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| Question | Answer |
| Call Phase I: | Establishing Rapport |
| Call Phase II: | Discovering Customer's Needs |
| Call Phase III: | Making Your Presentation |
| Call Phase IV: | Closing the Sale |
| Call Phase V: | Thank You Note |
| Call Phase One: Establishing Rapport | Introduce yourself and your company Initiate social conversation Shift attention to topic of business |
| Call Phase Two: Discovering Customer's Needs | Discovering Customer's Needs and Situation Factors Confirm Customer's Needs |
| The purpose of the sales call | Gather information so that together we see how the features of the product solve the prospect's needs |
| Why do we ask questions? | Become genuinely interested in other people. |
| Call Phase Three: Making Presentation | Propose a customer actions Explain How needs are met by this action Verify the proposed customer action |
| The worst kind of presentation what? | Answers to questions that have not been asked. |
| Anything that can be seen, felt, measured or demonstrated. | Feature |
| Whatever provides customer with advantage or gain. | Benefit |
| Call Phase Four: Closing the Sale | Ask for customer commitment Ask customer to initiate action- if YES Confirm sale |
| Call Phase Four: Close the Sale if NO | Ask for customer commitment ask to initiate action negotiate buyer resistance |
| Working to reach an agreement that is mutually satisfactory to both buyer and seller | Negotiation |
| Five different types of buyers | Need Product Source Price Time |
| The toughest to over come. You must prove product is a good investment. | Need |
| Product may be new or not well established. Prospect may be satisfied with current price. | Product |
| Prospect may be loyal to present supplier who doesn't have your product and doesn't want to do business with another supplier who has it. | Source |
| Most common form of buyer resistance. | Price. |
| Prospect say they need time to think about the purchase. | Time |
| Define Negotiation | Working to reach an agreement that is mutually satisfactory to both buyer and seller |
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