What is Selling?

1
What is Selling?
2
What is Selling?

• Helping Customers make satisfying buying
  decisions - The kind they will be happy with
  after the sale.

3
Why is customer satisfaction so important?

• Companies want repeat business.
• Companies will get repeat business if they are
  happy enough with their purchases to return.

4
Goals of Selling

• To help customers decide on purchases.
• To ensure customer satisfaction so the firm can
  count on repeat business.

5
Methods of Selling

• Personal Selling any form of selling that
  happens one on one between a sales person and a
  customer.
• Personal selling is the method we are most
  familiar with
• Business to Business Selling may take place in
  a manufactures or wholesale showroom ( inside
  sales) or a customers place of business (outside
  sales)
• Telemarketing Selling over the telephone

6
Cold Calling

• Trying to see a customer with out making an
  appointment before showing up.

7
Feature - Benefit Selling

• The concept that a salesperson needs to match the
  features of each product to a customers needs
  and wants.

8
Features Vs. Benefits

• Features
• A physical characteristic or quality of a good or
  service what is its intended use?

• Benefits
• Advantages or personal satisfaction a customer
  will get from a good or service features that
  have been made into customer benefits are selling
  points.

9
Product Information

• Knowing about the price, composition, care, and
  manufacturing process allows a salesperson to
  explain why one product is better than another.

10
Where can you find information about a product?

• Direct experience - Use the product!
• Printed Material - User manual, manufacturer
  warranties, catalogs, labels, boxes, promotional
  material.

11
Where can you find information about a product?

• Other people - Friends, relatives, and customers
  who have experience with the product.
• Formal Training - Attending classes and observing
  experienced sales representatives before going
  out on their own.

12
Customer Buying Decisions

• Salespeople must study what motivates customers
  to buy and what decisions customers make before
  finally purchasing a product.

13
Customer Buying Decisions

• Rationale Motives
• product dependability
• time or monetary savings
• convenience
• comfort
• recreational value

• Emotional Motives
• social approval
• recognition
• power
• love
• affection
• prestige

14
Customer Buying Decisions

• Extensive Decision Making
• Used when little or no previous experience with
  the item because it is infrequently purchased.

15
Customer Buying Decisions

• Limited Decision Making
• Used when a person buys goods and services he or
  she has purchased before but not on a regular
  basis.

16
Customer Buying Decisions

• Routine Decision Making
• Used when a person needs little information about
  a product because of a high degree of prior
  experience or low perceived risk.

17
How can selling skills be helpful to you?

• As a consumer?
• You as a product?
• In a position other than sales in business?

18
Types of Sales Positions

• Retail sales personnel - Sales clerks and sales
  associates.
• Professional sales - Require extensive training
  and product knowledge.
• Telemarketers - Sell products over the telephone.

19
Characteristics of Effective Salespeople

• Good Communication Skills
• Good Interpersonal Skills
• Solid Technical Skills
• Positive Attitude and Self-Confidence

20
Characteristics of Effective Salespeople

• Goal Oriented
• Empathy
• Honesty
• Enthusiasm

21
Questions

• Give an example of a business that uses personal
  selling.
• Give an example of a business that uses business
  to business selling.
• What is the difference features and benefits of a
  product? Give an example of each.

22
Questions Page 2

• Give an example of a product that you would
  purchase using a Rational Motive.
• Give an example of a product that you would
  purchase using an emotional motive.
• What is an example of a product that the average
  person would have limited decision making?

23
Questions Page 3

• What is an example of a product that the average
  person would have extensive decision making?
• What is an example of a product that the average
  person would have Routine Decision Making?
• What characteristics do you have that would make
  you a good salesperson?