Do Now Exercise: 5 minutes: Discuss and document the importance of a “first impression.” Provide an example of how someone can make a good impression. Provide an example of how someone can make a poor impression.

Marketing I Mr. Gallucci Lesson 40 Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

ANPOCS – Steps of a Sale Approach Need Determination Presentation Overcoming Objections Closing Suggestive Selling Follow-up Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

ANPOCS The Approach: Approach Approach in Business-to-Business Set up an appointment Greetings/Business Cards Approach in Retail Read the customer (Hurry? Undecided?) Guide customer to a decision Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

The Approach Three “Methods” to the Approach: Service Approach Method “How may I help you” Open-Ended Questions Good for customer in a hurry Greeting Approach Method: Greeting customer as they enter Establishes a positive atmosphere Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

The Approach Three “Methods” to the Approach: Merchandise Approach Method Focuses attention on the product Initiates conversation by highlighting product Effective in Retail Role Plays: Use this methodology to introduce a product to a customer (peer). Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Needs Determined Observation Listening Questioning Open-Ended Clarifying One at a time Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Needs Determined Guess the Word Rules: Two Teams Each Team comes up with a word and writes it down The word is shared with one member of the other group Charades style game where team must guess the word with the exception of you may ask questions (cannot ask “what is the word, etc). Guessing members may speak (word holder may not). Each contest is timed. The team that guesses the word first wins. Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Product Presentation Show and Tell: Which products to show (match needs/wants) Price Range (match needs/wants) What to Say: Features and Benefits – Requires preparation Feature: Basic, physical, or extended attributes of a product Benefit: The advantages or personal satisfaction a customer will get from a product Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Product Presentation Making the Presentation: Displaying and Handling of the Product Demonstration Using Sales Aids Involve the Customer! Have them sample or use the product so they can see/feel the benefits! Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Product Presentation Show and Tell Assignment: Formal Presentation Script-based No computer Aid See Webpage for Assignment Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Overcoming Objections “I Object!” Concerns, hesitations, doubts, other honest reasons a customer has for not buying a product. Question or a Comment Excuses Insincere reasons No “mood” for buying a product Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Overcoming Objections Objection Analysis Sheet List of common objections Need Product Source (bad previous experience)? Price Time Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Overcoming Objections Four-Step Process for Handling Objections Listen Carefully Acknowledge the Objection “I see your point “Other customers have asked the same question” Restate the Objection Answer the Objection Preparation Analysis Sheet! Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Overcoming Objections Methodology: Boomerang – uses the objection as a selling point Question – Have the customer answer the objection Superior Point – “Offset” the objection with superior features/benefit Denial – Objection based on misinformation, allows salesperson to use proof/facts Demonstration – “Seeing is believing” Third Party – Previous Customer, Neutral Person Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Overcoming Objections Activity: Using your product from yesterday, create an Objection Analysis Sheet. After creating the list of objections, document how you would overcome the objection. Be sure to note which method(s) you would use. Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Closing Timing the Close Traits of a great Closer Buying Signals Trial Close Traits of a great Closer They radiate enthusiasm throughout the process They are sincere and confident Genuinely want to help customer They enjoy their profession Can see the buying signals and practice their close Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Closing Rules for the Close Recognize Closing Opportunities Help Customers Make Decisions Create an Ownership Mentality Don’t Talk Too Much, Don’t Rush a Customer Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Closing Methods Failure to Close the Sale Standing-Room Only Direct Close Service Close Overcoming Obstacles (gift wrapping) Special Arrangements Failure to Close the Sale Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Suggestive Selling 5 Rules to Suggestive Selling: After the close Make recommendations from customers p-o-v Make suggestions definite Show and tell Make the suggestion positive Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

Follow Up CRM Marketing (Customer Relationship MKT) Keeping the lines open Evaluation Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.