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 Demonstrate how to properly approach a customer to open a sale  Differentiate between organizational and retail sales approaches  List three retail.

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Presentation on theme: " Demonstrate how to properly approach a customer to open a sale  Differentiate between organizational and retail sales approaches  List three retail."— Presentation transcript:

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2  Demonstrate how to properly approach a customer to open a sale  Differentiate between organizational and retail sales approaches  List three retail approach methods  Discuss when and how to determine customer needs

3  Sets the mood for the other steps of a sale › The purpose is to establish a rapport (positive relationship) with the customer  You can make or break a sale during the approach

4  Make an appointment prior to making a sales call › Arrive early – this allows you to scope out the business  If you are selling to a retailer, you may be able to walk around the store to see what competing brands are available already; can also see customers in store and if they are a part of your target market  Could see a sports trophy, college diploma, etc – create a rapport!

5  Greet & Engage the Customer › Greet customer by NAME, Introduce self and the company with a firm handshake and a  Engaging a Current Customer › You can be more personal – can talk about personal matters but at the appropriate times  Engaging a New Customer › Can use a common interest or a current industry topics  “According to Supermarket News, food stores that are going green are attracting new customers. My company has the products that will help you take advantage of that growing trend.”

6  Salespeople do not know customers prior to meeting them › One exception; steady customers/regulars  Timing of the approach is still important

7  Timing the Retail Approach › Depends on the types of customers and types of products being sold  When customers are in an obvious hurry, you should approach them quickly › Many customers prefer to look around before buying – salespeople are appreciated who show interest yet let customers make their own decisions

8  Retail Approach Methods › Greeting Approach – salesperson welcomes customer to the store in a FRIENDLY manner › Service Approach – Asking if the customer needs assistance, “How may I help you?” – This allows the customer to respond with something besides a “yes” or a “no” › Merchandise or Theme Approach – salesperson makes a comment or asks a question about a product in which the customer shows an interest; then you can go into detail about features/benefits that are not so obvious

9  How would you know when you should approach a customer in a retail shoe store?

10  When to Determine Needs › Organizational Selling: customers’ needs can be determined when qualifying a prospect – well before ever meeting the customer  Does the prospective customer need the product/service?  If the prospect is a company or an organization, who is authorized to make a purchase?  Does the salesperson have an appointment with a person that has authority?  Does the prospective customer have the financial resources to pay for the product/service?

11  When to Determine Needs › Retail Sales: earliest you can determine needs is immediately after the approach  Service/Merchandise approach lead to asking questions in order to determine needs  In either situation, a salesperson must continue determining needs throughout the sales process. – Why?

12  How to Determine needs › Observing › Listening › Questioning

13  Observing › Facial expressions, hand motions, eye movement, and other forms of nonverbal communication can give clues about a customer’s interest in a product › Avoid stereotyping/drawing conclusions based on your observations

14  Listening › Giving customers your undivided attention and listening with empathy are two specific skills that will encourage your customers to talk freely › Ms. Rochelle will now read Page 311 – paragraph 3 outloud…listen carefully……

15  Questioning › One way of engaging a customer and get them talking is to ask questions › Build questions around Who, What, Where, When How, and Why  What type of copier are you currently using?  Why is that copier not meeting your needs?  How many copies are you going to be making every week/month?  Do you need a copier to also serve as a printer?

16  Question Do’s and Don’ts › Do ask open-ended questions that encourage customers to do the talking – avoid Yes and No questions › Do ask clarifying questions to make sure you understand the customers’ needs › Don’t ask too many questions in a row. This will make the customers feel as if they are being cross-examined › Don’t ask questions that might embarrass customers or put them on the defensive

17  When is it the best time to determine a customer’s needs?

18  Begin researching your product and company/brand  Once you’ve done enough research › Begin creating a CUSTOMER PROFILE and truly identify your customer  Primary Target Market  Secondary Target Market


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