2. Selling Process - The Six Key Steps
Virtually every sales interaction will follow the Six Key
Steps of
1
11 • Prospecting• Prospecting
22 • Initial Contact• Initial Contact
33 • Sales Presentation• Sales Presentation
44 • Handling Objections• Handling Objections
55 • Closing the sale• Closing the sale
66 • Follow-Up and after sale service• Follow-Up and after sale service
Presented by Ram
4. Sales Presentation
— Most important part of the
sales process is presenting
products or services to
prospects.
— Opportunity to
a. Understand your customer’s
needs
b. Demonstrate knowledge about
your products, services and
company.
— Most important part of the
sales process is presenting
products or services to
prospects.
— Opportunity to
a. Understand your customer’s
needs
b. Demonstrate knowledge about
your products, services and
company.
Presented by Ram
5. Sales Presentation – Success Factors
Set Objectives for the Sales call
• Write the objectives on index cards and keep the cards
handy to make notes as you think of items to add.
Set Objectives for the Sales call
• Write the objectives on index cards and keep the cards
handy to make notes as you think of items to add.
Be on time for sales appointments
• If you are unavoidably delayed, call before the appointment
to let the prospect know your estimated time of arrival.
Be on time for sales appointments
• If you are unavoidably delayed, call before the appointment
to let the prospect know your estimated time of arrival.
Be prepared for your call
• Have your sales brochures, demonstration materials,
and other supplementary information available
Be prepared for your call
• Have your sales brochures, demonstration materials,
and other supplementary information available
Presented by Ram
6. Sales Presentation – Success Factors
Listen, Ask and Engage
• Let prospects talk 90 percent of the time; they'll tell you how
to sell to them.
Listen, Ask and Engage
• Let prospects talk 90 percent of the time; they'll tell you how
to sell to them.
Customize to connect
• Adapt your sales presentation to your prospect.
Customize to connect
• Adapt your sales presentation to your prospect.
Don't be afraid to be excited about your product
• Your enthusiasm carries a strong message about your personal
investment in the product
Don't be afraid to be excited about your product
• Your enthusiasm carries a strong message about your personal
investment in the product
Focus on Benefits
Answer "Why would I want to own that product?" Benefits are
what cause people to buy
Focus on Benefits
Answer "Why would I want to own that product?" Benefits are
what cause people to buy
Presented by Ram
7. Sales Presentation – Success Factors
Invite prospects to interact with productInvite prospects to interact with product
Use testimonials
• A satisfied customer is the best reference.
Use testimonials
• A satisfied customer is the best reference.
Limit the choices
• Too many options may prove overwhelming, resulting in no
choice
Limit the choices
• Too many options may prove overwhelming, resulting in no
choice
Follow up, follow up, follow up
Determine what your prospect seemed most interested in and
work that into your follow-up plan. Follow through on promises
Follow up, follow up, follow up
Determine what your prospect seemed most interested in and
work that into your follow-up plan. Follow through on promises
Presented by Ram
8. You can’t say the right thing to the wrong person
You can’t say the wrong thing to the right person
Presented by Ram
9. What is Sales Objection?
An objection is anything that the prospect says or
does, that slows down or stops the buying process.
An objection is anything that the prospect says or
does, that slows down or stops the buying process.
Salesperson’s job
• Uncover the objections and answer them to the
prospect or client’s satisfaction.
• Not fear them, it should be considered as a normal
part of the sales process.
• Anticipate and plan potential answers to objections
to be more confident in the responses to customers.
• Select the most appropriate method for handling the
objections.
Presented by Ram
10. Objections vs. Excuses
— Are concerns,
hesitations, doubts, or
other honest reasons a
customer has for not
making a purchase.
— Give you an opportunity
to present more
information to the
customer.
— Are concerns,
hesitations, doubts, or
other honest reasons a
customer has for not
making a purchase.
— Give you an opportunity
to present more
information to the
customer.
ObjectionsObjections
— Insincere reasons for
not buying or not
seeing the salesperson.
— Insincere reasons for
not buying or not
seeing the salesperson.
ExcusesExcuses
Presented by Ram
11. Objection Genesis
The customer does not have an immediate need for the
product or wants the product but does not truly need it.
The customer does not have an immediate need for the
product or wants the product but does not truly need it.
NeedNeed
The customer is concerned about such things as construction,
ease of use, quality, color, size, or style.
The customer is concerned about such things as construction,
ease of use, quality, color, size, or style.
ProductProduct
The customer has had negative past experiences with the firm
or brand.
The customer has had negative past experiences with the firm
or brand.
SourceSource
The customer does not want to spend so much money.The customer does not want to spend so much money.PricePrice
The customer is unwilling to buy immediatelyThe customer is unwilling to buy immediatelyTimeTime
Most objections originate on key decisions customer has to make
about the below
Presented by Ram
12. Understanding Objections
Is the
prospect’s
response
a
Is the
prospect’s
response
a
Request for
more
information?
Request for
more
information?
True Objection?True Objection?Excuse?Excuse? Condition?Condition?
MajorMajor MinorMinor
PracticalPractical PsychologicalPsychological
Presented by Ram
13. Understanding Objections
— True Objection - prospect clearly states the real
objection to purchase a product
— Excuse - prospects do not state their objections
clearly.
— Practical Objections – Objections could be
related to price, need, current stock levels, delivery
schedule
— Psychological Objection - Not interested to
spend money, Do not like to be controlled,
Personal prejudice and beliefs, Negative image of
salespeople, Hates to make a buying decision
Presented by Ram
14. Handling objections - Four Step
Process
Step 1Step 1
Listen
carefully
Listen
carefully
Step 2
Acknowledge
the customer’s
objections
Acknowledge
the customer’s
objections
Step 3Step 3
Restate the
objections
Restate the
objections
Step 4Step 4
Answer the
objections
Answer the
objections
Presented by Ram
15. Objection Handling Techniques
Bounce back what they give youBoomerangBoomerang
Take a higher or lower view point
Objection
Chunking
Objection
Chunking
Make closure a condition for resolving
the objection
Conditional
Closure
Conditional
Closure
Avoid responding to objectionDeflectionDeflection
Say how reasonable the objection isJustificationJustification
Presented by Ram
16. Objection Handling - Closure
— Confirm if all objections
have been resolved and
overcome.
— Find out now if there is a
possibility of the
prospect raising further
objections.
— Use a trial close to
determine if you have
overcome the objections.
— Confirm if all objections
have been resolved and
overcome.
— Find out now if there is a
possibility of the
prospect raising further
objections.
— Use a trial close to
determine if you have
overcome the objections.
ResolvedResolved
— If the objection raised is a major one
that cannot be easily overcome, admit
it and show how your product’s
benefit outweighs the disadvantages.
— When you are very sure that you
cannot overcome the objections and
the prospect may not buy, go ahead
and close.
— Do not forget to ask for the order i.e.
to ask the prospect to buy. Buyer or
prospect is only saying no to the
product and not to you. You need to
ask to close the deal.
— If the objection raised is a major one
that cannot be easily overcome, admit
it and show how your product’s
benefit outweighs the disadvantages.
— When you are very sure that you
cannot overcome the objections and
the prospect may not buy, go ahead
and close.
— Do not forget to ask for the order i.e.
to ask the prospect to buy. Buyer or
prospect is only saying no to the
product and not to you. You need to
ask to close the deal.
Not ResolvedNot Resolved
Presented by Ram
