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UNIT 3: SELL PRODUCTS AND SERVICES - Coggle Diagram
UNIT 3: SELL PRODUCTS AND SERVICES
STEPS IN THE SALES PROCESS
Establishing needs and wants
Matching the product to those needs
Overcoming objections
Providing suitable options
Anticipating likely questions
Confirming the sale
DIFFERENCE BETWEEN FEATURES AND BENEFITS OF PRODUCTS AND SERVICES
Feature - characteristics of a product/service
Benefit - what the customer can gain from using the product/service
FEATURES OF THE VARIOUS SELLING METHODS
Suggestive selling
Cross selling
Upselling
Others
SALES PRESENTATION TECHNIQUES
The Elevator Pitch
The Cold Call Sales Pitch
Written Sales Presentations
Sales Presentations
Webinars
Seminars
HANDLE CUSTOMERS' QUESTIONS CONFIDENTLY AND EFFECTIVELY
Step 1: Pause
Step 2: Make sure you understand the question
Step 3: Acknowledge the merit of the question
Step 4: Answer the question
Step 5: Check-in with the customer
TECHNNIQUES TO HANDLE OBJECTIONS
Step 1: Show gratitude
Step 2: Empathize
Step 3: Let the discovery begin
Step 4: Ask, probe, confirm
Step 5: Show them the value
Step 6: Back it up with proof and customer references
DISTINGUISH BETWEEN PROACTIVE AND REACTIVE SELLING
Proactive selling - not waiting for customers to tell you what they need
Reactive selling - conduct a sales pitch to customers and wait for them to reply
OUTLINE SKILLS AND TECHNIQUES SUITABLE
Verbal
Non-verbal
Body language
Personal space
Physical contact
Facial expressions
Listening
Questioning
Close-ended questions
Open-ended questions
Background questions
Probing questions
Confirming (Verifying) questions