Fundamentals Of Selling

By : Omar Saied
Certified Sales Trainer

For Training & Consultancy

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 Reference
Main Reference Secondary Reference

• Fundamentals of Selling 12th • The Science of Selling - David

Edition - CHARLES M. FUTRELL Hoffeld

• How to Master the Art of • The Psychology of Selling -

Selling - Tom Hopkins Brian Tracy
Agenda

Sales Cycle
Why People Buy
Marketing Vs Selling - Prospecting
- Call Planning
- Marketing Definition - Selling Psychology
Introduction - Approach
- Change of Concept - Client Persona
- Presentation
- Product Vs Product + - Emotional Selling
- Objection World
- Sales Definition - Personal Selling - F.A.B & Product+ - Closing Techniques
- History of Selling - Relationship .M - Need Analysis
- Follow Up
- Types Of Selling - Sales Communication
- Sales man character
- Fear Of Sellling
- The Science Of selling
Sell me this pen
 “ Nothing happens until
What’s sales? someone sells something “

Selling : Person Helps another Person

Why I choose Sales Career ?

05
04
03
02
01

Freedom No Limits For

Serve Others Joker Relationships
Salary

03
History of sales

Basic Comission Sales

Needs
Gap World Science

1 2 3 4

Transaction High Production Personal Sales

Selling Management
Create Your Future
Job
Types Of Sales
Indoor Sales Outdoor Sales

This role involves working out of your office and This role involves spending a lot of time visiting
generating sales via the phone, email, and online. prospects and clients in person. You may be in charge of
You may spend a lot of your time working on cold a particular territory. You should have strong
leads. interpersonal skills, be comfortable with face-to-face
interactions, and be self-motivated.

Account Management B2B Or B2C

Many sales reps move on to sales
management positions. Sales manager roles Sales jobs are also defined by who you sell to.
are focused on managing existing accounts Selling to businesses (B2B) or to consumers (B2C)
and ensuring that current customers’ needs is a large distinction.
are being met. Retention is often the major
measurement of success for these roles.

10
Sales People Types
Salesman Characteristics
Characteristic 1 2 3 4 5

Charisma
Confidence
Finding Prospects
Closer
Relationships with Customers
Communication / Presentation Skills
Desire / Passion
Self Learning / Development
Rejection (it’s not Personal )
Handling Objections

Rate Your Skills From 1 – 5

The Science Of Selling
Before We Start

Learning Rules to maximize the Benefit

Imagine The Repeat ..Repeat Use It or lose it Master Your Remember Your
Result Style Methods
Fear Of Sales

Employee Rejection
Mentality

Poverty
Thinking Bad Training
Overcome your Fear State

Remember (Motives) Avoid (Inhibitors)

Money ….Money…Money Lack of Confidence / Security

Achievement / Success Fear of Failure / Change

Self-Esteem / Appreciation / People Cause Of Customer Statement

Acceptance

Self Acceptance / Family Pain Thermometer

17
Learn to love “NO” How to overcome the negative effect
of “No” Answer from Customers ?

Good Experience

Create Your Share Sense

Own Target Of humor

Correct Your Great

Style Feedback
Marketing Vs Selling
Product Vs product+
 Relationship between
marketing & Selling

1 2 3 4

Product Selling Marketing Social Marketing

Concept Concept Concept Concept
Closer Look On Marketing

STP
Market Targeting
Marketing Mix
Marketing Vs Selling
Levels Of Relationship
(Personal Selling)
Relationship Gap
Consultative Selling
Why People Buy ?
(Psychology Of Selling)
Pavlov’s Dog
 Psychological selling Rules
1- Emotional Not Rational
Change Your Selling Reasons

Rational Reasons Psychological Reasons

Personal Pleasure
Satisfy Their Needs
Vanity
Good Price
Comfort / Luxury

Discounts / Raising Warning Security

Fashion / Group Pressure

Affordable
Color / Package
Convenient
Ambitious / Achievement / Proud

6/7/2019 44
2- Selling Based on their Needs not Yours

Funnel Method Scenario Method

3- Possession Not Buying

Sell the sizzle not the steak

4- Be Consultant not Seller
5- Watch Your Words

Say Don’t Say

–
–
–
– –
–

48
Remember
 Awareness of Needs

Conscious need level

Preconscious need level

Don’t
Unconscious need level Know

Not Sure

Aware
Discover
L
Listen o Ask

C Talk
Observe
A
Lorem ipsum

Combine T Empathize

E
Translate

F
Features

A
B
Advantage

Benefit
Examples
From Benefit to Need

Identify Customer’s “ Hot Button “

Emotional Reasons Win
Summary

S Show feature

E Explain advantage
Trial Close

L Lead into benefit

L Let customer talk

57
Buyers Personality

Intuitor
Thinker

Feeler Senser
Summary
Sales Communication
 People have eyes but
Message do not see. People have
ears but do not hear.

