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this video will look at the selling process it will look at many of the issues that underpin the selling effort and the issues that the salespeople must take into account in order to bring about a sale it's a complex activity and requires an in-depth understanding of customers and how they behave when making a sale sometimes customers behavior are not they're not predictable in the context of selling people may make excuses for not buying or may give false information to the salespeople but the purpose of the purchase or the use of the item being purchased or that they may send out contradictory signals as well so it's a complex process and the salespeople should be adequately trained in order to deal with the customers it's a stair-step of activities that must be undertaken by the sales force in order to encourage a sale the sales force should be trained and should have the skills to bring about the sale and to to deal with the diversity of customer responses and the sometimes the contradictory information that the customers are giving out about themselves or the requirement that they've got each element in the selling process needs to be carefully utilized as it can make or break the sale chain so it's a whole process selling from the initial introduction of the salesperson to the customer and right through to the conclusion of the sale clearly this applies in the case of face-to-face selling and the when people deal with each other in the context of online selling different set of processes will apply that's the subject of a completely separate video so if we look at one typology of the setting process one put forward by a ridge we start with prospecting well I explained each one of these in the rest of this video the rest of the video in fact would be given over to looking at each of these steps but we start with prospecting and then the pre approach followed by the approach then needs assessment then presentation meeting objectives gaining commitment and finally follow-up so it's a it's a series of steps starting with prospecting so let's go through each of these and look at what's meant by them and see what we can understand about the whole process from looking at each of them will start with prospecting prospecting is the first step in the selling process it involves searching for potential customers who have a need and can afford to buy the product so there are two types of criteria that we need to address first of all we need to find customers who want the product who needed but not only that the things can also afford the product it may be possible to find a lot of people who want the product which perhaps can't afford it a sales person is able to identify potential customers so it's the skill of the salesperson to identify a potential customer someone who is likely to make the purchase from their behavior from their demeanor from perhaps the way the dress act talked there is something that the salesperson can pick up on which will indicate a potential sale the prospecting stage includes identifying leads researching potential customers in other words looking for potential customers and trying to research them and qualifying leads prioritizing customers who are likely to buy so having identified a set of potential customers it's a question of prioritizing who are more most likely to buy within the set and then focusing efforts on those customers now qualifying leads well qualifying leads is the process of obtaining information and research about potential customers it's trying to find out some background about the potential customers which will enable the salesperson to perhaps more readily make the sale more easily make the sale the process involves gaining leads and sales people use a variety of methods to be in information about potential customers for example the could use existing customers and talk to existing customers about people they know ube may be interested in a similar product or just generally talk to the existing customers and out of these directed talks not just general talks but directed talks out of these the existing customers may talk about their friends or family who could also perhaps be approached for offer for a sale so existing customers are a good source of information generally speaking there are also internal sources within the business it may be that other sales people within the organization have seen the same people visiting the shop or visiting the store on many occasions and when when sales the sales team talked they could identify people who have come back several times and perhaps looked at the same product in other words they are especially interested in a product and may be worth a protein so the internal sources of information perhaps could be records kept or passed sales or it could be frequency of visits to to a shop there are many sources of information internally that can be tapped into could also be external agencies it could be the external agencies other companies or other marketing agencies have identified certain customers as particularly interested in products so that their researches can be used by another company if if a company is selling the same product or a similar product elsewhere is targeting a particular type of person there must be a reason for that and it's a question of trying to ascertain the reason and perhaps focusing in on that same set of customers perhaps in a different region directories are also useful sometimes telephone directories or even business directories there are many types of directories available sometimes communities have directories of users of particular products within the area and so that there is clearly a focusing of the effort by looking at people who use similar products of the same products and perhaps calling those people calling them and talking about the product and the price and the promotions that are available and perhaps possible discounts and so on so that the directories may lead to to some sales there is a downside to the use of directories because the recipients of the calls if it's used by telephone calls they may see the call is intrusive or as a spam call it's an unwanted call it's taken up their time and they're not interested so it may in fact alienate in the same way as may promote sale it may a lien it the customer from the organization who sees the organization as intrusive and making on unwarranted calls on the other