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

2. Initiating the Sale

3. The Sales Process The seven steps of a sale
The importance and purposes of the approach in the sales process
How business-to-business sales representatives conduct the initial approach
The three initial approach methods used by retail salespeople

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

5. 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

6. What your mother said is true . . .

7. You never get a second chance to make a first impression!

8. The Approach in Business-to-Business Selling
Set up an appointment
Introduce yourself with a firm handshake and a smile.
Be more personal with customers you know.
Use good opening statements with new customers.

9. The Approach in Retail Selling
If customer is in a hurry, approach quickly.
If customer is undecided, let them look.
Encourage customers to look around and to ask questions.

11. Service Approach Method
Methods for the initial approach:
Service Approach Method
Ask if assistance is needed.
“May I help you?”
Problem – customer says, “I’m just looking.”
Instead, ask “How may I help you?”

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

13. Merchandise Approach Method
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.

14. Why determining needs is important:
Customer needs are related to buying motives.
When customer needs are met, the salesperson experiences a feeling of success.

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

16. How to Determine Needs
Observing – Nonverbal communication (body language such as facial expressions, hand motions, and eye movement.)

17. How to Determine Needs
Listening – Helps you pick up clues

18. How to Determine Needs Questioning – Gets the customer talking
Begin with general questions about intended use.
Then ask Who, What, How questions

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

20. Words to KNOW.
Sales Contract
Selling Point
Commission
Cold Canvassing