Sales Management

with Personal
Selling and
Salesmanship
Chapter 3: Selling Function

Report Presentation
Introduction
Selling is a structured process essential for
achieving business success. It involves
understanding customer needs, building trust, and
offering tailored solutions. It explores the key steps
of the selling process, from identifying prospects to
closing deals. Emphasis is placed on creating value
for customers and skillfully handling objections.
Ultimately, selling is both an art and a science that
requires strategy and adaptability.
 Steps in the Selling process

Prospecting Pre-approach Approach

Identifying potential Research and preparation Making the first
customer. before meeting prospects. impression.

Presentation Handling objections Closing

Explaining product Resolving customer Securing the sales.
benefits. concerns.
Step One : Prospecting
Prospecting is the process of identifying and
qualifying potential customers. It helps
salespeople focus on leads most likely to
convert into clients. Effective methods include
referrals, market research, and leveraging
replacement demand. By targeting the right
audience, prospecting maximizes time and
resources. It is the foundation of the selling
process, ensuring better sales outcomes.
Effecting Prospecting Techniques

Replacement Demand
Identifying when customers might need to
replace products.

Unserviced Customers
Reaching out to customers left
unattended.

Local Sources
Using clubs, newspapers, and
referrals for leads.
Telephone Prospecting
Telephone prospecting is a powerful tool to
connect with potential customers. It requires
preparation, politeness, and timing to avoid
disrupting prospects. Introduce yourself clearly,
explain the purpose of the call, and engage the
prospect with a brief value statement. Use the call
to schedule appointments or provide more details
about the product. Effective telephone skills build
rapport and open opportunities for sales.
Step 2: Pre-approach
The pre-approach involves gathering information
about potential customers before making contact. This
step helps salespeople understand customer needs,
preferences, and challenges. It includes setting clear
objectives, selecting the right approach method, and
tailoring the strategy to the prospect. Thorough
preparation increases the chances of a successful
interaction. The pre-approach lays the groundwork for
building trust and delivering value.
 The approach is the first direct
interaction with the prospect and
sets the tone for the sales process.
It involves making a positive first
impression through professional
greetings and confident
communication. Tailor your
opening remarks to capture the
prospect's interest and align with
their needs. Building rapport at this
stage is crucial for gaining the

Step 3: Approach prospect’s trust. A strong approach

establishes the foundation for a
successful sales conversation.
Step 4: Presentation
and Demonstration
The presentation and demonstration focus on
showcasing the product's value to the customer. Using
the AIDA model (Attention, Interest, Desire, Action),
salespeople highlight how the product meets the
customer’s needs. Interactive demonstrations, such as
hands-on experiences or visual aids, keep prospects
engaged. Emphasizing benefits over features helps
create a compelling case for the product. This step
bridges the gap between customer interest and the
decision to buy.
 Interactive Sales
Presentations
Interactive presentations involve engaging
the prospect through questions,
discussions, and hands-on experiences.
This approach ensures the presentation is
tailored to the customer’s needs and keeps
their attention focused. Encouraging
participation helps the prospect connect
emotionally and logically with the product.
Balance speaking with active listening to
address their concerns effectively. An
interactive presentation builds trust and
strengthens the prospect's confidence in
the solution.
 Visual Aids in Sales

Visual aids simplify complex information and make

sales presentations more engaging. Examples
71%
include charts, brochures, models, and videos that
highlight key product features and benefits. For
instance, a salesperson demonstrating a new
kitchen appliance might use a video to show its
functionality in action. Visual aids also help
prospects retain information and stay focused
during the presentation. By combining visuals with
verbal explanations, salespeople can create a lasting
impression.
Step 5: Handling Objections
Handling objections is a crucial step in
addressing customer concerns and building
trust. Objections often indicate interest and
provide an opportunity to clarify
misunderstandings. Effective techniques
include listening actively, acknowledging
concerns, and reframing objections
positively. For example, a price objection can
be addressed by emphasizing long-term
value and cost savings. Resolving objections
confidently helps move the prospect closer
to making a purchase.
Techniques for Listen Actively
Pay close attention to the prospect’s

Handling Objections
concerns without interrupting. This shows
respect and helps you understand the
root of the objection

To handle objections effectively, salespeople

should remain calm and positive. Ask clarifying
questions to understand the root of the Acknowledge and
Empathize
concern and respond with tailored solutions.
For instance, if a prospect doubts product Validate their concerns by
acknowledging them.
reliability, share customer testimonials or
warranties. Avoid arguments; instead, focus on
reinforcing the product’s benefits. By
Provide Solutions
addressing objections empathetically,
salespeople build credibility and trust. Address the objection with clear, fact-
based responses.
Step 6: Closing Sales
Closing the sale is about guiding the prospect to make
a final decision. Look for buying signals such as positive
remarks or specific questions about the product. Use
trial close techniques, like offering options: "Would you
prefer delivery on Monday or Wednesday?" Reinforce
the product’s value to confirm their decision. A
confident and timely close ensures the sales process
concludes successfully.
Building Customer Relationships

Follow-Up
Check in after the sale to ensure customer
satisfaction.

