Identify the goals of Selling. Eagle Challenge Learning Target Identify the goals of Selling. Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer

Standard OG4 Identify methods of approaching (e. g Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer 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 Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer

BUYING MOTIVES A salesperson must know what motivates customers to buy Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer BUYING MOTIVES A salesperson must know what motivates customers to buy Rational Motives – conscious, logical reason for a purchase Emotional Motives – a feeling experienced by a customer through association with a product

Steps of a Sale Approaching the customer Determining needs Presenting the product Overcoming objections Closing the sale Suggestion selling Relationship building Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer

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 Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer

You never get a second chance to make a first impression! Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer

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. Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer

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?” Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer

Greeting Approach Method The salesperson welcomes the customer “Good morning.” Establishes a positive atmosphere. Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer

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. Standard OG4 Identify methods of approaching (e.g., greeting, service, merchandise, combination) the customer

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 Standard OG5 Explain how to determine customer needs and expectations in selling process

How to Determine Needs Observing – Nonverbal communication (body language such as facial expressions, hand motions, and eye movement.) Standard OG5 Explain how to determine customer needs and expectations in selling process

How to Determine Needs Listening – Helps you pick up clues Standard OG5 Explain how to determine customer needs and expectations in selling process

How to Determine Needs Questioning – Gets the customer talking Begin with general questions about intended use. Then ask Who, What, How questions Standard OG5 Explain how to determine customer needs and expectations in selling process

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 Standard OG5 Explain how to determine customer needs and expectations in selling process

Name the 7 Functions Name the 5 Utilities What is the Marketing Mix? What are the 3 different Global Marketing Strategies? What is the difference between for-profit and non-profit? What are the 3 different market segments? What is Market Share? How do you calculate the market share? Small vs Large Business Price Gouging Whistleblowing What are the 2 different types of competition? What is monopoly? What can be a monopoly? Know the following: copyright, patent and trademark International Trade Domestic vs Global Government Regulators Factors of Production Licensing/Franchise Three Different Approaches Three ways to determine needs