Hewlett Packard - What matters to you matters to us.

1-Company Introduction & History:-

HP was founded in 1939 by Bill Hewlett and Dave Packard. Both the founders

had a degree in electrical engineering from Stanford University. It is an

American multinational IT corporation with its headquarters based in Palo Alto,

California, United States. The first product that was manufactured by HP was an

audio oscillator and their first client was Walt Disney who purchased 8

oscillators for the purpose of making full-length animated film Fantasia (1940).

The move into the computer market was made in the year 1966 with the HP

2116 .This product was designed to establish control over HP’S product line of

test .During the year 1969 HP marketed a timesharing computer system and

was in the process of continuing issue the new products. A full range of

computing equipments for e.g. personal computers were available by the end of

1980s.HP acquired Compaq in the year 2002.The Company specializes in data

storage, designing software, networking hardware and delivering service.

The Company was the first among many technological firms to get the benefit

from the ideas of Engineering Professor Frederick Terman as he pioneered the

strong relationship between Stanford and what emerged as Silicon valley.

(Information taken from - Source:

http://www.britannica.com/EBchecked/topic/264529/Hewlett-Packard-

Company).

He was considered to be a mentor in forming Hewlett Packard. An initial capital

investment of $538 was done to establish HP in Packard’s garage The

Company was incorporated on Aug 18, 1947 and went public on November 6,

1957.

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The company developed products for Military applications during the World

War II. Those products were vital enough to merit Packard a draft exemption

whereas Hewlett was serving in Army Signal Corps. It is interesting to note that

Stephen G.Wozinak was an engineering intern at the company and in the year

1976 he built a prototype for the first personal computer and offered it to the

company but HP declined his work and he joined Steven P. Jobs to create Apple

Computer.

Information taken from-(Source:

http://www.britannica.com/EBchecked/topic/264529/Hewlett-Packard-

Company/92973/Computer-business)

Snapshot of history of the Organization

Year Description

1939 HP was set up in The Garage

1940 First sale was done

1957 Company went public

1961 HP got listed on NYSE

1968 The first PC was launched.

1972 HP-35 was introduced. First handheld scientific electronic

calculator

1984 Inkjet and laser printers were introduced for desktop

1986 Domain name was registered as HP.com

2002 HP and Compaq merged

Vision and Strategy of the company- Diversity is the key driver of success for the company. The aspiration that the company aims at is inclusion would come from the conviction of each employee at HP.

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(Source-http://www8.hp.com/us/en/hp-information/about-hp/diversity/vision.html)

1.1-Executive Team

Meg Whitman Mohamad AliPresident and Chief Strategy OfficerChief Executive Officer

Martin Fink Henry GomezExecutive Vice President & Chief Technology Officer Executive Vice President and Chief Marketing and Communications Officer

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John Hinshaw George KadifaExecutive Vice President, Executive Vice PresidentTechnology and Operations HP Software

Tracy Keogh Cathie LesjakExecutive Vice President, Executive Vice President and Human Resources Chief Financial officer

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Mike Nefkens John Schultz Executive Vice President, Executive Vice President andEnterprise Services General Counsel

Bill Veghte Dion WeislerExecutive Vice President and Executive Vice PresidentGeneral Manager, Enterprise Group Printing and Personal Systems

Source: http://www8.hp.com/us/en/hp-information/executive-team/team.html

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1.2 -Organisation objectives and shared values

The main corporate objectives of HP are as follows:

The corporate objectives have guided the company for the conduct of the business since 1957.

Customer Loyalty – By providing high quality products and value. Growth- Always looks for opportunities to enhance the strengths of the

company. Profit- To create value for the shareholders Market Leadership- To develop and deliver innovative products, service

and solutions. Commitment to employees- To promote and reward employees on the

basis of their performance and to create a favorable environment for them.

Leadership Capability- the Company aims to develop leaders at all levels so that they can show the values of the company.

Global Citizenship- Serve as a social, economic and intellectual asset wherever business is done.

The Shared values:

Trust and respect for individuals- the company fosters to build a culture based on trust and respect.

Achievement and contribution- The hard work and effort of each employee are taken into consideration.

Results through teamwork- customers are a top priority and to serve them better is always a priority.

