2. The Selling Process - 3 Stages
Source Potential Customers
Opening The Sale
Building The Sale
Closing The Sale
Follow Up Sale
After Sales
Service
Prospecting
The Sales Presentation

3. Rules of Selling Adopt a Win – Win approach
Know your product – features, benefits & USPs
Sell the benefits, not the features
Research prospect
Know your customers’ needs/wants
Listen to the buyer
Relate what you are selling to the buyer’s wants and needs
Plan your sales and be prepared
Have clear and well prepared sales presentations, demonstrations and telephone calls
Make sure you know who the decision maker is

4. Sourcing Customers/Prospecting
Internal Sources:
Enquiries to advertising
Phone/mail enquiries
Internet enquiries
Customer records
Personal Contact:
Business contacts
Social networks
Formal networks
Networking
Word of mouth
Personal observation
Cold canvassing
Trade shows
Conferences
Sales seminars
Look for the MAN
Money
Authority
Need
External Sources:
Following leads
Referrals/introductions
Community contact
Other organisations
Networks
Newspaper
Directories 10

5. Contacting Prospects – Planning your Approach
Objective
How
What to say
Resources required
Next steps
Make an appointment
Create an interest
Immediate sale
Telephone
Person to person
Letter
Visit
Set an agenda
Opening statement
Sales pitch
Qualifying questions
Answers to objections
Reponses to questions
Build confidence & rapport
Business cards
Customer testimonials
Brochures
Portfolios
Diary
Writing materials
Obtain an appointment
Send information
Follow up

6. Sales Presentation Structure
Opening the sale
Body/building the sale
Closing the sale

7. Opening the Sale Make an opening statement
Introduce yourself/your business
State the purpose of the presentation quickly (within 15 seconds)
Ask qualifying questions

8. Body/Building the Sale
Provide information on you/your business and your product/service
Relate to the buyer’s needs/wants
Highlight unique selling points (USPs)
Focus on the benefits to the customer
Follow a logical sequence

9. FAB Features Advantage Focus of sales pitch Benefit
High speed processor
Advantage
Can compute twice as fast
Focus of sales pitch
Benefit
Provides customer with
more productive time

10. Why Objections Occur Disbelief/not convinced Budget/money issues
Satisfaction with a competitive product
Previous negative experience
Fear of making the wrong decision
Misunderstanding

11. Handling Objections Prepare responses in advance
Listen to the objection
Check you have understood the objection
Answer the objection
Advance the sale

12. Buying Signals Requesting a sample Requesting names of other customers
Commenting positively
Indicating problems with previous vendors
Asking specific questions re: price, features, availability, options
Negotiating

13. Closing Methods Assumptive close Alternative choice close
Immediate gain close
Fear close
Direct request close
Summary close
Negotiation close
Small decision close

14. Follow Up Explain level of service at the time of the sale
Make a courtesy call after the sale
Give customer contact numbers etc
Stay in touch
Use a database
Send customers information on offers etc

15. Benefits of Customer Care
Satisfied customers will recommend you to others
Encourages repeat sales
Dissatisfied customers will complain on average to 10 other people
Demonstrates professionalism
Poor customer care will damage your image and reduce your profits