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Chapter 12.2-15.2 Steps of a Sale.

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Presentation on theme: "Chapter 12.2-15.2 Steps of a Sale."— Presentation transcript:

1 Chapter Steps of a Sale

2 Eight Steps to a Sale Preparation Approach the Customer
Determine Needs Present the Product Overcome Objections Close the Sale Suggestions Relationship Building

3 Preparation Product Information – know what you sell
Industry Trends – know your competition Prospects – know potential customers Employer Leads Directories (telephone/trade/publication) Newspapers Commercial Lists Customer Referrals (endless chain) Cold Canvassing

4 Question # 1 What do you think the most common opening line is in a retail sales approach? How do you typically reply to this approach?

5 Approach the Customer Service Approach Method – offers assistance, often met with a negative response Greeting Approach Method – welcome the customer with a rising tone, wait for response Merchandise Approach Method – start with comments or questions about product, offer information not already apparent

6 Determining Needs Assess before the pitch
Observing – non-verbal signs, direction of attention Listening – give attention, don’t interrupt, provide feedback Questioning – find out who, what, where, when, why, how, etc.

7 Questioning Ask open-ended questions – let the customer do the talking
Ask clarifying questions – focus in on the customer’s needs Don’t ask too many in a row Don’t ask embarrassing or attacking questions

8 Question # 2 What are some questions you could ask a man and a woman who are looking at microwaves? What is an example of an embarrassing or attacking question for this situation?

9 Presenting the Product
Show and Tell Which to show?...based on the customer needs What price range?...middle ground, room to move How many at once? more than three What to tell?...feature/benefit, meaningful language

10 Presentation Enhancements
Displaying / Handling – eye catching Demonstrating – makes more real Use Sales Aids – models, photos, charts, etc. Involve the Customer – envisions themselves

11 Understanding Objections
Objections Vs. Excuses Common Objections Need Product (size, style, color) Source Price Time

12 Handling Objections Boomerang Method – back with positive spin
Question Method – answer is likely yes Superior Method – acknowledge, overturn Denial Method – clarify the truth Demonstration – proof is in the performance Third Party Method - testimonials

13 Closing the Sale Read buying signals Recognize opportunities
Trial close Help customers decide Create ownership Don’t talk too much Don’t rush the customer

14 Specific Closing Methods
Which Close – identify two items / ask for a decision Standing-room-only close – limited time or limited quantity Direct close – Have you made a decision? Are you ready to buy? Service close – offer additional services along with purchase

15 Suggestion Selling After commitment to buy has been made
Give reason for suggestion Use statements not questions Show the suggested item Make the suggestion positive

16 Suggestion Selling Larger Quantity Related Merchandise
Special Sales Opportunity

17 Relationships Remain courteous until the end
Reassure the customer of the purchase Say thank you If applicable, make a follow-up contact Offer chance for customer evaluation

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