sls3 process aug 2011
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8/3/2019 SLS3 Process Aug 2011
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Sales Management
Selling Process
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Sales Management
Sales persons knowledge universe
Prod
Knowledge
Features
Benefits
Price
CompetitorKnowledge
Industry structure
Market Share
Market behavior
Other policies
Company
Knowledge
History
Finance
ManagementSize
Policies
SPsKnowldg
Universe
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Sales Management
Selling process• Sales Person locates & identifies the prospects
• Makes sales presentation
•
Closes a call• Follow up with existing customers
• Measures success & customer satisfaction levels
90% of customer handling strategy
10% of sales presentation
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Sales Management
Selling process
Objection
handlingClosing the
sale
Follow up
Action for
Repeat sale
Sales
presentation
Approach
to the
customer
Pre approach
Before
Interview
ProspectingPre sale
preparation
Pre sale preparation: Adequate knowledge about product, market,
competitors’ product, prices, customer segment & selling technique
to be applied
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Sales Management
ICICI bank model
Prospecting
Customer contact
Demonstration
Handling objection
Closing sale
Exit/follow up
Presentation
Account Opening
Through branch referrals & Field Officers activity
Calling by Field Officer for appointment
Product presentation by Field Officer
Sales Executives Domos
Sales presentation
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Customer Relationship Management
Formation and nurturing of long term relationship
through paying individual attention
Objective:
•
Turning prospects into advocates• Prevent defections
• Having large proportion of loyal advocates
•
Long term business gains
Customer if satisfied with the service will continue
to patronize the same service provider
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Customer Relationship Management
The Loyalty ladder
Advocate
Supporter
Client
Customer
Prospect
Customer retention
Customer acquisition
Emphasis on
New customer
Emphasis on developing
&enhancing relationships
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Customer Relationship Module
Phase 1
Phase 2
Phase 3Company Loyal
KOLs
Product Loyal
Prospects,New,
Potent, initiators
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Sales Management
Class Assignment : Eureka Forbes
How will you go about with the selling of the
following products
Industrial products: Solar heater panels
Robot with a sensor
FMCG product: Green tea dispersible tablets
Pharma product: Medicated diapers
Service product: ICICI pinnacle fund
Automobile product: TATA Nano