Hewlett packard sales manual

MARK 2150 – HP Sales Manual by Sonam Chadha 1
Hewlett Packard - What matters to you matters to us.
1-Company Introduction & History:-
HP was founded in 1939 by Bill Hewlett and Dave Packard. Both the founders
had a degree in electrical engineering from Stanford University. It is an
American multinational IT corporation with its headquarters based in Palo Alto,
California, United States. The first product that was manufactured by HP was an
audio oscillator and their first client was Walt Disney who purchased 8
oscillators for the purpose of making full-length animated film Fantasia (1940).
The move into the computer market was made in the year 1966 with the HP
2116 .This product was designed to establish control over HP’S product line of
test .During the year 1969 HP marketed a timesharing computer system and
was in the process of continuing issue the new products. A full range of
computing equipments for e.g. personal computers were available by the end of
1980s.HP acquired Compaq in the year 2002.The Company specializes in data
storage, designing software, networking hardware and delivering service.
The Company was the first among many technological firms to get the benefit
from the ideas of Engineering Professor Frederick Terman as he pioneered the
strong relationship between Stanford and what emerged as Silicon valley.
(Information taken from - Source:
http://www.britannica.com/EBchecked/topic/264529/Hewlett-Packard-
Company).
He was considered to be a mentor in forming Hewlett Packard. An initial capital
investment of $538 was done to establish HP in Packard’s garage The
Company was incorporated on Aug 18, 1947 and went public on November 6,
1957.

The company developed products for Military applications during the World
War II. Those products were vital enough to merit Packard a draft exemption
whereas Hewlett was serving in Army Signal Corps. It is interesting to note that
Stephen G.Wozinak was an engineering intern at the company and in the year
1976 he built a prototype for the first personal computer and offered it to the
company but HP declined his work and he joined Steven P. Jobs to create Apple
Computer.
Information taken from-(Source:
http://www.britannica.com/EBchecked/topic/264529/Hewlett-Packard-
Company/92973/Computer-business)
 Snapshotof history of the Organization
Year Description
1939 HP was set up in The Garage
1940 First sale was done
1957 Company went public
1961 HP got listed on NYSE
1968 The first PC was launched.
1972 HP-35 was introduced. First handheld scientific electronic
calculator
1984 Inkjet and laser printers were introduced for desktop
1986 Domain name was registered as HP.com
2002 HP and Compaq merged
Vision and Strategyof the company- Diversity is the key driver of success for
the company. The aspiration that the company aims at is inclusion would come

from the conviction of each employee at HP. (Source-
http://www8.hp.com/us/en/hp-information/about-hp/diversity/vision.html)
1.1-Executive Team
Meg Whitman Mohamad Ali
President and Chief Strategy Officer
Chief Executive Officer
Martin Fink Henry Gomez
Executive Vice President& Chief Technology Officer Executive Vice President and
Chief Marketing and Communications
Officer

John Hinshaw George Kadifa
Executive Vice President, Executive Vice President
Technology and Operations HP Software
Tracy Keogh Cathie Lesjak
Executive Vice President, Executive Vice President and
Human Resources Chief Financial officer

Mike Nefkens John Schultz
Executive Vice President, Executive Vice President and
Enterprise Services General Counsel
Bill Veghte Dion Weisler
Executive Vice President and Executive Vice President
General Manager, Enterprise Group Printing and Personal Systems
Source: http://www8.hp.com/us/en/hp-information/executive-team/team.html

1.2 -Organisationobjectives and shared values
The main corporate objectives ofHP are as follows:
The corporate objectives have guided the company for the conduct of the
business since 1957.
 Customer Loyalty – By providing high quality products and value.
 Growth- Always looks for opportunities to enhance the strengths of the
company.
 Profit- To create value for the shareholders
 Market Leadership- To develop and deliver innovative products, service
and solutions.
 Commitment to employees- To promote and reward employees on the
basis of their performance and to create a favorable environment for
them.
 Leadership Capability- the Company aims to develop leaders at all
levels so that they can show the values of the company.
 Global Citizenship- Serve as a social, economic and intellectual asset
wherever business is done.
The Shared values:
 Trust and respect for individuals- the company fosters to build a culture
based on trust and respect.
 Achievement and contribution- The hard work and effort of each
employee are taken into consideration.
 Results through teamwork- customers are a top priority and to serve them
better is always a priority.
 Uncompromising integrity- Open, honest and direct in dealings.
 Meaningful innovation- Invent useful and significant technological
products.
Some Information taken from Source: http://www8.hp.com/us/en/hp-
information/about-hp/corporate-objectives.html

