Ch 6 Smart Selling & Effective Customer Services

Question 1

Selling is a Great Source of Market Research

Answer 1

You get the needs, wants, likes and dislikes and complaints

Question 2

What is the Essence of Selling?

Answer 2

The essence of selling is teaching.

Question 3

What are some Principles of Selling?

Answer 3

1. Know your product/service
2. Know your field
3. Prepare your sales presentation
4. Keep good records
5. Make an appointment- (after ensuring that research is done to determine that this person is in ur target market)

Question 4

Sales Call

Answer 4

A sales call is an appointment with a potential customer to explain/demonstrate your product or service

Question 5

What to do during the call

Answer 5

1. Make the customer aware of your product or service.
2. Make the customer want to buy prodcut/service.
3. Make the customer want to buy from you.

Question 5

Other Methods of engaging with potential customers

Answer 5

Newsgroup- an online discussion group on specific topics of interest
Spam-
Lurk- to read messages and get a feel for discussions on a website, newsgroup etc. without participating in the conversation

Question 5

Prospects

Answer 5

A person/organization that may be receptive to a sales pitch.

Question 6

Prospecting Cont’d

Answer 6

It is the process of identifying potential customers

Question 7

Things to consider when prospecting

Answer 7

1. Is this individual in my market?
2. Does he/she need my product?
3. Will my product or service remove a problem/ improve their life?
4. Can he/she afford it?

(A potential customer would have all these characteristics)

Question 8

The Eight Step Sales Call

Answer 8

1. Prepare yourself mentally
2. Greet the customer politely
3. Show the product or service
4. Listen to customer
5. Deal with objections.. always acknowledge them
6. Close the sale
7. Follow up
   8, Ask customers for referrals

Question 9

Behaviours of Successful Sales People

Answer 9

1. Let the customer talk more than you do.
2. Ask the right questions.- goal is to uncover problems product can sole, be a friend.
3. Wait to offer products and solutions until later in the call.- Find out problems first.

Question 10

5 Questions to ask after a sales call

Answer 10

1. Did the customer open up to me?
2. Did I do anything that turned the customer off?
3. Which of my questions did the best job of challenging the customer to focus on his/her challenges.
4. Was I able to make an honest case for my product?
5. Did I improve my relationship with this individual during the call?

Question 11

Turning Objections into Advantages

Answer 11

• Study objections you have received
• Group into these categories and develop objection proof answers for each :

1. Price
2. Performance
3. Follow-up Service
4. Competition
5. Support
6. Warranties and assurance

Question 12

Use technology to sell

Answer 12

Multimedia demonstrations

Website

Email, blogs, calendars and sales software

Customer Relation Management

Question 13

The One Minute Sales Call

Answer 13

1. Keep it clear and concise
2. Write it down
3. Practice delivering it. The pitch needs to sound natural & unrehearsed
4. Give constructive feedback
5. Remember- Listen to the customer, don’t just use the pitch.

Question 14

Ways to keep Customer Happy

Answer 14

1.Deliver product on time
Suggest less expensive product that might meet customer’s need
3. Listen politely & with empathy to customer complaints
4. Offer product info in a non-threatening manner.

Question 15

Customer Relationship Management Systems

Answer 15

Companywide policies, practices, and processes that a business uses with its customers to generate satisfaction and profitability.