What did I say ? What did You Hear ?

 “The good you do today, people
Communication Model will often forget tomorrow; do
good anyway.”
MOTHER TERESA

Eight Elements
Communication Tips

1- Concept Of Space
Communication Tips

2- Style Hair Carefully

3- Dress as a professional

4- Shake Hands Firmly & Look

People in the Eye
Communication Signals

Acceptance

Body angle: Leaning forward

or upright at attention.

Face : Smiling, pleasant expression, relaxed,

eyes examining visual aids, direct
eye contact, positive voice tones.
Hands : Relaxed and generally open, perhaps performing business
calculations on paper, holding on as you attempt to withdraw
product sample or sales materials, firm handshake.

Arms : Relaxed and generally open.

Legs: Crossed and pointed toward

you or uncrossed.
66
Communication Signals

Caution

Body angle : Leaning away from you.

Face. Puzzled, little or no expression, averted eyes or little eye contact,

neutral or questioning voice tone, saying little, and then asking only a
few questions.

Arms : Crossed, tense.

Hands: Moving, fidgeting with

something, clasped, weak handshake.

Legs : Moving, crossed away from you.

67
Communication Signals

Disagreement

Body angle : Retracted shoulders, leaning away from you,

moving the entire body back from you, or wanting to move
away.
Face : Tense, showing anger, wrinkled face and brow, little eye contact,
negative voice tones, or sudden silence.

Arms : Tense, crossed over chest..

Hands: Motions of rejection or disapproval,

tense and clenched, weak handshake.

Legs : Crossed and away from you..

68
Random Sales Situations
 In conversation, keep in mind that
you’re more interested in what you
Barriers to Communication have to say than anyone else is.
3 x 3 x 3 Method

–
– –
– – –

71
Sales Cycle
 “ Nothing happens until
someone does some prospect “
Prospecting Funnel
 Lead

Prospect

Customer
Company Filter

Employee ( No Filter)

Companies With sales Teams (Role Filter )

Companies with 1- 2 Salespeople (Size Filter)

Web & Design Companies (Technical Filter )

In New York (Geography Filter)

Assignment
 Advanced Qualifying
(NEADS)

S
Solution

Enjoy E D
A
Decision
Altered

N
NOW
Qualify the
Desire
Ideal Prospect
Questions List
Prospecting Sources

Center Of
Social Media influence
Society
Engagement

Referrals Orphaned
Customers
Date Sites Sources Direct Mails

Cold Calls Networking

Sales Clubs Exhibitions

Tele marketing
85
List Classification

List A List B List C

75 – 95 % 50 – 70 % 25 – 45 %
Prospecting Tips

1- Remember AIDA
Prospecting Tips

2- Thank You Note

Prospecting Tips
3- Deal is not the only Target

Call / Day

Meeting/ Week

Lead / Month

Meet People
Every Day
Prospecting Tips
4- Customer Like Bird
(Give him Freedom not chasing )
Prospecting Tips

5- The Power of Business

Card

( Give & Take Loop )

Final Words
Phone World
Call Planning
(Customer Relationship Model )
Call Planning

2- Develop Cutomer Profile 4- Develop Your Presentation

- Buyers Persona - N.E.A.D.S

- A.I.D.A

1- Determine Sales 3- Develop Customer 5- Explain Your Business

Call Goals Benefit Plan Propsition

S.M.A.R.T F.A.B - Suggest

- Close
- Exit
Call Planning Sample
Tips For Received Calls
 Tips For Received Calls

