Sales and Service Chapter #8

What techniques are used to get a customer to buy? 1) Straight forwardly ask for the order. This technique is used most often. 2) Reduce the choices. This helps combat confusion. 3) Assume it is time to close. Watch for clues (will it be cash or charge) 4) Summarize the selling points. 5) Suggest an urgency such as the product is selling fast.

What are some reasons that sales fail? 1) Trying to force the sale 2) Assuming the customer is not going to buy. 3) Hurrying the customer. 4) Leaving one customer to help another. 5) Being discourteous

What are some questions to ask yourself when a sale is lost? 1) Did I smile and greet the customer pleasantly? 2) Was my personal appearance acceptable? 3) Did I have confidence in myself? 4) Did I show knowledge of the product? 5) Did I talk too much?

What are some questions to ask yourself when a sale is lost? 6) Did I overcome objections? 7) Did I correctly demonstrate the use of the product? 8) Was any question raised that I could not answer? 9) Did I mention the availability of service? 10) Did I recognize when it was time to close the sale?

Why do some customers not return? 1) Not providing service on a previous sale 2) A competitor offers a better deal 3) No one convinced the customer to buy 4) Use of high-pressure sales tactics 5) Salesperson had a poor attitude

What do you do after the close? 1) Reassure the customer. 2) Make sure the customer receives a receipt 3) Make the necessary arrangements for delivery 4) Suggest other items that might be related to the purchased item 5) Follow up the sale by contacting the customer later to determine their level of satisfaction