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SELLING IS:. Assisting the Customer in Making a Wise Buying Decision. WHAT TYPES OF HELP DO CUSTOMERS EXPECT FROM SALESPEOPLE?. Types of Customers:. decided undecided just-looking. THE SALESPERSON’S MOST IMPORTANT FUNCTION IS SELLING. http://www.youtube.com/watch?v=LtXw1eKYAww.

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Presentation Transcript
selling is

SELLING IS:

Assisting the

Customer in

Making a Wise

Buying Decision

types of customers
Types of Customers:
  • decided
  • undecided
  • just-looking
slide4

THE SALESPERSON’S MOST IMPORTANT FUNCTION IS SELLING

http://www.youtube.com/watch?v=LtXw1eKYAww

salespeople can provide assistance to their customers by
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
sources of product information
Sources of Product Information
  • merchandise itself
  • salespeople
  • customers
  • personal experience
  • merchandise publications
  • other sources
b u s i ness
BUSINESS

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

http://www.youtube.com/watch?v=cnVf2FGALhY

purpose of the approach
PURPOSE OF THE APPROACH:
  • Welcome the customer
  • Gain the customer’s confidence and trust
  • Direct the customer’s attention to the product

http://www.youtube.com/watch?v=NK51QkROpos

http://www.youtube.com/watch?v=I6dWyRD7Lvc&feature=related

types of customer approaches
TYPES OF CUSTOMER APPROACHES
  • Merchandise approach
  • Welcome approach
  • Service approach

http://www.youtube.com/user/MissyQuest#p/u/14/nrHF_eBYdtk

http://www.youtube.com/user/MissyQuest#p/u/19/UFtsnTh1hoU

qualifying your customer
QUALIFYING YOUR CUSTOMER
  • Observe your customer
  • Give a selling statement
  • Ask questions
  • Listen to your customer
principles of effective listening
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
a product feature
A Product Feature…
  • is anything you can:

-See or hear

-Feel or touch

-Smell or taste

  • answers the question: What is It?
a buyer benefit
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?
types of qualifying questions
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?

http://www.youtube.com/watch?v=r8Q5tRUsUeo

slide15

CUSTOMERS BUY BENEFITS!

http://www.youtube.com/watch?v=8kZg_ALxEz0&feature=related

buying decision objections
Buying Decision Objections
  • product
  • Place
  • Price
  • Time
  • quantity
how to answer customer objections
HOW TO ANSWER CUSTOMER OBJECTIONS
  • Listen to the objection
  • Pause before answering
  • Show empathy for your customer
  • Restate the objection
  • Answer the objection
techniques for answering objections
Techniques for Answering Objections
  • Yes, but
  • Direct denial
  • Superior point
  • Boomerang
  • Question
  • Demonstration
  • Third-party
  • Close on an objection
closing techniques
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
suggestion selling is
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.
what to suggest to your customers
WHAT TO SUGGEST TO YOUR CUSTOMERS
  • Related Merchandise
  • New Merchandise
  • Larger Quantities of Merchandise
  • Better Quality Merchandise
  • Merchandise Specials
  • Merchandise for Special Occasions
how to make customer suggestions
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

http://www.youtube.com/watch?v=4zakyg3thfY

quizlet 2 08 2 09

Quizlet – 2.08 & 2.09

2.08

http://quizlet.com/6997966/mktg-207-2011-flash-cards/

2.09

http://quizlet.com/7216591/mktg-208-c-2011-flash-cards/

http://quizlet.com/7216286/mktg-208-b-2011-flash-cards/

http://quizlet.com/7215578/mktg-208-a-2011-flash-cards/

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