Ch 13 – Initiating the Sale What You’ll Learn The steps in the sales process The initial approach for business-to-business sales The three initial approach methods for retail The three methods for determining customer needs Questioning guidelines

Steps in the Sales Process Approaching the Customer Determining Needs Presenting the Product Overcoming the Objections Closing the Sale Suggestion Selling Relationship Building

Approaching the Customer Business-to-Business Selling Introduce yourself and your company with a firm handshake and a smile Provide a business card Retail Selling Service Approach Salesperson asks if the customer needs assistance Greeting Approach Salesperson welcomes the customer to the store Merchandise Approach Salesperson makes a comment or asks a question about a product the customer is interested in

Determining the Needs Observing Listening Questioning Identifying buying motives through non-verbal communications Listening Maintain good eye contact Provide verbal and nonverbal feedback Give customers your undivided attention Listen with empathy and an open mind Do not interrupt Questioning Can help uncover needs and buying motives Set the customer at ease

Questioning Guidelines Do be careful about protecting customer’s privacy Do ask open-ended questions Do ask clarifying questions Don’t ask too many questions in a row Don’t ask questions that might embarrass or put customer’s on the defensive