2. Sales and Service Chapter #3

3. What is the main objective in sales? supply needs of consumersupply needs of consumer

4. What are the different kinds of customers? 1) Prospective Customer: no specific purchase in mind 2) Customer: knows what they want 3) Casual Visitor: no purchase in mind, may not be shopping 4) Customers with Complaints:

5. What are the four steps that most people go through when making a purchase? 1) Attention: thoughts are focused on a product 2) Interest: attractiveness or usefulness of the product has been noticed

6. What are the four steps that most people go through when making a purchase? 3) Desire: item is wanted by buyer 4) Action: customer makes decision

7. What motivates people to buy a product or service? 1) Basic human needs 2) Wants: desirable but not essential

8. 3) Other factors: a. money or cost b. priorities c. self-confidence (a self confident customer is more likely to buy, and a self confident salesperson is more likely to sell)

9. What methods are used to determine customer wants and needs? 1) Ask direct questions and give clear answers 2) Observe what merchandise the customer looks at

10. What methods are used to determine customer wants and needs? 3) Watch the customers facial expressions for clues or reactions to the sales presentation 4) Listen carefully to what the customer says

11. What methods are used to fulfill customer wants and needs? 1) Point out product benefits that best fit the customer needs 2) Explain facts in terms the customer can understand 3) Demonstrate product to customer

12. What are the methods used when dealing with different types of customers? 1) Talkative Customer: –Listen attentively and direct the conversation toward the product. Be Patient. 2) Indecisive Customer : –Provide facts about the product patiently and thoroughly in order to reassure the customer

13. What are the methods used when dealing with different types of customers? 3) Know-it-all Customer: –let the customer confirm the facts. Do not compete or argue with the customer. 4) Silent Customer: – Ask intelligent questions in order to stimulate the conversation and always be patient.

14. What are the methods used when dealing with different types of customers? 5) Disagreeable Customer: – Be patient, polite and do not show anger. Admit to any disadvantages of the product. 6) Delaying Customer: –List the sound reasons why product should be purchased.

15. What are the methods used when dealing with different types of customers? 7) Decisive Customer: – Keep the sales presentation short and to the point. Allow the customer to state his/her conclusions. 8) Customer in a hurry: – Approach the customer immediately, determine their needs quickly and close the sale.

16. How do you prevent a customer from being dissatisfied? The best way to handle a dissatisfied customer is to not create one. Make sure that any applicable warranty is thoroughly understood. Avoid selling a customer a product that does not fit their needs.