Perfect Time to Answer Get The Name & Use it

Voice Tone & Waiting (Q Vs Q) Method for

Method Leading

Appreciation / Caring
Revise & Confirm
Details
 Tips For Outgoing Calls

End Your Failed Calls

Happily
Don’t Be Afraid

Set Goals To your Calls

Be Careful

Set Daily Calls Target

Design an intro / Design Be Polite / Call in

Your Ideas & scenarios reasonable Hours / Call
new numbers
Call Planning
Summary
Call Planning
Summary
Summary
The Art Of asking a Question ‫معلومات إضافية‬
 If I had an hour to solve a problem and my life depended
Effective Questions on the solution, I would spend the first 55 minutes
determining the proper question to ask, for once I know
the proper question, I could solve the problem in less than
five minutes.
Albert Einstein

100
Kills boring &
90
Creates Consultive Grab attention
80 Let him say it Relationship
to be true 80%
70 Leading
Secretly
70%
stays with
60
participants 60%
50
Generates
curiosity 50%
40
40%
30 30%
20

10

0
 Far too many people focus on having
Questions Types the “right answer” rather than
discovering the “right question” .

Situation to Ask Examples

When you need Prospect to think - Who will use this product?
& to say more details - What features are you looking for in a product like this?
Open - Where will you use this product?

to bring agreement, commitment and - When will you talk to your team and the client about this?
Closed conclusion + Tag Questions for - Reducing manufacturing costs is important, isn’t it?
Confirming & Engagement (Tag.Q)

to help a person reach a conclusion or Customer : I like Green Bags

Leading have an ‘idea’ that you feel will be You : very Good , we have 3 degrees of the green color you
beneficial can choose ….

- Are you saying that price is the most important thing you
are interested in?
Rephrasing to check understanding [sincerely, not too aggressively]
- Then what you are saying is, if I can improve the delivery
time, you would be interested in buying?
 “ Become genuinely interested in other
Questions Types people—ask questions.”
DALE CARNEGIE

Situation to Ask Examples

- Resistance : I’m not happy with this project!

to defuse an aggressive or defiant situation by redirecting * Response: What can WE do to make it right?
the force of the other person’s attack instead of facing it
head-on. - Resistance : I have major concerns. I won’t do it!
Deflective * Response: How can WE address your concerns?
by responding with similar force creates conflict.
Deflective questions help to transform the negative - Resistance: I disagree with the approach!
situation into a collaborative problem-solving occasion * Response: If you were to do it, what would be
your approach?

The funnel starts very wide, with open questions to

- What do you prefer ?
consider a broad range of possibilities, then it uses Close
- Why do you want to replace your old one ?
Funnel and Open questions to fill in missing information, increase
- What’s important for you in the new one ?
understanding and suggest additional ways of thinking
about the situation .

Give him (two Options) Question to move on in the sales - Do you prefer our meeting at 4 or 5 pm ?
Alternative
conversation , the answer give you a small agreement . - Which do you prefer 5% or 10% guarantee ?
Question Vs Question
Method
Summary
What’s Approach ? Every sale begins with
an approach.

The approach refers to the time from when they first see the buyer to when they begin to discuss
the product. The approach could last seconds or minutes depending upon the time it takes to meet,
greet, build rapport .
Approach Depends on “ First Impression” You have only one chance to
make a good first impression.
6 Tips for a Great First Impression Questions encourage others to
talk. Be a good listener.

Be neat in dress Refrain from

and grooming. smoking,

A person’s
If possible, name is Shake Hands
sit down music to his Firmly
ears.

Smile,
Maintain eye
always
contact
smile!
 Creative imagery is a great way to relax
Relax & Imagine while psyching yourself up before seeing
your prospect.
 Approach Techniques 1. To capture the prospect’s attention.
2. To stimulate the prospect’s interest.
3. To provide a transition into the sales presentation.

Question Statement Demonstrations

Types Types Types
Customer Benefit Introductory Product
Ex : Would you be interested in saving 20 percent on the Ex : Hello, Ms. Y , my name is John Gladstone, the salesperson places the product on the
purchase of our IBM computers? representing the Pierce Chemical Company.. counter or hands it to the customer, saying
nothing. The salesperson waits for the
Curiosity Compelementry prospect to begin the conversation.
Ex : Do you know why a recent Newsweek article
described our new computerized assembly ……..? Ex : Ms. X , I have enjoyed many lunches here. While doing The product approach is useful if the
so, I have thought of several products that could make product is new, unique, or colorful, or if it is
Opinion
your business…….. an existing product that has changed
Ex :I’m new at this business, so I wonder if you could help
noticeably
me ? My Company says that ………..

