Congratulations: Syed Shaaz Hussain

E-mail: mep.smtechno@gmail.com Visit Us@ www.smthvac.
com
CONGRATULATIONS
WELCOME TO THE PROGRAM

“A SUCESSES GUIDE TO SALES ENGINEERS”
BOOK 1
SYED SHAAZ HUSSAIN

B.TECH MECHANICAL ENGINEER
MEP SALES ENGINEER
CT: +91-40-64597535,+91-9848699535 1 Presented By: SYED SHAAZ HUSSAIN

E-mail: mep.smtechno@gmail.com Visit Us@ www.smthvac.com
This 2 session program “A SUCESSES GUIDE TO SALES

ENGINEER” I specially designed to make you more effective and ring out the
best in you that has always been within. This program is aimed at making you a
better human being, a more effective professional. You are a performer and this
program will help you acquire skills and techniques that will enhance your
ability to drive yourself to a newer height of performance.
By attending this program, you have taken important step to discover

yourself as a human and also as a professional in effective ways. Through well
researched scientific inventories and activities, you will discover hidden facts
about your personality which will help you take initiatives, communicate with
others better, build long term relationship with your customers and prioritize
your task more effectively.

INTROSPECTION
INTROSPECTION: THE EXAMINATION OR OBSERVATION OF ONE’S

OWN MENTAL AND EMOTIONAL PROCESSES
Every human being has a tendency to react and act as he pleases but has
someone worked on the ways that can be implied when giving out a reaction to
a specific situation, here is where the word introspection plays an important role
, we have many ways to approach to a situation it is upon us how we act and the
main contribution is how we are as a human , always try to think about the
consequences of the actions you just made and so you will have a clearer picture
of an outcome.

WHO ARE WE: THE BIG PICTURE?
WHO AM I?
WHAT IS MY DREAM ROLE?
IS MY ROLE CRIICAL TO BUISNESS?

FIRST IMPRESSION
PERSONAL GROOMING:
Personal grooming is very important for a positive self-image and every

effort should be made to encourage and assist the resident to maintain a pleasing
and attractive appearance.
Grooming involves ensuring we look our best by all means, including the
accessories we wear.
Some of the perceptions people can form solely from your appearance
are:
1. Your professionalism
2. Your level of sophistication
3. Your intelligence
4. Your credibility
Grooming involves all the aspects of your body:
1. Overall cleanliness
2. Hair
3. Nails
4. Teeth
5. Uniform
6. Make-up

ATTIRE:
Your attire talks a lot about your organisation.
1. First impressions are made within the first 5 minutes of meeting someone.
2. A neat clean and well ironed is acceptable and appreciated by one and all
at all times.
CLOTHING TIPS FOR MEN:
1. Clean, washed and neat clothes

2. Well ironed
3. Appropriate pair of socks with well-polished shoes
4. No jewellery( no bracelets, earrings or large rings)
5. No body odour.
TELEPHONIC ETIQUETTE
Communication consist of two important elements:
1. How to communicate
2. What to communicate
According to the studies, what you say (the actual content) constitutes only
18% of the communication. Thus “it is not only what you say is important
but it how you say it makes a remarkable difference”.
Customers are ones who become the main source of income so treat them
well.

OPENING A CALL
The call starts with a verbal handshake where the customer is greeted. The
customer expects to be treated in a way that is:
1. Professional
2. Courteous
3. Personal
The first impression has an impact on whether or not the call will generate a
sale/service.
MEETING ETIQUETTE
Before meeting: be clear with the purpose ad agenda of the meeting.
DURING MEETING:
1. Arrive for the meeting 10-15 min ahead

2. Be punctual- start on time
3. Going to be late- inform your client in advance
4. Stick to the agenda- have a clear focus
5. Turn off your mobile phone/electronic communicator device
6. Make notes of important points
7. Be attentive
8. Be respectful to others
9. Don’t interrupt others
10. Don’t chew gum
11. Keep confidential matters confidential

FACTS OF COMMUNICATION
We communicate
1. 7% of message by words
2. 38% by vocal tones
3. 55% by facial and body expression
TYPES OF LISTNING
1. Active listening
2. Empathic listening
1. ACTIVE LISTENING
Goal is to appreciate the other person’s point of view, whether you agree it
or not.
2. EMPATHIC LISTNING
Goal is to understand the speaker’s feelings, needs and wants in order to help
solve a problem

