1. Personal Selling

2. Intro Videos Bad Customer Service

3. Intro Role Play Scenarios
Take 15 minutes or less to create a role play scenario in which members of your group approach a customer, handle an objection, and close a sale.
This can be a very short role play but everybody needs to say something during the scenario.

4. 7 Steps to Effective Selling
Approach – Smile!
Determine Needs – Why are they here?
Present – Use visuals. Stress Benefits
Overcome Objections
Close the Sale – Assume the sale!
Suggestive Selling – “Up sale” the purchase.
Customer Relationship Management (CRM) – May I have your address?

5. Approach Methods Greeting Method
“Hello how are you?” Or “Welcome to Moe’s!”
The greeting approach works well when your customer appears to be just browsing, and hasn't shown interest in a particular product.
Merchandise Method
Talk about merchandise that (s)he is holding
The merchandise approach should only be used when a customer has shown interest in a particular product by looking at it, touching it or reading information on the packaging.

6. Approach Methods Service Method
The service approach can be used with customers who know exactly what they want, or appear to be in a hurry.
Offer up your services but try to no use close ended questions
Hello, can I help You? = no thanks
Try “Hello, how can I help you today.”

7. Handling Objections

8. Why do people object? Need – Don’t Need It / “I’m just looking.”
Source – Don’t like who is selling it
Price – It’s too expensive

9. Boomerang Method
“This Jacket is too thin.” True but that’s because we use light weight material that makes it easy for you to ski down the slopes

10. Third Party Method
“This Jacket is too thin.” I thought that at first as well but a group of MHS students just bought a few of these last week and they said that though the jacket is light, they keep you warm as you exercise.

11. Demonstration Method
“This Jacket is too thin.” “It is deceptively warm. Step outside with it on and see how warm you’ll be.”

12. Standing Room Only Method
“This Jacket is too thin.” That’s why people are buying these like hotcakes. Better get it now because we only have 2 left.

13. Substitution Method
“This Jacket is too thin.” “We have a thicker version of that same jacket right here.”

14. Feel Felt Found
“This Jacket is too thin.” I understand how you feel. I felt the same way before I purchased one but after I took the jacket home I found that its thinness was actually a major benefit when they do my trail runs.

15. Objection Analysis Sheet-Jacket
Handling Method
Example
This jacket is too thin
Substitution
I understand sir. We have a heavier jacket in that same color right over here.
I want to shop around first
Standing Room Only
I believe an educated consumer is our bets customer because after you look around you’ll see that we are the best. Just keep in mind that this jacket will only be offered at this price until the end of our sale today.
I don’t know if I need a jacket with this many pockets.
Feel/Felt/Found
I understand how you feel. Others have felt the same way but they soon found that it is better to have pockets and not need them than to need them and not have them. You never know when you are going to need a place to store extra goods while hiking.

16. It’s Your Turn!
Let’s watch the Shark Tank episode for First Defense Nasal Screens. Fill out an objection sheet for this product by listing all of the objections somebody would have about the item. Create answers to these objections using all of the handling methods described. The episode can be found at the following address: