Warm-Up Nature gave us two ________, two ________ , and one __________ . How does this relate to selling? Eye’s, ears and one mouth!

The Steps of a Sale Pre-Approach Approaching the Customer Determining Needs Presenting the Product Handling Questions & Objections Closing the Sale Suggestion Selling Reassuring & Follow-Up

Step 3: Determining Needs Customer needs are directly related to buying motives Motives can be rational, emotional, or a combination of both In this step of the sale, your job is to uncover the customer’s reasons for wanting to buy as early as possible In business-to-business selling, needs can be determined during the pre-approach In retail selling, the salesperson should begin to determine needs immediately after the approach Three methods that will help you determine customer needs: observing, listening, and questioning

Step 3: Determining Needs Observing When you observe a customer, you look for buying motives that are communicated nonverbally Nonverbal communication is expressing yourself through body language… facial expressions, hand motions, eye movement, etc. can give you clues about a customer’s mood and interest in the product Listening Listening helps you pick up clues to the customer’s needs Maintain good eye contact; provide verbal and nonverbal feedback; give customers your undivided attention; listen with empathy; and do not interrupt!

Step 3: Determining Needs Questioning In order to listen to customers, you must get them talking… one way to engage them is to ask questions Well-chosen questions can help you uncover needs and buying motives while putting the customer at ease When you begin, first ask general questions about intended use of the product and any previous experience with it Once you have an idea of the customer’s general needs, then you can ask more specific questions relating to the product Questioning is an important skill that must be done carefully Always bear in mind that some customers will be protective of their privacy, and they may resent general, non-personal questions

Step 3: Determining Needs Questioning Do’s and Don'ts Guidelines: Do ask open-ended questions that encourage customers to do the talking… no “yes/no” questions Do ask clarifying questions to make sure you understand customers’ needs Don’t ask too many questions in a row Don’t ask questions that might embarrass customers or put them on the defensive Ex. – “How much do you want to spend?”

You work for Verizon Wireless You work for Verizon Wireless. You are working on a slow Sunday morning and decide you want to fine tune your sales skills. A woman walks into the store. List 10 questions that you could ask her to determine her needs. Questioning Activity

Step 4: Presenting the Product During the product presentation phase of a sale, you show the product and tell about it The goal of product presentation is to match the customer’s needs with appropriate product features and benefits

Step 4: Presenting the Product Selecting and Explaining Products Which products to show? Select a few products that match the customer’s needs Look a technical expertise, interests, etc. What price range to offer? When you don’t know the customer’s price range, begin by showing a medium-priced product… then, you can move up or down on price based on feedback

Step 4: Presenting the Product How many products to show? Show no more than 3 products at a time… if a customer wants to see more than 3, put away the displayed products in which the customer shows no interest What to say? Talk about the product’s features and benefits, and tell the customer how the product features match his or her buying motives and needs Step 4: Presenting the Product

Step 4: Presenting the Product Make the presentation come alive! Displaying and handling the product Creatively displaying the product is the first step in an eye-catching presentation Handling the product with respect presents an image of quality Demonstrating Demonstrating the product in use helps to build customer confidence To prove selling points or claims made by the manufacturer, you may need to demonstrate the product in a more dramatic way

Step 4: Presenting The Product Using sales aids When it is impractical to demonstrate the actual product or when you want to emphasize certain selling points, you can use sales aids during your presentations (charts, models, samples, etc.) Be creative when determining which sales aids will help you during your particular product presentation Involving the customer It is best to get the customer involved with the product as soon as possible verbally and physically, if necessary