1. Sales Process 1.Preapproach 2.Approach 3.Determining Needs 4.Demonstration/Product Presentation 5.Answering Questions/ Overcoming Objections 6.Closing the Sale 7.Suggestion Selling/Follow-Up

2. Suggestion Selling Selling additional goods or services to customers. –Not selling un-needed or unwanted items. –Selling items that will ultimately save time later. Example: Selling film and batteries to someone who just purchased a camera

3. Suggestion Selling Methods Offer related Merchandise Recommend larger quantities –“One pair costs $4 but you can buy three pairs for $10.00” Call attention to special sales opportunities –Suggest gifts around the holidays. “have you bought something for your dad yet?”

4. Rules for Suggestion Selling Do suggestion selling after the customer has made a commitment to buy but before payment is made or the order is written Make your recommendation from the customer’s point of view and give at least one reason for your suggestion –“If you want to use your camera immediately, you’ll need film in it.” Make the suggestion definite –“The oil is recommended by the manufacturer.” Not “Will that be all?”

5. Rules for Suggestion Selling Show the item you are suggesting –Example: matching a purse to a pair of shoes Make the suggestion positive –“this scarf will complement your coat perfectly. Look at how well the colors match!”

6. Following Up Departure –Reassure the customer of the wise buying choice –Offer any special care or instructions regarding the product –Thank your customer

7. Following Up Follow-Up –Make arrangements to follow through on your promises –Check on customer satisfaction –Plan for you next encounter with the customer –Provides another opportunity to reinforce the customer’s decision as well as to determine if the customer has additional needs that the business can meet May include: checking on delivery schedules, scheduling product installation, completing paperwork for financing, etc. Evaluation –Evaluate your performance as a salesperson –Send questionnaire or call customer to check on satisfaction with salespeople