hand the person receiving the call may welcome it because they're thinking of buying a replacement product or a new product and they want to talk to someone networking is important as well networking is when existing customers know each other know family friends work colleagues and they perhaps know the organization and through the whole networking system information can be passed around about the products about its attributes above its price and so on so networking is a good way of getting sales and finally called canvassing this is when unsolicited calls are made to individuals almost randomly asking them to make a purchase or if they're interested in a certain product it's got a bad reputation and many people resent having these calls sometimes in the evening when the river to have their evening meal the phone rings and it's a salesperson trying to make a sale as far as the recipient of the call is concerned that's intrusive that's that's annoying and it could alienate them from the organization it could even lead to the recipient reporting the company for making such calls and trying to get the calls banned by the phone company so call canvassing is a last resort it's a it's an act of desperation almost and it's not highly regarded existing customers are a good source for identifying potential customers customers tend to give honest feedback and word-of-mouth is effective an effective method for gaining customers so when a sale is made to a customer the customer may give feedback and the feedback could be positive and could be used to try and attract in other customers because the customers endorsement their recommendation is included in their feedback if the feedback is positive it should be used or it could be used to encourage further sales and to allay the fears of potential purchasers internal sources such as marketing department sales management or telemarketing team is a source for engaging with potential customers as I said earlier I've been through these briefly earlier but as I said and sometimes internally there are records stored about previous purchases there may be some information about customers stored it could be just that the person was picked up on on the monitors as visiting the store on a frequent basis just to look at a particular product perhaps not make the purchase look at check it and leave the store clearly they're interested in a certain product and it would be worth dealing with them on the next occasion to visit the store an internal source of information customers may contact the business regard regarding promotions and advertising Direct Mail company website salespeople or there may be contacting the organization for inquiries inquiries so customers may contact the business regarding all sorts of issues and if the customers contact the organization the organization should be in a position of capturing some of that information and perhaps contacting the customer back when there is a promotion this is quite common online when when we make purchase online we surrender our email address and sometimes we we get follow-up emails from the organization making additional offers you may also be interested in the following products so it often happens online the external agencies are a source for identifying leads some organizations especially online businesses offer leads for potential customers it's often the case if we visit a website looking for a particular product we're not sure whether we should buy it or not and at the end of the page it says customers also bought the following customers interested in this product we're also interested in the following so it's presenting alternatives it wants to make a sale and although we're not going to buy perhaps the one we we originally checked and the organization the the company is offering alternatives perhaps related alternatives similar products at the bottom so we can make a decision between a set of products and we're more likely to make a decision when we are selecting from a group because we know what the the other products are directories as I said earlier are also a good source for potential customers customers can be contacted through government and websites that offer directory services for example yellow pages but its care has to be taken because it could be seen as I said earlier could be seen as call calling and could be seen as spam and as an unjustified intrusion into people's lives so the fact that the information exists causes a problem how to best use the information if advertising and promotional material is sent through the post it may not even be open to me it goes straight into the recycle bin if it's since as an email or some method electronically it may be filtered into spam straight away networking well salespeople this is a good means of for identifying potential customers the salesperson have relationships with customers and with other work colleagues and with the organization and they're networked in many directions family friends and acquaintances and so on and they have the potential to use that wide networking facility to perhaps draw in other people into the network and to make sales probably the best form as I said earlier is to use existing customers and to try to network with existing customers stay in contact with them so that they will tell their friends and their friends will become involved and so on so it's maybe it's a form of selling it generally speaking quite a good idea it's the way in which a lot of business is done and finally the one I dealt with as well is this idea of call canvassing and sometimes it's used and it gets the company sometimes a bad name because it's it's not requested even if it's door-to-door is still not requested face-to-face it's still not requested people who open the door or people in the house will open the door maybe working there may be involved in something and they haven't got time to stand and talk to a salesperson it's very time consuming and mostly ineffective as the salesperson calls no previous knowledge of the customer there's no background information generally speaking is just making a phone call to some random person hoping to make a sale it's almost like an act of desperation but it's also very controversial because people don't request it and they don't want it so before sell it selling process can begin the potential customer of the lead must be qualified the customer must satisfy the following criteria does the customer have