handling and close sale
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The Selling Process
Objections and Closing the Sale
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Objectives Objections
Why objections
Types of objections Handling objections
Closing the Sale When to close the sale
How to close the sale
Problems with closing the sale
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The Sales ProcessProspecting/ Qualifying
Preapproach/ Planning
Presentation
Handling Objections
Closing the Sale
Approach
Follow up
Id
entifying
Needs
Id
entifying
Needs
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Introduction Many objections should be anticipated,
raised, and answered by the salesperson
The closing of the sale starts from the
moment the salesperson greets the prospect
(Source: Hite and Johnston)
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Introduction When closing or answering objections, the chance
of losing the sale is the greatest.
Conflict can create a situation where no one wins
When the salesperson loses the sales the prospectloses the potential benefits from owning the
product or service
(Source: Hite and Johnston)
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Definition Objection- opposition or resistance to
information or a request
Closing- step in the selling process in which
the salesperson helps the prospect make a
decision about the product to conclude the
sale
(Source: Futrell)
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Introduction
What is an objection and how do
you handle the objection?
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Objections
Why objections
Types of objections
Handling objections
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Why objections? Why objections?
Prospect may be afraid of purchasing the wrongtype of product
The salesperson should welcome objections
The most difficult prospect to handle is one who says
no and gives no reason
Objections should not be taken personally
(Source: Hite and Johnston)
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Why objections? Anticipating Objections
The salesperson should anticipating objections
Objections should never be ignored
Most of the time they should be answered immediately, but
occasionally they should be put off
If the objections is not answered immediately, the prospectmay hear little of what else is said
(Source: Hite and Johnston)
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Types of Objections
What do objections pertain to
Real vs. hidden
The stall( Pause)
The specific objection
The price objection
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Types of Objections Real objection- tangible
With a real objection, the salesperson can show that theproduct provides the benefits necessary and is worth theprice i.e internet speed
Hidden objections- when the object is not clearly state due
to the prospect not wanting to clearly state it. i.e about anyhidden charges
Usually the prospect will not purchase the product until
the hidden objections have been handled.(Source: Futrell)
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Types of Objections
The Stall
1) Ill be back
2) I need to think it over
3) I need to bring my spouse
Care needs to be taken because a stall could be a
specific objection
(Source: Huisken 173-174)
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Types of Objections The Specific objection- Prospect telling
you certain information that they are
concerned with I am not sure about the color of b-phone
I need to measure the speed of internet
The Mobile doesnt have extended memory Mobile does not support GPRS.
(Source: Huisken174)
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Types of Objections
What do objections pertain to
1) Price (discussed below)
2) Product
3) Timing
4) Source
5) Service
6) Need
(Source: Hite and Johnston)
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Types of Objections
The Price Objection
An objection to price is one of two issues
1) Value
2) Budget
Many sales and profits are lost to the assumptionthat the objection is due to value as opposed to
budget
(Source: Huisken)
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Types of Objections
The Price Objection
The price objection is often used in place of the real
objection
The prospect may be saying, You havent sold me
If a salesperson reduces the price, this may or may notsolve the problem
The salesperson should show the true economic value ofthe service/product (show that the benefits outweigh thecosts)
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Handling Objections
Handling Objections
Step One- Listen carefully, sincerely, with undividedattention
Step Two- Repeat the objection back, in a slightlydifferent form
Step Three- Provide new evidence or informationwithout offending the prospect
Step Four- Answer the objection 1) convert the objection into a question
2) Use testimonials or third-party experiences
3) Use boomerang or positive conversion techniques
4) Use comparisons(Source: Hite and Johnston)
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Handling Objections
Convert the Objection
Prospect:Your price is too high
Covert the statement to a question
Salesperson:You have brought up a good question orMany people have the same question
Covert the initial statement or objection to a question
Salesperson:The question here is whether or not ourproducts benefits are worth the additional costs, isnt thatcorrect?
