Making the Sales Making the Sales CallsCallsChapter 9Chapter 9

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Important Questions Important Questions AnsweredAnswered

► How should the salesperson make the How should the salesperson make the initial approach to make a good initial approach to make a good impression and gain the prospect’s impression and gain the prospect’s attention?attention?

► How can the salesperson develop rapport How can the salesperson develop rapport and increase source credibility?and increase source credibility?

► Why is discovering the prospect’s needs Why is discovering the prospect’s needs important and how can Salesperson get important and how can Salesperson get the information?the information?

Contd.

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► How can the salesperson most effectively How can the salesperson most effectively relate the product or service features to relate the product or service features to the prospect’s needs?the prospect’s needs?

► Why is it important for the salesperson to Why is it important for the salesperson to make adjustments during the call?make adjustments during the call?

► How does the salesperson recognise that How does the salesperson recognise that adjustments are needed?adjustments are needed?

► How can a salesperson effectively sell to How can a salesperson effectively sell to groups?groups?

Important Questions AnsweredImportant Questions Answered

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PURPOSE OF AN PURPOSE OF AN EFFECTIVE APPROACH EFFECTIVE APPROACH

► To make a favorable or positive To make a favorable or positive impression on the prospect. impression on the prospect.

► To gain the prospect's undivided To gain the prospect's undivided attention. attention.

► To develop positive interest in your To develop positive interest in your proposition. proposition.

► To lead smoothly into the fact-finding or To lead smoothly into the fact-finding or need discovery phase of the interview. need discovery phase of the interview.

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Essential elements of a Sales Essential elements of a Sales CallCall

Assessing the Assessing the buyer’s reactions buyer’s reactions and making and making adjustmentsadjustments

Credibility and trustCredibility and trust

Making a good impressionMaking a good impression

Identifying or reiterating needsIdentifying or reiterating needs

Offering the solution to the buyer’s needsOffering the solution to the buyer’s needs

AdjustingAdjusting

OutcomesOutcomes

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Making A Good ImpressionMaking A Good Impression

Very important for the Salesperson to know Very important for the Salesperson to know

as how to do impression management. If the as how to do impression management. If the

salesperson fails to make a good impression salesperson fails to make a good impression

it is very likely that he/she will also lose the it is very likely that he/she will also lose the

interest of the buyer and building interest of the buyer and building

partnership will not be possible.partnership will not be possible.

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FIRST IMPRESSIONSFIRST IMPRESSIONS ► Four minutes is the average time that Four minutes is the average time that

the prospects takes to decide about you the prospects takes to decide about you ► Not all buyers act upon their first Not all buyers act upon their first

impressions impressions

Weaknesses of first impressionsWeaknesses of first impressions

► Tend to be based on emotions Tend to be based on emotions ► All behavior traits do not show up in first All behavior traits do not show up in first

impressions impressions ► Behavior may be deliberately controlled Behavior may be deliberately controlled

by either party during initial contact. by either party during initial contact.

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There's No Second Chance To Make a Good First Impression

Visual Factors Organization, Professional Habits

•Some details about you are a distraction

•Car •Grooming

•Watch your body language •Watch what you wear •Don't advertise political, religious or group affiliations that may evoke a response

•Be Prompt •Have a clear agenda •State the purpose of your call right away •Be prepared with pre approach information

Building Rapport Actions

•Pronounce the name correctly •Use compliments carefully •Respect personal space •Look for common ground

•Shake Hands •Keep eye contact •Warm greeting •Don't smoke, chew gum, etc

Attitude Enthusiasm, Enthusiasm

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SURFACE LANGUAGE

IncludesAll

Aspectsof

Appearance

•grooming •clothing •accessories •posture

                                              

•Affects first impressions •even though they may actually provide limited or shallow insight into the true person.

Dress the Part We all wear a uniform.

•Dress Conservatively •Dress Attractively •Choose Accessories Carefully •Dress Appropriately •Give Attention to Grooming

                              

Projecting an Image

•Get the prospect to take you seriously •Work with your physical characteristics

                              

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Some Style TipsSome Style Tips► Clothing should be professional and

understated ► Neutral colors like blue, taupe and gray ► Wear suits to meetings. Jackets give the

appearance of power. ► Blue is the most powerful color ► Keep your shoes shined ► Match socks to clothing ► Keep accessories simple ► Take dress cues from the highest person in the

company ► Dress appropriately for your business

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Waiting For The ProspectWaiting For The Prospect

► Being in time leaves a good impression.Being in time leaves a good impression.► An average salesperson spends certain An average salesperson spends certain

portion of each working day waiting for portion of each working day waiting for the sales interview.the sales interview.

► It is important to make good use of this It is important to make good use of this time.time.

► It is also wise not to wait for too long for It is also wise not to wait for too long for the prospect and convey it to them the prospect and convey it to them tactfully – some advise that the tactfully – some advise that the salesperson should not wait for more salesperson should not wait for more than 15 minutes for the meeting.than 15 minutes for the meeting.

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The EntranceThe Entrance

► The first few minutes of every first The first few minutes of every first meeting are important to make an meeting are important to make an impression.impression.

► The salesperson can adapt to the The salesperson can adapt to the situation and make an effective entrance situation and make an effective entrance for that particular scenariofor that particular scenario

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Very First ImpressionsVery First Impressions

► Not to forget that knowing the needs of Not to forget that knowing the needs of the prospect and the product are not the prospect and the product are not enough – poor first impression can stop enough – poor first impression can stop the process of partnership buildingthe process of partnership building

► May vary from culture to culture but it is May vary from culture to culture but it is said that selling to buyers of opposite sex said that selling to buyers of opposite sex brings in better results. One can’t change brings in better results. One can’t change the gender but can definitely avoid the gender but can definitely avoid making mistakes in the first meeting, making mistakes in the first meeting, especially the very first impressionespecially the very first impression

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HandshakingHandshaking

► It should be prospect’s choice.It should be prospect’s choice.

► Don’t extend your hand for shaking if the Don’t extend your hand for shaking if the prospect is sitting.prospect is sitting.

► Official handshaking is different from Official handshaking is different from social (palm of women facing down) – social (palm of women facing down) – again it depends upon culture if the again it depends upon culture if the women should extend their hand or not women should extend their hand or not as well as if one should extend his hand as well as if one should extend his hand to women or not?to women or not?

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THE PROPER GREETINGTHE PROPER GREETING Choice

of Greetin

g

•The Rule of Twelve - the first 12 words should include a form of thanks

•plan ahead •kept quite simple.

•Failure to prepare in advance could lead to stammering or faltering speech, either of which creates a negative impression. •You must be ready to alter the prepared approach if the situation demands it

The Handsh

ake                                     

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Name Characteristics Tips

Flabby Limp, Soft Paw •Pessimistic •need reassurance

The Squeeze Squeeze like a vice•Usually men •want to show strength and power •Possible inferiority complex •Meet needs with flattery

"Next To Body"

Arm and elbow are bent and right hand stays close to the side

•Favored by politicians and others who are hesitant to take risks •Use caution

Impelling Hand is thrusted forward and pumped vigorously

•They seem insecure •Use more insistence

Nongripping Hand is thrust forward. Fingers do not move.

•Don't want involvement •Approach slowly

Robot Quick and automatic •Indifferent and self interested •Show that you are indispensable to their needs

Jackhammer Handpumping•Lots of will power •Tend to be inflexible •Be determined with them

Prison Hold your hand and won't give it back.

•Opportunists •Emphasize how fortunate you are to meet

Normal Open and honest Trust your instincts

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Handshake helps determine Handshake helps determine personality style personality style

Driver firm may turn hand over yours

Amiable may not make eye contact

• The handshake is one of the first nonverbal signals you receive. • Be sure to make use of it to learn how to deal with a particular prospect.