a need for the product so potential customers must be qualified in other words they there must be good leads do they have a need for the product do they want the product what is the information upon which that question is answered how does the salesperson know that the person wants the product or needs the product clearly the more expensive the product the more research is required and that question is more important with expensive product can they afford to buy the product that the company is selling it may be that a whole set of customers are identified and they have a need for the product but they can't afford it so they're not going to become effective customers and not going to buy the product with the current afford it so that needs to be taken into account if they have a need for growth have they got a desire to buy it do they really want to do they have a commitment to get this product is it a high priority for them if customer does not qualify then the selling process will be unsuccessful potential customers need to be filtered for the selling process so it's a it's important that the customers be identified but they may be qualified and that they they meet the three questions around the slide that they have a need for the product they can afford to buy it and they have a desire to have this product and if those questions are used they can be used to filter customers so as to focus the energies of the sales team now the pre approach the pre approach stage is the process of planning for the sale the process is regarded as the information gathering stage this is the pre approach this before anything happens it's it's getting ready for the sale it's doing preliminary research it's it's gathering information the sales people are responsible for researching about the potential customers it depends me of course critically on the type of situation we're dealing with here if it's an expensive item there will be a lot of research if it's not such an expensive item it may be that the the sales team simply watched the customers in a store and try to isolate out which ones are more likely to make a sale which ones are just there for just to see what what products are available so it's a question of experience on the part of the sales team to try and identify potential customers and ones who are going to make a purchase information about potential customers include information about their needs and wants and how the sales team can meet these needs so it's trying to find some background information on the customers that's most important it's very difficult to do it's the first time they've they've met the sales team and the customer has met it's very difficult to do for cheaper products we're simply the the purchase is not spontaneous necessarily but perhaps it's it's not a major item someone enters an electrical store to buy a small radio it's important to identify who's likely to make the purchase but at the same time it's not a big item of purchase perhaps so it does a balancing act and it is for the skill of the sales team to try and make make the sale and put make sale with very limited information there's no background research from the information gathered the sales sales team then began their presentation so when when it's a major Iseman when when the sales team have spoken to this area to the customer for a little bit as spoken generally about the store about the weather and about life and so on they have starting to get a feel for the type of customer it is perhaps the education level of the customer may be starting to show through in the terms of the language used it may be the way the customer addresses and to indicate whether they can afford to make a purchase but once the information has gathered then the sales team make their presentation so at the initial stage it's important not to rush into the sale this is a slightly more time-consuming process it's trying to make the sale but make the sale by talking to the person making them at ease relaxed having the general chat and then using that information the sales person should be able to gauge whether it is likely to be a customer can the afford the product have because a need for the product after got a desire to own the product the pre approach stage includes two activities customer research which may be very basic like I've just said it may be just meeting someone in the store and and talking to them generally about products about trends in the market and so on and it's also involved with the planning the sales presentation it's important that the sales person have a smooth presentation if the sales person knows the product completely and are able to answer questions without referring to notes or asking colleagues they know what the answers are they are well prepared so customer research is important knowing the customer and planning the sales presentation is also vitally important now with customer research the salesperson must carry out research about the potential customer they must find out relevant information which will support the selling process and as I said this may be done by just having a general chat with the person just talking generally about about issues about anything about a sport on television but having talked to the person this should be able to work out the type of person generally speaking that person is and looking at the demeanor of the person can they afford a product and if both of those answers are affirmed mice's and positives then a likely sale may take place at that stage the sales personnel will then move to the presentation stage offering certain products to meet requirements information differs depending on the type of product and the customer information can be customer background education lifestyle personality where they live etc these this will be background information which will inform the salesperson whether this first is likely to make a purchase but of course it depends on the type of product being sold it comes from the price of the product and if it's a very cheap item that we little effort in gaining this background information and trying to make the sale it's only if it's an expensive item a car or a television a very expensive smart television or a very high-powered computer or some particular product which is expensive at that stage more information will be sought to be greater concentration on background and the likelihood of making the person to making the purchase their research