Personal & Professional Sales

2. Personal & Professional Sales

3. Personal & Professional Sales (Spelunking Activity)

4. Personal & Professional Sales “How Can You Sell Anything . . . ?” Activity

5. Personal & Professional Sales Personality Traits of Effective Sales People?

6. Personality Traits of Effective Sales People • Confident • Positive • Honest • Creative • Smart • Communicates Well • Professional Appearance

7. What You Need to Know 1. Product Composition & Manufacturing • Ingredients • How is it made? • History • Care & Maintenance • Comparisons to Competition

8. What You Need to Know 2. How do you use the Product? • What is it used for? • How do you work it? • What are its benefits?

9. What You Need to Know 3. Who will Benefit From Using the Product? • What Needs Will it Satisfy? • Describe the Target Market

10. What You Need to Know 4. How much Does it Cost? • Cost vs. Retail • Competition’s Price • Cost to Maintain

11. What You Need to Know 5. Who Manufactures the Product? • Company History • Policies • Ex: Return Policies • Services • ex.: Delivery • Warranties & Guaranties • Difference?

12. What You Need to Know 6. How Does Your Product Differ From the Competition’s? • Focus on Key Selling Points 7. Availability • Where do we buy it? • Where do we go to Repair the Product?

13. What You Need to Know 8. How is it Promoted? • Sample Advertisements • Tag Lines & Promises 9. Related Items • Where do we buy it? • Where do we go to Repair the Product?

14. Benefits of Product Knowledge • Recognition • Respect of Others • Job Advancement • Less Stress • Satisfied Customers • Job Security • Meet Legal Req.

15. Sources of Product Knowledge 1. Literature • Tags, Seals, Labels • Brochures/Leaflets • Government Stamps • Box Covers/Wrapping • Advertising Samples • Internet

16. Sources of Product Knowledge 2. People • Managers • Buyers • Sales Personnel • Customers • Vendors • Repair People

17. Sources of Product Knowledge 3. Formal Training • Retailer Supplied • Vendor Supplied 4. Direct Experience • Try it Yourself

18. Types of Goods 1. Convenience Goods • Sold by Mass Media • Little Thought Given • Inexpensive • Candy • Toothpaste • Etc. • Good Location • Don’t Boor w/ Details

19. Types of Goods 2. Shopping goods • Customers Will Compare Before Buying • More than one source of the product • Needs Advertising Support • Keep Price Competitive

20. Types of Goods 2. Shopping goods (Cont.) • Extensive Product Knowledge Needed • Demonstration of Product Features & Benefits Needed • Understand Customer Psychology • Must Communicate Well

21. Types of Goods 3. Specialty Products • Customer Service is Key • Price is not the Most Important Criteria • Know Your Customer • Items are Pre-sold

22. Features & Benefits Features: • Facts About the Product • Construction • Materials • Workmanship • Uses • Price • Safety Features • Etc.

23. Features & Benefits Benefits: • Benefits of Using the Product • A Personal Satisfaction That a Customer Wants From the Product (Buying Motives). • Why do We Want the Product?

24. Personal & Professional Sales The Sales Process

25. 1. The Approach A. Characteristics of an Effective Approach • Respectful & Courteous • Sincere • Enthusiastic • Timed Properly

26. 1. The Approach B. Types of Approaches • Greeting • Service (Boo Hiss!!!) • Merchandise • Combination

27. 2. Determining a Customers Wants & Needs A. Goal • To determine the customer’s problems or concerns for which you might sell a satisfying product or service

28. 2. Determining a Customers Wants & Needs B. Open Ended Questions • Encourages the Customer to Talk About Their Needs & Wants; you listen • What did you like about your last . . . ? • How do you plan to use this product?

29. 2. Determining a Customers Wants & Needs C. Closed Questions • Used by the salesperson to confirm their understanding of the customer’s wants & needs • So the red is your favorite? • It fits well then?

30. 3. Product Demonstration A. Goals • To create customer interest & desire for your product • To prove what you are saying about your product • To involve the customer in the sales process

31. 3. Product Demonstration B. Eleven Rules of Product Demos • Handle Product With Respect • Creatively Display Each Product Feature & Benefit • Continue to Ask Questions of the Customers

32. 3. Product Demonstration B. Eleven Rules of Product Demos (Cont.) • Use Dramatic Action • Show the Product in Use • Use Descriptive, Accurate, & Interesting Vocab.

33. 3. Product Demonstration B. Eleven Rules of Product Demos (Cont.) • Show Enthusiasm for the Product • Anticipate Interruptions (Have a Planned Presentation) • Use Selling Aids in Presentation

34. 3. Product Demonstration B. Eleven Rules of Product Demos (Cont.) • Practice, Practice, & Practice • Involve the Customer in the Presentation

35. 4. Overcoming Objections A. Objection Defined • A reason not to buy B. Types of Objections • The Cost • The Product • The Company • The Time to Buy

36. 4. Overcoming Objections C. Key to Success in Overcoming Objections • Anticipate the Objection and Having a Planned Response

37. 4. Overcoming Objections D. Methods of Over-coming Objections • “Yes, but . . . “ • The Boomerang • Deny the Objection • The Question Method • Show ‘em Method • Testimonial • “Try It” Method

38. 4. Overcoming Objections E. Other Guidelines • Listen Actively & Closely • Pause • Empathize • Don’t Argue • Be Honest • Deliver

39. 5. The Close A. The Close Defined • Encouraging the customer to make a buying action B. Buying Signals • Indications that the customer is ready to buy

40. 5. The Close C. Methods of Closing • Ask for the Sale • Assume the Sale is Made • Build a Series of “Yes” Questions • Summarize Selling Points

41. 5. The Close C. Methods of Closing • “What if . . .” Method • Land Chance to Buy Method • Standing Room Only • Narrow the Choice

42. 6. Suggestion Selling A. Defined • Recommending products to satisfy new customer problems because they bought your product or service