Sales and Service

1. Sales and Service 10192007

2. Objections should be addressed • Recognize objections as they arise. • Validate the objection. • Answer the objection. • Trial close or confirmation question.

3. So now what • A sales manager is doomed to disappointment if he or she depends on the customer to take the initiative and sign the order. • Buyer • fear of failure • busy or preoccupied • Salesperson • fear of rejection

4. Types of Personal Sales Calls · Cold calls or prospect calls ·  Public relations calls or service calls ·  Presentation calls or appointment calls ·  Inside sales calls Each one will have its unique objections

5. Gaining commitment • Focus on the prospect’s dominant buying motive—prospect’s hot button. • Negotiate the toughest points—if your product/service has a weak point, make sure that it surfaces BEFORE attempting to gain commitment. • Avoid surprises at the gaining commitment step—salespeople should ensure that potentially surprising information is not revealed to the prospect at the last step. • Display self-confidence at the gaining commitment step.   • Ask the prospect to purchase more than once—statistics have shown (a) 50% of all salespeople asked for the purchase once, (b) 20% asked twice, and (c) the most productive salespeople asked three times or more.   • Recognize clues that invite moving to gaining commitment—these clues are often referred to as buying signals.

7. When do you give up… • Does a salesperson obnoxiously ask a prospect five times in a row to purchase? No. • After a first no, the salesperson questions further and engages the prospect in more discussion and asks for the purchase at an appropriate moment. In many cases, the salesperson finds a reason to break off the negotiation session and return at a later time when the situation has cooled and/or the salesperson has more information. • So, do not give up after one No!

8. Clues These clues are of two types: • Verbal clues come in several forms: • “How soon can we get delivery?” • “I have always wanted to hold a meeting in a Five-Star property like this.” • “We will need to have all our audiovisual equipment shipped in two weeks before our meeting dates. Is that a problem?” • Nonverbal clues

9. Non-verbal clues • Re-examining the product or banquet event order (BEO) • Picking up a pencil and starting to figure • Leaving the room to talk to someone else about the presentation • Subtle indications of interest, such as nodding one’s head up and down, rubbing and holding one’s chin, leaning forward in one’s chair with a friendly facial expression

10. Types of Sales Closes and Closing Techniques Types of Sales Closes · Test close—a question or statement that tries to draw a favorable reaction from the client · Major close—a question or statement that asks for the sale Closing Techniques · Direct close (ask for business directly) · Summing-up close (summarizes the benefits) (continued)

11. Types of Sales Closes and Closing Techniques · BIQ close (based on…I’d like to suggested…question) · Assumptive close (assumes it’s a sure thing) · Alternative choices (suggest 2 or more choices) · Contingency close (closing on an objection=concession) · Trial order (trail of facilities) · Special offer (provides added inducement)