Initiating the Sale Chapter 13.

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Presentation transcript:

Initiating the Sale Chapter 13

Sec. 13.2 – Determining Needs in Sales What You’ll Learn Why determining needs is an essential step in the sales process. Three methods used for determining needs.

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