Shock Premium Showmanship

Ex :Did you know that you have a 20 percent chance of Ex : Ms. ……When I talked to your brother last week, he involves doing something unusual to catch
having a heart attack this Year ? (Life insurance ) wanted me to give you the opportunity to see Restaurant the prospect’s attention and interest.
this should be done carefully so that the
approach does not backfire.
Referral
which can happen if the demonstration does
Ex :Mr. X , here is a beautiful desk calendar with your
Multiple Question (SPIN) not work or is so flamboyant that it is
name engraved on it. Each month I will place a new
(Situation – Problem – Implication – Need Pay off) inappropriate for the situation .
calendar in the holder which, by the way, will feature one
of our products
Sales Presentation
 Salespeople strive to make customers
Four Essential steps within the thirsty for the product that will fulfill
presentation their needs.

Preparation Presentation Process Presence

Customer’s Needs Clear Points Summarize Boldness

Scenario Building Prepare Your Story Matrix Confirm Humility

Questions Expecting Less Text , More Visual aids Create Action Items Practice out loud

Prepare Engage / Ask / Participate Schedule Your next meeting

,then
(Thank You ) Slide
Presentation Types
Formula

Memorized

Problem – Solution
 An easy way to become a good conversationalist is
Presentation Mix to be a good listener and encourage others to talk
about themselves.”
DALE CARNEGIE
1- Persuasive Communication
Tips

Using Questions Listening

Being Empathic Being Believable

Keep it Simple
Create Mutual Trust
Storytelling Matrix

Success Story Failure Story Fun Story Legends Story

New Leads

Qualifying

Proposing
Storytelling Graph
 “How to get cooperation; let the
1- Persuasive Communication other person feel the idea is hers/his.”

DALE CARNEGIE

S Show feature

E Explain advantage
Trial Close
L Lead into benefit

L Let customer talk

124
1- Persuasive Communication
Logical Reasoning

A. Major Premise B. Minor Premise C. Conclusion

Example Example Example

All manufacturers wish to reduce costs and My equipment will reduce your costs and in Therefore, you should buy my eq
increase efficiency crease your efficiency uipment
1- Persuasive Communication
Persuasion through Suggestion

Types Examples

Suggestive propositions “Shouldn’t you go ahead and buy now before the price goes up next month?”
“The National Professional Engineers Association has endorsed our equipment That’s the
Prestige suggestions reason several hundred Fortune 500 manufacturers are using …. We finds that the
equipment helps increase their profits, sales . Is this of interest to you?”
“Just imagine how this equipment will look and operate in your store. Your employees will
Auto suggestion perform much better and they will thank you”

“Based on our survey of your needs, I suggest you purchase……”

Direct suggestion

“Have you talked with anyone who has used that product?”
Indirect suggestion

“Do you really want such a high-quality product?”

Counter suggestion
(the buyer will begin expanding on why a high-quality product is needed)
 “Never tell a person they are
1- Persuasive Communication wrong.”
DALE CARNEGIE

Use Body Language—Send

Make the Presentation
Green Signals
Fun

Personalize Your
Relationship -Use a Pleasant Control the Presentation
Dialogue - Be a Diplomat

Build Trust – Use The Be a Storyteller

“Paul Harvey” (Comparison & Stories & situations )
 ■ If you sell stereos, let them see, hear, and touch them!
2- Participation ■ If you sell food, let them see, smell, and taste it!
■ If you sell clothes, let them touch and wear them!

Questions

Appeal to their senses: sight, sound, touch, smell, taste.

Product use

Visuals

1. Lets the prospect do something simple.

Demonstrations 2. Lets the prospect work an important feature.
 A key to your happiness is making
3- Proof Statement others’ dreams come true.
The Guarantee

Independent Research
Testimonials
Results

Company Proof Results

 Visuals are a key to success in sales.
4- Visual aids
your sales presentation message. Use
them to
■ Increase retention.
■ Reinforce the message.
Sales manuals
and product Letters of testimony
catalogs

The product A copy of the

Charts and guarantee
graphics Sources

Photographs
and videos
Flip boards
Order forms
and posters
Sample advertisements
 Dramatics refers to talking or presenting the product
5- Dramatization in a striking, showy, or extravagant manner.
Thus, sales expertise can involve dramatization or a
theatrical presentation of products .
 Let the prospect feel, see, hear,
5- Demonstration smell, use the product.

