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Sales Call - Role-Play

Introduction Role-playing is an effective tool when learning how to make a sales call. The direction and outcome of your role-play is heavily determined by your team. Your team plans a course of action to follow when making a sales call. Completing a role-play requires you to first gather information about your company and your customer. This is accomplished by answering questions in Section #1. Using Section #1, your team will build a ³script´ for the customer and salesperson by answering questions in Section #2 Once your team has developed the script, you will then rehearse a sales call that will be completed in class. When rehearsing, each team member should be given a chance to be the customer and salesperson. When not completing one of these roles, please listen to the role play and advise fellow team members on changes that may be needed. Your In-Class Role Play Scenario You are completing a sales call with a customer that is not familiar with your company or its products. The customer is expecting you because the appointment was set about two weeks ago. Your prospecting activity qualified him, or her, as a potential customer with a need for your product or service. You arrive at the customer¶s office and may have to wait in an area near the receptionist. You will use the ADAPT questioning technique to obtain the customer¶s interest and desire. This must be completed before presenting the product. Otherwise, you may be presenting information that is not meaningful to the customer. Objections will be raised during the presentation phase. The LAARC method is used to negotiate buyer resistance when objections are raised. Four common objections are included in the worksheets. When using the LAARC method, you will apply four methods for handling objections.


Be sure to use the ADAPT framework and the methods .Organization of Role Play Worksheets There are two sections of the worksheets: Section #1: Sales Call Planning. Provide a cover page. Answer questions using the internet and library. Assignment Review Form. It should have: (1) the name of your company. It will be turned in separately from the other materials. Do not use a binder or presentation folder. Each team member must sign the Assignment Review Form. use information from Section #1 (above). Team participation is considered when grades are determined for this assignment. ways to handle objections and ways to close a sale. 2 . Complete this evaluation before class and bring it with you to class. It states the requirements for paper format and required actions for completion of the paper. Feel free to talk with a salesperson of the company. 2. When developing. 3. Use this part to write a script for the role-play. If it is clear that you did not complete a task shown on this "checklist". then the assignment will be returned.instead of introducing your own version of the selling process. Staple the worksheets together in the correct order with the cover page on top. Section #2: Sales Call Script. such as checking spelling. 1. Each team member will complete a peer rating form that is on Blackboard. refer to the ADAPT selling framework. What to Turn-in for Grading. (2) names of your team members. You will receive and ³F´ on the assignment if these instructions and guiding questions are removed. Each team must follow an Assignment Review Form. No points will be given to you for the assignment. Peer Evaluation Form. All worksheets must be typed. You will need this information to complete the next section of the worksheets. The material will not be accepted without it. Staple the form at the end of your completed worksheets. (3) the product or service you will be selling and (4) the name of the customer (both company name and person¶s name). 3. This part of the worksheet is used to gather information needed for a sales call. Role-Play Worksheets (Keep Copies So You Can Practice!) Do not remove the worksheet instructions and guiding questions.

Section #1 Sales Call Planning 3 .

Section #1: Sales Call Planning This is a Word document so you can type your information below each question. (A) Rustproof. .What are the benefits to the customer? . Do not remove the worksheet instructions and guiding questions.What are the advantages of your product as compared to competitors. Describe two major competitors. . Describe your company. . You will receive and ³F´ on the assignment if these are removed. Describe the customer. (A) Slotted lid for easy stacking.What other information would be helpful when selling to the customer? 3. Where is it located? How many employees? etc 2.Describe the products or services the customer sells. .Does your company offer any services after the sale? . leak resistant channel drain for no-tilt easy draining. . .Your customer also has customers.Describe the features of one or two products or services that you intend to sell.What is his or her name? 4 . Learn About Your Own Company 1. 5.What ³proof´ (evidence) will you give customers so they will believe you when describe benefits? Gather information about the customer. Look at the benefits of your product/service.What is the name of the firm and location?. 4. . Igloo Coolers ± (F) Cool Riser Technology for improved cooling performance. . (B) Convenient if customer needs multiple. (B) Convenient draining. Describe those customers. Describe the decision maker. . What products or services are you selling? .How do the features.Are there any warranties or guarantees? Describe them. advantages and benefits of their products/services compare to those of your firm¶s products/services? Coleman Coolers ± (F) Keeps ice up to five days. 6.

