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Order-takers Inside order takers Here the customer has full freedom to choose products without the

presence of a salesperson. The sales assistant's task is purely transactional - receiving payment and passing over the goods. Another form of inside order-taker is the telemarketing sales team who support field sales by taking customers' orders over the telephone. Outside order takers These salespeople visit customers, but their primary function is to respond to customer requests rather than actively seek to persuade. Outside order takers do not deliver and to a certain extent they are being replaced by more cost efficient telemarketing teams. Delivery salespeople The salesperson's task is primarily concerned with delivering the product. In the UK, milk, newspapers and magazines are delivered to the door. There is little attempt to persuade the household to increase the milk order or number of newspapers taken: changes in order size are customer driven. Order-creators Missionary salespeople In some industries, notably the pharmaceutical industry the sale task is not to close the sale but to persuade the customer to specify the seller’s products. For example, medical representatives calling on doctors cannot make a direct sale since the doctor does not buy drugs personally, but prescribes (specifies) them for patients. Similarly, in the building industry, architects act as specifiers rather than buyers, and so the objective of a sales cal! cannot be to close the sale. Instead, in these situations the selling task is to educate and build goodwill. Publisher sales representative Order-getters….. The final category comprising order-getters are those in selling jobs where a major objective is to persuade customers to make a direct purchase. These are the front-line salespeople. Organizational salespeople

implement sales promotions. This means an ability to get a message across to a customer and more importantly an ability to listen and understand. Technical support salespeople This group of order-getters provides sales support to frontline salespeople. . industrial buyers). The selling job may involve team selling where mainstream salespeople are supported by product and financial specialists.e. Orders may be negotiated nationally at head office. Where a product is highly technical and negotiations are complex. check stock levels and maintain contact with store managers. The skill of knowing when to stop talking and when to listen is essential. Ability to communicate . It is an acknowledged fact that in many business situations the opportunity to earn really high incomes at a relatively young age is present in this kind of situation. 2. Generally there is much less personal pressure involved in being and order taker than an order getter and a prime attribute for an order getter is a pleasant and non combative personality . Selling as a career The subdivisions of the sales' roles just outlined give an idea of the range of sales positions that are available. Consumer salespeople This task involves selling physical products and services such as security equipment. insurance and personal pension plans to individuals.These salespeople have the job of starting & maintaining close long-term relationships with organizational customers (i. Such a skill will help in more accurately identifying customers' real needs and problems in terms of thinking oneself into the other person's mind and understanding why the customer feels as he or she does. a salesperson may be supported by product and financial specialists who can provide the detailed technical information required by customers. cars. but sales to individual outlets are supported by merchandisers who give advice on display. Merchandisers These people provide sales support in retail and wholesale selling situations. There is no definitive test or selection procedure that can be used to distinguish between successful and less successful salespeople and apart from 'trying it out' there is no way of knowing if a person is suited to a career in sales There are a number of key qualities that are generally recognized as being important: 1 Empathy and an interest in people.

3 Determination. A salesperson thus needs to be both self-disciplined and resilient to cope with these facets of the sales task. It is a fact that customers might say no when they really mean maybe. Determined salespeople have a need and a will to succeed and success can mean closing a sale. rejections and failures. Although the salesperson must be able to take no for an answer. this should not come easily to someone who wants to succeed in selling. Self discipline and resilience. Most salespeople spend much of their time unsupervised and. SALES PROCESS Prospecting & Qualifying Pre-approach Approach & opening Presentation Trial close 4 Overcoming Objection Trial close Negotiation Closing Follow up & Maintenance THE PERSONAL SELLING PROCESS . As a part of their job they can expect setback. which can ultimately lead to yes. apart from seeing customers. they are alone.

