What is the sales process?

The sales process is a series of steps designed to guide customers from the awareness stage to the decision to purchase and become loyal customers. It includes activities such as lead generation, outreach, persuasion, closing the deal, and post-sales care. An effective process must:

• Be systematic: Easy to apply and repeat by all employees.
• Be measurable: Helps track performance at each stage (e.g., conversion rate, closing time).
• Focus on the customer: Addresses real needs, not just “sells” products.

Example: An online fashion store can build a process from running Instagram ads (finding leads), reaching customers through message consultations, shipping products, and sending thank-you emails after they have purchased.

Why build a process? Standardized sales?

Without a process, the sales team easily falls into the following situations:

• Working based on intuition: Each employee applies their own method, leading to inconsistent results
• Missing customers: Not following up on leads, losing opportunities to close deals
• Difficult to train: New employees don't know where to start
• Unmeasurable: Unclear which stages are underperforming

Conversely, a standardized process brings benefits:

• Increase Performance: Employees work in unison, reducing errors
• Easily scalable: Easy to train new staff and replicate the sales model
• Improved customer experience: Customers receive consistent, professional service
• Data-driven optimization: Easy to analyze and improve step by step
See more smart marketing solutions to reduce costs and maximize efficiency

7-Step Sales Process Diagram with GTG CRM

Step 1: Preparation and Objective Definition

Objective: Understand your customers and market to build a suitable strategy.

How to do it:

• Market research: Use tools like Google Trends, SEMrush, or customer surveys to identify trends and needs
• Sketch a customer profile (Buyer) Persona): Identify their age, income, behavior, and problems. Example: A cosmetics store might target women aged 25-35 who are interested in organic products.
• Choose your reach channel: Social media advertising, SEO, or webinars
• Set KPIs: For example, collect 100 leads/month or achieve a 20% conversion rate.


Businesses need to research the market school, customers to build sales process

You can use CRM platforms to simplify this step. GTG CRM is one of the tools that can help aggregate customer data from many different sources, manage customer data effectively on a single platform. If you don't use a CRM, you can use Google Sheets to record information.

Step 2: Finding Potential Customers

Objective: Build a list of potential customers with a high likelihood of making a purchase.

How to do it:

• Collecting Leads: Use registration forms on Websites/Landing Pages, paid advertising, or offline events
• Filtering Leads: Classify by needs, purchasing power, and level of interest
• Using Lead Scoring: Evaluate leads based on behavior (e.g., ebook download = 10) Points, call for consultation = 50 points).



Identify who the real customers are who need your product

GTG CRM Automatically gathers leads from various sources such as Landing Pages, registration forms, social media, and displays flexible information fields to help you better understand your customers, thereby classifying them into appropriate groups. Thanks to this, the sales team saves time and prioritizes the right group of valuable customers.

In addition, GTG CRM also provides Landing Page templates with integrated information forms and Live Chat, making lead generation easier than ever. View demo now .

Step 3: Approach and build relationships

Objective: Create a good impression and understand customer needs.

How to do it present:

• Personalized approach: Send emails or messages based on lead information. Example: “Hello Mr. Nam, I see you are interested in marketing courses. What problem are you trying to solve?”
• Open-ended questions: Ask about the customer's difficulties instead of just introducing the product.
• Continuous monitoring: Record all interactions to avoid repeating information

GTG CRM Supports sending emails and messages directly within the system, and also Gathers all messages from channels into a common inbox, allowing labeling, classification by status (e.g., Processing, Paid, Partner,...) and supports bulk messaging. Thanks to this, you save 10-15 hours per week without missing any conversations.

Step 4: Introduce the product/service

Objective: Present a solution that meets customer needs.

How to do it:

• Focus on value: Instead of listing features, emphasize benefits. For example: Instead of “The product has SPF 50”, say “Protects skin from 98% of UV rays”
• Personalize the solution: Provide specific examples. Example: “With a budget of 10 million, we recommend this website design package to increase traffic by 30%”
• Use visual content: Send demo videos, infographics or Landing Pages

GTG has ready-made Landing Page templates, helping brands introduce products in a professional, consistent, and easy way. In addition, GTG CRM also has email templates to help you care for customers easily and quickly. Try it for FREE now!



GTG CRM's Landing Page Templates Collection

Step 5: Quote and persuade customers item

  Objective: To persuade customers with a suitable and clear proposal.

How to do it:

• Transparent pricing: Send a detailed price list, including any offers (if available). Example: “Basic package 5 million VND/month, 10% discount if paying for 6 months”
• Addressing concerns: Prepare answers to common questions (price, quality, after-sales service)
• Creating a sense of scarcity: Example: “This offer is only valid until the end of the month”

GTG CRM Allows communication with customers on a single platform, saves all conversations, making it easy for the team to track, coordinate, and deliver appropriate persuasive messages.

Step 6: Answer Questions and Close the Deal

Objective: Remove barriers and encourage customers to make decisions.

How to do it:

• Quick response: Answer questions within 24 hours
• Summarize benefits: Reiterate the main value of the product/service
• Clear call-to-action: Example: “Would you like me to send the contract today?”

Live Chat of  GTG CRM Supports you in answering customer inquiries 24/7, the Live Chat button can be fully customized to your brand, if you already have a website, just copy & Paste this script into your website and you'll have a complete Live Chat.



GTG CRM Live Chat Interface

Step 7: Post-sales care - Upsell & Retention

Objective: Build long-term relationships and increase customer value (LTV).

How to do it:

• Send thank-you notes: Thank you email or message after purchase.
• Inquire about experience: Send a short survey (5 questions) to get feedback.
• Upsell/Cross-sell: Suggest additional products. Example: When a customer buys cosmetics, you can also recommend a facial mask.
• Customer Appreciation Program: Offer vouchers or invite them to join a customer loyalty program

At this step, GTG CRM It can completely help you with its Automation Workflow feature, automatically sending emails, helping you maintain relationships, increase return rates and turn customers into natural referrers for your brand.



How to build an automated customer care flow with GTG CRM

Conclusion

Building a systematic sales process not only helps increase conversion rates but also creates a foundation for sustainable growth. With the 7 steps above, you can start even without using a CRM tool. But a smart CRM tool like GTG CRM will help automate and track efficiency, saving you hours. Experience GTG CRM for FREE now at GTG CRM.