How does the decision maker plan to reach a decision? 8. . What are some reasons why the customer might not buy what your firm offers? Complete the table below.) Objections Solutions 5 .Describe the individual¶s personality.What is the key selling point you will use to obtain the customer¶s business? 10. .Also in the second column state the method you will use for the objection. .What are the advantages of your product as compared to the competitors¶? Needs Gap Features Benefits Advantages 9. Identify what you will focus on during the role-play. Place each one in the Objections column below. defer/postpone.How does your product fulfill the Needs Gap? Type in Features and Benefits. (Needs Gap) .In the second column. .Look at the worksheets in Section #2 that are related to objections. ask questions. Review the table above. Each presents a different objection. (We reviewed four. etc.How long has he or she been at the firm? ..What is the job position of this person? .) . describe what you will say in response. (boomerang. . .Will the personality impact how you interact with the individual? 7.What are the needs of the decision maker that can be fulfilled by your firm? Type below in the table.

Section #2 Sales Call Script 6 .

Section #2: Sales Call Script This is a Word document so you can type your information below each question. I¶ve heard many things about your firm and its products. . Do not remove the worksheet instructions and guiding questions. Use B to indicate Buyer (customer) and S to indicate Salesperson. the script you write would say --S: Hello Mr. You have to use ADAPT first.What will you say? What will the buyer say in response to what you say? Type Below: (3) Establish a reason for meeting with the buyer. Type underneath each question. B: It¶s nice to meet you. I¶m Michael Pass. Smith. Type Below: 7 . An example is below with the Approach question. DO NOT START SELLING.What is the general benefit that you will bring up? Do not discuss details yet. You will receive and ³F´ on the assignment if these are removed. Thank you for meeting with me today. (1) How do you plan to introduce yourself to the customer? What will you say? For example. The Approach The Approach is the beginning of a sales call. Type Below: (2) How will you establish rapport with the customer? .

Type Below: Activation (adApt) (6) Show the impact of a problem uncovered through Discovery questions. Select three of these needs and write the script so you are asking the customer questions that lead him/her to state say these needs. Generate a desire. Assessment (Adapt) (4) Ask the customer for some fundamental information. Example: What effect does your supplier¶s late delivery have on your operations? Type Below: 8 . Activate the customer¶s interest in solving the situation. You must first Activate and Project with the Customer. Do not start selling or presenting when the customer expresses needs.What will the customer say in response? Type Below: Discovery (aDapt) (5) Ask the customer questions to uncover problems or dissatisfactions.The customer may be resistant. . . Review Section #1 where you identified the Needs Gap. The salesperson must explain why the information is needed.Use the ADAPT technique Do NOT Present or SELL Until ADAPT has been completed.What questions will the salesperson ask the customer? .

. Use a close-end question.Projection (adaPt) (7) Help the customer to ³project´ (realize) what it would be like to not have the problem or dissatisfaction. (See Activation) . what effect would that have on your business? Type Below: Transition (adapT) This is the transition to the presentation. Example: You said that you have problems with late deliveries.Refer to the needs stated by the customer. Quickly confirm with a ³tie-down´ question. Example: So having a supplier who is never late is important to you? Would you be interested in working with a supplier that is never late with shipments? Then say ± let me show you our product ± I think we can help you. (8) Confirm the buyer¶s desire to solve the problem. If a supplier was never late with delivery. Type Below: 9 .Ask what it would be like if the needs were fulfilled ± no longer a problem.

It¶s assumed you will be presenting the product. Be sure to place attention on the information revealed during ADAPT. . Type Below: 10 . . Discuss features of the product or service and the benefits. You must place attention on the problems/needs revealed during the ADAPT steps. then you are not focusing on the customer¶s Needs Gap. 9) What will you use to complete a presentation? . . Type Below: Uncover Objections with a Trial Close (10) After presenting the product do a trial close.Do not complete a true close ± do only a trial close. If you do not.Review your notes if you do not know the difference between a trial close and a true close. How will the customer respond? . Now you can present the benefits of your product and how it meets the customer¶s needs or satisfies the problems.What is the proof that you will be using? You do not need to write the script for your presentation here.What would you say? Write it below.Describe your visual aids.After ADAPT Complete a Presentation! Assume that you have secured desire for your firm¶s product.