sales cycle
TRANSCRIPT
The Sales CycleSupporting website
The Sales Cycle
http://flickr.com/photos/meanestindian/2151907298/http://flickr.com/photos/meanestindian/2151907298/
The Sales Cycle
Welcoming
• Greeting– Opening or starting the sale
– Approaching the customer
– Building/ establishing rapport
Welcome
1. Make quick, friendly eye contact2. Stand up (if sitting)3. Shake hands4. Use a natural greeting phrase5. Smile6. Think of the buyer as a friend7. If necessary tell them you will be right with
them
Welcome
1. Invite them to sit down
2. Use the client’s name
3. Use the most powerful word
4. Echo their words, mirror their mood
5. Professional Appearance and Environment
Determining Needs
• Questioning– Probing
– Assessing the situation
– Gathering information
– Obtaining information
– Uncovering needs
Determining Needs
• You meet someone from out of town and they ask “Where should I have dinner”. What would you recommend?
Determining Needs
• Did you provide a recommendation?
• If you did how did you know what this person would like?
• What questions should you have asked?
Determining Needs• There are four distinct types of buyers– Each possesses a different depth of knowledge
Buyers
• Don’t take it for granted that a client with a good or deep knowledge knows everything
• Take this test and see how much you know
Assumptions a well-informed client might have
• Answer the following questions:
2.A direct flight and a non-stop flight are the same thing – True or False
3.Adjoining rooms in a hotel have a door between them – True or False
4.If you’re on a “hosted tour”, a tour manager will take care of your needs – True or False
5.An intermediate care is usually the same as a mid-size car – True or False
Assumptions
1. Hawaii is rainiest in summer – True or False
2. A cruise ship’s inside staterooms don’t have windows – True or False
3. Airplanes take people faster from city to city than trains do – True or False
4. Car rentals always cost more if you pick up in one city and drop off in another – True or False
Determining Needs
• Regardless of how good their knowledge is
• You should spend a little time exploring what and where the client’s knowledge has come from eg. friends, internet, personal experience
• In tourism you should try to apply a consultative technique of selling (needs and desires)
• As probing questions – form a relationship
Determining Needs
• Now you have ascertained their knowledge base – just what kind of clients are they:– A shopper
– A browser
– Or a buyer
Determining Needs• Shopper– Usually know what they want and are looking for a
good deal• Strategies for dealing with them– Fear based closing tactic – “these reservations may
not last”– Muddy the waters – offer alternatives the client may
not have considered– Match the best price they have received– Ask qualifying questions – shows you care makes you
stand out from the other salespeople– Offer to make a reservation without immediate
financial commitment
Determining Needs
• Browser– Don’t really know what they want
– Require a lot of personal attention
– Divulge lots of personal information to you
– May not be too serious about their trip or tour – now or ever
– Use careful but limited questioning to see if they can become a buyer
Determining Needs
• Buyer– They definitely want to make a booking
– May have once been browsers or shoppers but now want to close the deal with you
– You must have impressed that client with your skills and careful question enough to make them come back to you
Recommending Solutions
• Presenting recommendations– Delivering your ideas
– Linking solutions to needs
– Sharing knowledge
– Making a sales presentation
– Matching needs with products
Addressing Concerns
• Countering Objections– Overcoming obstacles
– Handling objections
– Reducing resistance
– Providing reassurance
– Responding to concerns
Enhancing the Sale
• Upselling
• Cross selling
• Adding Value– Making additional recommendations
Achieving an Agreement
• Closing– Getting the business
– Earning a commitment
– Making the sale
Follow up
• Ensuring satisfaction– Obtaining feedback
– Creating loyalty