SPANCO - Suspect, Prospect, Approach, Negotiations, Closure and Order. 1.

Suspect: Here the job of the sales man is to investigate about the particular account or customer. Here they need to check the Contact persons, Authority, Money capability of the company; Real need is there or not etc. Hence sales man should be in a sense of probing that it is a yes account or no. Here they need to suspect the account well. 2. Prospect: Here the role of the sales man is to handle the account as yes to move forward or to drop. They really have to look whether the need is there or not. After checking that they need to prospect the account to handle by building good relationship with other employees of the company too. Hence here the prospecting of account takes place. 3. Approach: Here the sales people need to look at the account to handle in a positive manner. They need to be in touch with the customers to find out the competitors in the account. They need to look at the things in a proper manner to handle the pricing. Here they need to build relationship with Purchase, Marketing, H.R, and Finance/Accounts team. Checking out or submitting your quote. 4. Negotiations: Here the pricing takes place, where the sales people need to be careful. Here it all depends how you check your target, profit margin and customer. Hence the negotiation happens on mutual understanding of both the parties. 5. Closure: After negotiation it comes the point of closing the deal. Here the sales man needs to agree with the terms and conditions including price. After in agree with the party the deal is said to be closed. 6. Order: Here the Purchase order comes into picture. Sales people need to pick the order from the party by agreeing on the terms and conditions (Payment, Delivery). After picking the order they need to be on their ethics to meet customer's expectations. Hence SPANCO helps the sales people to handle the situation in a smoother and proper manner. It helps the front end of the company to meet the profit and target. Hence the people need to handle the situation with this tool. Hence sales is like SPANCO.

Steps in personal Selling process

Personal Selling consists of the following steps.

1. Pre-sale preparation: The first step in personal selling is the selection, training and motivation of salespersons. The salespersons must be fully familiar with the product, the firm, the market and the selling techniques. They should be well-informed about the competitor's products and the degree of competition. They should also be acquainted with the motives and behavior of prospective buyers.

2. Prospecting : It refers to locating or searching out prospective buyers who have the need for the product and the ability to buy it. Potential customers may be spotted through observation, enquiry and analysis of records of existing customers. Social contacts, business associations and dealers can be helpful in the identification of potential buyers.

3. Approaching : Before calling on the prospects, the salesperson should fully learn their number, needs, habits, spending capacity, motives, etc. Such knowledge helps in selecting the right sales appeal. After such learning, the salesperson should approach the customer in a polite and dignified way. He should introduce himself and his product to the customer. He should greet the customer with a smile and make him feel at home. He should introduce himself and his product to the customer. In case he is busy with some other customer, he should assure the new customer that he would be attended very soon. The salesperson has to be very careful in his approach as the first impression is the last impression.

4. Presentation : For this purpose, the salesperson has to present the product and describe its features in brief. The presentation should be matched with the attitude of the prospect so that the salesman can continuously hold his attention and create interest in the product.

5. Demonstration: In order to maintain customer's interest and to arouse his desire, the sales-person must display and demonstrate the product. He has to explain the utility and

distinctive qualities of the product so that the prospect realizes the need for the product to satisfy his wants. He should not be in a hurry to impress the customer and should avoid controversy. He may suggest uses of the product and may create an impulsive urge to possess the article by appealing to human instincts.

6. Handling objections: A sale cannot be achieved simply by creating interest and desire. Every customer wants to make the best bargain for the money he is spending. Presentation and demonstration of the product are likely to create doubts and questions in his mind. The salesman should clear all doubts and objections without entering into a controversy and without losing his temper. Testimonials, money-back guarantee, tact and patience are popular means of winning over s hesitant buyers. The salesman should convince the customer that he is making the best use of his money by purchasing the product. For this purpose, the salesman should prove the superiority of his product over the competitive products. He should not lose patience if the customer puts too many queries and takes time in arriving at any decision. If the customer does not buy even after meeting rejections, the salesman should let him go without showing temper. He must believe in the universal rule that the customer is always right.

7. Closing the sale: This is the climax or critical point in the personal selling process. Completing the sale seems to be an easy task but inappropriate handling of the customer can result in loss of sale. The salesman should not force the deal but let the customer feel that he has made the final decision. He should guide the customer in making the choice without imposing his own view. Some adjustment in price or other concession may sometimes be necessary for a successful closing. The salesman should show the same interest in the customer which he exhibited during approach stage. Sales should be closed in a cordial manner so that the customer feels inclined to visit the shop again. In closing the sale, the article should be packed properly and handed over to the customer with speed and accuracy. Once the customer has purchased the article, the salesman should show and suggest an allied product. For instance, he may suggest socks, ties, handkerchiefs, vests, etc., to a customer purchasing a shirt. This is known as additional sales and requires great skill and tact.

