Set your Sales The Selling Process

Why learn about the selling process? Most salespeople follow the same basic selling process You need to learn to sell yourself as a future employee The ability to “sell” can be used in nearly all careers— even outside of business.

Why is Selling Important? Good salespeople focus on “Meeting Customers Needs!” When salespeople appear organized--they gain customer confidence. Increase company profits– gotta sell stuff to stay in business

Terms in selling Personal selling: Any form of direct (face to face) contact between a salesperson and a customer. Two-way communication! Organizational selling: B2B--Any form of direct (face to face) contact between a salesperson and an industrial user. Two-way communication!

The sales process – 7 steps --Steps include: 1-Approaching the Customer 2-Determining Needs 3-Presenting the Product 4-Overcoming Objections 5-Closing the Sale 6-Suggestion Selling 7-Follow-up

Phase One: Approaching customer Greeting the customer face-to- face Three purposes: Begin conversation Establish relationship Focus on product Be enthusiastic, courteous, & respectful Have good eye contact & be friendly

Be perceptive What is their buying style? Do business quickly or Slow pace? Make customer feel important!

Phase Two: determining needs Learning what the customer is looking for in order to decide what products to show and which product features to present first in the next step of the sale. Three methods to determine needs: Observing- nonverbal communication, listening, questioning (open-ended questions) Listening Questioning

Buying Motives Emotional- Feeling experienced by a customer through association with a product. Rational- conscious, logical reasons for purchasing a product Patronage- purchasing a product/service because of loyalty to a company

Phase Three: Presenting the product Educating the customer about the product’s features and benefits Questions: Which products do you show? Camera for professional use or novice user? What price range should you offer? Show value before price Start with medium price –work up or down depending on customer How many products should you show? No more than 3 products at a time Put away when finished What do you say? Talk about product features and benefits Use descriptive adjectives & active verbs Avoid slang & unclear words (nice, pretty, fine) Use Layman’s terms Make the presentation come alive!

Phase Four: overcoming objections Learning why the customer is reluctant to buy, providing information to remove that uncertainty, and helping the customer to make a satisfying buying decision. An objection is a question or concern raised by customers after they have been shown a product Salespeople should anticipate objections Learn to use them to their advantage in a sales presentation

4 steps to handle objections Listen Acknowledge Restate Answer

Practice time Get in your table groups Come up with a scenario Time to role play Look at pages 304-307 if you need ideas.

Phase Five: closing the sale Getting the customer’s positive agreement to buy

When to close? 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. Customers are moved to the point where they are convinced the product meets their needs, and they wish to purchase.

Phase Six: suggestion selling Suggesting additional merchandise or services that will save your customer money or help your customer enjoy the original purchase.

Suggestion Selling Recommending complimentary items for the customer to purchase. We probably hate the idea of someone asking “would you like to buy a __________ with that?” or “Would you like to donate $1 for ______________ today?” However, if the product is truly complimentary, we’re doing a service to the customer by increasing the usefulness of their initial purchase. Chargers for cell phones Attachments for a tool Look at Amazon – would you consider more options because of this feature?

Phase seven: follow-up Creating a means of maintaining contact with the customer after the sale is completed.

Techniques to Follow Up the Sale 1-Reassuring the customer that his/her choice was wise 2-Using suggestion selling—recommending complementary products 3-Answering any lingering questions the customer may have 4-Explaining the sales contract fully 5-Checking on or being present when the product is delivered 6-Supervising installation or adjustment of the product— 7-Training the customer’s personnel in the use or sale of the product— 8-Calling the customer to ensure s/he is satisfied

Role of customer service in selling relationship No one likes telemarketers---but… Does a phone call from a salesperson you bought something from—or someone in that company count? A year later– replace filters, upgrade plan, checking in Be Personal!!