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

Farah Jabeen

“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. Otherwise if you do not do that then you might show the customer the wrong product and they may become dissatisfied and might go to your competitors or if you are speaking over the phone then you might give the wrong details to the customer, which can waste your time and also the customer’s time.

For example if a customer wants to buy a laptop and he/she tell you what kind of laptop they want. Then you should be able to offer them based on their requirements, which the customer is looking for a suitable laptop.

You also need to be able to have good speaking skills so the customers can understand you and so the customer knows they are talking to someone professional. You need to use the words which will attract customers’ interest to the product or the service which you are selling. Throughout the conversation you need to have positive ...

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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:

Planning and preparing to sell
Meeting and greeting the customer
Developing a relationship/attracting interest.
Identifying the customer’s needs
Presenting, demonstrating and providing information
Responding to objections
Closing sales
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. Whereas when you use face to face communication you can tell what the customer is saying and you can also you the body language to help you out. Therefore when you are speaking over the phone you need to have good voice and standard English so customer can understand you.

Over the phone you have to give a specific description of the goods and services because the customers cannot see the items or the services and if the customer does not like the items or services which you showed. Then you have to tell the customer about other items or services which they have and they also have to give specific description for it. This can take longer to make a sale but whereas if you use face to face communication it is fast and easier way to make sales. You can also show the customers the items or the services, which makes it easier for the sales person to make sales. 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: