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ë1. Prospecting.
ë2. Making first contact.
ë3. The sales call.
ë4. Objection handling.
ë5. Closing the sale.
PROSPECTING
ë Prospecting is all about finding prospects, or
potential new customers. Prospects should be
'qualified,' which means that they need to be
assessed to see if there is business potential,
otherwise you could be wasting your time. In
order to qualify your prospects, one needs to:
ë Plan a sales approach focused upon the needs of
the customer.
ë Determine which products or services best meet
their needs.
ë In order to save time, rank the prospects and
leave out those that are least likely to buy.
MAKING FIRST CONTACT
ë Thisis the preparation that a
salesperson goes through before they
meet with the client, for example via
e-mail, telephone or letter.
Preparation will make a call more
focused
THE SALES CALL
ë It is best to be enthusiastic about your product or
service. If you are not excited about it, don't
expect your prospect to be excited.
ë Focus on the real benefits of the product or
service to the specific needs of your client, rather
than listing endless lists of features.
ë Try to be relaxed during the call, and put your
client at ease.
ë Let the client do at least 80% of the talking. This
will give you invaluable information on your
client's needs
OBJECTION HANDLING

ëObjection handling is the way

in which salespeople tackle
obstacles put in their way by
clients. Some objections may
prove too difficult to handle,
and sometimes the client may
just take a dislike to you (aka
the hidden objection).
CLOSING THE SALES
ë This is a very important stage. Often salespeople
will leave without ever successfully closing a
deal. Therefore it is vital to learn the skills of
closing.
ë Just ask for the business! - 'Please may I take an
order?' This really works well.
ë Look for buying signals (i.e. body language or
comments made by the client that they want to
place an order). For example, asking about
availability, asking for details such as discounts,
or asking for you to go over something again to
clarify.
ë Just stop talking, and let the client say
'yes.' Again, this really works.
ë The 'summary close' allows the
salesperson to summarise everything that
the client needs, based upon the
discussions during the call. For example,
'You need product X in blue, by Friday,
packaged accordingly, and delivered to
your wife's office.' Then ask for the order.
ë The 'alternative close' does not give the
client the opportunity to say no, but forces
them towards a yes. For example 'Do you
want product X in blue or red?' Cheeky,
but effective
 !! # "  
-hatever you are selling ³ from a mobile phone to a
meal ³ the basic approach is the same. This briefing
covers the four stages:

ë  $% 
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ë Relationships are built where there is mutual
understanding between or among individuals.
However, this is not built overnight. Establishing
a relationship has certain requirements for it to
develop. This concept is especially true if the
individuals have just initiated a mutual
connection. For an existing relationship such as
that of family members, it simply needs to be
fostered and nurtured.

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+ 

ë Atthe core of relationship

marketing is exchange, that is
profitable to parties involved in the
exchange. The concept of exchanges
as it applies to relationship
marketing can be viewed at from
either a transaction cost analysis
approach or a social exchange
theory approach.

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+ 

ë Relationship Marketing refers to a long-term and

mutually beneficial arrangement where
both the buyer and seller have an interest in
providing a more satisfying exchange. This
approach attempts to transcend the simple
purchase-exchange process with a customer
to make more meaningful and richer contact by
providing a more holistic, personalized
purchase, and uses the experience to create
stronger ties..
THANK YOU