phase is very useful in identifying whether the salesperson can arouse a desire for the purchase so the research phase indicates whether the person is likely to make the purchase or not so it feed feeds back to the salesperson of whether it's worth the effort carrying on or moving to the next customer so the research phase instance filters the research activity now planning the sales presentation well this process requires some form of commitment from the customer to drive the sale forward this could be an agreement or a contract for further the sales activity to continue there must be some interest or commitment on the part of the customer to drive it forward if the customer is not participating or not feeding back sufficient responses or showing sufficient enthusiasm there's no point there needs to be a goal-setting process before moving up the sales process it's important to first of all identify the product and gauge the enthusiasm the customer has for the product whether they are genuinely interested or just just showing interest for the sacred goals could be individual to each customer doing so ensures that potential customers are dealt with appropriately so customers are different people are different so it's important to first of all in the mind of the selling person to have a goal have a commitment on the part of the potential customer gauge their interest try to assess their interest in the product try to work out their commitment to purchasing whether they're likely to make the purchase or not and then recognize that each customer is different so it the whole sales pitch needs to be customized for the customer it needs to to reflect the the conversations and the information that's picked up from the research and the the background information and it needs to be refined in the context of the information and then it needs the product needs to be presented in a way which is both professional and which addresses the needs that have been picked up in the research appropriate techniques must be considered in this stage the salesperson must plan how they are going to approach potential customers it's important that the approach is carefully worked out the same effort will not be appropriate for all customers customers are different so it's important to work out what the approach is some customers will be older some customers will be younger some customers will be in a hurry others will be working around just looking at products and taking their time some will have small children some won't it's important that they the whole pitch is tailored to the situation the salesperson finds him or herself in different customers depending on needs need to be approached differently sales presentations need to be adapted to suit individual customers as I said earlier it's important that they receive personalized almost presentations they they are meant they're made sorry to feel important and they're more likely to make a commitment as a response of a good sales pitch that was targeted at them presentations need to be planned which discuss product sales features and arouse a desire to purchase on the customer part so even though the presentation may look very casual in some respects professional but be casual in the sensitive it just it just happened in fact the presentation should have been rehearsed many times and potential questions or possible questions have the answers ready to deal with those questions and to understand all of the issues associated with the product its use it's after Kaler care service the image it projects the value for money and so on so it's important that the salesperson be completely prepared to deal with the product in terms of the presentation and the customer and the customers relationship to the presentation now the approach moving on from the pre approach once the salesperson has adequate information about customers through the pre approach during the research process the next stage is the approach so the pre approach is just gauging trying to figure out who is likely to be the customer now the approach itself the stage could make an appointment with the buyer and gaining their attention on the product service offered by the company so it's making an appointment or or it could be in in a car showroom having watched the customers look at the various cars when the time is deemed to be right then make the approach go and speak to the customer and talk about just generally talk about the product that they want what they've got in mind and started the sales process during the meeting with the customer the salesperson must build a good impression of themselves and the company it's important that the the salesperson projects a very professional image so that the customer has confidence in the company and in the product the sales people are expected to dress formally be professional maintain good eye contact and project themselves confidently so it's a question of making sure that the image is professional and the image is one which rubs off well on the product that professional people would have this product it's the desirable product is be put forward by a professional company who are careful about every aspect of their selling and if they're careful about every aspect of their selling they will be careful about the products of the product itself by association the product must be good sales people can gain customer attention by discussing the product and sometimes giving a sample for the customer to review depending on the nature of the product it may be possible to give a sample so that they can test the product for example an expensive car the customer may be allowed to drive the car and get some feeling about the car some feeling whether the car is responsive or is the right size or the right performance or whatever so the V be able to take it for a test drive with an expensive television - may be able to view the television and look at the controls for the television and look at the functionality of the television various ways in which samples can be given the approach only lasts a few minutes with this stage has the potential to make or break a sale if the approach stage has been unsuccessful then the selling process stops here that's it it's over so the approach could only happen once it's a one-off event the pre approach should have prepared the salesperson and Gotha sales person ready for the approach the approach itself must be successful it must it must not