1. Identify the steps of Selling.
Eagle Challenge
Learning Target
Identify the steps of Selling.

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

3. Layman’s terms Words the average customer can understand
Descriptive adjectives
Active verbs
Second Language

4. Expressing oneself without the use of words
Communication
Nonverbal communication
Facial Expressions
Observing

5. Jesse works in the men’s clothing department of a large department store. He notices a customer inspecting and elegant suit. Approaching the customer, Jesse said, “Good Morning, Mr. Phelps. May I put the suit in the dressing room for you?” What method of initial approach is Jesse using?
Merchandise approach
Service approach
Greeting approach
Suggestion selling

6. How should a salesperson approach an impatient customer?
Cautiously
Not at all
Quietly
Quickly

7. Details About Each of the Presentation Topics
Product Presentation
Plan the Presentation
Details About Each of the Presentation Topics

8. Types of Sales Aids That Could Be Used During a Product Presentation
Plan the Presentation
Types of Sales Aids That Could Be Used During a Product Presentation

9. Types of Sales Aids That Could Be Used During a Product Presentation
Plan the Presentation
Types of Sales Aids That Could Be Used During a Product Presentation

10. – Objections The difference between objections and excuses
What You’ll Learn
The difference between objections and excuses
The five buying decisions upon which common objections are based
The general four-step method for handling customer objections
The seven specific methods of handling objections and when each should be used.

11. Objections – concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.
Excuses – insincere reasons for not buying
Welcome and plan for objections – they can guide you through the sales process.

12. Need – may be a conflict between needs and wants
Common Objections
Need – may be a conflict between needs and wants
“Do I really need this BMW or do I just want it?

13. Product – concerns with color, size, or style
Common Objections
Product – concerns with color, size, or style

14. Source – past experiences with the firm or brand
Common Objections
Source – past experiences with the firm or brand
“My mother really did not like GE appliances. She said that they are of inferior quality.”

15. Price – “That’s more than I wanted to spend.”
Common Objections
Price – “That’s more than I wanted to spend.”

16. Time – “I think I’ll wait until July when these sandals are on sale.”
Common Objections
Time – “I think I’ll wait until July when these sandals are on sale.”

17. Process for Handling Objections
Listen Carefully – demonstrate concern
Acknowledge the Customer’s Objection – “I can see your point.”
Restate the Objections – paraphrase
Answer the Objection – be tactful!

18. Specialized Methods of Handling Objections
Substitution – Recommending a different product that would satisfy the customer’s needs.
Customer: “I don’t like the way this dress looks on me.”
Salesperson: “Here, why don’t you try this dress. It has a completely different look. I think it will fit your style better than the one you just had on.”

19. Specialized Methods of Handling Objections
Boomerang – bring the objection back to the customer.
Customer: “This ski jacket is so lightweight, it can’t possibly keep me warm.”
Salesperson: “It’s made of a special material called Thinsulate which will keep you warmer than something heavier.”

20. Specialized Methods of Handling Objections
Question – question to learn more about the objections.
Customer: “I don’t think my friend will like this shirt.”
Salesperson: “Why don’t you think she will like it?”

21. Specialized Methods of Handling Objections
Superior Point – Admit disadvantages in certain products but then present superior points to offset or compensate for them.
Customer: “Your prices are higher than your competitors.”
Salesperson: “That’s true. We use better quality materials and our product will last longer.

22. Specialized Methods of Handling Objections
Denial – use when the customer’s objection is based on misinformation.
Customer: “This shirt will shrink.”
Salesperson: “No, it won’t shrink because the fabric is a special blend.”

23. Specialized Methods of Handling Objections
Demonstration – Show how to operate a product. Seeing is believing!
Use when appropriate
“I can’t believe the food won’t stick to the bottom of the pan.”

24. Specialized Methods of Handling Objections
Third Party – using a previous customer or another neutral person who can give a testimonial about the product.
Customer: “I’m not sure how this sofa will look in my house.”
Salesperson: “Well, Michelle King bought one just like it last month. She loves it.”

25. Five common objections
Need, want, time, price, source
Need, want, time, price, denial
Need, product, time, price, source

26. Demonstration Show how to operate a product Misinformed
Having someone give a testimony

27. First step in the process of handling objections is to ANSWER the objection
TRUE OR FALSE

28. Quiz – Friday Selling (Personal vs. Retail vs. B2B
Buying Motives (Emotional vs. Rational)
Buy Decision Making (Extensive vs. Limited vs. Routine)
3 Approaches (Greeting/Service/Merchandise)
3 Ways to Determine the Need (Observe/Listen/Question)
5 Objections (Need, product, time, price, source)
7 methods for Handling Objections
Third-Party, Demonstration, Denial, Superior Point, Question, Boomerang, Substitution