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Rules for an Effective Rules for an Effective HandshakeHandshake

► Stand Stand ► Maintain eye contact Maintain eye contact ► Step or lean forward Step or lean forward ► Greet the other person, and repeat his Greet the other person, and repeat his

or her name or her name ► Have a pleasant, animated face Have a pleasant, animated face ► Watch for people that do not like to be Watch for people that do not like to be

touched touched ► Firm, consistent, pressure Firm, consistent, pressure ► For moist hands - carry a special For moist hands - carry a special

handkerchief handkerchief ► Hands should meet equidistant Hands should meet equidistant

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How to Make Hand Shake How to Make Hand Shake more memorablemore memorable

► As you approach someone, when you are As you approach someone, when you are about three feet away, extend your right about three feet away, extend your right arm out at a slight angle across chest, arm out at a slight angle across chest, with your thumb pointing upward. with your thumb pointing upward.

► Lock hands, thumb joint to thumb joint. Lock hands, thumb joint to thumb joint. ► Firmly clasp the other person's hand -- Firmly clasp the other person's hand --

without any bone crushing or macho without any bone crushing or macho posturing. posturing.

► Pump the other person's hand two to Pump the other person's hand two to three times, and let go. three times, and let go.

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opportunities to Shake opportunities to Shake HandHand

► When you are introduced to someone and When you are introduced to someone and when you say good-bye when you say good-bye

► When a client, customer or any visitor from When a client, customer or any visitor from the outside enters your office the outside enters your office

► When you run into someone you haven't When you run into someone you haven't seen in a long time seen in a long time

► When you enter a meeting and are When you enter a meeting and are introduced to participantsintroduced to participants

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International protocolInternational protocol1.1. Shake hands with everyone in a room Shake hands with everyone in a room 2.2. Omissions are noticed, and are considered a rejection. Omissions are noticed, and are considered a rejection. ► Women Women 1.1. should initiate handshakes, should initiate handshakes, 2.2. and shake hands with other women and men. and shake hands with other women and men. 3.3. Not extending her hand to a European male will cause an American Not extending her hand to a European male will cause an American

businesswoman to lose credibility. businesswoman to lose credibility. ► Western and Eastern Europeans reshake hands whenever they’re Western and Eastern Europeans reshake hands whenever they’re

apart for even a short period of time (for example, lunch). apart for even a short period of time (for example, lunch). ► French and Japanese business people shake hands with one firm French and Japanese business people shake hands with one firm

gesture. gesture. ► In Japan, the handshake may be combined with a slight bow, which In Japan, the handshake may be combined with a slight bow, which

should be returned. should be returned. ► In Arab countries, handshakes are a bit limp and last longer than In Arab countries, handshakes are a bit limp and last longer than

typical American handshakes. typical American handshakes. ► Latin Americans also tend to use a lighter, lingering handshake. Latin Americans also tend to use a lighter, lingering handshake. ► In all cases In all cases 1.1. don’t pull your hand away too soon don’t pull your hand away too soon 2.2. such a gesture will be interpreted as a rejectionsuch a gesture will be interpreted as a rejection

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Select a SeatSelect a Seat

► When selecting a seat better to keep the When selecting a seat better to keep the culture in mind and sit accordingly.culture in mind and sit accordingly.

► Usually asking for a permission to sit is Usually asking for a permission to sit is unnecessary.unnecessary.

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Getting The Customer’s Getting The Customer’s AttentionAttention

► The halo effect i.e. how and what you do The halo effect i.e. how and what you do in one thing changes a person’s in one thing changes a person’s perception about other things you do, perception about other things you do, seems to operate in many sales calls.seems to operate in many sales calls.

► Some experts say that the customer’s Some experts say that the customer’s name should be used in the opening name should be used in the opening statement – it indicates respect and a statement – it indicates respect and a recognition to the person’s unique recognition to the person’s unique qualities.qualities.

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Suggestions For GreetingsUse of the Prospect's Name

"The sweetest and most important sound in any language."

