What is Selling?

The Sales Profession n One of the oldest and most valued businesses. n Compete for their share of the market to realize profit. n Essential in a free enterprise system

What is Selling? n Providing customers with products they wish to buy. n Helping Customers make satisfying buying decisions by communicating how products and their features match their wants and needs.

What is Selling? Why is customer satisfaction so important? n Companies want repeat business. n Companies will get repeat business if they are happy enough with their purchases to return.

What is Selling? Goals of Selling n To help customers decide on purchases. n To ensure customer satisfaction so the firm can count on repeat business.

What is Selling? How do you maintain your business? n Keep customers happy -The way you package the order -Closing your sale in a professional manner Thanking the customer and asking them to come backThanking the customer and asking them to come back -Be sure order is correct when it is processed -Follow up with the customer after the fact

What is Selling? Relationship Building n Having a good sales career is dependent on building relationships with your customers. -Keep eye contact with your customer -Be trustworthy and honest -Always do what you say n Good relationship building will create customer loyalty

What is Selling? How do you maintain your business? Con’t -Providing excellent customer service while you are working with the customer Handling complaints promptlyHandling complaints promptly -Keep a client file Inform your customers of upcoming salesInform your customers of upcoming sales n Evaluating your sales efforts and adjusting your techniques to meet your customer base.

What is Selling? Types of Selling n Indirect selling – any form of selling that does not involve a sales person. (Ex: advertising, promotion, displays, signage) n Direct Selling – when there is contact between a salesperson and the customer.

What is Selling? Methods of Selling n Personal selling – any form of direct contact between a salesperson and customer n Business to Business – may take place in a manufacturers showroom (inside sales) or in the field (outside sales). n Telemarketing – selling over the phone

What is Selling? Feature - Benefit Selling n The concept that a salesperson needs to match the features of each product to a customer’s needs and wants.

What is Selling? Features Vs. Benefits Features n A physical characteristic or quality of a good or service; what is it’s intended use? Benefits n Advantages or personal satisfaction a customer will get from a good or service; features that have been made into customer benefits are selling points.

What is Selling? Product Information n Knowing about the price, composition, care, and manufacturing process allows a salesperson to explain why one product is better than another.

What is Selling? Where can you find information about a product? n Direct experience - Use the product! n Printed Material - User manual, manufacturer warranties, catalogs, labels, boxes, promotional material.

What is Selling? Where can you find information about a product? n Other people - Friends, relatives, and customers who have experience with the product. n Formal Training - Attending classes and observing experienced sales representatives before going out on their own.

What is Selling? Customer Buying Decisions n Salespeople must study what motivates customers to buy and what decisions customers make before finally purchasing a product.

What is Selling? Customer Buying Decisions Rationale Motives n product dependability n time or monetary savings n convenience n comfort n recreational value Emotional Motives n social approval n recognition n power n love n affection n prestige

What is Selling? Customer Buying Decisions Extensive Decision Making n Used when little or no previous experience with the item because it is infrequently purchased.

What is Selling? Customer Buying Decisions Limited Decision Making n Used when a person buys goods and services he or she has purchased before but not on a regular basis.

What is Selling? Customer Buying Decisions Routine Decision Making n Used when a person needs little information about a product because of a high degree of prior experience or low perceived risk.

What is Selling? How can selling skills be helpful to you? n As a consumer? n You as a product? n In a position other than sales in business?

What is Selling? Types of Sales Positions n Retail sales personnel - Sales clerks and sales associates. n Professional sales - Require extensive training and product knowledge. n Telemarketers - Sell products over the telephone.

What is Selling? Characteristics of Effective Salespeople n Good Communication Skills n Good Interpersonal Skills n Solid Technical Skills n Positive Attitude and Self- Confidence

What is Selling? Characteristics of Effective Salespeople n Goal Oriented n Empathy n Honesty n Enthusiasm