Personal Selling

Question 1

What is Personal Selling?

Answer 1

personal presentation by the firm’s sale force for the purpose of making sales and building customer relationships

Question 2

Steps in the Selling Process

Answer 2

• Prospecting & Qualifying
• Pre-approach
• Approach
• Presentation & Demonstration
• Handling Objections
• Closing
• Follow Up

Question 3

Prospecting & Qualifying

Answer 3

obtain leads and scout out qualified prospects

• Referrals
• Directories
• Cold Calling

Question 4

Pre- Approach

Answer 4

learn as much as possible about a prospective customer before making a sales call

• make an immediate sale?
• gather information only?
• qualify the prospect?

how & when to contact

Question 5

Approach

Answer 5

salesperson meets customer for the first time

• salesperson appearance
• opening lines
• key questions about buyer’s needs
• show a display or sample to attract attention

Question 6

Presentation & Demonstration

Answer 6

salesperson sells the product “value story” to the buyer, highlighting customer benefits and how company can solve their problems

• shows solutions/results
• good listening skills

example; Boise “you’ll notice a difference” ad

Question 7

Handling Objections

Answer 7

salesperson seeks out, clarifies, and overcomes customer objections to buying

• seek out hidden objections
• ask buyer to clarify objections

CONVINCE THEM ITS GOOD

Question 8

Handling objections (TACTICS)

Answer 8

• salesperson is in control
• establish a relationship
• use emotion
• refer to buyer’s core values
• reduce risk of buying
• give sense of urgency

Question 9

Closing

Answer 9

salesperson asks the customer for the order ( seal the deal )

Question 10

Follow-Up

Answer 10

follow-up after the sale to ensure the customer satisfaction and repeat business (check-in)

Question 11

“Magic Wand” question

Answer 11

what would you change?

Question 12

Key Talents of Successful Salespeople

Answer 12

• intrinsic motivation
• disciplined work style
• ability to CLOSE A SALE
• ability to build relationship with customer

Question 13

Outside vs. Inside

Answer 13

Outside; salespeople who travel to call on customers in the field

Inside; salespeople who conduct business from their offices via telephone, internet, or visits

Question 14

Territorial

Answer 14

salesperson assigned to exclusive area and sells full line of products

example; Campbell’s

Question 15

Product

Answer 15

sales force sells only certain product lines

example; Kodak, GE

Question 16

Customer

Answer 16

sales force organized by customer or industry

example; black & decker

Question 17

Complex

Answer 17

combination of several of the above is most common for nationwide companies

Question 18

Types of Reports

Answer 18

Sales- weekly or monthly work plans
Call - salespeople write up their completed actives
Expense- salespeople turn in these reports for which they are partly reimbursed

Question 19

Sales people GOOD AT

Answer 19

sales reports, contact reports ( part of call )

Question 20

Sales people BAD AT

Answer 20

competitive information, complete expense reports, details of promises made ( part of call)