The Sales The Sales ProcessProcess

As a CCCP you are working with a script most of the As a CCCP you are working with a script most of the time. time.

This is to structure your call and having a “guideline”, This is to structure your call and having a “guideline”, which will make you more successful in closing the sale.which will make you more successful in closing the sale.

This guideline is based on the 6 aspects of the selling This guideline is based on the 6 aspects of the selling processprocess. .

Six Key Steps

Prospecting Initial Contact Sales Presentation Handling Objections Closing the Sale Follow-Up and Service after the Sale

1.PROSPECTING

Selected qualified customers and prospects that have all the characteristics to become a potential user.

CharacteristicsCharacteristics

You don’t have to do this yourself the company where you work for will provide you with a list of all the customers, prospects details.

Selected qualified prospects for your products or services is the natural first step in the sales process.

Once you've identified prospects, customers,’ prepare yourself before you approach them. "Fact finding" will help you.

Determine your sales approach and plan your sales calls.

Determine which products and services best suit particular prospects, customers.

2.Initial Contact

Aspects of the initial contact are;

Preparations

The actual opening, introduction

Introduction

Smile- be professional and take confidence from the facts that you are well prepared.

Introduce yourself first and tell the reason for the call and pose an interest generating statement.

Opening of the call

In person or over the phone, windows of attention are typically slammed shut in less than 10 seconds. This means you have to maximize the impact of every word, syllable and pause in your lead off statements.

Call opening

Begin all calls calmly and professionally. Begin all calls calmly and professionally. Identify yourself Identify yourself by name and what company you represent.by name and what company you represent.

Finish your opening statement with a "verbal handshake" Finish your opening statement with a "verbal handshake" phrase such as, "How are you today"? Remember you phrase such as, "How are you today"? Remember you have only one chance to make a first impression!!!!!!! have only one chance to make a first impression!!!!!!!

After the opening statement, state why you're calling, the After the opening statement, state why you're calling, the purpose of your call. purpose of your call.

When possible, find a "hook" to interest customers, When possible, find a "hook" to interest customers, prospects, to attract their attention. Use the product or prospects, to attract their attention. Use the product or service service unique selling point.unique selling point.

QUESTIONING

The main purpose of questioning is to confirm or discover The main purpose of questioning is to confirm or discover what the most important benefit the prospect will receive.what the most important benefit the prospect will receive.

Good emphatic questioning builds relationships, trust, and Good emphatic questioning builds relationships, trust, and rapport- nobody wants to buy anything from a sales person rapport- nobody wants to buy anything from a sales person who is only interested in selling his own product. who is only interested in selling his own product.

Use open-ended questions to gather information e.g. Use open-ended questions to gather information e.g. questions beginning with who, what ,where ,when , how?questions beginning with who, what ,where ,when , how?

Use close ended questions to qualify and confirm your Use close ended questions to qualify and confirm your interpretation- a close ended question is the one that can interpretation- a close ended question is the one that can be answered in “YES “OR “ NO”.be answered in “YES “OR “ NO”.

Do not jump onto an opportunity and start explaining how Do not jump onto an opportunity and start explaining how you can solve the problem until you have asked all your you can solve the problem until you have asked all your questions and gathered all the information you need.questions and gathered all the information you need.

The Sales Presentation

This part of the process is all about This part of the process is all about creating a needcreating a need or or make the prospect, customer aware of the needmake the prospect, customer aware of the need he/she he/she already has but he/she doesn’t know that yet, already has but he/she doesn’t know that yet, and and securing the needsecuring the need. It all sounds very easy but this is one . It all sounds very easy but this is one of the most difficult parts in the sales process. of the most difficult parts in the sales process.

You have to “filter” the valuable information out of all the You have to “filter” the valuable information out of all the information that he gives to you. information that he gives to you.

Valuable information is information that verifies the product Valuable information is information that verifies the product benefits and features match with his/her needs.benefits and features match with his/her needs.

Find out more about his personality, his behavior, and Find out more about his personality, his behavior, and interests it is a lot easier to level up with him. interests it is a lot easier to level up with him.

Try to speak the same language and you will understand Try to speak the same language and you will understand each other better, When you do this it shows that you are each other better, When you do this it shows that you are caring and trying to understand him. caring and trying to understand him.

This will create trust.This will create trust.

In sales you want him to give you the business.In sales you want him to give you the business.

You need your sales skills to persuade him to buy the You need your sales skills to persuade him to buy the product or service. product or service.

Use the information and your sales skills in a creative way Use the information and your sales skills in a creative way and direct the customer, prospect to an ending and direct the customer, prospect to an ending ,,where it where it becomes obvious to him that the product or service will becomes obvious to him that the product or service will make him a happier and more satisfied person. make him a happier and more satisfied person.

Skills

The skills that you need to be successful are:The skills that you need to be successful are: Listening skillsListening skills Interview skillsInterview skills Sales skillsSales skills Empathy skillsEmpathy skills Social SkillsSocial Skills

CLOSING THE SALE

Summarize everything, about the product/service, it’s benefits and rephrase again why the product/service is useful for him (his need).

Inform if he has no more questions and close the sale.

End the call in a friendly way. End the call in a friendly way.

Mr. X thank you for your time and I hope you will enjoy all the Mr. X thank you for your time and I hope you will enjoy all the possibilities you have with the American Express Card.possibilities you have with the American Express Card.

Ask for personal details and Credit Card number, don’t forget the expiry date! Always repeat the number and expiry date to confirm.

TYPES OF CLOSURES CHALLENGE CLOSE

I know most of the customers wouldn’t be able to buy something of I know most of the customers wouldn’t be able to buy something of this value without consulting their wives/husbands/ bosses .Do u you this value without consulting their wives/husbands/ bosses .Do u you need to seek permission?need to seek permission?

ALTERNATIVE CLOSEWould you like to have it delivered on Tuesday or Friday.Would you like to have it delivered on Tuesday or Friday.

EGO CLOSEWe generally find that only the people who appreciate and are We generally find that only the people who appreciate and are prepared to pay for the best quality go for this service .I don’t know prepared to pay for the best quality go for this service .I don’t know how you feel about it?how you feel about it?

NEGATIVE CLOSE

I’m sorry but due to holidays we can’t deliver…….. after 3 I’m sorry but due to holidays we can’t deliver…….. after 3 weeks ,so we can do it next week .Is that ok?weeks ,so we can do it next week .Is that ok?

PUPPY DOG CLOSE

How about if I let you have it , try it, may be you’ll like it .How about if I let you have it , try it, may be you’ll like it .

ELIMINATION CLOSE

I I can see I have not explained the benefits properly .Can see I have not explained the benefits properly .Can we take five more minutes to go over the benefits again and we take five more minutes to go over the benefits again and see what is holding you back from taking a decision?see what is holding you back from taking a decision?

OROR…………………………………………………………..holding us back from proceeding?..holding us back from proceeding?