The document discusses the key steps in the customer buying cycle and sales process, including: 1. Understanding the customer's needs through questions, qualifying the customer, and identifying unstated needs. 2. Presenting product options that meet the customer's requirements and address any doubts or objections raised. 3. Closing the sale by looking for verbal and non-verbal buying signals, asking for the sale, collecting payment details, and thanking the customer. The goal is to align the sales process with the customer's buying cycle to effectively meet their needs and finalize the purchase. Key aspects covered include greeting the customer, evaluating options, overcoming objections, and adding complementary products to the order.

2. By the end of the session, you will be able to:
Understand the Buying cycle & decisions making process
Influence people using the probing approach
Presenting your solutions effectively
Eliminating Doubts
How to close sales
How to up-sell & crosssell

3. How do Customers Buy?

4. • What did youbuy?
• Why did youbuy?
• Where did you buy it from?
• Why did you buy it from that place/shop?
• Did you explore some options before buying whatyou bought?
• Did you explore some alternative products
• Did you askany question before buying?
• Were all your questions answered to yoursatisfaction?
• Did you bargain onprice?
• Did you buy theproduct?
Answer the following questions

5. Customer’s
BuyingCycle
1.
Need
Analysis
2.
Exploring
Options
3.
Eliminating
Doubts
4.
Decision
Making

6. NeedAnalysis
Exploring Options
Eliminating Doubts
DecisionMaking
• What did youbuy?
• Why did youbuy?
• Where did you buy it from?
• Why did you buy itfrom that place/shop?
• Did you explore some options before buying
what you bought?
• Did you explore some alternative products
• Did you askany question before buying?
• Were all your questions answered to your
satisfaction?
• Did you bargain on price?
• Did you buy the product?
Buying Cycle

7. Selling Cycle

8. Aligning Selling Cycle with Buying
Cycle
NeedAnalysis
EvaluateOptions
EliminatingDoubts
DecisionMaking
QualifyingCustomer
Presenting Product
OvercomingObjection
Close andAdd-ons
Greeting
N
E
E
D
BUYING CYCLE SELLING CYCLE

9. While opening the salescall
– Create agood impression, smile
– Greet , Introduce yourself & your
Organisation
– Make the customercomfortable
Customers buy three things in thissequence:
Greeting

10. “HelloSir/Ma’m, welcometo Mom & Me, howmayI helpyou”
“HelloSir/Maa’m, I’m <yourname>.HowmayI helpyou?”
“Thisproductisfrom <XYZBrand>andhas<XYZ><features>and
<benefits>.It wouldbegreat if youcanlet meknow<askquestion
about customer’sneed>”
“Thisproductcomesin widevariety, pleaselet meshow
yousomeoptionswhichcouldsuitbestto your need”
Types of Greeting

11. We qualify customers on basisof….
Caste
Religion
Assumption
Personal
Relations
Needs
Qualifying Customer
Appearance

12. Customer needs can be classified as:
• Stated Needs (what they say)
• Unstated Needs (what they mean tosay)
Qualifying Needs

13. • Askbackground questions to know if the customer is looking for somethingspecific
• Askfor age,gender, size, height, weight, etc. of the person who is going to use the
product(depending upon the product customer is looking for)
• Askif they are looking forany specific brand
• Askfor user’s liking about Color, style, shape,etc.
• Askif they have any specific budget inmind
Probing for
Understanding Needs

14. As you understand
Customer’s Need..
Now its time to
show options..!!

15. • Summarize the benefits along withfeatures
• Associate the benefits with the buying criteria identified in the previous stage
• Propose your product as“SOLUTION”rather than
“just a product!!”
Product Presentation

16. Preparation required:
• Gain product knowledge
• Befamiliar with product placement
in thestore
• Beconfident about yourself
• And..
Practice… Practice… Practice…
Product Presentation

17. What is an Objection /Doubt??
Doubts are milestones thatbrings
you and customers closer to sales
Overcoming Objection

18. Handling Objection
• Yes-But Technique
• TheChoice Technique
• Ask Open endedquestion
Verify if the objectionis
answered satisfactorily

19. Saying No..!!
Sandwich Technique

20. Closing the Sale
Sale is not complete unless
it isclosed..!!

21. When?? How??
Closing the Sale

22. Look for Buying
Signals..!!
VerbalSignals
Doyou have <specific> color?
What discount do Iget?
How much will this costme?
CanI get the product delivered to
my home?
Doyou accept Cards?
Isthere any warranty or guarantee
on
this product?
Non-VerbalSignal
Customer tries the product
Repeatedly looks at mirror and
smiles
Through eyes,checksfor feedback
from the person accompanying
him/her
Holds it separately in hand or
keeps product in the basket

23. As you notice a strong
buying signal..!!
FOR

24. • let’s go to the billing counter?
• Bywhat name would you want the billto
be generated?
• When would you want the delivery to be
made?
• May I know the address wheredelivery
needs to bemade?
• Would you be paying by cashor card?
How to ask for sale?

25. Closing the sale
Takethe Customer to BillingCounter
Collectrequiredinformation
Bill theproducts
Thank the customer

26. Happy Selling
and
ThankYou