THE STEPS OF A SALE

1. THE STEPS OF A SALE Sales Part 4

2. THE 8 STEPS OF A SALE Pre Approach Approach Determine Needs Presentation of the Product Handling Objections Closing the Sale Suggestive Selling Reassuring & Follow Up

3. THE PRE APPROACH Finding new customers Prospecting sources Preparing for the sale Getting to know your customers

4. PROSPECTING Looking for new customers Prospect – is a potential customer

5. SOURCES & METHODS OF PROSPECTING Employer Leads Telephone Directories Trade & Industrial Directories Newspapers Commercial Lists Customer Referrals Cold Canvassing (blind prospecting)

6. PREPARING FOR THE SALE

7. INDUSTRIAL SELLING PREVIOUS CUSTOMER: Analyze past sales records Know what and how much customers purchased in the past Know something about the buyer’s personal interests

8. INDUSTRIAL SELLING NEW CUSTOMER: Questions to be researched prior to the sales call: Does the prospect need this product? Does the prospect have the financial resources to pay? Does the prospect have the authority to buy?

9. To find the answers to these questions: Ask other sales representatives Review the company’s annual report Visit the company (prior to your appointment) Check credit services such as Dunn & Bradstreet Go directly to the prospect

10. RETAILING SELLING The customer comes to you

11. Preparation centers around the merchandise & the work area: Straightening, rearranging & replenishing stock Adjusting signs before & after special sales Learning location of stock & its availability Taking inventory Arranging displays Keeping the selling area neat & clean

12. RETAILING SELLING Opportunity to learn about the merchandise Learn what goes together Learn the prices of your merchandise Keeping the merchandise orderly makes it easier to service customers

13. THE APPROACH The first face-to-face contact with the customer Sets the mood or atmosphere for the other steps of the sale

14. PURPOSE FO THE APPROACH To Begin Conversation Be alert to what interests the customer Be observant & perceptive from the moment the customer enters the store To Establish Rapport Treat the customer as an individual NO stereotyping Be perceptive about the customer’s buying style (some shop quickly others like to take their time) To Focus On the Merchandise

15. PUT THE CUSTOMER AT EASE & ESTABLISH A POSITIVE ATMOSHPERE Be courteous & respectful Establish good eye contact Be enthusiastic Show a sincere interest in the customer Be friendly & genuine Use the customer’s name Time the approach appropriately

16. THE APPROACH INDUSTRIAL SALES

17. INDUSTRIAL SALES Call on customer at his place of business Sets up an appointment in the pre approach stage

18. THE INDUSTRIAL APPROACH Arrive early for your appointment Firm handshake and smile Use the customer’s name Give the customer a business card Engage in some personal conversation (if it’s a customer you call on a frequently) Keep records on your customers Know the customer’s family, interests and hobbies

19. THE INDUSTRIAL APPROACH Engage in small talk when appropriate Establish rapport & build a relationship with your customer When meeting a new customer comment on something important to the customer Reducing costs Increasing productivity Improving profits Prior research on the customer is very important (pre approach step)

20. THE APPROACH RETAIL SALES

21. WHEN & HOW TO APPROACH RETAIL CUSTOMERS When customers are in an obvious hurry approach them quickly When customers are undecided let them look around before making the approach When customers are comparison shopping encourage them to look around & ask questions

22. INITIAL APPROACH METHODS TO RETAIL CUSTOMERS Service Approach Method Greeting Approach Method Merchandise Approach Method

23. SERVICE APPROACH METHOD Ask the customer if he or she needs assistance Acceptable method only if the customer is obviously in a hurry or your are an order taker for routine purchases This method is ineffective because it usually elicits a negative response Customers may feel awkward asking for help later after initially rejecting it EXAMPLE: “May I help you with something?”

24. GREETING APPROACH METHOD Simply welcome customer into the store Begins conversation Establishes positive rapport

25. GREETING APPROACH FORMAL – “Good Morning” or “Good Morning, Mrs. Jones” (if you know the customer’s name) INFORMAL – When you know the customer because she shops there often, add some personal comments. “Good morning, Mary, I hear your daughter is getting married next month.”

26. MERCHANDISE APPROACH METHOD Make a comment or ask a questions about a product that the customer is looking at Can only use this method when the customer stops to look at a specific item

27. MERCHANDISE APPROACH Select the appropriate thing to say by noticing what interests the customer EXAMPLE If the customer is looking at the label comment on the fabric content or the care of the garment

28. MERCHANDISE APPROACH Talk about an item’s popularity, its unusual features, or its special values You can ask questions about the item: EXAMPLE – “Is that the size you need?”

29. MERCHANDISE APPROACH MOST EFFECTIVE initial approach It immediately focuses attention on the merchandise Provides an opportunity to tell the customer something about the features & benefits of the merchandise Helps arouse customer interest