ACTIVITY (HUMAN BEHAVIOUR)
Answer the following with what you feel is best according to you by putting
your priority as 0, 1, 2 for a, b, c.
1. You are a member of a committee and the position of chair suddenly

becomes vacant. What is your reaction??
a) I would be keen to fill the position if I were asked.
b) I would do all possible to try and be elected to the vacant position.
c) I would consider standing for election to the vacant position but only if
asked to do so.
2) Do you believe that compromise is the best way to solve a problem??

a) Not if it means giving way to demands that are unreasonable, or that I
strongly disagree with.
b) Yes, since compromise is the only way forward.
c) Yes, but it must be a workable compromise that meets everyone’s need to
some extent.
3) Which of the following is most important to you?

a) The right to live in peace and harmony.
b) The right to be treated fairly all times.
c) The right to say no.
4) Your new work colleague, who you have not had time to get to know
very well, asks to borrow Rs.50 to pay a bill because he has a temporary
cash-flow problem. How are you likely to handle this situation??
a) I would have no problem refusing his request.
b) Explain tactfully that you do not lend money to work colleagues.
c) I would agre just this once so as not to jeopardize my future working
relationship with him.

5) You are in a queue and someone pushes in front of you. How would you
react?
a) I would tell the person to get to the back of the queue.
b) Make a tutting noise, or some other reaction to make them aware that you
are annoyed about it.
c) I would feel annoyed but probably do nothing.
6) Do you ever find yourself being easily manipulated?

a) Yes
b) No
c) Sometimes
7) You are in a shop and on the way out realise you have been short-
changed by a very small amount. What is your reaction?
a) Tell the assistant that you have been short-changed but accept their
reaction.
b) Let it go since you feel going back would be too much hassle
c) Point out mistake and insist on getting the correct change.
8) Which of the following is most important in your working environment?

a) Flexitime
b) Car parking facilities
c) Good canteen facilities
9) How confident would you be at expressing your viewpoint at a meeting

even though you know a large majority of people present will not agree
with you?
a) Relish the situation because I am very confident in my powers of
persuasion
b) Not very confident and would probably keep my thoughts to myself
under the circumstances
c) Not very confident but may pluck up the courage to put my viewpoint
forward any way.

10) How do you usually react to criticism?

a) Dispute what they are saying.
b) Assess the criticism and respond appropriately rather than react to it.
c) Feel quite upset but accept that the person making the criticism is entitled
to their opinion.
11) What do you believe is most important to effective communication??

a) Be polite and courteous at all times.
b) Keep it simple and keep it short
c) Speed of response.
12) You see some young children walking across the bottom of your
garden. How are you likely to react?
a) Point out to them gentely but firmly that they are on private property.
b) Say hello to them and make some remark such as, now what are you
doing in my garde? But in a friendly sort of way.
c) Do nothing in the hope that it is just a one-off.
13) You are in non-smoking part of a restaurant and someone at the next
table lights up the cigarette. Which of the following is most likely to be
your reaction?
a) Probably do nothing
b) Point it out to the restaurant staff on assumption that they will tell the
person that they are in the non-smoking area
c) Point out to them very politely that this is a non-smoking part of the
restaurant.
14) Which of the following do you believe is most important?

a) Be tough with the person you are dealing with, and tough with the issue.
b) To respect the other person’s viewpoint
c) Be kind to people but tough with the issue.
15) A work man comes to your house and charges what you believe to be
a grossly excessive amount for just 15 minutes of work. Which of the
following is most likely to be your reaction.
a) Say that you don’t feel able to pay what they have asked and tell them
what you think would be a reasonable amount for the work carried out
b) Say nothing but make a mental note not to use that workman again.
c) Say, Are you sure, it seems a lot? However, if they insist, pay up
reluctantly and put the episode down to experience

16) Your boss asks you to complete a project to a deadline you feel is
unreasonable and impossible. How are you most likely to handle this
situation?
a) Burn the midnight oil in order to complete the project on time and
impress your boss
b) Reluctantly accept the deadline knowing that you may be late in
completing
c) Try to convince your boss that you need more time in order to complete
the project to the highest standard.
17) With which of the following do you most agree?

a) Ultimately, you must find the solutions to your own problems.
b) Most problems resolves themselves with time
c) A problem shared is a problem halved
18) Which of the following do you believe is most important in winning