8. Post-sale follow-up : It refers to the activities undertaken to ensure that the customer is satisfied with the article and the firm. These activities include installation of the products, checking and ensuring its smooth performance, maintenance and after-sale service. It helps to secure repeat sales identify additional prospects and to evaluate salesman's effectiveness.

AIDAS THEORY OF SELLING

The theory- popularly known as the AIDAS theory, after initials of the five words express it (attention, interest, desire, action and satisfaction) is the basis for many sales training programs are organized. According to the theory, the prospects mind passes through five successive mental states: attention, interest, desire, action, and satisfaction so the sales presentation must lead the prospect through them in the right sequence if a sale is to result.

The psychological writings of William James support this theory. Its construct is based upon experimental knowledge. It was in existence as early as 1898. According to this theory during the successful selling interview the prospect's mind consciously passes through five successive mental states : attention, interest, desire, action and satisfaction. The sales presentation must lead the prospect through steps in the right sequence if a sale is to result.

SECURING ATTENTION
In order to put the prospect into a receptive state of mind, the first few minutes of the interview are crucial. The sales person has to have a reason, or an excuse for conducting the interview.

If he has previously made an appointment, this phase presents no problem, though experienced sales personnel say that even with an appointment, a sales person must possess considerable mental alertness; and be a skilled conversationalist, to survive the start of the interview. As the prospect realizes the caller is bent on selling something, the sales person must establish good support at once. He needs an ample supply of "Conversation Openness". Among other things, favorable first impressions are assured proper attire, neatness, friendliness, amid a genuine smile just before the interview. Skill sales personnel often decide up on conversation openness so that those remarks are about the prospects if they are favorable comments about the prospect's business. A good conversation opens causes the prospect to relax and sets the stage for total presentation. For Example- Securing attention Telling about RO water purifier and its quality to purify water

GAINING INTEREST
Many techniques are used to intensify the prospect's attention so that it evolves into strong interest. Some sales people develop contagious enthusiasm for the product or a sample. Sales portfolios, flip charts, or other visual aids serve the same purpose when the product is bulky or technical. One should search out the selling appeal that is most likely to be effective. Sometimes the prospect drops hints, which the sales person then uses in selecting the best approach. Some sales person stratagems to elicit revealing questions to encourage hints by the prospects. Others are the prospect question designed to clarify attitudes and feelings towards the product. Bug before identifying the strongest appeal even experienced sale person do considerable probing, usually of the question - and - answer variety. The prospect's interests are affected by basic motivations, closeness of the interview subject to the current problems, its timeliness, and their receptive, skeptical or hostile mood. In selecting the appeal to emphasize the sales person must take all these into account. For Example-Gaining Interest by showing flipcharts, presentations and brochures and also focusing on purity and health of the family members.

KINDLING DESIRES
The sales person must keep the conversation running along the main line toward the sale to kindle the prospect's desire to ready - to - buy point. The development of sales obstacles the prospects objections, external interruptions, and digressive remarks may sidetrack the presentation during this phase. Obstacles must be faced and ways found to get around them. Objections need answering to the prospects satisfaction. Time is saved, and the chance of making a sale improved if objections are anticipated and answered before the prospects raises them. Good sales people summarize what has been said earlier before continuing. Digressive should be disposed of fact fully, with finesse, but sometimes distracting depression is best handled bluntly for example " well: that's all very interesting but to get back to the subject...". For Example Kindling Desire to make them use the RO water purifier for their use

INDUCTING ACTION
If the presentation has been perfect, the prospect is ready to buy. However, buying must be induced. Experienced sales personnel do not close until the prospect is fully convinced of the merits of the proposition. The trial close, the close on a minor point, and the trick close are used to test the prospect's free action. For fear of getting "No" from which they think there is no retreat some sales personnel never ask for definite "yes" or "No. But it is better to ask for the order straight forwardly. For Example Induction consumer purchase the product due to its effectiveness in providing pure and germ free water

BUILDING SATISFACTION
The sales person should reassure the customer that his buying decision is correct and that sales person merely helped in deciding. The order is the climax of the selling situation. Building satisfaction means thanking the customer for the order, and attending to such matter as making certain that the order is filled as written, and following upon promises made. For example- Building Satisfaction appreciate the customer by saying that he has made the good purchase by relating its health factor .