SALESPERSON DECISIONS

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SALESPERSON DECISIONS

• Dr. Metzner

EMGT451 2/2004
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SALES PROCESS

• PROSPECTING
• APPROACH
• ASSESSING CUSTOMER NEEDS
• SALES PRESENTATION
• ANSWERING QUESTIONS
• CLOSING THE SALE
• COMPLEMENTARY SALES
• FOLLOW-UP

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PROSPECTING

• Referrals
• Cold Canvassing
• Leads

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APPROACH

• Qualification
• Opening Statement

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ASSESSING CUSTOMER NEEDS

• Mutual Need
• Customer Active Paradigm
• Uncover Customer Needs

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SALES PRESENTATION

• Canned Presentation
• Flexible Presentation
• Demonstration

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ANSWERING QUESTIONS

• Questions about Attributes and Capabilities
• Objections to Comparative Attributes Price,
  Size, etc. Too High
• Objection as Surrogate for NO
• Reluctance Based on Fear or Disinterest
• Lack of Questions Indicates Presold or Lack of
  Interest
• Need for Reassurance

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CLOSING THE SALE

• Ask Directly, It Reassures the Customer
• Dont Take NO Personally
• Indirect Closings
• Multiple Closes on Capital Items

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COMPLEMENTARY SALES

• Profitable
• Tie-ins Difficult to Sell Separately

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FOLLOW-UP

• Customer Satisfaction
• Cognitive Dissonance
• Follow-on Repurchasing
• Referrals

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IMPORTANCE

• 1. FOLLOW-UP
• 2. PROSPECTING
• 3. CLOSING

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