1. Approach, Attitude, Aptitude
SALES PROCESS
An Insides Sales Perspective
Adnan

2. INTRODUCTION
This presentation focuses on the Insides Sales Process which is not very different from an “Outside/Field sale
process” in terms of the steps involved, which are prospecting, qualifying, need analysis and closure, however,
the dynamics are different. The sale is done on a call. Zero physical presence, eye contact, body
language…everything depends on how you communicate over the phone and email.
We shall deal with the different stages in an Inside Sales Process
Quota Vs Achievement - Classic Model
Sales Funnel
Approach, Attitude and Techniques
Call Flow Chart
Negotiation Strategies
Best Practices

3. SALES PROCESS Prospecting/Qualifying
Pre-approach (prospect background
check, company research)
Approach – Specifics, Need Analysis
Presentation and
Demonstration
Overcoming Objections
Closing
Follow Up and Retain/Maintain
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4. • Determine whether the prospects is interested at all
• Establish Right Party Contact
• Find Decision Maker
• Set expectations
• Agree upon a future follow up date
Prospecting/Qua
lifying
• This strategy is followed either before the first call or during/after the first call
• Research the company background of the prospect
• Establish Purchase power - recent acquisitions, mergers if any
• Check press releases, social media to understand the pulse of the prospect
Pre-approach
(prospect
background
check, company
research)
• Probing, asking the right questions, SPIN technique
• Narrow down the questions to specific requirements/pain areas/needs
• Establish which requirement/need if not met would result in a deal breaker
• Check for and propose work arounds
• Qualify the prospect as small, medium or enterprise level basis on the
need
• Confirm with the prospect if he or she is committed to buy if the needs are
met?
Approach –
Need Analysis

5. • Prerequisites - Good product language
• Professional demonstration/presentation, KISS (Keep it short and simple),
focus on the key requirements
• AIDA – Gaining Attention, holding interest, arousing desire and obtaining
action
• FABV – Features, Advantages, Benefits, Value
Presentation and
Demonstration
Overcoming
Objections
Closing
• Psychological Resistance - Preference to brands, apathy, dislike towards making
decisions, neurotic attitude toward money
• Logical Resistance – objection to the price, delivery schedule, few characteristics of the
product/company
• Overcome these objections by – maintaining positive approach, asking the buyer to
clarify the objection, asking the reason for objection, making the buyer invalidate the
objection himself, giving alternate solutions, options, workarounds.
• Confidently ask the closing questions
• Give two options A or B, ask to select one
• Ask the preferred payment method, suggest to guide the buyer
through the payment process
• Use statements like – let us book your order first and then select the
best plan that suits your needs.
• Get the buyer make minor choices in your product/service offering
like color, template, size etc. this will subconsciously ready the buyer
for the sale

6. Follow Up
Retain/Maintain
• After sales support and services
• Helps reduce refund cases
• Important for customer service and brand value/image
• Helps retain the customer and get repeat business
• Upselling and Cross Selling opportunities

7. Target Customer Segment
B2B
B2C
Target
Hypothetical Sales Target/Month = $10,000
Product/Subscription Price
Hypothetically 1 Subscription = $100
No. of Subscriptions to be sold to reach
target/month
Monthly Target/Unit Price = 10,000/100 = 100
Hypothetical Average Revenue (# of subscriptions
sold) per Order
5 Subscriptions = 5*100 = $500
# of Orders required to meet the monthly target
Monthly Target / Average Revenue per Order
10,000/500 = 20 Orders
Considering Lead Conversion Ratio = 10%
100 Leads = 10 Sales
200 Leads = 20 Sales
Conclusion
# of qualified prospects requires to meet 100%
Target = # of orders required to meet monthly target *
Lead Conversion Ratio (10)
20*10 = 200 qualified prospects
As per the conversion ratio, if we contact and pitch
our product to 200 prospects, 20 prospects will
definitely buy and convert to customers.
Revenue per order = $500
20 Customers Revenue = 20*500 = $10,000.00
QUOTA VS ACHIEVEMENT CLASSIC MODEL

