Description
This presentation on personal selling process describes about trial close, prospecting, handling objection, closing, lead generations
? Pre-call
WRITE DOWN THE STEPS
Preparation ? Prospecting ? The Approach ? Problem Recognition ? Presentation ? Handling Objections ? Closing ? Building
Buyer Seller Interaction
Theories of Selling
? Pre-call
Preparation ? Prospecting ? The Approach ? Problem Recognition ? Presentation ? Handling Objections ? Closing ? Building
AIDAS
SITUATION RESPONSE
BUYING FORMULA
BEHAVIOURAL EQUATION
?Trial Close
? “ Do you have any other questions?” ? “Where shall we go from now?” ? “Shall I go to the commercial aspects?” ? “What is your opinion on this?”
?Prospecting ?Handling Objections ?Closing
Prospecting : The process of determining the organizations and individuals that will most likely purchase your products Prospect : A potential customer that meets the qualification criteria established by your company.
Prospecting is not segmenting Exercise What is the segment for mid range car?
?You are the salesman in a Maruti car
dealership. ?There is a special scheme for an exchange offer. ?How to find prospects ?
Salesman Mr.Sharma
Yes Yes
Has Resources?
Has Power?
No
Interested?
Customer
No
Yes
No
MAD (Money, Authority and de SMART
Hot Prospect = My + Ay + Dy ? OR Hot Prospect = My x Ay x Dy ?
? Baleno ? Esteem ? Zen Estillo ? Maruti 800 ? Maruti
Omni ? Alto ? Wagon R ? Swift
Two families – Husband & Wife + 2 teenaged offsprings Husband & Wife + 2 teenaged offsprings Income both above Rs.7.00 pa Second case both husband and wife work Family Income is Rs. 12.00 lakhs First case wants finance option. Second case is cash upfront First case car for all purposes Second case only home - office First case – car for family Second case – additional car for the wife
Sales Sales Leads Leads
Screening Procedures for Qualifying Leads
Qualified Qualified Prospect Prospect s s
Define & Search
Qualify/Fitment
?Every salesperson must cope with
customer attrition
? Customers move, firms go out of
business, sales lost to competition… ? Average company may lose 15-20% of customer base every year.
?Cold Canvassing ?Referrals ?Direct Mail / Telemarketing ?Centre of Influence ?Trade Shows /
Demonstrations
?High Hit Rate ( Relative ) ? Road Shows v/s Cold Calling ?Short Cycle Time ? Telemarketing
?MAD + ? Can the lead be approached favorably? ? Is the lead eligible to buy?
?Company ‘X’ wants to buy computers ?Computers cut costs ?Cost cutting is a competitive advantage. ?Competitive Advantage gives leadership
What is being purchased by company “X” ? Computers or Leadership ?
?What
? Opposition or resistance to information or the
salesperson’s request
?When
? Can occur anytime sales call ? Need to quickly determine what to do
?Practical
? Price ? Product ? Delivery ? No Need ? Source
?Psychological
? Resistance to spending money ( I am OK without
your product) ? Resistance to domination ( you can’t tell me what’s good for me) ? Predetermined beliefs ( PSU are bad) ? Negative image of sales people ( They are all cheats ) ? Hate making decisions ( Risk Averse )
?Direct Denial ?Indirect Denial ?Compensation ?Third Party ?Boomerang ?Forestalling ?Questioning
Incorrect Information
Genuine Objections
Incorrect Info / Alibi
“You overcharged us last time.”
?Direct Denial ? “Absolutely no. We never do that. ?Indirect Denial ? “I can understand why you feel that way. Given
the circumstances it was the best price we gave to any customer. Nobody got the price that we gave you.”
? Compensation ? Yes, but the facility to control brightness through
remote is excellent. Traditional switches do not give that. ? Third Party ? Oakland University has 100 modules installed in their buildings. They also had similar doubts. ? Boomerang ? Deliberately designed that way. So that strangers do not tinker around with it. ? Forestalling ? See the switch requires training to operate which is an advantage / which is a weakness. ? Questioning ? What do you exactly mean by user friendliness sir ?
?Procrastinating Objectives
? I’ll think about it ? I’ll talk to other sales reps
?Hidden Objectives
? Your product is not exactly what we are looking
for ? Your service is pathetic (avoid conflict)
?Direct Question
? “Would you be interested in “X” or “Y”
?Non-Directive Question
? What, When, How, Why, Who, Where etc ? What exactly are you looking in a light switch sir ?
?Rephrasing Question
? You are saying that price is very important to you. Right
sir ?
?Redirect Question
? Would you not agree that facility to control brightness is
important?
