Basics of Sales

DSE7.1.1

The 5 Stride Call Process

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Contents

Stages in a sales cycle 5 stride call process

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Role play

Make a sales call to a prospective customer

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Learning From the Role-playObservations 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?

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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?

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When the seller has

An identified buyer

Product/ service to sell

A Place where the two can meet / transact

When the buyer has

Money

Authority to take Decision

Need

A successful sale benefits both the buyer and the seller

When does a sale happen?

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Stages In The Sales Cycle

Pre-sales preparation

Pre-sales preparation

5 stride process5 stride process

Post sales follow-upPost sales follow-up

StagesStages

Creates readiness to meet the customerCreates readiness to meet the customer

Gives structure to the sales callGives structure to the sales call

To Ensure complete and correct closure of the saleTo Ensure complete and correct closure of the sale

Why ?Why ?

Adhere to Beat Plans, List Prospects, Be well groomed, update sales kit

Adhere to Beat Plans, List Prospects, Be well groomed, update sales kit

Introduction Customer needs identificationSales pitch Objection handlingClosing the sale

Introduction Customer needs identificationSales pitch Objection handlingClosing the sale

Follow up calls, Collect proper documents, Fill the DSR, Ensure Welcome Kit delivery

Follow up calls, Collect proper documents, Fill the DSR, Ensure Welcome Kit delivery

How ?How ?

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Step 1- Pre sales preparation

KnowledgeKnowledge Company, Product, Competition, Processes, Technology, MarketCompany, Product, Competition, Processes, Technology, Market

ToolsTools DSE 5 stride manual, Sales Kit, Proper application forms, Writing pad and pen, DSE 5 stride manual, Sales Kit, Proper application forms, Writing pad and pen,

GroomingGrooming Dress well (Ironed shirt and pants, polished shoes, wear a perfume), Do not chew gum, supari or paan, Dress well (Ironed shirt and pants, polished shoes, wear a perfume), Do not chew gum, supari or paan,

Beat planBeat plan Follow a beat plan, Should include cold calls, follow-up calls and new leadsFollow a beat plan, Should include cold calls, follow-up calls and new leads

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Step 2- DSE 5 stride process

IntroductionIntroduction

Customer Need Identification

Customer Need Identification

Sales pitchSales pitch

Objection HandlingObjection Handling

Closing the saleClosing the sale

Eye contact, Greetings, Self Intro, Purpose of visit

Eye contact, Greetings, Self Intro, Purpose of visit

Identify what the customer wants by asking questions

Identify what the customer wants by asking questions

Suggest a package to the customer based on his requirement

Suggest a package to the customer based on his requirement

Make note and answer the customers queries and objections

Make note and answer the customers queries and objections

Gain commitment / Fill in CAF and collect the package amount,

documents as required

Gain commitment / Fill in CAF and collect the package amount,

documents as required

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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

IntroductionIntroduction

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Customer Need IdentificationCustomer Need Identification

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

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Customer Need IdentificationCustomer 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?

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Feature Feature Attributes of a product The shape , dimensions , color or price of a product

Advantage Advantage What a feature can do Triangular in shape , so can fit easily

Light in weight

Benefit Benefit Advantages that meet the expressed needs of a customer

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

Customers buy a product for the benefits that it can offer him



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Selling Price – Cost PriceROI = ------------------------------------ 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 %



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1426.7ROI = -------------------- x 100 =72% 2000



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

Operator investment Talktime Pulse discount Rate per pulse Total Revenue ROI

2000 1781.9 42% 0.52 3426.7 72

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Classifying objections

Example Steps to handle

Perceived drawback “Competition offers pre-discounted RCVs”

Rephrase the question in an answer form

Take commitment Offer proof /clarify Maximize the benefit close

Misunderstanding “Do I have to buy a billing machine and a booth seperately?

Genuine disadvantage “Your telephone line does not support fax”

Objection HandlingObjection Handling


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Closing the saleClosing the sale

ACTIVITY BENEFIT Summarise once again Keeps focus on deliverables Take commitment from customer Commits customer to the dealFill the CAF Ensures correct information is captured in the presence of the customerCollect the required documents Reduces Order Entry rejections Collect the cheque Zero outstandings for distributor & closure of sale

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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


Dissatisfied

• Acknowledge the concern

• Refocus on the bigger picture

• Compare the drawbacks with previously accepted benefits


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Role-play

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

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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

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Step 3- Post sales follow up1. 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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Thank you and Happy Selling

Basics of Sales

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