1. Sales and Service Chapter #4

2. What are the steps in the selling process? 1) preparation 2) approach 3) demonstration 4) overcoming resistance 5) close

3. What preparation is needed before meeting the customer? Obtain the following informationObtain the following information 1) salesperson 2) selling situation 3) company 4) product to be sold 5) features of the product

4. What preparation is needed before meeting the customer? 6) product structure 7) warranty 8) service availability 9) demonstration of function 10) competition 11) price 12) closing statement

5. Where do you find information about a product or service to be sold? Merchandise labelMerchandise label AdvertisementsAdvertisements Customer's experience with prod.Customer's experience with prod. Manufacturers informationManufacturers information Personal experience with prod.Personal experience with prod. Journals and magazinesJournals and magazines Buyer for various storedepartmentsBuyer for various storedepartments

6. Where do you find information about a product or service to be sold? Television & Radio adsTelevision & Radio ads Merchandise testing bureauMerchandise testing bureau Comparative shoppingComparative shopping Publications by U.S. governmentPublications by U.S. government ClassesClasses LibrariesLibraries Trade organizationsTrade organizations Observation of other storesObservation of other stores

7. How do you approach a potential customer? Greeting Approach: Greet the customer with a pleasant salutation and use their name if known. Be direct and straight forward and take control of the conversation.Greeting Approach: Greet the customer with a pleasant salutation and use their name if known. Be direct and straight forward and take control of the conversation. Merchandise Approach: The first comments are about the product. Point out the product's main features and advantages. This is the most favored approach.Merchandise Approach: The first comments are about the product. Point out the product's main features and advantages. This is the most favored approach.

8. How do you approach a potential customer? Service Approach: The salesperson asks how he/she can be of service. Questions that can be answered yes or no should be avoided.Service Approach: The salesperson asks how he/she can be of service. Questions that can be answered yes or no should be avoided.

9. What are the proper ways to open a sale? 1) make a suggestion about the benefits of owning the product 2) demonstrate the product 3) offer to survey the customer's operation to determine how the product could be useful 4) show the customer a study or report that compares the benefits of the product or service with similar products or services offered by competitors.