LG 3D TV Sales Training Manual /

2014

By: Sergio Mariscal

Period 5

Table of Contents
12.1 Pre-Approach..3
12.1 Features and Benefits.4
13.1 Approaching the Customer5
13.2 Determining Needs.6
14.1 Presenting the Product..7
14.2 Overcoming Objections.8-10
15.1 Closing the Sale.10-11
15.2 Suggestion Selling11-12
15.2 Relationship Building/Marketing..13

12.1 Pre-Approach
Selling Environment
The place where I would sell my product will be at electronic stores that sell T.V.s such
as Best Buy, Costco, Wal-Mart, etc. This 3D TV will stand out because of the many benefits it
has, and being in these retail/wholesale stores that my target market shops at, it will easily catch
their eye.
Requirements for Salespeople / Expectations at Work
All employees who will be selling this product are required to know exactly the features
and benefits that this product has. These can be found in the Features and Benefits chart on the
next page. The employees should also know effective ways of selling and promoting products.
They will be expected to know any question or concern a customer may have of the 3D TV. They
will also have to follow the dress code in order for the customers to easily spot a worker that can
help them. If an employee does not follow rules or meet these expectations, the company has the
right to suspend this employee or possibly fire.
Ways to find and keep a customer
There are many simple ways to find and keep a customer. My employees are in charge to
do so. They should know that it is important to be courteous and help the customer come to a
conclusion with a product. There should always be great customer service and the salesperson
should always be kind and will not get into any arguments. Also, having discounts once in a
while will keep the customers happy and it will encourage them to come back.

Features and Benefits

Features

Benefits
Almost double the pixel resolution; this
gives you superior picture quality over
standard HDTV.
Adds deeper blacks and richer colors. It
adds brightness and better control to deliver
better contrast.
With 120Hz you can play videogames and
see movies without any blur. Now you can
keep up with high-speed action and fastmoving entertainment.
LGs 2D to 3D conversion automatically
converts shows and movies into 3D.
Find the perfect picture. On screen
reference points help the elements such as
black level, color, tint, sharpness, and
backlight levels.
Easy access to unlimited content such as
movies, apps, and availability to browse the
web. The LGs controller also helps make
this process easier.
Incredible audio with 2.1 Sound. Has a
powerful subwoofer adding depth to your
shows.
It features an elegant design that looks
beautiful, on or off.
Outstanding picture quality and amazing
3D effects. 3D like you get in the movie
theaters.
Prevents greenhouse gas emissions by
meeting rigorous energy efficiency.
Conserve money and energy.

Full HD 1080P

LED lights

TruMotion 120Hz

2D to 3D
Picture Wizard II

LG Smart TV

Incredible Sound

Elegant Design
LG Cinema 3D

Energy Star (Most Efficient)

Approaching the Customer 13.1

Merchandise Approach
This merchandise approach method is very effective because you know the customer has
some kind of interest in the product. When an employee sees a customer focus on a specific
product, the employee approaches the customer to inform the customer more on the product and
answer any questions the customer may have.
Service Approach
By using this service approach method, you can then find out if the customer needs any
assistance. For example, if the customer looks confused or in need of help, then by the employee
saying How may I help you? the customer can answer with something besides a yes or a
no and ask a question back to the employee. The employee now has to know how to properly
respond and answer their question.
Greeting Approach
A salesperson uses this greeting approach method in order to make the customer feel
welcomed and it lets the customer know that the salesperson is available for any questions or any
assistance. The greeting is just a simple welcome or good morning and with a
happy/welcoming tone. With the salesman being friendly, this leads to a better selling process.

Determining Needs 13.2

During this selling process, the salesperson should uncover the problems or reasons a customer
wants to buy a product. Three methods that will help the salesperson find out the customers
needs and wants:
1. Observing The salesperson observes the buying motives that the customer has. The
salesperson can do this by looking at the customers nonverbal communication.
2. Listening The salesperson pays attention to the customer and sees what they are looking
for so the product presentation becomes easier.
3. Questioning The salesperson asks questions to the customer about how they feel about
the previous product or what they look for in the new one.
10 Open-ended Questions
1) How may I help you?
2) What products do you need help with?
3) How are you doing today?
4) What brings you here today?
5) What exactly are you looking for?
6) Whats on your mind?
7) What are your concerns?
8) When will you be available to pick up the phone?
9) What kind of item are you looking for?
10) What price range is the item you are looking for?

Presenting the Product 14.1

Which Products to Show?
Now that the salesperson has had a conversation with the customer, he now should have a
clear understanding of what is on the customers mind. Once knowing what the intended use of

the product the customer wants, the salesperson should know which product matches that
description and has something to offer the customer.
What Price Range to Offer?
If the salesperson does not have an idea of the customers price range, he should begin by
offering a medium-priced product which in this case is a medium-priced 3D TV. Once the
salesperson gets customer feedback, they can decide whether to go up in price range, or down.
How Many Products to Show?
The salesperson should show no more than three products at a time to avoid
overwhelming the customer. Presenting more than three TVs at a time can throw the customer
off, and confuse them with all the features and benefits.
What to Say?
The salesperson should say all the features and benefits that match the customers needs
and wants. The salesperson should use descriptive words in order to keep the customer focused
and entertained by what the product has to offer. If the salesperson uses words such as nice and
good, it can bore the customer, and it makes the product less valuable.