8. SALES FUNNEL
Converted
Qualified
Targeted Leads
Leads Population
Approached
Promising

9. • A sales rep should know how to greet his buyer
• Appreciate the buyers time and interest in your
service/product
• Do the homework – impress the buyer with latest
information of his company – do some research
• Always have an agenda/plan and make the buyer a part
of it by setting expectations. “ As agreed I shall call you
next week to discuss pricing”
Approach
• Visualize the deal before you call. A deal is lost or won even
before you make the first call.
• A sales rep cannot get bogged down by rejection. It’s the
motivator to find the next target.
• Patience is the key. It plays a major role in negotiation as well
as building your pipeline.
Attitude
• Techniques are successful when
implemented and executed at the right
time.
• SPIN (Situation, Problem, Implication and
Need-Pay Off Questions)
• AIDA (Attention, Interest, Desire and
Action
• ABC (Always be closing)
• Negotiation/Closing Techniques Like –
Bait and Switch, Low ball, Camel’s Nose,
Foot in the Door…
Technique

10. Bonding & Rapport:
People do business with people who they like and
are comfortable speaking to :
They are three categories of people :
Auditory : Speak very slow and they like to talk to
you before they make a decision.
Kinesthetic : Speak at a moderate pace and they
like to touch and try the product before they make a
decision.
Visual : Speak very fast and they like to see the
product before they make a decision.
A Sales Professional should match the prospects
way of communication, subtly use some of the
phrases he might be using so that he trusts you to
eventually do business with you.
Pitch & Hook Strategy: (First 2-3 Minutes)
Always use polite manner to address people “Thank
you, for your valuable time” Start/End conversations
this way.
I am Insert Your Name and I am calling on behalf of
Genpact, Can I get two Minutes of your time?
Have relevant talking points which will hook the
customers interest.
APPROACH, ATTITUDE AND TECHNIQUES

11. Up Front contract
Time = Money , not setting expectations is wasting
time or losing money.
Timelines => Your Agenda => Prospects Agenda
=> Possible Outcomes
Prospect, when I call you next time on Wednesday
@ 3:30 PM for 15-20 minutes, I would like tell you a
little bit about ourselves, ask you questions related
to your business concerns/challenges and if we find
our conversation interesting we can proceed to a
next level of conversation. Can we agree on that?
Prospect, based on what we discussed so far, I
understand your concerns are problem 1, problem 2,
Problem 3. Possibly after our presentation two
outcomes may happen:
Our product/services do not match – In this case,
can you please comfortably tell me “NO”
Our product/services are a perfect match – In this
case, can we decide the next steps?
SPIN Techniques
Asking the right questions is the key to successful
selling.
Sir can I ask you a couple of questions with your
permission?
Situational Questions:
Could you tell me a little bit about your business?
(What all do you do )
What is the annual turnover?
Problem Questions:
Ask about the buyer's pain. What are your areas of
concern?
Implication Questions:
If this does not work how does it impact your
business?
Need Payoff Questions:
If I can show you a solution to these challenges will
you be willing to act now?

12. Remember You Are Paid To Get Information
Tell me more about that…
Can you give me an example?
Since how long has this problem been existent?
Did you try to fix it?
Did it work?
How much has this problem cost you already?
Are you committed to solving it now?
Budget
We talked about Problem 1, Problem 2, Problem 3,
let us say we resolve these problems for you, do you
have a budget set aside to invest in such a solution?
No I don't:
This is very common, how do you plan to solve this?
Yes I do:
Can you share it with me?
Yes but I can't tell you:
Use the 3 Cards Technique
Tell a third party story to convince

13. Decision Making
Don’t fall into the trap of “I Don't have the
authority”
Apart from you who is involved in the decision
making in such matters?
Do you think we can involve him in this
conversation?
At what stage does he get involved?
Presentation
Start by setting an expectation that you either expect a
No/Yes at the end of the presentation.
An effective presentation will show/present in a
consistent manner how the product/services will
solve his needs for the amount of money he is
willing to spend.
Ending the Presentation (Lock the Sale):
Half way across the presentation ask, “Are we in line
with your expectations or are we missing something?”
Don’t ask for the sale, let the prospect confirm it.
Sir we have ended our presentation, hopefully we have
addressed your concerns, Now what do we do next?