OrganizationalChart- Source:http://www.theofficialboard.com/org-
chart/hewlett-packard#
1.3 –Financials:-
Year 2013 proved to be a positive year for the IT Company as the net income
for the period ending 31st Jan 2014 was $1.7.But the total revenue of the
company was down by 1% from $28.4 billion a year ago. The restructuring
program in the company has been quite successful and the investors along with
the customers have a lot more trust and confidence in the company as compared
to the previous two and a half years. The CEO of the company also feels that
the company is in a much stronger and better position as compared to the
previous years and it is evident by the growing numbers in the balance sheet and
the rise in the number of investors. Also the company projects a future positive
growth in terms of financial results because of the innovation in the products
which ignites HP for an exciting future to be ahead of its competitor’s .In terms

of specific product personal system revenue was increased by 4% year over year
at $8.5 billion. The revenue from the commercial customers also increased by
8%.Apart from that there was a general decline in the entire rest of the market
and the desktop sales were also low in numbers however there was an increase
in the sales of the notebooks by 5%.
The flow in terms of revenue from HP’S enterprise grew by 1 percent year over
year and this enterprise group makes servers, provide IT services .The sale of
high end servers for high-transactional workloads dropped by 25%
SOURCE: Some word directly taken from
(http://www.techweekeurope.co.uk/news/hp-stabilises-financials-139691)
Quarterly Results for 2014
Source : http://h30261.www3.hp.com/phoenix.zhtml?c=71087&p=quarterlyearnings

1.4-Worldwide Locations:-
 Africa
» Africa-English
» Africa-French
» South Africa-English
 Americas
Argentina-Spanish
» Bolivia-Spanish
» Brazil-Portuguese
» Canada-English
» Canada-French
» Caribbean-English
» Central America-
Spanish
» Chile-Spanish
» Colombia-Spanish
» Ecuador-Spanish
» Mexico-Spanish
» Paraguay-Spanish
» Peru-Spanish
» Puerto Rico-Spanish
» United States-
English
» Uruguay-Spanish
» Venezuela-Spanish
 Asia Pacific
Australia-English
» China-Simplified
Chinese
» Hong Kong-English
» Hong Kong-Chinese
» India-English
» Indonesia-English
» Japan-Japanese
» Korea-Korean
» Malaysia-English
» New Zealand-
English
» Phillippines-English
» Singapore-English
» Taiwan-Traditional
Chinese
» Thailand-English
» Vietnam-English
 Europe

» Austria-German
» Belarus-Russian
» Belgium-Dutch
» Belgium-French
» Bulgaria-Bulgarian
» Croatia-Croatian
» Cyprus-Greek
» Czech Republic-Czech
» Denmark-Danish
» Estonia-Estonian
» Finland-Finnish
» France-French
» Germany-German
» Greece-Greek
» Hungary-Hungarian
» Ireland-English
» Italy-Italian
» Kazakhstan-Russian
» Latvia-Latvian
» Lithuania-Lithuanian
» Luxembourg-French
» Netherlands-Dutch
» Norway-Norwegian
» Poland-Polish
» Portugal-Portuguese
» Romania-Romanian
» Russia-Russian
» Serbia and
Montenegro-Serbian
» Slovak Republic-
Slovak
» Slovenia-Slovenian
» Spain-Spanish
» Sweden-Swedish
» Switzerland-German
» Switzerland-French
» Turkey-Turkish
» Ukraine-Russian
» United Kingdom-
English
 Middle East
Israel- Hebrew
Middle East- English
Source for Worldwide locations:
http://welcome.hp.com/country/us/en/contact/ww_office_locs.html
2. PRODUCT DESCRIPTION:-
The various products offered by the company are as follows:
 Computers which includes desktop, chromebook, thin clients, tablets,
point of sale, work stations
 Networking includes network management software ,Wireless LAN,
Software defined networking
 Printers (business printers, design jet printers, ink toners, scanners)

 Storage
 Servers and blades
 Software (Application lifecycle management, big data and analytics,
vertical portfolio, mobile app solutions etc.)
The company has been in the business for many years and is known for its
quality products all over the world. The company started more into the
computer products after its merger with Compaq. The company not only
provides the product but also a full range of other services to implement and
supportIT infrastructure.
2.1-FEATURES, BENEFITSAND PRICE OF PRODUCTS

