1. BRO Time: 4 Minutes Thinking back to a time when you have purchased a product from a salesman (shoe, phone, clothing, etc), what qualities and techniques made this sales person successful in getting you to purchase the product? On a sheet of paper identify the following: ▫the product ▫ store/company ▫ and list their techniques/qualities After we discuss the bell ringer, please turn this sheet of paper in for in class credit

2. Sports and Entertainment Marketing

3. Describe the steps of the selling process. Practice the selling process by preparing a role-play sales situation.

4. Selling is…Personal selling is… the process of matching customer needs and wants to the features and benefits of a product or service any form of direct contact between a salesperson and a customer

5. Talk with the partner at your table and discuss this question…. selling personal selling How are “selling” and “personal selling” different? (Discuss answers as a class)

6. Key Characteristic: two-way communication Where does it take place? ▫Retail settings (consumer shopping) ▫Business-to-business (from one business to another business) ▫Telemarketing

8. sevenThere are seven steps in the selling process. For business to business sales, there is an additional step to start off the selling process called the pre-approach.

9. 1. Approach 2. Determine needs 3. Present product 4. Overcome objections 5. Close the sale 6. Suggestion selling 7. Relationship building

10. What do you do?Why? Greet the customer face-to-face To begin conversation To establish a relationship with the customer To set the mood for the other steps of the sale

11. What do you do?How? Learn what the customer is looking for Observe – nonverbal communication Listen – make eye contact, don’t interrupt Question – general questions (5 W’s) and open-ended questions

12. W HAT DO YOU DO ?H OW ? Educate the customer about the product’s features and benefits Based on the customer’s needs, select as many as 3 products to share. Display -Handle the product Demonstrate it or use sales aids Involve customers

13. What?How? Learn why the customer is reluctant to buy Provide information to remove uncertainty Help the customer make a satisfying buying decision Listen carefully Acknowledge Objections Restate Objections Answer the Objection

14. W HAT DO YOU DO ?H OW ? Look for buying signals, things customers do/say to indicate a readiness to buy Buying signals include: ▫facial expressions ▫body language ▫comments T IPS FOR C LOSING THE S ALE Narrow down choices Use ownership words like “you” and “your” Don’t talk too much or rush

15. W HAT DO YOU DO ? H OW ? Suggest additional merchandise or services that will save your customer money or help your customer enjoy the original purchase Up-Selling Cross-Selling Special Sales Opportunities

16. W HAT DO YOU DO ? H OW ? Create a means of maintaining contact with the customer after the sale Efficient order processing Thank the customer and reassure them of their purchase Follow-Up (when needed) Keep a Client File