2Why learn about the selling process? Brings products to you, either directly or through the businessesMost salespeople follow the same basic selling processIt varies greatly from product to product.
3Why is Selling Important? Salespeople appear organized, gaining customer confidence.The process ensures that customers’ needs and wants are met.An efficient, effective sales process may increase company profits.
4Six Phases of the Selling Process -No one, single, correct selling process works for all situations.-These phases include:1-Preparing to sell2-Establishing relationships with customers3-Discovering customer needs4-Prescribing solutions to customer needs5-Reaching closure6-Reaffirming buyer-seller relationships
5Phase One: Preparing to Sell No salesperson can sell without preparation.Salesperson must acquire knowledge about the product.Identify the product’s features and benefits.Generate and qualify sales leads.-Find potential customers-Determine needs or wants and the ability to buy.
6Phase Two: Establishing Relationships with Customers The completion of a sale is largely determined by the first few minutes that the salesperson spends with his/her customers.Salespeople can use their initial contact time with customers to:-Put customers at ease-Encourage customers to want to hear about the product(s)-Gain customer confidence-Create favorable impressions of themselves and the business
7Your job is to try to determine what buying decisions have been made by the customer. Look for clues to the customer’s personality, including:-General appearance-Dress-Nonverbal signs
8Phase Three: Discovering Customer Needs -When customers do not know precisely what they want to buy, the salesperson must be prepared to discover their needs through skillful questioning and careful listening.-Asking the customer questions-Listening to the answers-Observing customer reaction-Analyzing customer reactions and comments
9Assessing customer needs is also important because it: -Reduces the amount of selling time required-Reduces dissatisfaction and customer returns-Allows salespeople to serve more customers, leading to greater potential profits for their firm and greater potential commission for themselves
10Diagnosis Customers Needs -A doctor diagnosing patients’ illnesses-A car mechanicrecommend a specific product that meets the customer’s needs.
11Phase Four: Prescribing solutions to customer needs Offer solutionsIncludes the sales presentation, the sales talk and the product demonstration.The sales talk:-Convince the customer of the benefits-Translate product features into benefits
12A good product demonstration Create interestAllow the customer to interact/become involved in the selling processAsk questionsDiscuss important pointsGet the product into customers’ hands to show them how it works
13Basic guidelines for prescribing solutions to needs: 1- Sell the benefits of the product rather than its features 2- Show the customer a limited number of products to avoid confusion, no more than three 3- Show only products that relate to the customers’ specific needs 4- Concentrate on the main item of the interest to close the sale
14Phase Five: Reaching closure Many salespeople feel that the closing actually has two purposes:Identifying any remaining objections (resistance) the customer may haveGetting the order
15ObjectionsAn objection is a question or concern raised by customers after they have been shown a productSalespeople should anticipate objectionsLearn to use them to their advantage in a sales presentation
16Some tips for handling objections are: Welcome them—clearing up objections can serve as a chance for you to demonstrate your knowledge and further solidify the product’s benefits.Listen from the customer’s point of view to identify the real objection.Restate the objection to be sure that you understand it.Answer and overcome each objection completely, without arguing with the customer or losing your poise.Review customer benefits.Try to develop customer conviction for the product.
17When are Customers Satisfied? They often give off signals that the time has come to close the sale.These signals may be direct statements“This is just what we need”Nonverbal signs such as closing and stacking product literature.
18Close is a Logical Completion Customers are moved to the point where they are convinced the product meets their needs, and they wish to purchase.
19Phase Six: Reaffirming buyer-seller relationships The salesperson is responsible for helping customers feel confident with their purchase decisions.Salespeople can follow upReassure customers that they have not been sold something that they do not need.
20Techniques to Follow Up the Sale 1-Reassuring the customer that his/her choice was wise2-Using suggestion selling—recommending complementary products3-Answering any lingering questions the customer may have4-Explaining the sales contract fully5-Checking on or being present when the product is delivered6-Supervising installation or adjustment of the product—7-Training the customer’s personnel in the use or sale of the product—8-Calling the customer to ensure s/he is satisfied