Personnal Selling

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PersonalSelling

Sales Presentations Formal

Written proposal

Visual aids Support materials

Features/benefits

Involvement -- demonstrations


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Figure 3-5: Servicing the Sale: The Four Pillars of Sales Support

Support

the

buying

decision

Manage

the

implemen-

tation

Deal

with

dissat-

isfaction

Enhance

the

rela-

tionship

Sales Support


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Preinteraction

phase

Interaction

phasePostinteraction

phase

Skills:

Precall planning

Skills:

Relating

Need discovery

AdvocatingClosing

Skills:

Supporting

Implementing

Dealing with dissatisfactionEnhancing the relationship

Chapter 3

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PersonalSelling

The Selling Process

Pre-Interaction Interactionl Post-Interaction

Skills:

Precall

Planning

Skills:

Relating

Need discovery

Advocating

Closing

Skills:

Supporting

Implementing

Dealing withdissatisfaction

Enhancing the

relationship


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PersonalSelling

Handling ConcernsListen to the buyers feelings

Share concerns without judgment

Clarify real issue with questions

Problem-solve present options and solutions

Ask for ACTION to determine commitment


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PersonalSelling

Pillars of Sales Support

Support Buying Decision Reduce buyer anxiety

Make a follow-up call

Ask for feedback

Manage the Implementation Assist w/ approval process

Introduce support resources

Monitor & report progress


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Deal with Dissatisfaction Empathize with the buyer

Respond to problems --

use objection handlingtechniques

Anticipate buyer concerns

and expectations

Reinforce the Benefits


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Enhance the Relationship

Be a resource for info,help and ideas

Grow the business internally

Ask for referrals

Be available Arrange continued personal

communications

Maintain quality of

products/services

Provide ongoing updatesand progress reports


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Pre-Call Planning

What do I want to accomplish?

What do I know about the prospect?

Where can I find the information?

What am I going to say?


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Pre-Approach Information Need1. Business of company?

2. Its products & markets?

3. Actual purchase decision maker?4. Who handles purchase process?

5. Who influences buying?

6. How often is purchase of my product made?

7. Who is competition?

How much business with competition?

8. What company plans could affect future need for

my product?


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Pre-Approach Information Need9. How well is customer satisfied with current supplier?

10. Does this company provide enough business to make

visit worthwhile?

11. Is company staff technically informed?

Can we help them develop greater expertise?

12. Can we use their products or services in our company?

13. Our top exec know any of their top execs personally?


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Task Motives

Productivity Money

More Output

or QualityLess Cost

More ProfitLess Effort


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Personal Motives

Respect Power

RecognitionApproval


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Needs DiscoveryTypes of questions

1. Permission Close-ended

2. Fact-finding Factual information

3. Feeling finding Open-ended questions

4. Checking questions Confirm understanding


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Example of companies using personal

selling as their promotional tool

Tupperware

Amway

Avon

PersonalSelling

Personnal Selling

Documents

Transcript of Personnal Selling