1. The Selling Process
Chapter 13

2. The Selling (Sales) Process
A step by step process a salesperson uses to help customers reach buying decisions & ensure satisfaction.

3. 7 Steps of the Selling Process
Prepare to sell
Approach the customer & establishing relationships
Determine customer needs
Prescribe solutions & present the product
Overcome objections
Close the sale
Reaffirm buyer-seller relationships

4. 1. Preparing to Sell Acquire product knowledge
Identify features & benefits
Generating sales leads
Prepare a sales presentation

5. 2. Approaching the Customer & Establishing Relationships
Put the customer at ease by setting the mood or atmosphere
Encourage customers to want to hear about the product
Gain customer confidence
Create favorable impressions

6. What your mother said is true . . .

7. You never get a second chance to make a first impression!

8. Methods for the initial approach:
Service Approach Method
Ask if assistance is needed.
“How may I help you?”
Greeting Approach Method
Salesperson welcomes the customer & establishes a positive atmosphere.
“Good morning.”
Merchandise Approach Method
Let the customer look around. When they show interest in a product, make a comment or asks a question.

9. 3. Determining Customer Needs
Ask customer questions
Listen to their needs & wants
Observe customer reactions
Analyze customer reactions & comments

10. 4. Prescribing Solutions & Presenting the Product
Offer solutions based on diagnosed customer needs
Show limited number to avoid confusion
Sell the benefits of the product
Present the product & demonstrate features that best satisfy customer needs
Concentrate on main item of interest to close the sale

11. 5. Overcome Objections
Objection – A question or concern raised by customers after they have been shown a product.
Identify customer objections
Address specific concerns
Put the customer at ease by specifically answering their concerns

12. 6. Close the Sale Look for signals that the customer is ready to buy
Ask the customer for their business
Handle procedures to finalize the sale

13. 7. Reaffirm Buyer-Seller Relationship
Help customers feel confident with their purchase
Follow up after time to assure customer satisfaction
Provide all contact info. for problems
Suggestion Selling – Often can suggest other products that compliment main purchase. (i.e. buy socks after the purchase of shoes)

14. Selling Acronym People (Prepare) Are (Approach) Nice (Needs)
So (Solutions)
Open (Objections)
Closed (Close)
Rooms (Relationships)