2. Bell Ringer MATERIALS Get one of each of the steps of the sale –There are 7 steps Get one piece of construction paper and one marker that will show up on construction paper ASSIGNMENT Put the steps of the sale in the order you think they should go I will walk around and check progress

3. The Sales Process Steps Approach Determining Needs Selling—process of matching customer needs and wants to the features and benefits of a product or service

4. Steps of the Sales Process Approach the Customer—greeting face-to-face Determining Needs—learning what the customer is looking for Presenting the Product—educating customer about features and benefits Overcoming Objections—learning why customer is reluctant Closing the Sale—getting positive agreement to buy Suggestion Selling—additional merchandise or services Relationship Building—creating means of maintaining contact with customer after sale

5. Approaching the Customer Make or break during first few minutes –Initial approach is critical Purpose –Begin conversation –Establish relationship with customer –Focus on the product/service Tips –Treat customer as individual –Enthusiastic, courteous, and respectful –Show sincere interest by maintaining eye contact and genuine friendliness

6. Retail Service—salesperson asks the customer if he or she needs assistance Greeting—salesperson simply welcomes the customer to the store Merchandise—salesperson makes a comment or asks question about a product/service in which the customer shows interest –Usually the most effective because it focuses on the product/service

7. Business to Business Arrive Early Shake Hands Eye Contact Depends on prior dealings with customer Prior research may suggest other possible openings

8. Service Approach Method Salesperson asks customer if he/she needs assistance –Acceptable when in obvious hurry –Most situations: ineffective b/c elicits negative response May I help you? NO!!!

9. Greeting Approach Method Salesperson welcomes customer to store Greeting can be formal “Good Morning” Informal appropriate if you know customer –Personal comment related to customer Afterwards: pause for few sec for response If just looking, they will let you know. Establishes positive atmosphere/opens lines of communication Good Morning! Welcome to Talbots. Good Morning.

10. Merchandise Approach Method Salesperson makes a comment or asks questions about a product which customer shows interest –Salesperson walks up to customer and starts talking about merchandise without asking customer if want to be waited on –Give customer information not immediately available –Usually most effective initial approach in retail b/c immediately focuses attention on merchandise I noticed you were looking at this purse, it is 100% Italian leather. I did not realize that.

11. Brookland-Cayce High School Marketing Student Businessperson Hello, My name is Mrs. Williamson (as I smile, give my business card, and shake their hand). I am looking for the owner or manager, would that be you? No, the manager is John Doe. Let me go get him for you, could I tell him what you are here about?

12. Brookland-Cayce High School Marketing Student Businessperson Hey Mr. McDonald. It is so good to see you again. How is Laura doing at college? Hey Katie. I am doing well. Laura is doing great…she hardly ever comes home. Are you planning to go to college next year?

13. ASSIGNMENT For your approach method, which is listed on your paper, you should write what the salesperson would say to the potential customer in that situation –Retail approach…use a store/product/service –B2B—there should be NO mention of our class project Refer to page 279-282 for help