Bell Work Vocab Quiz

2.09: Sales Process Ways to increase the likelihood of making a Sale

Two Handouts

Agenda Grade Economics Quiz Sales Process Packet Steps 1 -4 Should be completed Formal Assessment Grade Role playing steps 1 – 7

Sales Process Packet Sources of Product Information Approaching the customer Greeting Service Merchandise Determine Customer Needs Observe Listen Questioning & Engaging Feature & Benefit Chart Objections Need, Product, Source, Price, & Time Substitution, Boomerang, Question, Superior-Point, Denial, Demonstration, & Third Party Close Which, Standing Room Only, Direct, Service Suggestion Selling Cross, Up, & Special Sales Opportunities Build CRM Follow-up, Customer Service, Client File, Evaluate Sales Effort

Selling Selling is the process of matching a customer needs and wants to the features and benefits of a product or service. The salesperson is the individual who gathers information about the customer Advises the customer about which products best suit their needs. Sales process is broken down into four parts Preparing for the sale Initiating the sale Presenting the product Closing the sale

Preapproach, Prospecting & Product Information

Preparing for the Sale Preapproach is getting ready for the face-to-face encounter in a selling situation. Everything you do to prepare yourself to sell a product Approach is the actual face-to-face meeting.

Preapproach Industry Trends Read articles, attend workshops, stay current Researching potential customers Becoming familiar with company policies and procedures EMPLOYER LEADS: Your employer gives you ideas on who to contact Telemarketing & Trade Shows TELEPHONE DIRECTORIES: White and Yellow Pages TRADE & PROFESSIONAL DIRECTORIES: Thomas Register of American Manufacturers NEWSPAPERS Birth announcements, Engagements COMMERCIAL LISTS Lists purchased for potential customers Usually breaks down your customers according to demographics

Preapproach Methods CUSTOMERS REFERRALS: Satisfied Customers Ask for names from customers – Endless Chain method COLD CANVASSING Random and without appointment Telephone random numbers Door-to-door business contacts

Step One: Take 5 minutes to complete 2.08 Be clear about your answer stopwatch.com/ stopwatch.com/

Steps of a Sale 1.Approaching the customer 2.Determining needs 3.Presenting the product 4.Overcoming objections 5.Closing the sale 6.Suggestion selling 7.Relationship building Selling is a process =bH4zIyGi6mk&NR=1n =bH4zIyGi6mk&NR=1n

Sales Approach A salesperson can make or break a sale in the first few minutes with a customer Initial approach is critical First face-to-face contact you have with the customer Customer passes judgment Will set the tone for the entire sales process Need to be sincere and enthusiastic Display good eye contact Approach needs to be timed wisely

Purposes of the Approach To begin conversation To establish a relationship with the customer Focus on the merchandise

The Approach in Retail Selling If customer is in a hurry, approach them quickly. If customer is undecided, let them look around. Encourage customers to ask questions.

3 (4) Sales Approaches

Sales Approach #1: Service Approach 1.Service Approach: –The salesperson will ask the customer if they need assistance “May I help you with something?” “How may I help you?” Salesperson should ask an open ended question that encourages the customer to tell you what they want. –Used when customer is in a hurry or if you are an order taker for a routine purchase

Sales Approach #2: Greeting Approach 2. Greeting Approach: Simply welcome a customer to the store Can be formal or informal “Good Morning” “Good Afternoon” If you know the customers name, use it Establishes a positive atmosphere and opens the lines of communication. Be Upbeat & Friendly

Store Greeters Greeting the Customer Walmart Edward: Military: Meijer What two things should do when greeting a customer:

Sales Approach #3: Merchandise Approach 3. Merchandise Approach The salesperson makes a comment or asks a question about a product in which the customer is interested. Can only be used when a customer is stopped and looking at a specific product Ex: “Is that the size you need?” Ex: “Are you interested in a specific color?” Ex: “That video game is rated E.” Often leads to you explaining features and benefits of a product

Sales Approach #4: Combination Approach 4. Combination Approach: Combination Approach will combine at least two of the other sales approaches “Welcome to Hollister, we have a sale on all jeans today.” “That shirt enhances your eyes, would you like to try it on?”

A salesperson’s focus should be to determine the CUSTOMER’S NEEDS as EARLY in the sales process as possible

Types of Customers There are three types of customers 1.Decided Customer knows what they want to buy Can be identified by the way they walk, expression in their eyes / face, & tone of voice 2.Undecided –Customer doesn’t know what they want to buy –Salesperson helps them make up their mind 3.Just-looking –Most difficult customer to sell to –Can be decided or undecided but don’t want salesperson assistance

Which Approach….

Types of Approaches cont…

Step 2: Determine Customer Needs

Buying Motives Emotional: Buying based on feelings Rational: Buying based on logic or reasoning Patronage: A preference for a store or brand Appearance of store Proximity of store Preference of brand; loyal customer

Open Ended Questions & Feature – Benefit Chart Questions that require a constructed response from customer Should not forced or able to choose between options Yes / No Blue / Red / Green If they can respond in one word you’ve FAILED!

Kid Salesman Ticket out the door: What type of greeting did he use? What method was used to determine customer needs? What closing technique best describes the kid salesman’s approach to closing the sale?

Sales Project Pick groups v. Teacher picks group 3-4 students per group Written Component Video &/or Role Play

Sales Process Packet Sources of Product Information Approaching the customer Greeting Service Merchandise Determine Customer Needs Observe Listen Questioning & Engaging Feature & Benefit Chart Objections Need, Product, Source, Price, & Time Substitution, Boomerang, Question, Superior-Point, Denial, Demonstration, & Third Party Close Which, Standing Room Only, Direct, Service Suggestion Selling Cross, Up, & Special Sales Opportunities Build CRM Follow-up, Customer Service, Client File, Evaluate Sales Effort

Which Approach….