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

Initiating the Sale

The Sales Process The seven steps of a sale The importance and purposes of the approach in the sales process How business-to-business sales representatives conduct the initial approach The three initial approach methods used by retail salespeople

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

Approaching the Customer The first face-to-face contact with the customer. Can make or break a sale Sets the mood or atmosphere Establishes a relationship

What your mother said is true . . .

You never get a second chance to make a first impression!

The Approach in Business-to-Business Selling Set up an appointment Introduce yourself with a firm handshake and a smile. Be more personal with customers you know. Use good opening statements with new customers.

The Approach in Retail Selling If customer is in a hurry, approach quickly. If customer is undecided, let them look. Encourage customers to look around and to ask questions.

Service Approach Method Methods for the initial approach: Service Approach Method Ask if assistance is needed. “May I help you?” Problem – customer says, “I’m just looking.” Instead, ask “How may I help you?”

Greeting Approach Method The salesperson welcomes the customer “Good morning.” Establishes a positive atmosphere.

Merchandise Approach Method Let the customer look around. When they show interest in a product, the salesperson makes a comment or asks a question. The most effective approach because it gets the customer talking about the merchandise he/she may be interested in.

Why determining needs is important: Customer needs are related to buying motives. When customer needs are met, the salesperson experiences a feeling of success.

When to Determine Needs: As early in the sales process as possible, usually right after the approach

How to Determine Needs Observing – Nonverbal communication (body language such as facial expressions, hand motions, and eye movement.)

How to Determine Needs Listening – Helps you pick up clues

How to Determine Needs Questioning – Gets the customer talking Begin with general questions about intended use. Then ask Who, What, How questions

Guidelines for Questioning Do ask open-ended questions that encourage talking Do ask clarifying questions to make sure you understand needs Don’t ask too many questions in a row – customer may feel cross-examined Don’t ask questions that might embarrass or put the customer on the defensive

Words to KNOW. Sales Contract Selling Point Commission Cold Canvassing