 HP Chromebook 14
 Price of the product- $299
Features Benefits
Colorful, sleek and stylish notebook It is easy to carry because it is not
bulky and at the same reflects your
status of carrying a trendy notebook
100GB of google drive storage. A lot of apps can be stored and so no
extra USB device is required which
further leads to saving in costs
14 inch display screen This feature enables sharp graphics
and rich colors. Because the screen is
good in size it is easy for the viewer to
see things more clearly without
causing further stress on the eyes
Specifications-
Operating system-Chrome. It has a built in virus protection. Automatic OS
Performance-4th generation Intel Celeron 2995U Processor
Storage-32GB M.2 SSD3 +100 GB Google drive storage.
Colours-Snow white, Ocean Turquoise, Peach Coral
Weight- 4.07 lbs
Connectivity- 802.11a/b/g/n, Built in optional 4G, Bluetooth
Battery – up to 9.5 hours
Camera-HP True vision, HD webcam (720p)
Memory -4GB DDR3L
For more information visit-
http://www8.hp.com/us/en/ads/chromebooks/specs.html

 Product 2 –Tablet
 Price - $ 149.99

Features Benefits
1. It is small, affordable price and
good quality.
2.More fully powered Android
It has amazing audio, android and is
worth the value
Due to a powerful android it has more
speed than the rest of tablets available in
the market. It allows integrated printing
Specifications-
Operating System- Android 4.1 Jelly Bean
Colour and Finish- Red and Silver colour, soft touch back panel
Performance-ARM A9 Dual core
Weight- 13.05 oz (370g)
Battery life- 5Hours video playback
Display-1024*600, HFFS wide
Camera-3 megapixel
Memory- 1GB Ram, 8GB Emmc
Ports-Micro SD and Micro USB
For more information visit: http://www8.hp.com/ca/en/ads/slate-7/specs.html
 Product 3- HP software
 Price-Since it is sold to business organization price depends upon the
size of organisation.

Features Benefits
1. Comprehensive solution for
defining, managing and tracking
requirements for business operations.
2. Gives preconfigured requirements to
business analysts
Captures and traces the links between
requirements and assets; Because it is
comprehensive in nature it enforces
standardization of quality and is
consistent.
It makes sure that right requirements
are taken into consideration to provide
any value to the stakeholders or
business users and it is easy to use
For more information visit: http://www8.hp.com/us/en/software-
solutions/software.html?compURI=1172907#.UytRpPldXhk
 Product 4- Printer and scanner like HP Office Jet Pro X, HP Laser
Jet MFP’S for business use
 Price - $450 and up

Features Benefits
Professional quality, energy saving,
high speed, durable and performance
efficient, fax and scanning capability.
Because of its professional quality it
enables duplex printing and the speed
is nearly 2times as compared to other
printers available in the market. It has
a built in Wi-Fi and therefore works
very fast wherever the connection to
the internet is available, One year
warranty and onsite service is
available.
Because it is energy efficient it reduces
waste and uses 50% less energy.
Specifications-
 Duplex printing- Double sided printing which saves time and money.
 Les paper is used.
 500 sheet input tray and an optional 2nd tray is available which enables
more printing without any interruption.
 HP- ePrint – The printer can be connected smartphone and tablet as well.
 Energy star qualified.
 HP Pigment ink which lasts longer
 Web Jetadmin- manages HP and non HP print devices with one tool.

For more information visit: http://www8.hp.com/us/en/ads/officejet-pro-
printers/overview.html
 Product 5- HP Storage LTO-6 Ultrium tape drivers

 Price - $ 3050
Features Benefits
It is simple, good quality, reliable and
a compatible device with a feature of
recording technology too
The greatest benefit is that it offers
secures method for archiving the
records, long term data retention.
Affordable for business organization to
meet the industry compliance
regulations.
Specifications-
 Butter Size- 512 MB included
 Transferrate- 1.45 TB/hr. Compressed 2.5:1
 Capacity- 6.25TB Compressed 2.5:1
 Encryption capability- AES 256-bit
 Form factor - 1U
 Recording Technology-LTO-6Ultrium 6250
For more information visit - http://shopping1.hp.com/is-
bin/INTERSHOP.enfinity/WFS/WW-USSMBPublicStore-Site/en_US/-
/USD/ViewStandardCatalog-
Browse?CatalogCategoryID=CD4Q7EN5g0kAAAE8lY5_pGjT
 Product 6- HP ProLiant Servers

