N5 Sales Management • The outstanding feature
If the salesperson is aware of the outstanding feature that the prospect values (buying motives), he should highlight it throughout the presentation and try to close the sale on this outstanding feature/advantage. For example, a prospect who wants to buy a new car that is spacious enough for all four his children, their school bags and backpacks.
• Closing on an objection Sometimes is happens that a prospect really wants the product and agrees that it will satisfy his needs but has one objection preventing him from buying the product. In such a case, the salesperson can turn the objection into a reason to buy. For example, a prospect is worried about the price of a product. The salesperson can close the sale by answering: “Included in the price is a five-year guarantee that our competitors do not offer.”
3. Activities after a successful close
After the salesperson has successfully concluded the sales presentation, completed all administrative tasks, thanked the customer for his purchase and assured him he has made the right decision, he must not take up any more of the customer’s time. Briefly explain the delivery and installation procedures, and arrange a follow-up visit/call after delivery to make sure the customer is satisfied with the product.
All information and forms regarding the customer must be captured on the business’s system, for reference when the salesperson visits the customer again.
The salesperson must now check the order/contract and credit applications for mistakes and pass on to the department responsible for delivery and installation. The salesperson must also send an e-mail to the customer confirming the order/purchase and all other details.
Then follow-up visits and good after-sales service follow. These aspects contribute greatly to satisfied customers, creating further opportunities for referrals, recommendations, new prospects and more sales.
4. Activities after an unsuccessful close
The salesperson must handle failure in such a way that, when the salesperson leaves the prospect, he is assured of a warm welcome at a later date and is able to close the deal then.
The following steps (tips) are recommended for the salesperson after an unsuccessful close: • Create goodwill. • Review the sales presentation. • Record everything that happened. • Ask the prospect why he declined your proposition and listen carefully. • List all the mistakes made. • Maintain contact with the prospect (by means of telephone, SMS or e-mail). • Do not give up.
INTERESTING READING: Eight things you should never say to a customer:
http://www.cbsnews.com/news/8-things-you-should-never-say-to-customers/
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