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Contents Stages in a sales cycle 5 stride call process

Role play Make a sales call to a prospective customer

Learning From the Role-play Observations What preparations did you make before the Sales Call? Did you know about the products? Did you carry brochures and use them during your call? What steps did you follow during the call? Did you find out the needs of the customer? Were you able to answer all queries of the customer? Do you think that this customer will buy your product?

Qualities of a successful seller Knowledge of Company Products Processes Competition Technology Market Skills Sales skills Communication Listening Probing Values Integrity Honesty Tenacity Daring Do you have the required qualities to be a successful seller?

When the seller has An identified buyer Product/ service to sell A Place where the two can meet / transact When the buyer has M oney A uthority to take Decision N eed A successful sale benefits both the buyer and the seller When does a sale happen?

Stages In The Sales Cycle Pre-sales preparation 5 stride process Post sales follow-up Stages Creates readiness to meet the customer Gives structure to the sales call To Ensure complete and correct closure of the sale Why ? Adhere to Beat Plans, List Prospects, Be well groomed, update sales kit Introduction Customer needs identification Sales pitch Objection handling Closing the sale Follow up calls, Collect proper documents, Fill the DSR, Ensure Welcome Kit delivery How ?

Step 1- Pre sales preparation Knowledge Company, Product, Competition, Processes, Technology, Market Tools DSE 5 stride manual, Sales Kit, Proper application forms, Writing pad and pen, Grooming Dress well (Ironed shirt and pants, polished shoes, wear a perfume), Do not chew gum, supari or paan, Beat plan Follow a beat plan, Should include cold calls, follow-up calls and new leads

Step 2- DSE 5 stride process Introduction Customer Need Identification Sales pitch Objection Handling Closing the sale Eye contact, Greetings, Self Intro, Purpose of visit Identify what the customer wants by asking questions Suggest a package to the customer based on his requirement Make note and answer the customers queries and objections Gain commitment / Fill in CAF and collect the package amount, documents as required

Introduce yourself Introduce your Company State the purpose of your visit Illustration: “ Good afternoon, My name is Ramesh. I represent Tata Teleservices, Pay Telephony Business. Our company has launched a range of new services and products having low investments and high profit margins and I would like to provide you information on the same… DSE 5 Stride Process Introduction

Ask questions to identify operator needs Focus your questions around the operators business Clarify if the person you are interacting with is an employee of owner If the person is an employee , collect the details of the owner Name Contact place Contact number Information about the PCO business in case of an Add-on or churn ARPL Monthly revenue Break-up of revenue into local , STD and ISD calls DSE 5 Stride Process Customer Need Identification

Customer’s requirements: Which segment does the customer belong to? What is his current set-up (hardware) What is he looking for from new line? What is his current RoI? What is the RoI he is expecting? Service and marketing issues with the current service provider? Support he expects from the service provider? DSE 5 Stride Process Customer Need Identification

Customers buy a product for the benefits that it can offer him DSE 5 Stride Process Sales pitch Advantages that meet the expressed needs of a customer What a feature can do Attributes of a product Mr customer , you would like a booth that occupies very little space , our Pedastal booth is compact in size and made for your specific requirement so as to save space Benefit Triangular in shape , so can fit easily Light in weight Advantage The shape , dimensions , color or price of a product Feature

Selling Price – Cost Price ROI = ------------------------------------ x 100 Investment Profit ROI = -------------------- x 100 Investment What is RoI? RoI is ‘Return on investment’ It is a tool used to assess the viability of a business RoI is always calculated in % Sales pitch DSE 5 Stride Process

1426.7 ROI = -------------------- x 100 =72% 2000 Sales pitch DSE 5 Stride Process How will you calculate the ROI on a CCB 2000 voucher? Total Revenue collected by operator= 1781.9 / 0.52= Rs.3426.7 Profit= 3426.7- 2000= Rs. 1426.7

Objection Handling DSE 5 Stride Process Steps to handle Example Classifying objections “ Your telephone line does not support fax” Genuine disadvantage “ Do I have to buy a billing machine and a booth seperately? Misunderstanding Rephrase the question in an answer form Take commitment Offer proof /clarify Maximize the benefit close “ Competition offers pre-discounted RCVs” Perceived drawback

DSE 5 Stride Process Closing the sale

Handling Customer’s Attitudes Indifference Acknowledge the customer’s point of view Create interest Request permission to probe Probe to create awareness of needs Skepticism Acknowledge the concern Offer relevant proof Check for acceptance Lack of Understanding Acknowledge the need Describe relevant features and benefits Check for acceptance Dissatisfied Acknowledge the concern Refocus on the bigger picture Compare the drawbacks with previously accepted benefits Check for acceptance

Role-play Make a sales call using the 5 stride process you have just learnt

Benefits of the 5 stride call process The 5 stride call process is unique call process specific to the pay telephony business By following this call process you will benefit in the following ways It is a structure approach to making a sales call It helps the seller remain in control of the sale call It helps the seller propose the right product It reduces the sales call time , there by increasing the productivity

Step 3- Post sales follow up 1. Fill the DSR everyday at the end of the day 2. There are 2 possible outcomes of every sales call Sale Or No sale Your follow up call should lead you to a sale and closure Maintain the frequency of follow-up with a potential customer However, do not show an over –eagerness to sell

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Basics of Sales

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