 Price - $ 4314 and up
Features Benefits
Good power and extremely reliable
device.
One the most intelligent servers to
solve the tasks.
Simple server management
Since it is extremely reliable it
provides the benefit of solving the
most critical and crucial workloads in
the business.
By being intelligent the benefit it
offers is it helps in transforming
economics of the data centre which is
tough for the humans to do manually.
It also provides great automation.
Specifications-
Productdescription- BL460c Gen8 Server Blade
Number of processors-2
Storage controller- (1) Smart Array P220i/512MB FBWC
Hard drive installed- None ship standard
Standard Memory- 48GB (6x8GB) RDIMM
Processorname- Intel® Xeon® E5-2640 v2 (8 core, 2 GHz, 20MB, 95W)
For more information visit: http://shopping1.hp.com/is-
bin/INTERSHOP.enfinity/WFS/WW-USSMBPublicStore-Site/en_US/-
/USD/ViewStandardCatalog-
Browse?CatalogCategoryID=p.IQ7habkJYAAAEypTo6yEFv

 Product 7- Accessories like Ink and toner, paper and printing materials
and other printing accessories
 Price – The price of the accessories depends uponthe order placed by the
business organisation and on the basis of specific accessory
The basic features for accessoryare that if bought from the company they are of
good quality, reliable. Benefits from such accessories are that they can be used
to make the products more durable for use and the life span of the product
increases if used properly.
2.2 Company’s and sales person Feature Benefit Response:
The company has been in the business for the last 75 years with the rich
heritage of providing good quality products and excellent customer service. A
brief list of our existing business partners is attached for your reference (Fig
2.2(1)) The Company is constantly engaged in the Research and Development
process and thereby always provides new products with updated features. The
company has worldwide locations and is known brand all over the world. The
company aims to satisfy its customer by providing good after sales service as
well and has good warranty periods associated to its products. Apart from this
important feature of the company is that they manufacture energy efficient
products which help in saving the environment and the speed of its electronic
products is faster as compared to other same products offered by the
competitors.
The salesperson has to sell 3 things to make the sale effective. They are as
follows:

 Product
 Company
 Salesperson himself
After selling the features and benefits of the product and the company the sales
person should also mention about himself and his achievements so that the
prospective customer should feel that he is talking to some knowledgeable
person .The achievements could be the experience, degrees held by the
salesperson, some awards achievement.
After telling the prospective customer the Sales person can ask the
prospective buyer the following question to generate response:
Is this the kind of experience or company you are looking forward to?
Fig 2.2(1):Some of our current partners

Business Name and Address Phone No
Best Buy - Store 505
7121 - 120th St
Delta British Columbia V4E 2A9
Phone No : +1-604-
5019720
London Drugs - Store 017
7303 - 120th St.
Delta British Columbia V4C 6P5
Phone No : +1-604-
5912925
Staples - Store 106
7315 120th St
Delta British Columbia V4C 6P5
Phone No : +1-604-
5017820
Future Shop - Store 600
12048 80 AV
Surrey British Columbia V3W 3M1
Phone No : +1-604-
6351452
Costco Canada - Store 55
7423 King George Hwy
Surrey British Columbia V3W 5A8
Phone No : +1-604-
5967435
450 Derwent Pl
New West Minister British Columbia V3M
5Y9
Phone No : +1-604-
4358223
Best Buy - Store 961
10025 King George Hwy Unit 2153
Surrey British Columbia V3T 2W1
Phone No : +1-604-
5807788
10045 King George Hwy Unit 3200
Surrey British Columbia V3T 2W2
Phone No : +1-604-
5884899
Staples - Store 176
10136 King George Hwy
Phone No : +1-604-
5826789
Source:
http://h20465.www2.hp.com/gpl/ProductSearchResults.aspx?strPLs=PSC9
89%2c&strLngCode=en&strSubregCnryCode=&strUnits=KM&strResults
Units=Kilometers&strM
3 -TARGET MARKET:-