ARGUMENTS?
a) To know you are right
b) To keep self-control
c) To be able to give and take
19) Which of the following is most applicable to you

a) I let my options to be known
b) I ask for what I want
c) I take into account the need of others
20) Which of the following do you believe is the most effective way to
start a sentence?
a) I feel
b) I suggest
c) I understand
21) Which of the following words is most applicable to you?

a) Persistent
b) Dependable
c) Patient

OPTIONS A B C
22) You are asked to plan a social event, but then someone else starts to
take over, which undermines the work you are doing. how are you likely
to take this situation?
a) Do nothing and put up with the situation
b) Politely make it clear that it is you who has been asked to organise the
event.
c) Suggest they take over the running of the event from yourself, If that’s
what they prefer
23) Which of the following word is most applicable to you?

a) Emphatic
b) Impetuous
c) Positive
24) Do you accept yourself for what you are?

a) Yes, as long as other people accept me
b) Not always
c) Yes, with all my imperfections
25) Which of the following do you believe to be the most effective in

winning arguments?
a) Stick to the point
b) Be prepared to compromise
c) Do not continually interrupt the other party

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
TOTAL

BEHAVIOURAL ACTIVITY
A B C
50
0
CHART OF BEHAVIOUR
COMUNICATION SKILLS

There are predominantly three major types of communication styles
AGGRESSIVE (A)
Directly standing up for personal rights and expressing thoughts, feelings,

and beliefs in a way that is often dishonest, usually inappropriate, and always
violates the rights of others.
SUBMESSIVE (B)
Violating one’s own rights by failing to express honest feelings, thoughts,

and beliefs and consequently permitting others to violate oneself or
expressing one’s thoughts and feelings in such an apologetic, diffident, self-
effacing manner that others can easily disregard them.
ASSERTIVE
a) Standing up for personal rights and expressing thoughts, feelings and

beliefs in direct, honest, and appropriate ways that do not violate another
person’s rights.
b) The basic message of assertion is: “This is what I think. This is what I
feel. This is how I see situation”.
c) The goal of assertion is communication and mutuality; that is, to get and
give respect, to ask for fair play, and to leave room for compromise when
the rights and needs of two persons conflict.
d) Interpersonal behaviour (verbal and non-verbal) in which a person
expresses him/herself and his/her needs in such a way that the rights of
others are not infringed upon.

DEFUSE MODEL FOR HANDLING IRRATE CUSTOMERS
1) D – Don’t lose your cool

a) Don’t take things personally
b) Listen
c) Take notes
d) Stay committed to the customer
2) E- Encourage venting
a) Listen
b) Don’t interrupt
c) Give “verbal nods”
3) F- Focus on feelings
a) Use empathy
b) Apologize blamelessly on behalf of the company
c) Offer to help
4) U- Uncover the facts
a) Ask questions
b) Fill in the information gap
5) S- Suggest a solution
a) Don’t make excuses for the problem
b) Keep customer involved
c) Let the customer know what you intend to do to solve the problem
d) Help guide the customer to a common solution.
6) E- End positively
a) Make sure that the customer understands the action plan
b) Thank the customer
c) Use the closing script

ART OF PRIORITIZATION
Prioritization or compartmentalization is a processes in which organising
the work before executing is carried out based on its importance and
urgency. A better plan always leads to successes. A plan to prioritization
always involve two important factors that is URGENT AND
IMPORTANT.
URGENT & IMPORTANT

Important activities have n outcome that leads to the achievement of your
goals. Urgent activities demand immediate attention, and are often
associated with the achievement of someone else’s goals. Urgent activities
are often the ones we concentrate on. These are the “squeaky wheels that get
the grease”. They demand attention because the consequences of not dealing
with them are immediate The Urgent/Important matrix is a useful tool for
thinking about this.

URGENT / IMPORTANT MODEL
URGENT NOT URGENT
1
2
CRISIS
PREPRATION
PRESSING PROBLEMS
PLANNING
DEADLINE DRIVEN
PROJECTS, RELATIONSHIP
BUILDING
MEETINGS,
TRUE RECREATION
PREPRATIONS
3
4
INTERRUPTION, PHONE
TRIVIA,
CALLS,
JUNK MAIL
MAILS,
PHONE CALLS
REPORTS,MEETINGS,
TIME WASTERS
PRESSING MATTERS,
"ESCAPE ACTIVITIES"
POPULAR ACTIVITIES
QUADRANT 1
It represents both urgent and important things.
We need to spend time in quadrant 1 as we invariably land up in handling the

pressing and sometimes unexpected matters like handling an irate client,
visiting a friend who just met with an accident. We cannot avoid this quadrant.
The most important thing that one should remember is that many important
things become urgent due to procrastination or because of lack of planning and
preventive measures.
QUADRANT 2

