What are the 4 Essential Elements for making a sales call?

1. Good Impression
   
2. Identifying Needs 
3. Offering Solution
4. Assessing Reaction & Making Adjustments
5. Credibilty & Trust

What does the content of a sales call depend on?

• The specific situation
   
• The extent of the established Relationship

What are the 4 A's of the Selling Process?

1. Acknowledge
2. Acquire
3. Advise 
4. Assure

4 Tips for Waiting for a Prospect

1. Be on Time or Call if late
2. Make good use of Waiting Time
3. 15 Minute Rule
4. When to reschedule

Some Tips for First Impressions

1. Good first impression results in a prospect who is willin to listen - how you dress/look
    
2. Modify behavior based on prospect's state
    
3. Customer's name 

First Impressions

Tips for Selecting a Seat

• Be aware of Surroundings
   
• Read the prospect's nonverbal cues

First Impressions

Tips for

Getting the Customer's Attention

1. Prospect's use first few minutes to determine if they will benefit from interaction
    
2. salespeople basically have less than six minutes to get credibility with client
    
3. Presentation Openings

What are the 6 Opening Methods salespeople can use to gain attention?

1. Introduction opening 
2. Referral Opening
3. Benefit Opening
4. Product Opening
5. Compliment Opening
6. Question Opening

First Impressions

Developing a Rapport 

(also define)

Rapport:

a close, harmonious relationship founded on mutual trust

• Goal of every salesperson
• Small Talk
• Office Scanning
• Cultural and Personality Differences
• Share goals/agenda

First Impressions

When Things Go wrong

• Maintaing the proper perspective & sense of humor
   
• Apologize
   
• Think before you speak

Identifying Prospect's Needs

The Power of Asking Questions

• Identify buyer's needs
• Use transition sentences
• Don't be surprised if buyer is reluctant to provide confidental information 
• Discovering needs is part of qualifying the prospect

Identifying the prospect's needs

Asking Open and Closed Questions

Open Questions

Require prospect to go beyond simple yes-or-no response

Closed Questions

Require yes, no, or short "fill-in-the-blank" type of response

- in most cases salespeople need to ask both types of questions

- afterwards, summarize the prospects needs

What are the components of the SPIN Technique

1. Situation Questions
• General Data-gathering questions
• Can be answered through precall information gathering & planning
2. Problem Questions
• about specific difficulties, problems, or dissatisfactions  
3. Implication Questions
• help prospect recognize the  true ramifications of the problem
• motivate prospect to search for solution to problem
4. Need Payoff Questions
• questions about usfulness of solving a problem
• solution-centered
  
  

Developing a Strategy for the presentation

• Prioritize buyers needs
   
• discuss features that address buyer needs

Offering Value

Feature

- quality or characteristic of product/service

Offering Value

Benefit

- FAB?

• Way feature will help buyer
   
• FAB - feature, advantages, benefits

Assessing Reactions

Using Non Verbal Cues

Assessing Reactions

Verbal Probing

• Allows salesperson to stop talking and encourage two-way conversation
   
• lets salesperson see whether buyer is listening & understanding what is being said
   
• May show the prospect is uninterested 

Assessing Reactions

Making Adjustments 

• changing direction 
   
• Collecting additional information
   
• developing new sales strategy
   
• altering style of presentation

How to build credibility during a call 

• Clearly delineate the time he/she thinks call will take and then stop when the time is up
• back up verbal statements
• avoid making statements that do not have the ring of truth to them
• make a balanced presentation that shows all sides of situation 
• recognize cultural differences
• demonstrate product expertise
• keep it simple
• be willign to say " I was wrong" or "I don't know" 
• Never use a word unless definition is known

selling to groups

What should a salesperson discover about each prospect group member?

• member status within group
• authority
• perceptions about urgency of problem
• receptivity to ideas
• knowledge of subject matter
• likely resistance and ways to handle it

What should you make sure you do when attempting to sell to a group?

• Develop objectives & Plan
   
• Learn names of group memembers & use them
   
• Listen carefully and observe nonverbal cues