What is sales:-

A sale is the act of selling a product or service in return

for money or other compensation
“sales is engagement activity between
buyer and seller”

(Selling products )
 Virtual Sales

Virtual sales is a form of electronic commerce which

allows consumers to directly buy goods or services from
a seller over the Internet using a web browser(online/on-
air) or on the call.

“Virtual sales teams have become a

common way of doing business”
COMMUNICATION SKILLS:
IMPORTANT TOOL OF SALES

 The way you speak reflects who

you are.

 Be polite and gentle with your words.

 Use decent words while interacting

with everyone. 

 Always think before you speak

WHERE CAN YOU MAKE
A DIFFERENCE?
Customer calls

Stated his/her Not Clear

need about his/her
need

You Booked You applied

an Order Selling Skills

Convinced the
Customer

You Booked
an Order
TELEPHONIC ETIQUETTE
WHY TELEPHONIC
ETIQUETTE ARE IMPORTANT:
 Few seconds to leave impression on customer

 Reflects professionalism

 Favorable impression of you.

 Engage the customer and get them to your side

 Helps in handling customers with confidence

 Ensures speed and ease making a sale

 TO BE CUSTOMER ORIENTATED
Focusing on establishing healthy relationships with
customer by:

 Being loyal to them

 Respecting them

 Understanding their needs

 Satisfying their needs

 Entertaining their queries and complaints

It’s not only what customer has got!

It is also what customer has felt!!
WHAT ARE BUYING SIGNALS

 Buying Signals are value signals given by

customers during sales conversations
8 BUYING SIGNALS

When customer is asking;

 about a specific product,

product model, or type of service

 about the validity

 about the price

 for the mode of payment

 about your company

 to repeat (except due to unclear voice)

 the magic words (e.g. “what do we do

next?”)
What stops a
customer from
making a
Purchase
Decision?
 An objection is
not a rejection; it
is simply a
request for more
information.
- Bo Bennett
Most objections are based on conclusions the
client must make before buying
on call or off-call to agents.
Time
Need
Source
Product
ri ce
P
 Acknowledge
the
Customer's
Objections

Answe
Restate r
the the
n ons Object
Listeully Obj ecti ions
Caref

Remember customer objection is only opportunity to give more information

And its always buying single.
Rules To Handle All Objections

e the e it
W e l c o m Don’t tak
ions personal
ly
Object

e the e it
W e l c o m Don’t tak
ions personal
ly
Object
Sepa
ra
from te Peop
obje le
Show concern ction
Sepa
ra
Don’ from te Peop
a r gShowt sou obje le
nd
u m e n concern c
D o n ’ t r e jtei co n
tativ t the
e objection
CLOSING AN ACTION

Closing is time to take action and skill to gain commitment from

the customer