Uncompromising integrity- Open, honest and direct in dealings. Meaningful innovation- Invent useful and significant technological

products.

Some Information taken from Source: http://www8.hp.com/us/en/hp-information/about-hp/corporate-objectives.html

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Organizational Chart- Source: http://www.theofficialboard.com/org- chart/hewlett-packard#

1.3 –Financials:-

Year 2013 proved to be a positive year for the IT Company as the net income

for the period ending 31st Jan 2014 was $1.7.But the total revenue of the

company was down by 1% from $28.4 billion a year ago. The restructuring

program in the company has been quite successful and the investors along with

the customers have a lot more trust and confidence in the company as compared

to the previous two and a half years. The CEO of the company also feels that

the company is in a much stronger and better position as compared to the

previous years and it is evident by the growing numbers in the balance sheet and

the rise in the number of investors. Also the company projects a future positive

growth in terms of financial results because of the innovation in the products

which ignites HP for an exciting future to be ahead of its competitor’s .In terms

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of specific product personal system revenue was increased by 4% year over year

at $8.5 billion. The revenue from the commercial customers also increased by

8%.Apart from that there was a general decline in the entire rest of the market

and the desktop sales were also low in numbers however there was an increase

in the sales of the notebooks by 5%.

The flow in terms of revenue from HP’S enterprise grew by 1 percent year over

year and this enterprise group makes servers, provide IT services .The sale of

high end servers for high-transactional workloads dropped by 25%

SOURCE: Some word directly taken from (http://www.techweekeurope.co.uk/news/hp-stabilises-financials-139691)

Quarterly Results for 2014

Source : http://h30261.www3.hp.com/phoenix.zhtml?c=71087&p=quarterlyearnings

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1.4- Worldwide Locations:-

Africa

» Africa-English» Africa-French

» South Africa-English

Americas

 Argentina-Spanish» Bolivia-Spanish» Brazil-Portuguese» Canada-English» Canada-French» Caribbean-English

» Central America-Spanish» Chile-Spanish» Colombia-Spanish» Ecuador-Spanish» Mexico-Spanish» Paraguay-Spanish

» Peru-Spanish» Puerto Rico-Spanish» United States-English» Uruguay-Spanish» Venezuela-Spanish

Asia Pacific

 Australia-English» China-Simplified Chinese» Hong Kong-English» Hong Kong-Chinese» India-English

» Indonesia-English» Japan-Japanese» Korea-Korean» Malaysia-English» New Zealand-English

» Phillippines-English» Singapore-English» Taiwan-Traditional Chinese» Thailand-English» Vietnam-English

Europe

» Austria-German » Hungary-Hungarian » Serbia and

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» Belarus-Russian» Belgium-Dutch» Belgium-French» Bulgaria-Bulgarian» Croatia-Croatian» Cyprus-Greek» Czech Republic-Czech» Denmark-Danish» Estonia-Estonian» Finland-Finnish» France-French» Germany-German» Greece-Greek

» Ireland-English» Italy-Italian» Kazakhstan-Russian» Latvia-Latvian» Lithuania-Lithuanian» Luxembourg-French» Netherlands-Dutch» Norway-Norwegian» Poland-Polish» Portugal-Portuguese» Romania-Romanian» Russia-Russian

Montenegro-Serbian» Slovak Republic-Slovak» Slovenia-Slovenian» Spain-Spanish» Sweden-Swedish» Switzerland-German» Switzerland-French» Turkey-Turkish» Ukraine-Russian» United Kingdom-English

Middle East

Israel- Hebrew

Middle East- English

Source for Worldwide locations: http://welcome.hp.com/country/us/en/contact/ww_office_locs.html

2. PRODUCT DESCRIPTION:-

The various products offered by the company are as follows:

Computers which includes desktop, chromebook, thin clients, tablets,

point of sale, work stations

Networking includes network management software ,Wireless LAN,

Software defined networking

Printers (business printers, design jet printers, ink toners, scanners)

Storage

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Servers and blades

Software (Application lifecycle management, big data and analytics,

vertical portfolio, mobile app solutions etc.)

