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Sales Process and Quick Introduction to CRM
The document outlines the sales process and the role of Customer Relationship Management (CRM) in managing customer interactions. It explains the stages of the sales process, including prospecting, targeting, communicating, selling, and follow-up, along with the responsibilities of marketing, sales, and customer service teams. Additionally, it emphasizes the importance of CRM for organizing and automating these processes to enhance customer satisfaction and loyalty.
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Sales Process and Quick Introduction to CRM
- 1. Understanding Sales Process &Introduction to CRM
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- 3. Who we are 100%Afghan owned leading organization trusted for business consulting services, located in Kabul-Afghanistan What we do 1. Marketing Consulting 2. Management Consulting 3. Information System Consulting Clients
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- 7. Customer lifecycle Customer life cycleis a term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service
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- 9. What is sales process? Stepsinvolved in making a buyer to accept a product or service as a value and pay for that
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- 12. • Searching forprospects or leads in data sources like: – Magazines, – Directories, – Trade Shows, – Cultivate Referrals, – Internet – Outdoors – TV & Radio – Or your own marketing efforts 1. Prospecting
- 13. • Deciding howto allocate time among prospects and customers by prioritizing customers based on – Demand • Hidden • Revealed – Purchasing power – Decision pattern 2. Targeting
- 14. • Communicating information aboutthe products/services, – Decide on the best approach of communication – Select best timing to deliver the information – Plan an overall sales strategy for the prospect 3. Communicating
- 15. • Approaching, presenting,answering objections, and closing sales, – Approach: • Plan the relationship for a good start • Understand the Need – Presentation: • Customer Oriented • Select the best approach to present – Canned – Formulated – Need – Satisfying – Overcome Objections • Clarify the objection • Make the buyer to answer his own questions 4. Selling
- 16. • Follow-up andmaintenance are necessary to ensure customer satisfaction and repeat business. – Immediate terms negotiations – Providing various services to customers – Consulting on problems – Rendering technical assistance – Relationship calls 5. Follow-up
- 17. • Conducting marketresearch and doing intelligence work – Analysis of information generated in each step – Finding out the best method worked to close sales – Finding out the worst practices 6. Information Gathering
- 18. Floor is openfor you! Q&A
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- 20. a system formanaging a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing and customer service. What is CRM?
- 21. • Marketing teamhunts for leads and prospects and pass it on to the sales team Marketing
- 22. • Sales teamtrack the opportunities, start to approach, close the deal and pass on the customer to the technical and customer service team Sales
- 23. • The firstsell is always result of sales team, the subsequent are result of CS efforts • Customer service team arrange to maintain the customer through entertaining each and every issue customer faces or potential issue customer may face Customer service
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- 25. Floor is openfor you! Q&A
- 26. THANK YOU +93799 476519 | business@aghaez.com | www.aghaez.com
Editor's Notes
- #3 I am Ahmad Fahim Didar the CEO and Founder of Aghaez Business Consulting Company I have done my bachelors in computer science from Preston Institute of Management Sience and Technology Karachi – Pakistan I hold my MBA in Information Systems from Maniple University in Sikkim India Through out my career I have worked as senior developer in MOF, Director of MIS MAIL, Executive Director in Toyota Motor Corporation, After Sales Director in Toyota Afghanistan I have been working with several business in startup phases and in growth phases, I have also worked in re-engineering of business
- #7 Do anyone remember this slide? These are the stages a for development of a successful business What plays the role of blood in these stages, especially the later two? It is the cash flow the money To translate the cash flow in business terms it is really a customer But do the customers come to you easily? If they came easily will they stay with you for longer time? To make both possible you need to understand the customer lifecycle
- #8 Why value? Because you cannot sell something which is not valuable for a particular person. A piece of meat is never a value for a vegetarian, thus he will never pay for it, however it has a value for a non-veg.
- #9 This how a customer from unknown is changed to a loyal customer and your business is feed with it That is not all that easy, you need to have proper and organized plan of actions to makes it happen Here is the role being played by a system called the process of sales, lets see what it is
- #10 Why value? Because you cannot sell something which is not valuable for a particular person. A piece of meat is never a value for a vegetarian, thus he will never pay for it, however it has a value for a non-veg.
- #11 There are number of models developed by scholars and companies Among them the two peak and the 7 step by Philip Kotler are the popular ones.
- #12 Regardless of what process you choose, These are the activities that you will be involved with when start selling Take maximum out of the efforts with maximum efficiency We will study each in detail
- #13 Prospecting and qualifying. The first step in selling is to identify and qualify prospects. Companies can generate leads by examining data sources (newspapers, directories, CD-ROMs, Web sites); exhibiting at trade shows to encourage drop-bys; inviting customers to suggest the names of prospects; cultivating referral sources such as suppliers, dealers, and bankers; contacting trade associations; engaging in speaking and writing activities that draw attention; using the telephone, mail, and the Internet to find leads; and dropping in unannounced (cold canvassing). Companies can then qualify the leads (by contacting them by mail or phone) to assess their level of interest and financial capacity. The hottest prospects are turned over to the field sales force, while the merely warm prospects are turned over to the telemarketing unit for follow-up.
- #14 Resources are always limited, especially for the start ups Y You need to identify how to manage the resources strategically to get maximum benefiting from investing them See you really is in needs and has the purchasing power, how soon the decision can be made
- #16 Decides how to get the relationship off to a good start. Find out similarities When meeting with the prospect, the rep should open with a positive statement and then concentrate on understanding the buyer’s needs through careful questioning and active listening. avoid distracting mannerisms. From the different types of presentation use the best one. The oldest is the canned approach, a memorized sales talk covering the main points. It is based on stimulus-response thinking; that is, the buyer is passive and can be moved to purchase by the use of the right stimulus words, pictures, and actions. The formulated approach is also based on stimulus-response thinking but first identifies the buyer’s needs and buying style and then uses an approach formulated to this type of buyer. The need-satisfaction approach starts with a search for the customer’s real needs, after which the salesperson takes on the role of a knowledgeable consultant to help the customer save or make more money. To handle these objections, the salesperson maintains a positive approach, asks the buyer to clarify the objection, asks questions that lead the buyer to answer his or her own objection, denies the validity of the objection, or turns the objection into a reason for buying.
- #17 Follow-up and maintenance are necessary to ensure customer satisfaction and repeat business. Immediately after closing, the salesperson should cement any necessary details on delivery time, purchase terms, and other matters that are important to the customer. The salesperson should schedule a followup call when the initial order is received to check on proper installation, training, and servicing. The purpose is to detect any problems, assure the buyer of the salesperson’s interest, and reduce any cognitive dissonance that might have arisen. The salesperson should also develop a maintenance and growth plan for the account.
- #18 Follow-up and maintenance are necessary to ensure customer satisfaction and repeat business. Immediately after closing, the salesperson should cement any necessary details on delivery time, purchase terms, and other matters that are important to the customer. The salesperson should schedule a followup call when the initial order is received to check on proper installation, training, and servicing. The purpose is to detect any problems, assure the buyer of the salesperson’s interest, and reduce any cognitive dissonance that might have arisen. The salesperson should also develop a maintenance and growth plan for the account.