1. Initiating the Sale

2. Steps of a Sale Approaching the customer Determining needs
Presenting the product
Overcoming objections
Closing the sale
Suggestion selling
Relationship building

3. Approaching the Customer
The first face-to-face contact with the customer.
Can make or break a sale
Sets the mood or atmosphere
Establishes a relationship

4. What your mother said is true….
You never get a second chance to make a first impression!

5. Benefits of a Good Approach
Customer at ease
Present the product – create interest
Gain customer confidence
Favorable impression
Determine Success or Failure in completing sale

6. Things to Remember Be Respectful! Don’t Judge!!!
Don’t stereo-type based on age, gender, dress
Courteous
Enthusiastic
Gestures, posture, eye contact, tone of voice, facial expressions
Properly Timed
Don’t Keep them waiting
Acknowledge them – serve them asap

7. Types of Approaches for Retail
Greeting
Service
Merchandise
Combination

8. Greeting Approach The salesperson welcomes the customer
“Good morning.”
Establishes a positive atmosphere.

9. Greeting Approach Strengths: Weakness: Immediacy Ease of Use
Lack of Pressure
Friendliness
Weakness:
Doesn’t focus customers to buy or engage in sales talk

10. “May I help you find something?”
Service Approach
A polite question or offer to help
“May I help you find something?”

11. Service Approach Strengths: Weakness: Suggestion:
When a customer is obviously looking for a particular thing
When the customer is waiting to be helped
When the customer seems to be in a hurry
Weakness:
Very overused
Suggestion:
Change wording: “How may I help you?”

12. Merchandise Approach
Let the customer look around. When they show interest in a product, the salesperson makes a comment or asks a question.
The most effective approach because it gets the customer talking about the merchandise he/she may be interested in.

13. Combination Approach
The use of any combination of the greeting, service, and merchandise approaches
Example:
“Good Morning. How may I help you?”

14. Types of Customers
Decided customers – know what they want and want prompt attention
Undecided customers have not reached a decision and will probably want to look around. Use creative selling, but don’t hover.
Casual lookers – just browsing

15. ALWAYS… Acknowledge waiting customers Be prepared Help quickly
Use appropriate opening

16. NEVER… Do other work Talk on the phone Personal grooming
Gossip with other employees
Visit with friends

17. Determining Needs

18. Why Determining Needs is Important:
Customer needs are related to buying motives.
When customer needs are met, the salesperson experiences a feeling of success

19. When to Determine Needs:
As early in the sales process as possible, usually right after the approach

20. How to Determine Needs:
Observing: Nonverbal communication (body language such as facial expressions, hand motions, and eye movement.)
Listening – Helps you pick up clues
Questioning – Gets the customer talking
Begin with general questions about the intended use
Then ask Who, What, How questions

21. Guidelines for Questioning
Do ask open-ended questions that encourage talking
Do ask clarifying questions to make sure you understand the needs
Don’t ask too many questions in a row
Don’t ask questions that might embarrass or put the customer on the defensive