1. SMART Steps to MEET & GREET
(40 minutes In-store Training Programme)
SMART Steps to MEET & GREET
Customer Service– the HMR Way
STEP 5 – SELLING THE PRODUCT
The Smart Shopper’s Surplus Depot

2. Objectives Identify “Open” and “Closed” questions
Identify effective questioning techniques
Demonstrate effective questioning techniques

3. Open Questions Begin With Key Questioning Words-
What are they? When What Where Why Who How

4. What type of generator do you need? Where will it be used?
Examples of Open Questions
What kind of computer do you need?
Who are the intended user/s?
What office applications would you want to install?
Why do you prefer Dell?
How may I help you?
What type of generator do you need?
Where will it be used?
Why do you prefer generator this brand over the other?
When do you need the quotation/ proposal?

5. Why is it Important to Communicate Effectively With Our Customers?
Demonstrates a positive attitude
Ensures we understand the customers needs
Builds customer loyalty
Builds customer trust
Builds your self-confidence
Builds and motivates team spirit by supporting colleagues

6. Why ARE Open Questions Effective When Serving Customers?
They help you establish the customer needs more effectively
You gain more information about the customer’s requirements
You are able to assist the customer more effectively
You are more likely to make the sale

7. To help the customer decide on their selection
When Do We Ask A Closed Question?
To close the sale
To help the customer decide on their selection
To check your own understanding

8. Review Objectives Identify “Open” and “Closed” questions
Identify effective questioning techniques
Demonstrate effective questioning techniques

9. Use Questions to increase sales …. 
How will you implement this Step to improve communication with your customers?
Use Questions to increase sales …. 

10. For Trainer Only

11. Trainer’s Notes : Time 1 min. Trainer’s Notes : Time 2 mins.
Slide 1
Trainer’s Notes :
Time 1 min.
Welcome colleagues.
Ensure that all colleagues are ready to start the session.
Every session must be full of energy and highly motivational to encourage colleagues to improve their performance.
Trainer’s Notes :
Time 2 mins.
Today we are going to look at Questioning Techniques
At the end of the session you will be able to:
Identify open and closed questions
Identify effective questioning techniques
Demonstrate effective questioning techniques
Successful sales colleagues all have one thing in common-
They question effectively which enables them to clinch sales by encouraging customers to buy. This session aims to help you become more confident in your approach by showing you how to communicate and question effectively.
Slide 2

12. Trainer’s Notes :
Time 4 mins.
Why is it important to communicate effectively with our customers?
Ask the question, discuss answers and summarize
Answers should include:
Demonstrates a positive attitude
Ensures we understand the customers needs
Builds customer loyalty
Builds customer trust
Builds and motivates team spirit by supporting colleagues
Discuss each point to ensure understanding
Slide 3
Trainer’s Notes (Time 4 mins.)
Questioning Techniques
Ask
We discussed open and closed questions in step 2
What is the difference between open and closed questions?
Explain
A closed question can be answered with one word usually yes or no.
An open question needs to have more discussion and can be elaborated on.
Give me examples of closed questions
Answers should include
“Can I help you” ? Yes or No
“Do you like red? Yes or No
Open questions begin with key questioning words
What are they:
What, When, Where Who, Why and How
Slide 4

13. Ask why open questions are effective Discuss answers and summarize
Trainer’s Notes :
Time 5 mins.
Ask for examples of open questions. Involve the full team.
Discuss answers to include:
What kind of computer do you need?
Who are the intended user/s?
What office applications would you want to install?
Why do you prefer Dell?
How may I help you?
What type of generator do you need?
Where will it be used?
Why do you prefer generator this brand over the other?
When do you need the quotation/ proposal?
Slide 5
Trainer’s Notes :
Time 5 mins.
Ask why open questions are effective
Discuss answers and summarize
Answers should include
They help you establish the customer’s needs more effectively
You gain more information about their requirements
You are able to assist the customer more effectively
You are more likely to make the sale .
Slide 6

14. Ask the question, discuss answers and summarize
Trainer’s Notes :
Time 2 mins.
Ask the question, discuss answers and summarize
When do we ask a closed question?
Answers to include
To finalize a sale
To help the customer to decide
To check your own understanding
Slide 7
EXERCISE 10 mins
Split the group into pairs-one as the customer, one as the sales associate.
Customer to think of a situation when they may need Computer/ Generator/ Bathroom Fixtures/Sofa/
Sales colleague establishes customer needs and helps them to buy, using open questions
Each person to take a turn at being the customer and the sales colleague and to use as many questions as possible
Select one or two to present their role plays to the main group.

15. How Can colleagues be more effective?
Trainer’s Notes :
Time 5 mins.
Review objectives
What was difficult?
What was easy?
How Can colleagues be more effective?
Why is effective communication important?
What is the difference between open and closed questions? Give me some examples of open questions
When would you use closed questions?
Slide 8
Slide 9
Trainer’s Notes :
Time 2 mins.
Who among you would be able to maximize sales by applying this Step?
Insert into the note section of your Workbook any sales you achieved this week using these techniques
Close the session and thank everyone.