Sales and Service

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Sales and Service

• Chapter 4

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What are the steps in the selling process?

• 1) preparation
• 2) approach
• 3) demonstration
• 4) overcoming resistance
• 5) close

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What preparation is needed before meeting the
customer?

• Obtain the following information
• 1) salesperson
• 2) selling situation
• 3) company
• 4) product to be sold
• 5) features of the product

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What preparation is needed before meeting the
customer?

• 6) product structure
• 7) warranty
• 8) service availability
• 9) demonstration of function
• 10) competition
• 11) price
• 12) closing statement

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Where do you find information about a product or
service to be sold?

• Merchandise label
• Advertisements
• Customer's experience with prod.
• Manufacturers information
• Personal experience with prod.
• Journals and magazines
• Buyer for various store departments

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Where do you find information about a product or
service to be sold?

• Television Radio ads
• Merchandise testing bureau
• Comparative shopping
• Publications by U.S. government
• Classes
• Libraries
• Trade organizations
• Observation of other stores

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How do you approach a potential customer?

• Greeting Approach Greet the customer with a
  pleasant salutation and use their name if known.
  Be direct and straight forward and take control
  of the conversation.
• Merchandise Approach The first comments are
  about the product. Point out the product's main
  features and advantages. This is the most
  favored approach.

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How do you approach a potential customer?

• Service Approach The salesperson asks how
  he/she can be of service. Questions that can be
  answered yes or no should be avoided.

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What are the proper ways to open a sale?

• 1) make a suggestion about the benefits of owning
  the product
• 2) demonstrate the product
• 3) offer to survey the customer's operation to
  determine how the product could be useful
• 4) show the customer a study or report that
  compares the benefits of the product or service
  with similar products or services offered by
  competitors.

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