Sales and Distribution Management, 2e

Chapter 3 The Selling Process

Stages in the selling process

Pre-sale preparation

Prospecting

Preapproach before the interview

Approach to the customer

Follow up action

Closing the Sale

Handling Customer Objections

Sales Presentation

Prospecting

Successful prospecting
50 potential prospects 15 Qualified prospects 6 Interviews 1 sale 50 potential prospects 25 Qualified prospects

17 Interviews
7 sales

No

Yes

Successful prospecting

Process of prospecting

Identify and define prospects

Search for sources of potential accounts

Qualify the prospects from the suspects

Methods of prospecting
Cold canvassing Endless chain customer referral Prospect pool Centers of influence Non competing sales force Observation Friends and acquaintances Lists and directories Direct mail Telemarketing Trade shows and demonstrations

Selling process

Pre approach to selling Approach to the customer Sales presentation - approach to sales presentation - attracting customer attention - creating interest - arousing desire and building conviction Methods of sales presentation - canned presentation - organized presentation - tailored presentation

Handling customer objections

Suggested by SMITH
Start with your highest expectations

Avoid conceding first BE sure the customer understands the value of a

concession

Make concessions in small amounts Admit mistakes and make corrections willingly BE prepared to withdraw a concession Avoid split the difference strategy Do not advertise willingness to concede

Methods of handling customer objections

Superior feature method YesBut method Reverse English method Indirect denial method Pass out method Comparison method Direct denial method Another angle method Narrative method Testimonial method Question or WHY method

Closing the sale

Methods of closing the sale

Follow-up action
B2B selling