This quadrant include activities that are “important, but not urgent.” This is
where everyone ought to be. Here we take both personal and professional
aspects of life into consideration. We not only get our work done but we also
work towards developing and enhancing our effectiveness in all aspects of life.
The more we are in this quadrant the more is our ability to do. Ignoring the
activities in this quadrant result in increasing the quadrant 1 activities which
create stress, burnout and crisis after crisis for the person involved.On other
hand if we are in this quadrant most of the time, we do not have to get in the
quadrant 1.
QUADRANT 3
Quadrant 3 is the illusory image of the quadrant 1. Here the activities are
“urgent but not important”. Activities in this quadrant sound very important to
us, but are usually important to someone else. Our delusional thinking also
compels us to think that just because the things are urgent, they are important
too. Typical activities falling in this quadrant are, attending the drop-in visitors,
any phone calls, and needless meetings and brainstorming sessions.
QUADRANT 4
This is quadrant of deception. These activities are “neither important nor

urgent”. Yet all of us spend most of the time in this quadrant.it seems as the
quadrant is very easy and exciting but is a waste of time and a bad decision.it is
also named as quadrant of waste.

CONGRATULATIONS
WELCOME TO THE PROGRAM

BOOK 2
SYED SHAAZ HUSSAIN

MEP SALES ENGINEER

TYPES OF MARKET
There are different types of consumers based up on the requirement of our

services. Some of them are mentioned below.
CONSUMER
INDUSTRIAL PUBLIC PRIVATE IT SECTOR
SOFTWARE
FACTORIES SCHOOLS HOUSES/ VILLAS
FIRMS
PRIVATE
LOGISTICS COLLEGES CONFERENCE IT COMPANIES
HALLS
WAREHOUSES PUBLIC PLACES PRAYER HALLS SERVER ROOMS

THUMB RULES
Thumb rules are the approximate value to the accurate calculations.
Thumb rules are usually used to get an estimate value of the given work
however, the final value depends on the perfect calculations.
Some of the important thumb rules are given in the list below, however
these are not the final values as the calculations are important to get the final
exact total value.
Advantages of thumb rule is that when we take an project and using this
thumb rules we can calculate the approximate value of a project, however it is
appropriate not to consider the thumb rules as the final exact values and go
ahead with the project as the exact calculation plays a major role in the project
finalisation.
ESTIMATION
The estimation is the field of taking an approximate value for the
material required for the project and its costing there is always a 5% +/-
allowance to the estimated value of a project. Thumb rules play an important
role in estimating the project value as they are the stand method of general
assumption after continuous Woking on similar project. It is not necessary that
the thumb rules should match the final exact estimated value but can be near to
the final value.
TENDERING
Tender is the detail description of a project. It consist of the rules and he
procedure that should be followed to execute or achieve the project goals,
usually the tender is prepared by client or consultant. The tender should be read
carefully as it contains the details and spec of the material and product brand
required by the consultant or client and their approved products can only
participate in the project bidding. A general tender consist of a technical and
financial bid.

BIDDING
Bidding is a document in which all the financial details related to a
project requirement are filled and submitted to the client or consultant. There
are two typed of bid.
1) Technical bid
2) Financial bid
1) TECHNICAL BID consist of documents related to technical details of a

project. The technical bid has a list of approved product by consultant and
mainly consist of rules and regulations along with the project shop
drawings and estimated budget.
2) FINANCIAL BID consist of BOQ ( bill of quantity )and also the details
of the project budget according to which the estimate is given the BOQ is
a very important and hidden part of a tender as the prices of the product is
different as provided by every bidder or contractor.
TENDER SUBMITTION
After fulfilling the details of the tender the tender is divided into two
parts that is technical bid and financial bid and submitted in given time to the
client the least estimated value of the contractor or lowest cost bidder is
awarded with the project the decision is taken based on the technical as well as
the financial accuracy of the bidder.

ACTION PLANNING
I WILL START DOING:
I WILL STOP DOING:
I WILL CONTINUE DOING:

SUCCESS SEEMS TO BE
CONNECTED WITH
ACTION.SUCCESSFUL
PEOPLE KEEP
MOVING.THEY MAKE
MISTAKES,BUT THEY
DON’T QUIT.

