Let’s consider the traditional Steps in the Sales Process/Behaviors and Role of Social Media
 
  1. Understanding the Customer 
    • Knowledge gathering: Creating/joining/participating in field-specific LinkedIn groups. 
    • Prospecting: Monitoring comments to understand how message is perceived, or what other information is wanted. 
    • Lead generation: Company product blogs with active comment monitoring and question feedback. Allowing open membership to generate future client list. 
    • Determining communication styles: Establishing a Twitter presence. 
    • Identifying risks/buying situation: Monitoring comments to understand attitudes toward purchasing and buying preferences.
  2. Approaching the Customer: Posting news stories on Facebook
    • Establishing credibility: Facebook promotions inviting participation in new product testing, or sharing stories about community involvement and fun activities that build brand. 
    • Gaining attention: LinkedIn surveys and polls to generate industry discussion about relevant topics.
    • Rapport building: Tweeting about conferences/results/innovation. 
  3. Needs Discovery: Tweeting to solicit customer/competitor feedback.
    • Questioning: Creating an app to solicit customer product and service ideas. 
    • Listening: Generating blog posts designed specifically to ignite conversation or debate. 
    • Understanding motives: Asking Facebook fans to vote in polls or comment on proposed changes to products, services, or logos.
  4. Presentation: Chatter to collaborate with customers on proposals and campaigns.
    • Demonstrating value propositions: Sharing success stories via Facebook.
    • Prescribing a solution: YouTube channel to provide information to customers.
    • Using visual aids/demonstrations: Tweeting about price specials, coupons, loyalty rewards, or contests.
  5. Close: Facebook or Twitter to drive clients to sales channels. Chatter to work one-on-one to resolve deal inhibitors. Blogs or LinkedIn to address issues raised by competitors or unhappy clients.
    • Asking for the sale: Tweets to VIP clientele to sell special concert or sports event seating.
    • Overcoming objections: Sharing success stories via LinkedIn or Facebook posts.
    • Negotiation: Blogs to address issues raised about products or services. Facebook posts to ask for donations.
  6. Service and Follow-Up: Following customers on Twitter. Mining their fans and followers for prospects.
    • Communication: Tweets to announce sales goals, product success, new products. Facebook promotions and rewards for referring friends or asking them to like/follow your posts.
    • Gaining referrals: LinkedIn and Facebook to ask for referrals.
    • Determining future sales opportunities: Tweeting to communicate success stories.
 
I Think, I have covered all aspects of sales. Looking forward to in hearing from you experts.