Sales Management: Products and Services. Dr Jae K Shim

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СКАЧАТЬ Chapter 9: Opening the Sales Interview

       Objectives of the opening

       The salesperson’s attitude and approach

       Things to avoid

       Making appointments

       First-call obstacles

       Chapter 10: Handling Objections

       Common causes for objections

       Common types of objections

       Considerations for handling objections

       Methods for answering objections

       Agree and qualify

       Make the objection serve as a selling point

       Ask questions for further explanation

       Agree that the objection is valid

       Delay the answer

       Politely deny that the objection is valid

       Pass up or ignore the objection

       Chapter 11: Closing the Sale

       Coming difficulties in closing

       Considerations for effective closing

       Timing

       Frequency of trial closes

       Trial or preliminary closes

       Control of the sale

       Reserve selling points

       Fit the item and quantity to the prospect’s needs

       Methods for closing

       The alternative-choice close

       Securing a series of acceptances

       Summarize and review

       Get the prospect to make minor decisions first

       The conditional method

       Pointing out greater risks of waiting

       Limited supply

       Special offer or concession

       Alteration of product

       Trial offer

       Bringing in help for the close

       Changing the course of the interview

       The direct appeal

       Special techniques for closing

       Prevention of objection

       Narrowing the choice

       Emphasizing key features

       Handling a third party

       Getting the signature or approval

       What to do if the prospect doesn’t buy

       Chapter 12: Customer Relations

       How to develop good relations with customers

       Serve rather than sell

       Postsale instructions and helpful suggestions

       Reassure the customer

       Look for unrelated ways to help the customer

       Express appreciation

       Remember and recognize customers

       Develop a professional reputation

       Handle complaints properly

       Entertaining

       Holding accounts

       Chapter 13: Ethics in Selling

       The salesperson’s responsibility to the consumer

       The salesperson’s responsibility to her company

       The salesperson’s responsibility to her competitors

       The salesperson’s responsibility to her fellow salespeople

       The salesperson’s responsibility to the government and society

       The salesperson owes something to herself and her family

       SMEI’s International Code of Ethics for Sales and Marketing СКАЧАТЬ