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Do Now Exercise:. 5 minutes: Discuss and document the importance of a “first impression.” Provide an example of how someone can make a good impression. Provide an example of how someone can make a poor impression. Marketing I. Mr. Gallucci Lesson 40.

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Do now exercise

Do Now Exercise:

5 minutes:

Discuss and document the importance of a “first impression.” Provide an example of how someone can make a good impression. Provide an example of how someone can make a poor impression.


Marketing i

Marketing I

Mr. Gallucci

Lesson 40

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Anpocs steps of a sale

ANPOCS – Steps of a Sale

  • Approach

  • Need Determination

  • Presentation

  • Overcoming Objections

  • Closing

  • Suggestive Selling

  • Follow-up

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Anpocs

ANPOCS

The Approach:

  • Approach

    • Approach in Business-to-Business

      • Set up an appointment

      • Greetings/Business Cards

    • Approach in Retail

      • Read the customer (Hurry? Undecided?)

      • Guide customer to a decision

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


The approach

The Approach

Three “Methods” to the Approach:

  • Service Approach Method

    • “How may I help you”

    • Open-Ended Questions

    • Good for customer in a hurry

  • Greeting Approach Method:

    • Greeting customer as they enter

    • Establishes a positive atmosphere

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


The approach1

The Approach

Three “Methods” to the Approach:

  • Merchandise Approach Method

    • Focuses attention on the product

    • Initiates conversation by highlighting product

    • Effective in Retail

      Role Plays: Use this methodology to introduce a product to a customer (peer).

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Needs determined

Needs Determined

  • Observation

  • Listening

  • Questioning

    • Open-Ended

    • Clarifying

    • One at a time

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Needs determined1

Needs Determined

  • Guess the Word

    • Rules:

      • Two Teams

      • Each Team comes up with a wordand writes it down

      • The word is shared with one member of the other group

      • Charades style game where team must guess the word with the exception of you may ask questions (cannot ask “what is the word, etc). Guessing members may speak (word holder may not).

      • Each contest is timed. The team that guesses the word first wins.

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Product presentation

Product Presentation

Show and Tell:

  • Which products to show (match needs/wants)

  • Price Range (match needs/wants)

  • What to Say:

    • Features and Benefits – Requires preparation

    • Feature: Basic, physical, or extended attributes of a product

    • Benefit: The advantages or personal satisfaction a customer will get from a product

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Product presentation1

Product Presentation

Making the Presentation:

  • Displaying and Handling of the Product

  • Demonstration

  • Using Sales Aids

    Involve the Customer! Have them sample or use the product so they can see/feel the benefits!

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Product presentation2

Product Presentation

Show and Tell Assignment:

  • Formal Presentation

  • Script-based

  • No computer Aid

  • See Webpage for Assignment

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Overcoming objections

Overcoming Objections

  • “I Object!”

    • Concerns, hesitations, doubts, other honest reasons a customer has for not buying a product.

    • Question or a Comment

  • Excuses

    • Insincere reasons

    • No “mood” for buying a product

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Overcoming objections1

Overcoming Objections

Objection Analysis Sheet

  • List of common objections

    • Need

    • Product

    • Source (bad previous experience)?

    • Price

    • Time

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Overcoming objections2

Overcoming Objections

Four-Step Process for Handling Objections

  • Listen Carefully

  • Acknowledge the Objection

    • “I see your point

    • “Other customers have asked the same question”

    • Restate the Objection

    • Answer the Objection

      • Preparation

      • Analysis Sheet!

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Overcoming objections3

Overcoming Objections

Methodology:

  • Boomerang – uses the objection as a selling point

  • Question – Have the customer answer the objection

  • Superior Point – “Offset” the objection with superior features/benefit

  • Denial – Objection based on misinformation, allows salesperson to use proof/facts

  • Demonstration – “Seeing is believing”

  • Third Party – Previous Customer, Neutral Person

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Overcoming objections4

Overcoming Objections

Activity:

Using your product from yesterday, create an Objection Analysis Sheet. After creating the list of objections, document how you would overcome the objection. Be sure to note which method(s) you would use.

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Closing

Closing

  • Timing the Close

    • Buying Signals

    • Trial Close

  • Traits of a great Closer

    • They radiate enthusiasm throughout the process

    • They are sincere and confident

    • Genuinely want to help customer

    • They enjoy their profession

    • Can see the buying signals and practice their close

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Closing1

Closing

  • Rules for the Close

    • Recognize Closing Opportunities

    • Help Customers Make Decisions

    • Create an Ownership Mentality

    • Don’t Talk Too Much, Don’t Rush a Customer

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Closing2

Closing

  • Methods

    • Standing-Room Only

    • Direct Close

    • Service Close

      • Overcoming Obstacles (gift wrapping)

      • Special Arrangements

  • Failure to Close the Sale

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Suggestive selling

Suggestive Selling

5 Rules to Suggestive Selling:

  • After the close

  • Make recommendations from customers p-o-v

  • Make suggestions definite

  • Show and tell

  • Make the suggestion positive

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


Follow up

Follow Up

  • CRM Marketing (Customer Relationship MKT)

  • Keeping the lines open

  • Evaluation

Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.


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