FUNDAMENTALS OF SELLING Customers For Life Through Service 13 th Edition Charles M. Futrell

1. FUNDAMENTALS OF SELLING Customers For Life Through Service 13th Edition Charles M. Futrell

2. 8 Planning the Sales Call Is a Must! Chapter Chapter 8

3. 8 Chapter 8-3

4. The Golden Rule: Planning Guided by The Golden Rule: Plan how to help people solve problems and fulfill needs Plan every aspect of the sales call so you will be organized and prepared Plan to present a specific solution to each prospect’s unique set of problems and needs You will see that ethical service builds true relationships T T T Service Ethical T T T T T T T T Builds T r u e Relationships T C I

5. Begin Your Plan with Purpose Purpose The constant truth that guides your business life Directs how you approach each sales call Your purpose for any sales call should be to make a contribution to the welfare of the person. Plan to Achieve your Purpose Plan each day, and carry out your plan adjusting to circumstances as you go. At the end of each day evaluate your day to ensure a successful tomorrow.

6. What’s a Plan? A plan is a method of achieving an end. The foundation of your plan must be based upon the truth.

7. Exhibit 8.1: Only Through Truth Can Trust Be Supported to Bridge the Gap between People

8. Exhibit 8.2: The Preapproach Involves Planning the Sales Presentation 1. Prospecting/Customer 2. Preapproach/Planning 3. Approach 4. Presentation 5. Trial close 6. Determine objection 7. Meet objection 8. Trial close 9. Close 10. Follow-up & Service

9. Strategic Customer Sales Planning–The Preapproach Strategic problem solving involves Strategic needs Creative solutions Mutually beneficial agreements

10. Exhibit 8.3: Consultative Selling–Customer Relationship Model

11. Strategic Customer Sales Planning–The Preapproach, cont… Reasons for planning the sales call Builds confidence Develops atmosphere of goodwill Reflects professionalism Generally increases sales

12. Exhibit 8.5: Steps in the Preapproach: Planning the Sale Develop sales presentation Develop/Review customer profile Develop customer benefits Determine sales call objective(s)

13. Strategic Customer Sales Planning–the Preapproach, cont… Always Have a Sales Call Objective The precall objective – have one or more! Focus and flexibility Customer focus your efforts on the objective when you are with the customer Be prepared to switch to another objective if needed Make the goal specific Move customer conversation toward the objective Set a SMART call objective

14. Strategic Customer Sales Planning - The Preapproach, cont… Always have a sales call objective • S • M • A • R • T • Set a SMART call objective pecific easurable chievable ealistic imed

15. Strategic Customer Sales Planning–Customer Profile Provides Insight Review information to create customized presentation See what customer has done in the past to determine future needs If do not have customer profiles – get one for each customer

16. Exhibit 8.6: Information Used in a Profile and for Planning

17. Customer Benefit Plan: What It’s All About! Steps in creating the customer benefit plan: Step 1: Select FABs for product discussion Step 2: Select FABs for marketing plan discussion Step 3: Select FABs for business proposition discussion Step 4: Develop suggested purchase order based on first three steps

18. Exhibit 8.7: Examples of Topics Contained in the Marketing Plan Segment of Your Sales Presentation

19. Exhibit 8.8: Examples of Topics Contained in the Business Proposition Segment of Your Sales Presentation

20. Customer Benefit Plan: Develop Sales Presentation Write out all FABs for steps 1 - 3 Write out suggested purchase order Now you are ALMOST ready to create your sales presentation

21. Exhibit 8.9: Major Phases in Your Presentation: A Sequence of Events to Complete in Developing a Sales Presentation

22. What is Left in Creating Your Sales Presentation? • As shown in Exhibit 8-8 you need to create your: • Approach – covered in Chapter 10 • Close – covered in Chapter 13

23. Before You Can Pick Your Approach You Must: • Select which presentation method to use – covered in Chapter 9 • Prepare for anticipated objections from your prospect/customer – covered in Chapter 12

24. In Planning a Sales Presentation, You Should Consider: ? • The prospect’s mental steps • What would the prospect be thinking as you give your presentation? ? ? ? ?

25. Exhibit 8.10: The Prospect’s Five Mental Steps in Buying

26. How Do You Obtain Someone’s Attention When You Begin Your Presentation? • Show you are there to help! • The proper approach is important! (Chapter 10) • Your goal is to determine a need or problem

27. How Do You Keep Someone’s Interest in What You are Presenting? • Show you are there to help! • Quickly present major FABs that: • Fulfill a need • Solve a problem • Show and tell as discussed in Chapter 11

28. How Do You Build Desire for Your Product? • Show you are there to help! • Using your trial closes, determine if prospect is interested in benefits • Watch for nonverbal signals! • Green • Yellow • Red

29. How Do You Establish The Conviction Your Product Will Solve Needs or Problems? • Show you are there to help! • Let the customer see how your product’s FABs will solve her needs or problems • Your trial closes will reveal whether the customer ready to buy

30. How Do You Know if Customer Ready to Purchase So You Can Close? • Show you are there to help! • Trial close response(s) give nonverbal signals that indicate positive beliefs that the product will fulfill needs or solve problems

31. Overview of the Selling Process Getting the prospect’s attention and interest by having the prospect recognize a need or problem, and stating a wish to fulfill the need or solve the problem Uncovering and answering the prospect’s questions and revealing and meeting or overcoming objections results in more intense desire Desire is transformed into the conviction that your product can fulfill the prospect’s needs or solve problems