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MKT 313 Final: sales call part 3

Terms in this set (25)

the process of helping people make a decision that will benefit them.
closing
can refer to anything that prospects say or do indicating that they are ready to buy.
buying signal
This technique provides your prospect with a choice between items or the quantity, but never between something and nothing
alternative choice close
For some prospects its easier to concede several minor points about a product. Making big decisions sometimes are tough for buyers. By having them make decision about small points first the ending buying decision wont seem so frightening
minor-points close
-The salespersons assumes the prospect will buy. Statements are made like, "I'll call your order in tonight" or "I'll have that shipped to you tomorrow."
assumption close
-During your presentation remember the main FABs of interest for the prospect, summarize those benefits in a positive manner, then ask for the order.
-Most popular close
summary of benefits close
-Here instead of summarizing the product benefits, the salesperson develops a series of benefit questions that the prospect must answer. Everyone question is positive and something the prospect is interested in. This is important to you? Yes. This? Yes. You want to buy...YES!
-Could be seen as trickery or insulting
continuous yes close
-Put a "T" on paper to compare pros & cons
-Some suggest why not to act on left, to act on right to end on positive note
-Modified version does not write down negatives so that only positive things are written to contemplate
balance sheet close
-When someone tells you, you can't have it, you instantly want it! So when faced with an indecisive prospect, or if you want to have the prospect purchase a larger quantity, indicate that if they do not act nowthey may notbe able to buy in the future.
-"Price increases next week" or "limited quantities available" ...
standing room only close
-The infamous..."I want to think it over". Your response... When I call back next week, what is the probability out of 100% that you and I will be doing business together?
-Makes them focus on the objection and reveals true objections
-High probability means close the sale, low probability means leave
probability close
-Discussing price v. value
-Main goal is not to haggle over who gets the larger slice of pie, but to find ways for everyone to have a fair deal. Here both the buyer and the seller win.
-Be positive, be helpful, be concerned, show interest
negotiation close
-May show past purchases & sales trends
-Asks for the buy outright
direct appeal close
-"It appears that a 250% ROI does not meet your requirements. You have my card. Thank you for your time."
takeaway close
80% of sales occur after the ___th call
5th
__% of salespeople quit after the first call
53%
__% quit after the second call
25%
__% quit after the third call
12%
__% keep going
10%
The average business heard from what percentage of it's unhappy clients?
4%
Of those who don't bother to complain, what percentage have significant issues?
25%
What percentage of complainers stay with a company after their problem is resolved?
60%
What percentage of complainers stay with a company after their problem is resolved... quickly?
95%
A dissatisfied customer will typically tell how many people?
11-20
A satisfied customer will typically tell how many people?
3-5
customer attrition causes:
% poor service
% product dissatisfaction
% price
50-70% poor service
12-15% product dissatisfaction
10-15% price
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