1. The Sales Process #5 Objectives List the seven steps of a sale Understand what happens in each step and see the process as an entire entity

2. 1) Approaching the Customer Three methods of Retail approach –Service “Do you need assistance?” –Greeting “Good Morning” “Hello” –Merchandise comment on the product “That shirt is made of 100% cotton.” All three are intended to start a conversation

3. 2) Determining Needs Observing Listening Questioning

4. 3) Presenting the Product Display Demonstrate Involve the customer

5. 4) Overcoming Objections Plan for objections (anticipate them) = Concerns, hesitations or doubts = represent interest!

6. 5) Closing the Sale Trial Close Make statements, not yes or no questions Expect objections Hesitations, doubts, concerns Address objections and then Direct Close – Which “Which of these two would you like?” – Standing Room Only “There is only one left” – Direct “How would you like to pay for this?” – Service “If you purchase we’ll offer X service free” ASK FOR THE ORDER!

7. 6) Suggestion Selling Up selling “A cookie would go great with your meal.” Other examples?

8. 7) Relationship Building Customer Relationship Management –Follow up –Maintaining contact –Rewards programs –“Endless Chain” and Referral sales can result This concludes our Sales unit. Watch this video from Lesson #1 again. Watch and look for key points from this unit. http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html