be rushed but at the same time it must be targeted it must pick up the information that the customers feedback it must process the information the salesperson must process that information integrated into the sales pitch and alais any fears the customers may have encourage the customers to buy the product because of its style its reputation because of the image it projects and talk about its functionality and the professionalism of the business if all of that seems to not work then the process stops now a needs assessment this stage involves carrying out an assessment of customer needs an analysis of what the customers want and trying to solve their problems this is on the assumption that the process is carrying on so the approach has been made now the approach is continuing there is interest and there is the possibility of a sale so now the salesperson must do some sort of a needs assessment what is it the customer needs what was the customers after and how will the product resolve the issues that they're they're raising how will the product help them how will the product satisfy the needs they've got so it's trying to look at the needs assessment the the process is carrying on the process hasn't stopped the customer let's say based on the the pre approach and what's happened so far in the basic approach the the startup approach it's looking good it's a sale as possible now a needs assessment is being conducted by the salesperson they are talking to the customer what exactly do they want so that the salesperson can identify the model or a particular product that's best suited to the customer salesperson take a tasks is to identify and clarify customer needs the ask questions they constantly ask questions about what they require what the need we are going to use the product what will be used for how many how much will it be used and so on so they're trying to gauge the needs who who wants the product who will be using the product what's the needs of the person who will be using that product asking questions is a good method of identifying customer needs and how the salesperson can help to solve or meet these needs so asking questions is a very direct and very simple way of getting information so the salesperson asks the customer what the product requirements are how much they're looking to spend although that question may come towards the end when there is absolute commitment raising money and raising the sales price to early may be off-putting now the questions we include situational questions require factual information about the customer so factored information do they need this product that's what the questions are trying to determine and do they desire the product sufficiently to make the purchase there's problem discovery questions questions that can help uncover the root of customers problems and help to solve them sometimes customers are there in the process of making the purchase but at the same time they've got unresolved issues too got questions that you're not quite sure about as long as those questions remain with them they're more likely to back away they're more likely to leave it and perhaps return another time or not return completely but if got problems they need to be exposed to the problems need to be questioned and answered answered effectively there's problem impact questions the extent to which the customer problems will impact the business and effectiveness of solutions offered how big are the the problems that the customers may anticipate what issues are they likely to encounter what problems are likely to encounter with the product what are the issues what exactly is holding back the sale so which problems are more significant and how can they problems be addressed how can the problems be dealt with there's also confirmation confirmation airy questions salespeople can identify if the customers interested in the product or service so there's confirmation that this is a real customer by asking questions they can find out if it's a real customer it's just somebody spending the afternoon out just looking at products in general so they try to figure out if the customer is genuinely interested in making the purchase or just spending some recreational time looking at products in shops now the presentation well potential customers are selected and can now go through the selling process the film the filtered customers are selected because they are more likely to make a sale so now having got ready the pre approach and the approach we're on to the presentation the presentation is talking about the product talking about it in a way that is likely to cement the sale it's likely to guarantee the sale because the presentation should be smooth the the salesperson should have practiced this many times it should be a polish performance it's more than likely going to clinch the sale the presentation stage of the selling process is to influence the customer to purchase the product it the questions have been asked the type of customer it is the issues that are holding back the customer have been identified now the presentation should deal with those and presentation is not perhaps formal different presentation it's simply the the salesperson changing mode changing from talking generally chatting to the customer asking some questions now it's changing to talking about the product presenting the product this is the product this these are the attributes of the product this is what the product is capable of presentation stage can be presented in different formats it could be a presentation discussion could be visual aids could be written documents it can be done in various ways it could be that the customers are invited to see some audio-visual presentation about the product or it could be the salesperson simply stands there and explains the product and demonstrates the product the presentation must outline the key features of the product and service the benefits of the product service must be communicated to the customer it's important that the presentation deals with all of the issues that the customer can imagine all of the different scenarios the key features the real selling features of the product should be illustrated the advantages of owning this product should be put across the sales presentation must satisfy a customer need for the product and arouse a desire to purchase the customer should watch the presentation they watch the salesperson going through the product its uses