safe and felt the people were very peaceful in their hearts.

In the mid-1980’s, India was a tiring country to travel through though, and one always has to worry about bad food, water and facilities. It’s not all that fun to be stuck in an elevator for a few hours while it is being repaired. With the lack of foreign exchange at that time, India could not buy replacement parts for the imported industrial goods they buy. Therefore, even parts are repaired instead of replaced, but it is very time consuming and usually needs repair again in a very short time. In the more recent times, I think the country has improved greatly with its export drives and the opening of the domestic market in sales and investment.

As for my seminars, the dealers loved the sales concepts and the new truck they were getting. But, here again, production equipment could not be imported at that time, and the Bank of India would not allow us to get foreign exchange to import production parts and components regularly. Therefore, an average dealer would have to wait years before it would get one truck to sell. That was a real heart breaker for me, as the country really needed better transportation, and people were literally dying on the roads with truck breakdowns.

At the time I did not know it, but I would go to India several times more on personal visits.

< Bombay, Feb, 1986 >


< Training Group in Delhi, India >


＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (9-c): Business Trip - Indonesia - Jul. 1985

Indonesia

After those four seminars in West Malaysia, I was asked to go down to Indonesia to study if we could help them develop their dealership network. It turned out that the country had very strict local content laws and imported assembled vehicles were very heavily taxed. Like Malaysia, a manufacturer had to not only have local assembly, but required a great deal of local parts in the vehicle, some parts of which were in low supply and of low quality. So, the problem was not the dealership network, it was supply.

With little business to do, I decided to do market research while I was there. I studied the bus market on the beautiful island of Bali.

<Bali, Indonesia, July 1985（チェッカーズや中森明菜の全盛期）>


Most of the Eastern religions came out of India historically. The first religion was Hindu, which swept down the Malaysian Peninsula and throughout Indonesia. Then, centuries later came the Buddhist religion and finally the Muslim religion. Today, Indonesia is 80% Muslim, except Bali. They still hold the old Hindu religion, which entered the countries 100’s of years earlier. They are very special people for that region of the world. They work hard, are very disciplined and religious. It’s one of the special places on earth.

Indonesia is extremely different from Malaysia. Although the Malay language and Indonesian language are similar, and they can understand each other, they don’t like each other very much. The Malaysians are far more educated and rich. Indonesian has a very huge population (8-10 times the sizes of Malaysia). Few people speak English in Indonesia, as they were a territory of the Dutch, and about 15% of the population is Chinese. They do have crude oil though which is the number one foreign exchange earner. It has the largest Muslim population in the world making it very important globally.

＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (9-b): Business Trip - West Malaysia - Jun. 1985

West Malaysia

1985年、Ronさんは東南アジアで営業トレーニングを実施。当時、皆さんは何をしていましたか。

私はRonさんが卒業したSan Jose州立大学のあるカリフォルニア州San Joseに家族で赴任していました。
会社の同僚や現地で知り合った人々の生き方、向上心に大いに影響を受けている時期でした。

With the success in Singapore, I was soon commissioned to give four seminars in West Malaysia on pretty much the same subject but for different vehicles. Armed with the experience in Singapore, I improved and streamlined the seminar. That was in mid-June, 1985.

Malaysia is a very complicated country. It is divided into East Malaysia and West Malaysia, West Malaysia or Peninsula Malaysia being about 80% of the economy, but with East Malaysia, on the island of Borneo having a wealth of natural resources.

Around 50% of the population are Malay. The Malay people have their own language and are mostly Muslim. Their population is spread all around the country, particularly in the countryside.

Around 35% of the population are Chinese. They are either Buddhist or Christian and live mostly in the major cities along the west coast of West Malaysia.

The third group of people are Indian, from India. They are about 11% of the population. They are mostly Hindu in religion.

All the groups pretty much keep to their own group, but share one thing. They all feel they are Malaysian. Interestingly the Chinese and Indian population own or operated most of the major companies in the country, but the Malay population controls the government. There has been many government owned companies just for Malay management, and there has been mixed successes with them.

It is amazing how peaceful the country is, in spite of their very different ethnic groups.

I have enjoyed training all of the groups and always felt that they put a high level of importance on manpower development. I always drew large crowds when I gave seminars in Malaysia.

＜Sales Seminar, June, 1985＞


＜Large Training Group＞


＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (9-a): TRAVELING & TEACHING IN THE 1980’S - Singapore - Apr. 1985

Chapter #9: TRAVELING & TEACHING IN THE 1980’S

Singapore

As I mention earlier, my first training business trip was in Singapore on April 26-29, 1985. That is where 20 years of international travel to give seminars started.

As I look back, that was not a particularly good seminar, but it was far better than what Isuzu Motors ever did before, to develop its sales network international. So, simply put, I had an easy act to follow. In some cases, previous training was not even understandable, not to mention helpful. So, that is where the rocket took off.

Singapore is a city-state, a country of one city at the south of Peninsula Malaysia. It is a major trading port because of its location. It used to be a colony of England and therefore English (British English) is the most commonly used language. About 80% of the population are Chinese with a small percent of Malay and a smaller population from Indian.