?Need Objection ?Product Objection ?Price Objection ?Time Objection ?Source Objection
?It is possible to categorize objections. ?Same objections from customer to
customer
?If after the call it is analyzed ? What were the objections? ? How were they handled ? ? What happened ? ?It is possible to be prepared for
?Direct Close ?Alternative Close ?Conditional Close ?Summary Close ?Assumption Close ( my recent experience) ?Concession Close ?Probability Close ?Emotional Close
doc_736869659.ppt
This presentation on personal selling process describes about trial close, prospecting, handling objection, closing, lead generations
? Pre-call
WRITE DOWN THE STEPS
Preparation ? Prospecting ? The Approach ? Problem Recognition ? Presentation ? Handling Objections ? Closing ? Building
Buyer Seller Interaction
Theories of Selling
? Pre-call
Preparation ? Prospecting ? The Approach ? Problem Recognition ? Presentation ? Handling Objections ? Closing ? Building
AIDAS
SITUATION RESPONSE
BUYING FORMULA
BEHAVIOURAL EQUATION
?Trial Close
? “ Do you have any other questions?” ? “Where shall we go from now?” ? “Shall I go to the commercial aspects?” ? “What is your opinion on this?”
?Prospecting ?Handling Objections ?Closing
Prospecting : The process of determining the organizations and individuals that will most likely purchase your products Prospect : A potential customer that meets the qualification criteria established by your company.
Prospecting is not segmenting Exercise What is the segment for mid range car?
?You are the salesman in a Maruti car
dealership. ?There is a special scheme for an exchange offer. ?How to find prospects ?
Salesman Mr.Sharma
Yes Yes
Has Resources?
Has Power?
No
Interested?
Customer
No
Yes
No
MAD (Money, Authority and de SMART
Hot Prospect = My + Ay + Dy ? OR Hot Prospect = My x Ay x Dy ?
? Baleno ? Esteem ? Zen Estillo ? Maruti 800 ? Maruti
Omni ? Alto ? Wagon R ? Swift
Two families – Husband & Wife + 2 teenaged offsprings Husband & Wife + 2 teenaged offsprings Income both above Rs.7.00 pa Second case both husband and wife work Family Income is Rs. 12.00 lakhs First case wants finance option. Second case is cash upfront First case car for all purposes Second case only home - office First case – car for family Second case – additional car for the wife
Sales Sales Leads Leads
Screening Procedures for Qualifying Leads
Qualified Qualified Prospect Prospect s s
Define & Search
Qualify/Fitment
?Every salesperson must cope with
customer attrition
? Customers move, firms go out of
business, sales lost to competition… ? Average company may lose 15-20% of customer base every year.
?Cold Canvassing ?Referrals ?Direct Mail / Telemarketing ?Centre of Influence ?Trade Shows /
Demonstrations
?High Hit Rate ( Relative ) ? Road Shows v/s Cold Calling ?Short Cycle Time ? Telemarketing
?MAD + ? Can the lead be approached favorably? ? Is the lead eligible to buy?
?Company ‘X’ wants to buy computers ?Computers cut costs ?Cost cutting is a competitive advantage. ?Competitive Advantage gives leadership
What is being purchased by company “X” ? Computers or Leadership ?
?What
? Opposition or resistance to information or the
salesperson’s request
?When
? Can occur anytime sales call ? Need to quickly determine what to do
?Practical
? Price ? Product ? Delivery ? No Need ? Source
?Psychological
? Resistance to spending money ( I am OK without
your product) ? Resistance to domination ( you can’t tell me what’s good for me) ? Predetermined beliefs ( PSU are bad) ? Negative image of sales people ( They are all cheats ) ? Hate making decisions ( Risk Averse )
?Direct Denial ?Indirect Denial ?Compensation ?Third Party ?Boomerang ?Forestalling ?Questioning
Incorrect Information
Genuine Objections
Incorrect Info / Alibi
“You overcharged us last time.”
?Direct Denial ? “Absolutely no. We never do that. ?Indirect Denial ? “I can understand why you feel that way. Given
the circumstances it was the best price we gave to any customer. Nobody got the price that we gave you.”
? Compensation ? Yes, but the facility to control brightness through
remote is excellent. Traditional switches do not give that. ? Third Party ? Oakland University has 100 modules installed in their buildings. They also had similar doubts. ? Boomerang ? Deliberately designed that way. So that strangers do not tinker around with it. ? Forestalling ? See the switch requires training to operate which is an advantage / which is a weakness. ? Questioning ? What do you exactly mean by user friendliness sir ?
?Procrastinating Objectives
? I’ll think about it ? I’ll talk to other sales reps
?Hidden Objectives
? Your product is not exactly what we are looking
for ? Your service is pathetic (avoid conflict)
?Direct Question
? “Would you be interested in “X” or “Y”
?Non-Directive Question
? What, When, How, Why, Who, Where etc ? What exactly are you looking in a light switch sir ?
?Rephrasing Question
? You are saying that price is very important to you. Right
sir ?
?Redirect Question
? Would you not agree that facility to control brightness is
important?
?Need Objection ?Product Objection ?Price Objection ?Time Objection ?Source Objection
?It is possible to categorize objections. ?Same objections from customer to
customer
?If after the call it is analyzed ? What were the objections? ? How were they handled ? ? What happened ? ?It is possible to be prepared for
?Direct Close ?Alternative Close ?Conditional Close ?Summary Close ?Assumption Close ( my recent experience) ?Concession Close ?Probability Close ?Emotional Close
doc_736869659.ppt