This presentation deals with consumer buying model to give insights on consumer psychology. It defines personal selling and its nature and objectives. It further details the steps and techniques of personal selling process. And finally it differentiates between relationship selling and transactional selling
2. Consumer buying process
Problem / Need recognition
Information search / collection
Evaluation of alternatives
Purchase decision
Post-purchase behaviour
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3. Stages of consumer buying process
1. Problem recognition
Internal stimuli (hunger, prestige)
External stimuli
2. Information search
Low involvement V/S High involvement category
Visiting stores, asking friends, talking to sales
personnel, Internet
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4. Stages of consumer buying process
3. Evaluation of alternatives
Evaluation of product features
Brand beliefs: Price, quality, safety and life
Positive & negative emotional beliefs
4. Purchase decision
Most preferred brand
Attitude of others: Friends, published reviews
Situational factors
Brand; timing; quantity; payment method
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5. Stages of consumer buying process
5. Post-purchase behavior
Meeting customer expectations
Satisfied: Repurchase, brand ambassadors
Dissatisfied: Return product, stop buying,
negative word of mouth, complain, legal
recourse
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6. Personal Selling
According to AMA, “Personal Selling is an oral
presentation in a conversation with one or more
prospective purchaser for the purpose of
making sales”
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7. Nature of Personal Selling
Face to face contact
Two – way communication
Helps build long term customer relations
Highly effective method of promotion
Flexible
Expensive
Limited reach
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8. Objectives of Personal Selling
Product Awareness
Creates interest
Provides information
Causes demand
Reinforcing brand
Increase sales volume
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9. Personal Selling Process
Steps:
1. Prospecting & Qualifying
2. Pre-approach
3. Approach
4. Presentation & Demonstration
5. Overcoming objections
6. Closing the sale
7. Follow-up & Service
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10. 1. Prospecting & Qualifying
Prospect or a potential customer is
someone who needs a product and
has an ability to buy
Search for new markets /
customers
Methods:
i. Referrals from existing
customers
ii. Internal company sources
iii. Sales people networking
iv. Cold canvassing
v. Standard Databases
Qualifying means the prospect is
qualified to meet necessary
standards and receive further
attention
Have the need for the product
Can afford the product
• Category:
i. Hot – Good requirement &
financially sound
ii. Warm – Medium requirement
& financially sound
iii. Cool – Low requirements & low
affordability
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11. 2. Pre-approach
i. Information gathering:
Details about prospects: Business, purchasing
practices, problems faced, industry challenges
Sources: Internet, trade magazines, newspapers,
annual reports, existing customers
ii. Planning the sales call:
Setting call objectives
Sales strategy – Presentations, messages,
behavior
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12. 3. Approach
Make an appointment to meet the prospect
Favourable first impression
Appearance, dressing sense, attitude, opening
lines, greetings
Get the attention of prospects
Arouse interest
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13. 4. Presentation & Demonstration
Presentation:
i. Understanding buyer’s needs
Relevant questions – situation/problem/impact/solution
ii. Sales presentation methods
Attention, Interest, Desire, Action (AIDA)
Features, Advantages, Benefits, Value (FABV)
Problem – solution
Team Selling
iii. Effective presentation
Tailored to the situation
Persuasive & Convincing
Use of technology
Easily understood
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14. Presentation & Demonstration (Cont.)
Demonstration
Important selling tool
Prove benefits
Reduce risk of wrong buying
Potential to clear buyer’s doubt
Potential to suit specific customer needs
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15. 5. Overcoming objections
Welcome objections & handle satisfactorily
Important to sales
Types of objections:
i. Psychological – predetermined beliefs, preferences,
decision-making, anxiety.
ii. Logical – quicker delivery, high price, quality, availability
Methods of handling objections:
i. Asking questions
ii. Focus on benefits
iii. Denial
iv. Third – party certificate
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16. 6. Closing the sale
Closing means asking customer for order
It helps buyer make a decision
Trial close: Technique to check customer’s attitude /
opinion before closing
Favourable response to trial close: Ask for order
Negative response to trial close: Go back to presentation
Readiness to buy signals:
Examines the product
Ask a friend’s opinion
Asks questions
Becomes friendly
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17. Closing Techniques
1. Alternative choice close – Choice between
two or more items
2. Minor points close – Choice on variants,
Options on delivery; payment, etc.
3. Assumptive close – Delivery options, non-
verbal actions of packing; getting the card
swipe machine
4. Summary of benefits close – FABV Approach
5. Special offer – Irresistible offer to customer
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18. 7. Follow-up & Service
Sales personnel’s job is not over after closing the
sale. Customer service is crucial to maintain
long-term relations
Check customer order
Plan follow-up visit at delivery
Account penetration
Relationship marketing (CRM)
Cross-selling & Up-selling
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19. Transactional V/S Relationship Selling
Parameters Transactional Selling Relationship Selling
1. Objective Get orders / sales Become preferred seller
2. Focus Presentation, closing Build trust, CRM
3. Customer type Many customers with low
profit potential
Fewer customers with high
profit potential
4. Relationship length Short term (Days) Long term (Years)
5. Sales team Junior level sales people Mix of senior level and
medium level sales people
6. Selling efforts Low to medium High, with diverse
functions
7. Pricing strategy Competitive; Lowest prices
to get sales
Mutually acceptable prices
for profits
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