Steps of a Sales callCall Steps Salesmans Action Prospects Decision Find / Identify /Qualify / Classify Prospection /Categorize Analyze / Study / set objective Preparation Plan / Define Secure access / gain attention / Willing to see / to Approach awake interest listen Find out needs / buying motives / Presentation Wants / will benefit present benefits Listen to responses / reactions/ buying Responses Understands signals Needs / wants will Close Ask for order / commitment benefit Post - call Follow through / evaluate
Evolution of the Sales Process Prospecting Customer Retention Pre-approach Pre Database/Knowledge management Approach Relationship Selling Presentation MarketingOvercoming Objections Problem Solving Closing Adding Value Following‐up Relationship Maintenance
Steps of a Sales callFirst Step• Identify the target market• What segments exist in my territory?• Who are the potential buyers in these segments?
Steps of a Sales callSecond Step Find the potential prospects:- Records Superior Observations Non – competing sales persons
Steps of a Sales callThird Step• Qualify the prospect:-• Needs• Financial ability• Buying decision• Potentiality
Steps of a Sales callFourth step• Evaluate user status:-• Current user• Lapsed user• Competitor user• Non – user (of class)
Steps of a Sales callFifth step:• Classify your prospect according to:-• Specialty• Potentiality• Adoption sequence
Adopter categories Adopters Early Late Innovators: venture some Early Late majority :skeptical adopters: respected Laggards : tradition-bound Early majority: intentionalAge Younger OlderEducation Well educated Less educatedIncome Higher Lower
Adopter categories Adopters Early LateSocial relationships: Innovators : within wide Totally localwithin or outside experiencecommunity Others: more localitiesSocial status Higher LowerInformation sources Wider variety, many media Limited media exposure, rely on local groups
PreparationFirst Part:• SMART Objectives: Specific Measurable Ambitious / Realistic Triggering action / Decision• Yardstick to measure your success: Factor, data, etc. obtained from reliable sources
PreparationPlanning the call:How do you want to proceed? Find out best time to see customer Prepare Approach Questions / to uncover needs and verify assumptions Benefits to satisfy needs Responses to possible reactions Use of visual aid Ways of closing / gaining commitment Preparation enhances confidence and lead to more sales
Planning your call strategyHow are you going to achieve your objective?I. Finding out the best time.II. List all of your products strong sales features, benefits, and your competitive advantages.
Planning your call strategyHow are you going to achieve your objective?III. Analyze your competitors: Who are your competitors? What are the strengths of your competitors? Why do people buy from competitors? What are their weaknesses? Why do customers buy from you and not from competitors? What are your competitors doing right? How can you imitate their success?
PreparationPrepare: Approach Questions to uncover needs and verify assumptions Benefits to satisfy needs Responses to possible reactions Use of visual aid Ways of closing / gaining commitments
ApproachMain goals: To gain the prospects attention To stimulate the prospects interest To provide a smooth transition into the presentation
ApproachThree parts of approach Introduce yourself and whom you represent The purpose of your call A question
ApproachApproach Techniques: Referral Call objective Product or service benefit Buyer needs
ApproachAvoid negative "Suicidal" approach: To apologize in the beginning To refer to last negative visit To start asking (How is business?) or (May I help you?) To begin with close-ended question
ApproachApproach Techniques: Utilizing your call objective(s) Utilizing a prospects needs (known or unknown) Utilizing a product and / service benefits
ApproachApproach Techniques: Utilizing your call objective(s): "Good evening Dr. Ali ,summer season is about to start.When do you need your next order of Parentral Infusions to coverthis season?“ "Good morning Mr. Salama I am calling on you today to talkabout the new Swiss watch. What are you looking for in a goodwatch?“
ApproachApproach Techniques: Utilizing a prospects needs (known or unknown) "Good afternoon Mr. Ahmed. I am here today to find out whatis your requirement from us to increase the productivity of yourstaff?“ "Good morning Dr. Hassan I am calling on you today to solve theproblem of the expiry date. How many expired packs do youhave?“
ApproachApproach Techniques: Utilizing a product and / service benefits: "Good morning Mr. Saad. We offer a 120 days credit facility fororders placed prior to July 31St . How many packs would you like tohave?“ "Good afternoon Dr. Salwa. We are granting 20% free goodswhich mean an increase in your profit. How many packs wouldyou like to order?"
PresentationMain Purpose:• To "zero in" on the customers needs / buying motives withthe features and benefits of our proposal (product).• To be built on a positive two way communication.
Presentation• First half of presentation: To uncover customers needs by effective use of questions.• Second half of presentation: To start matching product benefits with customers needs /wishes in order to find the decisive buying motive.
PresentationSecond half of presentation:We define:• the feature of our product- what it is / has• as many benefits of our product as possible (6 buying motives!) what it can doWe look for:• the customers buying motive and match our benefit with his need
Do Remember!! You do not sell But you sell the idea of Food Tasty & healthy meals Clothes Attractive appearance Books Information Your ticket Enjoyment and fun Computer Management & control Blanket Warmth Furniture Comfortable home
Practice Session – Products It causes acid suppression (F) This promotion will lead to increased business results (B) It consists of a full range of dosages forms (F) The slow – release form improves patient compliance (B)
Practice Session – Products It is highly recommended by Prof. Hassan Hosny (B) Your product has a pleasant taste (F) It works within 10 minutes (F) This product can administered once daily (B)