14. Negative Reversing
Prospects have a hidden agenda , they are
evaluating other service providers who are
competing for “PRICE”.
It takes 2-3 attempts to get to the real intent of the
question.
Always use Softening Statement and then turn the
questions around.
Softening Statements:
Excellent Question Sir
Valid Point Sir
Good Question
I am able to understand your point
Typical Sales Objections
What is your Price?
Don't worry about price, we are very flexible. I will
share my pricing shortly but in order for me to
present the best quote, can I ask you a couple of
questions?
What are the Features?
Good question, we have many, but I want to present
the features that are best suitable for your business
We don't need your service.
I respect your position, The last customer I talked to
had the same opinion but when we sat down to talk
we ended up doing business and they are a satisfied
customer with us today.
We don't have the time.
I agree with you, Time is Money. If I could show you
how you could make more money would you be
willing to invest 15 Minutes?

15. Start with inquiring questions (SPIN)
related to your service/product
offering, check if they are already using
some other service , if not , then would
they have a requirement or are looking
for an alternative?
Greet
Is this a good time to
talk?
Schedule an appointment for
the next call and send a
calendar invite – set
expectation for the next call
No
Yes
Ask which product service they
are using, make a note and check
if we could be in touch for a future
requirement and whether we can
send product updates
No
check with the buyer if this is a good
time for a brief discussion, if yes
Introduce your product and services in
brief, state the usp and benefits of your
product and ask if he would like to take
this the next level for a product demo
Yes
Ask when else would be a good
time, follow up on this, set up an
appointment and follow up
accordingly
No
Do the needs analysis, ask the right
questions (SPIN), establish the specific
needs, pain areas and then give your demo
focusing mainly on the key requirements
Yes
Follow up after a
couple of months
and check if things
have changed
Yes No
Mark the lead
as lost and
move on
CALL FLOW CHART

16. Highlight the features of interest during the
demo, hold the interest levels of the buyer, use
the wow feature as a strategic card (AIDA)
(FABC), show the value proposition to the buyer ,
go for the close, give two options, ask to select
one, ask how would he make the purchase?
Give the price, send the payment link, offer to
guide through the payment process, close, use
discount coupon if required, once the sale is in,
upsell for multi year contract, special support
services, upgrades, etc. or cross – sell
services/products which would complement,
value add to the current package
Yes
Ask Why? Have a positive tone, ask the
buyer to clarify the objection, qualify the
reason for objection as valid or invalid, if
valid propose solutions/alternatives/work
arounds, give additional benefits, premiums
as compensation, show the buyer the bigger
picture, show what he stands to lose, check
if he agrees to go for the proposal
No
Yes No
Play the discount card- give a tempting
discount on the price as a compensation
and show the overall benefit to the buyer
as we are not only giving him an alternate
solution but also additional benefits and
perks and all this at a discounted price.
Mark the
lead as
lost and
move on
Yes
After Sales follow up call to ensure
everything's going smooth, provide
customer service and ask for additional
requirements - if yes, upsell and upgrade
Yes
Follow up call for renewal,
renew and retain
No
No No

