1. The document discusses various aspects of selling, including definitions of salesmanship, obstacles to selling, qualifications for success in sales, and techniques for handling objections. 2. It provides advice for sales representatives on how to plan calls, conduct presentations, and overcome objections by anticipating, evaluating, and timing responses to objections. 3. The document emphasizes developing strong preparation, communication, and objection handling skills to enable sales representatives to qualify prospects and move sales forward successfully.

3. What They said about Selling
• The definition of salesmanship is the gentle art of
letting the customer have it your way.
• If what you are selling is energy, charisma, and
enthusiasm, there is no competition because
most others are selling things that are lifeless,
loveless, and dull.
• Every sale has five basic obstacles: no need, no
money, no hurry, no desire, no trust.

4. Selling

5. Objectives

6. Output
• Greater job satisfaction.
• Greater job security.
• More promotional opportunities.
• Increased earnings.
• More economic independence.
• Feeling of satisfaction.
• Sense of mastery and self respect
• approval of others.

7. Responsibilities & Duties
• Selling has many and in
return you have some
and towards your career.

8. Advantages of selling
• Freedom of expression.
• Freedom to become successful as you would
like.
• It is a daily challenge.
• It is fun.
• It is satisfying.
• It offers a high potential return from a low
capital investment.

9. Qualification for success in sales
 They are self starter who do not need the fear of a glaring
sales supervisor to keep them work.
 They are persistent as most customers are not sold on the
first call.

10. Qualification for success in sales
• They are time managers, they maximize the time,
they should spend contacting customer and minimize
the time they spend traveling and waiting for
customers.
S Schedule your time
M Make time more productive
A Allow time for unexpected
R Ration your time
T Make everything time bound.
Working smarter also means analyzing their past
performance and learning from mistakes.
Smart worker

11. Qualification for success in sales
• They accept themselves.
• They have confidence in their
capabilities.
• They respect customers.
• They accept blame gracefully.
Emotionally Mature

12.  They are good communicator.
 They are good listeners.
 They are sensitive and flexible enough to adapt
themselves speaking the customer’s language.

13.  They are honest with customers.
 They are sincere to develop long term business
relations with customers.

15.  ONE : COMMANDING MEMORABLE APPEARANCE.
 TWO : HONEST PRIDE.
 Three : RADIATE CONFEDENCE.
 FOUR : WARMTH.
 FIVE : ASSURANCE.
 SIX : GETTING RICH.
 SEVEN: BURNING DESIRE TO ACHIEVE.
 EIGHT: OVERCOMING FEAR.
 NINE : ENTHUSIASM.
 TEN : DO NOT TAKE REJECTION PERSONALLY.
 Eleven: BELIEVE IN CONTINUING EDUCATION.

16. THE WORDS YOU SPEAK CAN DESTROY
YOUR SALES AS WELL AS CREATE THEM.

17. Close the sale
Build long term
relationship
Locate customer
Plan the interview
Make Initial Contact
Dramatize presentation
Overcome objections
1
2
3
4
5
6
7

19. • Product knowledge gives you CONFIDANCE in your product & your
self , and reflects the confidence of your customer in you , your
product ,your company.
• Makes you enthusiastic to the product and this increases the
effectiveness with your customer.
• Makes you professional at selling to your customer.
• Product information is a must.

20.  Medical background
 Product knowledge
 Competition knowledge
 Manufacturing
 Package
 Storage

21. As long as human heart keeps pumping blood through the
veins a person continues to live .
As long as prospecting keeps pumping names a person
continues in the sales business.
A recent survey of computer sales people found that REPs
who had the sales more than 150% of target did more
prospecting than less performing sales people.

22. The person or organization might be able to prescribe your
product.
Person or organization probably has the need to prescribe
your product.
person or organization who prescribed your product.

