Personal Selling Flashcards
(20 cards)
What is Personal Selling?
personal presentation by the firm’s sale force for the purpose of making sales and building customer relationships
Steps in the Selling Process
- Prospecting & Qualifying
- Pre-approach
- Approach
- Presentation & Demonstration
- Handling Objections
- Closing
- Follow Up
Prospecting & Qualifying
obtain leads and scout out qualified prospects
- Referrals
- Directories
- Cold Calling
Pre- Approach
learn as much as possible about a prospective customer before making a sales call
- make an immediate sale?
- gather information only?
- qualify the prospect?
how & when to contact
Approach
salesperson meets customer for the first time
- salesperson appearance
- opening lines
- key questions about buyer’s needs
- show a display or sample to attract attention
Presentation & Demonstration
salesperson sells the product “value story” to the buyer, highlighting customer benefits and how company can solve their problems
- shows solutions/results
- good listening skills
example; Boise “you’ll notice a difference” ad
Handling Objections
salesperson seeks out, clarifies, and overcomes customer objections to buying
- seek out hidden objections
- ask buyer to clarify objections
CONVINCE THEM ITS GOOD
Handling objections (TACTICS)
- salesperson is in control
- establish a relationship
- use emotion
- refer to buyer’s core values
- reduce risk of buying
- give sense of urgency
Closing
salesperson asks the customer for the order ( seal the deal )
Follow-Up
follow-up after the sale to ensure the customer satisfaction and repeat business (check-in)
“Magic Wand” question
what would you change?
Key Talents of Successful Salespeople
- intrinsic motivation
- disciplined work style
- ability to CLOSE A SALE
- ability to build relationship with customer
Outside vs. Inside
Outside; salespeople who travel to call on customers in the field
Inside; salespeople who conduct business from their offices via telephone, internet, or visits
Territorial
salesperson assigned to exclusive area and sells full line of products
example; Campbell’s
Product
sales force sells only certain product lines
example; Kodak, GE
Customer
sales force organized by customer or industry
example; black & decker
Complex
combination of several of the above is most common for nationwide companies
Types of Reports
Sales- weekly or monthly work plans
Call - salespeople write up their completed actives
Expense- salespeople turn in these reports for which they are partly reimbursed
Sales people GOOD AT
sales reports, contact reports ( part of call )
Sales people BAD AT
competitive information, complete expense reports, details of promises made ( part of call)