First Name?or

Formal Name?

•Based on Relative ages •Prevailing custom •Type of product or industry •Your conclusions about behavioral style

Remembering the Buyer's Name

Small Talk?or

Get Down to Business?

•Relationship tension is not uncommon in the beginning •The purpose of small talk.

a.Gain an advantageous, positive beginning that will break the ice and ease the tension. b."Warm up" a cold environment c.Provides additional information about the prospect.

•Small talk can be negative if it conflicts with the prospect's behavioral style.

Suit the Approachto the Person •You must first estimate the personality style.

Gaining Attention & Capturing Interest

•Appeal to the senses •Introduce of a benefit

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► Introduction ApproachIntroduction Approach

► Referral ApproachReferral Approach

► Benefit ApproachBenefit Approach

► Product ApproachProduct Approach

► Compliment ApproachCompliment Approach

► Question ApproachQuestion Approach

Ways to Gain attention of the Ways to Gain attention of the customercustomer

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Introduction ApproachIntroduction Approach

Here the salespeople state their Here the salespeople state their names and the names of their names and the names of their companies and may hand the prospect companies and may hand the prospect a business card – simplest way to open a business card – simplest way to open a sales call.a sales call.

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Referral ApproachReferral Approach

An effective and amiable way is to start with the names of the satisfied customers or friend of the prospect.

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Benefit ApproachBenefit Approach

Said to be the most widely used Said to be the most widely used approach where one starts with the approach where one starts with the benefits of the product/service.benefits of the product/service.

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Product ApproachProduct Approach

One could also start by showing the product and its features and benefits.

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Compliment ApproachCompliment Approach

A very important approach that should A very important approach that should be very carefully used is where one be very carefully used is where one compliments the prospect; not to compliments the prospect; not to forget that it is both sincere and forget that it is both sincere and specific and not insincere and flatteryspecific and not insincere and flattery..

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Question ApproachQuestion Approach

Here a question is asked or an Here a question is asked or an interesting fact is stated in the form interesting fact is stated in the form of a question to open the of a question to open the introduction/meeting.introduction/meeting.

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APPROACH OBJECTIVES

Objectives of a "statement" or "demonstration" approach

•To capture the attention of the prospect. •To stimulate the prospect's interest. •To provide a transition into the sales presentation.

Objectives in opening with questions

•To uncover the needs or problems important to the prospect. •To determine if the prospect wishes to fulfill these needs or solve these problems. •To have the prospect tell you about these needs or problems, and the intention to do something about them.

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TYPES OF APPROACHES

SelfIntroductio

nApproach

•Addresses the prospect by name (pronouncing it correctly), •States your name and company •Presents your business card.

ConsumerBenefit

Approach•Gives the prospect a reason for listening •Suggests a risk for failure to listen.

CuriosityApproach

•You should know something about the prospect •Ask questions whose answers will respond favorably to your product/service.

QuestionApproach

•Quickly establishes two-way communication. •Enables you to investigate the prospect's needs and apply the benefits of your product or service to those expressed needs.

Compliment

Approach

•Signals your sincere interest in the prospect.

                                                                                                

ReferralApproach

•Helps the salesperson establish leverage by borrowing the influence of someone the prospect trusts and respects.

ShockApproach

•presents a shocking statement of what could possibly happen if the prospect does not buy your product.

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ProductApproach

•actually hand the product, or some physical representation of it, to a prospect to produce a positive reaction. stirs interest •permits a demonstration •makes a multiple sense appeal •Creates in the prospect a feeling of commitment to listen and to participate actively in the presentation. •If bringing the actual product is not feasible, you must use other devices

a.A piece of literature b.A sample of the output of the machine c.A small working model d.A picture e.Any other visual tool to simulate the actual product that the prospect can hold and look at.

•This serves to help the prospect focus and hold attention on your product

Showmanship

Approach•doing something unusual to capture the prospect's attention (example, dropping a "new, unbreakable china" platter to demonstrate durability).