and so on and this should create a desire on the part of the customer to possess the product so a sex successful presentation must consider the product demonstrations or samples must look at various ways of presenting and demonstrating the product ok the use of samples perhaps a test drive in a car or allowing the customer to operate the controls of a smart television or whatever it is the use of a pre-prepared sales presentation this may be a mental preparation the the sales person may have rehearsed this presentation many times and is very smooth at presenting it's it's been done many times it should be it should use effective presentation techniques whatever the product is the presentation should be associated with the presentation style T the product and the presentation style should be linked in other words if it's a high-tech product perhaps a high-tech presentation if it's an item of an item for the home perhaps some furniture the presentation will be different perhaps the recitation will be allowing the people to sit on the furniture look at the furniture to walk round it and feel it and test it and so on so depends on the product but effective presentation techniques should be sought depending on the nature of the product product demonstration and samples well a sales presentation must contain some form of product demonstration or samples a customer should be able to see the product and use its features before the decide to purchase if the can't if they're kept away from the product they will think there is something wrong there is something wrong with the product they the salespeople are hiding some characteristic of the product they will become suspicious and the sale will fail some organizations have advanced software which allows salespeople to use graphics and visual aids and sounds the multimedia facilities ensure that customer experience the product though this could be done by for example people who wish to buy a new fitted kitchen may go and see a computer-aided design package modeling their kitchen in front of them so they can rotate the image and look at the various issues and look where the refrigerator will be and look what a cooker will be and move it around so they get a feeling for what the new kitchen could look like if it's a car they could have a test drive in the car but in addition to that they may look at some graphics about the car and change different colors of the car by just clicking on the button in front of their computer monitor so their organizations have more facilities to impress customers and to to answer questions the pre-planned sales presentation well some sales presentations are pre-planned pre-planned and prepared by other salespeople the salesperson is required to use the same presentation sometimes companies want salespeople to have the same type of presentation so there is a unified approach and it doesn't allow the salespeople to make promises or to to answer questions wrongly or to to mislead the customers and therefore generate a liability on the part of the organisation should something go wrong so sometimes companies have the same presentation for all the sales staff and the sales staff are trained in the use of that presentation technique and in the type of wording and issues that would be dealt with in the prayer in the sales presentation and the reason for that is because there's consistency right across the organization if the customer subsequently returns to the sales point to talk about further issues and meets a different salesperson they will get essentially the same responses so there is consistency but also the company is less liable for four issues if they go wrong legally the the cause of the the salespeople the sales personnel were given a consistent presentation using a plan presentation can be beneficial as the salesperson knows that they have discussed all elements of the presentation and have not missed an important section that's important they have the the standard sales pitch will have been rehearsed and discussed at many meetings and under many circumstances and will be refined in the light of experience over a period of time so that when a salesperson is making the presentation they are likely to cover all of the salient points the presentation has been tried and tested therefore it is effective the process is cost effective for training presentation techniques well salespeople must consider the following when delivering an effective presentation the presentation must be simple and emphasize the the main elements of the product it must just look at the main elements of the product must be simple there will speak in the language the customers can understand rather than in industry jargon so the language should suit the customer the customers muster the customer must be able to understand the product cannot be baffled by complex terminology it's important as the customer feels at ease feels comfortable with the presentation and understands precisely what's been said the presentation should be tailored to the customers needs and this should be able to relate to the product the salesperson be sure that they are confident in the product in order for the customers to believe in the product it's important that the salespeople do not get confused or unable to answer questions they must be familiar with the product and skilled in dealing with that product now meeting objections objections and questions arise in every presentation the salesperson must be able to deal with these objections and provide an optimum solution for the customer generally speaking customers will also say well that's all very well but what happens if this happens or what happens if and gives scenarios which are quite negative then the salesperson must have anticipated those and have responses ready the salesperson must listen to the customers and should ask more questions to get to the root of the objection if there is an issue they must find out what is the issue and is the issue destructive in terms of the sale will it destroy the sale can the issue be dealt with can the fear be allayed clarifying the question is a good method of ensuring that the customer and the salesperson understand the objection salespeople must be able to sympathize and understand customers objections must be able to respond to their needs should be some sort of empathy some sort of relationship between the salesperson and the customer this should the customer should feel that