 The industries operating in the various fields such as Communications,
media and entertainment; health and sciences; financial services;
manufacturing etc.
 Small and large business owners who have their own private business.
 Schools, colleges, hospitals where computers and other technical devices
are required for the work.
 Retailers and wholesalers like BEST-BUY, Future shop, Target, Costco
etc.
 Independent software vendors
 To attract those business people who use its competitor products like
Dell, Sony, Apple, Acer
4-COMPETITION:-
The main competitors of HP are Dell, Apple, Samsung, and Microsoft,
Sony.
Microsoft was earlier a partner to HP but now they are outright competitors
because they are competing to provide same hardware services. Also Intel has
entered in cloud computing and computer security thereby giving them a tough
competition to HP
SWOT analysis-HP

Strengths-
 Diversified productline
 Strong financial reserves
 Strong presence as a brand
 Global presence
Weaknesses-
 The company has not been
able to establish itself in tablet
market.
 Not a lot of promotional
activity done.
Opportunities-
 Growth in IT industry
 To grab market share of its
competitors.
Threats-
 Other competitive brands are
performing well in the market
 Some companies offer less price
which can lead to losing of
market share by HP
2. SWOT analysis of APPLE (major competitor in tablet and laptop
market)

Strengths-
 Good financial performance.
 Diversified productline.
 Strong advertising
 Highly innovative in producing new
products specially in mobile ,tablets,
computer and laptop market
 Strong brand presence
Weaknesses-
 High price
 Changes in the management
 Too technical as it has
different operating system
Opportunities-
 To enter into printers, server and
networking market.
 High awareness among consumers
for Apple brand that can be used to
bring more traffic to the store.
 Cloud service
Threats-
 Android popularity
 Rapid changes in technology
 Competitors have a more
diversified productline as
compared to Apple
3. SWOT analysis of DELL (major competitor laptop market, blades and
servers and printers)

Strengths-
 One of the best brands in the world
 Largest manufacturer of PC
 Diversified productline
 Onsite productservice
Weaknesses-
 Lack of strong retail partners
 Not able to attract the youth
market
 No distribution channels
Opportunities-
 To create a more favorable image
among the younger generation.
 To have a stronger presence in the
tablet market
 Patent acquisitions
Threats-
 Increase in competition
 Growing demand for smartphones
and tablet
4. SWOT analysis of Microsoft(major competitor in laptop market,
computers, software storage andservers)
Strengths-
 Dominant market share in software
industry
 Highly innovative
 Diversified productportfolio
 Strong and focussed Researchand
development
Weaknesses-
 Search engine market is weak
 Lacks development in internet
market
 Dependent upon hardware
manufacturers
Opportunities-
 Rise in smartphone and tablets
 Growth through new acquisitions
Threats-
 Intense competition in software
industry.
 Less brand loyalty in consumers
buying behaviour
5. SWOT analysis of Sony (offers laptops, tablets and other alternative
products like PlayStation, TV, digital cameras)

Strengths-
 Strong hold in the entertainment
industry.
 Technological expertise.
Weaknesses-
 Nit able to hold on to its brand
equity.
 High price
Opportunities-
 The products like tablets offered by
Sony are waterproof which can be
an opportunity for them to have
more sales.
 Innovate more technological
productfor a breakthrough
Threats-
 Rise in competition.
6. SWOT analysis of Samsung (competitor in laptop, tablets, printer and
accessorieslike toner)
Strengths-
 Huge brand recognition
 Strong financial reserves
 Constant innovation
 Competitive prices.
Weaknesses-
 Too many products
 Do not have their own
software
Opportunities-
 Growth of smartphone and tablet
market.
 To retain its existing business
customers and attract new ones
Threats-
 Changes in economy
 Changes in technology
 Strong rival e.g. .Apple

7. SWOT analysis of Cannon (competitor in printers which is a flagship
product for HP).Other alternative product that cannon offers are cameras,
photo copier machines.
Strengths-
 Latest technology
 Competitive prices
 Strong R&D along with Japanese
technology.
Weaknesses-
 Expensive products
Opportunities-
 To diversify its productline
 To build on its brand worth.
Threats-
 Changes in economy
 Strong competition especially in
printer market
5-PROSPECTING:
Pre approachand qualifying
Pre –Approach: It refers to the process or the approach that is used by the sales
person in order to be successful so as to cater the needs of the prospecting
consumers and make them turn into actual users for the product. This stage
involves necessary planning as the salesperson should collect all the information
about its customers so as to ascertain whether they actually need the product or
not.
The pre-approach process helps to gain insight about the consumers needs and
provides a pathway to the salesperson in terms of how to approach to the
customer and thereby giving allowing the salesperson to serve the customer
better. The other objectives of pre-approach are it gives sales person more
confidence, the presentation for the demonstration of product can be better
planned and a lot of time and energy is saved.

