Topics: Sales, Marketing, Selling Pages: 19 (1591 words) Published: November 27, 2013
The Selling Process



Why objections
Types of objections
Handling objections

Closing the Sale

When to close the sale
How to close the sale
Problems with closing the sale

The Eight Steps of the Selling Process.
Pre-Approach. Looking for customers and getting ready for the sale. Approaching the Customer. Greeting the customer face-to-face, or in the case of electronic sales, through a Live Discussion Thread or Live Chat. Determining needs. Learning what the customer is looking for in a good or service in order to decide which products to show and which product features to present first which occurs in the next step of the sale. Presenting the product. Educating the customer about the product or the service features and benefits.

Handling questions and objections. Learning why the customer is reluctant to buy, providing information to remove the uncertainty, and helping the customer make a satisfying buying decision.

Closing the Sale. Getting the customer’s
positive agreement to buy.
Suggestion selling. Suggesting that the customer
buy additional merchandise or services to save
money or to enhance the enjoyment of the original
Reassuring and follow-up. Helping a customer
feel that he or she has made a wise purchase.


Many objections should be anticipated, raised, and answered by the salesperson

The closing of the sale starts from the moment the salesperson greets the prospect

(Source: Hite and Johnston)


When closing or answering objections, the chance of losing the sale is the greatest.

Conflict can create a situation where no one wins

When the salesperson loses the sales the prospect loses the potential benefits from owning the product or service
(Source: Hite and Johnston)


Objection- opposition or resistance to information or a request

Closing- step in the selling process in which the salesperson helps the prospect make a decision about the product to conclude the sale (Source: Futrell)

Why objections?

Why objections?

Prospect may be afraid of purchasing the wrong type of product

The salesperson should welcome objections

The most difficult prospect to handle is one who says “no” and gives no reason
Objections should not be taken personally

(Source: Hite and Johnston)

Why objections?

Anticipating Objections

The salesperson should anticipating objections

Objections should never be ignored

Most of the time they should be answered immediately, but
occasionally they should be put off

If the objections is not answered immediately, the prospect may hear little of what else is said
(Source: Hite and Johnston)

Types of Objections

What do objections pertain to

Real vs. hidden

The stall

The specific objection

The price objection

Types of Objections

Real objection- tangible

With a real objection, the salesperson can show that the product provides the benefits necessary and is worth the price

Hidden objections- when the object is not clearly stated due to the prospect not wanting to clearly state it

Usually the prospect will not purchase the product until the hidden objections have been handled
(Source: Futrell)

Types of Objections

The Stall

1) I’ll be back
2) I need to think it over
3) I need to bring my spouse

Care needs to be taken because a stall could be a specific objection (Source: Huisken 173-174)

Types of Objections

The Specific objection- Prospect telling you certain information that they are concerned with

I am not sure about the color
I need to measure
The computer doesn’t have enough memory

(Source: Huisken174)

Types of Objections

What do objections pertain to

1) Price (discussed below)
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