Create Your Demonstration Checklist :

The Presentation Goal Model
How to Handle Presentation Difficulties ?

Should You Discuss the Competition?

1- Do Not Refer to
Competition

2- Acknowledge
Competition and Drop It

3- Make a Detailed
Comparison

4- Be Professional
How to Handle Presentation Difficulties ?
How to Deal with Interruptions ?

1. Wait quietly and patiently until you have regained the

prospect’s attention completely.

2. Briefly restate the selling points that had interested the

prospect

3- Do something to increase the prospect’s participation, such

as showing the product, using other visuals, or asking questions

4. If interest is regained, move deeper into the presentation.

Basic Points to Consider in meeting Objections

100
Meet the
90 Understand objection
objections
80 Listen—hear
them out 6
70 Handle objections
as they arise
5
60
Anticipate and 4
50
forestall
Plan for 3
objections
40
2
30
1
20

10

0
 Why meeting Objection early ?
■ The prospect may stop listening until you address the objection.

■ The prospect may feel you are trying to hide something.

■ You also feel it’s a problem.

■ You cannot answer because you do not know the answer or how to deal with this objection.

■ It may appear that you are not interested in the prospect’s opinion.
What does a prospect mean by
an objection?
 “Seek first to understand, then to be
Examples of objections understood.”
STEPHEN COVEY
 Objection Types

1.The Hidden Objection 2.The Stalling Objection 3.The No-need Objection

Smoke Out Hidden Objections I’ll think it over But I’m not interested now
How to Deal with How to Deal with How to Deal with

■ What would it take to convince you? Buyer: I have enough merchandise ■ Discover his/her needs
■ What causes you to say that? for now. Thanks for coming by.
■ Let’s consider this, suppose my Salesperson: Ms. Marcher, you ■ Ask Questions
product would [do what prospect have 50 cases in the warehouse and
wants] . . . on display. ■ Smoke out his hidden .objection if he
then you would want to consider it, You sell 50 cases each month, right? had One
wouldn’t you? --------------------
■ Tell me, what’s really on your mind? When the prospect says, “I’m too ■ Thank him / Ask for referral
busy to see you
now,” you might ask, “When would
be a good time to come back today?”
 Objection Types
4.The Money Objection 5.The Product Objection 6.The Source Objection

I don’t have that much money Your competitor’s product is better. I don’t want to do business with you

How to Deal with How to Deal with How to Deal with

Remember : A. Your competitor’s product is better. A. I’m sorry; we won’t buy from you.
The Price/Value Formula
1. You’re kidding! [Act surprised.] 1. Why not?
2. You must have a reason for feeling
Price / Value = Cost 2. Better in what way? [Have customer that way. May I ask what it is?
(Increase the Value , Cost will be list features liked in the other product;
decreased ) then show how your product 3. What could we do to win your
has the same or better features.] business in the future?

3. I’m interested in hearing your 4. I respect the fact you aren’t buying
unbiased opinion of the two products. from us this one time. However, I
…….
Case Study
Case Study
Case Study
Case Study
Case Study
 A mind once stretched by a new
Objection handling Techniques idea never regains its original
dimensions.

The dodge
Third party Pass-up

Compensation Rephrase as
questions

Indirect Denial Postpone

Ask Boomerang
Objection handling Techniques
1.The Dodge 2. Pass Up 3. Rephrase
Neither Denies, Answers, nor Don’t Be Afraid to Pass Up an Rephrase an Objection as a
Ignores Objection Question

How to Deal with How to Deal with How to Deal with

A. “I’m really not interested in a service Buyer: I don’t know—your price is higher
such as yours.” than your competitors’.
Salesperson: What you’re saying is that
B. “Well, if you ever do, here is my card. you want to get the best product for
A. “I think your price is a little high,” Give me a call.” your money. Is that correct?
OR Buyer: Yes, that’s right.
B. “Before you decide to buy let me tell B. “Why?” (Now discuss product benefits versus
you about the value that goes with this Then price then , try to close )
product.” Use your questioning skills Salesperson: Do you see how the
to uncover the prospect’s concerns. benefits of this product make it worth
the price? [Trial close.]
Objection handling Techniques
4. Postpone 5. Boomerang 6. Ask
Send It Back
How to Deal with How to Deal with How to Deal with aA

