2.07 SUMMARIZE THE SALES PROCESS ANPOCSR

1. APPROACH THE FIRST ENCOUNTER WITH THE POTENTIAL CUSTOMER---SHOULD HAPPEN WITHIN 30 SECONDS 3 TYPES OF APPROACHES ARE: GREETING --”WELCOME TO ELLEN’S BOUTIQUE”. NOT VERY EFFECTIVE, UNLESS USED IN COMBINATION SERVICE –MISUSED OFTEN “CAN I HELP YOU?’ (NO RESPONSE) SAY “HOW MAY I HELP YOU?” INSTEAD MERCHANDISE—FOCUS IS ON CERTAIN MERCHANDIDE; VERY EFFECTIVE IF USED PROPERLY (63%)

2. NEEDS DETERMINED DETERMINE THE CUSTOMER’S BUYING MOTIVES (EMOTIONAL, RATIONAL, PATRONAGE) DO BY: LISTENING OBSERVING (BODY LANGUAGE AND APPEARANCE) QUESTIONING AND ENGAGING CUSTOMER

3. PRODUCT PRESENTATION GUIDELINES: SHOW ONLY 3! START WITH MEDIUM PRICE FIRST! HIGHLIGHT THE FEATURES/BENEFITS PRESENTATION INCLUDES: DISPLAYING AND HANDLING THE ACTUAL PRODUCT DEMONSTRATIONS, USE SALES ADS, INVOLVE THE CUSTOMER, HOLD THEIR ATTENTION AND BE KNOWLEDGEABLE

4. OVERCOMING OBJECTIONS DETERMINE THE DIFFERENCE BETWEEN AN EXCUSE AND REAL OBJECTION MOST COMMON REFER TO: PRICE, TIME, NEED, PLACE, PRODUCT

OVERCOMING OBJECTIONS METHODS SUBSTITUTION—IF AVAILABLE QUESTION—ASK MORE PROBING ? BOOMERANG –COMES BACK AS A SELLING POINT SUPERIOR POINT—EXCELLENT WHEN ITEM IS $$--STRESS QUALITY DENIAL—WHEN CUSTOMER HAS INCORRECT INFO, DEMONSTRATION—GET CUSTOMER TO TRY IT THIRD PARTY—USE OF PERSONAL TESTIMONIALS

5. CLOSING THE SALE GETTING THE CUSTOMER TO AGREE TO BUY THE PRODUCT! YOU HAVE FAILED UNLESS THIS HAPPENS! TRIAL CLOSE—USED EARLY IN THE SALES PROCESS; SOMETIMES WORKS AND YOU CAN SKIP OTHER STEPS “CAN I TAKE THIS UP FRONT YOU?”

CL0SING METHODS WHICH—NARROW DOWN THE CHOICE AND ASK MORE PROBING QUESTIONS STANDING-ROOM-ONLY—VERY EFFECTIVE IF TRUE, AS IN SALE IN ENDING SOON OR LIMITED SUPPLY DIRECT—HOW WOULD YOU LIKE TO PAY? SERVICE—STRESS THE LEVEL OF SERVICE CUSTOMER RECEIVES NOW AND AFTER THE SALE

6. SUGGESTION SELLING SELLING ADDITIONAL GOODS/SERVICES TO ENHANCE THE ORIGINAL PURCHASE MUST BE TIMELY, RELATED, AND USUALLY LESS COSTLY. CUSTOMER NEEDS TO FEEL LIKE IT WILL BENEFIT THEM—EX. JEWELRY CLEANER FOR A DIAMOND RING

SUGGESTION SELLING METHODS CROSS SELLING TRADING UP UP SELLING SPECIAL OFFERS

7. RELATIONSHIP MARKETING IMPORTANT TO MAKE THE CUSTOMER FEEL 100 % ASSURED ABOUT THEIR PURCHASE! INCLUDES: ORDER PROCESSING, CUSTOMER SERVICE, KEEPING A CLIENT FILE, FOLLOW UP ON PROMISES MADE DURING THE SALES PROCESS

WHAT IS CRM? CUSTOMER RELATIONSHIP MANAGEMENT MAINTAINS CONTACTS FOR FUTURE SALES MAINTAINS RELATIONSHIPS DEVELOP CUSTOMER LOYALTY IMPLEMENT CUSTOMER REWARDS PROGRAM ENCOURAGES NETWORKING/REFERRALS FOR FUTURE SALES AND CLIENTS

CONGRATULATIONS! YOU NOW KNOW HOW TO MAKE $$$$ IN SALES