Understanding Sales Process & Introduction to CRM

Aghaez Introduction

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The Sales Process

Start

GrowKeep Going

Business stages to manage strategically

Customer lifecycle

Customer life cycle is a term used to describe

the progression of steps a customer goes through

when considering, purchasing, using, and maintaining loyalty to a

product or service

Customer lifecycle

What is sales process?

Steps involved in making a buyer to accept a

product or service as a value and pay for that

Different Models

Sales activities

Prospecting

Targeting

Communicating

Selling

Follow-up

Information Gathering

• Searching for prospects or leads in data sources like:

– Magazines, – Directories, – Trade Shows,– Cultivate Referrals,– Internet– Outdoors– TV & Radio– Or your own marketing

efforts

1. Prospecting

• Deciding how to allocate time among prospects and customers by prioritizing customers based on

– Demand• Hidden• Revealed

– Purchasing power– Decision pattern

2. Targeting

• Communicating information about the products/services,

– Decide on the best approach of communication

– Select best timing to deliver the information

– Plan an overall sales strategy for the prospect

3. Communicating

• Approaching, presenting, answering objections, and closing sales,

– Approach: • Plan the relationship for a good

start• Understand the Need

– Presentation:• Customer Oriented• Select the best approach to present

– Canned– Formulated– Need – Satisfying

– Overcome Objections• Clarify the objection• Make the buyer to answer his own

questions

4. Selling

• Follow-up and maintenance are necessary to ensure customer satisfaction and repeat business.

– Immediate terms negotiations

– Providing various services to customers

– Consulting on problems– Rendering technical

assistance – Relationship calls

5. Follow-up

• Conducting market research and doing intelligence work

– Analysis of information generated in each step

– Finding out the best method worked to close sales

– Finding out the worst practices

6. Information Gathering

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Introduction to CRM

a system for managing a company's interactions with current and future

customers. It often involves using

technology to organize, automate, and

synchronize sales, marketing and customer

service.

What is CRM?

• Marketing team hunts for leads and prospects and pass it on to the sales team

Marketing

• Sales team track the opportunities, start to approach, close the deal and pass on the customer to the technical and customer service team

Sales

• The first sell is always result of sales team, the subsequent are result of CS efforts

• Customer service team arrange to maintain the customer through entertaining each and every issue customer faces or potential issue customer may face

Customer service

Some of available CRM Solutions

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