Address Concerns
Resolve any issues promptly to build
trust

Provide Support
Offer guidance on product usage or
maintenance.
 Sales is an ongoing effort that
requires adaptability and
refinement. Regularly analyze
customer feedback to improve
strategies and address
changing needs. Stay proactive
in identifying new opportunities
and maintaining relationships.
Collaboration with other teams
Sales as a ensures a seamless customer
experience. Continuous learning
Continuous Process and innovation are key to long-
term success in sales.
 Key Qualities of a Successful
Salesperson

Effective Adaptability Persistence Problem-Solving

Communication Skills
Clearly convey ideas Adjust approaches Stay motivated and Identify customer
and actively listen to based on different resilient in the face of issues and provide
customer needs. customers and challenges or tailored solutions.
situations. rejection.
Challenges in Selling
Selling comes with challenges such as handling
rejection and overcoming objections. Managing time
effectively is crucial to balance prospecting,
presentations, and follow-ups. Staying updated on
market trends and competitors requires continuous
learning. High-pressure situations demand resilience
and emotional control. Successful salespeople turn
challenges into opportunities to grow and improve.
WELCOME TO
Sales Cycle and Selling
Principles
Key Stages, Success Factors, and Personal
Selling Philosophy
WHAT IS A SALES
CYCLE?

A systematic process of steps

leading to successful sales
completion.
Typically begins with identifying
prospects and ends with obtaining
referrals.
KEY STAGES INCLUDE:
Prospect – Identifying potential customers.
Interview – Understanding customer needs.
Demonstrate – Showcasing product
benefits.
Proposal – Presenting a tailored solution.
Validate – Confirming product suitability.
Negotiate – Addressing objections and
finalizing terms.
Transaction Closure – Completing the sale.
Referral – Generating leads through
satisfied customers.
 Importance of Streamlining
the Sales Cycle
Streamlining the sales cycle involves completing
specific tasks at each stage efficiently to advance to
the next. Compressing these tasks reduces the overall
cycle time, allowing for faster deal closures and
improved efficiency. This process also enhances
control, enabling better identification of marketing and
promotional opportunities. A streamlined cycle not
only increases sales but also boosts customer
satisfaction by delivering timely solutions.
Factors for Sales Success
ATTITUDE MANAGEMENT

Maintain a positive and proactive mindset.

SALES SKILLS
PEOPLE SKILLS
Master techniques to persuade and close deals.
Build strong relationships with effective
PRESENTATION SKILLS
communication.
Deliver impactful and tailored presentations.
PROSPECT QUALIFYING
Identify and focus on high-potential leads. PRODUCT KNOWLEDGE
CLOSING TECHNIQUES Understand the product inside out.

Use strategies to finalize sales successfully.

Understanding the Selling
Climate

In the selling process, it is crucial to view the product or

service from the prospect’s perspective and focus on the
benefits they need most. Identifying the key decision-
maker is essential, as their approval drives the purchase.
Buying decisions are influenced by a mix of rational and
emotional factors, such as pride, ambition, and security.
Using positive language and avoiding negative terms like
"cost" can create a more favorable impression. Tailoring
the approach to resonate with the buyer’s emotions and
needs increases the chances of success.
Personal Philosophy in
Selling
The foundation of personal selling is a guiding set of beliefs.
Three key tenets:
1. Consumer Orientation – Focus on customer needs and satisfaction.
2. Valuing Selling Activity – View personal selling as productive and
essential.
3. Facilitating Decisions – Help consumers make informed choices.
Incorporated into the Strategic/Consultative Selling Model for
effectiveness.
Post-Sale Activities
Sales do not end with closing the deal.
Key post-sale tasks:
Installation and operational guidance.
Providing proper servicing and support.
Reassuring customers to reduce doubts and enhance
confidence.
Builds goodwill and lays a foundation for future business.
Customer-Centered
Selling
Robert L. Jolles emphasizes the importance of selling
processes over product knowledge.
Example: Xerox Training Program – Focused on customer-
centric approaches.
Core principle: Place the customer at the heart of the sales
process.
Success comes from effective persuasion and selling
techniques, not just product details.
 Traffic Junction Selling

Products like newspapers, garlands, and

safety pins are sold at traffic junctions.
Sellers target motorists and passengers,
offering convenience and impulse buys.
Some products may be counterfeit due to
limited buyer inspection time. Traffic
junctions also serve as spaces for beggars
and others earning a livelihood.
Potential exists for selling more diverse
items like internet packages and CDs in the
future.
 Sales Force Automation
(SFA)