Overcoming Objections 14.2

Objection Analysis Sheet
Need There can be objections as if the customer does not need the product. As if they say I
really want this TV but I dont need it because my other TV still works fine.
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Product Objections towards products such as a TV could be like when a customer says This
TV is too big to fit in my small room and there are none others that fit correctly.
Source The objections based on source can be when a customer is not satisfied with the how
the process was done, such as product taking a long time to be delivered.
Price Objections on price are when a customer says This 3D TV is too much money for me to
spend!
Time The objections that include time are when a customer says I think Ill just wait until
there is another sale.
Four-Step Process
1. Listen Maintain eye contact and pay attention to what the customer is saying.
2. Acknowledge Acknowledging what the customer says, helps them see that you care
about what they say. An example is saying, I see what you are saying
3. Restate Restating their objections also tells the customer that you are paying attention
and care about their concerns. An example of this paraphrasing is saying, You are saying
that youAm I right?
4. Answer Think about how to answer before you answer. DO NOT answer as if their
claims are unimportant.
Specialized Method of Handling Objections
Boomerang Method Using this method means that you will use a friendly tone and make sure
you can bring the conversation back to the selling point in a reasonable way.
Example: Customer: This TV is so thin; it looks like it breaks easily.

Salesperson: This makes the TV so lightweight and easy to hang up,

although it is still a very strong model.
Question Method This method helps you find out more of what the customer has in mind. To
find this out, you question the customer but not unexpectedly.
Example: The salesperson can question the customers everyday lives to prove they are in
need of the product.
Superior Method This method is a technique a salesperson should use when a customer
mentions an objection. The salesperson then acknowledges the drawback of the product and then
presents it with a more superior point in order to compensate the objection.
Example: Customer: Your prices are higher than your competitors.
Salesperson: Thats true, but it is because our TV is a SmarTV that allows you to
browse the internet straight off the TV and also lets you watch
Netflix and other programs.

Direct Denial Method This denial method is when the salesperson provides proof to answer
any objections the customer may have. It is important to not sound disrespectful when answering
or responding to their misinformation.
Example: Customer: I heard you need to buy a separate device to watch TV in 3D?
Salesperson: No, this TV has 2D to 3D conversion, so with a click of a button, you can
watch anything you want in 3D.

Demonstration Method This demonstration method is used to convince the customer by

demonstrating a part of the product to show the customer how easy a feature is to use or how
overwhelming it looks.
Third Party Method This method includes a previous customer to give a recommendation on
the product and a review to the soon to be customer. This method is very effective because it can
show how happy a previous customer was with the product.

Closing the Sale 15.1

Generating Rules for Closing the Sale
Every salesperson should be prepared to close the sale at any time because every customer is
different. The customers may want to buy sooner than others, so the salesperson should look out
for buying signals. If a salesperson feels the customer may be ready, but he/she is not 100% sure,
he/she can attempt a trial close to see if the customer is ready.

Specialize Close
When attempting to close the sale, make sure you notice a buying signal and choose from
the selling situations, which are these four:
1. Which Close This close encourages the customer to make a decision between many
products. The salesperson should narrow the product choices down and leave the final
decision to the customer by asking Which do you prefer?

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2. Standing Room Only Close This close is used for when the product is going to be off
the market quickly. The salesperson uses this to have the customer make a quick decision
on the spot, knowing the offer may not stand much longer.
3. Direct Close This method is used when the buying signal is very strong, so you close
the sale by saying How would you like to pay for this TV, cash or credit card?
4. Service Close This method is used when the customer wants to buy the product as a
gift. The salesperson should warn the customer of warranties, return policies, etc.

Suggestion Selling 15.2

When using suggestion selling towards a customer who made a recent purchase, one must
provide items that will save them money and time or make their purchase appreciated. This
includes additional goods or services that can be provided to the customer. There are three
concepts for suggestion selling which include:
1. Benefits of Suggestion Selling This suggestion selling process benefits the customer,
the salesperson, and the company LG. The customer will want to visit the store more
often to make business which will benefit everybody.
2. Rules of Suggestion Selling
Suggestion Selling should be used before the customer had paid, but has made an

assurance that he/she will buy.

When giving the suggestion, make sure you are recommending from the

customers point of view so they can relate to it.

Make sure when suggesting, the amount of products they are purchasing

increases, instead of decreasing.

While suggesting, make sure you have the product being suggested in order for

the customer to view the item and make a decision.

Make sure the suggestion is positive and will gain the customers attention in order

for them to be interested in the product.

3. Suggestion for Suggestion Selling
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Offering Related Merchandise This method is used at the end of a sale to offer a
product related to the one the customer just purchased. This method is

effective/easy because it is sure to have the customers attention.

Recommending Larger Quantities This method is used when the product
amount is reasonable and the customer can still afford more products. The
salesperson can offer more products and have the customer take advantage of the

low prices or offers.

Special Sales Opportunities This method is used on previous customers to have
them see new merchandise once it arrives. Customers enjoy this method because
many like to see new products before everyone else.

Relationship Building/Marketing 15.2

Taking Payment/Taking Order
Make sure the merchandise is taken care of while bagging or in this case, make sure the
TV is helped put safely in a car or truck. Make sure the packaging does not have any major
defects and remember to give a business card to the customer.
Departure
Before the customer proceeds out, thank the customer for purchasing at the tore and
reassure the customer of his wise decision makings/ buying choices. This is a way of making the
customer feel welcomed and may have them visit another time.
Follow-up
Once the customer has made the purchase, the salesperson should keep the promises
made during the sales process. This also includes checking in on the customer, telling him/her
about new merchandise in order to keep the customer close to the company. Also, a thank you
note with a business card helps the customer feel appreciated.
Evaluation
It is important to have a self-evaluation in order to keep progressing in the future. Even
though many companies have methods of evaluating employees, you can evaluate yourself by
remembering your sales process. Question yourself on what you did wrong, and what could have
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been done to be more effective. This will improve your selling skills and also your business
skills.

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