Historically, being a British Colony, it was the ideal place to import machinery and finished goods from England and export raw materials, mostly natural rubber, tin and palm oil from Malaysia to England.

In recent years, as it is on the oil route from the Middle East to the United States, it is a major stop-over for tankers and has developed its own petro-chemical industry. With its extremely high level of education and being multi-lingual, it also is very involve in the computer and electronic industry.

It is very close to the equator, and therefore is very tropical with a lot of rain.

<Sales Seminar, Apr. 26, 1985>


<Ron with a snake in Singapore, Apr. 30, 1985>


＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (8-l): セールスプロセス＃11 顧客のフォローアップ

さて、RonさんのLife Storyの営業に関する記事はこれが最後になります。次章以降は、世界中を駆け抜けたRonさんの営業セミナーの旅になります。

STEP #11 OWNER FOLLOW-UP:　顧客のフォローアップ

Owner follow up (after the sale follow-up) is extremely important for the salesman, as it will make his job easier in the future.

その目的は
(1) He will insure the customer is satisfied with him. (2) He many get repeat business from this customer. (3) He may get referrals from his customers. (4) He can use his satisfied customers as testimonials. Simply, it will help make future sales easier.

礼状の送付
After delivery, the salesman should mail a thank you letter to the customer with the photograph taken during the delivery. Transfer all relevant information from the customer contact planner system to the product owner follow-up system. Now days, this can all be done by computer and the computer will tell the salesman when and why he should contact the customer next time. There is very good customer contact management software on the market that is very inexpensive.

引渡し一週間後の電話連絡
One week later the delivery, the salesman should call the customer to insure the product is being used correctly, and if there are any problems.

定期的な連絡
The salesman should regularly contact the customer (every 3 months to a year) to maintain contact. The salesman must determine what is appropriate and learn from how the customer reacts with each contact. Does he appreciate it or dislike it? If he likes it, you can not only create a good referral source but build a friend as well. If he dislikes the contact, maybe fewer contacts or contact by mail would be appropriate.

「おたくの製品良くないよ」と言われた時の対応で分かる営業の資質
Some people love selling and some hate it, and there is a lot of psychology is selling. If a customer says to a salesman that his product is no good, the salesman can react in three ways. He can say, “No it isn’t”, and get in a fight. He can say, “I know. How did you find out?” and lose the sale. Or he can ask the customer why he says that. The customer may know something that the salesman does not. The customer will have to justify his statement. Most of the time, it is based on wrong information or not based on any facts at all. In this example, and in many others, the salesman has to control his emotions, and some people can’t seem to do it. If you can handle the rejections and still maintain positive, you can continue to do the activities in the selling process and be successful in selling.

ものを売るだけではなく、奉仕する
I have built many careers in teaching this selling process worldwide and with its success, this seminar has provided me the opportunity to travel to well over 60 counties globally. It would be the vehicle I would use to bring the world together, as I would be teaching sales people to not only sell to the world, but serve the world as well.

＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (8-k): セールスプロセス＃10 製品の引渡し

STEP #10 PRODUCT DELIVERIES: 　製品の引渡し

At the product delivery, the owners' manual or user guide (operations & service schedule) and warranty should be explained. This is the case for vehicle sales or any product with a use explanation.

引渡し時のサポートを通じて新たな信頼関係の構築
For hardware accessories, selling to a national distributor, it is very important to discuss with the customer the delivery schedule and when the customer can launch the product in his country. Through their coordination, the salesman can offer product launch support, salesman product knowledge training and other merchandising ideas. Here again, this is all trust building activities. It adds value to the relationship.

In the case of a vehicle sale, after pre-delivery inspection (PDI) is completed by the technician, the salesman should receive the vehicle from the service department. The delivery is vital for continuation of business with the customer, as it is the Meeting & Greeting stage for the Service and Parts Departments in the case of a vehicle sale. This is also true for any type of equipment, which needs periodic maintenance and service.

After receiving the vehicle from the service department, the salesman should then go through his own inspection checklist to confirm everything works correctly.

The salesman should then call the customer and invite him to come to pick up the product. A presentation of the product operations, service schedule and warranty should be made. The customer should be introduced to the Service Manager or a Service Advisor.

顧客、製品および営業を入れて写真撮影
Finally, a photograph of the customer, product and salesman should be taken. Three copies should be made, one sent to the customer with a thank you note, one for the salesman's files and one for a testimonial album or customer wall.

＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (8-j): セールスプロセス＃9 信頼関係を構築する

STEP #9 ONE SALE MADE:　信頼関係を構築

One sale will not make a career for a salesman. Most of the time making a sale is good for the salesman and the customer. This is a "WIN-WIN" transaction. The salesman gets the sale, and the customer gets the value he is looking for in the product. If the salesman sells the product, but the customer is not happy for some reason ("WIN-LOSE"), the salesman may also lose. If the salesman sells the product at a loss ("LOSE-WIN"), he is not providing for himself or the future of the business, which may adversely affect the customer’s after sale support and advice. If a sale is not made because the salesman did not do a good job in all of the steps in the Selling Process, the salesman will probably lose the sale, and the customer will lose the benefit of the product ("LOSE-LOSE").

