Mastering sales call
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The document discusses the key steps in an effective sales process. It outlines seven steps: prospecting, pre-approach, approach, presentation, handling objections, closing, and follow-up. For each step, it provides details on activities like qualifying leads, researching prospects, asking questions to determine needs, presenting product benefits, overcoming objections, gaining commitment from the customer, and following up after the sale. The overall process is presented as a cycle to ensure customer satisfaction and repeat business.
Mastering sales call
- 1. Prepare By HR DEPARTMENT CX - 01
- 2. Effective Sales Call for Success Sales Call •A short interview to gain commitment in favor of salesman’s product
- 3. Basic Steps in Selling Process Step 1. Prospecting Step 2. Pre-approach/ Preparation Step 3. Approach 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.
- 4. Basic Steps in Selling Process Step 5. Response/ Handling Objections Step 6. Closing/ Gaining Commitment 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.
- 5. Prospectin g Pre- Approach Response / Handling Objections Closing/ Gaining Commitment Approach Presentati on/ Demonstr ation Follow-Up Basic Steps in Selling Process
- 6. 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
- 7. Steps in Selling Process Pre-approach The collection of information Researching the prospect Analyze/ Study/ Set Objective/ Plan/ Define Help salesperson in planning the initial presentation to the prospective customer
- 8. Pre-Call Planning Setting Objectives; SMART What do I want to accomplish? …know about the prospect? Planning the call What am I going to say? When; the best time? How to proceed?
- 9. 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
- 10. Steps in Selling Process 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
- 11. The Approach: Reducing Relationship Anxiety Propriety : 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
- 12. The Personal Selling Process Presentation Arise feeling of need 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
- 13. 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
- 14. Questioning Types: 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
- 15. 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
- 17. Steps in Selling Process 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
- 18. Sales Proposals -- General Format 1. Problem Analysis 2. Solution 3. Product Specifications 4. Cost-benefit analysis 5. Contract Formalities Demonstrate Use showmanship Ensure a logical Order Effective Figure &
- 19. Steps in Selling Process Response/ Handling Objections Failing to provide adequate information, or not demonstrating how the product meets the needs of the prospect Provide information that will ensure the prospect’s confidence in making the purchase
- 20. Four types of Customer • Acceptance • Objection • Skeptic • Indifferent
- 21. Handling Concerns Listen to the buyers feelings Share concerns without judgment Clarify _______________________ Problem-solve present options and Support, praise Ask for ACTION to determine commitment Personalize benefit
- 22. 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”…
- 23. Steps in Selling Process Closing/ Gaining Commitment Commitment is gained when the prospect agrees to take the action sought by the salesperson The salesperson must ask for commitment
- 24. Closing Techniques; Goal Oriented Direct Ask for the order in a straight-forward manner Summary Summarize the benefits already covered in the presentation Single Asks for the order if last Objection last obstacle is overcome Assumption Assume readiness & focus on the transaction details Choice Focus on version to be ordered
- 25. Steps in Selling Process Follow- Up The salesperson complete any agreed upon actions The salesperson should stay in touch to the prospect to ensure the customer’s satisfaction It is a continuous process to
- 27. Square wheels LOOK AT THE PICTURE FOR 2 MINUTES © Performance Management Company, 1993 Not for Reproduction
- 28. Knowledge Core Competence Attitudes Skills
- 29. Attempt may fail but Don’t Fail to Make an Attempt