Some of the main sources ofprospecting are as follows:
 Referrals
 Websites
 Telemarketing
 Directories
 Trade shows
 Direct Responseadvertising and sales letters
 Cold calls
 Computerised databases
 Educational seminars
Qualifying: This is another important step in the process of sale. In order to be
successful knowing the art of asking of right questions is very important. An
effective way to qualify a client is to follow the path of BANCU i.e. (Budget,
authority, needs, competition and urgency).Once this stage is completed and the
sales person has asked good questions around these five areas then qualified
prospects could be assessed by the salesperson and product can be
recommended according to requirements of the client however final proposal of
solution should not be done unless the problem of buyer is clearly understood.
6- NEED DISCOVERY:
As the term suggest the main aim of asking question is to understand the needs
of the customers so as to determine what can lead them to the buying of the
product.
The sales person can establish two way communications by asking right
appropriate questions and listening carefully to the customer’s needs so as to
provide them with the right kind of solution.
The different stages of need discover questions are as follows:
Information- Gathering questions:-
At this stage general questions are to be asked so as to gather some important
information about the prospecting client. These questions help to establish a
rapport with the client

 What types of electronic products are generally sold at your store?
 Who is your current supplier?
 What is the general level of inventory that you require?
 How is your business performing in the market?
 What type of attributes you look forward to in the product?
 What is your budget?
 Who has the authority t0o make the final call on the purchase of the
products?
Probing Questions:-
These questions are basically asked in order to probe more information from the
buyer so as to make a more effective sales presentation and effective
demonstration of the product. Such questions help to clarify the buyer’s
perception and opinions by encouraging them to give more details and insights
on their problem
Examples of probing questions:
 Are you looking at other suppliers?
 How was your experience with your past suppliers?
 Did you face any productgaps in their service?
 Could you please be more specific in explaining the term “good quality”?
 What are your expectations from your new supplier?
 Do you have any specific colour preference for the products or specific
model numbers for computers, laptops, printers and other service that we
provide?
 How often do you order for the products in your store or for the
organization?
Confirmation Questions:-
Such questions are necessary to be asked so as to make sure that the prospect
has understood the message clearly.

Examples of confirmation questions:
 Is the kind of experience you are looking forward to?
 Have you understood the money back policy of our company?
 Do you have any further question on aftersales service of our company?
 Did you like the diversified productline that we offer in electronic items?
Summary Confirmation Questions:-
One of the best ways to reconfirm that everything has been covered in the need
discovery part with the prospective buyer is by asking summary confirmation
questions which in a way help to clarify and confirm the buying conditions
A simple way to summarise is as follows:
Basedon what we discussedI would like to summarize….
The sales person should make sure that while doing the summary he covers
BANCU i.e. questions on budget, authority, needs, competition and urgency
7- DOMINANT BUYING MOTIVES:-
These are those buying motives that have the greatest influence on the
customers buying decision. Successfulsales people adopt such strategy which
involves discovery of the buying motives that would influence the purchase
decision of the customer.
The different types of buying motives are as follows:
 Emotional buying motives
 Rational Buying motive
 Patronage buying motives
 Productbuying motives
Some of the typical dominant buying motives for purchasing HP products
can be:
 Superior service
 Quality
 Brand preference

 Competitive Price
 Design of the productand its utility according to their purpose
 Environmental friendly which is a big concern for consumers these days
when they make the purchase of the product.
 Energy efficient
 User friendly
 Onsite service
 Diversified productline
 Innovative products
8- DEMONSTRATIONDETAILS:-
Demonstration is that part of selling in which the consumer is engaged in
touching and feeling the product so that he knows what kind of product he is
buying .Product demonstration contributes positively in the selling buying
process because the prospective consumer can have a better evaluation of the
product. It is in the demonstration phase that the salesperson has to tell about
the feature benefit of the product and also generate a response reaction from the
buyer.
The demonstration has to be real and it should be supported by way of some
evidence i.e. by way of online presence, reviews from the existing clients,
testimonials, awards won by the company for its technological achievements,
corporate social responsibility duties performed. It is necessary for a
salesperson to realise that he is selling a solution to the buyer and not the
product .Such technique can lead to an effective sale because the customer feels
more satisfied .Also for demonstration a part from the product catalogues and
brochures can be used .The customers should be involved by helping them run
the different electronic equipments on their own so that they are actively
involved in the buying and demonstration process.