Prospect: This house is not as nice as the

one someone else showed us yesterday.
Prospect: They look nice, but I don’t
like them as well as my others. The tops Salesperson: Would you tell me why?
Prospect: Your price is too high. ---------------------------------------------------
seem hard to remove.
Salesperson: Well, it may sound like a Prospect: This product does not have the
Salesperson: Yes, they are hard to
lot of money. But let’s consider the final [feature].
remove. We designed them so that
price when we know the model you
children couldn’t get into the medicine.
need. OK? [Trial close.] Salesperson: If it did have [feature], would
Isn’t that a great safety measure? [Trial
close.] you be interested?
Five-Question Sequence Method of Overcoming Objections
Objection handling Techniques
7. Indirect Denial 8. Compensation 9. Third Party
counterbalance the objection Let a Third Party
I agree……, but
by Benefits Answer
How to Deal with How to Deal with How to Deal with aA

Prospect: No, I’m not going to buy any

of your ….for my store. The salesperson Salesperson: I still haven’t answered your
said they break down after a few entire question, have I?
months. Buyer: Not really.
Salesperson: Well, I can understand.
No one would buy… that don’t hold Salesperson: Let’s do this. Here is a list
You're right, our price is a little high. But If
up. Is that the only reason you won’t of several people currently using our
you look at the life time warranty and the
buy? product. I want you to call them up right
quality of the product I guarantee this is a
Prospect: Yes, it is, and that’s enough! now and ask them that same question.
good investment
Salesperson: The BW salesperson was I’ll pay for the calls.
not aware of the facts, ….
Negative Vs Positive
Words
Summary
 Talking isn’t Selling & Selling isn’t
Time to Close Closing.
Steli Efti

Most salespeople ask for the close

way too late,They’re all waiting for
the perfect moment. That moment
when they have a guaranteed “yes.”

We do this because we want to

avoid rejection.
 The First (NO) from the prospect isn’t
Closing Under Fire necessarily an absloute refusal to buy .
 A Good Closer

You ask this question when you

truly know that your partner will
agree , is that true ?

Close when you know that your

prospect is ready to agree .
 The race is not always won by the
Closing Techniques swift but by those who keep on
running.
Closing Techniques
1- Alternative Choice 2-The Assumptive 3-The Compliment
Would you prefer X or Y ? Assumes the prospect will buy Inflates the ego

Example Example Example

“I’ll call your order in tonight”

salesperson who says: “Would you
or
prefer the Xerox 6200 or 6400?”
“I’ll have this shipped to you
This question
tomorrow.” Salesperson: Obviously, you know a
(1) assumes the customer has a
or great deal about the grocery business.
desire to buy one of the copiers;
“This is what I’m going to send you,” You
(2) assumes the customer will buy;
or have every square foot of your store
and (3) allows the customer a
“This is what I believe you need this making a good profit. Ms. …., our
preference.
month.” products …..
If the customer prefers the Xerox
If the prospect does not say I suggest you buy…
6400, you know the prospect is
anything, assume the suggested
ready to buy, so you begin the
order has been accepted
close .
Closing Techniques
4- Summary of Benefits 5- Continuous Yes 6- Minor Points
The Most Popular one Generates Positive Responses Make a low-risk decision

Example Example Example

Salesperson: Ms….., you say you like Salesperson: Ms. Stevenson, you
our profit margin, fast delivery, and have said you like our quality
credit policy. Is that right? products, right?
[Summary and trial close.] Prospect: Yes, that’s right. Ex1 . “Would you prefer the single
Prospect: Yes, I do. Salesperson: And you like our fast or multiple disk player for your car
Salesperson: With the number of delivery? stereo system?”
customers in your store ….. I Suggest Prospect: Yes, I do.
you buy [state the products ] Salesperson: You also like our profit Ex 2. “Are you interested in buying
margin and credit terms? or leasing our equipment?”
This will provide you with sufficient Prospect: That’s correct.
quantities to meet customer demand , Salesperson: Ms. Stevenson, our Ex 3. “Would you like to install a
plus provide you with the profit you quality products, fast delivery, profit cellular telephone?”
expect from your products………. margin,…..
Closing Techniques
7- Benjamin Franklin 8- Standing-Room-only 9- Probability
The T-Account Motivate the prospect to act Get a % Confirmation of buying

