1. Ch 13 – Initiating the Sale
What You’ll Learn
The steps in the sales process
The initial approach for business-to-business sales
The three initial approach methods for retail
The three methods for determining customer needs
Questioning guidelines

2. Steps in the Sales Process
Approaching the Customer
Determining Needs
Presenting the Product
Overcoming the Objections
Closing the Sale
Suggestion Selling
Relationship Building

3. Approaching the Customer
Business-to-Business Selling
Introduce yourself and your company with a firm handshake and a smile
Provide a business card
Retail Selling
Service Approach
Salesperson asks if the customer needs assistance
Greeting Approach
Salesperson welcomes the customer to the store
Merchandise Approach
Salesperson makes a comment or asks a question about a product the customer is interested in

4. Determining the Needs Observing Listening Questioning
Identifying buying motives through non-verbal communications
Listening
Maintain good eye contact
Provide verbal and nonverbal feedback
Give customers your undivided attention
Listen with empathy and an open mind
Do not interrupt
Questioning
Can help uncover needs and buying motives
Set the customer at ease

5. Questioning Guidelines
Do be careful about protecting customer’s privacy
Do ask open-ended questions
Do ask clarifying questions
Don’t ask too many questions in a row
Don’t ask questions that might embarrass or put customer’s on the defensive