The company has been in the business for many years and is known for its

quality products all over the world. The company started more into the

computer products after its merger with Compaq. The company not only

provides the product but also a full range of other services to implement and

support IT infrastructure.

2.1-FEATURES, BENEFITS AND PRICE OF PRODUCTS

HP Chromebook 14

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Price of the product- $299

Features BenefitsColorful, sleek and stylish notebook It is easy to carry because it is not

bulky and at the same reflects your status of carrying a trendy notebook

100GB of google drive storage. A lot of apps can be stored and so no extra USB device is required which further leads to saving in costs

14 inch display screen This feature enables sharp graphics and rich colors. Because the screen is good in size it is easy for the viewer to see things more clearly without causing further stress on the eyes

Specifications-

Operating system- Chrome. It has a built in virus protection. Automatic OS

Performance- 4th generation Intel Celeron 2995U Processor

Storage- 32GB M.2 SSD3 +100 GB Google drive storage.

Colours- Snow white, Ocean Turquoise, Peach Coral

Weight- 4.07 lbs

Connectivity- 802.11a/b/g/n, Built in optional 4G, Bluetooth

Battery – up to 9.5 hours

Camera- HP True vision, HD webcam (720p)

Memory -4GB DDR3L

For more information visit- http://www8.hp.com/us/en/ads/chromebooks/specs.html

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Product 2 –Tablet Price - $ 149.99

Features Benefits

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1. It is small, affordable price and good quality.2.More fully powered Android

It has amazing audio, android and is worth the valueDue to a powerful android it has more speed than the rest of tablets available in the market. It allows integrated printing

Specifications-

Operating System- Android 4.1 Jelly Bean

Colour and Finish- Red and Silver colour, soft touch back panel

Performance- ARM A9 Dual core

Weight- 13.05 oz (370g)

Battery life- 5Hours video playback

Display-1024*600, HFFS wide

Camera- 3 megapixel

Memory- 1GB Ram, 8GB Emmc

Ports-Micro SD and Micro USB

For more information visit: http://www8.hp.com/ca/en/ads/slate-7/specs.html

Product 3- HP software Price- Since it is sold to business organization price depends upon the

size of organisation.

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Features Benefits1. Comprehensive solution for defining, managing and tracking requirements for business operations.

2. Gives preconfigured requirements to business analysts

Captures and traces the links between requirements and assets; Because it is comprehensive in nature it enforces standardization of quality and is consistent.

It makes sure that right requirements are taken into consideration to provide any value to the stakeholders or business users and it is easy to use

For more information visit: http://www8.hp.com/us/en/software-solutions/software.html?compURI=1172907#.UytRpPldXhk

Product 4- Printer and scanner like HP Office Jet Pro X, HP Laser Jet MFP’S for business use

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Price - $450 and up

Features BenefitsProfessional quality, energy saving, high speed, durable and performance efficient, fax and scanning capability.

Because of its professional quality it enables duplex printing and the speed is nearly 2times as compared to other printers available in the market. It has a built in Wi-Fi and therefore works very fast wherever the connection to the internet is available, One year warranty and onsite service is available.

Because it is energy efficient it reduces waste and uses 50% less energy.

Specifications-

Duplex printing- Double sided printing which saves time and money. Les paper is used. 500 sheet input tray and an optional 2nd tray is available which enables

more printing without any interruption. HP- ePrint – The printer can be connected smartphone and tablet as well. Energy star qualified.

HP Pigment ink which lasts longer Web Jetadmin- manages HP and non HP print devices with one tool.

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For more information visit: http://www8.hp.com/us/en/ads/officejet-pro-printers/overview.html

Product 5- HP Storage LTO-6 Ultrium tape drivers

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Price - $ 3050

Features BenefitsIt is simple, good quality, reliable and a compatible device with a feature of recording technology too

The greatest benefit is that it offers secures method for archiving the records, long term data retention.Affordable for business organization to meet the industry compliance regulations.

