Материал из википедия КГПА
Every (good) salesperson realizes that there is a sales cycle that must be gone through to obtain the sale, regardless of size of the sale. Here are seven steps to follow throughout the sales process to help ensure an effective sale.
Prepare - you, like a salesperson, should always prepare yourself during the day, for that customers, but for the sale. For some salespeople, preparation may entail understanding the products, pricing, and inventory that's available either from the company or in the location. For others, preparation may entail getting in the best mindset to meet with customers, obtaining competitors information, and setting new appointments. Regardless, preparation is imperative to ensuring a smooth sales cycle.
Engage the client - if you're face-to-face with the customer, then engaging eye-to-eye contact, using appropriate body language, and keeping the customer focused on the topic available is essential to engaging the customer within the sale. If you sell a service or product over the telephone, you must capture the customer's attention with the way you talk (i.e. words, how fast / slow you speak, etc.) and also the customer should be thinking about the product or service to stay attentive.
Begin a Relationship - everyone purchases from family and friends. The more the client seems like they're a 'friend', the more likely he or she will buy the service or product. My motto in sales happens to be "Everyone is really a VIP". I treat every customer which comes in just like a family member or friend. I don't sell them something which I understand they won't like or want, and that i don't push services or products in it when it is obvious they are not interested. Now, if I can gain their attention and interest, i quickly have a chance money items to them.
Qualifying Questions - I've always promoted "Qualify your customer" - meaning that you need to ask specific questions concerning the products / services you are selling to ensure that is what the client needs or wants. For instance, when the customer is purchasing a cell phone and seriously doesn't use email, apps, or social networking sites (generally present in senior generations), i quickly am not likely to sell that customer a smartphone. Instead, I'll sell him or her a fundamental phone that I know he or she will be happier with.
Pitch the Product / Service - once you have asked the qualifying questions and gained an awareness of the needs and wants from the customer, it is your turn to pitch your product or service to the customer. The pitch mustn't sound like it is memorized, it should be personalized, also it should be consistent with exactly what the customer has already said. If these musts are not followed, then you'll lose the sale. Getting started with something similar to "Based on what you've told me" or "It sounds like you could take advantage of XYZ product / service" could make the all the difference to keep your customers attention. If they observe that you've really listened to them they'll relax a little more and really think about your recommendations. I also recommend offering a few alternatives to what you are looking to get the customer to purchase. This can provide them with the choice and make them feel more in control of the sales process.
Overcoming Objections - in almost any industry and in any type of sale you will ultimately run into a minumum of one customer who has objections for your product / service. Most objections could be overcome by explaining the merchandise in more detail (without confusing the customer), offering other alternatives, and showing the client the worth in the product / service. Make sure that you termed as much as you are able to concerning the product or service to be able to answer the shoppers questions on the spot without needing to return to him or her with an answer. Sometimes you need to do this, but when this happens your odds of closing the sale are reduced.
Close the Sale - this is actually the difficult part for a lot of salespeople. This definitely takes practice (if you aren't a natural). Finding your very best closing techniques may take a while, but keep trying. There are a couple that I use the most:
The Assumptive Close - this is when I 'assume' that they are going to purchase. Generally, I simply ask the way they would like to pay, or I only say "come on to my office / desk and we'll obtain the paperwork started for you".
The Alternate Choice Close - as I discussed earlier, giving your customer options can in the sales process, but it can also help within the closing from the sale process. Typically, I'd say something like "So, should we get you started with [product / service], or [second product / service]". Once they've chosen which option they like best then you have closed the sale.