9- OBJECTIONS:-
It is not necessary that a sales person is successful in his/her first attempt to sell
the product .Though most of the sales people put a lot of their efforts for an
effective product demonstration by clearly displaying the features of the product
but even then the customers might not at one go say “YES” to buy the product
and would raise further queries and objections so as to get some additional
information. Therefore, objection should be considered as a positive sign
because if properly handled they give a chance of an effective closing. Also
objection give a sign that the prospective customer paid enough attention to the
salesperson and therefore made an effort out of his desire to buy the product by
raising those objections.
It is important to understand the extent to which the objection is raised by the
prospective customer so that the salesperson can communicate more
appropriately about the concerns the buyers might have in order to make him
feel satisfied about the product and the company .Attention should be paid to
customers objection by listening them attentively and efforts should be made to
resolve them fully and again cross check with the client to make sure that
his/her i.e. . Prospective buyer concerns are taken care of with proper solutions.
Some of the possible objectioncould be as follows:
Objection Response fromsalesperson
Price – budget is limited Quality is the top priority in our company and HP
is a leader in the respective product (e.g. printer or
tablet or servers or blades etc.)
Location Have worldwide offices and we commit to
excellence in service in term of delivery of the
products
Warranty HP provide 3 years of warranty which we
guarantee that no other organisation provides
After sales service Provide free onsite service

Steps in dealing with objections:
 Allow the prospectto freely communicate his views.
 Always welcome the objections.
 The objections should be reaffirmed in the form of question that is to be
answered.
 Try to provide a benefit to the customer which compensates the objection.
 Always try to give full complete answers by providing the prospective
buyers with all the relevant information
Source: http://www.dirjournal.com/guides/sales-objections-are-sales-
opportunities/
9- CLOSING:-
After handling the objection successfully the next step is to close the sale. This
is an very important area to be learnt because most of the salesperson keep
talking without realising that the customer has already at this stage given his
consent to buy the product and therefore understanding the closing cues
becomes important. Understanding the communication style is very important
so that the salesperson can make an effective closing according to the behaviour
of the client.
Some of the closing methods are as follows:
 Trial close- It is the best attempt to close the sale as it encourages the
customer to reveal his readiness or unwillingness to buy the product.
 Summary-of-benefits close- summarising and re-emphasis on the
benefits so as to get a positive responsefrom the prospective buyer.
 Assumption close-Simply assuming that the customer is ready to buy.
 SpecialConcessionclose-Providing the buyer with some extra benefits
 Multiple options close-Providing the prospectwith various options so as
to evaluate the degree of interest in each of the different options.
 Directappeal close-asking for orders in the straight forward manner.
 Combination close-Using of different i.e. two or more closing methods
at the same time.

Some questions and statements that could be used for closing the sale:
 Are you ready to sign the order form?
 When would you like to have the delivery of the products?
 The shipment can be arranged .Would you please tell me the date when
you would like the order to be shipped?
 Is this date satisfactory for delivery?
 May I get your signature on the order form?
 Which method of payment would you prefer?
 Based on the position I would recommend lease purchase plan for placing
your order with us
10- SERVICING:-
Servicing is one of the most important areas which has to be dealt effectively
because the customer loyalty and relationships are based on the service
provided to the clients once the sales has been completed. For HP maintaining
its clients with utmost satisfaction to them is the top priority and no
compromises are made on that front. The company not only provide in-store
service but also onsite service which not many organisations provide and this
makes HP set a part from rest of its competitors. The company makes sure that
the delivery of the products is made in time.
The company also provide online support system and the call centre people are
also very helpful to resolve the clients problems 24*7.
The company makes sure to do a follow-up with its clients once the products
have been delivered so as to make customers at ease and also make them feel
privileged. Your calls to customer care department would never go un-attended
and it is made sure that the customer is not put on hold for a long period of time.
The company aims at providing quick and efficient service to its customers and
replace the product as well under the warranty period without any problems if
the customer is not satisfied with the product .Also the company aims at taking
the feedback for the products and their service so as to constantly improve and
provide excellent service to its customers.

NOTES

References
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