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SELLING IS:

Assisting the Customer in Making a Wise Buying Decision. SELLING IS:. WHAT TYPES OF HELP DO CUSTOMERS EXPECT FROM SALESPEOPLE?. Types of Customers:. decided undecided just-looking. THE SALESPERSON’S MOST IMPORTANT FUNCTION IS SELLING.

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SELLING IS:

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  1. Assisting the Customer in Making a Wise Buying Decision SELLING IS:

  2. WHAT TYPES OF HELP DO CUSTOMERS EXPECT FROM SALESPEOPLE?

  3. Types of Customers: • decided • undecided • just-looking

  4. THE SALESPERSON’S MOST IMPORTANT FUNCTION IS SELLING

  5. Salespeople Can Provide Assistance To Their Customers By: • Asking questions • Assisting customer in selecting product • Demonstration product features • Explaining customer benefits • Answering customer objections • Asking the customer to buy • Suggesting additional merchandise • Reassuring the customer

  6. What to Learn About Your Products or Services • Appearance • Material composition • Manufacturing process • Uses of product • Performance of product • Service of product • Care of product • Product brands • Price of product • Product competition • Related items

  7. Sources of Product Information • merchandise itself • salespeople • customers • personal experience • merchandise publications • other sources

  8. BUSINESS “In business, the U comes before the I.”

  9. PURPOSE OF THE APPROACH: • Welcome the customer • Gain the customer’s confidence and trust • Direct the customer’s attention to the product

  10. TYPES OF CUSTOMER APPROACHES • Merchandise approach • Welcome approach • Service approach

  11. QUALIFYING YOUR CUSTOMER • Observe your customer • Give a selling statement • Ask questions • Listen to your customer

  12. PRINCIPLES OF EFFECTIVE LISTENING • Prepare to listen • Stop talking and listen • Pay attention • Look and act interested • Don’t interrupt • Give customer time to think • Use listening responses • Practice listening

  13. Prepare the Feature-Benefit Sales Presentation by: • Determining what to say • Determining what to do

  14. STEPS IN PLANNING A FEATURE-BENEFIT SALES PRESENTATION STEP 1 Identify your product features. STEP 2 Learn your product’s performance and what it will do for the customer. STEP 3 Translate product features into buyer benefits. STEP 4 Develop qualifying questions to determine your customer’s buying motives.

  15. A Product Feature… • is anything you can: -See or hear -Feel or touch -Smell or taste • answers the question: What is It?

  16. A Buyer Benefit… • Is a gain, satisfaction, or personal benefit received by the customer. • Answers the question: What does it mean to me? Or how will I benefit?

  17. HOW TO TRANSLATE PRODUCT FEATURES INTO BUYER BENEFITS • List the product features. • Determine what each feature will do for the customer. • Explain how your customer will benefit from the product performance.

  18. TYPES OF QUALIFYING QUESTIONS • WHO will use the product? • WHAT does your customer expect from the product? • WHERE will the product be used? • HOW will the product be used? • WHEN is the product needed? • WHAT are your customer’s likes and dislikes?

  19. CUSTOMERS BUY BENEFITS!

  20. Buying Decision Objections • product • Place • Price • Time • quantity

  21. HOW TO ANSWER CUSTOMER OBJECTIONS • Listen to the objection • Pause before answering • Show empathy for your customer • Restate the objection • Answer the objection

  22. Techniques for Answering Objections • Yes, but • Direct denial • Superior point • Boomerang • Question • Demonstration • Third-party • Close on an objection

  23. WHEN TO CLOSE THE SALE: BUYING SIGNALS

  24. CLOSING TECHNIQUES • Ask-Your-Customers-To-Buy Close • Choice Close • Assumption Close • Advantages-and-Disadvantages Close • Premium Close • Last-Chance-To-Buy Close • Standing-Room-Only Close • Testimonial Close • Objection Close • Related-Merchandise Close • Others

  25. Suggestion Selling Is… • A personal service to the customer. • A reminder to customers of needed merchandise. • A help to customers in satisfying their needs and wants. • A benefit to the business, salesperson, and customer.

  26. Business Benefits From Suggestion Selling Through… • Increased profits • Better satisfiedcustomers • Improved store image • Better satisfied salespeople

  27. WHAT TO SUGGEST TO YOUR CUSTOMERS • Related Merchandise • New Merchandise • Larger Quantities of Merchandise • Better Quality Merchandise • Merchandise Specials • Merchandise for Special Occasions

  28. How To Make Customer Suggestions • Close the original sale first • Make the suggestion from the customer’s point of view • Make a specific suggestion • Demonstrate the benefits of the suggested merchandise

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