Specifications-

Butter Size- 512 MB included Transfer rate- 1.45 TB/hr. Compressed 2.5:1 Capacity - 6.25TB Compressed 2.5:1 Encryption capability- AES 256-bit Form factor - 1U Recording Technology- LTO-6 Ultrium 6250

For more information visit - http://shopping1.hp.com/is-bin/INTERSHOP.enfinity/WFS/WW-USSMBPublicStore-Site/en_US/-/USD/ViewStandardCatalog-Browse?CatalogCategoryID=CD4Q7EN5g0kAAAE8lY5_pGjT

Product 6- HP ProLiant Servers

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Price - $ 4314 and up

Features BenefitsGood power and extremely reliable device.One the most intelligent servers to solve the tasks.Simple server management

Since it is extremely reliable it provides the benefit of solving the most critical and crucial workloads in the business.

By being intelligent the benefit it offers is it helps in transforming economics of the data centre which is tough for the humans to do manually. It also provides great automation.

Specifications-

Product description- BL460c Gen8 Server Blade

Number of processors- 2

Storage controller- (1) Smart Array P220i/512MB FBWC

Hard drive installed- None ship standard

Standard Memory- 48GB (6x8GB) RDIMM

Processor name- Intel® Xeon® E5-2640 v2 (8 core, 2 GHz, 20MB, 95W)

For more information visit: http://shopping1.hp.com/is-bin/INTERSHOP.enfinity/WFS/WW-USSMBPublicStore-Site/en_US/-/USD/ViewStandardCatalog-Browse?CatalogCategoryID=p.IQ7habkJYAAAEypTo6yEFv

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Product 7- Accessories like Ink and toner, paper and printing materials and other printing accessories

Price – The price of the accessories depends upon the order placed by the business organisation and on the basis of specific accessory

The basic features for accessory are that if bought from the company they are of good quality, reliable. Benefits from such accessories are that they can be used to make the products more durable for use and the life span of the product increases if used properly.

2.2 Company’s and sales person Feature Benefit Response:

The company has been in the business for the last 75 years with the rich heritage of providing good quality products and excellent customer service. A brief list of our existing business partners is attached for your reference (Fig 2.2(1)) The Company is constantly engaged in the Research and Development process and thereby always provides new products with updated features. The company has worldwide locations and is known brand all over the world. The company aims to satisfy its customer by providing good after sales service as well and has good warranty periods associated to its products. Apart from this important feature of the company is that they manufacture energy efficient products which help in saving the environment and the speed of its electronic products is faster as compared to other same products offered by the competitors.

The salesperson has to sell 3 things to make the sale effective. They are as follows:

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Product Company Salesperson himself

After selling the features and benefits of the product and the company the sales person should also mention about himself and his achievements so that the prospective customer should feel that he is talking to some knowledgeable person .The achievements could be the experience, degrees held by the salesperson, some awards achievement.

After telling the prospective customer the Sales person can ask the prospective buyer the following question to generate response:

Is this the kind of experience or company you are looking forward to?

Fig 2.2(1): Some of our current partners

Business Name and Address Phone No

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Best Buy - Store 505 7121 - 120th St Delta British Columbia V4E 2A9

Phone No : +1-604-5019720

London Drugs - Store 017 7303 - 120th St. Delta British Columbia V4C 6P5

Phone No : +1-604-5912925

Staples - Store 106 7315 120th St Delta British Columbia V4C 6P5

Phone No : +1-604-5017820

Future Shop - Store 600 12048 80 AV Surrey British Columbia V3W 3M1

Phone No : +1-604-6351452

Costco Canada - Store 55 7423 King George Hwy Surrey British Columbia V3W 5A8

Phone No : +1-604-5967435

Future Shop - Store 4310 450 Derwent Pl New West Minister British Columbia V3M 5Y9

Phone No : +1-604-4358223

Best Buy - Store 961 10025 King George Hwy Unit 2153 Surrey British Columbia V3T 2W1

Phone No : +1-604-5807788

Future Shop - Store 004 10045 King George Hwy Unit 3200 Surrey British Columbia V3T 2W2

Phone No : +1-604-5884899

Staples - Store 176 10136 King George Hwy

Phone No : +1-604-5826789

Source: http://h20465.www2.hp.com/gpl/ProductSearchResults.aspx?

strPLs=PSC989%2c&strLngCode=en&strSubregCnryCode=&strUnits=K

M&strResultsUnits=Kilometers&strM

3 -TARGET MARKET:-

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The industries operating in the various fields such as Communications,

media and entertainment; health and sciences; financial services;

manufacturing etc.

