1. Copyright © Texas Education Agency, 2013. All rights reserved. 1

2. Copyright © Texas Education Agency. The materials found on this website are copyrighted © and trademarked ™ as the property of the Texas Education Agency and may not be reproduced without the express written permission of the Texas Education Agency, except under the following conditions: 1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from the Texas Education Agency; 2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only without obtaining written permission of the Texas Education Agency; 3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way; 4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged. Private entities or persons located in Texas that are not Texas public school districts or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from the Texas Education Agency and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty fee. Copyright © Texas Education Agency, 2013. All rights reserved. 2

3.  Selling  Pre-approach  Approach  Merchandise approach  Service approach  Greeting approach  Sales presentation  Product feature  Customer benefits  Excuse  Objection  Open-ended questions  Personal selling  Close  Suggestion Selling Copyright © Texas Education Agency, 2013. All rights reserved. 3

4.  approach the customer  determine needs  present the product  overcome objections  close the sale Copyright © Texas Education Agency, 2013. All rights reserved. 4

5.  Greeting approach › “Hi Mr. Smith. How are you today?”  Merchandise approach › “Those are the newest trends of the season.”  Service approach › “May/Can I help you?” Copyright © Texas Education Agency, 2013. All rights reserved. 5

6.  Observe › Facial expressions › Body language  Listen › Comments about purchasing reason(s) › Tone of voice  Question › Use open-ended questions › Restate question for clarification Copyright © Texas Education Agency, 2013. All rights reserved. 6

7.  Explain product/service  Demonstrate features  Explain benefits  Involve the customer by having them handle the product  Use sales aids Copyright © Texas Education Agency, 2013. All rights reserved. 7

8.  Plan for objections by viewing the product/service through the consumer’s eyes.  Common objections › Need (not needing it – it is a luxury) › Product itself › Source (manufacturer) › Price › Time  Basic steps for handling objections › Listen carefully. › Acknowledge objection is valid. › Restate objection for clarification. › Respond appropriately to objection.  Techniques of handling objections › Demonstration method › Direct denial methods › Question methods › Boomerang method › Superior method › Third-party method Copyright © Texas Education Agency, 2013. All rights reserved. 8

9.  Watch for buying signals › Verbal signs › Non-verbal signs (visual)  Techniques for closing a sale › Assumption close › Direct close › Service close › SRO – standing room only close › “Which” close  Suggestion selling › Techniques for suggestion selling  Offer related merchandise/service  Increase quantity or length of time  Inform customer of special sales opportunities Copyright © Texas Education Agency, 2013. All rights reserved. 9

10.  Information about new merchandise › Product features › Product benefits › Product warranties › Pricing Copyright © Texas Education Agency, 2013. All rights reserved. 10

11.  Think about a purchase recently made  Write down your experience with the salesperson  List ways to improve the selling process used  Share your findings with a neighbor Copyright © Texas Education Agency, 2013. All rights reserved. 11