Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin

FUNDAMENTALS OF SELLINGCustomers For Life Through Service

12th Edition

Charles M. Futrell

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The Psychology of Selling: Why People Buy

Chapter4

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Chapter

Chapter

4

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The Tree of Business Life: Benefits

IT C

Ethi

cal Service

Builds

T r

u e

Relationships

TT T

T T T TT T T T

Guided by The Golden The Golden RuleRule, emphasize benefits to improve your:

Communication Skills Ability to unselfishly help a person

make the correct buying decision

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Exhibit 4.1: Why People Buy–The Black Box Approach

Internalization process is referred to as a black boxWe cannot see into the buyer’s mind

Stimulus-response model

Exhibit 4-1: Stimulus-response model of buyer behavior

Stimulus Black box Response

Sales PresentationBuyer’s Hidden Mental Process Sale/No Sale

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What’s Known About Mental Process People buy for practical (rational) and

psychological (emotional) reasons. Some of a person’s thoughts can be

determined. Buyers consider certain factors in making

purchase decisions.

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enefit

dvantage

A FABulous Approach to BuyerNeed Satisfaction Stressing benefits is a very powerful selling

technique FAB selling technique helps emphasize benefit

F

A

B

eature

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The Product’s Features: So What?

Feature – a physical characteristic Many salespeople emphasize features Examples:

SizeColorPriceShape

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The Product’s Advantages: Prove It! Advantage - a performance characteristic The chances of making a sale are increased by

describing the product’s advantagesHow a product can be usedHow a product will help the buyerExamples:

Fastest-selling Store more information Copy on both sides of the paper

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The Product’s Benefits: What’s in it for Me? Benefit – a result of advantage People are interested in what the product will do

for them Benefits can be both practical and psychological Benefits should be specific statements, not

generalizations Emphasizing benefits increases sales

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Why Does Someone Buy These Items?

Diamond ring Camera film STP motor oil Baseball tickets

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People Buy Benefit(s)

High performing salespeople stress benefits They know this increases their chances of

making the sale and helping someone

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Example: Sporting Goods Salesperson to Customer:

“With this ball, you’ll get an extra 10 to 20 yards on your drives ( ) helping to reduce your score ( ) because of its new solid core ( ).”feature

benefit

advantage

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Use Your FABs

Feature – Physical CharacteristicBuyer thinks “So What?”

Advantage – Performance CharacteristicBuyer thinks “Prove It!”

Benefit – Favorable result from advantageBenefits are what people buy!

You can have a benefit of a benefit or a FABB

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Use the FAB Sequence The standardized FAB Sequence can be

used as follows:The…(feature)…means you…(advantage)…

with the real benefit to you being…(benefit)…. Note how a benefit is emphasized Pick a product. Insert a FAB of the product

into the above sequencePut in your own wordsTry it. It works!

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Which of the following is a feature, advantage, or benefit?

1.

2.

3.

4.

5.

“Made of pure vinyl”

“Gives 20% more miles to the gallon”

“New”

“Lasts twice as long”“Saves, time, work, and money”

Let’s Review FABs

F

B

F

A

B

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Let’s Review FABs

“Blade changing is quick ( ) and easy ( ) with this saw, because it has a push button blade release ( )”

advantage

benefit feature

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Let’s Review FABs “The king size ( ) will bring you

additional profits ( ) because it is the fastest growing ( ) and more economical size ( )”

advantage

benefit

feature

feature

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Let’s Review FABs

“For long wear ( ) and savings on your clothing costs ( ), you can’t beat these slacks. All the seams are double stitched ( ) and the material is 100% Dacron ( )”

advantage benefit

feature feature

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Exhibit 4.4: Match Buyer’s Needs to Product’s Benefits and Emphasize Them in the Sales Presentation

BenefitsSeller BuyerNeeds

Unimportant Unimportant(de-emphasize)

Important Important(emphasize)

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The Trial Close–a Great Way to Uncover Needs and Sell The trial close asks for an opinion, not a

decision to buy It gives feedback. The trial close is one of the best

communication techniques in the sales presentation

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The Trial Close Helps You to Determine: Whether the prospect likes your product’s

features, advantages, or benefits Whether you have successfully answered

any objections Whether any objections remain Whether the prospect is ready for you to

close the sale

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In These Examples of Trial Closes, Notice They Do NOT Ask Someone to Buy Directly

“How does that sound to you?” “Is this important to you?” “That’s great - isn’t it?” “I notice your smile. What do you think

about…?”

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Exhibit 4.5: The SELL Sequence: Use It Throughout Your Presentation

S E L L

Showfeature

Explainadvantage

Leadinto benefit

Letcustomer talk

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SELL Sequence SELL Sequence

- Show Feature

- Explain advantage

- Lead into benefit

- Let customer talk

SELL

- physical characteristic

- performance characteristic

- result of advantage

- ask opinion question

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Industrial Salesperson to Industrial Purchasing Agent:

“This equipment is made of stainless steel ( ), which means it won’t rust ( ). The real benefit is that it reduces your replacement costs, thus saving you money ( )! That’s what you’re interested in – right ( )?”

Skip video Video Help

advantage benefi

t

feature

trial close

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Let’s Review! When Are the Times to Use a Trial Close?

1. After making a strong selling point in the presentation (FABs)

2. After the presentation but before the close

3. After answering an objection

4. Immediately before you move to close the sale

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It Helps to Construct Four Columns in Creating Your SELL Sequence

Feature

Product made of stainless steel

Advantage

Will not rust

Benefit

Reduces your replacement cost

Trial Close

How does it sound to you?

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Exhibit 4.6: Examples of Features, Advantages, Benefits, and Trial Closes that Form the SELL Sequence

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Personality typing Adapt your presentation to the buyer’s

styleT IFS

ntuitor style– ideas, innovation, concepts, long-term

Adaptive Selling Based on Buyer’s Style

ensor style – action, to the point, verbal com

eeler style – people’s needs, small talk,

hinker style – logic, ideas, systematic, details

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Exhibit 4.8: Guidelines to Identify Personality Style

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Watch for Clues to Someone’s Personality Type

How would you describe this person? What is their time orientation – past,

present, future? What does their desk look like? What does their room look like? How do they dress?

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Determining Style Can Be Difficult

What is the person’s primary style? What is the person’s secondary style? Does the person’s style comprise all four

types?

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First Know Your Style

This helps you to adapt to the other person’s style

Which leads to better communication Knowing your style helps you identify a person’s

style, especially if your styles are the same (It takes one to know one.)

Page 579 to take the style test

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You Can Classify Buying Situations

Some decisions are routine Some decisions are limited Some decisions are extensive

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Exhibit 4.10: The Three Classes of Buying Situations

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View Buyers as Decision Makers

Five basic steps in the buying decision1.Need arousal

2.Collection of information

3. Information evaluation

4.Purchase decision

5.Postpurchase: Satisfaction Dissonance

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Exhibit 4.12: Personal, Psychological, and Social Forces that Influence Consumers’ Buying Behavior

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Satisfied Customers Are Easier to Sell to

It is easier to sell to a customer than to a stranger

Building a relationship is important to a salesperson’s success

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