Pre-Approach (page 1)

Features Benefits
1. Capture amazing photos with
virtually no shutter lag
2. calls people from various
locations
3. Navigate your screen without
touching it with Air View.
4. Slow and Fast Motion for video
5. Touch Free hand motion
6. Group Play is when you play
games with friends wirelessly
7. Add your TV remote control to
the notification panel
8.Blocking mode for when you do
not wish to be disturbed
9.Access the camera from lock
screen
10. Eraser shot (unwanted objects)
1. The customer can now not have
to buy a expensive camera and a
phone
2. be able to talk to people when
needed or wanted to get in touch
with
3. in case you are cooking or
something to not get your phone
dirty
4. While view a video the
customer can make it slow or fast
to intense entertainment
5. The phone knows where the
customer is doing with their hand
to control the phone
6. you can play games with friends
7. use your phone as a remote
8. if yours sleeping, you can sleep
peacefully with the setting
9. if you need to take a quick pic
you have the setting
10. lets you remove objects from
pictures you take
Sales approach (page 2)
Greetings Approach:
The sales person simply welcomes the customer to the store, usually the employee
will be standing at the entrance waiting for the customer to come in an they will say a
greeting of some sort, telling the customer that they are welcome into the store.
Service Approach:
The sales person asks the customer if he or she needs help/assistance. The
employee will help them to the best of their ability, and will ensure them that the product
is best for their need or problem.
Merchandising Approach:
The sales person makes a comment and starts talking to the customer about the
merchandise without asking permission. So the employee will kind of force the customer
to hear what they have to say just in case if he customer needs the product or to give them
information on the product so that it will increase sales.
The seven steps key steps in the sales transaction:
1. Approaching the customer: going up the customer in a friendly manor.
2. Determining needs: asking what the problem or what their looking for.
3. Presenting the product: show them the product in which fits their needs/wants.
4. Overcoming objections: accepting the customer saying no to the offer.
5. Closing the sale: bring them to the cash register to ring them up.
6. Suggestion selling: ask if there is anything else they would like to buy.
7. Relationship: establish a friendly relationship so the customer feels comfortable
coming back to the store.
1. Responsibilities: Maintaining a business (part of page 2)
Keeping employees at work- As on of the managers duties is to make sure that the
employees are at work so that the company doesnt lose money.
Keeping the workplace clean and presentable- Now another thing that the manger is in
charge of is making the workplace appealing to the customers.
Keeping order of business functions- such as paying attention to the way the business is
running and what people like as well as prefer for the workplace such as entrance
greetings.
2. Presentation: Appearance to public
Dress code- The manger is in charge on the way their employees look and how the appeal
to the customers, they will monitor wither the employees are wearing acceptable clothes
in which if there is an employee uniform.
Employee phone management- the manager has to be watching closely to employees
phone usage, make sure their working instead of on their phone distracted.
Employee behavior (ethical/legal)- Employees should already be trained on how to deal
with customers but theirs always that case where a customer is in a bad behavior and the
employees must be equipped with the knowledge to handle the situation. In case of
emergency the manager should be the one to step in to relieve the situations problems in
order for the business to run smoothly and efficiently.
Employee training of info- Employees will (once a month) be trained on scenario
situations to improve and maintain awareness of how to deal with certain situations.
Employee consequences- (will be determined based on action of the employee)
Determining needs (page 3)
1. Observing: Non-verbal Communication
When a customer is looking for a product, the employee must observe the
customers body language and thats when non-verbal communication comes in, and it
basically means to express you without the use of words. Facial expressions to hand
movement is basically the way non-verbal communication exists. Employees will pay
attention to the customers to see the needs. But their will be limits to the observing that
employees will be allowed to do, considering the customers comfort must be maintained
and not tempered with.
2. Listening: Problem Evaluation
Employees must listen to the customer to determine what will help determine he
exact product that the customer is looking for. Clues will be exalted through the
customers speech and that is what the employee will use in order to find the product.
The employee will be able to present the product much easier if they listen to the
customer to determine the needs of the customer. If the employee goes by this the sale
process will roll by much smoother which will make selling go faster.
3. Questioning: Open-ended Questions
When the employee begins to determine needs the employee must begin to ask
questions to figure out the customers status. There are questions which are good to ask
and bad to ask. Example of bad:






`
These are bad questions which are called open-ended Questions and basically those are
the types of questions that arent specific, they are questions that are expected to be
answered more than a yes or no which hurts the sale. The employee must be asking
questions that have either a yes of no answers to them. That way the customer doesnt
beat around the bush and keep talking with no sale progress. The yes and no questions
are efficient and accurate which will help the customer get out as fast as possible and
have the employee help another customer as fast as possible. Not only will it help sales
but it will also help the customer get what the customer needs.

Where else have you shopped?
Where else do you intend to shop if you dont find something you like here?
What have you found that you think he/she would like?
What have you found that you think she wouldnt like?
How much are you thinking of spending on this gift?

