Ch 9. The Pre-Approach
What sales activities take place in the Pre-Approach step of the sales process?
Research, Preparation, and Planning
What sales activities are taking place in the Approach step of the sales process?
Making initial contact with the prospect
Rapport building
Setting first impressions
What is the definition of an objection?
An objection is when a Prospect questions or hesitancies about either the product, service, or company. An objection is a statement of risk by the prospect and an opportunity for the salesperson to dig in.
What is the difference between a trial close and a close?
Trial close asks for an opinion.
Close asks for a decision.
What sales activities take place in the Follow-Up part of the sales process?
Follow-up entails everything that takes
place after the sale is closed including
• Getting signatures on all contracts
• Other paperwork
• Scheduling of delivery and/or installation
• Post delivery & installation check-ins
- Demographics (Size, Locations, etc.)
- Company news
- Financial performance
Lauren has been sending out emails to potential prospects but hasn't had much luck in getting responses. She has been copying and pasting an email template and sending that to everyone on her contact list. What should she do instead to be more effective in her approach?
Personalize the email messages
What is the most common objection that salespeople hear?
Price
While in a meeting with a client, salespeople should be looking for behaviors or signals that a buyer is ready to close and move forward. What would be a signal from the buyer to indicate to a salesperson that it would be appropriate to close and ask for the business?
Buyer asking positive questions
Buyer displaying positive body language
You've overcome an objection the buyer gave you
Why is the Follow-Up part of the sales process important?
- Follow-up makes a relationship grow and prosper.
- Most customers evaluate the performance of the
product or service they bought in the follow-up
- The best way to make the next sale is by the way you handle things after the sale.
- It is more time consuming and expensive to obtain new clients than to keep the ones you have
Name something that would be of value to research about your prospect company's customers in the pre-approach stage
• Customer demographics
• Size of customer base
• What customers are saying about your prospect
• Customer buying trends
What type of sales approach would be best in the following scenario?
You know that your customer isn't big on small talk and doesn't like a lot of "fluff" in meetings. They like to get right to business. What type of approach would be best to open the meeting?
Agenda approach
Mike is in the presentation part of the meeting and is describing the offerings of his product to the client. Mid-presentation, he stops to ask the following question to the client: "Can you see this product helping increase team productivity?" < This question is an example of what type of close?
Trial Close
In a negotiation, when one of the involved parties agrees to change a position in some kind of fashion, this would be called a ________.
Concession
Name a type of feedback loop
Secret Shopper
Customer Satisfaction Surveys
NPS (Net Promoter Score)
Specific
Measurable
Actionable
Realistic
Timebound
What type of SPIN Selling question is the following?
"If this problem continues to occur, what could be the long-term impact to your organization?"
Implication Question
What type of objection is the following statement?
"This security system seems very robust, but I think it's going to be too complicated for my staff to use."
Product Objection
Katie is preparing for a price negotiation with one of her clients. She knows that the absolute lowest price she can offer is $25 to still be profitable. She ideally would like to land at a price of $30, however she plans to initially quote the buyer $34 per unit. What step of the Negotiation Process is Katie in?
1st Step or Pre-Negotiation
What is the question asked in the Net Promoter Score (NPS) feedback loop?
"How likely would you be to
recommend this product or service to a friend or colleague?"
The statement: "If I can prove that I can reduce your labor costs by 10%, would you be willing to make a commitment?" is an example of a _______ benefit statement
specific benefit statement
What type of SPIN selling question is the following?
"If I were to tell you that our software system would not only be more user friendly for your employees to use but would be more cost effective, would you be interested in learning more?"
Need- Payoff question
What type of objection is the following statement?
"You seem young in your role.. how do I know I'll get the same level of service from you as I did my last sales rep?"
Source Objection
Katie is preparing for a price negotiation with one of her clients. She knows that the absolute lowest price she can offer is $25 to still be profitable. She ideally would like to land at a price of $30, however she plans to initially quote the buyer $34 per unit. What type of position is the $34 per unit quote?
Opening position
Promoters - Detractors = Net Promoter Score