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Professional Selling: MKT 3580Chapter 9: Building a Customer Base
Learning Objectives
How to develop a prospect base
Criteria for qualifying prospects
Managing prospects
Some Quick Definitions Prospecting = Identifying potential customers
Prospect = Potential customer that meets the qualification criteria established by your company
Prospect base = Made up of current customers and potential customers
Importance of Prospecting: Attrition What are some sources?
Customer may have a one-time need
Customer may move outside salesperson’s territory
Firm may go out of business or merge
Sales may be lost to the competition
Companies may lose of customer base annually
Girard’s
Ferris Wheel
Prospecting is necessary to…
Improve the quality of prospects
Increase number of people who board the Ferris wheel
Shorten sales cycle by determining which prospects are “qualified”
Sources of Prospects Referrals & Centers of influence
Directories
Trade publications
Trade shows & events
Telemarketing/email
Direct-response advertising & sales letters
Websites
Computerized databases
Cold calling
Networking
Educational seminars
Non-sales employees
Referrals Prospect recommended by current satisfied
customer or one familiar with product
At close of presentation, ask who else could benefit from product
Centers of influence: person who does not make decision but has influence on those that do
Opinion leaders
market mavens
Computer Databases = Your firm’s existing databases
= Lists available from variety of sources
Purchasing databases can be costly
Not all databases are equal, some have greater pull
Cold Calling without referralsNew salespeople rely on this method to build prospect base
Must be strategically planned
Prelude to in-person appointment
Way to introduce yourself and company to prospect
Networking Making [& profiting from] personal connections
Networking guidelines Meet as many people as you can Tell them what you do Do not do business while networking Offer business card Edit contacts/conduct follow-ups
Three Types of s
Networking within your social circle
Qualifying Prospects
Does the prospect my product?
Does the prospect have the to buy my product?
Does the prospect have the to buy my product?
Does the prospect have the to buy my product?
Managing the Prospect Base While accumulating data is nice,
Not just who bought what, when, how much, etc. Sales firms need to know about the prospect’s
Industry, competitors, marketplace, goals
So what do you do with all this info?Have to organize it to get any value from it
Collecting & Organizing Prospect Info How many prospects do you want? How do you keep everyone happy? Customer Relationship Management (CRM) Popular CRM systems:
Salesforce.com Oracle NetSuite Microsoft
Portfolio Model for Classifying Prospects
The Sales Process/Funnel Model
• Cold Call 1000 people
• 100 actually listen
• 25 of those like what you say
• 10 of those become customers