Sales and Distribution
Management, 2e
Dr Tapan K. Panda, Great Lakes Institute of Management, Chennai
Dr Sunil Sahadev, Un...
Chapter 3
The Selling Process

Copyright © 2011 Oxford University Press

Chapter 3: The Selling Process
Stages in the selling process

Pre-sale
preparation

Follow up
action

Prospecting

Preapproach
before the
interview

Appr...
Prospecting
Successful prospecting
50 potential prospects

50 potential prospects

15 Qualified prospects

25 Qualified pr...
Process of prospecting

Identify and define prospects

Search for sources of potential
accounts

Qualify the prospects fro...
Methods of prospecting

 Cold canvassing
 Endless chain customer referral
 Prospect pool
 Centers of influence
 Non c...
Selling process

• Pre approach to selling
• Approach to the customer
• Sales presentation
- approach to sales presentatio...
Handling customer objections
Suggested by SMITH
• Start with your highest expectations

• Avoid conceding first
• BE sure ...
Methods of handling customer objections
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Superior feature method
Yes…But method
Reverse English meth...
Closing the sale
• Methods of closing the sale
• Follow-up action
• B2B selling

Copyright © 2011 Oxford University Press
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  1. 1. Sales and Distribution Management, 2e Dr Tapan K. Panda, Great Lakes Institute of Management, Chennai Dr Sunil Sahadev, University of Sheffield, UK Copyright © 2011 Oxford University Press Chapter 3: The Selling Process
  2. 2. Chapter 3 The Selling Process Copyright © 2011 Oxford University Press Chapter 3: The Selling Process
  3. 3. Stages in the selling process Pre-sale preparation Follow up action Prospecting Preapproach before the interview Approach to the customer Closing the Sale Handling Customer Objections Sales Presentation Copyright © 2011 Oxford University Press Chapter 3: The Selling Process
  4. 4. Prospecting Successful prospecting 50 potential prospects 50 potential prospects 15 Qualified prospects 25 Qualified prospects 6 Interviews 17 Interviews 1 sale 7 sales No Yes Successful prospecting Copyright © 2011 Oxford University Press Chapter 3: The Selling Process
  5. 5. Process of prospecting Identify and define prospects Search for sources of potential accounts Qualify the prospects from the suspects Copyright © 2011 Oxford University Press Chapter 3: The Selling Process
  6. 6. Methods of prospecting  Cold canvassing  Endless chain customer referral  Prospect pool  Centers of influence  Non competing sales force  Observation  Friends and acquaintances  Lists and directories  Direct mail  Telemarketing  Trade shows and demonstrations Copyright © 2011 Oxford University Press Chapter 3: The Selling Process
  7. 7. Selling process • Pre approach to selling • Approach to the customer • Sales presentation - approach to sales presentation - attracting customer attention - creating interest - arousing desire and building conviction • Methods of sales presentation - canned presentation - organized presentation - tailored presentation Copyright © 2011 Oxford University Press Chapter 3: The Selling Process
  8. 8. Handling customer objections Suggested by SMITH • Start with your highest expectations • Avoid conceding first • BE sure the customer understands the value of a concession • Make concessions in small amounts • Admit mistakes and make corrections willingly • BE prepared to withdraw a concession • Avoid ‘split the difference’ strategy • Do not advertise willingness to concede Copyright © 2011 Oxford University Press Chapter 3: The Selling Process
  9. 9. Methods of handling customer objections            Superior feature method Yes…But method Reverse English method Indirect denial method Pass out method Comparison method Direct denial method Another angle method Narrative method Testimonial method Question or WHY method Copyright © 2011 Oxford University Press Chapter 3: The Selling Process
  10. 10. Closing the sale • Methods of closing the sale • Follow-up action • B2B selling Copyright © 2011 Oxford University Press Chapter 3: The Selling Process

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