SET YOUR SALESThe Selling Process

WHY LEARN ABOUT THE SELLING PROCESS? Brings _________ to you, either directly or through the

businesses Most salespeople follow the ______________________ It varies greatly from ____________________.

WHY IS SELLING IMPORTANT?

Salespeople appear __________, gaining customer confidence.

The process ensures that customers’ ______ and _____ are met.

An efficient, effective sales process may _______________________.

SIX PHASES OF THE SELLING PROCESS -No one, single, correct selling process works for all

situations. -These phases include:

1-Preparing to _____

2-____________________with customers

3-Discovering ________________

4-___________________to customer needs

5-Reaching __________

6-____________ buyer-seller relationships

PHASE ONE: PREPARING TO SELL

No salesperson can sell without _______________.

Salesperson must acquire ___________ about the product.

Identify the product’s _______________________

Generate and qualify sales leads.

-Find _______________

-Determine needs or wants and the ability to buy.

PHASE TWO: ESTABLISHING RELATIONSHIPS WITH CUSTOMERS The completion of a sale is largely determined by the first

_____________that the salesperson spends with his/her customers.

Salespeople can use their initial contact time with customers to:

-Put customers at _______

-Encourage customers to want _____________the product(s)

-Gain customer ___________

-________________impressions of themselves and the business

Your job is to try to determine what _______________have been made by the customer.

Look for clues to the customer’s personality, including:

-_______________

-_______________

-_______________

PHASE THREE: DISCOVERING CUSTOMER NEEDS -When customers do not know precisely what they want

to buy, the salesperson must be prepared to __________________through skillful questioning and careful listening.

-Asking the customer ____________ -_____________ to the answers -Observing _____________ reaction -Analyzing _____________________and comments

Assessing _________________is also important because it: -Reduces the amount of ________________required -Reduces __________________ and customer returns -Allows salespeople to serve more customers, leading to

greater potential profits for their firm and greater potential commission for themselves

DIAGNOSIS CUSTOMERS NEEDS

-A doctor diagnosing patients’ illnesses

-A car mechanic ___________________________that meets the customer’s

needs.

PHASE FOUR: PRESCRIBING SOLUTIONS TO CUSTOMER NEEDS

Offer solutions Includes the ___________________, the _________ and the

___________ demonstration. The sales talk:

-Convince the customer of the ___________

-Translate product __________ into __________

A GOOD PRODUCT DEMONSTRATION Create ___________ Allow the customer to interact/become involved in the

selling process Ask _____________ Discuss __________________ Get the product into _____________________to show them how it works

BASIC GUIDELINES FOR PRESCRIBING SOLUTIONS TO NEEDS:

1- Sell the _________ of the product rather than its features

2- Show the customer a limited number of products to avoid confusion, no more than _________

3- Show only products that ______ to the customers’ specific needs

4- Concentrate on the __________of the interest to close the sale

PHASE FIVE: REACHING CLOSURE

Many salespeople feel that the closing actually has two purposes:

Identifying any remaining objections (resistance) the customer may have

Getting the order

OBJECTIONS

An _____________ is a question or concern raised by customers after they have been shown a product

Salespeople should ___________ objections Learn to use them to their advantage in a sales

presentation

SOME TIPS FOR HANDLING OBJECTIONS ARE:

Welcome them— clearing up objections can serve as a chance for you to demonstrate your

knowledge and further solidify the product’s benefits.

___________ from the customer’s point of view to identify the real objection.

__________________________to be sure that you understand it. Answer and _____________ each objection completely, without

arguing with the customer or losing your poise. Review customer ____________. Try to develop customer conviction for the product.

WHEN ARE CUSTOMERS SATISFIED? 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.

CLOSE IS A LOGICAL COMPLETION Customers are moved to the point where they are

convinced the product meets their needs, and they wish to purchase.

PHASE SIX: REAFFIRMING BUYER-SELLER RELATIONSHIPS

The salesperson is responsible for ________________feel confident with their purchase decisions.

Salespeople can _______________ ____________ customers that they have not been sold

something that they do not need.

TECHNIQUES TO FOLLOW UP THE SALE 1-____________ the customer that his/her choice was wise 2-Using ___________ selling—recommending complementary

products 3-____________ any lingering questions the customer may have 4-Explaining the sales contract fully 5-___________on or being present when the product is delivered 6-Supervising ___________ or adjustment of the product— 7-__________ the customer’s personnel in the use or sale of the

product— 8-Calling the customer to ensure s/he is satisfied