Small and large business owners who have their own private business.

Schools, colleges, hospitals where computers and other technical devices

are required for the work.

Retailers and wholesalers like BEST-BUY, Future shop, Target, Costco

etc.

Independent software vendors To attract those business people who use its competitor products like

Dell, Sony, Apple, Acer

4-COMPETITION:-

The main competitors of HP are Dell, Apple, Samsung, and Microsoft, Sony.

Microsoft was earlier a partner to HP but now they are outright competitors because they are competing to provide same hardware services. Also Intel has entered in cloud computing and computer security thereby giving them a tough competition to HP

SWOT analysis- HP

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Strengths-

Diversified product line

Strong financial reserves

Strong presence as a brand

Global presence

Weaknesses-

The company has not been

able to establish itself in tablet

market.

Not a lot of promotional

activity done.

Opportunities-

Growth in IT industry

To grab market share of its

competitors.

Threats-

Other competitive brands are

performing well in the market

Some companies offer less price

which can lead to losing of

market share by HP

2. SWOT analysis of APPLE (major competitor in tablet and laptop market)

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Strengths-

Good financial performance.

Diversified product line.

Strong advertising

Highly innovative in producing new

products specially in mobile ,tablets,

computer and laptop market

Strong brand presence

Weaknesses-

High price

Changes in the management

Too technical as it has

different operating system

Opportunities-

To enter into printers, server and

networking market.

High awareness among consumers

for Apple brand that can be used to

bring more traffic to the store.

Cloud service

Threats-

Android popularity

Rapid changes in technology

Competitors have a more

diversified product line as

compared to Apple

3. SWOT analysis of DELL (major competitor laptop market, blades and servers and printers)

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Strengths-

One of the best brands in the world

Largest manufacturer of PC

Diversified product line

Onsite product service

Weaknesses-

Lack of strong retail partners

Not able to attract the youth

market

No distribution channels

Opportunities-

To create a more favorable image

among the younger generation.

To have a stronger presence in the

tablet market

Patent acquisitions

Threats-

Increase in competition

Growing demand for smartphones

and tablet

4. SWOT analysis of Microsoft (major competitor in laptop market, computers, software storage and servers)

Strengths-

Dominant market share in software

industry

Highly innovative

Diversified product portfolio

Strong and focussed Research and

development

Weaknesses-

Search engine market is weak

Lacks development in internet

market

Dependent upon hardware

manufacturers

Opportunities-

Rise in smartphone and tablets

Growth through new acquisitions

Threats-

Intense competition in software

industry.

Less brand loyalty in consumers

buying behaviour

5. SWOT analysis of Sony (offers laptops, tablets and other alternative products like PlayStation, TV, digital cameras)

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Strengths-

Strong hold in the entertainment

industry.

Technological expertise.

Weaknesses-

Nit able to hold on to its brand

equity.

High price

Opportunities-

The products like tablets offered by

Sony are waterproof which can be

an opportunity for them to have

more sales.

Innovate more technological

product for a breakthrough

Threats-

Rise in competition.

6. SWOT analysis of Samsung (competitor in laptop, tablets, printer and accessories like toner)

Strengths-

Huge brand recognition

Strong financial reserves

Constant innovation

Competitive prices.

Weaknesses-

Too many products

Do not have their own

software

Opportunities-

Growth of smartphone and tablet

market.

To retain its existing business

customers and attract new ones

Threats-

Changes in economy

Changes in technology

Strong rival e.g. .Apple

7. SWOT analysis of Cannon (competitor in printers which is a flagship product for HP).Other alternative product that cannon offers are cameras, photo copier machines.

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Strengths-

Latest technology

Competitive prices

Strong R&D along with Japanese

technology.

Weaknesses-

Expensive products

Opportunities-

To diversify its product line

To build on its brand worth.

Threats-

Changes in economy

Strong competition especially in

printer market

5-PROSPECTING:

Pre approach and qualifying

Pre –Approach: It refers to the process or the approach that is used by the sales person in order to be successful so as to cater the needs of the prospecting consumers and make them turn into actual users for the product. This stage involves necessary planning as the salesperson should collect all the information about its customers so as to ascertain whether they actually need the product or not.

