Sales Cycle OP 09


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Sales Cycle OP 09

  1. 1. The Sales Cycle Hillary Jenkins, Otago Polytechnic
  2. 2. The Sales Cycle
  3. 3. Welcoming <ul><li>Greeting </li></ul><ul><ul><li>Opening or starting the sale </li></ul></ul><ul><ul><li>Approaching the customer </li></ul></ul><ul><ul><li>Building/ establishing rapport </li></ul></ul>
  4. 4. Welcome <ul><li>Make quick, friendly eye contact </li></ul><ul><li>Stand up (if sitting) </li></ul><ul><li>Shake hands </li></ul><ul><li>Use a natural greeting phrase </li></ul><ul><li>Smile </li></ul><ul><li>Think of the buyer as a friend </li></ul><ul><li>If necessary tell them you will be right with them </li></ul>
  5. 5. Welcome <ul><li>Invite them to sit down </li></ul><ul><li>Use the client’s name </li></ul><ul><li>Use the most powerful word </li></ul><ul><li>Echo their words, mirror their mood </li></ul><ul><li>Professional Appearance and Environment </li></ul>
  6. 6. Determining Needs <ul><li>Questioning </li></ul><ul><ul><li>Probing </li></ul></ul><ul><ul><li>Assessing the situation </li></ul></ul><ul><ul><li>Gathering information </li></ul></ul><ul><ul><li>Obtaining information </li></ul></ul><ul><ul><li>Uncovering needs </li></ul></ul>
  7. 7. Determining Needs <ul><li>You meet someone from out of town and they ask </li></ul><ul><li>“ Where should I have dinner?” </li></ul><ul><li>What would you recommend? </li></ul>
  8. 8. Determining Needs <ul><li>Did you provide a recommendation? </li></ul><ul><li>If you did how did you know what this person would like? </li></ul><ul><li>What questions should you have asked? </li></ul>
  9. 9. Determining Needs <ul><li>There are four distinct types of buyers </li></ul><ul><ul><li>Each possesses a different depth of knowledge </li></ul></ul>
  10. 10. Buyers <ul><li>Don’t take it for granted that a client with a good or deep knowledge knows everything </li></ul><ul><li>Take this test and see how much you know </li></ul>
  11. 11. Assumptions a well-informed client might have <ul><li>Answer the following questions: </li></ul><ul><li>A direct flight and a non-stop flight are the same thing – True or False </li></ul><ul><li>Adjoining rooms in a hotel have a door between them – True or False </li></ul><ul><li>If you’re on a “hosted tour”, a tour manager will take care of your needs – True or False </li></ul><ul><li>An intermediate care is usually the same as a mid-size car – True or False </li></ul>
  12. 12. Assumptions <ul><li>Hawaii is rainiest in summer – True or False </li></ul><ul><li>A cruise ship’s inside staterooms don’t have windows – True or False </li></ul><ul><li>Airplanes take people faster from city to city than trains do – True or False </li></ul><ul><li>Car rentals always cost more if you pick up in one city and drop off in another – True or False </li></ul>
  13. 13. Determining Needs <ul><li>Regardless of how good their knowledge is </li></ul><ul><li>You should spend a little time exploring what and where the client’s knowledge has come from eg. friends, internet, personal experience </li></ul><ul><li>In tourism you should try to apply a consultative technique of selling (needs and desires) </li></ul><ul><li>As probing questions – form a relationship </li></ul>
  14. 14. Determining Needs <ul><li>Now you have ascertained their knowledge base – just what kind of clients are they: </li></ul><ul><ul><li>A shopper </li></ul></ul><ul><ul><li>A browser </li></ul></ul><ul><ul><li>Or a buyer </li></ul></ul>
  15. 15. Determining Needs <ul><li>Shopper </li></ul><ul><ul><li>Usually know what they want and are looking for a good deal </li></ul></ul><ul><li>Strategies for dealing with them </li></ul><ul><ul><li>Fear based closing tactic – “these reservations may not last” </li></ul></ul><ul><ul><li>Muddy the waters – offer alternatives the client may not have considered </li></ul></ul><ul><ul><li>Match the best price they have received </li></ul></ul><ul><ul><li>Ask qualifying questions – shows you care makes you stand out from the other salespeople </li></ul></ul><ul><ul><li>Offer to make a reservation without immediate financial commitment </li></ul></ul>
  16. 16. Determining Needs <ul><li>Browser </li></ul><ul><ul><li>Don’t really know what they want </li></ul></ul><ul><ul><li>Require a lot of personal attention </li></ul></ul><ul><ul><li>Divulge lots of personal information to you </li></ul></ul><ul><ul><li>May not be too serious about their trip or tour – now or ever </li></ul></ul><ul><ul><li>Use careful but limited questioning to see if they can become a buyer </li></ul></ul>
  17. 17. Determining Needs <ul><li>Buyer </li></ul><ul><li>They definitely want to make a booking </li></ul><ul><ul><li>May have once been browsers or shoppers but now want to close the deal with you </li></ul></ul><ul><ul><li>You must have impressed that client with your skills and careful question enough to make them come back to you </li></ul></ul>
  18. 18. Recommending Solutions <ul><li>Presenting recommendations </li></ul><ul><ul><li>Delivering your ideas </li></ul></ul><ul><ul><li>Linking solutions to needs </li></ul></ul><ul><ul><li>Sharing knowledge </li></ul></ul><ul><ul><li>Making a sales presentation </li></ul></ul><ul><ul><li>Matching needs with products </li></ul></ul>
  19. 19. Addressing Concerns <ul><li>Countering Objections </li></ul><ul><ul><li>Overcoming obstacles </li></ul></ul><ul><ul><li>Handling objections </li></ul></ul><ul><ul><li>Reducing resistance </li></ul></ul><ul><ul><li>Providing reassurance </li></ul></ul><ul><ul><li>Responding to concerns </li></ul></ul>
  20. 20. Enhancing the Sale <ul><li>Upselling </li></ul><ul><li>Cross selling </li></ul><ul><li>Adding Value </li></ul><ul><ul><li>Making additional recommendations </li></ul></ul>
  21. 21. Achieving an Agreement <ul><li>Closing </li></ul><ul><ul><li>Getting the business </li></ul></ul><ul><ul><li>Earning a commitment </li></ul></ul><ul><ul><li>Making the sale </li></ul></ul>
  22. 22. Follow up Ensuring satisfaction Obtaining feedback Creating loyalty