25. • As long as you work in sales career you should update
your lists .
• There is no ideal method for prospecting ,whatever
there is a results .
• You should change your way of prospecting from time
to time to check that it is the best one for this products .
• You should review & update Dr. lists continuously.
Remember

26. Pre-Approach

27. • Prepare for qualifying the prospect.
• Sharpen the sales approach.
• To identify prospect problems areas.
• To keep the Medical Rep from making
mistakes.
Objectives for Pre-Approach

28. • PERSONAL DATA
Name , residence ,
specialty , degree ,
interest , best time to
call , attitude towards
Med. Reps. , company
, product .
• BUSINESS DATA
Need , product use ,
authority ,
purchasing
procedure .
Procedures
1st Obtain Updated Information

29. • Observe and listen:
furniture , consultation fee ,
conversation .
• Ask question and observe
reactions.
• Use records:
Habits , likes , dislikes .
Procedures

30. • How your product provide the benefits thought
by your doctor ?
• What evidence will support you ?
• Outline possible ways to handle objections.
• Do mental role - play .
Develop a Plan to Achieve Objectives
Procedures

31. • It is your business to find out their business.
• The job of learning about customers is never
ending.
• The ability to size up a customer improves
with experience.
Remember

32. • The face to face contact with the customer.
• First few minutes that a sales person spends
with the prospect.
• If first impression is favorable the prospect is
usually willing to listen.
• A negative first impression set up a barrier never
hurdled.
Approach

33. $ To gain attention.
$ To awaken needs.
$ To qualify the prospect.
$ To prepare for the main idea.
N.B.
Every approach should seek to reach one or more of these
objectives.
Approach

34. • Tell the Physician. the reason
• Establish rapport
• Do not mention the product name
• Try to talk about a need or problem
Advice

35. your name , your company , your purpose , etc.
Example
good morning DR Ahmed
Mohamed Salah Med. Rep. In Infinity Pharm will present
to you today the most recent Hair Serum in our
market.
Methods of Approach
Introductory Approach

36. Unique product action, Characteristic, Benefits,
…etc
Methods of Approach
Product Approach

37. Compliance , Taste , Tolerance , etc.
Methods of Approach
Patient Benefit Approach

38. A rate or percentage of incidence, research ,
finding , etc.
Methods of Approach
Shock Approach

39. Preference , practice , evaluation , etc.
Methods of Approach
Question Approach

40. From FDA , WHO , Medical centers , etc.
Methods of Approach
Survey Approach

41. N.B. You should be prepared to use as many approaches
as necessary to bring the sale to the next phase - the main
idea
Methods of Approach
Flattery Approach

42. • Smile is essential.
• A firm handshake
• Feeling of confidence and security.
• Speak clearly.
• Pronounce the name correctly .
• Use of customer name (attitude of friends)
• Success depends very much on appearance.
Remember

43. Call Planning
To Personalize Calls
To Speed Up Calls
To improve Call Quality

44. Probing
How To Ask A Question?
To Identify Needs.
To Clarify The Problems.
To Make A Dialogue.
To Direct & Control The Interview.

45. Open Ended Question
• Who, Where, When, What, Which, Why.
• To discover the needs and identify the
problems.
• What the criteria of topical wound healing do
you prefer doctor?

46. Closed Ended Question
• To answer by yes or no.
• To clarify, direct and control the interview.
• Would you agree with me that the
composition of Flare Cream is Unique?

47. Choice Question
• Used when you have alternative choice.
• Would you Rx Infinity Care Lotion or Cream?
• Would you start with Top Hair Lotion or Treato
Serum?

48. Benefit Tag Question
• An Ultimate Test For The Medical
Representative.
• You agree with me that Mobinorm cream is
the most fast absorbed cream in the market,
Don`t you Doctor?

49. Presentation Skills
Preparation Fear

50. • A natural reaction is fear.
• fear is largely brought by the unknown .
• By reducing the area of the unknown, you
can reduce your fear.
• To reduce the unknown, you need to prepare
for your presentation.
Presentation Skills

51. Presentation Skills
Appearance
Eye Contact
Mannerism
Visuals
Non-Verbal Skills

52. Non-Verbal Skills
Presentation Skills
4 P
Pitch
Pace
Power
Pause

53. Vary the pitch of your voice.
Beware of dropping your voice at the end of each sentence
Presentation Skills
Pitch

54. Change the pace of your voice
Do not chatter or gabble
Pace
Presentation Skills

55. Breathing properly use your diaphragm
Avoid numbing and use your nerve
Presentation Skills
Power

56. Pause can punctuate your performance
Do not confuse with undesirable hesitancy
Pause
Presentation Skills

57. Presentation Skills
Language
Use your own words
Don’t use Jargon
Avoid repetition of phrases like
(You know, I think, …etc)

58. Presentation Skills
Types of Presentations
The Standard Memorized Call.
The Outlined Presentation
The Program Presentation
The Unstructured Presentation

59. • Good sales people are good actors.
• They are skillful show people.
• They have parts or role to play .
• They live their parts.
• They dress for their parts.
• They are sincere and dedicated to their profession.
Presentation Skills
Dramatization

60. • Dramatization help convincing the prospect
• Dramatization improve understanding
• Dramatizing makes a lasting impression
• Dramatizing creates value
• The appropriate use of words
Presentation Skills
Dramatization

61. • Is an inherent characteristic of a product
• The facts about a product
• What it is
• What it contains
Feature Actions/Advantages Benefits
Features

62. • Is what a product does as a results of a feature
• how it works
Feature Actions/Advantages Benefits
Actions

63. • How the user gains
• what the product does for the user physician or
patient.
Feature Actions/Advantages Benefits
Benefits

64. • Always remember
The benefit must answer this question
What is in it for me ?
Feature Actions/Advantages Benefits
Action Advantage Benefits

65. In brief it is the complete explanation of selling points.
Why ……….. ?
1- To show the benefits of your proposal.
. Quality . Service . Economy
2- To deal with competition.
. Direct .Indirect .Alternate
3- To present your offer clearly.
. Feature .Benefit
4- To prepare to close.
The Main Idea

66. HOW…………….?
• Product knowledge and interpretation to benefit.
• Full involvement and prospect through the use of 5
senses
• product test and demonstration
• presentation language
• use of your company records
• pulse taking
The Main Idea

67. • What is the definition of an objection ?
• Why we have to handle objections ?
• Why people object ?
• When do people object ?
• What are the common objection ?
• What are the preparations required to
answer objections ?
• What is the recommended plan for handling
objections ?
Handling Objections

68. The reason a prospect or customer gives for not buying or
prescribing your product.
The successful salesman welcome objection
Many believe selling has not really begun until the prospect
voices objections
Many treat real objections as sales opportunities and believe
objections are guide to what’s really on the customer’s
mind.
Handling Objections
The Successful Salesman Welcomes Objections

69. Why ………?
• To allay prospects fear.
• To answer valid questions.
• To answer invalid questions.
• To prepare for the close.
Handling Objections

70. 1- Negative Psychological Factors
• some people object due to feeling of
insecurity and lack of credibility
• some people object due to fear of
making decision
• some people have prejudices and biases
• other people express some degree of
resistance
Handling Objections
Reasons Trigger People to Object

71. 2- Desire to Get Rid of the Representative
• Some people object because they have not
enough time.
• Some people object because they are not
interested in the product.
• Some people object because they have unhappy
experiences with the rep .
3- No money
Incomplete or poor job of qualifying the ability .
Handling Objections
Reasons Trigger People to Object

72. 4. Do not need product or service
Incomplete or poor job of prospecting
5. No recognition of need
6. Need more information
• To get more information
• To receive assurance on specific points
• To decide between two competitive products
7. Habit or custom
• Tendency to resist change
• Habit to use certain type or kind
• Prejudiced
Handling Objections
Reasons Trigger People to Object

73. 8. Value does not exceed the value
Buyers must sacrifice something in order to
buy.
Handling Objections
Reasons Trigger People to Object

74. • During the sales story .
• Approach.
• Presentation.
• Close.
Handling Objections
When do People Object

75. • Product / services
- The quality is too poor
- The drug is less potent.
• Company
- Your company is a generic company.
• Sales people
- I do not need any .
- I do not have any time for you .
- you and I will never be able to do business.
Handling Objections
Common Objections

76. 1 - To convince tie prospect that the objection is normal ,
logical , important and deserving a valid answer.
By - listening - do not interrupt
2 - Welcoming and answering sincerely
“ That is a wise comment”
“ I see just what you mean “
“ I’d probably feel the same way “
“ I am glad you mentioned that DR “
- Tone of voice
- Facial expression
Handling Objections
Preparation to handle Objection
Positive Attitude

77. 2- To treat the prospect as friend not …..
By ……………!
- Avoid the unwise attitude
- Refraining from arguing or contradicting
- It should not be a battle otherwise you will never be the winner
- Do not attack customer’s prestige
Handling Objections
Preparation to handle Objection
Positive Attitude

