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The Selling Process. Chapter 13. The Selling (Sales) Process. A step by step process a salesperson uses to help customers reach buying decisions & ensure satisfaction. 7 Steps of the Selling Process. Prepare to sell Approach the customer & establishing relationships Determine customer needs
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The Selling Process Chapter 13
The Selling (Sales) Process • A step by step process a salesperson uses to help customers reach buying decisions & ensure satisfaction.
7 Steps of the Selling Process • Prepare to sell • Approach the customer & establishing relationships • Determine customer needs • Prescribe solutions & present the product • Overcome objections • Close the sale • Reaffirm buyer-seller relationships
1. Preparing to Sell • Acquire product knowledge • Identify features & benefits • Generating sales leads • Prepare a sales presentation
2. Approaching the Customer & Establishing Relationships • Put the customer at ease by setting the mood or atmosphere • Encourage customers to want to hear about the product • Gain customer confidence • Create favorable impressions
Methods for the initial approach: • Service Approach Method • Ask if assistance is needed. • “How may I help you?” • Greeting Approach Method • Salesperson welcomes the customer & establishes a positive atmosphere. • “Good morning.” • Merchandise Approach Method • Let the customer look around. When they show interest in a product, make a comment or ask a question.
3. Determining Customer Needs • Ask customer questions • Listen to their needs & wants • Observe customer reactions • Analyze customer reactions & comments
4. Prescribing Solutions & Presenting the Product • Offer solutions based on diagnosed customer needs • Show limited number to avoid confusion • Sell the benefits of the product • Present the product & demonstrate features that best satisfy customer needs • Concentrate on main item of interest to close the sale
5. Overcome Objections • Objection – A question or concern raised by customers after they have been shown a product. • Identify customer objections • Address specific concerns • Put the customer at ease by specifically answering their concerns
6. Close the Sale • Look for signals that the customer is ready to buy • Ask the customer for their business • Handle procedures to finalize the sale
7. Reaffirm Buyer-Seller Relationship • Help customers feel confident with their purchase • Follow up after time to assure customer satisfaction • Provide all contact info. for problems • Suggestion Selling – Often can suggest other products that compliment main purchase. (i.e. buy socks after the purchase of shoes)
Selling Acronym • People (Prepare) • Are (Approach) • Nice (Needs) • So (Solutions) • Open (Objections) • Closed (Close) • Rooms (Relationships)