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Chapter 14 presenting the product Section 14.1 Product Presentation

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Presentation on theme: "Chapter 14 presenting the product Section 14.1 Product Presentation"— Presentation transcript:

1 Chapter 14 presenting the product Section 14.1 Product Presentation
Objections

2 Product Presentation Section 14.1 CONNECT When have you had to effectively present something to an audience?

3 Product Presentation Describe the goal of the product presentation.
Section 14.1 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.

4 Product Presentation Section 14.1 The product presentation step of the sales process allows a salesperson to share product knowledge with customers. Customers’ needs and wants should be matched with product features and benefits.

5 Product Presentation Section 14.1 layman’s terms

6 Notes About How to Create an Effective Product Presentation
Section 14.1 Notes About How to Create an Effective Product Presentation

7 Notes About How to Create an Effective Product Presentation
Section 14.1 Notes About How to Create an Effective Product Presentation

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

9 Details About Each of the Presentation Topics
Product Presentation Section 14.1 Plan the Presentation Details About Each of the Presentation Topics

10 Details About Each of the Presentation Topics
Product Presentation Section 14.1 Plan the Presentation Details About Each of the Presentation Topics

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

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

13 Product Presentation Section 14.1 Section 14.1 1. Explain how to identify which priced product you should show when you cannot determine a customer’s intended price range. Show the medium-priced item so you can go up in price or down in price once you get feedback from the customer.

14 Product Presentation Section 14.1 Section 14.1 2. Explain how you might involve the customer in a product presentation about a high-tech product. After giving a basic demonstration, have the customer use the product. Give directions and have the customer follow them so they can see and feel how the product operates.

15 Product Presentation Section 14.1 Section 14.1 3. Describe how to involve a customer in the product presentation when selling fresh bread and pastries to a restaurant. To sell fresh bread and pastries to a restaurant, you must have the customer taste the products.

16 CONNECT When have you had to respond to an objection?
Objections Section 14.2 CONNECT When have you had to respond to an objection?

17 Objections Distinguish objections from excuses.
Section 14.2 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.

18 Objections Section 14.2 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.

19 Objections objections excuses objection analysis sheet
Section 14.2 objections excuses objection analysis sheet substitution method boomerang method superior-point method third-party method

20 Notes About How to Handle Objections
Section 14.2 Notes About How to Handle Objections

21 Notes About How to Handle Objections
Section 14.2 Notes About How to Handle Objections

22 Understanding 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.

23 Objections Plan for Objections Tips for Planning for 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.

24 Act as a Customer and Provide Objections
Section 14.2 Plan for Objections Act as a Customer and Provide Objections

25 Act as a Customer and Provide Objections
Section 14.2 Plan for Objections Act as a Customer and Provide Objections

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

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

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

29 Objections Plan for Objections Answering Objections
Section 14.2 Plan for Objections Substitution Method Boomerang Method Question Method Answering Objections

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

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

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

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

34 A Description of Each Method for Answering Objections
Section 14.2 Plan for Objections A Description of Each Method for Answering Objections

35 A Description of Each Method for Answering Objections
Section 14.2 Plan for Objections A Description of Each Method for Answering Objections

36 Objections 1. Explain the difference between excuses and objections.
Section 14.2 Section 14.2 1. Explain the difference between excuses and objections. Excuses are reasons given when a customer has no intention of buying; while objections are concerns, hesitations, doubts, or other honest reasons for not making a purchase.

37 Objections 2. List what you can do to prepare for objections.
Section 14.2 Section 14.2 2. List what you can do to prepare for objections. To prepare for objections, you can prepare an objection-analysis sheet, which lists common objections and possible responses to those objections.

38 Objections 3. Describe the four-step method for handling objections.
Section 14.2 Section 14.2 3. Describe the four-step method for handling objections. The four-step method for handling objections is as follows: listen carefully acknowledge the objection restate the objection; and answer the objection.

39 Chapter 14 presenting the product Section 14.1 Product Presentation
End of Chapter 14 presenting the product Section 14.1 Product Presentation Section 14.2 Objections

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