Download VTU (Visvesvaraya Technological University) MBA 4th Semester (Fourth Semester) 16MBAMM401-Sales Management SM Module 2 Important Lecture Notes (MBA Study Material Notes)
SELLING?SKILLS?AND?
STRATEGIES
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Selling
strategies
Price ?
product
strategy
Win ? win
strategy
Client
centered
strategy
Negotiation
strategy
Hard sell
and Soft sell
strategies
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Selling
strategies
Price ?
product
strategy
Win ? win
strategy
Client
centered
strategy
Negotiation
strategy
Hard sell
and Soft sell
strategies
Pre-sales
Preparation
Prospecting
Pre-approach
before the
interview
Approach to
the customer
Sales
presentation
Handling
customer
objection
Closing the
sales
Follow up
action
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Selling
strategies
Price ?
product
strategy
Win ? win
strategy
Client
centered
strategy
Negotiation
strategy
Hard sell
and Soft sell
strategies
Pre-sales
Preparation
Prospecting
Pre-approach
before the
interview
Approach to
the customer
Sales
presentation
Handling
customer
objection
Closing the
sales
Follow up
action
? Product
? customer
? company knowledge
? Competitors knowledge
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Selling
strategies
Price ?
product
strategy
Win ? win
strategy
Client
centered
strategy
Negotiation
strategy
Hard sell
and Soft sell
strategies
Pre-sales
Preparation
Prospecting
Pre-approach
before the
interview
Approach to
the customer
Sales
presentation
Handling
customer
objection
Closing the
sales
Follow up
action
? Product
? customer
? company knowledge
? Competitors knowledge
Identify and define the prospects
Search for sources of potential accounts
Quality the prospects from the suspects
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Selling
strategies
Price ?
product
strategy
Win ? win
strategy
Client
centered
strategy
Negotiation
strategy
Hard sell
and Soft sell
strategies
Pre-sales
Preparation
Prospecting
Pre-approach
before the
interview
Approach to
the customer
Sales
presentation
Handling
customer
objection
Closing the
sales
Follow up
action
? Product
? customer
? company knowledge
? Competitors knowledge
Identify and define the prospects
Search for sources of potential accounts
Quality the prospects from the suspects
? Cold canvassing
? Orphaned
? Prospect pool
? Centre of influence
? Direct mail
? Observation
? Referral
? Sales lead club
? Non competing sales force
? Trade show
? Telemarketing
? Networking
? Friends
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Selling
strategies
Price ?
product
strategy
Win ? win
strategy
Client
centered
strategy
Negotiation
strategy
Hard sell
and Soft sell
strategies
Pre-sales
Preparation
Prospecting
Pre-approach
before the
interview
Approach to
the customer
Sales
presentation
Handling
customer
objection
Closing the
sales
Follow up
action
? Product
? customer
? company knowledge
? Competitors knowledge
Identify and define the prospects
Search for sources of potential accounts
Quality the prospects from the suspects
? Cold canvassing
? Orphaned
? Prospect pool
? Centre of influence
? Direct mail
? Observation
? Referral
? Sales lead club
? Non competing sales force
? Trade show
? Telemarketing
? Networking
? Friends
? Attracting customer attention
? Creating Interest
? Arousing desire and building conviction
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Selling
strategies
Price ?
product
strategy
Win ? win
strategy
Client
centered
strategy
Negotiation
strategy
Hard sell
and Soft sell
strategies
Pre-sales
Preparation
Prospecting
Pre-approach
before the
interview
Approach to
the customer
Sales
presentation
Handling
customer
objection
Closing the
sales
Follow up
action
? Product
? customer
? company knowledge
? Competitors knowledge
Identify and define the prospects
Search for sources of potential accounts
Quality the prospects from the suspects
? Cold canvassing
? Orphaned
? Prospect pool
? Centre of influence
? Direct mail
? Observation
? Referral
? Sales lead club
? Non competing sales force
? Trade show
? Telemarketing
? Networking
? Friends
? Attracting customer attention
? Creating Interest
? Arousing desire and building conviction
? Canned presentation
? Organized presentation
? Tailored presentation
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Selling
strategies
Price ?
