1. Steps of a Sale Chapter 12.2-15.2

2. Eight Steps to a Sale 1. Preparation 2. Approach the Customer 3. Determine Needs 4. Present the Product 5. Overcome Objections 6. Close the Sale 7. Suggestions 8. Relationship Building

3. Preparation Product Information – know what you sell Industry Trends – know your competition Prospects – know potential customers  Employer Leads  Directories (telephone/trade/publication)  Newspapers  Commercial Lists  Customer Referrals (endless chain)  Cold Canvassing

4. Question # 1 What do you think the most common opening line is in a retail sales approach? How do you typically reply to this approach?

5. Approach the Customer Service Approach Method – offers assistance, often met with a negative response Greeting Approach Method – welcome the customer with a rising tone, wait for response Merchandise Approach Method – start with comments or questions about product, offer information not already apparent

6. Determining Needs Assess before the pitch Observing – non-verbal signs, direction of attention Listening – give attention, don’t interrupt, provide feedback Questioning – find out who, what, where, when, why, how, etc.

7. Questioning 1. Ask open-ended questions – let the customer do the talking 2. Ask clarifying questions – focus in on the customer’s needs 3. Don’t ask too many in a row 4. Don’t ask embarrassing or attacking questions

8. Question # 2 What are some questions you could ask a man and a woman who are looking at microwaves? What is an example of an embarrassing or attacking question for this situation?