RETAIL SALES

1. RETAIL SALES

2. Demonstration Fulfilling Customer Needs

3. What is demonstration and Why to demonstrate products? It is the presentation of the functioning of the product to the Customers Proves the benefits and builds confidence in product Increases interest to buy Fulfilling Customer Needs

4. Demonstration Process Opening Lines Features to be demonstrated Let the Customer try Opening Lines Features Demons- tration Let the Customer Try Fulfilling Customer Needs

5. Opening Lines • Begin with a Customers-Focused Statement • Lines that reinforce confidence about the product • “One of the advantages of this Plastic chair is that it is unbreakable and still flexible. .," • “The unique feature of our Melamine products is that it is free from Urea... " • “An other advantage of this DVD is that it has got a USB port as well ..." • “One of the benefits of this denim shirt is that its wrinkle free…..” Opening Lines Features Demons- tration Let Customer Try Fulfilling Customer Needs

6. Features to be demonstrated Show Customers yourself all the available features Explain how each Features will benefit them if they buy the product Ask questions in between: whether they like a particular Feature, ask them how do they think that particular product will be useful for them Remember SELL Opening Lines Features Demons- tration Let Customer Try Fulfilling Customer Needs

7. SELL • Show the product's features • Explain its advantages • Lead into the benefits for the Customer • Let the Customer talk Opening Lines Features Demons- tration Let Customer Try Fulfilling Customer Needs

8. Let the Customer try Let Customers to try on themselves using the product E.g. Handover the remote E.g. placing batteries in a toy Opening Lines Features Demons- tration Let Customer Try Fulfilling Customer Needs

9. Offering Alternatives Fulfilling Customer Needs

10. Why to Offer alternatives? Customers need choice to select from They don’t like to sold, they want to buy In case of out of stock or discontinued stock we can sell existing products Fulfilling Customer Needs

11. How to Offer alternatives? 'Do you want A or B?' Product A has got XYZ benefits and B has got ABC benefits Both are quality products Ask them which one do they think best suits to their requirements Fulfilling Customer Needs

12. Handling Objections Fulfilling Customer Needs

13. What is an Objection? An objection is anything the Customer says for not buying the product Fulfilling Customer Needs

14. Why Customers object? Customer is not convinced All or part of the presentation was misunderstood Unpleasant past associations with you or your company Dislike decision making Hidden reason Fulfilling Customer Needs

15. Steps in Handling Sales Objections Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answer Fulfilling Customer Needs

16. Listen Carefully Use active listening techniques. Don't be quick to address every question he raises. Give him time; encourage him to tell you the whole story behind his concern Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answer Fulfilling Customer Needs

17. Agree with them Restate what his concerns are Be certain that he's mentions others concerns as welL/ E.g. You are saying that you like the design of this shirt but this is not of your size and you are also saying that the buttons are not matching with color of the shirt. That is a logical questions sir. I agree with you. Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answer Fulfilling Customer Needs

18. Separate the Objection Ask them if that is the only reason they are not moving ahead Give them a chance to express their other concerns. Listen to them actively. E.g. . is this only the concern with the shirt sir or anything else you didn’t like about this shirt. Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answer Fulfilling Customer Needs

19. Propose a Solution Now give them a solution E.g. It seems to me that you like this Shirt, and that you would be interested in moving ahead with this, however, you're a bit concerned with size and matching buttons. Is that correct? (Get their agreement). I agree. So, if I can show you how we can address this concern, to your satisfaction, then there would be no reason not to move ahead with this, correct?" Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answer Fulfilling Customer Needs

20. Answer the Objection Offer the products that have color, size, features etc that customer asking for You can also recommend the same product with revisiting the product’s benefits Assure him that this product is best suitable for them because ---bring his needs you probed in the earlier stages Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answer Fulfilling Customer Needs

21. Confirm your answer You can confirm your answers simply by completing your answer with a statement such as, That answers your concern, doesn't it? Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answer Fulfilling Customer Needs

22. Some Objections Some Common Objections

23. CHEAPER AND HIGHER PRICESS The Customer is comparing the product you are offering with another product they see as similar, therefore they perceive the product being offered by you as expensive They see the price is more than they expected. Fulfilling Customer Needs

24. How to handle? Check the customer whether he is comparing like to like Think about what you can give the Customer that the others can’t Talk about service – could be after sales service or guarantees Fulfilling Customer Needs

25. I will think it over This tells us that the Customer does not have any specific objection He just feels a need to slow down and be careful in his decision Fulfilling Customer Needs

26. How to handle? This is the time to encourage the Customer to talk answer his doubts about the product Reassure the benefits he gets if he buys the product Fulfilling Customer Needs

