Sales Skills Training Presentation Presented by Keith E Gray University Of Phoenix Mr. Clauburg, Ed.D July 13, 2008 Click to add notes

Introduction “A sale is a transfer of enthusiasm from a salesperson to a prospect” (ProEdge Skills, 2008). This presentation will increase the skills of your sales staff by educating them on: Greeting the customer Identifying customer needs Product knowledge Sales is a very competitive business today, so if you want your company to increase sales and boost revenue this presentation will show you how to, by educating your staff on customer greeting, identifying the needs of the customer, product knowledge, and attitude of excellent service.. Most sales personnel assume that the value of their sales lies in the quality of information they provide, but an effective sales pitch must go beyond giving information. A sales person must be able to concentrate on whatever it takes to have a positive effect on the customer behavior and attitude about the product. I have been in the retail sales business for the past twenty years. A good sale depends upon your approach to the customer. The greeting process is very important, it is important to make the customer feel welcome in the store. Be knowledge about the product, educate yourself first before discussing the product with customers, and make sure you understand the needs of your customer, don’t try and persuade them to purchase something that they don’t want. Make sure your motto is “How can I help you”

Training Outline Lesson 1: Greeting the customer Lesson 2 Identifying the customer needs Lesson 3: Product knowledge The greeting process is very important. This training presentation will focus on verbal and nonverbal body language, facial expressions, and communication techniques on how to greet the customer. Identifying the customer needs is a skill that requires listening and probing. This presentation will provide you with an understanding in how to identifying the customer needs by using your listening skills Product knowledge is essential in sales, it is important to keep abreast on your products that are being sold. This presentation will help you learn how to educate yourself on products and only focusing on the most important details that the customer want to hear.

Lesson 1: Objectives To educate the sales person on using effective greeting skills with the customer To educated the sales person on how to use appropriate greeting terminology To educate the sales person on how to keep smiling when interacting with the customer To educated the sales person on how to make the customer feel welcome At the end of this session your sales person will receive training on: Utilizing effective greeting skills with the customer Using proper greeting terminology Ability to communicate effectively using nonverbal and verbal communication To educated the sales person on how to make the customer feel welcome in the store

Lesson 1: Greeting Skills Positive attitude Use appropriate greeting terminology Keep smiling, use appropriate facial expressions Eye contact, shake hands It is important to keep a positive attitude, no matter what the outcome of the sale is. Use appropriate greeting terminology when greeting customers, don’t ever use slang words, keep it on a professional level. A sales person should make the customer feel welcome, and always ask how can I help you? Shake hands and keep smiling throughout the sale, make steady eye contact with the customer. This will make the customer feel like that there needs are being met.

Lesson 1: Wrap-up Important Points to Remember Positive Attitude Appropriate Greeting Terminology Keep Smiling Shake Hands Make Eye Contact

Lesson 2: Objectives To educated the sales person on how to satisfy the customer needs by providing customer focused selling techniques To educate the sales person on how to delivery quality service for the customer After this presentation the sales person will be educated on how to: 1. Satisfy the customer needs by providing customer focused selling techniques 2. Educated the sales person on how to delivery quality service for the customer

Lesson 2: Identifying Customer Needs Satisfying the customer needs through customer focused. Delivering quality service to your customers “When you’re selling, you’ve got to leave behind the focus on your business and your products and focus instead on your customer and customer’s needs” (Businesstown,2003). A person needs to be totally focused in helping the customer. A sales person need to be focusing on how you can delivery as much benefit toward the customer objectives (Businesstown, 2003). As business today becomes more complex, a salesperson needs to be able to explore and address buyers who have many different concerns (Businesstown, 2003). Delivering quality service and satisfying customer needs goes hand in hand. A sales person will always put their customer first, and work with them to meet their needs

Lesson 2: Wrap-up Satisfying customer needs and wants Delivering quality service for customers Questions

Lesson 3: Objectives To educate the sales person the importance of understanding the knowledge of the product One very important lesson that a sales person will value in life is knowing your product.

Lesson: Product Knowledge Understanding the product How the product is made, the value, and origin How the product should be used or worn It is important to understand how the product is made, value, origin, and how the product should and can be used. Having a through understanding of the product, can allow a retailer to use different techniques and methods of presenting the product to customers. Stronger communication skills will allow a sales person to recognize and adapt a sales presentation for the various types of customer (Waters, 2008).

Lesson 3: Wrap-up Product knowledge How the product is made The value of the product Where the product came from How the product can be used and worn

Summary of Training The greeting is the first step to a sale A sales person is always there to meet the customer needs Product knowledge is essential to know in sales Business Town (2003). Sales-Face –To-Face http://www.businesstown.com Waters,S. (2008). Benefits of Product knowledge http://retail.about.com This presentation provided sales people with knowledge on greeting the customer, identifying the customer needs and product knowledge. In today’s society sales associates some don’t have skills in customer service, some can not identify with customers of today. The presentation will help your sales associates increase customer satisfaction and boost sales in your company.

Assessment and Evaluation How do you greet your customers? How do you determine what a customer needs? Why is it important to have product knowledge? Here are three questions about what you have learned in this presentation, if you can answer each question, then you will be on your way to becoming a more efficient and effective sales person in meeting the customer needs. Please take time to fill out the survey for this presentation. Thank you

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