product
strategy
Win ? win
strategy
Client
centered
strategy
Negotiation
strategy
Hard sell
and Soft sell
strategies
Pre-sales
Preparation
Prospecting
Pre-approach
before the
interview
Approach to
the customer
Sales
presentation
Handling
customer
objection
Closing the
sales
Follow up
action
? Product
? customer
? company knowledge
? Competitors knowledge
Identify and define the prospects
Search for sources of potential accounts
Quality the prospects from the suspects
? Cold canvassing
? Orphaned
? Prospect pool
? Centre of influence
? Direct mail
? Observation
? Referral
? Sales lead club
? Non competing sales force
? Trade show
? Telemarketing
? Networking
? Friends
? Attracting customer attention
? Creating Interest
? Arousing desire and building conviction
? Canned presentation
? Organized presentation
? Tailored presentation
? Handling customer objections
? Closing the sales
? Follow up
FirstRanker.com - FirstRanker's Choice
MODULE?2
SELLING?SKILLS?AND?
STRATEGIES
? Selling and buying Styles
? selling skills, situations
? selling process
? sales presentation
? Handling customer objections
? Follow-u action.
Selling is one of the most challenging
professions of the modern world.
These are the sum total of aptitudes and
skills such as communication skills, listening
skills, conflict resolution skills, problem
solving skills and negotiation skills.
Buying styles vary depending upon:
? Capability to pay
? Quantity of purchase
? Ability to take risk- Innovators Vs Laggards
Theory of diffusion
? Bargaining power of the buyer
? Competitors
? Personality traits
? Innovators
? laggards
? People who are adventurous and have high
risk capital are the overnight buyers.
? These buyers are the INNOVATORS In the
market place.
? Who mostly buy on impulse and consider non
functional reasons for making a choice.
? This set of people are followed by another
group who accept new products and
innovations after observing the innovators
using it.
? Similarly customers personality traits also
influence the pattern and style of buying.
? The risk ? averse customers always take
multiple variables into consideration before
they make a final decision.
? Number of competitors
? Prevailing level
? Quality
? Switching cost
? A typical selling situation says what kind of
customers a salesperson is going to face and
what kind of sales approach will help him to
closing a sale in that situation.
? Organizational selling: the customer represent a
group interest/ purchase dept in the organization.
? Service and solution selling: customer does not
come with a specific parameter and during the sales
presentation the customer may unravel the problems
& develop criteria.
? Retail selling : the customer walks in to the store
with the intention of buying a product.
? Cold calling : make an unsolicited visit or telephone
call to someone in an attempt to sell goods service.
? Pharmaceutical selling; the sales person
makes a sales presentation to doctor who is
not the original customer but customer
decision making largely depends on what the
doctors prescribes.
? Creative selling : the salesperson tries to sell
an abstract thought to the customer.
? It explain what kind of customers a
salesperson is going to face & what kind of
sales approach will help
? Telecalling- More chance of regection
? In B to B ? specific pattern , problem and
solutions are defined
? Service & solution selling- unravel his
problem , identify his interest
? Retail- customer walks in with intention to
buy
? Cold call or door to door- no intention from
customer, salesman identify the potential
? Communication
? Listening skill
? Conflict management skill
? Problem solving skills
? Negotiation skills
THE GOOD
SALESMAN
THE UGLY
SALESMAN
THE BAD
SALESMAN
Honest
Admits the mistakes
Possesses problem
solving capabilities
Friendly but
professional
Dependable
Adptable
Well prepared
Knows my business
Patient
Does not follow up
Walks in without
appointment
Begins call by talking
casual
Puts down competitors
products
Has poor listening skills
Makes too many phone
calls
Makes lousy
presentations
Fails to ask about needs
Lacks product
knowledge
Wastes time
Has a alec attitude
Calls customer dear /
sweetheart
Gets personal
Does not give
purchasing people
credit for their
intelligence
Lies
lazy
SELLING
SKILLS
PROBLEM SOLVING
SKILLS
CONFLICT
MANAGEMENET SKILLS
NEGOTIATION SKILLS
LISTENING SKILLS
COMMUNICATION SKILLS
Communication is exchange of idea and
information between two parties.
? Business believes the trust between buyer
and seller depends on five elements in sales
person behaviour.
Buyer believes seller because?