CuriosityApproach •make the prospect curious about your product.

OpinionApproach •ask the prospect for his opinion on your products.

PremiumApproach •giving the prospect a sample of your product or a small gift.

TYPES OF APPROACHES

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Developing RapportDeveloping Rapport

► Rapport Rapport (with reference to selling)(with reference to selling) is is defined as a close harmonious defined as a close harmonious relationship founded on mutual trust.relationship founded on mutual trust.

► Very important to complete the Very important to complete the homework before meeting the prospect homework before meeting the prospect as a long term relationship requires a as a long term relationship requires a rapport. rapport.

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When Things Go WrongWhen Things Go Wrong

It is in human nature to make mistakes, in It is in human nature to make mistakes, in case case

something goes wrong:something goes wrong:► Don’t faint, scream or lose controlDon’t faint, scream or lose control► Try to maintain the proper perspective Try to maintain the proper perspective

and a sense of humourand a sense of humour► Also not bad to apologise if something Also not bad to apologise if something

comes out of the mouth that is comes out of the mouth that is embarrassingembarrassing

Be careful about the meaning of gestures inBe careful about the meaning of gestures in

different culturesdifferent cultures

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Identifying The Prospect’s Identifying The Prospect’s NeedsNeeds

► The moment attention is caught, the The moment attention is caught, the needs could be identified.needs could be identified.

► With buyer’s permission, the salesperson With buyer’s permission, the salesperson can also ask about the needs. Need can also ask about the needs. Need discovery is very importantdiscovery is very important

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Finding The Need Behind The Finding The Need Behind The NeedNeed

Need behind the needNeed behind the needOur competition is going on Our competition is going on us,us,and we need to be more and we need to be more responsiveresponsivethan they arethan they are

Need behind the needNeed behind the needWe need to improve our salesWe need to improve our salesperformanceperformance

NeedNeedWe need to equip our sales forceWe need to equip our sales forcewith laptop computerswith laptop computers

More strategicMore strategic“need behind“need behindthe need”the need”

Initial need expressedInitial need expressed

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Remember To Communicate Remember To Communicate EffectivelyEffectively

► Better to maintain the human aspect in Better to maintain the human aspect in the meetingthe meeting

► Ask for permission before asking Ask for permission before asking questionsquestions

Following are two common ways of askingFollowing are two common ways of asking

questions:questions:

1.1. Asking open and closed questionsAsking open and closed questions

2.2. Spin techniqueSpin technique

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Asking Open And Closed Asking Open And Closed QuestionsQuestions

► Open questions require the prospect to say Open questions require the prospect to say something more than a simple yes or nosomething more than a simple yes or no

► Closed questions could simply be answered Closed questions could simply be answered by a yes or no or a fill-in-the-blank kind of by a yes or no or a fill-in-the-blank kind of replyreply

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Using Questions Results in Sales SuccessAsk Questions to

•Obtain information from prospect. •Develop two-way communication. •Increase prospect participation.

DirectQuestion

Requires a short answer – usually "yes" or "no".

Nondirective

QuestionOpen end questions

•who •what •where •when •how •why.

Rephrasing

Question

Allows the salesperson to better clarify what the prospect means.

Are you saying that ..........?"

RedirectQuestion

Redirect prospect to points of agreement. Often used as a backup opening statement

We agree that having a supplier that can reduce your costs is vital. Don't we?

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Three Rules for Using Three Rules for Using Questions Questions

► Use only those questions to which you can Use only those questions to which you can anticipate the answer (those that won't put anticipate the answer (those that won't put you between a rock and a hard place). you between a rock and a hard place).

