Unit 5: Selling . Chapter 12: Preparing for the Sale. 12.1: What is Selling? Types of selling: Personal Selling: Any form of direct contact between a salesperson and a customer.
12.1: What is Selling?
Ex: goods and services that are expensive and have high value to customers.
Ex: a second car, certain types of clothing, furniture, a vacation, and household appliances.
Ex: grocery items, newspapers, and dry cleaning services.
Nonverbal communication: is expressing yourself without the use of words.
Use words like: who, what, when, where, why, and how.
Open-ended questions: are those that require more than a yes or no answer.
1. Do ask open-ended questions that encourage customers to do the talking.
2. Do ask clarifying questions to make sure you understand customers’ needs.
3. Do not ask too many questions in a row. This will make customers feel as if they are being cross-examined.
4. Do not ask questions that might embarrass customers or put them on the defensive.