Smart Selling

and Effective
Customer
Service
 Learning Objectives
• Explain the importance of selling based on benefits.
• Demonstrate principles of selling to prepare effective
sales calls.
• Plan successful sales calls.
• Analyze and improve sales calls.
• Recognize and arrange excellent customers service.
• Define customers relationship management and
interpret its value.
Selling Skills Are Essential
to Business Success
 Salespeople often become successful
entrepreneurs because they learn to listen to
what the customer needs and wants on a daily
and personal basis.
The Essence of Selling Is
Teaching
 They think telling the customer about the
features of a product will sell it.
The Principles of Selling
 Every Entrepreneur has to be able to identify the
benefits his or her product can provide and to
make an effective sales call.
Make a Good Personal
Impression
 If you are selling an oil to gas station owners, do
not wear Php 80,000 suit, but dress professionally.
Know Your Product or
Service
 Do not try to share everything to know, however,
as that is likely to be too much information.
Believe in Your Product
or Service
 Good salespeople believe in what they are selling
and feel good about selling it.
Know Your Field
 Learn about your customers. Buy their product or
try their service and compare them with yours.
Know Your Customers
 Use resources such as the internet to get publicly
available background information, and access any
other resources you can.
Prepare Your Sales
Presentation
 Know ahead of time how you want to present your
product or service.
 Identify the key points you believe are important
to this particular customer.
Think Positively
 Many people do not realize how mentally strong
you have to be to conduct sales calls.
Keep Good Records
 Have your record-keeping system, including
invoices and receipts, set up before you go on
your first sales calls.
Make No Truly “Cold Calls”
 Unless you are going to Door-to-Door or retail
sales, your prospect meeting should be “warm”
calls
Make an Appointment
 People will be more likely to listen when they
have set aside time to speak with you.
Treat Everyone You Sell to
Like Gold
 Joe Girard is a car salesman who as been dubbed
“The World’s Greatest Salesman” 12 times by The
Guinness Book of Records.
The Sales Calls
 During the sales calls, you will want to do the
following.
 Make the customer aware of your product or
service
 Make the customer want to buy that product or
service, and
 Make the customer want to buy it from you.
Electronic Mails, Blogs,
and Social Networks
 In today’s technology-savvy environment, there
are multiple methods for communicating with
sales prospect.
Prequalify Your Sales Calls
 Before calling to make an appointment for any
sales call, identify and list your prospects, the
people and/or organization that may be receptive
to your sales pitch.
Focus on the Customer
 During each call, focus on one thought: what does
this customer need? Visualize your product or
service fulfilling that need.
The Eight-Step Sales Call
 Whereas each sales call will be as different as the
people involved in it, following these eight steps
should make your calls more successful.
1. Preparation.
2. Greeting.
3. Showing the product or service.
4. Listening to the customer.
5. Dealing with objective.
6. Closing the sale.
7. Follow-up.
8. Asking for referrals.
Three Call Behaviors of
Successful Salespeople
 Research Neil Rackham discovered that successful
salespeople exhibits certain “sales-call behavior”.
 He concluded that these three steps lead to more
sales:
1. Let the customer talk more than you do.
2. Ask the right questions.
3. Wait to offer product and solution until later
in the call.
Analyze Your Sales Calls To
Become a Star Salesperson
 Every sales call is an opportunity to improve your
selling skills-even if you did not make a sale. The
star salesperson analyze each call asking
Turning Objections into
advantages
 Getting the customer to open up may lead your
being told things you may not to hear about your
product or service.
1. Price
2. Performance
3. Follow-up service
4. Competition
5. Support
6. Warranties and assurance
Use Technology to Sell
 Where appropriate and applicable, use the latest
advances in technology to sell your product, help
your customers understand and use it, and stay in
touch with them.
Successful Business Need
Customers Who Return
 Making a sale to a customers is actually only the
first step in your relationship with this individual.
Customer Service Is
Keeping Customers Happy
 Customers service is everything you do to keep
your customers happy, especially after they’ve
bought something.
The Costs of Losing a
Customers
 Have you heard the expression “the customers is
always right”? There will be times when a
customer may get angry at you, complain, or
make demands that you believe are unreasonable.
Customer Complaints Are
Valuable
 You may not enjoy hearing a customer complain
about your product or service, but a complaint is
full of valuable information that probably no one
else will tell you, and you do not have to pay for
it!
Customer Relationship
Management Systems
 Through a well-designed and executed CRM
system, you are reinforcing and building
marketing effectiveness.
Why Does CRM Matter?
 Customer relationship management can be the
component of your business that make it
sustainable entity.