The process of locating new customers (often referred to as prospecting) involves the search for prospective customers. with "hot" prospects turned over to the field sales force and "warm" prospects turned over to the telemarketing unit for follow-up.who is your lead? A Prescription medicine seller. The leads can be categorized. Suppose you are Wedding planner . More companies are taking responsibility for finding prospects so that the salespeople can use their expensive time doing what they can do best: selling. who is your lead? A seller of salt. who is your lead? Home loans . Companies can qualify the leads by contacting them by mail or phone to assess their level of interest and financial capacity.Suspects Some Qualification Leads Interest of lead & buying decision & pay Prospects Successful close of the sale First Time customers Not a customer Not Successful in close of the sale Repeat Customers Inactive or Ex customers Clients Members Advocates Partners Prospecting & Qualifying The first step in selling is to identify prospects.who is your lead? A bangle seller . who is your lead? A seller of MBA program .who is your lead? Bike Water purifier 1) 2) 3) 4) 5) 6) 7) 8) 9) .who is your lead? A luxury car.

Successful prospecting •Seller 1 •Seller 2 50 Leads 15 prospects 6 Interviews 50 Leads 15 prospects 11 Interviews 1 sale 7 sales No Yes Successful prospecting Methods of prospecting  Cold calling  E-prospecting on the web  Endless chain customer referral  Non competing sales force  Observation  Friends and acquaintances  Lists and directories  Direct mail  Telemarketing  Trade shows and demonstrations  Orphaned customer .

They should wait for the buyer to indicate they can sit down or. for E. Attention to details. The representative must determine what is the customer needs or wants and make certain that the person being approached is capable of making the purchase decision. Approach & Opening -Initial impression can cloud later perception. Finally. Make an immediate sale. like holding one’s briefcase in the left hand so that the right can be used for the handshake. -Common courtesies should be followed. Another task is to decide on the best contact approach. which might be a personal visit. Gather information. -Sales people should always be conscious about the time limits. -Sales people should open with a smile. The salesperson should set call objectives: 1.g. or a letter (E-mail). introduce themselves and the company they represent. Presentation Need and problem identification….. 2. & prospects company (what it needs. in situation where they are not well known to the buyer. at least. a phone call. a handshake and .Pre-approach The salesperson needs to learn as much as possible about the prospect . . who is involved in the purchase decision) and its buyers (personal characteristics). ask the buyer if they may sit down. the salesperson should plan an overall sales strategy for the account. -Buyers expect sales people to be business like in their personal appearance and behavior.

Benefits should be analyzed at two levels -Those benefits which can be obtained by purchase of a particular type of product. In order to encourage the buyer to discuss his or her problem and needs.and . Mehta.The sellers first objective will be to discover the problems and needs of the customer. sales people tend to use “open” rather than “closed” question. sales person may find it useful to summaries the points that have been raised to confirm an understanding with the buyer. The price range you are considering is between …. Fine Mr. Does this sum up the kind of house you want . You like to have a four bedroom house within fifteen minutes drive of Mr. The need analysis approach suggests that in the early sales process the sales person should adopt a “question. Mehtas company. For e. This gives the salesperson the opportunity to offer a solution to such problems by means of one of his or her company’s products. The key to this task is to recognize that buyers purchase benefits and are only interested in product features in as they provide the benefits that the customer is looking for. and your prime concern is safety and a big servicing…………… ) Presentation Having identified the needs and problems of buyer.listen” posture. the presentation provides the opportunity for the sales person to convince the buyer that they can supply the solution. Open question (Answer is more than one word or one phrase answer) 1) What were the main reason for buying the XYZ photocopier? 2) In what ways did the ABC ointment fail to meet your expectation? Close end Question (Answer is one word or one phrase answer) 1) Would you tell me the name of the equipment you currently use? 2) Does your company manufacture 1000cc marine engineer? Need and problem identification At the end of the process the.. or have I missed something? Sir. . and -Those that can be obtained by purchasing that products from a particular supplier. I think I have a good idea of the kind of scooty you are looking for your daughter . I think I have a good idea of the kind of property you are looking for. and Mrs.g.