1. Set your Sales
The Selling Process

2. 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.

3. 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

4. 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!

5. 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

6. 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

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

8. 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

9. 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

10. 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!

11. 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

12. 4 steps to handle objections
Listen
Acknowledge
Restate
Answer

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

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

15. 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.

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

17. 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?

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

19. 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

20. 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!!