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M3: Compare and contrast the personal selling skills and processes used in two different selling situations

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Introduction

"M3: Compare and contrast the personal selling skills and processes used in two different selling situations" Introduction: In this task I am going to compare and contrast the personal selling skills and processes used in the two different situations. One situation is over the phone and the other one is face to face communication. Comparison: In both situations the seller over the phone and the person speaking face to face have to greet the customers because they want to tell the customers that they are welcome to talk to them. This also creates a good impression to the customers because then they feel more welcome. You need to have good listening skills because when you ask a customer how you can help and when he/she tells you the problem then you need to listen carefully to be able to help them out. ...read more.

Middle

Throughout the conversation you need to have positive attitude towards the customer even if they do not like any products or services which you have told customer about. You have to reply back to the customer when they are talking to you to show them that you are listening to them and also ask questions if you have any because then it show the customer you are interested in what they are saying. In both situations you can use these eight steps: 1. Planning and preparing to sell 2. Meeting and greeting the customer 3. Developing a relationship/attracting interest. 4. Identifying the customer's needs 5. Presenting, demonstrating and providing information 6. Responding to objections 7. Closing sales 8. Following up the sale Differences: The difference between both situations is that through the phone you cannot see the person and you also cannot see other person's body language to help you to tell what they are trying to say. ...read more.

Conclusion

You need more knowledge when selling over the phone than face to face communication. When you are talking to customers face to face you have to be professional and make eye contact which shows the customers that you are listening and are interested in what they are saying. It also helps to develop a good relationship with the customers by which it will also gain the customers trust. Whereas over the phone you do not have use this because you cannot see the customer or the customer cannot see you. Over the phone you need to take personal details because it is getting delivered to them whereas through face communication you do not need to take any personal details unless if they are buying something like mobile phone on contract, or they might purchase an item which the customers wants it to be delivered to their house etc. Conclusion: ?? ?? ?? ?? Farah Jabeen 1 ...read more.

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