+ The Sales Process Steps 5-7

+ Step 5: Closing the Sale Closing the Sale is obtaining positive agreement from the customer to buy. To close the sale, salespeople need to recognize when a customer is ready to buy or the time to close the sale. Buying signals are things customers say or do to indicate readiness to buy. Nonverbal: facial expressions, body language Verbal: Comments like “this is what I was looking for” or “when can I get delivery?”

+ Trial Close A trial close is an initial effort to close the sale. Trial closes are beneficial for two reasons If the trial close does not work, you will learn from the attempt because customers will tell you why they are not ready to commit If the trial close works, you will reach your goal of closing the sale

+ Tips for Closing the Sale Professional salespeople recognize closing opportunities, helping customers make a decision, and create an ownership mentality for the customer. Recognize Closing Opportunities Help Customers Make a Decision Create an Ownership Mentality Avoid Threatening Words Get Minor Agreements Pace Your Closing

+ Special Methods for Closing the Sale Which Close – a closing method that encourages a customer to make a decision between two items. Standing-Room-Only Close – a method used when a product is in short supply or when the price will be going up in the near future. Direct Close – a method in which you ask for the sale. Service Close – a method in which you explain services that overcome obstacles or problems.

+ Failure to Close the Sale Do not assume that every sales presentation should end in a sale. You should not take a failure to close the sale personally. Maintain a Positive Attitude Attitude of the salesperson who has not make the sale should be no different than the successful salesperson. Customers appreciate a sincere salesperson who has their best interest in mind

+ Step 6: Suggestion Selling Suggestion selling is selling additional goods or services to the customer. Suggestion selling benefits the salesperson, the customer, and the company. Salesperson – customers will want to do business with you again Customer – pleased with their purchase Company – the time and cost involved is less than the cost of making the original sale

+ Rules for Suggestion Selling Use suggestion selling after the customer has made a commitment to buy but before payment is made or the order written. Make your recommendation from the customer’s point of view and give at least one reason for your suggestion. Make the suggestion definite. Show the item you are suggesting. Make the suggestion positive.

+ Suggestion Selling Methods Offer related merchandise – also known as cross-selling, suggest a tie to match a new dress shirt. Recommending larger quantitates – also known as up- selling, works in retail with inexpensive items can be bundled like t-shirts two for $12. Calling attention to special sales opportunities – the salesperson points of special sale items or clearance items.

+ Step 7: Building Relationships Maintaining a clientele is necessary for repeat sales, which are necessary for the businesses to be successful After-Sale Activities After-Sale Activities – in retail it includes things such as bagging the merchandise, in business-to-business it includes completing the paperwork quickly and timely Departure - educate customers of care of product reassure your customer and invite the customer back to the store Order Fulfillment -getting the order to the customer in a timely manner, professional delivery and assembly, and completing the transaction and making the payment exchange. Follow-up- make arrangements to follow up with all promises, checking on customer’s satisfaction

+ Customer Service The role of customer service cannot be emphasized enough as a part of developing selling relationships Offering Special Services and Social Media -businesses collect s to connect to customers, customers must opt-in and agree to receive s Online Customer Support- Websites that offer frequently asked questions, links to contact support in the company Special Retail Services- baby-wedding gift registry, special customer service representatives, merchandise returns and customer inquiry departments. Customer Training- Hands-on training (Apple Store), employee workshops and trade shows training, computer-aided instruction

+ Planning Future Sales Keeping a Client File Take notes of transaction Keep sales in a file Track customer experience Evaluate Your Sales Efforts What were the strong points of your sales presentation? How could you have improved your performance? What would you do differently next time? What can you do now to solidify your relationship with your customer if you made the sale? Some business send questionnaires or call customers to check service