Product: Samsung galaxy s3 (page 4)
1. The Samsung galaxy s3 will be the one main product that the employees will be selling.
2. The Samsung galaxy s3 will be sold for $349.99 at the store that my employees are located.
3. Employees will use the efficient 7 step selling process that was mentioned earlier.
4. The product will be presented in the store and will be kept within a safe area where it will be safe
which will cut the theft percentage down.
5. Employees will only handle the product if the customer is buying the product for sure that way
the employee damaging the product will never happen.
6. The products will be displayed in a secure safe clear case along the register for easy access.
7. There will be sales aids on the windows or on the outside of the location.
8. While presenting the product the employee will give critical information that will reel in the
customer.
Overcoming objectives
Need: To have immediate access to someone to help, you should enter important phone
numbers (parents, support workers, friends) into the address book of your phone. These
numbers can be entered on speed dial so that you will be able to call them by holding
down one button. If you have trouble reading, most phones allow you to add a picture so
you can choose the right number for the person you wish to call.

Product/Source: The Samsung Galaxy S III is a multi-touch, slate-format smartphone
designed, developed, and marketed by Samsung Electronics that runs the Android
operating system. It has additional software features, expanded hardware, and a
redesigned physique from its predecessor, the Samsung Galaxy S II. The S III employs an
intelligent personal assistant (S Voice), eye-tracking ability, increased storage, and a
wireless charging option. Depending on country, the 4.8-inch (120 mm) smartphone
comes with different processors and RAM capacity, and 4G LTE support.

Price: $349.99
The four step process: (page 5)
Listening: take notice of and act on what someone says; respond to advice or a request.
Acknowledge: show that one has noticed or recognized (someone) by making a gesture or
greeting.
Restate: state (something) again or differently, esp. in order to correct or to make more clear or
convincing.
Answer: the thing said, written, or done to deal with or as a reaction to a question, statement, or
situation. Or say or write something to deal with or as a reaction to someone or something.
Boomerang method: say or write something to deal with or as a reaction to someone or
something.
Ex: a couple considering the purchase of a condominium complain about the price, only to be
told by the salesperson that they had better buy now before the price goes even higher.
Question method: a technique in which you question the customer to learn more about the
objections then overcoming it.
Ex: customer I heard the battery life on this phone is bad and it dies fast
Employee well where did you get this information from?
Superior method: a technique that permits the sales person to acknowledge objections as valid
yet still offset them with other features and benefits
Ex: if a customer thinks the price is higher than ensure them why it is higher.
Direct denial method: when the customers objection is based on misinformation.
Demonstration method: seeing is believing you simply show the customer the feature.
Third party method: involves using a previous customer or another neutral person who can give a
testimonial about the product.




Closing the sale (page 6)
Closing the sale is obtaining an agreement with the customer to buy the product. You
must look for buying signals which will help you determine when the customer is ready to buy.
The signals include facial expressions; body language etc. next is the trail close which is the
initial effort to close the sale. You must realize the closing sale opportunities and act quickly.
Also you must help customer make a decision in some cases because certain customers are
unsure of what they truly want.
1. Which close: encourages a customer to make a decision.
2. Direct close: a method in which you ask for the sale
3. Standing room-only close: used when a product is in short supply or when the price will
be going up in the near future.
4. Service close: a closing method in which you explain services that overcome obstacles or
problems.
Suggestion selling Benefits:
1. The customer can now not have to buy an expensive camera and a phone
2. be able to talk to people when needed or wanted to get in touch with
3. In case you are cooking or something to not get your phone dirty
4. While view a video the customer can make it slow or fast to intense entertainment
5. The phone knows where the customer is doing with their hand to control the phone
6. You can play games with friends
7. Use your phone as a remote
8. If yours sleeping, you can sleep peacefully with the setting
9. If you need to take a quick pic you have the setting
10. Lets you remove objects from pictures you take
Rules: (page 7)
1. Use suggestion selling after the customer has made a commitment to buy before
payment is made or the order written.
2. Make your recommendation from the customers point of view and give at least one
reason for your suggestion.
3. Make the suggestion definite.
4. Show the item you are suggesting.
5. Make the suggestion positive.

Suggestion:
1. Offer related merchandise: similar products that relate.
2. Recommend larger quantities: more bulk buying.
3. Special sales opportunities: telling customers about deals that are soon to come.

Relationship building/ marketing:
Taking payment/ taking order: the employee should bag the item and handle the item with care
so that the customer feels like that the employees care, the employee will ring up fast and will
give a polite gesture and smile at the customer when done with the sale.
Departure: before the customer leaves you must reassure that they made the right buying choice
so that they feel more comfortable with their purchase.
Follow-up: making arrangements to follow through with the sale process, which involves calling
the shipping department to confirm a special delivery date and checking to make sure it goes
through.
Evaluation: conduct you own evaluation to be more accurate with the results that you come up
with.
Samsung galaxy s3




By: Albert Felix
Sales training manual
Mrs. Styner
Marketing


Table of contents (pages)
1. Pre-approach
2. Sales approach
3. Determining needs
4. Product: Samsung galaxy s3 (presenting the product)/ overcoming objects
5. The four step process
6. Closing the sale/ Suggestion selling benefits
7. Rules/ suggestion/ relationship building and marketing