This step simply put, is to inform the customer that the relationship is not over. The salesman should tell the customer that he still is concerned about him getting the value in the product that the salesman explained in earlier steps. This is a tremendous trust builder for the salesman.

＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。

Ron McFarlandの Personal Journey (8-i): セールスプロセス＃8 クロージング時の問題は？

STEP #8 CLOSING THE SALE:　クロージング時の問題は？

Closing the sale should address three problems. They are price, terms of payment and why buy now. It is putting in writing what you have verbally already agreed on.

If the salesman has done a good job in all of the other steps up to this point, closing should be very easy. If the sales person has done a good job in building value in the product, the customer will buy.

営業の責任は
It is the responsibility of the salesman to (1) complete a purchase order and ask a closing question, (2) determine any objections, (3) ask the customer if he will buy if those objections are solved, and (4) get a signed counter-offer from the customer. A salesman in a truck or car dealership is only an agent for the dealership, and he should not refuse any offer, as he does not own the vehicle himself.

ディスカウントが必要な場合は
If you must discount and negotiate with a customer, (1) Start high, (2) justify the price, (3) come down slowly, (4) always give a reason for coming down, (5) not lower your price until the customer raises his, (6) continue to sell value, (7) make the negotiation fun and interesting.

顧客のタイプを見極める
While negotiating with the customer and using many different closing techniques, the salesman should determine if the customer is a quick deciding person or a person who likes to take his time and gather a lot of information and opinions. If he knows that, he will know how fast or slow to go with the customer.

Ronさんの交渉テクニックの一つ
I enjoy presenting the product much more that negotiating price, but just for the fun of it, here is one closing technique.　　It is called “Reduction to the Ridiculous Close”. Here are the steps:

1. If the customer says the price is still too high after asking for the sales several times, ask the customer what he expects to pay.
2. Subtract the sales price given from what he expects to pay.
3. Then ask the customer how many years he plans to use the product. (For a vehicle, this can be as long as he has kept his current vehicle.)
4. Divide the difference between what he planned on paying and what the selling price is (#2) by the number of years he plans to use the product (#3).
5. Divide #4 above by 365 days. This is the extra cost of buying the vehicle on a daily basis. It is usually just a few cents.
6. Ask the customer to buy the product, as he is only paying a few cents a day for all of the benefits of the new product which he did not know before he received a detailed presentation from you.

If the customer still hesitates to buy the product, he may be a person who needs to think the purchase through for a while or a person who wants to gather more information for a while and decide slowly. Some people gather information in public in front of people. They make decisions when alone. Other people gather information and study alone and decide in public in front of the salesman. The salesman should consider what type the customer is.

Other than that, the salesman may have made a mistake in qualifying the customer, selecting the right product or presenting the features of the product.


Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。



＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞

Ron McFarlandの Personal Journey (8-h): セールスプロセス＃7 価格交渉に入る必要があるか？

STEP #7 ASKING A TRIAL CLOSE QUESTION:　価格交渉に入る必要があるか？

クロージングの前の営業ステップまででミスをしていないことの確認
Asking a trial close question is to confirm the salesman did not make a mistake in any of the previous steps in the selling process.

質問を準備、『理詰めの営業』の「会議設計」が役立ちます。
They are questions like, "If we can get this vehicle into your budget, how would you like to own it?” or "When do you want to take delivery?" If there is any negative response, there is a reason, and the salesman must find out what it is.

営業がうまくいかない可能性は？
If the salesman did not make a good first impression in the meeting and greeting, more than likely the customer is not telling him his situation or giving him enough information. In the worst case, the customer is not telling the salesman the exact truth. In that case, the salesman should introduce the customer to his manager and get out of the relationship.

Possibly the salesman did not qualify the customer correctly. Maybe the customer can’t afford a new vehicle. Possibly he can only afford a used one or to repair his current one.

Possibly the salesman does not have enough product knowledge and selected the wrong vehicle. Or, he selected the product the salesman wants to sell but is not what the customer wants to buy.

Possibly the salesman gave a poor vehicle presentation, and the customer does not know what he is buying.

Maybe the customer does not have much confidence in the product and needs a demonstration ride.

価格交渉に入る必要があるか？
This is the best time to find out if you’re on the right track. You do not want to start negotiating price of a product the customer doesn’t need or want.

Ronさんのセミナーいかがですか。苦労の多かったRon-sanの青春時代やキャリア形成の話、来日後、特に、いすゞ自動車勤務でのカルチャーショックとグローバルリーダーとしての活躍など。それとRonさんが楽しみにしている出席者と皆さんとのノミュニケーション。

皆さんがおやりになっている勉強会などに出張し講演させていただきます。本人の希望は、英語での発表です。

ただし、Ronさんが住んでいる東京都大田区から日帰りできるところとさせてください。

もっとも台湾でも日帰りは可能ですが。



＜仕事に疲れたら『武蔵野』でコトリップ（『武蔵野』リイド社、斎藤潤一郎著）＞