78. • A few expert sales people can answer
objections effectively on the spot
• We have to keep update list of objections
and answer.
Handling Objections
Preparation to handle Objection
Anticipate Objections

79. • In some product there are point likely to be
misunderstood other points different from competitors
and sometimes the price of a product seems to be high.
• Unless we include the answers of these points during the
presentation objections will be raised and the prospect /
customer will try hard to defend their own opinion
Handling Objections
Preparation to handle Objection
Forestall Objection

80. a) we have to differentiate between unfavorable
comments about the product and objections.
Handling Objections
Preparation to handle Objection
Evaluate Objection

81. • b) We have to differentiate between real objections
and excuses.
• There is no exact formula to separate real
objection and excuses
BUT
1. We have only two real objections suspect
• no immediate need for the product
• no money to buy the product
2. excuses are reasons for not prescribing the product
prospect or company.
3.Voice , facial , expression , attitude in raising the
objection help the separation
Handling Objections
Preparation to handle Objection
Evaluate Objection

82. c) We have to uncover the objections , by asking questions and
taking agreement on each point during the presentation.
EX. Rep : Did you notice ……… in this product ?
What do you think of ……… ?
d) If you fall to encourage the customer to raise objections use
the following
EX. Rep : Evidently I have overlooked some aspect in
acquainting you with the merits of ( product ) , you still
to have some doubt in your mind , do you have specific
question ?
Handling Objections
Preparation to handle Objection
Evaluate Objection

83. • All excuses must be answered immediately.
• Price objection may be postponed.
Handling Objections
Preparation to handle Objection
Time the Answer

84. • Listening skills:
- Listen - Do not interrupt - Let prospect talk
• Ask questions skills:
- Ask open questions - Keep control .
• Method of handling objection:
- Compensation method - Boomerang method
- Admit valid objection - postpone the answer
- Deny the objection
Handling Objections
Preparation to handle Objection
Build a Skill

85. • Sales person will agree with the prospect to the
extend that the agreement does not weaken the
sales person position .
• Then introduce a new thought.
Handling Objections
Methods to handle Objection
Compensation Method

86. • Some beginning phrases
- I can understand why you feel that way , on the
other hand ……..
- There is a lot of truth in what you say , however
have you considered this angle?
- I would have made that statement myself years ago
now let me tell you what I found………...
Handling Objections
Methods to handle Objection
Compensation Method

87. • Turn objection into reasons for buying.
• Used when the prospect offers excuses
for not wanting to listen or when the
prospect do not buy due to lack of
knowledge.
Handling Objections
Methods to handle Objection
Boomerang Method

88. Used to:
• Separate excuses from real objections
• Narrow the objection to specific point
• Convert generalized objection into concrete
objection
• Help in closing sales
Handling Objections
Methods to handle Objection
Ask Why or a Specific Question Method

89. • Almost every product has some
disadvantages when compared
with competing products.
• We admit such objections then
proceed to show the compensating
advantages
Handling Objections
Methods to handle Objection
Admit Objection & Offset Method

90. • If the prospect raise objection early salesman
can postpone the answer saying.
That is a good point if you do not mind let’s
postpone the answer until later.
Handling Objections
Methods to handle Objection
Postpone the Answer Method

91. • * Objection occurs in case of incomplete
, inaccurate information.
• * Salesman use direct denial approach
but with caution.
“He must has facts to back up the denial”
Handling Objections
Methods to handle Objection
Deny the Objection

92. Handling Objections
Methods to handle Objection
Recommended plan for Handling Objection
1 - Listen carefully - Do not interrupt, let prospect talk.
2 - Repeat the prospect objection:
(a) Make sure the objection is understood.
(b) Ask questions to clarify objections.
3 - Agree as far as possible with the prospects thinking before providing the
answer.

