Steps in the selling process PERSONAL SELLING Steps in the selling process

The Sales Process 1. Prospecting and qualifying 1B. pre-approach (used by some texts) 2. Approach 3. Presentation 4. Demonstration 5. Handling Objections 6. Closing 7. Follow-up

The Sales Process Prospecting and Qualifying Prospecting Identifying potential customers. It could be their appearance, or something they say that causes the sales person to “move in” and begin conversation Potential Customers can also be obtained from cards left at a booth at trade show Inquiries to a website or calls to a 1-800 number List of existing customers of related products

The Sales Process Prospecting and Qualifying Qualifying Determining that the prospect is really a potential customer.

The Sales Process Prospecting and Qualifying Qualifying …a potential customer. Definition of a customer is Interest to buy Money to buy – they show some indication of being able to afford the thing Authority to buy

The Sales Process Approach The initial contact between the salesperson and the prospective customer. Usually involves the salesperson asking some polite questions “I see you are looking at the iPhone 6 model, did you know it is on sale here cheaper than any other place in Toronto”

The Sales Process Presentation The act of giving the sales message to a prospective customer. “This is the new… that fits into the Nikon…” You can then explain the FABs Features – example: has Bluetooth for … Advantages – you can … Benefits – which will save you time doing…

The Sales Process Handling Objections The Price is too high I’m not ready to buy now You don’t have the features I wanted…exactly Location …you can’t get it to where I need to use it

The Sales Process Closing Closing The act of asking the prospect for an order. Basically, using words or gestures to confirm they will buy the item Soft Close Hard Close

The Sales Process Closing Soft Close “can I have one taken out to your car” “we have it in the colour you were asking about” Explaining payment options (as a presumption that they will pay) “so, we seem to have answered all your needs with this model” Hard Close “will that be cash or debit” “will that be all” “that’ll be $4” (hot dog vendor)

The Sales Process Follow-up Follow-up The post sales activities that often determine whether a person will become a repeat customer. Because follow-up contributes to Market Development (compared to Market Penetration) The best way to grow your business in a Competitive Environment is to build on the success with your existing customers Following up also can contribute to customers talking about your product with their family and friends Following up also includes making sure they know how to use the product They have all the right parts, or they can use the app properly