SET YOUR SALES The Selling Process

WHY LEARN ABOUT THE SELLING PROCESS?  Brings _________ to you, either directly or through the businesses  Most salespeople follow the ______________________  It varies greatly from ____________________.

WHY IS SELLING IMPORTANT?  Salespeople appear __________, gaining customer confidence.  The process ensures that customers’ ______ and _____ are met.  An efficient, effective sales process may _______________________.

SIX PHASES OF THE SELLING PROCESS  -No one, single, correct selling process works for all situations.  -These phases include: 1-Preparing to _____ 2-____________________with customers 3-Discovering ________________ 4-___________________to customer needs 5-Reaching __________ 6-____________ buyer-seller relationships

PHASE ONE: PREPARING TO SELL  No salesperson can sell without _______________.  Salesperson must acquire ___________ about the product.  Identify the product’s _______________________  Generate and qualify sales leads. -Find _______________ -Determine needs or wants and the ability to buy.

PHASE TWO: ESTABLISHING RELATIONSHIPS WITH CUSTOMERS  The completion of a sale is largely determined by the first _____________that the salesperson spends with his/her customers.  Salespeople can use their initial contact time with customers to: -Put customers at _______ -Encourage customers to want _____________the product(s) -Gain customer ___________ -________________impressions of themselves and the business

 Your job is to try to determine what _______________have been made by the customer.  Look for clues to the customer’s personality, including: -_______________

PHASE THREE: DISCOVERING CUSTOMER NEEDS  -When customers do not know precisely what they want to buy, the salesperson must be prepared to __________________through skillful questioning and careful listening.  -Asking the customer ____________  -_____________ to the answers  -Observing _____________ reaction  -Analyzing _____________________and comments

 Assessing _________________is also important because it:  -Reduces the amount of ________________required  -Reduces __________________ and customer returns  -Allows salespeople to serve more customers, leading to greater potential profits for their firm and greater potential commission for themselves

DIAGNOSIS CUSTOMERS NEEDS -A doctor diagnosing patients’ illnesses -A car mechanic  ___________________________that meets the customer’s needs.

PHASE FOUR: PRESCRIBING SOLUTIONS TO CUSTOMER NEEDS  Offer solutions  Includes the ___________________, the _________ and the ___________ demonstration.  The sales talk: -Convince the customer of the ___________ -Translate product __________ into __________

A GOOD PRODUCT DEMONSTRATION  Create ___________  Allow the customer to interact/become involved in the selling process  Ask _____________  Discuss __________________  Get the product into _____________________to show them how it works

BASIC GUIDELINES FOR PRESCRIBING SOLUTIONS TO NEEDS: 1-Sell the _________ of the product rather than its features 2-Show the customer a limited number of products to avoid confusion, no more than _________ 3-Show only products that ______ to the customers’ specific needs 4-Concentrate on the __________of the interest to close the sale

PHASE FIVE: REACHING CLOSURE  Many salespeople feel that the closing actually has two purposes:  Identifying any remaining objections (resistance) the customer may have  Getting the order

OBJECTIONS  An _____________ is a question or concern raised by customers after they have been shown a product  Salespeople should ___________ objections  Learn to use them to their advantage in a sales presentation

SOME 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.  ___________ from the customer’s point of view to identify the real objection.  __________________________to be sure that you understand it.  Answer and _____________ each objection completely, without arguing with the customer or losing your poise.  Review customer ____________.  Try to develop customer conviction for the product.

WHEN 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.

CLOSE IS A LOGICAL COMPLETION  Customers are moved to the point where they are convinced the product meets their needs, and they wish to purchase.

PHASE SIX: REAFFIRMING BUYER-SELLER RELATIONSHIPS  The salesperson is responsible for ________________feel confident with their purchase decisions.  Salespeople can _______________  ____________ customers that they have not been sold something that they do not need.

TECHNIQUES TO FOLLOW UP THE SALE  1-____________ the customer that his/her choice was wise  2-Using ___________ selling—recommending complementary products  3-____________ any lingering questions the customer may have  4-Explaining the sales contract fully  5-___________on or being present when the product is delivered  6-Supervising ___________ or adjustment of the product—  7-__________ the customer’s personnel in the use or sale of the product—  8-Calling the customer to ensure s/he is satisfied