Sales management and Techniques

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  • 1. Sales Management By: Zabihullah N. zabih.zaid@yahoo.com
  • 2. Learning Objectives - Sale Development Knowledge - Sales Skills Development - The selling process
  • 3. Essential Sales Development Knowledge - Company knowledge - Product knowledge - Prices - Advertising and sales promotion - Channels of distribution - Customers - Competition and industry
  • 4. Sales Skills Development - Involves 2 Elements 1. Have Persuasive Communication Skills 2. Understand The Selling Process
  • 5. 1- Having Persuasive Communication Skills - Talking about product benefits to the customer rather than the product’s all features. - Nonverbal body language – learning to recognize a buyer’s nonverbal signs and how to send out positive nonverbal body signals. - Questioning or probing and listening skills. - Using visual aids, and demonstrations in the sales presentation.
  • 6. 2- The Selling Process
  • 7. I. Prospecting A qualified prospect: - Has the money to buy - Has the authority to buy - Has the desire to buy
  • 8. Prospecting Continued… Prospect v/s Lead A prospect is a potential customer who may present a good opportunity for doing business with the company. A lead is just a contact information.
  • 9. Prospecting continued… Prospecting Methods - E-prospecting - Cold calling - Customer referral - Company database - Public exhibitions - Orphaned customers - Observation
  • 10. II. Pre-approach An important stage in the sales process that means gathering and analyzing all important information about prospect before engaging him or her in the selling process.
  • 11. III. Approach “First impression is the last impression” The 1st face to face contact with customer which sets the atmosphere for other steps of the sale. Establishes a relationship with the customers.
  • 12. Approach Continued… Follow the following rules: 1. Arrive early to show you are interested and give yourself time to organize your thoughts. 2. Be well-dressed. 3. Introduce yourself and your company. 4. Offer a business card.
  • 13. Approach Continued… 5. Maintain good eye contact. 6. Provide verbal and nonverbal feedback. 7. Give customers your undivided attention. 8. Listen with empathy and an open mind. 9. Get him talking by asking open-ended questions. But don’t ask too many questions in a row. 10. Do not interrupt.
  • 14. IV. Presentation The rule of thumb before the presentation: 40% preparation 20% presentation 40% follow-up
  • 15. Presentation Continued…
  • 16. Presentation Continued… - Show how your product helps solve customer’s problems. - Make the presentation relevant to the customer’s level of understanding. - Get to the point. Don’t waste your customer’s precious time. - Be interesting. Not boring. - Believe in your product/service.
  • 17. Presentation Continued… Reduce customer fears by: 1. Money back/satisfaction guarantees. 2. Favorable, convenient return policies. 3. Warranties. 4. Free trials. 5. Testimonials. 6. Quality standards.
  • 18. Presentation Continued… Your final goal is to prove that: - Customer needs your product or service. - Your product is the solution to his problem. - You are the person from whom he should buy. - Your company is the one to deal with - The time to buy is now. - The price and terms are fair.
  • 19. V. The Trial Close It involves checking the prospect’s attitude toward the sales presentation. A salesperson may use it in the following ways: - How does that sound to you? - What color do you prefer? - Would you like to have one or two? - What price range can you afford? - What other services are you looking for along with this? Etc.
  • 20. VI. Handling Objections An objection is anything the prospect says or does that is an obstacle to smooth closing. Why a customer objects: - Dislike decision making. - Prefer old habits. - Reluctance to give up something old for something new. - Unpleasant past associations with you or your company. - Resistance to domination. - Perceived threat to self image. - Your presentation is misunderstood.
  • 21. Elements for Objection 1. Price Don’t give the price early. Explain the benefits first. If insisted, give the price and go to selling process quickly. 2. Price/value Ask for an incident with respect. If true, explain how the problem has been overcome.
  • 22. Objection Continued… 3. Product/Service Offer variety of samples. Talk about the new manufacturer. Explain different service packages, etc. 4. Salesperson Accept and appreciate. Continue with the selling process. 5. Company (your views)
  • 23. Objection Continued… Start your replies to Objections with: “You raised an excellent point…..” or “Right. Let me make myself clear…..” or “I understand how you feel…..” or “Well, let me put it this way…..” or “Ok sir. Suppose if..… . Will you…?” or “I am afraid it may not be true. We have....................” or ………………………….. (your views).
  • 24. VII. The Close Closing is the process of helping people make a beneficial decision. Certain Closing methods include: 1. Giving Customer time to think. 2. Ensuring a customer can afford what you are selling. 3. Emphasizing how now is the best time to buy. 4. Use a calculator to count the benefits. 5. Letting the customer know that not everyone is offered this product or service.
  • 25. The Close Continued… 6. Closing on a future date. 7. Saying how the product/service is for intelligent people. 8. Showing the cost of not buying. 9. Showing how others are queuing up to buy the product/service. 10. Giving them of other similar customers examples.
  • 26. The Close Continued… Always have Patience: 1. 48% quit after the 1st contact. 2. 73% quit after the 2nd contact. 3. 85% quit after the 3rd contact. 4. 90% quit after the 4th contact. 5. 10% get the business. Remember 80% of the customers can be closed.
  • 27. VIII. The Follow-Up - It’s not over when the customer buys your product/service. - Make sure delivery is made, customer is trained, and customer is happy. - Periodically, check in with customer. Don’t just show up when it’s time to make another sale. - Assist the customer in getting the replacement parts.
  • 28. Questions and Discussions….