Example Example Example

Salesperson: Ms. X , here’s a pad of paper ■ I’m not sure if I have your size. Would Prospect : Let me think about it
and a pencil. Bear with me a minute and you want them if I have them in stock?
let’s review what we have just talked Salesperson : “Ms. Prospect, that
about. Could you please draw a large T on ■ My customers have been buying all we would be fine. I understand your desire
the page and write “To Act” at the top on can produce. I’m not sure if I have any to think it over, but let me ask you
the left and “Not to Act” on the right? left to sell you. this—when I call you back next week,
Now, you said you liked our fast delivery. what is the probability, in percentage
Is that right? ■ Well, I know you are thinking of terms, out of a total of 100, that you
ordering X amount, but we really need and I will be doing business?” Then
to order (a larger amount) because we pause, and don’t say another word
now have it in stock and I don’t think we until the prospect speaks.
will be able to keep up with demand and
fill your summer order.
Closing Techniques
10- The Negotiation 11- The Technology
Value & Price Game Picture your Product

Example Example

Powerful Tools for a perfect Negotiation

Using graphs and bar charts, you show the buyer past purchases and
Watch this summary : sales trends. Then you call up your recommended purchase suggestion.
If appropriate, you can show payment schedules considering different
quantity discounts.
https://youtu.be/CXBzc_c9qz4
From ‘ How to master the Art of Negotiation “ Book
 Common Salespersons mistakes resulting in
unsuccessful Sales Call

1-Tells instead of sells , doesn’t ask

2- Over-Control the call , asks too enough questions
many closed-end questions

3- Doesn’t respond to customer

needs

4- Doesn’t recognize negative

attitudes

5- doesn’t recognize whe to close &

makes weak closing statement
Leave the door open
Summary
Fill The Gap
Follow Up your Customer before selling to Prospect
Customer’s needs
Comes First
 How to build a business friendship ?

■ Self-disclosure—sharing a few things

■ Acknowledgment—Take time to listen to your client.

Step 1: Repeat back

Step 2: Don’t invalidate
Step 3: Don’t try to change

■ Attending—Pay attention

■ Talking—The foundation for any relationship is good communication.

■ Structure for Survival

■ Avoid Control and One-Upmanship

Do You Pressure a True Friend?

 The goal of service is to exceed customers’
CUSTOMER SATISFACTION AND RETENTION expectations.

Relationship Marketing Builds Friendships

The Four Ps of Marketing:

Product, Price, Place, Promotion
SERVICE CAN KEEP YOUR “If you don’t take care of the customer . . .
somebody else will.”
CUSTOMERS
STANLEY MARCUS
 Deadly sales Sins : Feedback is Your mirror,
Bad Comments From Customers Be Careful
Professional Checklist

Do Checklist Don’t Checklist

1. Know the current products/services 1. Never bluff; if you don’t know, find out
2. Maintain an up-to-date personal call list 2. Never compromise your, or anyone else’s, morals
3. Listen attentively to the customers. 3. Don’t be presumptuous—never with friends
4. Seek out specific problems & Needs 4. Never criticize a competitor
5. Keep calls short unless invited to stay 5. Do not take criticisms or turndowns personally
6. Leave a calling card if the customer is not in 6. Do not offend others with profanity.
7. Identify the one who makes or influences decisions 7. Never talk your company down, Be proud of it and yourself.
8. Make written notes as reminders 8. Don’t be so gung ho that you use high pressure tactics.
9. Plan work by the week, Plan sales 9. Do not worry about what you cannot control or influence. Be
presentations. Have a purpose concerned about what you can affect.
10. Ask for business on every sales call. 9. If you smoke, never do so in the customer’s office
11. Follow through with appropriate action 10. Do not allow idle conversation to dominate your sales call.
 “People are often unreasonable,
Summary illogical and self-centered; forgive
them anyway.”
MOTHER TERESA
Seek, knock, ask, serve