5.03Summarize the sales process

The approach is…  The first encounter with a potential customer  Service approach  Greeting approach  Merchandise approach  Combination approach

How to determine consumer needs  Determine customer’s reasons for buying  Observing  Listening  Questioning and Engaging

Product presentation time!  What products do you show? –How they will use the product? –Show a medium-priced product first! –Highlight the features and benefits

Product presentation time!  Display and handle the product  Demonstrate the product  Use sales aids  Involve the customer  Hold the customer’s attention

How to handle objections  Objection vs. Excuse  Objection based on: -Need-Product-Source-Price-Time

Methods to handle objections  Substitution  Boomerang  Question  Superior-point  Denial  Demonstration  Third party

Methods for closing the sale  Which  Standing-room only  Direct  Service

Suggestion selling is…  Selling additional goods to enhance the original purchase  Cross selling  Upselling  Special sales opportunities

How to maintain a relationship with the customer  Order processing  Departure  Order fulfillment  Follow-up  Customer service  Keeping a client file  Evaluate sales efforts

What is CRM?  Customer Relationship Management  Implement technology and CRM  Maintain contacts  Maintain relationships  Develop customer loyalty  Implement rewards program