the salesperson has been honest and open and trying their best to address any problems that they may have objections can be the product price or value it's perhaps the customer sees the product as too expensive it could be the product itself there's an issue with the product it's it's not the right design or it's the wrong color or it's too big or too small or whatever it's also procrastinating objections people sometimes just procrastinate in intensive just asking you're almost silly questions just string it out - there's nothing else to do so they want to make it long and bring out some ridiculous objections what if what if alternatively what if they're not proper questions they're just questions for the sake of having questions sometimes there are hidden objections sometimes customers have issues that they have not declared to the salesperson and they're holding onto those hidden objections the price or value of a product or service may cause objections customers may feel that the product cost is more than its value now if that arises and that could be disastrous for the sale they need to feel that they're getting good value for money that they're getting a bargain that the price is not just right the price in their minds is cheap relative to what they're getting they must feel that product or service objects is arise when customers do not perceive the product or service as useful to them or doesn't meet their need precisely perhaps is it's a useful product but it's not exactly doing what they want just match it precisely procrastinating objections are harder to deal with since the customer uses excuses to avoid a purchase such as I'll think about it or I'll contact you let me discuss it with my boss these are tactics just to get away from the sale the customer feels that they've taken the salespersons time now they don't want it but they just want to get away at the end of situation so they will use expressions like this hidden objections take place when the customer does not disclose the real reason for not buying this is very common when the price is a major factor for objection people don't to be Baris doesn't admit the can't afford it so sometimes they make other reasons for not purchasing when in fact the true reason is they don't like the price but they don't want to admit that because that will mean they may be seen as perhaps not suitable for having that product not their waste be it sales versus time they have wasted a lot of energy and deep down they should have admitted to start as they were looking at the wrong product because the price was too expensive further so they will look for other objections to look for other ways out if they can now gaining commitment or in order to complete the sales process there needs to be commitment from the customer the salesperson must be able to close the sale and assure that that the customer is going to purchase the product or service so the end is that the customer must be able to close the switch applause the the deal the customers must be able to be a commitment put a deposit on the product or purchase the product or whatever and the the salesperson must be able to lay any last issues smoothly run through this transaction and close the sale gaining commitment is a delicate stage as the customer in Rio decide that they're no longer want to continue with the sales process this is at the very end they've had the precipitation they've thought about the product of ask questions they've got answers there is the last bit the last moment when they have to bring all of this together in their minds and decide yes or no and that's just at the point of sale to the purchase or not make the purchase the salesperson must keep in contact with the customers until the sales process is complete the salesperson must continue the process until it is complete if the salesperson pulls away too early and hands over to a colleague to take payment it may fail at that stage follow-up activity follow-up activity is essential after the sales has completed the sales team must keep in regular contact with customers to ensure they are happy with the purchase this may also of course generate additional customers word-of-mouth and additional inquiries but keeping in contact with us area with the customers is a good idea it keeps another line of customers and potential customers in in in view for the business the the business may contact them at the future ask for recommendations or so keeping in contact is is good some organizations have after-sales service such as one-year warranty customer relations management relationship marketing so some organizations some retail organizations may have this and may want to stay in contact with customers and send them newsletters to the internet and perhaps sometimes just generally contact them to ask if everything was okay and if it's not obligation for a response just making it very casual was was the product good have you had good experiences we hope you're enjoying the product and we understand if you're too busy to reply to this and it's all very positive and very understanding creates a good image of the organization maintaining customer customers maintaining existing customers I should say is a great part of the sales team it's a it's a key part of the sales team that that's what they're trying to keep the existing customers but the existing customers will have friends and family and colleagues so it could mushroom out it could develop customers are likely to make repeat purchases if they're satisfied with the service that they are receiving so the existing customers may in return but also their friends and colleagues and so on may also want to try out the products from the that particular store because they've been recommended they've seen the service and have seen the product in action so they like it so follow-up activity is also very important this is a long class I expect you to have stopped the class many times perhaps go on from a drink coffee or a glass of water or something and relax you're a bit come back continue class make notes and then fill out your notes read over some additional papers that will be on the Moodle site and see if you if you understand and can make a succinct set of notes so that you understand the selling process completely and the issues involved in the descending process but that's all we're going to deal with here so having said that let's leave it at that and say thank you for watching