1. The Sales Process: The Approach Retailing and E-tailing Unit 8, Lesson 1

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3. Stages of a Sale Copyright © Texas Education Agency, 2012. All rights reserved. 3

4. Stage 1: The Approach Pre -Approach The Approach Needs Determination Copyright © Texas Education Agency, 2012. All rights reserved. 4

5. Pre-approach Tasks performed before contact is made with customer. Prospecting - The process of looking for customers. The Pre-Approach Copyright © Texas Education Agency, 2012. All rights reserved. 5

6. Approach The step in which the sales person makes the first in-person contact with a potential customer. Get customer’s attention Project a positive professional image Show care, concern, and interest Establish trust Make customer feel comfortable What to accomplish in the approach: Copyright © Texas Education Agency, 2012. All rights reserved. 6

7. Types of Approaches Photo Credits: Microsoft clip art gallery Copyright © Texas Education Agency, 2012. All rights reserved. 7

8. Determining Needs ListeningQuestioningObservation Copyright © Texas Education Agency, 2012. All rights reserved. 8

9. Observation DressMovementFacial expressionsCompanionsBehavior toward product Copyright © Texas Education Agency, 2012. All rights reserved. 9

10. Questioning Goal: To learn about customers’ needs and wants Copyright © Texas Education Agency, 2012. All rights reserved. 10

11. Guidelines for Questioning Do’sDon’ts Use open ended questions.Don’t ask more than one or two questions. Ask questions that begin with who, what, when, where, why, or how. Don’t ask embarrassing questions. Ask for details.Don’t make judgmental or critical comments. Paraphrase the customer’s request. Ask clarifying questions. Copyright © Texas Education Agency, 2012. All rights reserved. 11

12. Listening face the customer eye contact positive feedback do not interrupt ask questions and paraphrase do not get distracted one customer at a time do not perform other tasks Copyright © Texas Education Agency, 2012. All rights reserved. 12