selling

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

Objectives


Objections






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
purchase.
Reassuring and follow-up. Helping a customer
feel that he or she has made a wise purchase.

Introduction


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)

Introduction


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)

Definition


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)
2)...
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