SEM1 1.09 A - Selling

1. SEM1 1.09 A - Selling • PE - Process the sale to complete the exchange • PI - Process telephone orders

2. Describe the nature of telephone orders in selling. • Increase revenues • Give your phone customers instant gratification • Reach markets that may not be able to come into your brick and mortar store • Reach international markets • Phones are an extension to online selling • Interact with customers and uncover additional needs and wants

3. Discuss the importance of speaking slowly and clearly when processing telephone orders • You want the customer to clearly understand what you are saying. • This increases accuracy and allows you to match their wants and/or needs to sell them the product that will fit their desire • Make sure to match the customers pace. • Do not talk too fast or slow. Follow the customers lead • Make sure you have the correct information by repeating back to the customer

4. Explain the need for accuracy when processing telephone orders in selling. • Customer satisfaction • If you have too many mistakes you will lose business to your competitors • Fewer returns based on incorrect information • Customers will not send back unwanted products • Lower expense costs due to proper order processing • Less unproductive time spent with customers

5. Identify types of information to obtain when processing telephone orders. • Customer Name – 1st thing • You need to obtain the customer name and number (in case you get disconnected) • Check the company data base for the customer contact information • Obtain mailing address and payment information. • Obtain information on what the customer wants to order. • Be sure to read it back before hanging up to double check information and ensure accuracy.

6. Process an incoming telephone order #1 • Introduce yourself when you answer the phone Example: • Good morning Smith Sports, Mr. Anderson speaking; how may I help you? • Remember this is the first impression of the business so professionalism counts! • Obtain customer name and verify • Check the company’s database for the name • Obtain additional information if customer is not in the system

7. Process an incoming telephone order #2 • Process the customer’s sales order • Answer any questions about the products • Very important to understand customers wants and needs so they receive what they really desire • Obtain customer payment information unless database has this information • Read the order back to customer for verification • Thank the customer for their business and provide shipping information

8. Do’s and Don’t On the Phone • Pleasant and sincere voice • (smile) while you talk on the phone • Create positive mental picture while on the phone of your product/service • Do not talk too quickly (Match your speak speed to the customers) • Make conversation short and to the point • Have all information available. People do not like to be on hold. • Do not do all the talking, do not interrupt your customer • Be as courteous as possible (pretend you are face to face)

9. Phone Order Process • Answer the phone by identifying your company, giving your name, and offering help • Get all pertinent customer contact and payment information • Explain product features and benefits to match a product to satisfy customer needs and wants • Correctly record and process customer order

10. Phone Order Process • Repeat pertinent information for customer confirmation to avoid mistakes • Give order confirmation number to the customer • Thank the customer for their business • Provide customer with customer service contact information

11. Links (Notes in Action) • Template of actual telephone order (information collection) http://www.docstoc.com/docs/446979/Telephone-Sales-Order-Form-template • Video of Processing a Telephone order for online order http://floristwiki.ftdi.com/index.php/Processing_Incoming_Phone_Orders_Video_Demonstration