2. * List and explain the 7 steps of selling

3. * The sales process involves solving your customer’s problems with your product * Sales people play a vital role in the process * They gather information about customers, advise them about which products best suit their needs, and then lead them to a decision to buy * Depending on the consumer’s decision making process, a sales person may or may not go through ALL steps of a sale

4. * Approach the Customer – AKA “The Sales Opening” * Greeting the customer Face-to-Face * FIRST IMPRESSIONS ARE EVERYTHING * Never stereotype – Treat them as individuals * Show interest by maintaining eye contact * Learn and USE the customer’s name when possible

5. * Determine Needs * Learning what the customer is looking for in order to decide what products to show and which product features to present first in the next step of the sale * It is the salesperson’s job to uncover their customers’ problems or reasons for wanting to buy * Could be obvious, could take work

6. * Present the Product * Educating the customer about the product’s features and benefits, as well as its advantages over the competition * First step is to figure out what product/products to show your customer & then think about what to say and how to say it * SHARE your expertise of the product * You have the solution to the customer’s needs

7. * Overcoming Objections * Learning why the customer is reluctant to buy, providing information to remove that uncertainty and helping the customer to make a satisfying buying decision * Objections – concerns, hesitations, doubts, complaints, or other reasons a customer has for not making a purchase * Should be seen as positive * They give feedback and provide more opportunity to present more information to the customer

8. * Close the Sale * Getting the customer’s positive agreement to buy * There are many different techniques to close a sale

9. * Perform Suggestive Selling * Suggesting additional merchandise or services that will save your customer money or help your customer better enjoy the original purchase * Helps increase customer satisfaction and increases sales for the business

10. * Build Relationships * Following up by creating a means of maintaining contact with the customer after the sale is completed * Maintaining a clientele is necessary for repeat sales