1- what is the changes in modern customers, challenge in selling process 2- CCS basics, core concepts 3- buying behavior, how can use tactics to fit in 4- how to develop a sales ready message 5- how to match your selling cycle with customer buying cycle 6- how to calculate opportunities to achieve target.

1. Customer Centric Selling
“BY/ Dr. Mohamed Ezzat”

2. Learning Objectives
• 1- what is the changes in modern customers, challenge in
selling process
• 2- CCS basics, core concepts
• 3- buying behavior, how can use tactics to fit in
• 4- how to develop a sales ready message
• 5- how to match your selling cycle with customer buying cycle
• 6- how to calculate opportunities to achieve target.

5. Module tow
CCS
10 Guiding principles

6. Module 3 Human Buying process
Factors

7. What Do Our Customers Need?
To answer these questions and be successful meeting customer needs for improved
patient outcomes, we need to listen to our customers.
In 2007 & 2008 EMEAC conducted research that we call Voice of the Customer (VoC).
As a result of this research, we identified 8 categories of customer needs. The next
few pages discuss these needs in more detail.
Education Networking Media Support Enabling Political
Empowerment
Improve Patient
Outcomes
MSD (Pharma) Needs Value for Money Competent Customer
Interaction

8. Customer acceptance of product
4
16
33 33
14
0
5
10
15
20
25
30
35
Enthusiast visionaries pragmatists conservatives skeptics
Product revenue/ product life cycle
Series 1 Column1
Early Market
mainstream Market

9. Buyer/seller
possible combination
2.6%* 17.4%**
10.4% 69.6%
“selling risk to risk averse people”
Fail
CC SELLERS
13%
TRADITIONALSELLERS
87%
EARLY
MARKET
20%*
MAINSTREAM
MARKET
80%

10. Module four
Sales – Ready Message

11. 2. Create Solution Development prompters
(SDPs)

12. Module five
Seller sales cycle, Buyer buying cycle

13. Disaster sales cycle
Sell in last
few days
Pressure
on
customer
Offer
greater
discount
stocks
Cant sell in
beginning
of month

14. Module Six
Qualifying buyers

15. Opportunity organization chart
Champion/ DM*
NAME:
TITLE:
GOAL:
APPROVER
NAME:
TITLE:
GOAL:
GUIDE
NAME:
TITLE:
GOAL:
USER:
NAME:
TITLE:
GOAL:
IMPLEMENTER
NAME:
TITLE:
GOAL:

16. Module seven
Opportunity graduation & pipeline analysis

17. Calculate pipeline strength
inactive
Active
A
initial conversation
scheduled
Goal shared
G (10%)
Champion
C (20%)
Access key player
solution developed
Evaluating
E (50%)
If ask for
business
we have 4
possibilities
Win 100%
Take order
take care of competitor
Verbal 90% Proposal 20% Loss/walk 0%
Mention cause for
leaving

18. Module Eight
How is success looks like