If the prospect agrees, then the question can be answered
If the prospect do not agree, then have the prospect restate the question(Source: Hite and Johnston)
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Handling Objections
Use Third-Party Stories
Show that other people in a similar position have felt thesame way
Allow how they felt their solution (your product or
service) was the best
Use testimonial
(Source: Hite and Johnston)
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The Boomerang/Positive Conversion
Convert the prospects objection into areason why the prospect should buy
(Source: Hite and Johnston)
Handling Objections
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Use Comparisons
Best used when the prospect brings other
products up
Let the prospect draw conclusions
(Source: Hite and Johnston)
Handling Objections
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What type of objection is this and how would you handle theobjection?
1) I dont think it is worth what you are asking
2) I dont like the color
3)I am not ready to make a decision
4) You did not deliver our last order when you promised
5) I dont need to take on another brand of mobile services-
we have plenty now 6) I thought the price of this was too high
7) It is really more than we wanted to spend
Handling Objections
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Closing the Sale
When do you try to close the sale?
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Closing the Sale (Introduction)
Viewed as part of the total selling process that will
naturally occur if the salesperson meets the desires
of the prospect
Close- a question or action by the salesperson
intended to evoke a favorable decision from the
prospect
(Source: Hite and Johnston)
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Closing the Sale (Introduction)
When to close the sale
How to close the sale
Problems with closing the sale
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When to close the Sale
When to close the Sale
Salespeople need to learn to recognize the clues when
they occur
1) Facial Expression
2) Physical Actions
3) Verbal Comments
(Source: Hite and Johnston)
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How to Close the Sale
How to Close the Sale
Direct close Assumptive close
Summative close
Demonstration closeNegative close
Special concession close(Source: Hite and Johnston)
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How to Close the Sale
Direct Close- Asks for the sale
Should not be used with insecure ( lacking confidence) prospects
Timid ( shy/ nerves) prospects
Indecisive ( hesitant/ unsure) prospects
(Source: Hite and Johnston)
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How to Close the Sale
Assumptive Close-three types
1) Fatal (deadly) alternative-series of
relatively minor choices that ultimatelylead to the decision to buy
2) Open-ended question- assumes the
prospect is ready to buy Would you like me to deliver this Value able
service for you/your organisation/unit?
3) Action close-the salesperson may
simply write up the order
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How to Close the Sale
Summative Close- summing up
the benefits and repeating thepoints of agreement-thereby
encouraging the prospect to
make the decision
(Source: Hite and Johnston)
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How to Close the Sale
Demonstration Close- demonstrating
the product or service in actual usecan be very effective
Most effective with the cautious
( careful/alert) , deliberate ( calculated)type of prospect
(Source: Hite and Johnston)
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How to Close the Sale
Negative Close- Normally used as a
last resort (alternate)
Product shortage
Price increases will follow
Used on procrastinators or people whowant to think it over indefinitely(Source: Hite and Johnston)
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How to Close the Sale
Special Concession Close- offering a price concession
some additional piece of merchandise either
free or at X off the price Additional case free for every x amount bought
Can cause problems with repeat buyers
Prospects may feel undue pressure
Best used on procrastinators(Source: Hite and Johnston)
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Problems with closing the sale
Problems with Closing the Sale
1) Problems with the Prospect
2) Problems with the Salesperson
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Problems with closing the sale
Problems with the Prospect
Prospects may be afraid to buy
Industrial buyers often face greater risks that than the seller Industrial buyer must consider:
1) Judge the supplier in terms of reliability, capability, and value
2) Companies budget
3) Goals of the firm 4) Capabilities of the equipment being considered
5) Complying with regulations
6) The buyers personal reputation as an effective purchaser(Source: Hite and Johnston)
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Problems with closing the sale
Problems with the Salesperson
1) Fear of rejection
2) Wrong attitude
3) Talking too much
4) Inadequate presentation 5) Improper prospecting
(Source: Hite and Johnston)
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Closing the Sale
Which type of closing technique is this and when is it most appropriate?
1) Shall I drop off a case tomorrow?
2) When would you like me to deliver this unit?
3)This is the last one we have in stock
4) This is a limited time offer
5)So what do you think, would you like to go ahead with the purchase?
6) This home has a two-car garage, fenced yard, three bedrooms, is in
the school district you wanted, and in the price range you are looking
for. Should we make an offer?
7) If you take it today I will give a surge (rush) proctor at no charge, but
that is only for today
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Advance Topics in Personal Selling
After the sale
Adding-on
Saving the Sale (The Turnover)
Other forms of closing the sale
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