The pre-approach process helps to gain insight about the consumers needs and provides a pathway to the salesperson in terms of how to approach to the customer and thereby giving allowing the salesperson to serve the customer better. The other objectives of pre-approach are it gives sales person more confidence, the presentation for the demonstration of product can be better planned and a lot of time and energy is saved.

Some of the main sources of prospecting are as follows:

Referrals Websites

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Telemarketing Directories Trade shows Direct Response advertising and sales letters Cold calls Computerised databases Educational seminars

Qualifying: This is another important step in the process of sale. In order to be successful knowing the art of asking of right questions is very important. An effective way to qualify a client is to follow the path of BANCU i.e. (Budget, authority, needs, competition and urgency).Once this stage is completed and the sales person has asked good questions around these five areas then qualified prospects could be assessed by the salesperson and product can be recommended according to requirements of the client however final proposal of solution should not be done unless the problem of buyer is clearly understood.

6- NEED DISCOVERY:

As the term suggest the main aim of asking question is to understand the needs of the customers so as to determine what can lead them to the buying of the product.

The sales person can establish two way communications by asking right appropriate questions and listening carefully to the customer’s needs so as to provide them with the right kind of solution.

The different stages of need discover questions are as follows:

Information- Gathering questions:-

At this stage general questions are to be asked so as to gather some important information about the prospecting client. These questions help to establish a rapport with the client

What types of electronic products are generally sold at your store? Who is your current supplier? What is the general level of inventory that you require?

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How is your business performing in the market? What type of attributes you look forward to in the product? What is your budget? Who has the authority t0o make the final call on the purchase of the

products?

Probing Questions:-

These questions are basically asked in order to probe more information from the buyer so as to make a more effective sales presentation and effective demonstration of the product. Such questions help to clarify the buyer’s perception and opinions by encouraging them to give more details and insights on their problem

Examples of probing questions:

Are you looking at other suppliers? How was your experience with your past suppliers? Did you face any product gaps in their service? Could you please be more specific in explaining the term “good quality”? What are your expectations from your new supplier? Do you have any specific colour preference for the products or specific

model numbers for computers, laptops, printers and other service that we provide?

How often do you order for the products in your store or for the organization?

Confirmation Questions:-

Such questions are necessary to be asked so as to make sure that the prospect has understood the message clearly.

Examples of confirmation questions:

Is the kind of experience you are looking forward to? Have you understood the money back policy of our company?

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Do you have any further question on aftersales service of our company? Did you like the diversified product line that we offer in electronic items?

Summary Confirmation Questions:-

One of the best ways to reconfirm that everything has been covered in the need discovery part with the prospective buyer is by asking summary confirmation questions which in a way help to clarify and confirm the buying conditions

A simple way to summarise is as follows:

Based on what we discussed I would like to summarize….

The sales person should make sure that while doing the summary he covers BANCU i.e. questions on budget, authority, needs, competition and urgency

7- DOMINANT BUYING MOTIVES:-

These are those buying motives that have the greatest influence on the customers buying decision. Successful sales people adopt such strategy which involves discovery of the buying motives that would influence the purchase decision of the customer.

The different types of buying motives are as follows:

Emotional buying motives Rational Buying motive Patronage buying motives Product buying motives

Some of the typical dominant buying motives for purchasing HP products

can be:

Superior service

Quality

Brand preference

Competitive Price

Design of the product and its utility according to their purpose

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Environmental friendly which is a big concern for consumers these days

when they make the purchase of the product.

Energy efficient

User friendly

Onsite service

Diversified product line

Innovative products

8- DEMONSTRATION DETAILS:-

Demonstration is that part of selling in which the consumer is engaged in touching and feeling the product so that he knows what kind of product he is buying .Product demonstration contributes positively in the selling buying process because the prospective consumer can have a better evaluation of the product. It is in the demonstration phase that the salesperson has to tell about the feature benefit of the product and also generate a response reaction from the buyer.

