1. Chapter 14 - The Sales Process The Sales Process

2. Chapter 14 - The Sales Process The Steps of a Sale n Preapproach n Approaching the customer n Determining needs n Presenting the product

3. Chapter 14 - The Sales Process The Steps of a Sale n Handling questions and objections n Closing the sale n Suggestions selling n Reassuring and following up

4. Chapter 14 - The Sales Process The Preapproach-Getting ready to sell. n Finding new customers by prospecting n Retail sales not a prevalent because the customers come into the store. n Important for the salesperson to open new accounts to generate sales volume.

5. Chapter 14 - The Sales Process Sources and Methods of Prospecting n Employer leads n Telephone Directories n Trade and Professional Directories n Newspapers n Commercial Lists n Customer Referrals n Cold Canvassing

6. Chapter 14 - The Sales Process Preparing for the Sale Industrial Sales n Analyze past sales records. n View notes about the personal aspects of the customer. n Qualify new customers. n Inquire with other salespeople who are with non-competing lines.

7. Chapter 14 - The Sales Process Preparing for the Sale Industrial Sales n Ask questions in a pre-visit phone call. n Make an appointment to see the prospect in order to have time to explain the features of your product.

8. Chapter 14 - The Sales Process Preparing for the Sale Retail Sales n The customer comes to you, so most of the preparation is in the retail store. n Stockkeeping and housekeeping duties are important. n Learn about the merchandise and the prices of the merchandise.

9. Chapter 14 - The Sales Process Approaching the Customer n First impressions count; if a customer is turned off by the approach it will be difficult to win him or her over. n Be alert to what interests the customer. n Establish rapport.

10. Chapter 14 - The Sales Process Approaching the Customer n Be aware of the customer’s buying style. n Follow good guidelines for establishing a positive relationship with customers.

11. Chapter 14 - The Sales Process The Approach in Industrial Sales n Setup an appointment during the preapproach, and arrive early to the appointment. n Introduce yourself, smile, and shake hands.

12. Chapter 14 - The Sales Process The Approach in Industrial Sales n Engage in small talk to build a relationship with the customer. n Comment on important things to keep the customer interested.

13. Chapter 14 - The Sales Process The Approach in Retail Sales Service Approach Method n “May I help you” n Appropriate when the customer is obviously in a hurry or you are simply an order taker. n Ineffective in most situations; you lose control of the sales situation.

14. Chapter 14 - The Sales Process The Approach in Retail Sales Greeting Approach Method n “Good afternoon, Mr. Wright” or an appropriate personal comment. n This approach begins conversation and establishes a positive rapport. n Do not focus on the merchandise.

15. Chapter 14 - The Sales Process The Approach in Retail Sales Merchandise Approach Method n The salesperson makes a comment or asks questions about a product that the customer is looking at. n Ask questions about the item. n Usually the most effective approach because it immediately focuses attention on the merchandise.

16. Chapter 14 - The Sales Process Salesperson Jamal Hendricks earns $50,000 per year plus a 2 percent commission on all sales over $350,000 per year. Last year he had total sales of $1,860,000. What was his income for the year?

17. Chapter 14 - The Sales Process n Salesperson Danita Lambert made 134 sales last year; her total sales amounted to $3,536,394. What was the average amount of each sale Danita made last year?

18. Chapter 14 - The Sales Process A real estate agent makes 12% commission on a property he sells. To the nearest dollar, how much commission does he make on a sale of a house for $332,900?