Identify the steps of Selling. Eagle Challenge Learning Target Identify the steps of Selling.

Steps of a Sale Approaching the customer Determining needs Yesterday YESTERDAY Approaching the customer Determining needs Presenting the product Overcoming objections Closing the sale Suggestion selling Relationship building TODAY TODAY

Layman’s terms Words the average customer can understand Descriptive adjectives Active verbs Second Language

Expressing oneself without the use of words Communication Nonverbal communication Facial Expressions Observing

Jesse works in the men’s clothing department of a large department store. Yesterday, he noticed a customer inspecting and elegant suit. Approaching the customer, Jesse said, “Good Morning, Mr. Phelps. May I put the suit in the dressing room for you?” What method of initial approach is Jesse using? Merchandise approach Service approach Greeting approach Suggestion selling

How should a salesperson approach an impatient customer? Cautiously Not at all Quietly Quickly

You should present NO more than ___ products to a customer 3 5 2 10

Presenting the Product

Details About Each of the Presentation Topics Product Presentation Plan the Presentation Details About Each of the Presentation Topics

Details About Each of the Presentation Topics Product Presentation Plan the Presentation Details About Each of the Presentation Topics

Types of Sales Aids That Could Be Used During a Product Presentation Plan the Presentation Types of Sales Aids That Could Be Used During a Product Presentation

Types of Sales Aids That Could Be Used During a Product Presentation Plan the Presentation Types of Sales Aids That Could Be Used During a Product Presentation

– Objections The difference between objections and excuses What You’ll Learn The difference between objections and excuses The five buying decisions upon which common objections are based The general four-step method for handling customer objections The seven specific methods of handling objections and when each should be used.

Objections – concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase. Excuses – insincere reasons for not buying Welcome and plan for objections – they can guide you through the sales process.

Need – may be a conflict between needs and wants Common Objections Need – may be a conflict between needs and wants “Do I really need this BMW or do I just want it?

Product – concerns with color, size, or style Common Objections Product – concerns with color, size, or style

Source – past experiences with the firm or brand Common Objections Source – past experiences with the firm or brand “My mother really did not like GE appliances. She said that they are of inferior quality.”

Price – “That’s more than I wanted to spend.” Common Objections Price – “That’s more than I wanted to spend.”

Time – “I think I’ll wait until July when these sandals are on sale.” Common Objections Time – “I think I’ll wait until July when these sandals are on sale.”

Process for Handling Objections Listen Carefully – demonstrate concern Acknowledge the Customer’s Objection – “I can see your point.” Restate the Objections – paraphrase Answer the Objection – be tactful!

Specialized Methods of Handling Objections Substitution – Recommending a different product that would satisfy the customer’s needs. Customer: “I don’t like the way this dress looks on me.” Salesperson: “Here, why don’t you try this dress. It has a completely different look. I think it will fit your style better than the one you just had on.”

Specialized Methods of Handling Objections Boomerang – bring the objection back to the customer. Customer: “This ski jacket is so lightweight, it can’t possibly keep me warm.” Salesperson: “It’s made of a special material called Thinsulate which will keep you warmer than something heavier.”

Specialized Methods of Handling Objections Question – question to learn more about the objections. Customer: “I don’t think my friend will like this shirt.” Salesperson: “Why don’t you think she will like it?”

Specialized Methods of Handling Objections Superior Point – Admit disadvantages in certain products but then present superior points to offset or compensate for them. Customer: “Your prices are higher than your competitors.” Salesperson: “That’s true. We use better quality materials and our product will last longer.

Specialized Methods of Handling Objections Denial – use when the customer’s objection is based on misinformation. Customer: “This shirt will shrink.” Salesperson: “No, it won’t shrink because the fabric is a special blend.”

Specialized Methods of Handling Objections Demonstration – Show how to operate a product. Seeing is believing! Use when appropriate “I can’t believe the food won’t stick to the bottom of the pan.”

Specialized Methods of Handling Objections Third Party – using a previous customer or another neutral person who can give a testimonial about the product. Customer: “I’m not sure how this sofa will look in my house.” Salesperson: “Well, Michelle King bought one just like it last month. She loves it.”

Five common objections Need, want, time, price, source Need, want, time, price, denial Need, product, time, price, source

Demonstration Show how to operate a product Misinformed Having someone give a testimony

First step in the process of handling objections is to ANSWER the objection TRUE OR FALSE

Quiz – September 13 Selling (Personal vs. Retail vs. B2B Buying Motives (Emotional vs. Rational) Buy Decision Making (Extensive vs. Limited vs. Routine) 3 Approaches (Greeting/Service/Merchandise) 3 Ways to Determine the Need (Observe/Listen/Question) 5 Objections (Need, product, time, price, source) 7 methods for Handling Objections Third-Party, Demonstration, Denial, Superior Point, Question, Boomerang, Substitution