personal selling
dealing with potential customers face-to-face and trying to convince them to make a purchase
market research
selling is a Constant source of valuable market research being face-to-face with customers trying to make sales
selling as teaching and listening
teaching the customer how and why the features of the product/service are benefits and listening to the customers needs
principles of selling
- identify benefits products can provide
- sell constantly
- make a good personal impression
- know your product or service
- know your field
- know your customers
- prepare your sales presentation
- Think positively
- keep good records
- make an appointment
sales call
appointment with a potential customer to explain or demonstrate your product or service
prospect
A person or organization that may be receptive to a sales pitch
customer focus
what does this customer need
call behaviors
- Let customers talk more than you
- ask the right questions
- wait to offer products and solutions until later in the call
analyze the sales call
wasn’t able to get the customer to open up? Did I say/do anything that turned the customer off? Did I offend the customer?
objectives into advantages
- Price
- performance
- follow up service
- competition
- support
- warrantees and assurances
Technology
- Demonstrating/presentation
- website
- email blogs social networking
- Digital planners and calendars
- Smart phones tablets and other technology for immediate response
customer service
Everything a business does to keep the customer happy
Losing customers
loss of current dollars
Loss of jobs
Loss of reputation
loss of future business
repeat customers
Customers who returned and create a successful company
Keeping customers happy
know name
deliver product/service on time
help customers carry purchases to their cars
Suggest less expensive product to meet need/adjust price
provide full refund
take time to listen
customer complaints
always acknowledge complaints
don’t take them personally
always tell the truth about the negative aspects of a product/service
customer relationship management (CRM)
companywide policy‘s practices in process a business uses with its customers to generate maximum customer satisfaction and optimal profitability
