Sales and Service

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Sales and Service

• Chapter 8

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What techniques are used to get a customer to buy?

• 1) Straight forwardly ask for the order. This
  technique is used most often.
• 2) Reduce the choices. This helps combat
  confusion.
• 3) Assume it is time to close. Watch for clues
  (will it be cash or charge)
• 4) Summarize the selling points.
• 5) Suggest an urgency such as the product is
  selling fast.

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What are some reasons that sales fail?

• 1) Trying to force the sale
• 2) Assuming the customer is not going to buy.
• 3) Hurrying the customer.
• 4) Leaving one customer to help another.
• 5) Being discourteous

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What are some questions to ask yourself when a
sale is lost?

• 1) Did I smile and greet the customer pleasantly?
• 2) Was my personal appearance acceptable?
• 3) Did I have confidence in myself?
• 4) Did I show knowledge of the product?
• 5) Did I talk too much?

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What are some questions to ask yourself when a
sale is lost?

• 6) Did I overcome objections?
• 7) Did I correctly demonstrate the use of the
  product?
• 8) Was any question raised that I could not
  answer?
• 9) Did I mention the availability of service?
• 10) Did I recognize when it was time to close the
  sale?

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Why do some customers not return?

• 1) Not providing service on a previous sale
• 2) A competitor offers a better deal
• 3) No one convinced the customer to buy
• 4) Use of high-pressure sales tactics
• 5) Salesperson had a poor attitude

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What do you do after the close?

• 1) Reassure the customer.
• 2) Make sure the customer receives a receipt
• 3) Make the necessary arrangements for delivery
• 4) Suggest other items that might be related to
  the purchased item
• 5) Follow up the sale by contacting the customer
  later to determine their level of satisfaction

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