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Selling Process - The Six Key StepsVirtually every sales interaction will follow the Six Key Steps of

1

11 • Prospecting• Prospecting

22 • Initial Contact• Initial Contact

33 • Sales Presentation• Sales Presentation

44 • Handling Objections• Handling Objections

55 • Closing the sale• Closing the sale

66 • Follow-Up and after sale service• Follow-Up and after sale service

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Communicate, communicate, communicate

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Sales Presentation� Most important part of the

sales process is presenting products or services to prospects.

� Opportunity toa. Understand your customer’s

needs b. Demonstrate knowledge about

your products, services and company.

� Most important part of the sales process is presenting products or services to prospects.

� Opportunity toa. Understand your customer’s

needs b. Demonstrate knowledge about

your products, services and company.

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Sales Presentation – Success FactorsSet Objectives for the Sales call• Write the objectives on index cards and keep the cards

handy to make notes as you think of items to add.

Set Objectives for the Sales call• Write the objectives on index cards and keep the cards

handy to make notes as you think of items to add.

Be on time for sales appointments • If you are unavoidably delayed, call before the appointment

to let the prospect know your estimated time of arrival.

Be on time for sales appointments • If you are unavoidably delayed, call before the appointment

to let the prospect know your estimated time of arrival.

Be prepared for your call• Have your sales brochures, demonstration materials,

and other supplementary information available

Be prepared for your call• Have your sales brochures, demonstration materials,

and other supplementary information available

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Sales Presentation – Success FactorsListen, Ask and Engage• Let prospects talk 90 percent of the time; they'll tell you how

to sell to them.

Listen, Ask and Engage• Let prospects talk 90 percent of the time; they'll tell you how

to sell to them.

Customize to connect• Adapt your sales presentation to your prospect.

Customize to connect• Adapt your sales presentation to your prospect.

Don't be afraid to be excited about your product • Your enthusiasm carries a strong message about your personal

investment in the product

Don't be afraid to be excited about your product • Your enthusiasm carries a strong message about your personal

investment in the product

Focus on BenefitsAnswer "Why would I want to own that product?" Benefits are what cause people to buy

Focus on BenefitsAnswer "Why would I want to own that product?" Benefits are what cause people to buy

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Sales Presentation – Success Factors

Invite prospects to interact with productInvite prospects to interact with product

Use testimonials• A satisfied customer is the best reference.

Use testimonials• A satisfied customer is the best reference.

Limit the choices• Too many options may prove overwhelming, resulting in no

choice

Limit the choices• Too many options may prove overwhelming, resulting in no

choice

Follow up, follow up, follow upDetermine what your prospect seemed most interested in and work that into your follow-up plan. Follow through on promises

Follow up, follow up, follow upDetermine what your prospect seemed most interested in and work that into your follow-up plan. Follow through on promises

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You can’t say the right thing to the wrong personYou can’t say the wrong thing to the right person

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What is Sales Objection?An objection is anything that the prospect says or does, that slows down or stops the buying process. An objection is anything that the prospect says or does, that slows down or stops the buying process.

Salesperson’s job • Uncover the objections and answer them to the

prospect or client’s satisfaction. • Not fear them, it should be considered as a normal

part of the sales process.• Anticipate and plan potential answers to objections

to be more confident in the responses to customers. • Select the most appropriate method for handling the

objections.Presented by Ram

Objections vs. Excuses

� Are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.

� Give you an opportunity to present more information to the customer.

� Are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.

� Give you an opportunity to present more information to the customer.

ObjectionsObjections

� Insincere reasons for not buying or not seeing the salesperson.

� Insincere reasons for not buying or not seeing the salesperson.

ExcusesExcuses

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Objection Genesis

The customer does not have an immediate need for the product or wants the product but does not truly need it.The customer does not have an immediate need for the product or wants the product but does not truly need it.NeedNeed

The customer is concerned about such things as construction, ease of use, quality, color, size, or style.The customer is concerned about such things as construction, ease of use, quality, color, size, or style.ProductProduct

The customer has had negative past experiences with the firm or brand.The customer has had negative past experiences with the firm or brand.SourceSource

The customer does not want to spend so much money.The customer does not want to spend so much money.PricePrice

The customer is unwilling to buy immediately The customer is unwilling to buy immediately TimeTime

Most objections originate on key decisions customer has to make about the below

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Understanding ObjectionsIs the

prospect’s response

a

Is the prospect’s response

a

Request for more

information?

Request for more

information?True Objection?True Objection?Excuse?Excuse? Condition?Condition?

MajorMajor MinorMinor

PracticalPractical PsychologicalPsychological

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Understanding Objections

� True Objection - prospect clearly states the realobjection to purchase a product� Excuse - prospects do not state their objections

clearly.� Practical Objections – Objections could be

related to price, need, current stock levels, delivery schedule� Psychological Objection - Not interested to

spend money, Do not like to be controlled, Personal prejudice and beliefs, Negative image of salespeople, Hates to make a buying decision

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Handling objections - Four Step Process

Step 1Step 1

Listen carefullyListen carefully

Step 2Acknowledge the customer’s objections

Acknowledge the customer’s objections

Step 3Step 3

Restate the objectionsRestate the objections

Step 4Step 4

Answer the objectionsAnswer the objections

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Objection Handling Techniques Bounce back what they give youBoomerangBoomerang

Take a higher or lower view pointObjection ChunkingObjection Chunking

Make closure a condition for resolving the objection

Conditional Closure

Conditional Closure

Avoid responding to objectionDeflectionDeflection

Say how reasonable the objection isJustificationJustification

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Objection Handling - Closure

� Confirm if all objections have been resolved and overcome.

� Find out now if there is a possibility of the prospect raising further objections.

� Use a trial close to determine if you have overcome the objections.

� Confirm if all objections have been resolved and overcome.

� Find out now if there is a possibility of the prospect raising further objections.

� Use a trial close to determine if you have overcome the objections.

ResolvedResolved� If the objection raised is a major one

that cannot be easily overcome, admit it and show how your product’s benefit outweighs the disadvantages.

� When you are very sure that you cannot overcome the objections and the prospect may not buy, go ahead and close.

� Do not forget to ask for the order i.e. to ask the prospect to buy. Buyer or prospect is only saying no to the product and not to you. You need to ask to close the deal.

� If the objection raised is a major one that cannot be easily overcome, admit it and show how your product’s benefit outweighs the disadvantages.

� When you are very sure that you cannot overcome the objections and the prospect may not buy, go ahead and close.

� Do not forget to ask for the order i.e. to ask the prospect to buy. Buyer or prospect is only saying no to the product and not to you. You need to ask to close the deal.

Not ResolvedNot Resolved

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