CONGRATULATIONS
YOU HAVE SUCESSFULLY COMPLETED THE

PROGRAM
SYED SHAAZ HUSSAIN

MEP SALES ENGINEER


Congratulations: Syed Shaaz Hussain

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E-mail: mep.smtechno@gmail.com Visit Us@ www.smthvac.

WELCOME TO THE PROGRAM

SYED SHAAZ HUSSAIN

CT: +91-40-64597535,+91-9848699535 1 Presented By: SYED SHAAZ HUSSAIN

This 2 session program “A SUCESSES GUIDE TO SALES

By attending this program, you have taken important step to discover

CT: +91-40-64597535,+91-9848699535 2 Presented By: SYED SHAAZ HUSSAIN

INTROSPECTION: THE EXAMINATION OR OBSERVATION OF ONE’S

CT: +91-40-64597535,+91-9848699535 3 Presented By: SYED SHAAZ HUSSAIN

WHO ARE WE: THE BIG PICTURE?

WHAT IS MY DREAM ROLE?

IS MY ROLE CRIICAL TO BUISNESS?

CT: +91-40-64597535,+91-9848699535 4 Presented By: SYED SHAAZ HUSSAIN

Personal grooming is very important for a positive self-image and every

Grooming involves all the aspects of your body:

CT: +91-40-64597535,+91-9848699535 5 Presented By: SYED SHAAZ HUSSAIN

Your attire talks a lot about your organisation.

CLOTHING TIPS FOR MEN:

1. Clean, washed and neat clothes

Communication consist of two important elements:

CT: +91-40-64597535,+91-9848699535 6 Presented By: SYED SHAAZ HUSSAIN

Before meeting: be clear with the purpose ad agenda of the meeting.

1. Arrive for the meeting 10-15 min ahead

CT: +91-40-64597535,+91-9848699535 7 Presented By: SYED SHAAZ HUSSAIN

CT: +91-40-64597535,+91-9848699535 8 Presented By: SYED SHAAZ HUSSAIN

ACTIVITY (HUMAN BEHAVIOUR)

1. You are a member of a committee and the position of chair suddenly

2) Do you believe that compromise is the best way to solve a problem??

3) Which of the following is most important to you?

CT: +91-40-64597535,+91-9848699535 9 Presented By: SYED SHAAZ HUSSAIN

6) Do you ever find yourself being easily manipulated?

8) Which of the following is most important in your working environment?

9) How confident would you be at expressing your viewpoint at a meeting

CT: +91-40-64597535,+91-9848699535 10 Presented By: SYED SHAAZ HUSSAIN

10) How do you usually react to criticism?

11) What do you believe is most important to effective communication??

14) Which of the following do you believe is most important?

CT: +91-40-64597535,+91-9848699535 11 Presented By: SYED SHAAZ HUSSAIN

17) With which of the following do you most agree?

18) Which of the following do you believe is most important in winning

19) Which of the following is most applicable to you

21) Which of the following words is most applicable to you?

CT: +91-40-64597535,+91-9848699535 12 Presented By: SYED SHAAZ HUSSAIN

23) Which of the following word is most applicable to you?

24) Do you accept yourself for what you are?

25) Which of the following do you believe to be the most effective in

CT: +91-40-64597535,+91-9848699535 13 Presented By: SYED SHAAZ HUSSAIN

CT: +91-40-64597535,+91-9848699535 14 Presented By: SYED SHAAZ HUSSAIN

CT: +91-40-64597535,+91-9848699535 15 Presented By: SYED SHAAZ HUSSAIN

There are predominantly three major types of communication styles

Directly standing up for personal rights and expressing thoughts, feelings,

Violating one’s own rights by failing to express honest feelings, thoughts,

a) Standing up for personal rights and expressing thoughts, feelings and

CT: +91-40-64597535,+91-9848699535 16 Presented By: SYED SHAAZ HUSSAIN

DEFUSE MODEL FOR HANDLING IRRATE CUSTOMERS

1) D – Don’t lose your cool

CT: +91-40-64597535,+91-9848699535 17 Presented By: SYED SHAAZ HUSSAIN

URGENT & IMPORTANT

CT: +91-40-64597535,+91-9848699535 18 Presented By: SYED SHAAZ HUSSAIN

URGENT / IMPORTANT MODEL

URGENT NOT URGENT

It represents both urgent and important things.

We need to spend time in quadrant 1 as we invariably land up in handling the