1. Warm Up
Why do you think so many retail salespeople greet customers as soon as they walk through the door, rather than waiting until the customers have taken the opportunity to look around the store?

2. Possible answers: Company policy
Security purposes – to let customers know they are being observed
Direction – to help customers find the right location in the store

3. The Steps of a Sale Preapproach Approaching the Customer
Determining Needs
Presenting the Product
Handling Questions & Objections
Closing the Sale
Suggestion Selling
Reassuring & Follow-Up

4. Step 1: Preapproach The preapproach is getting ready to sell.
Good preapproach techniques improve the chances for a successful sale
much like studying for a test improves your chances for doing well
Salespeople prepare for the sale by:
studying their products
keeping on top of industry trends
researching potential customers
developing familiarity with their company’s policies and procedures
may also identify buying criteria, best time to call, decision makers in the company, etc.

5. Step 1: Preapproach Product information Industry trends
Product knowledge is essential for success in selling… knowing how to use and care for a product is important when educating consumers and demonstrating a product
Industry trends
Salespeople need to read publications related to their trade to gain insight into their industry
Researching potential customers
A prospect, or a lead, is a potential customer
Prospecting is important in business-to-business selling situations but not necessarily in retail selling

6. Step 1: Preapproach Sources and Methods of Prospecting Employer leads
Telephone directories
Trade and professional directories
Newspapers
Commercial lists – mailing lists give you direct access to a target market
Customer referrals – open the market to potential customers you might not have reached without a recommendation
Cold calling – door to door selling

7. Shaking Hands Firm Grip, but not too firm Make Eye Contact
Speak clearly
“It’s nice to meet you.” “A pleasure meeting you.” “So glad to meet you.”

8. Step 2: Approach
The first face-to-face contact with the customer
Salespeople can make or break a sale during the first few moments with a customer; therefore, the initial approach is critical… customers who are turned off by the approach are difficult to win over later on
Treat the customer as an individual, do not stereotype/generalize
Be perceptive about the customer’s style
Be enthusiastic, courteous, and respectful
Show sincere interest by maintaining good eye contact and showing genuine friendliness
Personalize the sale by learning the customer’s name
Give the customer time and space to make a decision
Begin the conversation with a reference to common acquaintances, a referral, or even the product.

9. 3 methods of approach in retail selling:
Service approach
Greeting approach
Merchandise approach

10. Step 2: Approach
Service approach method – the salesperson asks the customer if he or she needs assistance
Often best stated as “How may I help you?”
Effective is the customer is obviously in a hurry
However, is it often ineffective because it usually elicits a negative response, and you lose control of the situation
In that case, you might say, “Please feel free to ask any questions after you’ve had some time to look around. My name is Niki, and I’ll be on the floor if you need anything.”

11. Step 2: Approach
Greeting approach method – the salesperson simply welcomes the customer to the store
This lets the customer know that the salesperson is available for questions or assistance
When greeting the customer, use a rising tone in your voice so that you sound friendly and welcoming
If the customer responds negatively, it is important that you smile and continue to act friendly
Although this approach does not highlight the merchandise, it does establish a positive atmosphere and opens the lines of communication

12. Step 2: Approach
Merchandise approach method – the salesperson makes a comment or asks questions about a product in which the customer shows interest
Usually the most effective approach in retail sales because it immediately focuses attention on the merchandise Can only be used if a customer stops to look at a specific item
The opening comment should be appropriate to the situation and give the customer some information that is not immediately apparent to the eye
Notice what interests the customer, and make that the focus of your conversation… or if you have no indication of the exact interest, you can ask a question about the item

13. Select five (5) merchandise items that are/should be sold at the student store. Develop merchandise approaches for each item.