1. Prospecting and qualifying
1B. pre-approach (used by some texts)
2. Approach
3. Presentation
4. Demonstration
5. Handling Objections
6. Closing
7. Follow-up
Prospecting and Qualifying
Prospecting
Identifying potential customers.
It could be their appearance, or something they say that
causes the sales person to “move in” and begin
conversation
Potential Customers can also be obtained from
• cards left at a booth at trade show
• Inquiries to a website or calls to a 1-800 number
• List of existing customers of related products
Prospecting and Qualifying
Qualifying
Determining that the prospect is really a
potential customer.
Prospecting and Qualifying
Qualifying
…a potential customer.
Definition of a customer is
1. Interest to buy
2. Money to buy
– they show some indication of being able to afford the thing
3. Authority to buy
Approach
The initial contact between the salesperson and
the prospective customer.
Usually involves the salesperson asking some polite questions
“I see you are looking at the iPhone 6 model, did you know it is
on sale here cheaper than any other place in Toronto”
Presentation
The act of giving the sales message to a
prospective customer.
“This is the new… that fits into the Nikon…”
You can then explain the FABs
•Features – example: has Bluetooth for …
•Advantages – you can …
•Benefits – which will save you time doing…
Closing
Closing
The act of asking the prospect for an order.
Basically, using words or gestures to confirm they will
buy the item
•Soft Close
•Hard Close
Closing
• Soft Close
• “can I have one taken out to your car”
• “we have it in the colour you were asking about”
• Explaining payment options
(as a presumption that they will pay)
• “so, we seem to have answered all your needs with this model”
• Hard Close
• “will that be cash or debit”
• “will that be all”
• “that’ll be $4” (hot dog vendor)
Follow-up
Follow-up
The post sales activities that often determine whether a
person will become a repeat customer.
•Because follow-up contributes to Market Development (compared to
Market Penetration)
•The best way to grow your business in a Competitive Environment is to
build on the success with your existing customers
•Following up also can contribute to customers talking about your
product with their family and friends
• Following up also includes making sure they know how to use
the product
• They have all the right parts, or they can use the app properly