SELLING IS:

1. SELLING IS: Assisting the Customer in Making a Wise Buying Decision

2. WHAT TYPES OF HELP DO CUSTOMERS EXPECT FROM SALESPEOPLE?

3. Types of Customers: • decided • undecided • just-looking

4. THE SALESPERSON’S MOST IMPORTANT FUNCTION IS SELLING http://www.youtube.com/watch?v=LtXw1eKYAww

5. Salespeople Can Provide Assistance To Their Customers By: • Asking questions • Assisting customer in selecting product • Demonstration product features • Explaining customer benefits • Answering customer objections • Asking the customer to buy • Suggesting additional merchandise • Reassuring the customer

6. Sources of Product Information • merchandise itself • salespeople • customers • personal experience • merchandise publications • other sources

7. BUSINESS “In business, the U comes before the I.” http://www.youtube.com/watch?v=cnVf2FGALhY

8. PURPOSE OF THE APPROACH: • Welcome the customer • Gain the customer’s confidence and trust • Direct the customer’s attention to the product http://www.youtube.com/watch?v=NK51QkROpos http://www.youtube.com/watch?v=I6dWyRD7Lvc&feature=related

9. TYPES OF CUSTOMER APPROACHES • Merchandise approach • Welcome approach • Service approach http://www.youtube.com/user/MissyQuest#p/u/14/nrHF_eBYdtk http://www.youtube.com/user/MissyQuest#p/u/19/UFtsnTh1hoU

10. QUALIFYING YOUR CUSTOMER • Observe your customer • Give a selling statement • Ask questions • Listen to your customer

11. PRINCIPLES OF EFFECTIVE LISTENING • Prepare to listen • Stop talking and listen • Pay attention • Look and act interested • Don’t interrupt • Give customer time to think • Use listening responses • Practice listening

12. A Product Feature… • is anything you can: -See or hear -Feel or touch -Smell or taste • answers the question: What is It?

13. A Buyer Benefit… • Is a gain, satisfaction, or personal benefit received by the customer. • Answers the question: What does it mean to me? Or how will I benefit?

14. TYPES OF QUALIFYING QUESTIONS • WHO will use the product? • WHAT does your customer expect from the product? • WHERE will the product be used? • HOW will the product be used? • WHEN is the product needed? • WHAT are your customer’s likes and dislikes? http://www.youtube.com/watch?v=r8Q5tRUsUeo

15. CUSTOMERS BUY BENEFITS! http://www.youtube.com/watch?v=8kZg_ALxEz0&feature=related

16. Buying Decision Objections • product • Place • Price • Time • quantity

17. HOW TO ANSWER CUSTOMER OBJECTIONS • Listen to the objection • Pause before answering • Show empathy for your customer • Restate the objection • Answer the objection

18. Techniques for Answering Objections • Yes, but • Direct denial • Superior point • Boomerang • Question • Demonstration • Third-party • Close on an objection

19. WHEN TO CLOSE THE SALE: BUYING SIGNALS

20. CLOSING TECHNIQUES • Ask-Your-Customers-To-Buy Close • Choice Close • Assumption Close • Advantages-and-Disadvantages Close • Premium Close • Last-Chance-To-Buy Close • Standing-Room-Only Close • Testimonial Close • Objection Close • Related-Merchandise Close • Others

21. Suggestion Selling Is… • A personal service to the customer. • A reminder to customers of needed merchandise. • A help to customers in satisfying their needs and wants. • A benefit to the business, salesperson, and customer.

22. WHAT TO SUGGEST TO YOUR CUSTOMERS • Related Merchandise • New Merchandise • Larger Quantities of Merchandise • Better Quality Merchandise • Merchandise Specials • Merchandise for Special Occasions

23. How To Make Customer Suggestions • Close the original sale first • Make the suggestion from the customer’s point of view • Make a specific suggestion • Demonstrate the benefits of the suggested merchandise http://www.youtube.com/watch?v=4zakyg3thfY

24. Quizlet – 2.08 & 2.09 2.08 http://quizlet.com/6997966/mktg-207-2011-flash-cards/ 2.09 http://quizlet.com/7216591/mktg-208-c-2011-flash-cards/ http://quizlet.com/7216286/mktg-208-b-2011-flash-cards/ http://quizlet.com/7215578/mktg-208-a-2011-flash-cards/

25. Sales process project