5.035.03 Summarize the Summarize the sales process sales process

The approach is…The approach is…

The first encounter with a potential The first encounter with a potential customer customer

Service approach Service approach Greeting approach Greeting approach Merchandise approach Merchandise approach Combination approach Combination approach

How to determine consumer needs How to determine consumer needs

Determine customer’s reasons for Determine customer’s reasons for buying buying

Observing Observing ListeningListening Questioning and Engaging Questioning and Engaging

Product presentation time!Product presentation time!

What products do you show?What products do you show?– How they will use the product?How they will use the product?– Show a medium-priced product first!Show a medium-priced product first!– Highlight the features and benefits Highlight the features and benefits

Product presentation time!Product presentation time!

Display and handle the product Display and handle the product Demonstrate the product Demonstrate the product Use sales aids Use sales aids Involve the customer Involve the customer Hold the customer’s attention Hold the customer’s attention

How to handle objectionsHow to handle objections

Objection vs. ExcuseObjection vs. Excuse Objection based on:Objection based on:

-Need-Need

-Product-Product

-Source-Source

-Price-Price

-Time-Time

Methods to handle objectionsMethods to handle objections

Substitution Substitution Boomerang Boomerang Question Question Superior-point Superior-point Denial Denial Demonstration Demonstration Third party Third party

Methods for closing the sale Methods for closing the sale

Which Which Standing-room only Standing-room only Direct Direct Service Service

Suggestion selling is…Suggestion selling is…

Selling additional goods to enhance Selling additional goods to enhance the original purchasethe original purchase

Cross selling Cross selling Upselling Upselling Special sales opportunities Special sales opportunities

How to maintain a relationship with How to maintain a relationship with the customerthe customer

Order processing Order processing Departure Departure Order fulfillment Order fulfillment Follow-up Follow-up Customer service Customer service Keeping a client file Keeping a client file Evaluate sales efforts Evaluate sales efforts

What is CRM?What is CRM?

Customer Relationship ManagementCustomer Relationship Management Implement technology and CRM Implement technology and CRM Maintain contacts Maintain contacts Maintain relationships Maintain relationships Develop customer loyaltyDevelop customer loyalty Implement rewards programImplement rewards program