The document discusses the selling process and its key steps. It defines personal selling as personal communication between a salesperson and customer to discuss a company's products or services. The main steps in the selling process are prospecting, approaching, sales presentation and demonstration, handling objections, closing, and follow-up. Prospecting involves identifying potential customers, while approaching gains the prospect's attention. The sales presentation is used to inform the customer, and handling objections deals with any concerns the customer raises. Closing encourages the customer to make a purchase decision, and follow-up ensures customer satisfaction after the sale.

1. SELLING PROCESS
CHAPTER 2
DPM3013 SALES MANAGEMENT

2. LEARNING OUTCOME
1.DEFINE PERSONAL SELLING

3. SELLING PROCESS
2.0Selling Process
2.1Personal Selling
2.2Steps In Selling Process

4. MAIN MENU
NOTES
EXERCISE
VIDEO
QUIZ
CONCLUSION

5. VIDEO: SELLING IS HARDWORK

6. SELLING PROCESS
2.1 Personal selling
Personal selling definition
A comparison selling in
Business-to-Customer vs
Business-to-Business

7. DEFINITION SELLING PROCESS
• Personal communication between a
sales person and a potential
customer or group of customers
• The situation whereby a salesperson
personally meet the
prospect/customer.

8. COMPARISON SELLING
• Involves transactions between
customers and companies.
• Customers are able to
communicate with companies
using internet.
COMPARISON SELLING
A Comparison Selling In B2C vs B2B

9. COMPARISON SELLING
• B2B involves sales of product of one company to
another company.
• Technology used for B2B are:
a. Intranet
- Internal communication within a
company/organization
- Can only be accessed by registered users.
b. Extranet
- Communicating system for customers or
selected business partners of the company.

10. PROSPECTING APPROACHING
SALES
PRESENTATION&
DEMONSTRATION
HANDLING
OBJECTION
CLOSING FOLLOW-UP
STEP IN SELLING PROCESS

11. 11
Prospecting
Sales presentation
&demonstration
Handling
objection
Closing
Follow-up
STEP IN SELLING PROCESS
Approaching

12. EXERCISE

13. VIDEO :SELLING PROCESS

14. PROSPECTING

15. • Prospecting is the lifeblood of sales
because it identifies potential
customers.
• Prospect can be defined as “a
qualified person/organization that
has potential to buy your
good/service.”
DEFINITION
PROSPECTING

16. Salesperson selects the right person to
discuss about the company’s
product/service
To gain the prospect’s attention and to
stimulate interests in learning more about
product.
APPROACHING
APPROACHING

17. APPROACHING
1 2
.
3 4
5

18.  SALES PRESENTATION &
DEMONSTRATION
 1.SALES PRESENTATION
SALES PERSON CUSTOMER

19. SALES PRESENTATION &
DEMONSTRATION
 2.DEMONSTRATION
SALES PERSON CUSTOMER DEMONSTRATION

20. HANDLING OBJECTION

21. HANDLING OBJECTION
 What objection are?
 Opposition or resistance to information or to the
salesperson’s request.
 The sales call, from introduction to close.

22. Major
Categorie
s of
Objection
s
Six
categories
of
objections
:
Hidden
Objection
Stalling
Objection
No-Need
Objection
Money
Objection
Product
Objection
Source
Objection
HANDLING OBJECTION
22

23. • Is the process of
helping people make
a decision that will
benefit them.
• Salesperson help
people make the
decision by asking
them to buy.
Closin
g
CLOSING

24. Maintaining contact with
customer (or prospect) in order
to evaluate the effectiveness of
the product and the satisfaction
of the customer.
FOLLOW-UP

25. FOLLOW-UP
 Care for the customer, take joy in work,
and find harmony in the relationship.
 Have patience in closing the sale,
kindness to all people, and moral ethics.
 Be faithful to one’s word, fair in the sale,
and self-controlled in emotions.

26. Quiz
Click the Quiz button to edit this object

27. REFERENCES
Main
Futrell, Charles M. (2005), Fundamentals Of Selling: Customer For Life Through Services, (10th
ed.)
McGraw-Hill International Edition. *
Additional
Igram, Thomas N., LaForge, Raymond W. & Avila, Ramon A. (2012). Sales Management: Analysis
and Decision Making (8th
ed.). M.E. Sharpe. (ISBN-13:9780765626400)
Marks W. Johnson, Greg W. Marshall (2010). Sales Force Management (13th
ed.) Irwin Professional
Pub. (ISBN-13:978-0073404851)
Norred, Jim (2010). Fundamentals of Selling: The Sales Track. Outskrits Press. (ISBN-13:978-
1432760687)

28. AUTHORS
 1. NOR AZIAH BINTI AZIZAN
 2. NORHAFIZAWATI BINTI BAKAR