? Truth of words communicated
? Predictability of action
? Competency- ability/knowledge/resources
? Intent or Empathy
? Likeability
? Personal
? Non-personal- use of mass media
Intended
message
Encoding
Sent
message
Channel
Perceived
message
Decoding
Received
message
Feedback
Noise
? Personal appearance
? Posture
? Gestures
? Facial expressions
? Eye contact
? Space distancing
? Research suggests that people are only 25%
efficient in their ability to listen
? Average person remembers 50% after 10
minutes
? Then forget 50 % of that within 48 hours
? Content listening- Sales representative to
customer/understanding the content.
? Critical listening- Evaluating the
meaning/logical level of argument/strength of
the evidence
? Empathetic listening- Understand the feelings,
needs and demand so that it can be appreciated
?Physically hear message and take note
?Affected by external factors i.e noise
?Infer speaker?s meaning based on own experiences
?Need to understand speaker?s frame of reference
1.Receiving
?Store message for future reference
2. Interpreting
?Consider points mentioned and assess their importance
3. Remembering
?Reacting to speaker?s message
4. Evaluating
?In certain occasion, action is vital. Put all promised
action in writing and make sure to deliver promises
5. Responding
6. Acting
Feedback
Paraphrasing
Clarifications
Empathetic listening
Active listening
PHYSICAL
BARRIERS
PSYCHOLOGICAL
BARRIERS
LINGUISTIC
BARRIERS
CULTURAL
BARRIERS
1)Noise
2)Physical
Discomfort
3)Physical
Distraction
s
4)Distance
1)Cultural
Differences
2) Different
values
3)Different
social norms
1)Emotional
Disturbance
2)Anxiety
3)Over
arousal of
Emotions
1)Improper
Message
Decoding
2)Ambiguous
Language
3)Jargon
1)Avoiding
2)Accommodating
3)Competing
4)Collaborating
5)Compromising
? Interests
? Emotions
? Values
Frustration and aggression are the major
reasons of conflict
Negotiation?occurs?when?someone?else?has?what?you?
want,?and?you?are?prepared?to?bargain?for?it?and?vice?
versa.
? Situations and timings for negotiation.
? Formulation of a bargaining strategy
Roger Fisher and Willliam Ury proposed four
principles for conducting principled
negotiation.
1) Separate the people from the problem
2) Focus on interest, not on positions.
3) Invent options for mutual gains.
4) Insist on objective criteria.
1) Acting crazy
2) Auctioning
3) The good guy bad guy routine
4) Big pot
5) Budget bogey
6) Get a prestigious ally
7) The well is dry
8) Limited authority
9) Divide and conquer
10) Whats the rock bottom price?
11) Get lost/stall for time
12) Take it or leave it
A sales person should not be mere order
taker, he should rather act as a problem
solver and a consultant to the customer.
CHARACTERISTICS INEFFECTIVE EFFFECTIVE
Attitude Thinking nothing can be
done
Believes the problem can
be solved
Actions Lies back and expects
that a solution will come
naturally.
Re evaluates the
problem several times to
look at the issue from
different angles.
accuracy Does not check Checks and rechecks
Solution procedures Does not break the
problem, let it be as it is.
Breaks the problem and
solves.
Define the problem
Generate alternative solutions
Decide the solution
Implement the solution
Evaluate the solution
Selling
strategies
Price ?
product
strategy
Win ? win
strategy
Client
centered
strategy
Negotiation
strategy
Hard sell
and Soft sell
strategies
Pre-sales
Preparation
Prospecting
Pre-approach
before the
interview
Approach to
the customer
Sales
presentation
Handling
customer
objection
Closing the
sales
Follow up
action
? Product
? customer
? company knowledge
? Competitors knowledge
Identify and define the prospects
Search for sources of potential accounts
Quality the prospects from the suspects
? Cold canvassing
? Orphaned
? Prospect pool
? Centre of influence
? Direct mail
? Observation
? Referral
? Sales lead club
? Non competing sales force
? Trade show
? Telemarketing
? Networking
? Friends
? Attracting customer attention
? Creating Interest
? Arousing desire and building conviction
? Canned presentation
? Organized presentation
? Tailored presentation
? Handling customer objections
? Closing the sales
? Follow up
? 1. Explain the different selling skills and selling strategies. (Jan 2012)
? 2. Write a note on different types of selling skills? (Dec-2012)
? 3. Explain briefly the selling process
? 4. Explain 3 types of sales presentation.
DATE OF SUBMISSION : 22
nd
May, 2017
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This post was last modified on 18 February 2020