Mastering sales call

EFFECTIVE SALES

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HR DEPARTMENT CX - 01

Effective Sales Call for Success

Sales Call• A short interview to gain

commitment in favor of salesman’s product

Step 1. Prospecting Step 1. Prospecting

Step 2. Pre-approach/ Preparation Step 2. Pre-approach/ Preparation

Step 3. Approach Step 3. Approach

Step 4. Presentation/ Demonstration Step 4. Presentation/ Demonstration

Identifying and Screening For Qualified Potential Customers.

Analyze / Study Set Objective Plan.

Knowing How to Meet the Buyer to Get the Relationship Off to a Good Start.

Telling the Product “Story” to the Buyer, and Showing the Product Benefits.

Basic Steps in Selling Process

Step 5. Response/ Handling Objections Step 5. Response/ Handling Objections

Step 6. Closing/ Gaining Commitment Step 6. Closing/ Gaining Commitment

Step 7. Follow-Up/ Post Call Analysis Step 7. Follow-Up/ Post Call Analysis

Seeking Out, Clarifying, and Overcoming Customer Objections to Buying.

Asking the Customer for the Order.

Following Up After the Sale to Ensure Customer Satisfaction and Repeat Business.

Basic Steps in Selling Process

Prospecting

Pre-Approach

Response/ Handling Objections

Closing/ Gaining

Commitment

Approach

Presentation/

Demonstration

Follow-Up

Basic Steps in Selling Process

Prospecting

Finding qualified sales leads Using Referrals Qualify, Classify, Categorize Cold-calling Continuous Process; all changes must be known at all time

Steps in Selling Process

Pre-approach

Steps in Selling Process

The collection of information Researching the prospect Analyze/ Study/ Set Objective/ Plan/ Define Help salesperson in planning the initial presentation to the prospective customer

Pre-Call Planning

Setting Objectives; SMARTWhat do I want to accomplish?…know about the prospect?

Planning the callWhat am I going to say?

When; the best time?How to proceed?

Pre-Call Planning (cont’d)

Prepare- How you will approach Questions/ to uncover needs & verify assumptions Benefits to satisfy needs Responses to possible reactions Use of visual aid Ways of closing/

gaining commitment

Approach

Secure access & Gain attention The development of rapport with the customer The chance to make a good first impression Adapt to the potential customer’s social style

Steps in Selling Process

The Approach: Reducing Relationship AnxietyPropriety : Show respect; dress

appropriately

Competence : Know your product/service; references

Commonality: Common interests, views, acquaintances

Pacing : Control based on situation

Intent : Reveal purpose of call, process, ask questions and payoff to the buyer

Requires asking probing questions of the prospective customer to determine needs Ask open-ended questions Make sure that the customer’s needs and potential concerns are addressed

The Personal Selling ProcessThe Personal Selling Process

PresentationArise feeling of need

Questioning

Major Objectives: To uncover real needs of the prospect To ask for/ gain/ give information To lead towards successful commitment To conduct/ control sales call

Keep Questioning as-Positive & Futuristic

To try to address all 6 buying motives

QuestioningTypes: Open Ended Question (OEQ)

How are you; who, which… Closed Ended Question (CEQ)

Yes/No as answer Benefit Tag Question (BTQ)

1 Feature : 1 Benefit followed by a CEQ

Keep Questioning as-Positive & Futuristic

To try to address all 6 buying motives

Needs Discovery: Types of questions

1. Permission Close-ended

2. Fact-finding Factual information

3. Feeling finding Open-ended questions

4. Checking questions Confirm understanding

Presentation

Show how salesman’s propositions fills that need The focus on explaining of

how the features of the product provide “benefits” Presentation may be flexible or memorized provide documentation for any statements of fact that are made

Steps in Selling Process

Sales Proposals -- General Format

1. Problem Analysis

2. Solution

3. Product Specifications

4. Cost-benefit analysis

5. Contract Formalities

DemonstrateUse

showmanshipEnsure a logical

OrderEffective Figure

& Speech

Response/

Handling Objections

Steps in Selling Process

Failing to provide adequate information, or not demonstrating how the product meets the needs of the prospectProvide information that will ensure the prospect’s confidence in making the purchase

Four types of Customer• Acceptance• Objection• Skeptic• Indifferent

Handling ConcernsListen to the buyers feelings

Share concerns without judgment

Clarify _______________________

Problem-solve present options and solutionsSupport, praise

Ask for ACTION to determine commitmentPersonalize benefit

Pseudo-Concerns“I’ll have to talk it over with Mr. …”

“I’ll get back to you.”

“I’m too busy right now.”

“This is not possible.”

“We have no scope to do it”…

Closing/

Gaining Commitment

Steps in Selling Process

Commitment is gained when the prospect agrees to take the action sought by the salesperson The salesperson must ask for commitment

Direct Ask for the order in a straight-forward mannerSummary Summarize the benefits already

covered in the presentationSingle Asks for the order if last

Objection last obstacle is overcome

Assumption Assume readiness & focus on the transaction detailsChoice Focus on version to be ordered

Closing Techniques; Goal Oriented

Follow- Up

Steps in Selling Process

The salesperson complete any agreed upon actionsThe salesperson should stay in touch to the prospect to ensure the customer’s satisfaction It is a continuous process to succeed.

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