Bell Work Vocab Quiz

1. Bell Work Vocab Quiz

2. 2.09: Sales Process Ways to increase the likelihood of making a Sale

3. Two Handouts

4. Agenda • Grade Economics Quiz • Sales Process Packet • Steps 1 -4 Should be completed • Formal Assessment Grade • Role playing steps 1 – 7

5. Sales Process Packet • Sources of Product Information • Approaching the customer • Greeting • Service • Merchandise • Determine Customer Needs • Observe • Listen • Questioning & Engaging • Feature & Benefit Chart • Objections • Need, Product, Source, Price, & Time • Substitution, Boomerang, Question, Superior-Point, Denial, Demonstration, & Third Party • Close • Which, Standing Room Only, Direct, Service • Suggestion Selling • Cross, Up, & Special Sales Opportunities • Build CRM • Follow-up, Customer Service, Client File, Evaluate Sales Effort

6. Selling • Sellingis the process of matching a customer needs and wants to the features and benefits of a product or service. • The salesperson is the individual who gathers information about the customer • Advises the customer about which products best suit their needs. • Sales process is broken down into four parts • Preparing for the sale • Initiating the sale • Presenting the product • Closing the sale

7. Preapproach, Prospecting & Product Information

8. Preparing for the Sale • Preapproach is getting ready for the face-to-face encounter in a selling situation. • Everything you do to prepare yourself to sell a product • Approach is the actual face-to-face meeting.

9. Preapproach • Industry Trends • Read articles, attend workshops, stay current • Researching potential customers • Becoming familiar with company policies and procedures • EMPLOYER LEADS: • Your employer gives you ideas on who to contact • Telemarketing & Trade Shows • TELEPHONE DIRECTORIES: • White and Yellow Pages • TRADE & PROFESSIONAL DIRECTORIES: • Thomas Register of American Manufacturers • NEWSPAPERS • Birth announcements, Engagements • COMMERCIAL LISTS • Lists purchased for potential customers • Usually breaks down your customers according to demographics

11. Preapproach Methods • CUSTOMERS REFERRALS: • Satisfied Customers • Ask for names from customers – Endless Chain method • COLD CANVASSING • Random and without appointment • Telephone random numbers • Door-to-door business contacts

12. Step One: • Take 5 minutes to complete 2.08 • Be clear about your answer • http://www.online-stopwatch.com/

13. Steps of a Sale • Approaching the customer • Determining needs • Presenting the product • Overcoming objections • Closing the sale • Suggestion selling • Relationship building • Selling is a process • http://www.youtube.com/watch?v=bH4zIyGi6mk&NR=1n

14. Sales Approach • A salesperson can make or break a sale in the first few minutes with a customer • Initial approach is critical • First face-to-face contact you have with the customer • Customer passes judgment • Will set the tone for the entire sales process • Need to be sincere and enthusiastic • Display good eye contact • Approach needs to be timed wisely

15. Purposes of the Approach • To begin conversation • To establish a relationship with the customer • Focus on the merchandise

16. The Approach in Retail Selling • If customer is in a hurry, approach them quickly. • If customer is undecided, let them look around. • Encourage customers to ask questions.

17. 3 (4) Sales Approaches

18. Sales Approach #1: Service Approach • Service Approach: • The salesperson will ask the customer if they need assistance • “May I help you with something?” • “How may I help you?” • Salesperson should ask an open ended question that encourages the customer to tell you what they want. • Used when customer is in a hurry or if you are an order taker for a routine purchase

19. Sales Approach #2: Greeting Approach 2. Greeting Approach: • Simply welcome a customer to the store • Can be formal or informal • “Good Morning” • “Good Afternoon” • If you know the customers name, use it • Establishes a positive atmosphere and opens the lines of communication. • Be Upbeat & Friendly

20. Store Greeters • Greeting the Customer • Walmart • Edward: http://www.youtube.com/watch?v=34ghKM42Cg0 • Military: http://www.youtube.com/watch?v=P80ds67zw1I • Meijer • http://youtu.be/rgCWyRYZZAY • What two things should do when greeting a customer: • http://www.youtube.com/watch?v=RHkz_Cf4KL0

21. Sales Approach #3: MerchandiseApproach 3. Merchandise Approach • The salesperson makes a comment or asks a question about a product in which the customer is interested. • Can only be used when a customer is stopped and looking at a specific product • Ex: “Is that the size you need?” • Ex: “Are you interested in a specific color?” • Ex: “That video game is rated E.” • Often leads to you explaining features and benefits of a product

22. Sales Approach #4: CombinationApproach 4. Combination Approach: Combination Approach will combine at least two of the other sales approaches • “Welcome to Hollister, we have a sale on all jeans today.” • “That shirt enhances your eyes, would you like to try it on?”

23. A salesperson’s focus should be to determine the CUSTOMER’S NEEDS as EARLY in the sales process as possible

24. Types of Customers • There are three types of customers • Decided • Customer knows what they want to buy • Can be identified by the way they walk, expression in their eyes / face, & tone of voice • Undecided • Customer doesn’t know what they want to buy • Salesperson helps them make up their mind • Just-looking • Most difficult customer to sell to • Can be decided or undecided but don’t want salesperson assistance

25. Which Approach….

26. Types of Approaches cont…

27. Step 2: Determine Customer Needs

28. Buying Motives • Emotional: Buying based on feelings • Rational: Buying based on logic or reasoning • Patronage: A preference for a store or brand • Appearance of store • Proximity of store • Preference of brand; loyal customer

29. Open Ended Questions & Feature – Benefit Chart • Questions that require a constructed response from customer • Should not forced or able to choose between options • Yes / No • Blue / Red / Green • If they can respond in one word you’ve FAILED!

30. Kid Salesman • Ticket out the door: • What type of greeting did he use? • What method was used to determine customer needs? • What closing technique best describes the kid salesman’s approach to closing the sale? • http://www.youtube.com/watch?v=hxCHEJSHOBE

32. Sales Project • Pick groups v. Teacher picks group • 3-4 students per group • Written Component • Video &/or Role Play

33. Sales Process Packet • Sources of Product Information • Approaching the customer • Greeting • Service • Merchandise • Determine Customer Needs • Observe • Listen • Questioning & Engaging • Feature & Benefit Chart • Objections • Need, Product, Source, Price, & Time • Substitution, Boomerang, Question, Superior-Point, Denial, Demonstration, & Third Party • Close • Which, Standing Room Only, Direct, Service • Suggestion Selling • Cross, Up, & Special Sales Opportunities • Build CRM • Follow-up, Customer Service, Client File, Evaluate Sales Effort

34. Which Approach…. Greeting Merchandise Merchandise Greeting Merchandise Merchandise Merchandise Greeting