1. Sales Management
By:
Zabihullah N.
zabih.zaid@yahoo.com

2. Learning Objectives
- Sale Development Knowledge
- Sales Skills Development
- The selling process

3. Essential Sales Development Knowledge
- Company knowledge
- Product knowledge
- Prices
- Advertising and sales promotion
- Channels of distribution
- Customers
- Competition and industry

4. Sales Skills Development
- Involves 2 Elements
1. Have Persuasive Communication
Skills
2. Understand The Selling Process

5. 1- Having Persuasive Communication Skills
- Talking about product benefits to the
customer rather than the product’s all
features.
- Nonverbal body language – learning
to recognize a buyer’s nonverbal signs
and how to send out positive
nonverbal body signals.
- Questioning or probing and listening
skills.
- Using visual aids, and demonstrations
in the sales presentation.

6. 2- The Selling Process

7. I. Prospecting
A qualified prospect:
- Has the money to buy
- Has the authority to buy
- Has the desire to buy

8. Prospecting Continued…
Prospect v/s Lead
A prospect is a potential customer
who may present a good
opportunity for doing business
with the company.
A lead is just a contact
information.

9. Prospecting continued…
Prospecting Methods
- E-prospecting
- Cold calling
- Customer referral
- Company database
- Public exhibitions
- Orphaned customers
- Observation

10. II. Pre-approach
An important stage in the sales
process that means gathering and
analyzing all important
information about prospect
before engaging him or her in the
selling process.

11. III. Approach
“First impression is the last
impression”
The 1st face to face contact with
customer which sets the atmosphere
for other steps of the sale.
Establishes a relationship with the
customers.

12. Approach Continued…
Follow the following rules:
1. Arrive early to show you are
interested and give yourself time to
organize your thoughts.
2. Be well-dressed.
3. Introduce yourself and your
company.
4. Offer a business card.

13. Approach Continued…
5. Maintain good eye contact.
6. Provide verbal and nonverbal feedback.
7. Give customers your undivided attention.
8. Listen with empathy and an open mind.
9. Get him talking by asking open-ended
questions. But don’t ask too many questions in
a row.
10. Do not interrupt.

14. IV. Presentation
The rule of thumb before the
presentation:
40% preparation
20% presentation
40% follow-up

15. Presentation Continued…

16. Presentation Continued…
- Show how your product helps solve
customer’s problems.
- Make the presentation relevant to the
customer’s level of understanding.
- Get to the point. Don’t waste your
customer’s precious time.
- Be interesting. Not boring.
- Believe in your product/service.

17. Presentation Continued…
Reduce customer fears by:
1. Money back/satisfaction guarantees.
2. Favorable, convenient return policies.
3. Warranties.
4. Free trials.
5. Testimonials.
6. Quality standards.

18. Presentation Continued…
Your final goal is to prove that:
- Customer needs your product or service.
- Your product is the solution to his
problem.
- You are the person from whom he should
buy.
- Your company is the one to deal with
- The time to buy is now.
- The price and terms are fair.

19. V. The Trial Close
It involves checking the prospect’s
attitude toward the sales presentation.
A salesperson may use it in the following
ways:
- How does that sound to you?
- What color do you prefer?
- Would you like to have one or two?
- What price range can you afford?
- What other services are you looking for
along with this? Etc.

20. VI. Handling Objections
An objection is anything the prospect says or does
that is an obstacle to smooth closing.
Why a customer objects:
- Dislike decision making.
- Prefer old habits.
- Reluctance to give up something old for
something new.
- Unpleasant past associations with you or your
company.
- Resistance to domination.
- Perceived threat to self image.
- Your presentation is misunderstood.

21. Elements for Objection
1. Price
Don’t give the price early. Explain the
benefits first. If insisted, give the price
and go to selling process quickly.
2. Price/value
Ask for an incident with respect. If
true, explain how the problem has
been overcome.

22. Objection Continued…
3. Product/Service
Offer variety of samples. Talk about the
new manufacturer. Explain different
service packages, etc.
4. Salesperson
Accept and appreciate. Continue with
the selling process.
5. Company
(your views)

23. Objection Continued…
Start your replies to Objections with:
“You raised an excellent point…..” or
“Right. Let me make myself clear…..” or
“I understand how you feel…..” or
“Well, let me put it this way…..” or
“Ok sir. Suppose if..… . Will you…?” or
“I am afraid it may not be true. We
have....................” or
………………………….. (your views).

24. VII. The Close
Closing is the process of helping people
make a beneficial decision.
Certain Closing methods include:
1. Giving Customer time to think.
2. Ensuring a customer can afford what you
are selling.
3. Emphasizing how now is the best time to
buy.
4. Use a calculator to count the benefits.
5. Letting the customer know that not
everyone is offered this product or service.

25. The Close Continued…
6. Closing on a future date.
7. Saying how the product/service
is for intelligent people.
8. Showing the cost of not buying.
9. Showing how others are queuing
up to buy the product/service.
10. Giving them of other similar
customers examples.

26. The Close Continued…
Always have Patience:
1. 48% quit after the 1st contact.
2. 73% quit after the 2nd contact.
3. 85% quit after the 3rd contact.
4. 90% quit after the 4th contact.
5. 10% get the business.
Remember 80% of the customers
can be closed.

27. VIII. The Follow-Up
- It’s not over when the customer
buys your product/service.
- Make sure delivery is made,
customer is trained, and customer is
happy.
- Periodically, check in with
customer. Don’t just show up when
it’s time to make another sale.
- Assist the customer in getting the
replacement parts.

28. Questions and Discussions….