Definition: Automates business tasks like inventory control, sales tracking,

and customer interactions.
Features: Sales forecasting, performance analysis, and CRM capabilities.
Customization: Ready-to-use or tailored software to fit business needs.
Components: Web-ready database, email package, and modular
designs.
Example: Oracle introduced CRM software in 2000, including online staff
training.
 Customer Relationship
Management (CRM)
Purpose: Build strong customer relationships and handle grievances.
Contact Centers: Manage calls, complaints, and telemarketing
solutions.
Models: Centralized, distributed, or hybrid approaches for customer
service.
Applications: Used by banks, FMCG, and consumer durable
companies.
Benefits: Improves brand perception and enhances customer
satisfaction.
 Customer Relationship
Management by Saleslogix
eCRM: Provides electronic customer relationship management
tools.
Competitors: Competes with IBM and Oracle.
Applications: Supports sales, marketing, and customer service
for SMEs.
Usability: Compatible with devices like palm tops and
accessible via cybercafes.
Benefits: Aids sales professionals with flexible and mobile
solutions.
Positional Selling
Selling is driven by positive attributes, emphasizing
customer-oriented relationships and building trust.
Developing friendships with key customers helps
achieve targets and foster loyalty. Programs like Xerox’s
PSS train salespeople to adapt their skills to specific
business environments. Positional selling focuses on
adding value to customers, sometimes foregoing
immediate sales for long-term relationships.
Strengthening preferred positions ensures sustainable
business growth.
Personal Selling and
Marketing
The evolution of selling has shifted from product-pushing
to customer partnerships. The marketing concept
prioritizes customer satisfaction as the foundation of
business strategies. McCarthy’s 4 Ps (Product, Place, Price,
Promotion) help design effective marketing programs that
maximize customer satisfaction. Personal selling is
particularly vital in addressing complex products and
competitive markets. It enhances value through
consultative, strategic, and partnering approaches, making
it a critical promotional tool.
Personal Selling in the
Information Age
The information age emphasizes connectivity and
customer relationship management. Salespeople leverage
IT tools like email, PCs, and the internet to enhance
efficiency and decision-making. By helping customers
process relevant information, salespeople strengthen trust
and build lasting relationships. While technology aids sales,
human elements like empathy and trust remain crucial.
This balance enables salespeople to address customer
needs effectively in a technology-driven environment.
Consultative Selling
Consultative selling, which emerged in the late 60s and
70s, focuses on two-way communication between
salespeople and customers to uncover needs. Acting as
consultants, salespeople provide tailored solutions and
recommendations, avoiding manipulative tactics. This
approach builds trust, encourages long-term
relationships, and enhances customer satisfaction.
Strong listening skills and problem-solving abilities are
essential for success in consultative selling.
Strategic Selling
Strategic selling emerged in the 1980s due to increasing
competition and complex customer demands. It
integrates long-term strategic planning with tactical
short-term actions to align with the broader marketing
goals. Strategic plans address relationships, products,
customer needs, and sales presentations. For example, a
restaurant may create strategies to target the right
clientele and design specific menu offerings. Strategies
guide tactical actions, ensuring the right target audience
is approached with the right methods at the right time.
PARTNERING
By the 1990s, customers prioritized relationships
over products alone. Partnering focuses on
building long-term relationships that ensure
repeat business and referrals. Trust, ethical
behavior, and consistent value addition are
essential for partnership success. Strategic
alliances with complementary businesses further
strengthen market positioning. Sales
automation, enabled by technology, improves
communication and responsiveness, enhancing
partnerships.
Adaptive Selling
This selling technique requires salespeople to align
their social styles with the buyer’s to maximize
effectiveness. Asking the right questions and
listening carefully helps identify customer needs.
Selling is no longer product-centered but solution-
focused, making it vital to understand customer
problems deeply.
Subliminal Selling
Subliminal selling involves psychological techniques, including:
Trigger Words: Words like “new,” “improved,” and “save” elicit positive
customer responses.
Observation: Paying attention to customer surroundings and behavior reveals
valuable insights for building rapport.
Body Language: Gestures, eye contact, and handshakes convey non-verbal
cues about interest and receptiveness.
Mirroring: Subtly imitating customer actions to build rapport and comfort.
Salespeople also utilize techniques like emphasizing product uniqueness,
using colors strategically, and creating positive associations.
DEVELOPING SUBLIMINAL TECHNIQUES
These skills require practice and
observation. Effective application
gives salespeople a competitive edge
by influencing customer decisions
positively and fostering trust.
 Takeaways from Selling
Funtion
Selling is a step-by-step Prospecting and qualifying Interactive presentations and
process that requires leads are essential for visual aids enhance
preparation and strategy. targeting the right audience. customer engagement.

Building strong customer

Addressing objections with Building long-term customer relationships through trust,
empathy and clear relationships is key to empathy, consistent follow-
solutions builds trust. sustained success. up is the cornerstone of a
successful sales process.
Conclusion
The selling process is both an art and a science, requiring
skill, preparation, and adaptability. Success depends on
understanding customer needs and addressing
objections effectively. Each step, from prospecting to
closing, plays a vital role in achieving sales goals. Building
long-term relationships ensures repeat business and
customer loyalty. Mastering these principles leads to
greater satisfaction for both the salesperson and the
customer.
Members:
Bergundo, Febbie Ann L.
De Leon, Prince Jay
Santos, Erica
Thank You