Review 15.1 Things you need to know!

Perseverance A personal characteristic that causes one to view a failure as a challenge, not a defeat.

Trial close The initial effort to close the sale A first attempt to get a customer’s agreement to buy “May I write you up now?” +

The Four Specialized Methods of Closing (Short Answer) Know them! Give an example when to use them Standing Room- Only Close Service Close Which CloseDirect Close

Standing Room-Only Close Used when a product is in short supply or when the price will be going up soon Can be used when the price of a product will soon increase Only use this tactic when the situation calls for it

Service Close Explains services that overcome obstacles or problems –Bonuses and Premiums: A make up bag with purchase of perfume Special Sales Arrangements – offering a customer a payment plan for a purchase

Which Close Encourages customers to view a purchase decision as choice between two items –Review the features and benefits of both products –Close by asking the customer, “Which one of the two do you prefer?”

Direct Close Asking the customer for the sale Use when there are very strong buying signals Can be used when a customer has clearly indicated positive feelings about a purchase

Buying signals The things customers do or say to indicate a readiness to buy. –Facial expressions –Body language signals –Comments Recognizing implied ownership would be considered a buying signal

Recognize Closing Opportunities Dramatic product presentations get customers excited about owning a product (Infomercial) One of the most helpful techniques for closing the sale is a dramatic product presentation High customer interest is a good time to close

Section 15.2 Effective Selling (Short and Sweet) CLOSING

Suggestion Selling Selling additional goods and services to the customer –Selling additional items that will ultimately save time and money –Example: Film after buying a camera

Rules for suggestion Selling Engage in suggestion selling after the customer has made a commitment to buy, but before payment is made or the order is written. Make you suggestion from the customers point of view and give at least one reason for your suggestion.

Rules for suggestion Selling Make suggestions definite Show the item you are suggestion Make suggestions positive

Rules for Suggestion Selling Statements like “What else can I get for you?” are not recommended as a suggestion. Make positive statements such as “You‘ve made an excellent choice on that suit may I suggest a belt and shoes to go along with it”.

Suggestion Selling Methods 1.Offering Related Merchandise 2.Recommending Larger Quantities 3.Call Attention To Special Sales Opportunities

Offering Related Merchandise Related Merchandise is either a good or service that would increase the enjoyment of the customers original purchase “This coffee table would look great with the couch you are purchasing” is an example of the suggestion selling method called” offering related merchandise.”

Recommending Larger Quantities Most effective in retail situations Works well on quantity discounts Use on items that the customer will buy again in the future (Save another trip to the store)

Calling Attention to Special Sales Opportunities Sales people are obligated to communicate special sales opportunities to their customers Point them out to your customers because there is only a short time when merchandise is discounted.

Relationship Marketing Involves the strategies businesses use to stay close to their customers. Businesses’ techniques for nurturing customer relationships Relationship Marketing Encourages repeat business In a consumer-oriented marketplace, the salespersons primary goal should always be in customer satisfaction

Relationship Marketing Strategies (Short Answer) 1.Taking Payment/Taking the Order 2.Departure 3.Follow-up 4.Evaluation

Taking Payment/Taking the Order Take the order with courtesy and efficiently Work quickly to complete the paperwork Avoid any other distractions (Example: Your Cell Phone) All of these suggestions creates a positive image for the customer

Departure The period in which a salesperson should try to reinforce a customer’s buying decision. –Before the customer departs, or as you leave the customers office always reassure the customer of his or hers wise buying choice –Always thank the customer as they leave even if he or she did not make a purchase

Follow-Up Making arrangements on all promises made during the sales process Checking for your customers satisfaction –Calling a customer 3 weeks to see if he or she is satisfied with a car purchase is an example of follow-up.

Evaluation Analyze what has occurred Businesses such as hotels will send questionnaires or call customers to check how well they were treated would be considerd an evaulation activity Helps business and salespeople improve on their techniques and policies