The demonstration has to be real and it should be supported by way of some evidence i.e. by way of online presence, reviews from the existing clients, testimonials, awards won by the company for its technological achievements, corporate social responsibility duties performed. It is necessary for a salesperson to realise that he is selling a solution to the buyer and not the product .Such technique can lead to an effective sale because the customer feels more satisfied .Also for demonstration a part from the product catalogues and brochures can be used .The customers should be involved by helping them run the different electronic equipments on their own so that they are actively involved in the buying and demonstration process.

9- OBJECTIONS:-

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It is not necessary that a sales person is successful in his/her first attempt to sell the product .Though most of the sales people put a lot of their efforts for an effective product demonstration by clearly displaying the features of the product but even then the customers might not at one go say “YES” to buy the product and would raise further queries and objections so as to get some additional information. Therefore, objection should be considered as a positive sign because if properly handled they give a chance of an effective closing. Also objection give a sign that the prospective customer paid enough attention to the salesperson and therefore made an effort out of his desire to buy the product by raising those objections.

It is important to understand the extent to which the objection is raised by the prospective customer so that the salesperson can communicate more appropriately about the concerns the buyers might have in order to make him feel satisfied about the product and the company .Attention should be paid to customers objection by listening them attentively and efforts should be made to resolve them fully and again cross check with the client to make sure that his/her i.e. . Prospective buyer concerns are taken care of with proper solutions.

Some of the possible objection could be as follows:

Objection Response from salespersonPrice – budget is limited Quality is the top priority in our company and HP

is a leader in the respective product (e.g. printer or tablet or servers or blades etc.)

Location Have worldwide offices and we commit to excellence in service in term of delivery of the products

Warranty HP provide 3 years of warranty which we guarantee that no other organisation provides

After sales service Provide free onsite service

Steps in dealing with objections:

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Allow the prospect to freely communicate his views. Always welcome the objections. The objections should be reaffirmed in the form of question that is to be

answered. Try to provide a benefit to the customer which compensates the objection. Always try to give full complete answers by providing the prospective

buyers with all the relevant information

Source: http://www.dirjournal.com/guides/sales-objections-are-sales-opportunities/

9- CLOSING:-

After handling the objection successfully the next step is to close the sale. This is an very important area to be learnt because most of the salesperson keep talking without realising that the customer has already at this stage given his consent to buy the product and therefore understanding the closing cues becomes important. Understanding the communication style is very important so that the salesperson can make an effective closing according to the behaviour of the client.

Some of the closing methods are as follows:

Trial close- It is the best attempt to close the sale as it encourages the customer to reveal his readiness or unwillingness to buy the product.

Summary-of-benefits close - summarising and re-emphasis on the benefits so as to get a positive response from the prospective buyer.

Assumption close- Simply assuming that the customer is ready to buy.

Special Concession close- Providing the buyer with some extra benefits

Multiple options close- Providing the prospect with various options so as

to evaluate the degree of interest in each of the different options.

Direct appeal close - asking for orders in the straight forward manner. Combination close - Using of different i.e. two or more closing methods

at the same time.

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Some questions and statements that could be used for closing the sale:

Are you ready to sign the order form? When would you like to have the delivery of the products? The shipment can be arranged .Would you please tell me the date when

you would like the order to be shipped? Is this date satisfactory for delivery? May I get your signature on the order form? Which method of payment would you prefer? Based on the position I would recommend lease purchase plan for placing

your order with us

10- SERVICING:-

Servicing is one of the most important areas which has to be dealt effectively because the customer loyalty and relationships are based on the service provided to the clients once the sales has been completed. For HP maintaining its clients with utmost satisfaction to them is the top priority and no compromises are made on that front. The company not only provide in-store service but also onsite service which not many organisations provide and this makes HP set a part from rest of its competitors. The company makes sure that the delivery of the products is made in time.

The company also provide online support system and the call centre people are also very helpful to resolve the clients problems 24*7.

The company makes sure to do a follow-up with its clients once the products have been delivered so as to make customers at ease and also make them feel privileged. Your calls to customer care department would never go un-attended and it is made sure that the customer is not put on hold for a long period of time. The company aims at providing quick and efficient service to its customers and replace the product as well under the warranty period without any problems if the customer is not satisfied with the product .Also the company aims at taking the feedback for the products and their service so as to constantly improve and provide excellent service to its customers.

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NOTES

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NOTES

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