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University of Toronto St. George
Rotman Commerce
Doug Thomson

Customer Sales & Service Assignment Tahasina Ahmed Demonstrate the various buying signals. Give Examples Buying signals are indications the customer gives to salesperson that he or she is attracted. They are significant because they assist salespeople identify when to close. Every customer is unlike and some customers will give obvious buying signals but others will not. To circumvent missing buying signals, salespeople have to be trained to read customers. It is important to pay close concentration to the customers tone, body language, and facial expressions to make a complete sale. Salespeople can discover a lot from these non-verbal signs. Investing Time at one particular product type: Usually, when buyer looking at one type of product, and especially from a large variety from which they are browsing only a small group, then they may well be fascinated in buying. The longer a buyer looks at one product type, the more likely they are to buy it. They are spending their time, which is a sure indication of interest. Looking around for assistance: If buyer looking around for any product type or holding the product and looking for someone to help then it is a buying signal. Inquiries about the Product detail: If, buyer enter more detail about the product, then they are likely to be becoming more interested. If they ask about the durability and functionality of the product, then absolutely this is a buying signal. Price Inquiries: If buyer is asking about the particular product price then obviously this is a good buying signal. 1 Customer Sales & Service Assignment Tahasina Ahmed Using possession language: When buyer choose and pick up the product, they are getting a sense of possessing it. This continues when they talk about how they will use the product which is a good buying signal. Getting another person’s judgment: When buyer ask another person's opinion about the product, they are likely considering about buying the product and are looking for confirmation. Body state changes: Any change in non-verbal communication will naturally signal a transition in mental state that may well specify readiness to buy. There are other signals which includes changes in body pose, gesture, skin tone, style of talk and so on. 2 Customer Sales & Service Assignment Tahasina Ahmed Describe the types of closing and when to use them In a well handed sales process, closing is a natural development and failure to close deals means failure to meet sales objectives. Therefore, it is important for to recognize the five main legitimate closing method obtainable to them during the buyer engagement procedure. As salesperson become more expert with closing, they automatically know when to close and what method to use to confirm the deal. Therefore, it is important that salesperson use closing methods that do not put the contract in danger. There are five types of closing which described below: Assumptive Close: An "assumptive close" demotes to an effort to force a sale by proceeding with elements of the transaction without the prospect's direct consent. In the assumptive close, salesperson perform as if the other person has made the conclusion already. This revolves the focus of the conversation towards the next level of questions, such as quantity desired, delivery date or required size of product. Finally, In the assumptive close, a situation where performing assertively, as if the contract were already prepared, makes it complicated for the buyer to deny it. Summary Close: The summary close is accurately as it sounds. Salespeople, who consider it is a suitable time to attempt a close, sum up the specifics of the deal to that point. However, until the buyer observes the value in the explanation salesperson cannot move forward with the summary close. They need to bind value into the deal by summarizing the distinguished benefits that are significant to the buyer. The Salesperson should have recognized and established business issues and buyer needs, discussed differentiated benefits of the solution and determined the buyer’s 3 Customer Sales & Service Assignment Tahasina Ahmed authority to make a purchase. After confirming all, sales person are in a good situation to request for commitment from the buyer. Alternative Close: The alternative close is about option. It offers the buyer an option between choices, hoping they will get commitment for one of them. Alternative options naturally comprise diverse characteristics, benefits, and price points. However, each alternative is associated to the buyer’s needs, and will solve their issues. In a related style to the summary close, the alternative close supposes that the contract is complete, and therefore functions from that vantage point. Question Close: Question closes involve salesperson to listen to the buyer. This method is used when the buyer asks closing related questions. Question closes often happen in a specific part of the sales process, not necessarily the ending close which protects the deal. Final Objection Close: The last objection close is to be used with buyers who repeatedly raise one objection after another. Although this is a annoying circumstances, salesperson need to respond the objection, confirm the response and make a closing. 4 Customer Sales & Service Assignment Tahasina Ahmed Identify all the steps in the selling process The successful selling procedure engages a sequence of steps that may emerge to be a direct process, but there is a lot of association from side to side between the dissimilar steps that will eventually lead to closing the deal. The selling process will vary by business and individual preference. It is also dependent on self-assurance and the careful planning of an effective sales presentation, but these six fundamental steps will help to close more contracts. 1. Meeting with the Buyer: This first opening will place the stage for the rest of the selling process. The sales process starts with the approach, or first direct meeting with a new prospect. It is important to mention that generally, first impressions do matter, and personal appearance, good posture, opening lines, and follow-up remarks will be an issue. This is the opportunity to build relationship with the customer and to capture the customer’s interest by asking them questions that make them consider. 2. Succeeding the Customer’s wants: This is the step where it is possible to identify what the customer wants. Basically, It actually is the who, what, where, when, why and how of the selling process. It is obviously better to spend some time which will allow a smooth transition into the next step. Thus it can be seen that a truly professional "business-getter" is not only an excellent communicator and listener, but a teacher as well. 3. Presentation: The third step in the strategic selling process is the sales presentation. The sales presentation sequence includes all of those activities involved in demonstrating salesperson as professional problem solvers. This needs excellent verbal communication and negotiation skills. It is important to note that this is the step where the salesperson can demonstrate all they know 5 Customer Sales & Service Assignment Tahasina Ahmed about their products or services. Naturally, the presentation will cover the characteristics of the products, the physical features. But, it must need to
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