27. We don’t want that now They say that they do not need your product for some reason or another, May be they genuinely don’t need it now you couldn’t able to fulfill their need with the existing product Fulfilling Customer Needs

28. How to handle? Assure them they don’t need to buy the product now Ask them to just to look at the available products with us if they have time Ask them, what is that they didn’t like about that particular product Fulfilling Customer Needs

29. My family/brother/mother/father has to approve this Customer is hesitant to buy – not sure of his decision Worried about whether if family or dad likes it? Fulfilling Customer Needs

30. How to handle? Ask them “Do you like it?” and if the answer is yes follow up with “will you then recommend to yourfamily/brother/mother/fatherthat we should buy this, would you like me to meet with your family/brother/mother/fatherto help you?” Fulfilling Customer Needs

31. Your product doesn’t have that feature They want to negotiate the product for a lesser price May be an important feature they are looking is not available in that product Fulfilling Customer Needs

32. How to handle? Ask him what is that feature he is looking for and let him explain how that will benefit Restate all the available features that will compensate the features the Customer is asking for. Inform that particular features is available on other model, show them that particular model Fulfilling Customer Needs

33. I didn’t see this brand in the market They question the source of the product Credibility of your store and your products Simple questions is, why should I believe you Fulfilling Customer Needs

34. How to handle? Talk about our ITC brand Tell him, we will helpful in case if they are not happy with the product by exchanging with other product - according the exchange policy of the Store Fulfilling Customer Needs

35. Add On / Up-Selling / Cross Selling

36. What is Add On? Adding on to the sale means getting your customer to buy more than they primary wanted. E.g. Customer came to buy one Shirt - Selling 2 shirts of different colors E.g. selling 3 packs of different flavor chips Add On/Up-selling/Cross Selling

37. What is Up-Selling? An up-sell offer is for a better (or bigger) version of the same product being sold – more profitable products E.g. instead of 21” TV you convince him to buy 29” TV E.g. CD Player to DVD Player Add On/Up-selling/Cross Selling

38. What is Cross Selling? Cross-selling generally refers to selling items that are related or can be included with the item being sold E.g. Suggesting a customer a Belt after he bought a Trouser E.g. A pair of socks with Shoes Add On/Up-selling/Cross Selling

39. Why CSA should Add On / Up-Selling / Cross Selling Increased bill value – reach your targets quickly One Point of Shopping for all needs Increase Basket size Add On/Up-selling/Cross Selling

40. When to do Add On / Up-Selling / Cross Selling The moment he communicated his purchase decision on primary article Add On/Up-selling/Cross Selling

41. Steps to follow for Add On / Up-Selling / Cross Selling Build confidence in Primary purchase Pick the right time Show that you care Don't push your Customers to buy Add On/Up-selling/Cross Selling

42. Build confidence in Primary purchase Summarize all benefits of the product against the Stated needs of the Customer State other benefits that will fulfill his unstated needs Assure customer that he is buying a right product for his needs Build Confidence Pick the right time Show that you care Don’t push to buy Add On/Up-selling/Cross Selling

43. Pick the right time Recommend something to them once they've completed their decision of buying the primary purchase Build Confidence Pick the right time Show that you care Don’t push to buy Add On/Up-selling/Cross Selling

44. Show that you care • Highlighting special offers • If they buying something that is out of promotion/offer, suggest them buying the products under promotion will save them money • E.g. Buying two of these shirts will save them 40 % on whole • Tell them that the offer for limited period and they should take advantage of this • Tell them that the same product will cast 40 % more after the promotion Build Confidence Pick the right time Show that you care Don’t push to buy Add On/Up-selling/Cross Selling

45. Don't push your Customers to buy Up-Selling should be only recommendations Use statements like: 'We think you'll like this big pack which will save you 20 % Build Confidence Pick the right time Show that you care Don’t push to buy Add On/Up-selling/Cross Selling

46. Closing the Sale

47. What is it? This is the process of helping our customer make a buying decision. Closing is done by summarizing all the benefits agreed to by the Customer commitment Closing the Sale

48. Why we should help our Customers to Close? Customers are afraid of making wrong decisions, thinks he can get a better deal outside Its human nature to “put it off till tomorrow” or delay the decision Closing the Sale

49. Closing Techniques & Examples Closing the Sale

50. 1-2-3 close • Most customers want products that are: • free • perfect and • available now • customers measure our product by: • 1. Cost • 2. Quality and • 3. Time • Sasta, Sundar, Tikao Note: Relevant to Agri/Grocery. Apparel – Sherwani. Shoes – leathers shoes