1. Do Now Exercise: 5 minutes:
Discuss and document the importance of a “first impression.” Provide an example of how someone can make a good impression. Provide an example of how someone can make a poor impression.

2. Marketing I Mr. Gallucci Lesson 40
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

3. ANPOCS – Steps of a Sale Approach Need Determination Presentation
Overcoming Objections
Closing
Suggestive Selling
Follow-up
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

4. ANPOCS The Approach: Approach Approach in Business-to-Business
Set up an appointment
Greetings/Business Cards
Approach in Retail
Read the customer (Hurry? Undecided?)
Guide customer to a decision
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

5. The Approach Three “Methods” to the Approach: Service Approach Method
“How may I help you”
Open-Ended Questions
Good for customer in a hurry
Greeting Approach Method:
Greeting customer as they enter
Establishes a positive atmosphere
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

6. The Approach Three “Methods” to the Approach:
Merchandise Approach Method
Focuses attention on the product
Initiates conversation by highlighting product
Effective in Retail
Role Plays: Use this methodology to introduce a product to a customer (peer).
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

7. Needs Determined Observation Listening Questioning Open-Ended
Clarifying
One at a time
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

8. Needs Determined Guess the Word Rules: Two Teams
Each Team comes up with a word and writes it down
The word is shared with one member of the other group
Charades style game where team must guess the word with the exception of you may ask questions (cannot ask “what is the word, etc). Guessing members may speak (word holder may not).
Each contest is timed. The team that guesses the word first wins.
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

9. Product Presentation Show and Tell:
Which products to show (match needs/wants)
Price Range (match needs/wants)
What to Say:
Features and Benefits – Requires preparation
Feature: Basic, physical, or extended attributes of a product
Benefit: The advantages or personal satisfaction a customer will get from a product
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

10. Product Presentation Making the Presentation:
Displaying and Handling of the Product
Demonstration
Using Sales Aids
Involve the Customer! Have them sample or use the product so they can see/feel the benefits!
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

11. Product Presentation Show and Tell Assignment: Formal Presentation
Script-based
No computer Aid
See Webpage for Assignment
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

12. Overcoming Objections
“I Object!”
Concerns, hesitations, doubts, other honest reasons a customer has for not buying a product.
Question or a Comment
Excuses
Insincere reasons
No “mood” for buying a product
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

13. Overcoming Objections
Objection Analysis Sheet
List of common objections
Need
Product
Source (bad previous experience)?
Price
Time
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

14. Overcoming Objections
Four-Step Process for Handling Objections
Listen Carefully
Acknowledge the Objection
“I see your point
“Other customers have asked the same question”
Restate the Objection
Answer the Objection
Preparation
Analysis Sheet!
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

15. Overcoming Objections
Methodology:
Boomerang – uses the objection as a selling point
Question – Have the customer answer the objection
Superior Point – “Offset” the objection with superior features/benefit
Denial – Objection based on misinformation, allows salesperson to use proof/facts
Demonstration – “Seeing is believing”
Third Party – Previous Customer, Neutral Person
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

16. Overcoming Objections
Activity: Using your product from yesterday, create an Objection Analysis Sheet. After creating the list of objections, document how you would overcome the objection. Be sure to note which method(s) you would use.
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

17. Closing Timing the Close Traits of a great Closer Buying Signals
Trial Close
Traits of a great Closer
They radiate enthusiasm throughout the process
They are sincere and confident
Genuinely want to help customer
They enjoy their profession
Can see the buying signals and practice their close
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

18. Closing Rules for the Close Recognize Closing Opportunities
Help Customers Make Decisions
Create an Ownership Mentality
Don’t Talk Too Much, Don’t Rush a Customer
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

19. Closing Methods Failure to Close the Sale Standing-Room Only
Direct Close
Service Close
Overcoming Obstacles (gift wrapping)
Special Arrangements
Failure to Close the Sale
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

20. Suggestive Selling 5 Rules to Suggestive Selling: After the close
Make recommendations from customers p-o-v
Make suggestions definite
Show and tell
Make the suggestion positive
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.

21. Follow Up CRM Marketing (Customer Relationship MKT)
Keeping the lines open
Evaluation
Obj: Introduce ANPOCS and complete an activity on the steps of a sale after a teacher-lead introduction to ANPOCS.