Sales Call strategy Report

AEB 3341 Selling Strategically

Handling Objections:

Put off—Customer wants to know something at the beginning of your sales discussion.

The salesperson ‘puts it off’ (e.g, price) until later in the sales demonstration.

DON’T ASSIGN AS A STRATEGY IN SALES DEMOS!!!! Pass off /Blow off—never do!!!—ignore what they say; pretend don’t hear what customer says. Customer says something—and you don’t do anything

Alternative product—Customer not happy with first choice—offer another product

FFF—say feel, felt, found—show empathy

Compare or Contrast—outweigh positives versus negatives Answer w/A Question—well, let me ask you this, how do you….. Agree & Neutralize—I understandXXXX, however, or but,….

Boomerang—turn negative into positive “yes this happens” or “yes, that is true, but it’s safer ….. “(EX: Objection: This garage door goes down too slowly. HO: Yes, it is true this garage door goes down more slowly than some others on the market (or some others you have looked at), however, that speed will ensure your safety with to door not coming down so fast it might hit you.)

Direct Denial—your facts are absolutely not true…

Case History—use story to prove a point--

Demonstration—Use the product to show the customer how it works/how well it performs, etc. Customer: “I don’t think this knife will cut well”….Sales person: “Let me show you how it works” OR Selling a shatterproof windshield---Let person hit it and

‘prove’ it doesn’t break

Trial Use—let customer actually TRY the product--

CLOSINGS

Direct—‘ok ready to make a deal?’-type approach: “Are you ready to sign up today?”;

Choice—choice of the one product versus another; or choice of some option:

“Delivered Tues or Wed?”

Assumption—We’ll deliver this on Wed. if you you’ll just sign right here….

Additional Selling Point—Customer is not ready to close; salesperson brings in another point to convince them to buy—must go through feature, benefit, proof, conviction steps again with new selling point

Stimulus Response—Ask series of questions, like “You want your family to be safe, right?” Etc. The customer has to say 2-3 yesses in this response:

It's actually easiest to use the Stimulus Response close in combination with another close.

A Stimulus Response closing is when you ask the customer 2-3 questions as you are 'going to contract' that will 'lead them down the path' to agree to buy your product. These questions are all focused around things that are meaningful or critical to them; they usually have an 'emotional' tie to the customer; and are questions they will definitely say 'yes' to. For example:

If you were selling home security systems.....you might say: You want your family to be safe, right? (Customer: Yes)

You want them to feel secure regardless of the time of day or night, right? (Customer: Of course,...yes)

You want them to know they have an immediate resource, should they need it, in an emergency situation, right? (Customer: Absolutely)

Then, this XXXX ADT security system is the right choice for you.....would you like us to install it on Tues of next week at 9am? (assumptive close) .....or Are you ready to sign this paperwork so I can schedule your installation early next week (direct close)....or any other close you wish to use at this point would work.

SRO or Standing Room Only—something is in high demand—place your order today

to get it ….place an order now

Special Deal—waive items or stipulations to get the sale; (e.g., offer price discounts, quantity cash discounts, trade-ins, seasonal promotions, etc.)

Puppy Dog—closing ‘trial use’ after using it; if you like it keep it…if not, we’ll talk about

another product (http://www.entrepreneur.com/article/205640)

No Risk Close – similar to ‘Special Deal Close’ BUT the sales person is not discounting your offering, rather, the sales person is offering some other incentives—some type of guarantee or warranty to reduce customer’s risk, for example.

Turnover—Customer is still unsure in the end, especially around financials, so the sales person ‘turns the customer over to’ another party to resolve the issue. For example, in the sales demo, the sales person ‘pretends’ that the customer talks to the financial person (third party) in the company…and then the customer comes back to the sales person and says they understand whatever it was that was of concern to them before meeting with the other party…..They understand they actually can afford the product, for example….

Objection—Customer raises an objection at the last minute—Sales person has to handle and then ask the customer “If I can resolve this issue for you, do we have a deal?”...Sales person then handles the objection in your closing.

Forgot Something—Sales person is wrapping up/summarizing or is leaving—sale is closing or has been completed. Sales person says “I actually forgot to tell you something….” And then explains an additional feature or benefit of the product. This is done before finalizing the sale OR after successful close.