1. Section 14.1 Product Presentation Chapter 14 presenting the product Section 14.2 Objections

2. Describe the goal of the product presentation. Explain how products are selected for the presentation. Explain what to say during the product presentation. List techniques that help create effective product presentations. Section 14.1 Product Presentation

3. Notes About How to Create an Effective Product Presentation Section 14.1

4. Product Presentation Organizing the Product Presentation Section 14.1 Which Products Do You Show? What Price Range Should You Offer? How Many Products Should You Show? Show and Tell Choose samples that match needs When in doubt, offer a moderate price range and move up or down based on feedback “How much do you want to spend?” Show no more than three products at a time What Do You Say? Present selling points Avoid generalized descriptions Avoid slang Use appropriate jargon Use layman’s terms layman’s terms Words that the average customer can understand.

5. Product Presentation Plan the Presentation Section 14.1 Types of Sales Aids That Could Be Used During a Product Presentation

6. Distinguish objections from excuses. Explain why you should welcome objections in the sales process. Explain the five buying decisions on which common objections are based. Demonstrate the general four-step method for handling customer objections. List seven methods of answering objections and identify when each should be used. Section 14.2 Objections

7. Objections are helpful in the sales process because they provide an opportunity to further determine customers’ needs and problems. Objections are easily managed when you know the basis for them. Objections Section 14.2

8. Objections Section 14.2 Understanding Objections Tips for Understanding Objections Anticipate and plan potential answers to objections. Objections can be presented as questions or statements. Be polite when faced with excuses. Do not insist if the client refuses to see a salesperson. objection A concern, hesitation, doubt, complaint, or other reason a customer has for not making a purchase. excuse A reason given when a customer has no intention of buying in retail-sales situations.

9. Objection Categories Section 14.2 Five main sources of Objections (buying decisions) Act as a Customer and Provide Objections

10. Objections Section 14.2 Plan for Objections Tips for Planning for Objections Objections help you redefine customer needs. Complete an objection analysis sheet. Incorporate anticipated objections into your product presentation. objection analysis sheet A document that lists common objections and possible responses to them.

11. Objections Section 14.2 Plan for Objections Four-Step Method for Handling Objections Listen Carefully Acknowledge the Objections Restate the Objection Answer the Objections

12. Objections Section 14.2 Plan for Objections Answering Objections Substitution Method substitution method Recommending a different product that would still satisfy the customer’s needs.

13. Objections Section 14.2 Plan for Objections Answering Objections Substitution Method boomerang method A method of answering objections by bringing the objection back to the customer as a selling point. Boomerang Method

14. Objections Section 14.2 Plan for Objections Answering Objections Substitution Method Boomerang Method Question Method

15. Objections Section 14.2 Plan for Objections Answering Objections Substitution Method Boomerang Method Question Method Superior-Point Method superior-point method A technique of overcoming objections by permitting the salesperson to acknowledge objections as valid, yet still offset them with other features and benefits.

16. Objections Section 14.2 Plan for Objections Answering Objections Substitution Method Boomerang Method Question Method Superior-Point Method Denial Method

17. Objections Section 14.2 Plan for Objections Answering Objections Substitution Method Boomerang Method Question Method Superior-Point Method Denial Method Demonstration Method

18. Objections Section 14.2 Plan for Objections Answering Objections Substitution Method Boomerang Method Question Method Superior-Point Method Denial Method Demonstration Method Third-Party Method third-party method A technique that involves using another customer or neutral person who can give a testimonial about the product.

19. Objections Section 14.2 Plan for Objections A Description of Each Method for Answering Objections

20. Section 15.1 How to Close a Sale Chapter 15 closing the sale Section 15.2 Customer Satisfaction

21. Identify customer buying signals. List a few tips for closing a sale. Decide on appropriate specialized methods for closing a sale. Section 15.1 How to Close a Sale

22. At a certain point in the sales process, your customer will be ready to make a purchase. In this section, you will learn how to close a sale. How to Close a Sale Section 15.1

23. closing the sale buying signals trial close which close How to Close a Sale Section 15.1 standing-room-only close direct close service close

24. How to Close a Sale Section 15.1 Closing Concepts and Techniques Closing the sale is helped by the salesperson’s ability to recognize when a customer is ready to buy. closing the sale Obtaining positive agreement from a customer to buy.

25. How to Close a Sale Section 15.1 Closing Concepts and Techniques Timing the Close Know Buying Signals Attempt a Trial Close buying signals Things customers say or do to indicate a readiness to buy. trial close An initial effort to close a sale.

26. How to Close a Sale Section 15.1 Closing Concepts and Techniques Tips for Closing the Sale Recognize Closing Opportunities Help Customers Make a Decision Create an Ownership Mentality Avoid Threatening Words Get Minor Agreements Pace Your Closing

27. How to Close a Sale Section 15.1 Closing Concepts and Techniques Specialized Closing Methods Which Close which close A closing method in sales that encourages a customer to make a decision between two items. standing-room-only close A closing method in sales used when a product is in short supply or when the price will be going up. Standing-Room-Only Close direct close A method in which the salesperson asks for the sale, when the buying signal is very strong. Direct Close Service Close service close A closing method in sales in which services that overcome obstacles or problems are explained.

28. Explain the benefits of suggestion selling. List the rules for effective suggestion selling. Demonstrate appropriate specialized suggestion-selling methods. Discuss strategies for maintaining and building a clientele. Explain the importance of after-sale activities and customer service. Discuss what salespeople can do to plan for future sales. Section 15.2 Customer Satisfaction

29. After you close the sale, there are many things you can do to enhance customer satisfaction. Creating a positive relationship with customers will ensure future business. Customer Satisfaction Section 15.2

30. Customer Satisfaction Section 15.2 Suggestion Selling suggestion selling Selling additional goods or services to the customer. Benefits of Suggestion Selling The customer wants to return and sales will increase. The salesperson receives positive evaluations. Customers are happy with purchases. The cost of suggestion selling is less than the cost of making the original sale.

31. Customer Satisfaction Section 15.2 Suggestion Selling Rules for Suggestion Selling 1.Use suggestions selling after the customer has made a commitment to buy but before payment is made or the order written. 2.Make your recommendation from the customer’s point of view and give at least one reason for your suggestion. 3.Make the suggestion definite. 4.Show the item you are suggesting. 5.Make the suggestion positive.

32. Customer Satisfaction Section 15.2 Suggestion Selling Suggestion Selling Methods Offering Related Merchandise Recommending Larger Quantities Calling Attention to Special Sales Opportunities

33. Customer Satisfaction Section 15.2 Maintaining and Building a Clientele Building Clientele Order Processing DepartureOrder Fulfillment Follow-Up After-Sales Activities

34. Customer Satisfaction Section 15.2 Maintaining and Building a Clientele Customer Service E-Mail and Social Media Online Customer Support Special Retail Services Special Vendor Services Customer Training

35. Customer Satisfaction Section 15.2 Maintaining and Building a Clientele Planning Future Sales Keep a Client File Evaluate Your Sales Efforts