1.1. Wait for an answer to your question. Wait for an answer to your question. 2.2. Just listen. Just listen. ► IS THE PROSPECT STILL NOT LISTENING?IS THE PROSPECT STILL NOT LISTENING?1.1. Quickly Hand or Show the Prospect the Quickly Hand or Show the Prospect the

Product. Product. 2.2. Ask A Question. Ask A Question. ► BE FLEXIBLE IN YOUR APPROACHBE FLEXIBLE IN YOUR APPROACH1.1. Be Prepared To Make Changes in Your Be Prepared To Make Changes in Your

Approach and Overall PresentationApproach and Overall Presentation

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Spin TechniqueSpin Technique

a. This method was developed by Huthwaite Inc. and works with major sales

b. In this method the salespersons go through a logical needs identification sequence known as SPINi. Situation questionii. Problem questionsiii. Implication questionsiv. Needs payoff questions

Cont.

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Situation QuestionsSituation Questions

Broad questions to gather general Broad questions to gather general information and current facts. information and current facts. Usually asked early in the sales call.Usually asked early in the sales call.

General data-gathering questionsGeneral data-gathering questions Many situation-type questions can be Many situation-type questions can be

answered through precall information answered through precall information gathering and planninggathering and planning

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Problem QuestionsProblem Questions

These questions are asked to find out These questions are asked to find out about major about major problems/dissatisfactions etc.problems/dissatisfactions etc.

Questions about specific difficulties, Questions about specific difficulties, problems, or dissatisfactionsproblems, or dissatisfactions

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Implication QuestionsImplication Questions

To help the prospect find out the real To help the prospect find out the real ramification of the problem, ramification of the problem, question are asked in a logical question are asked in a logical sequence.sequence.

Help the prospect recognize the true Help the prospect recognize the true ramifications of the problemramifications of the problem

Motivate the prospect to search for a Motivate the prospect to search for a solution to the problemsolution to the problem

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Need Payoff QuestionsNeed Payoff Questions

These questions are asked by the These questions are asked by the salespersons about the usefulness of salespersons about the usefulness of solving the problem. Salespersons solving the problem. Salespersons urge the prospect to resolve the urge the prospect to resolve the problem rather than thinking about problem rather than thinking about the problem onlythe problem only

Questions about the usefulness of Questions about the usefulness of solving a problemsolving a problem

Solution centeredSolution centered

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Conclusions About SpinConclusions About Spin

The problem is that the prospect The problem is that the prospect takes the salesperson as a consultant takes the salesperson as a consultant rather than someone trying to sell a rather than someone trying to sell a product. This is why selling using the product. This is why selling using the Spin technique is fairly difficultSpin technique is fairly difficult

Encourages the prospect to define the Encourages the prospect to define the needneed

Prospect views the salesperson more as Prospect views the salesperson more as a consultant trying to help than as a consultant trying to help than as someone pushing a productsomeone pushing a product

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Reiterating Needs You Reiterating Needs You Identified Before The MeetingIdentified Before The Meeting

Knowing the problem is one while being at Knowing the problem is one while being at the same level of understanding with the the same level of understanding with the prospect is another. It is good to reiterate prospect is another. It is good to reiterate the problem to the prospect to be sure that the problem to the prospect to be sure that the salesperson and the prospect look at the the salesperson and the prospect look at the same problem in the same manner.same problem in the same manner.

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Additional ConsiderationsAdditional Considerations

► Fairly difficult to say how many Fairly difficult to say how many questions to ask to understand the questions to ask to understand the problem/situation. It varies from problem/situation. It varies from problem to problem.problem to problem.

► Sometimes the prospect cannot reply Sometimes the prospect cannot reply due to lack of knowledge.due to lack of knowledge.

► Rare that the prospect does not respond Rare that the prospect does not respond to the question as they wish to get a to the question as they wish to get a solution to the problem.solution to the problem.

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Developing a Strategy For The Developing a Strategy For The PresentationPresentation

► Based on the needs identified, Based on the needs identified, salesperson develop a strategy to salesperson develop a strategy to proceed.proceed.

► Prospects make the decision about the Prospects make the decision about the product/service as well as if the asking product/service as well as if the asking price is ok or not.price is ok or not.

