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SEM1 1.09 A - Selling

SEM1 1.09 A - Selling. PE - Process the sale to complete the exchange PI - Process telephone orders. Describe the nature of telephone orders in selling. Increases sales Give your phone customers instant access Reach people that cannot come into your store

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SEM1 1.09 A - Selling

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  1. SEM1 1.09 A - Selling • PE - Process the sale to complete the exchange • PI - Process telephone orders

  2. Describe the nature of telephone orders in selling. • Increases sales • Give your phone customers instant access • Reach people that cannot come into your store • Phones are an extension to online selling • Interact with customers • Uncover additional needs and wants

  3. Speak slowly and clearly • Customer understands what you are saying. • Increases accuracy • Allows you to match their wants and/or needs • Sell them the product that will fit their desire • Match the customers’ pace. • Do not talk too fast or slow. • Follow the customers lead • Repeat information back to the customer • Check for accuracy

  4. The Need for accuracy in telephone orders • Customer satisfaction • Mistakes = Lost customers • Fewer returns • based on incorrect information • Lower expense costs • due to proper order processing • Less unproductive time spent with customers

  5. Information to obtain during telephone orders. • Customer Name – 1st thing • Obtain the customer name and number • (in case you get disconnected) • Check the company data base for the customer information • Mailing address • Payment information • Customer order • Double check information • Read back to customer • ensure accuracy

  6. Process an incoming telephone order • Introduce yourself • First impression • Obtain customer name and verify • Check the company’s database for the name • Process the sales order • Payment information • Read the order back to customer • for verification • Thank the customer for their business

  7. Do’s and Don’t On the Phone DO’s: • Pleasant and sincere voice • Be positive about product/service • Be courteous • Make conversation short and to the point • Have all information available. • People do not like to be on hold. DON’Ts: • Do not do all the talking • Do not interrupt your customer • Do not talk too quickly

  8. Links (Notes in Action) • Template of actual telephone order (information collection) http://www.docstoc.com/docs/446979/Telephone-Sales-Order-Form-template • Video of Processing a Telephone order for online order http://floristwiki.ftdi.com/index.php/Processing_Incoming_Phone_Orders_Video_Demonstration

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