93. • Why closing is important ?
There is two reasons for becoming an expert at closing.
1. Closing is the ultimate test of sales ability.
2. The income of salesperson is usually based on closed sales.
The Art of Close

94. Wrong attitude
Poor presentation
Poor habits and skills
The Art of Close
Difficulties in Closing

95. • You can spend months qualifying prospects.
• You May work long hours and know your
products
• You may search and know customers attitude
• BUT if you do not get orders your sales career is
a very short one
The Art of Close
When trying to Close

96. • when it is the right time
• be alert for closing signals
some examples of closing signals
1. Glancing at , reaching for the sales brochure.
2. Intently studying a sample.
3. Performing calculation on scratch paper.
4. Writing the or asking about a specific indication.
The Art of Close
When trying to Close

97. • Any time the customer indicates significant interest in
the product.
• Any time the customer start asking questions about the
product .
• After making a strong point about the product.
• After overcoming an objection.
• When the customer agrees with major point in sales
presentation.
• When you watch a closing.
The Art of Close
When trying to Close

98. • Analyze for further actions
• Understand these means:
1) Not now.
2) Do not hurry me.
3) I need more information.
4) I do not understand.
The Art of Close
What if Close Fails

99. • Maintain a positive attitude.
• Keep control of the interview.
• Let the customer sit the pace.
• Be assertive not aggressive.
• Keep some selling point in reserve.
• Sell the right item in the right amount.
The Art of Close
How to Close Successfully

100. Asking for the Order
• Direct.
• Most effective.
The Art of Close
Effective Methods & Techniques

101. Assume the Sales is Made
• Needs very good presentation.
• Experienced rep.
• We are ok that you will Rx Genogerm in once daily
dose .
• So for patient suffering from OA Mobiease will be
your choice.
The Art of Close
Effective Methods & Techniques

102. The Yes Yes Close
building a series of acceptance.
• Do not you agree with me that the Serum
form of Treato is very easy to be applied.
• Do you agree with me that Treato will be
faster relief for hair damage faster than the
other Topical hair applications.
• Do you agree with me that Treato will be
economic in the daily cost than other
competitors.
• Do you agree with me that Treato will be the
choice among the Hair Repair Therapy
products.
The Art of Close
Effective Methods & Techniques

103. Alternative Close
• You will start with the Cream form or the Gel?
•
• Will you Rx Mobinorm in OA or in bipolar LBP
Patients ?
• I will take the order today or tomorrow?
The Art of Close
Effective Methods & Techniques

104. Summarize the Benefits
• The ones daily does of Genogerm
assures your pts. Compliance.
• You will protect your pts life style
with the ones daily does.
• The ones daily does will reduce
the cost of the treatment
The Art of Close
Effective Methods & Techniques

105. BENEFITS OF BENEFITS OF
Mobinorm Other Topical Analgesics
1. 1.
2. 2.
3.
4.
5.
The Art of Close
Effective Methods & Techniques
The Balance Sheet

106. • Would you start by Rx Mobiease for the first newly
diagnosed OA patients.
Trial Close
The Art of Close
Effective Methods & Techniques

107. • Closing is the process of helping people make decisions
• The 4 most important words in sales process is the art of close.
• Whenever you ask a closing question shut up; the first person to
speak losses
• All buyers feel and act on the urge to say no at first , with rare
exceptions.
• Every buyer contact you make during your entire sales career will
begin with that person being committed to reject whatever you are
proposing.
The Art of Close
Effective Methods & Techniques

108. • The anatomy of the close
• Understand what they want and need
1. Qualify them thoroughly
2. Understand buyer’s motives
• recognize buying signals
1. Verbal
2. Non verbal
• do not change when start closing
• use the planned pause
The Art of Close
Effective Methods & Techniques

109. • Yes , I like your product …………
• I think I could use it ………………
• it is sounds good to me ……………
• who else is using it …………………
• I may need to order 100 packs……..
• Are there any interactions………….
• I do not know ………………………..
• If I used it ……………………………
• in fact I prefer vial form…………….
• It is easy to apply ……………………
•
Typical Buying Signals

110. • Did I sell?
• Did I hold the customer ‘s interest?
• Did I emphasize benefits rather than features ?
• Did I dramatize the presentation?
• Did I watch for nonverbal signals?
• Did I was able to handle objections?
• Did I close at the right time?
• Was I close effectively?
• what will be my next call objective?
• What should be done next time to improve my selling point?
Post-Call Analysis

111. Reporting
Customers details, Doctor
comments, Your
Comments and Pharmacist
Comments.

112. Follow up
- Feedback
- Build long term
business relationship.

113. Thank You