► More important is to emphasise on the More important is to emphasise on the product/service and its features in product/service and its features in relation to the solution to the problem(s) relation to the solution to the problem(s) identified in the presentation.identified in the presentation.

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Offering The Solution To The Offering The Solution To The Buyer’s NeedsBuyer’s Needs

This step is very important as the This step is very important as the salesperson through presentation or salesperson through presentation or whatever means presents a solution to the whatever means presents a solution to the problem as well as here salesperson relates problem as well as here salesperson relates the solution of the problem to the features the solution of the problem to the features of the product/service.of the product/service.

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Relating Features To BenefitsRelating Features To Benefits

► Each product/service has several features Each product/service has several features i.e. i.e. qualities/characteristicqualities/characteristic

► Benefit is the way in which the feature(s) Benefit is the way in which the feature(s) will resolve the problem. will resolve the problem.

Sometimes it is important to sell the Sometimes it is important to sell the features and benefits of the seller’s firm features and benefits of the seller’s firm rather than those of the product.rather than those of the product.

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Assessing ReactionsAssessing Reactions

► Using Nonverbal CuesUsing Nonverbal Cues► Verbal ProbingVerbal Probing► Making AdjustmentsMaking Adjustments

Very important to assess the reactions of the Very important to assess the reactions of the prospect during the presentation. Actually prospect during the presentation. Actually the prospect should agree to be able to the prospect should agree to be able to make a decision to buy a particular make a decision to buy a particular product/service.product/service.

This could be done in several ways and This could be done in several ways and listening listening is one of themis one of them

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Using nonverbal cuesUsing nonverbal cues

observe the five channels of prospect’s observe the five channels of prospect’s nonverbal communication and make nonverbal communication and make adjustments to the presentation.adjustments to the presentation.

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Verbal probingVerbal probing

Take the pulse of the situation i.e. Take the pulse of the situation i.e. trial closetrial close. Ask questions to be sure . Ask questions to be sure that the prospect also thinks that the prospect also thinks positively about the product/ service positively about the product/ service being offered.being offered.

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Making adjustmentsMaking adjustments

The salesperson should be alert during The salesperson should be alert during the presentation and should make the presentation and should make adjustments e.g. if the prospect adjustments e.g. if the prospect doesn’t believe then redirect the doesn’t believe then redirect the efforts towards establishing the efforts towards establishing the credibilitycredibility

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Building Credibility During Building Credibility During The CallThe Call

► The prospect should believe that the The prospect should believe that the salesperson it credible i.e. salesperson it credible i.e. believable believable and and reliablereliable. .

► Offer concrete statements to back up Offer concrete statements to back up verbal statements to be credible.verbal statements to be credible.

► Do not give statements that are not true Do not give statements that are not true and/or what don’t sound true and/or what and/or what don’t sound true and/or what could not be proven as true ones.could not be proven as true ones.

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Selling To GroupsSelling To Groups

► Fairly difficult as one has to deal with Fairly difficult as one has to deal with several persons at a time.several persons at a time.

► Could be frustrating if the group is Could be frustrating if the group is difficult but it could be very rewarding difficult but it could be very rewarding too.too.

► The needs and concerns of each group The needs and concerns of each group member should be collected.member should be collected.

► Salesperson should also be clear about Salesperson should also be clear about the status of each of the prospect’s group the status of each of the prospect’s group member.member.

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After the interviewAfter the interview

► The prospect should remember you in The prospect should remember you in subjective terms. subjective terms.

► Your goal in managing your overall Your goal in managing your overall appearance is to get the prospect to take appearance is to get the prospect to take you seriously. you seriously.

► If you project an attitude and look of If you project an attitude and look of authority and power, you are more likely authority and power, you are more likely to gain an audience with the prospect. to gain an audience with the prospect.

► When you achieve that hearing, you are When you achieve that hearing, you are more likely to close the sale if you project more likely to close the sale if you project confidence, success and experience. confidence, success and experience.

End of Chapter 9End of Chapter 9

Thank youThank you