17. NEGOTIATION STRATEGIES
Big Pot
Leave yourself a lot of room
to negotiate. Quote a high
price at the beginning. After
making concessions, you will
still end up with a larger
payoff than if you started too
low.
Get Lost/Stall for Time
Leave the negotiation completely
for a while. Come back when
things are getting better and try
to negotiate then. Time period
could be long (say you are going
out of town) or short (go to the
bathroom to think)
The Well is Dry
Take a stand and tell the buyer
you have no more concessions
to make.
Wet Noodle
Give no emotional or verbal
response to the buyer. Do not
respond to his or her force or
pressure. Sit there like a wet
noodle and keep a “poker face”.
Limited Authority
You negotiate in good faith with
the buyer, and when you are
ready to sign the deal, you say I
have to check with my boss
Be Patient
If you can afford to outwait the
opponent, you will probably win
big

18. BEST PRACTICES
Numbers Game
Its an age old and proven
strategy of Sales. If we reach
out to a 100 prospects, 50
might show interest but 10 will
definitely buy!
Know Your Competition
We should be able to show the
customers the value/benefit of
buying our products in terms of
quality and savings through
comparison sheets of our
products/services with
competitors products. This will
help our customers to make
quick and informed purchase
decisions.
Leave No Stone Unturned
If we have a 100 leads to
contact, its very important to
touch all 100 contacts. The first
50 might not have any potential
but the 51st could, or, the 100th
might be our gold mine in
waiting! Just in case we give up
before the 100th, the gold mine
goes to our competition
Need Analysis
Asking the right questions,
probing future requirements,
business turnover, asking
specific requirements, whether
they have the potential to buy
big or small, whether they would
be interested in a multi year
contract etc. could help us sell
the same prospect big or small.
Product Knowledge
Its important to have good
product and pricing knowledge,
with the ability to negotiate and
close by giving discounts when
necessary.
Right Party Contacts
Finding the decision makers, the
right party contacts who have the
authority to take purchase
decisions and execute them will
help fasten the sales cycle per
lead/prospect.

19. Setting Realistic Expectations
Set a realistic time frame for sale/closure
Proactively suggest a follow up date.
Make it very clear to the prospect that your intention
is to sell and you expect them to buy.
Follow Up’s
Timely follow up’s with the prospects and setting
reminders for self and also paying follow up visits
and making follow up calls build’s the confidence in
the prospect’s in terms of the company’s customer
service and integrity and market presence. This
helps in building and maintaining the pipeline and
bringing deals to closure.
Discount Offer/ Free Trial or Sample
Use discounts sparingly and as a strategic weapon.
Giving a discount without being asked for may result
in a lost sale. Customers suspect the authenticity of
the company if we start offering discounts at the
drop of the hat
Closure
ABC (Always be closing)
It is important to make it clear to the customer the
intention to sell by using closing statements.
Example –since you like our product, how would you
make the payment? Credit Card or Bank Transfer?
We accept both.

20. Daily Activities
Check your CRM for fresh leads assigned, check
Inbox, Voicemails and follow up tasks.
Touching fresh leads should be the highest priority.
Be prompt with your follow ups and leave notes on
every call so that you do not forget what you had
spoken the last time
Do not forget to set reminders. We are humans and
we forget.
Religiously make those required number of calls
Calls and Voicemails
Never call a prospect more than twice in a day and
its best to leave a voicemail on the third.
Your voicemails should be short and to the point
along with your contact info
If a buyer doesn’t wish to receive calls – respect that
space and send emails instead.
Emails
The chances are your email are being ignored or
are in destination spam of the buyer.
The subject line should make sense, call for action,
should have the buyers name in it and should be
relevant
Dave – how does your calendar look this week?
Trying to connect
Your recent activity online, saved you nine –
Adnan/Genpact
Dave – thought to give another run up to the top of
your inbox
Sleep Well
A sales job is challenging and can take a toll on you.
Ensure you get good sleep so that you are ready for
the battle ground everyday
Drink Water
Stretch, take a walk and indulge yourself, have a
laugh, do some group activities at office. It will help
you refresh and renew your energy levels.